Case Study: Managing Global IT Assets in Tough Times Mark Settle CIO

BMC Software $1.7B in FY2008 5800 employees Financial Management Vendor Management Project and Portfolio Management Human Capital Management Governance and Compliance Service Desk Service Request Management Change and Release Management Asset Management Identity Management Predictive Analytics Performance, Availability and Recovery Application Problem Resolution Event and Impact Management Capacity Management Enterprise Scheduling Application Release Management Configuration Automation Configuration Audit and Compliance $1.7B in FY2008 5800 employees 9th largest independent software company 1000 products 15,000 customers in 110 countries 95% of Fortune 100 Recent Acquisitions ITM (2008) Bladelogic (2008) RealOps (2007) ProactiveNet (2007)

Product Development is key to BMC’s success Major R&D Offices Sunnyvale, CA, USA Houston, TX, USA Austin, TX, USA Pune, India Tel Aviv, Israel Boston, MA, USA

What Assets Are Worth Managing? FY09 IT Budget

Enterprise Systems Management R&D Labs 1500 Developers 100+ concurrent projects 3-9 month average project duration 8000 Physical Servers 8000 Virtual Servers / 470 Physical Hosts x86 (Dell) Unix (Sun, HP, IBM) 300 Terabytes distributed SAN storage

‘Closed Loop’ Asset Management 8000 Virtual Servers

‘Closed Loop’ Asset Management – Tools BMC Service Request Manager BMC Atrium BMC Asset Manager BMC Blade Logic vmWare Virtual Center vmWare Lab Manager EMC Control Center BMC Performance Manager BMC Proactive Net

‘Closed Loop’ Asset Management – Q4 CY2008 Performance 718 requests for new environments 1447 Virtual Servers 750 Virtual Servers 90% Virtual Servers

‘Closed Loop’ Asset Management – Financial Impact Q4 CY2008 Developer Productivity 95% of the requests satisfied in less than 5 days 50% of the requests satisfied in less than 1 day Avoided Cost $700K avoided server expense

IT Infrastructure Management – Conventional work breakdown structure Key Processes Architecture Long term technology strategies Engineering Service management processes Project planning and management Reference technical designs Capacity, configuration, change management Operations Project Execution Installation, configuration, testing, certification Availability, problem management Service Desk Request, incident management

IT Infrastructure Support In Theory… Tier 3 Tier 2 Tier 1 In Practice Automation is a key defense in moving work down the support structure Tier 3 Tier 2 Tier 1

IT Automation – Provisioning example TIME Custom designs for individual requests Reference designs that can be manually applied to virtual server / storage pools Semi-automated run book scripts that assign server / storage resources with minimal operator intervention Automated run book scripts that assign server / storage resources with desk agent oversight Fully automated run book scripts for standard configurations

IT Automation – Incident Management example TIME Continuous system monitoring by operators Event alerts to operators when thresholds are exceeded Forecast alerts to operators when trends are anomalous Automated restart scripts triggered by system failures Pre-emptive notifications to desk agents and end users

IT Automation – A sample $5K incident

Best Practice Guideline * IT Automation – Payoff Best Practice Guideline * BMC Change-to-Incident Event Ratio 15:1 13:1 System vs. User Incident Notification Ratio 3:1 Service Desk First Call Resolution >90% 90% Admin Ratios Desktop users / Admin Server users / Admin (R&D) Network Devices / Admin 180:1 650:1 360:1 * Gartner Research

IT Automation – Payoff Reduced labor costs

IT Infrastructure Support – What does the future hold? Intentional pre-planned movement of work down the support stack Re-establish the direct line-of-sight between infrastructure engineers / operators and the business Career enrichment opportunities for IT staff members Tier 3 Tier 2 Tier 1

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