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How Application Discovery and
Dependency Mapping can stop you
from losing customers
March 19, 2015
Eveline Oehrlich
VP, Re...
2
Eveline Oehrlich – VP, Research Director
Eveline covers BT & IT Operations and service delivery, her
current research fo...
3
• Log questions in the Questions panel
located on the lower right corner of your
screen
• Questions will be addressed du...
How Application Discovery &
Dependency Mapping Can Stop You
From Losing Customers…
Eveline Oehrlich, VP, Research Director...
© 2014 Forrester Research, Inc. Reproduction Prohibited 5
Agenda
• The age of the customer
• The customer lifecycle
• MTTR...
© 2014 Forrester Research, Inc. Reproduction Prohibited 6
Age of manufacturing
Mass manufacturing
makes industrial
powerho...
© 2014 Forrester Research, Inc. Reproduction Prohibited 7
Turn big data
into business
insights
Transform
the customer
expe...
Ascending before descending
Source: John E. Hunter, Frank L. Schmidt, and Michael K. Judiesch (1990), Individual Differenc...
© 2014 Forrester Research, Inc. Reproduction Prohibited 9
Business leaders prioritize growth and
customer experience impro...
© 2014 Forrester Research, Inc. Reproduction Prohibited 10
Two technology management agendas
Technology
management = BT
Bu...
© 2014 Forrester Research, Inc. Reproduction Prohibited 11
50K foot view of the BT Agenda
Customer
journey
Business
capabi...
© 2014 Forrester Research, Inc. Reproduction Prohibited
Customer Journey: The Customer Life Cycle
May 2014 “Brief: Systems...
© 2014 Forrester Research, Inc. Reproduction Prohibited 13
50K foot view of the BT Agenda
Customer
journey
Business
capabi...
Business Processes
Services Hierarchy
14
Business
Services
ISBusiness
Application
Services
ConsultingServices
Infrastructu...
© 2014 Forrester Research, Inc. Reproduction Prohibited 15
50K foot view of the BT Agenda
Customer
journey
Business
capabi...
© 2014 Forrester Research, Inc. Reproduction Prohibited
Characterizing Three Classes
Of Software Systems
May 2014 “Brief: ...
© 2014 Forrester Research, Inc. Reproduction Prohibited
Systems Of Engagement Directly
Touch Customers
May 2014 “Brief: Sy...
© 2014 Forrester Research, Inc. Reproduction Prohibited 18
50K foot view of the BT Agenda
Customer
journey
Business
capabi...
© 2014 Forrester Research, Inc. Reproduction Prohibited 19
Business Technology Supporting CLC
Source: July 29, 2014, “Top ...
© 2014 Forrester Research, Inc. Reproduction Prohibited 20
Application Discovery &
Dependency Mapping
› Mean time to resolution is a good Operations KPI
› Mean time to identify
› Mean time to know
› Mean time to fix
› Mean t...
F A C T S
© 2013 Forrester Research, Inc. Reproduction Prohibited 24
47 %
increase
tickets
volumes
due to
new apps &
systems
Source:...
Only 35% of support organizations have
adopted problem management .
Source: HDI Supprt Center Practices & Salary Report 20...
Only 12% of support centers have
adopted event management.
Source: HDI Supprt Center Practices & Salary Report 2014
The Growth Of Applications And Mobile
Apps
› Applications will dominate the market growth
› Mobile app will dominate within
Additional Technology Management
Challenges
› Increase in application and infrastructure
complexity
• Decreasing hardware ...
Processes and Tools are Interdependent
Tools influence processes
• Tools can be used to automate processes
› Save on resou...
0 10 20 30 40 50 60
Incident Management
Change Management
Problem Management
Knowledge Management
Asset Management
Service...
© 2014 Forrester Research, Inc. Reproduction Prohibited 31
Need a more sophisticated
approach
© 2013 Forrester Research, Inc. Reproduction Prohibited 32
The Resolution
Business process
Infrastructure
component
Infras...
© 2013 Forrester Research, Inc. Reproduction Prohibited 33
Automated Application Mapping
Component
Discovery
Ecosystem
Ser...
Application Mapping = Enabling
Technology
› Release management: check development and production
dependencies
› Configurat...
© 2013 Forrester Research, Inc. Reproduction Prohibited 35
Example: Application to Incident and Problem
Resolution
Applica...
© 2013 Forrester Research, Inc. Reproduction Prohibited 36
Example: Application to Incident and Problem
Resolution
Applica...
Conclusion
Service Oriented Management
• Requires a link between business process and
infrastructure: the application serv...
Thank you
Eveline Oehrlich
eoehrlich@forrester.com
Arun Balachandran
Sr. Product Marketing Analyst
ManageEngine
A sneak peek into ManageEngine’s
upcoming ADDM feature
40
Greater Complexity of IT Infrastructure
41
 Visualize application interdependencies in complex
environments.
 Quickly estimate the service impact of downtime or...
42
 Agentless discovery for easier deployment.
 Uses standard protocols and ports – WMI, SSH, SNMP
 Aid for automatic c...
User inputs IP range,
subnets
Adds credentials for relevant
apps and specifies TCP
ports
ADDM runs full discovery
scan acr...
44
New Discovery Wizard
45
Depends on the network response time, number of devices
and credentials provided for discovery.
Ideally, for a network ...
46
Discovered Applications and Devices
47
Sample Dependency Map
48
About Applications Manager
49
Q&A – Please Log Questions in the Questions Panel
Find out more about ManageEngine APM solutions
athttp://www.manageeng...
Thanks!
Contact: appmanager-support@manageengine.com
Live Demo: http://demo.appmanager.com
On Twitter: @barun
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How Application Discovery and Dependency Mapping can stop you from losing customers

With ever shortening technology life cycles, change is not only constant but also quite frequent in today’s IT enterprise. But can your business keep up with such rapidly evolving IT? To stay on top of the change management game, you need to know exactly WHAT components ​constitute your IT setup, exactly WHERE each of them are, HOW they all are interconnected, and WHICH business service depends on each component. With application discovery and dependency mapping (ADDM), you can comprehensively map these interdependencies not only between the components themselves but between the components and the business services that rely on them as well.
To learn more ​about ADDM listen to Eveline Oehrlich, VP and research director (IT Infrastructure and Operations) of Forrester on our webinar, “How Application Discovery and Dependency Mapping can stop you from losing customers.” ​Learn:

- What ADDM is, its challenges, and the benefits of adopting this approach

- How you can make better business decisions and use ADDM to recover quickly from application downtime

Also, catch an exclusive preview of the upcoming ADDM feature in ManageEngine Applications Manager.

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How Application Discovery and Dependency Mapping can stop you from losing customers

  1. 1. How Application Discovery and Dependency Mapping can stop you from losing customers March 19, 2015 Eveline Oehrlich VP, Research Director Forrester Research Arun Balachandran Sr. Marketing Analyst ManageEngine
  2. 2. 2 Eveline Oehrlich – VP, Research Director Eveline covers BT & IT Operations and service delivery, her current research focuses on the implementation of best practices around people, processes and technology to advance BT & IT Operations teams into the age of the customer. Her coverage includes service management from a holistic or partial perspective, including topics such as Service Portfolio Management, Technology Business Management and many other aspects of BT and IT. Arun Balachandran – Sr. Marketing Analyst Arun is a senior marketing analyst at ManageEngine and currently works for ManageEngine’s application performance management solution. Arun is the author of application performance management white papers such as Integrated Performance Management for Physical, Virtual and Cloud Infrastructure and Going Beyond Plain Virtualization Monitoring. He has a masters degree in computer applications. Today’s Presenters
  3. 3. 3 • Log questions in the Questions panel located on the lower right corner of your screen • Questions will be addressed during the Q&A session of the event Questions Event recording • An archived version of the event recording will be available at www.ManageEngine.com/apm Event presentation • A PDF of the PowerPoint presentation will be available Logistics for Today’s Webinar
  4. 4. How Application Discovery & Dependency Mapping Can Stop You From Losing Customers… Eveline Oehrlich, VP, Research Director March 10, 2015
  5. 5. © 2014 Forrester Research, Inc. Reproduction Prohibited 5 Agenda • The age of the customer • The customer lifecycle • MTTR must change • A different approach • Conclusion
  6. 6. © 2014 Forrester Research, Inc. Reproduction Prohibited 6 Age of manufacturing Mass manufacturing makes industrial powerhouses successful • Ford • Boeing • GE • RCA Age of distribution Global connections and transportation systems make distribution key • Wal-Mart • Toyota • P&G • UPS Age of information Connected PCs and supply chains mean those that control information flow dominate • Amazon • Google • Comcast • Capital One Age of the customer Empowered buyers demand a new level of customer obsession • Macy’s • Salesforce.com • USAA • Amazon The age of the customer is a 20-year business cycle in which the most successful enterprises will reinvent themselves to systematically understand and serve increasingly powerful customers. Empowered customers have given rise to a new era led by empowered customers
  7. 7. © 2014 Forrester Research, Inc. Reproduction Prohibited 7 Turn big data into business insights Transform the customer experience Accelerate your digital business Age of the customer Embrace the mobile mind shift Here’s how your buyers are thinking about the market imperatives
  8. 8. Ascending before descending Source: John E. Hunter, Frank L. Schmidt, and Michael K. Judiesch (1990), Individual Differences in Output Variability as a Function of Job Complexity, Journal of Applied Psychology, Volume 75, Vol. 1 (p.36)
  9. 9. © 2014 Forrester Research, Inc. Reproduction Prohibited 9 Business leaders prioritize growth and customer experience improvement
  10. 10. © 2014 Forrester Research, Inc. Reproduction Prohibited 10 Two technology management agendas Technology management = BT Business technology: The systems, technologies, and processes to win, serve, and retain customers. IT + Information technology: The systems, technologies, and processes to support and transform an organization’s internal operations. The work an organization performs to differentiate products and services and achieve business outcomes with technology. Source: 1TM Terminology https://docs.google.com/a/forrester.com/spreadsheet/ccc?key=0AibVsTmQIAYjdFJEOHNZWVJ2UllFbTVScEtaZnpNU lE&usp=drive_web#gid=0
  11. 11. © 2014 Forrester Research, Inc. Reproduction Prohibited 11 50K foot view of the BT Agenda Customer journey Business capabilities System patterns Technology portfolio BT leadership Activates Catalyzes changes in systems Consume resources Shapes priorities Delivers outcomes Systems of: 1.Record 2.Engagement 3.Automation
  12. 12. © 2014 Forrester Research, Inc. Reproduction Prohibited Customer Journey: The Customer Life Cycle May 2014 “Brief: Systems Of Engagement Take Center Stage”
  13. 13. © 2014 Forrester Research, Inc. Reproduction Prohibited 13 50K foot view of the BT Agenda Customer journey Business capabilities System patterns Technology portfolio BT leadership Activates Catalyzes changes in systems Consume resources Shapes priorities Delivers outcomes Systems of: 1.Record 2.Engagement 3.Automation
  14. 14. Business Processes Services Hierarchy 14 Business Services ISBusiness Application Services ConsultingServices Infrastructure Services Project and Support - Related Services for IT Partners and Key Stakeholders + Storage & Backup + System Monitoring + Facilities management + Scheduling+ Database + SAP + Network + Web Site Hosting + e-sourcing, + Treasury system, + Brand Image library, + e-learning, + Back office reporting, + Sales force system, + Order to cash, + Plan to produce, + Financial cycles © 2013 Forrester Research, Inc. Reproduction Prohibited
  15. 15. © 2014 Forrester Research, Inc. Reproduction Prohibited 15 50K foot view of the BT Agenda Customer journey Business capabilities System patterns Technology portfolio BT leadership Activates Catalyzes changes in systems Consume resources Shapes priorities Delivers outcomes Systems of: 1.Record 2.Engagement 3.Automation
  16. 16. © 2014 Forrester Research, Inc. Reproduction Prohibited Characterizing Three Classes Of Software Systems May 2014 “Brief: Systems Of Engagement Take Center Stage”
  17. 17. © 2014 Forrester Research, Inc. Reproduction Prohibited Systems Of Engagement Directly Touch Customers May 2014 “Brief: Systems Of Engagement Take Center Stage”
  18. 18. © 2014 Forrester Research, Inc. Reproduction Prohibited 18 50K foot view of the BT Agenda Customer journey Business capabilities System patterns Technology portfolio BT leadership Activates Catalyzes changes in systems Consume resources Shapes priorities Delivers outcomes Systems of: 1.Record 2.Engagement 3.Automation
  19. 19. © 2014 Forrester Research, Inc. Reproduction Prohibited 19 Business Technology Supporting CLC Source: July 29, 2014, “Top Technologies For Your BT Agenda” Forrester report
  20. 20. © 2014 Forrester Research, Inc. Reproduction Prohibited 20
  21. 21. Application Discovery & Dependency Mapping
  22. 22. › Mean time to resolution is a good Operations KPI › Mean time to identify › Mean time to know › Mean time to fix › Mean time to verify MTTI MTTK MTTF MTTV 1. Where Does I&O Waste Time (i.e., Money)? MTTR HERE is the opportunity!
  23. 23. F A C T S
  24. 24. © 2013 Forrester Research, Inc. Reproduction Prohibited 24 47 % increase tickets volumes due to new apps & systems Source: HDI Supprt Center Practices & Salary Report 2014
  25. 25. Only 35% of support organizations have adopted problem management . Source: HDI Supprt Center Practices & Salary Report 2014
  26. 26. Only 12% of support centers have adopted event management. Source: HDI Supprt Center Practices & Salary Report 2014
  27. 27. The Growth Of Applications And Mobile Apps › Applications will dominate the market growth › Mobile app will dominate within
  28. 28. Additional Technology Management Challenges › Increase in application and infrastructure complexity • Decreasing hardware and software costs mean actually an acceleration in numbers › Difficulty of administration and support • Leads to resource allocation to administration and support rather than strategic projects • Need to compensate by hiring more people • IT will quickly reach an unsustainable cost structure
  29. 29. Processes and Tools are Interdependent Tools influence processes • Tools can be used to automate processes › Save on resources • Processes can be enabled by tools › More accurate and granular information › Better analysis of information
  30. 30. 0 10 20 30 40 50 60 Incident Management Change Management Problem Management Knowledge Management Asset Management Service Level Management Configuration Management Request Fullfillment Service Catalog Management Release & Deployment… Access Management Information Security… Event Management Business Relationship… Availability Management IT Service Cont. Management Capacity Management Service Portfolio Management Financial Management For… Strategy management For… Supplier Management Transition Planning & Support ITIL Adoption 2014 Percentage of organizations who have adopted each process Source: HDI 2014
  31. 31. © 2014 Forrester Research, Inc. Reproduction Prohibited 31 Need a more sophisticated approach
  32. 32. © 2013 Forrester Research, Inc. Reproduction Prohibited 32 The Resolution Business process Infrastructure component Infrastructure component Infrastructure component Infrastructure component Infrastructure component Application Application Application Service-ecosystem dependency models: Application Mapping
  33. 33. © 2013 Forrester Research, Inc. Reproduction Prohibited 33 Automated Application Mapping Component Discovery Ecosystem Service Model (Metadata Repository) Asset And Configuration Data Application Mapping Component Data Collection Discovery of Application patterns Mapping of applications To components
  34. 34. Application Mapping = Enabling Technology › Release management: check development and production dependencies › Configuration and change management: understanding impact › Compliance and audit trails › Cost control and charge back › Infrastructure consolidation › Disaster recovery site and planning › IT Operation management: dynamic provisioning, incident management, service level management, capacity planning, etc.
  35. 35. © 2013 Forrester Research, Inc. Reproduction Prohibited 35 Example: Application to Incident and Problem Resolution Application Network Components Server Components Database Components Tree Structure of Network Analysis Tree Structure of Server Analysis Tree Structure of Database Analysis Incident management: Events Capacity Performance End user complaints
  36. 36. © 2013 Forrester Research, Inc. Reproduction Prohibited 36 Example: Application to Incident and Problem Resolution Application Network Components Server Components Database Components Tree Structure of Network Analysis Tree Structure of Server Analysis Tree Structure of Database Analysis Impact analysis Triage Problem management Component Alerts
  37. 37. Conclusion Service Oriented Management • Requires a link between business process and infrastructure: the application service model • Crosses “Management Domains” • Is the result of a strategy, not of multiple tactical initiatives • Results in business alignment Processes need to be automatized • Reduces manual work and allows the shift of resources • Eliminates human error
  38. 38. Thank you Eveline Oehrlich eoehrlich@forrester.com
  39. 39. Arun Balachandran Sr. Product Marketing Analyst ManageEngine A sneak peek into ManageEngine’s upcoming ADDM feature
  40. 40. 40 Greater Complexity of IT Infrastructure
  41. 41. 41  Visualize application interdependencies in complex environments.  Quickly estimate the service impact of downtime or failures.  Expedite application troubleshooting by pinpointing associated components. Introduction to ADDM
  42. 42. 42  Agentless discovery for easier deployment.  Uses standard protocols and ports – WMI, SSH, SNMP  Aid for automatic creation of business service groups.  Accurate view of infrastructure  Data can be used as an input to CMDB.  Currently in beta. GA release targeted for Q3 2015. ADDM
  43. 43. User inputs IP range, subnets Adds credentials for relevant apps and specifies TCP ports ADDM runs full discovery scan across network and discovers apps & systems User chooses to create map of discovered devices and apps
  44. 44. 44 New Discovery Wizard
  45. 45. 45 Depends on the network response time, number of devices and credentials provided for discovery. Ideally, for a network of 255 devices with 10 credentials (inclusive of device and application credentials), discovery takes around 8 minutes. Time taken for discovery
  46. 46. 46 Discovered Applications and Devices
  47. 47. 47 Sample Dependency Map
  48. 48. 48 About Applications Manager
  49. 49. 49 Q&A – Please Log Questions in the Questions Panel Find out more about ManageEngine APM solutions athttp://www.manageengine.com/APM
  50. 50. Thanks! Contact: appmanager-support@manageengine.com Live Demo: http://demo.appmanager.com On Twitter: @barun

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