In this presentation you will see how you can leverage IBM ECM System Monitor to tame the content chaos in order to protect your knowledge workers' productivity and maximize your end customer’s experience. Meet your service levels for your ECM applications by automating the application health monitoring of your entire ECM ecosystem, not just the core ECM engines. Enable your administrators to be proactive to avoid business disruptions.
2. FACTS AND FIGURES ABOUT CENIT
+43trainees or dual-study
university students
628employees
Cenit AG
Publicly listed since
1998
1988
Established in
Stuttgart
Long-term partnerships
with leading IT enterprises
such as
IBM
SAP
Dassault
Systèmes
628
employees
515
37
35
17
20
4
Sales
121.5
mill. €
Equity ratio
59.6%
EBIT
10.6
mill. €
as at: 31.12.2015
4/6/2016 CENIT Company Presentation 2
5subsidiary companies world-wide
9
office locations
in Germany
3. AGENDA
What does an outage cost?
How do I maximize my service
quality?
What is the Business Value?
How do I get there?
Live Demo
Next steps
4. HAS THIS EVER HAPPENED TO YOU?
4/6/2016 4
ECM DOWN
LOB DOWN
ECM ADMINS GET BLAMED FIREFIGHTING
5. SHOULDN‘T THIS BE THE STANDARD?
4/6/2016 5
ECM AT RISK
FULL CONTROL – AVOID IMPACT
6. SO WHAT IS THIS ALL ABOUT?
4/6/2016 6
There’s not much use in closing the barn door after the horse has left
7. GO ON AS USUAL?
4/6/2016 7
+70% of problems reported by
enduser, not detected by admins
Firefighting takes time
Business user downtime
REALITY
Lost productivity and revenue in
Business Units
Customer satisfaction down
Brand reputation damaged
CIO NIGHTMARES (CIO MAGAZINE 2/2015)
High costs for problem determination
and resolution
High downtime costs in business
units
Poor customer service
IMPACT
“80% of outages impacting mission-
critical services will be caused by
people and process issues.”
HW clusters won’t help here!
Source: Configuration Management for Virtual and Cloud Infrastructures –
Ronni J. Colville and George Spafford, Gartner
ROOT CAUSES
8. HIGHER VALUE FOR ECM INVESTMENT
4/6/2016 8
Without ECM health monitoring
No visibility
Time-consuming troubleshooting
Impact on business productivity
With ECM System Monitor
Insight – faster problem resolution
Prevention of outages
Reduced impact on end users
MAKE A DIFFERENCE!
Source: U.S. Bancorp Presentation at IBM Insight
conference – Las Vegas, October 2014
9. AGENDA
What does an outage cost?
How do I maximize my service
quality?
What is the Business Value?
How do I get there?
Live Demo
Next steps
10. IBM ECM SYSTEM MONITOR – 4 PILLARS OF VALUE
4/6/2016 10
Proactive ECM health monitoring
ECM engines and middleware
Picture perfect overview
Automated alerting
SINGLE POINT OF CONTROL
Error causes and corrective actions
Customer-specific extension
Create your own instructions
KNOWLEDGE BASE
Automate mundane routine work
Respond to events
Health analysis of ECM systems
Custom tasks
TASK AUTOMATION
Analyse historic events – trending
Quality management
Capacity planning
Charge back
REPORTING & ANALYTICS
11. HOW DOES IT LOOK LIKE?
4/6/2016 11
Overview Console
ICN Integration
OVERVIEW CONSOLE CONTENT NAVIGATOR PLUG-IN
EVENT CONSOLE
12. SINGLE POINT OF CONTROL – ENTIRE ECM BUSINESS SERVICE
4/6/2016 12
Repositories & Capture
FileNet, Content Manager 8 and Content Manager
OnDemand, PIE
Datacap
FULL IBM ECM PLATFORM COVERAGE
Case – Case Manager & Foundation, BPM
€
ILG – Content Collector, Enterprise Records
Middleware & Infrastructure
Application & Web Server, Database, LDAP
Server and Storage
Custom Monitoring
3rd Party Applications, e.g. Input / Output Management
Custom Applications, e.g. Import Tools
13. MONITORING KPI AND EVENTS OF ECM APPLICATIONS
4/6/2016 13
ECM
Engines
Availability of Middle-
ware & Infrastructure
Accessability of ECM
applications
Functional
Monitoring
Custom Java
Applications
Perfor-
mance
Document
Search
Logon
Capacity
ObjectStores
Queues
Monitor
Values
Logfile
Entries
Errors &
Alerts
Service
Quality
14. ANALYTICS IN ECM PLATFORM OPERATIONS
4/6/2016 14
Availability
Quality, e.g. search performance
Identification of weak spots
Transparency for LOB
SERVICE LEVEL ANALYSIS
Forecast future growth patterns
Performance metrics – degradations
Capacities – identify bottlenecks
METRICS & TRENDS
Accounting for ECM services
Cost-by-cause principle
Using real metrics
Based e.g. on storage usage
CHARGE BACK ADHOC & SCHEDULED REPORTS
15. IBM ECM SYSTEM MONITOR – ARCHITECTURE
4/6/2016 15
Dedicated Management Server
process events / analytics
Agent on managed systems,
databases and z/OS remotely
SERVER & AGENTS
IT Operations & Incident
Management
Event forwarding via standards
logfile, command, API, SNMP, SMTP
INTEGRATION IT SERVICE MANAGEMENT
16. AGENDA
What does an outage cost?
How do I maximize my service
quality?
What is the Business Value?
How do I get there?
Live Demo
Next steps
17. BETTER BUSINESS OUTCOMES
4/6/2016 17
Higher service quality
Prevention of outages
Better customer experience
Risk mitigation
PROTECT PRODUCTIVITY&CUSTOMER EXPERIENCE
Automated alerting
Faster and simpler troubleshooting
Automates daily routine activities
Reduced # Trouble Tickets
COST SAVINGS
Integration into enterprise ITSM
IT Operations watch ECM 24x7
Standard solution
Best currency with ECM applications
SIMPLIFY DAILY OPERATION OF ECM PLATFORM HAPPY ADMINISTRATORS, USERS, CUSTOMERS
18. CUSTOMER SUCCESSES – FILENET & CASE MANAGER
4/6/2016 18
ESM manages +200 FileNet servers and
3rd party applications & end user
experience
−Reduction of ECM incidents by 55%
−Increase ECM availability to 99.99%
−Risk mitigation and compliance w/
audits
−Better perception by business users
US INSURANCE COMPANY
ESM manages +80 FileNet, Case
Manager and Datacap servers w/ +20
custom applications
−Better service quality and customer
experience
−Automation of response to incidents
−Monitoring of end user response times
integrated into ESM
LARGE BANK IN US
19. CUSTOMER SUCCESSES – CM8
4/6/2016 19
ESM manages CM8 on z/OS and UNIX
−Protects service quality for 66000 users
in +350 cooperative banks
−Manages entire document management
chain – cross platform, including TSM
−Risk mitigation and compliance w/
audits
−Better perception by business users
FIDUCIA GAD, GERMANY
ESM manages CM8 provided to
insurance and banking customers
−Better service quality higher
customer satisfaction
−Cost savings & analytics for better
planning
−Protection of brand reputation
EVRY, NORWAY
20. CUSTOMER SUCCESSES – LOCALLY DISTRIBUTED SYSTEMS
4/6/2016 20
ESM manages +90 FileNet servers in
+10 countries for business units across
Asia, Africa and Europe
−Central operation of distributed systems
−Reduction of ECM incidents
−Increased ECM availability
−Better customer experience
MULTINATIONAL BANK
ESM manages +40 FileNet and Datacap
servers for multiple group companies
−Central operation of distributed systems
−Better service quality and customer
experience
INSURANCE IN NORTH AMERICA
21. AGENDA
What does an outage cost?
How do I maximize my service
quality?
What is the Business Value?
How do I get there?
Live Demo
Next steps
23. AGENDA
What does an outage cost?
How do I maximize my service
quality?
What is the Business Value?
How do I get there?
Live Demo
Next steps
24. SUMMARY
Cenit AG
LOB Productivity
Customer Experience
Maximize Business Outcomes
4/6/2016 24
ECM Applications
Middleware &
Infrastructure
Custom Applications
Integration
ITSM & IT
Operations
USPs
Functional
Monitoring
Analytics
Compliance
IT Audits & Reporting
ECM
System
Monitor
25. AGENDA
What does an outage cost?
How do I maximize my service
quality?
What is the Business Value?
How do I get there?
Live Demo
Next steps
26. NEXT STEPS
4/6/2016 26
Requirements Analysis
−What shall be monitored?
−How many systems?
TAILORED TO YOUR NEEDS
Solution Scenario
−Implementation Approach
−Costs for Software & Services
Management Presentation
27. WHY NOT?
ROLAND MERKT
SVP EIM Systems Management
Phone: 248 276 8540
r.merkt@cenit.com
Cenit North America, Inc.
691 N. Squirrel Road, Suite 275
Auburn Hills, MI 48326, USA
www.cenit.com
29. GENERIC MONITORING CAPABILITIES OF ESM
4/6/2016 29
Monitoring scripts (>500
monitoring scripts for
functional monitoring)
Log file / DB-Tables / Event
Log / Syslog – permanent
reading and analysis of
logging sources
IBM System Manager Listener
API – real-time monitor
FileNet P8, CM8, OnDemand
and other IBM ECM API’s
Command Line Tools (OS,
other applications, etc)
Database (DB specific tools as
well as JDBC)
JMX (Java Management
extension / MBeans)
HTTP / HTTPS Webpage
Web Services
LDAP (JAAS) Monitoring
Windows Management
Instrumentation (WMI)
SNMP (Simple Network
Management Protocol)
TOOLS ECM SPECIFIC GENERIC
30. FILENET P8 & CASE MANAGER – EXAMPLES
4/6/2016 30
Availability and status of all
ECM Engines & Components
Listener API
Log files
Ping Pages
Database Health & Statistics
Application Server Health &
Statistics
FileNet CPE
− Object Store Performance &
Statistics
− File Store
− Publishing Queue Entries
− Advanced Storage
− Sweep Framework
− Automatic Thumbnail
generation
− Transcription requests
− Activity Stream
− Publishing requests
− CEBIT
− Process Queues
Content Search Services
− # of CSS index requests of an
Object Store
− Indexing errors
− CBR Queue Monitoring &
Statistics
− CSS Statistics, e.g. # Docs in
Queues or Queue Sizes, #
Docs added, …
Case Manager
− Case Manager Status & P8
components connected
− Case status for all or a list of
defined cases
− Solution status & task status
Content Navigator & Sync
Server
− Status & Ping Pages
− Listener Metrics
− ICN Database Health &
Statistics
Application Engine/WPXT –
Communication and
Connectivity
IN GENERAL CPE CASE & ICN
31. DATACAP & ILG – EXAMPLES
4/6/2016 31
Taskmaster, Taskmaster Web
& Rulerunner
− Datacap Status
− Datacap Database Status and
Thresholds
− Datacap Log Entries (Log files
and Windows Eventlog)
Listener Metrics, e.g.
− # of processed pages per
minute (performance)
− # of queued pages (not yet
processed pages)
− Batches created / grabbed /
released
− Querys Application Service
− Running RRS
(RuleRunnerService)
− TaskmasterLogin
− Clients APT
− Clients connected /
disconnected
Content Collector for Mail
− Status & Availability
− Log files
− # of objects not indexed yet
− # of objects indexed, but not
moved final location
− # of archived mail objects
− # of instances of mail objects
Content Collector for Files
Content Collector for SAP
− ICC4SAP Archive Status
− ICC4SAP Process
− ICC4SAP Server Status
Enterprise Records
eDiscovery Manager
− Workmanager Status
− Taskfinder Status
− Requested Tasks Status
− CMS Connection Status (to
CM8 or P8 CE)
− Task Statistics
− Total time for processing
− # of docs in search
task
− # of docs processed
− # of docs not
processed
− Average docs
processed per
second
DATACAP CONTENT COLLECTOR RECORDS & DISCOVERY
32. IBM CONTENT MANAGER – EXAMPLES
4/6/2016 32
Availability and status
Database
− Status & Usage
− Details
− NetSearch Extender Errors
− NetSearch Extender File
Systems (Working and Index
Directories)
Connectivity - Resource
Manager Heartbeat
Services & Processes
− Library Server Monitor
Service
− NetSearch Extender
Processes
Log files
− icmserver.log
− ICMSTSYSADMEVENTS
(Database table)
− ICMSTITEMEVENTS
(Database table)
Database – Status, Usage &
Details
Volume Space – 7 Device
Managers
− Filling level
− Online Status
− Cross-check
WebSphere AS
− RM Service Status
− RM App Status (icmrm &
snoop)
− http Status
− JMX Monitoring
Services & Processes
− RM File Systems
− Migrator, Replicator, Purger
and Stager for each CM8
instance
Log files: Migrator, Replicator,
Purger and Stager Logs
Enterprise Records
eDiscovery Manager
− Workmanager Status
− Taskfinder Status
− Requested Tasks Status
− CMS Connection Status (to
CM8 or P8 CE)
− Task Statistics
− Total time for processing
− # of docs in search
task
− # of docs processed
− # of docs not
processed
− Average docs
processed per
second
LIBRARY SERVER RESOURCE MANAGER ADD-ONS & ICN
33. IBM CONTENT MANAGER ONDEMAND – EXAMPLES
4/6/2016 33
CMOD Archives
− Database Status, Usage and
Details (Statistics, Logspace,
Rollback Segments, etc.)
− Services & Processes
− System Logging Entries - SL2
table
Logon Status & Performance
Document Retrieval Time
Group Add Count & Size
Group Query Status & Time
Report Loaded Status & Time
Resource Retrieval Time
CMOD Full Text Search (FTS)
− Status Server
− FTS
Knowledge Base for SL2-
related log entries Statistics
CMOD System & User Error
CMOD Web Applications
− Application Status (WEBi,
Admin GUI)
− JMX Monitoring (JVM
parameters like HeapSize,
Connections, Threads, etc)
WAS Log files
− Web Application Server
Status Log file
− Web Application Server Error
Log file
CMOD Tasks
− Status OnDemand Services /
Processes
− Start and Stop OnDemand
Services / Processes
Accumulator: Requested
Volume (in MB)
Listener metrics
− Queue duration
− Cache retrieves / Cache
stores
− Activity
− Login duration
− Retrieve duration
Listener events
− Retrieves
− User cache stores / User
cache retrieves
− Logins / Logoffs
− Queries
− Stores
Content Navigator & Sync
Server
− Status & Ping Pages
− Listener Metrics
− ICN DB Health & Statistics
LIBRARY SERVER OBJECT SERVER & TASKS LISTENER & ICN
34. SYSTEMS & MIDDLEWARE – EXAMPLES
4/6/2016 34
SLA Monitoring (% of ‘critical’
monitor instances defined
that work as expected)
Statistics Monitoring
(calculation of average,
minimum, maximum or sum
for selected monitors)
DB Monitoring (Availability,
Filling rates, Connection
Status, Thresholds, etc.)
SQL Performance Monitoring
(DB logon and execution time
of SQL queries)
LDAP Connection Monitoring
JMX Monitoring of App
Servers and Servlet Engines
HTTP / HTTP Status and
Content of web pages
CPU usage and CPU use per
process or group of processes
Memory usage and memory
use per process or group
WMI & SNMP
RMI Server status
Network (netstat, Port check,
NFS, ping status and period)
File system / Windows
partition monitoring
Processes and Services
File monitoring
Listener Instrumentation for
Custom Java Apps
Custom Monitoring
− Numeric Monitors
− Alphanumeric Monitors
− Log file Adapter
Existing Scripts used as
− Custom monitor
− Custom task
FUNCTIONAL WEB & SYSTEM CUSTOM MONITORING
35. EXAMPLES FROM OUR CUSTOMERS
4/6/2016 35
Counting down days until a certificate expires
File count of a folder where a process
creates/deletes dynamic subfolders within it
CUSTOM MONITORS
Get the oldest batch in a BES folder
Check an application ID in the LDAP directory
for expiration or lockout
Look through the Windows application log for
recent installations
Event manipulation – replace cryptic logfile
messages with understandable content so
that a less experienced administrator can take
corrective actions
CUSTOM TASKS
Kill the highest CPU process on a server
Restart multiple services in a specific order
Restart a service and force quit the underlying
process if necessary
Conducted by customers using generic
monitors and logfile adapter of ESM
Easily create your own custom monitors
and tasks, e.g. automated response to events
Clean up temporary files in a directory based
on a database lookup
Look up an email address based on username
and send a preformed email
37. SERVICETRACER – MONITORING OF END USER EXPERIENCE
4/6/2016 37
Health Check for frontend
applications cross locations
Reference measurement in Data
Center
AVAILABILITY
Response times for typical use cases
Influence from network performance
Measurement on GUI level – see
performance from user perspective
SERVICE QUALITY
Automate mundane test activities
Function testing in daily operation
Regression & load testing before
applying changes to production
Fail-over testing
TEST AUTOMATION
Fast and simple configuration in UI
No coding required – can be done by
ECM administrators
Integration into ESM and ITSM
EASE OF USE
38. SERVICETRACER – UNIQUE AND SIMPLE
4/6/2016 38
Robot in DC &
user locations
Cross frontends and
locations – like end user
Measure performance
on GUI level
Service
Tracer
Client
Image Pattern
Recognition
Service
Reporting
Adhoc and
automated
Multi-client
Workflow
Editor
Configuration on GUI
Simple and fast
Network
time
Error
tracing
Network
Tracer
Service
Tracer
39. COVER THE ENTIRE SW LIFECYCLE
39
USAGE
COSTS
How can I save
operational costs?
Is there a way to improve
the service quality?
How do I test my new
applications for service
quality?
How do I prepare my IT
operations to run it?
What growth rates do I have to
expect (resources, capacity)?
How can I guarantee service
quality (uptime and performance)?
How can I ensure service quality
when preparing the
replacement?
4/6/2016
40. HOW DOES IT LOOK LIKE?
4/6/2016 40
WORKFLOW EDITOR IMAGE PATTERN RECOGNITION
DASHBOARD REPORTING
41. BENEFITS OF MONITORING END USER EXPERIENCE
4/6/2016 41
Proactive monitoring of service quality
Cross frontends for all ECM use cases
Cross locations
FULL INSIGHT INTO IBM ECM HEALTH
Extremely ease to use
€
Automated reporting (SLA, audits)
Automated testing
Functional testing
Improve Change Management
Better Business Outcome
Productivity of Knowledge Workers
End customer experience
Cost savings in Operations and App Development