Learn Best Practices of a True Hybrid IT Management Approach

IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING
Best Practices for
Hybrid IT Management
Julie Craig
Research Director,
Application Management
Enterprise Management Associates
Ben Fawcett
CTO
Orb Data
Rob Lamb
VP, Hybrid Cloud
IBM

INDUSTRY ANALYSIS & CONSULTING© 2016, Enterprise Management Associates
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INDUSTRY ANALYSIS & CONSULTING3 © 2017 Enterprise Management Associates, Inc.
Featured Speakers
Julie Craig, Research Director, EMA
Julie has over 20 years of experience in software engineering, IT
infrastructure engineering, and enterprise management. At EMA, Julie’s
focus areas include DevOps, application performance and availability
management, Application Discovery and Dependency Mapping, software
development, and software as a service.
Rob Lamb, VP, Hybrid Cloud, IBM
Rob is a seasoned senior technology executive who has held leading
positions in software development, sales, marketing, and business
development in North America and Europe. Currently, Rob leads the
strategy, offering management, and development of IBM's Hybrid Cloud
Management portfolio.
Ben Fawcett, CTO, Orb Data
In his role as CTO at Orb Data, Ben is responsible for Orb Data’s software
solution program, developing off-the-shelf and bespoke solutions in IT
Service Management. Ben also works as a Lead Consultant for Orb Data
and has over 18 years of experience providing strategy, architecture,
development and implementation services in a range of Enterprise
Management products, particularly in the IBM Hybrid Cloud portfolio.

INDUSTRY ANALYSIS & CONSULTING4 © 2017 Enterprise Management Associates, Inc.
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Best Practices for
Hybrid IT Management
Julie Craig
Research Director,
Enterprise Management Associates

INDUSTRY ANALYSIS & CONSULTING© 2017 Enterprise Management Associates, Inc.
Agenda
• Hybrid Architectures and Ecosystems
• Service Delivery Challenges in a Hybrid World
• Automation for Service Delivery and the Role of
Analytics
• Navigating the Hybrid Shift
6

One “flavor” of Hybrid IT
7 © 2017 Enterprise Management Associates, Inc.
Hybrid IT
The connection of one or
more clouds to on-premises
systems and/or the
connection of one or more
public or private clouds to
other clouds.
Successful hybrid
deployments deliver:
‒ Platform choice
‒ Integration and portability
‒ Data and analytics
‒ Visibility, control and
security
On-Premises IT
Public
Dedicated and Local
Private

% Of Companies Running Hybrid Transactions Spanning On-
prem And External Services Has Grown By 31% In Past 2 Years
Is your organization running "hybrid" transactions that share data
and/or functionality between externally hosted applications (public
cloud or outsourced) and in-house delivered applications?
68%
26%
6%
Yes
No
Don't know
2017
2015

INDUSTRY ANALYSIS & CONSULTING© 2017 Enterprise Management Associates, Inc.9
Agenda
Analytics

Challenge #1: Filling Instrumentation Gaps: APIs, WAN
Provider, Internet, Cloud Response Time, etc.
Which types of external services are the primary types you are connecting TO (consuming)?
46%
44%
39%
39%
35%
33%
9%
Customer-provided services
Software as a Service (SaaS)
Supplier-provided services
Partner-provided services
Infrastructure as a Service (IaaS)
Platform as a Service (PaaS)
Open-source sites and assets
“Hybrid” almost synonymous with “connected”.
How well do your tools support integration points?

Challenge #2: Evolving From Silo Based To
Cross-functional Support Teams And Tools
Sample Size = 201
What is the primary way in which your IT teams diagnose and solve
application-related problems that occur in production environments?
27%
23%
21%
18%
10%
Troubleshooting primarily supported by domain experts (such as
windows admins, DBAs, etc.) using silo tools
Troubleshooting primarily supported by DevOps teams (or cross-
functionally trained personnel) using silo tools
Troubleshooting primarily supported by "war room" meetings
functionally trained personnel) using on-premise hosted Application
Management or Application Performance Management (APM) toolsets
functionally trained personnel) using Cloud hosted Application
Management or Application Performance Management (APM) toolsets

Additional Hybrid IT Challenges
• Provisioning diverse platforms
– Each platform and cloud service has unique provisioning requirements and
consumption models
• User self service
– Taking IT out of the equation by providing self-service provisioning options for
Development and Test teams
• Deploying and supporting integrations
– APIs, MQ, cloud-based integration connect diverse components and platforms
into transactions
• Multi-cloud decision-making, inter-cloud governance
– Determining the “right” cloud option for a given workload, governance policies
related to each platform type, etc.
• Orchestrating development and support of hybrid services
– Development, DevOps/Continuous Delivery practices and tools addressing
cross-functional support
• Re-tooling for Hybrid IT Performance and Availability Management
– Advanced analytics supporting IT personnel in delivering complex apps
12

Agenda
Analytics

Two Types Of Tools-related “Hybridization”
• Data integration consolidating and sharing metrics from diverse
toolsets across the application lifecycle
– Day to day support for all aspects of hybrid IT via sharing of artifacts
from diverse IT monitoring and management tools
• Supports evolution from silo-focused to cross functionally-focused IT
support practices
• Supports cross-functional support and DevOps functions
• Integrations and analytics supporting a unified view to hybrid IT
environments
– Delivers an integrated view into the end to end hybrid service
– Correlation/analysis of metrics generated by diverse instrumentation
systems (infrastructure/app monitoring, UEM, API, etc.) via an analytics
overlay
• This design maximizes the value proposition of existing tools investments
while moving IT support practices into the future
14

Automating The Lifecycle: Sharing Artifacts Produced
At Each Stage With Subsequent Stages
15 © 2016, Enterprise Management Associates
Stage Roles Tools
Design Lead Roles: Development. LOB Stakeholders
Participants: Ops
ALM
Requirements Management
Modeling
Project Management
Develop Lead Roles: Development.
Participants: LOB Stakeholders, Ops
IDEs
Debug
Repository
Error Scan
Build Automation
Test Lead Roles: Development/QA, Ops
Participants: LOB Stakeholders
Test Management
Test Data Management
API Test
Integration Test (Service Virtualization)
Deploy/
Release
Lead Roles: Development, Ops
Participants: LOB Stakeholders
Process Orchestration
Configuration Management
Release Automation
Manage Lead Roles: Ops
Participants: Development, LOB Stakeholders
Run Book Automation
Systems Management
Performance/Availability Mgt
User Experience Management
Service Desk/Trouble Ticket
Assess Lead Roles: LOB Stakeholders
Participants: Development, Ops
Service Level Management

But Data Alone Is Not Enough; Analytics Increasingly
Important To Management Of Complex Applications
16
A cohesive hybrid IT management platform
Automation umbrella/overlay correlates from underlying tools,
delivering single pane of glass into hybrid environments

Agenda
Analytics

Recommendations
• Vision: A consolidated “top down” approach to hybrid
management consisting of an intelligent operational
analytics overlay consolidating disparate platforms into one
operational model
• Steps:
– Complete an assessment and gap analysis of tools supporting IT
infrastructure, network, and application management
– Re-evaluate performance of cross-platform integrations and
network connections that can seriously impact application
performance/availability
– Identify gaps and requirements for near term future
– Deploy tools addressing current gaps, focusing on both on-
premises and off-premises systems
– Develop a strategy for integrating current metrics/instrumentation
by adding an intelligent analytics overlay
– Plan for the “next steps” required for further management
automation
18

July, 2017
Integrate, Automate,
Innovate
Solutions for a hybrid IT management strategy

20
say a hybrid IT
management
strategy helps get
new apps into
market faster.
69%
The right set of hybrid IT
management solutions lead
to better customer
experience and competitive
advantage.
APPLICATIONS & SERVICES
Deliver them faster and with
higher availability, reliability and
performance
MULTI-CLOUD ENVIRONMENTS
Seamlessly connect and manage private,
public, and multi-cloud environments
IT INFRASTRUCTURE
Infuse analytics into IT operations
management solutions – proactive
vs. reactive
SOURCE: IBM Market Development & Insights Market Research, 2017

Better manage
your hybrid IT
environment.
IT infrastructure performance
Look for a mature suite of solutions that let you
identify and resolve problems faster and contain
embedded analytics for true insights.
Application performance
Look for solutions that not only allow you to get
apps into market faster, but also help you ensure
their availability and performance.

22
Better manage
your hybrid IT
environment.
Look for a mature suite of solutions that let you
identify and resolve problems faster and contain
embedded analytics for true insights.
Application services
The right application server solutions will let you
create, connect and optimize your apps wherever
they are to help you increase your speed to market
and reduce costs.
Multi-cloud connectivity
There are now solutions to help you get clear
visibility into multi-cloud environments and
provision, orchestrate and define policies from a
single console.
Look for solutions that not only allow you to get
apps into market faster, but also help you ensure
their availability and performance.

23
IBM’s suite of
hybrid IT
management
solutions can
help you
integrate,
automate and
innovate.
Netcool Operations Insight solutions will let you
better monitor and manage your IT operations
environments with integrated tools, correlated
data, and embedded analytics.
Application services
WebSphere Application Server, coupled with new
offering around microservices, enables simple and
seamless migration of existing applications to the
cloud as well as ease of creating and deploying
“net-new” apps.
Multi-cloud connectivity
IBM Cloud private with cloud automation features
allows you to keep mission-critical apps secure
while still enabling connectivity to other public or
private clouds so you can manage true multi-cloud
environments in an automated way.
Application Performance Management (APM)
solutions give you the right set of tools to diagnose
and resolve application issues faster and more
accurately – even predict them before they occur.

24
The rate and pace of
adoption is based on a
company’s needs.
What’s important to
remember is a hybrid IT
management strategy is not
an “all or nothing” approach.

Let’s look at a few examples of companies already
embarking on our hybrid IT management strategy
Integration between IBM hybrid IT
management products reduced
their outage times, and improved
identification of issues before they
became problems.
Through IBM multi-cloud provisioning
as an integrated part of their hybrid IT
management strategy, they have
improved deployment accuracy of
applications using less resources
Growing customer engagement and
sales with IBM Cloud based
microservices build on WebSphere, as
an integrated part of their IT hybrid
management solution.
4

26
Now, many hybrid IT
management solutions
are “shifting left” and also
providing benefits to Dev
environments.
SOURCE: APM & DevOps Study. IBM Market Development & Insights. 4Q17
These APM tools and capabilities are
expanding from operations into
development.
“The biggest impact so far is increased
productivity. We have much less
downtime than we did before.”
-- CIO, Wholesale 1,000 – 4,999 size

27
For more information and getting started, IBM
can help:
Visit us at: www.ibm.com/cloud-computing/products/hybrid-it-management/
Call us at:
1-844-95-CLOUD (Priority code: CLOUD)

LEARN BEST PRACTICES OF A TRUE HYBRID
IT MANAGEMENT APPROACH
Ben Fawcett
CTO, Orb Data

About Orb Data
 ITSM Consultancy since 1998
 IBM Gold Business Partner
 Focus on IBM Hybrid Cloud
Solutions
 Consultancy /Training
 Managed Services and Remote Support
 Cloud based ITSM Services (SaaS)
 Orb Data developed offerings
 OpsAlerts.com – Netcool Operations Insight
as a Service
 Self Service Portal for ITM
 Cello - Mobile Device Management Portal –
IBM Award for Endpoint Management and
Innovation
 Independent advice and support
http://blog.orb-data.com

30
HOW ARE RECENT TRENDS IMPACTING ITSM DEPARTMENTS?
 IT consumers are becoming more demanding
 User experience
 On-demand
 Self-service and in control
 Access to their own SaaS
 Business applications are more dynamic
 Virtualisation
 Composite applications
 Containers
 DevOps
Now!

31
HOW ARE RECENT TRENDS IMPACTING ITSM DEPARTMENTS?
 Application Performance Management (APM)
has become a Big Data problem
 Metric collection
 Logfile analysis
 Event trends
 Business expectations are rising
 Automation – deployment, detection and
remediation
 Analytics
 Business Service mapping, measuring and
visualising

32
FUNDAMENTALS OF ITSM
The ITSM landscape and tooling are changing but many fundamentals are
not
 Understand what you have and empower the IT users to understand it
 Unify the tooling and standardise your approach and methodology
 Improve efficiency and automate repeatable tasks
Develop an Overall StrategicVision that embraces hybrid and is appropriate
for your organisation
 Self-Service -> Empower and Devolve
 Service Catalogue -> Standardise and Automate
 Exploit analytics -> Predict, Reduce and Improve
 DevOps initiatives -> Unified approach to ITSM

33
PRACTICAL AND TACTICAL
 Realising a strategic vision doesn’t happen overnight
 What practical steps can you take to prepare for managing complex Hybrid
Services?
 Some examples of recent Orb Data client projects
1. Unifying data across the cloud - Global Bank
 Public SaaS Service Desk and CMDB, on-premises IT Operations and Capacity
Management
2. Using Operations Analytics - LargeTelco
 Using analytics to improve IT Operations efficiencies
3. User Driven Deployment - Financial Services
 Using self-service as a model to empower users, devolve responsibility, enforce
standards and automate deployment
4. Shift left… and right? We’re all developers
 A word on DevOps and how ITSM teams should respond

Unifying data across
the cloud - Global Bank
 SaaS Service Desk
 Business applications on-premises
and hybrid
 Unifying Data for:
 ServiceViews
 Event Enrichment
 Capacity Planning

35
SOLUTION OVERVIEW
Public Cloud SaaS
Service Desk
Data
Warehouse
IBM
DASH
IBM
Netcool OMNIbus
IBM
Netcool ImpactCMDB
Tivoli Common
Reporting
Topology
IBM Application
Performance
Montoring
Severity
Modelling
Enrichment
Events
Impact UI
Data
Provider
Data
Merge
Performance
Metrics
Events
Auto-ticketing
Incidents

36
ENRICHMENT
Server Service Application Component
ukepd01 Payments EasyPay Database
ukepd02 Payments EasyPay Database
ukepweb01 Payments EasyPay Web
ukfsftp01 Payments FileSafe FTP

37
TOPOLOGY
Item Topology ID Topology
Parent ID
Layer
Payments 0 - 1
EasyPay 1 0 2
Database 2 1 3
ukepdb01 3 2 4
ukepdb02 4 2 4
Web 5 1 3
ukepweb01 6 5 4

38
SEVERITY CALCULATION
 Active and inactive handling for
resilient resources
 A rules table to apply a severity
multiplier to particular events
 A weighting for each child node in
the tree
 Various severity models to choose
for each node - including maximum,
average and weighted average

Operations Analytics at a
LargeTelco
 LargeTelecoms business Managed
Service division
 IT Event Management service for
customers
 Individual Netcool environments to serve
each customer
 Upgrade to Netcool Operations Insight
to exploit the OperationsAnalytics
capabilities

Key Objectives
 Reduce the number of alerts
displayed to OperationsTeam through
event grouping and a reduction in the
events generated at source
 Reduce the MeanTime to Response
due to the reduced number of alerts
displayed to Operations
 Reduce the MeanTime to Recovery
due to the reduced workload for the
operations team and the event search
facility available via Log Analysis

42
WHAT DID WE DO?
1. Conducted Regular review of
event grouping analysis reports
2. Built new light weight
dashboards
3. Implemented Log Analysis event
search facility to aid with
problem determination
4. Conducted Regular review of
seasonality reports
5. Engaged Subject Matter Experts
to define Event Scoping
6. And retrained the operators



43
RELATED EVENT STATISTICS
14806 events
reduced to 759
95% efficiency
Average
group Size
10595 events
covered by top
100 groups
Top group
size
Average
group Size

44
IT OPERATIONS EFFICIENCY
Pre-Occurrence Incident ResolutionEvent
Time
0
Event Count
Event Search
Related Event
Analytics
Seasonal
Analytics
Service Desk
Integration
Event Scope
Grouping
Dashboards
Historical
Event Analysis
Maintenance
Management
Message
Catalogue

45
OPSALERTS FROM ORB DATA
 IBM Netcool Operations
Insight as a Service - Event
management in the cloud
 Built on IBM Bluemix
 Real-time event analytics
 Health dashboards
 Message Catalogue
 Maintenance Management
 Service Desk integration

46
BENEFITTING FROM CLOUD AND DEVOPSTRENDS
 SaaS applications are available to
ITSM teams too
 IBM Alert Notifications
 IBM RunbookAutomation
 Website monitoring
 Orb Data OpsAlerts : IBM Netcool
Operations Insight as a Service
 Shift Left? But what ideas should
ITSM learn from Development?
 Source control and Release
Management
 API management and integration
 Focus on User Experience
 Automated testing
 Service definitions and automated
provisioning of ITSM

THANKYOU
ben.fawcett@orb-data.com
http://blog.orb-data.com/

Learn Best Practices of a True Hybrid IT Management Approach

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