Business-driven Service Delivery CMG – Philadelphia, PA Brian J Coryea Solution Sales Director

2 Challenges for IT Operations 2. End users don’t tell us! 2,000,000 customers Poor experience 22% Positive experience 78% Complain 2% Do not complain 98% 440,000 customers Source: Gartner, “How to Approach Customer Experience Management” 1. We don’t know about performance issues until end users tell us. 73% of IT service issues are discovered by end users Source: Forrester study commissioned by Compuware

3 Challenges for IT Operations 4. Our resolution processes are inefficient Average # of IT people to identify and resolve performance issues Just one person Ten or more people Six to nine people Two to five people 4% 57% 14% 24% 3. When we discover issues, we can’t determine business impact Source: Forrester study commissioned by Compuware 72% say it is challenging or very challenging to understand business impact of IT issues

4 Impact of Service Delivery Challenges Lost or delayed revenue Diminished brand equity Customer/user dissatisfaction Competitive disadvantage Increased time-to-market Business Credibility loss Inefficient resource allocation Deployment failures Outsourcing threat SLA non-compliance Unnecessary capacity investments Inability to demonstrate ROI IT Operations

5 Inhibitors to Service Excellence No foundation for IT/business dialogMismatched expectations Technology-focused metricsIT in reactive mode

6 Why Traditional Monitoring Is Not Enough End-user Perspective Network Web Middleware App server Mainframe Database Loan application 8:009:0010:00 Situation #1 “Normal” slow-downs occur at component level In IT’s view no real downtime has occurred Performance is unacceptable to end user Difficult for IT to pinpoint the source of the problem. Do we need to add network bandwidth? Server capacity? Is there an application issue?

7 Why Traditional Monitoring Is Not Enough End-user Perspective Network Web Middleware App server Mainframe Database Loan application 11:0012:00 Situation #2 A problem occurs at the component level IT detects the problem from: Monitoring tool notification or Service desk call IT fixes problem and reports as downtime against SLAs Customers experience downtime until the problem is fixed 8:009:0010:00

8 Why Traditional Monitoring Is Not Enough End-user Perspective Network Web Middleware App server Mainframe Database Loan application 13:0014:0015:0016:0017:00 Situation #3 Problem occurs undetected by component monitoring tools IT doesn’t learn about the problem until enough end users call and problem is escalated IT is challenged to verify that there is a problem, and to identify it’s source. In many cases the problem is intermittent, making it more difficult for IT to recreate the issue and adding to the end user’s frustration. 11:0012:008:009:0010:00

9 13:0014:0015:0016:0017:0011:0012:008:009:0010:00 Why Traditional Monitoring Is Not Enough End-user Perspective Network Web Middleware App server Mainframe Database Loan application “All our lights are green.” “The system is slow!” Looking at things from the component level, IT’s perspective is that everything is fine. The end user’s perspective is very different. virtualization thin client SOA SaaS legacy modernization

10 What’s Needed Prioritization based on business impact Efficient troubleshooting and resolution Continuous improvement Visibility into true service quality

11 Visibility into true service quality What’s Needed

12 Visibility into true service quality Data Center transaction initiation transaction response End User Experience Monitor critical applications and transactions Provides proactive indication of problems Monitor all users, all transactions, all the time

13 End User Experience Monitor critical applications and transactions Provides proactive indication of problems Monitor all users, all transactions, all the time Transaction Response Time Allows IT to see exactly what happened at every stage of every transaction Correlate slow data center transactions with the End User Experience Visibility from the End User through the Mainframe transaction initiation transaction response Web or Citrix Servers App & DB Servers Middleware Servers Mainframe Data center Visibility into true service quality

14 Prioritization based on business impact Visibility into true service quality What’s Needed

15 Understanding Business Impact Maps critical business processes to IT infrastructure Integrates with any third- party: monitoring tool service desk CMDB Real-time, business- oriented service views

16 Prioritization of Resolution Efforts Need to know: Criticality of application Number of users affected Locations affected How long problem has been happening? Online banking SAP Exchange PeopleSoft Loan processing NYAtlantaDenverSeattleLondonTokyoSydneyUsers 5,295 1, ,883 2,460 Online banking SAP Exchange PeopleSoft Loan processing 08:0009:0010:0011:0012:0013:0014:00Avail 100% 98.3% 100% New York

17 Prioritization based on business impact Efficient troubleshooting and resolution Visibility into true service quality What’s Needed

18 Troubleshooting and Resolution Step 1 – Fault Domain Isolation Characterize transaction time on client, network and server and compare to baseline Eliminate finger pointing and quickly assign appropriate resources ClientNetworkServer Baseline Actual 03/25/ :21:03Chicago ClientNetworkServerTotal% SLATransaction TimeLocationTime Allocation

19 Troubleshooting and Resolution Step 2 – Drill-down into Technology Tier Infrastructure Scope Transaction Scope User AUser BUser C Tx1Tx2Tx3 Network Web Server 1 Web Server 2 App Server 1 Mainframe CICS Region 1 Database URL JSP EJB Method 1Method 2Method 3 Instance 1Instance 2Instance 3 SQL 1SQL 2SQL 3 What is User B doing? What is the mix of transactions? What are the delays? What are the think times? Which JSPs are being called by that URL? Which EJBS are being called? Methods being invoked? How long are they taking? Which ones are slow? Show me the list of method invocations… Which one(s) are slowest? Why? Where is the time being spent? Which queries are being executed?

20 Troubleshooting and Resolution Step 2 – Drill-down into Technology Tier User AUser BUser C Infrastructure Scope Tx1Tx2Tx3 Network Web Server 1 Web Server 2 App Server 1 Mainframe CICS Region 1 Database URL JSP EJB Method 1Method 2Method 3 Instance 1Instance 2Instance 3 SQL 1SQL 2SQL 3 What is User B doing? What is the mix of transactions? What are the delays? What are the think times? Which JSPs are being called by that URL? Which EJBS are being called? Methods being invoked? How long are they taking? Which ones are slow? Show me the list of method invocations… Which one(s) are slowest? Why? Where is the time being spent? Which queries are being executed? Transaction Scope

21 Prioritization based on business impact Efficient troubleshooting and resolution Continuous improvement Visibility into true service quality What’s Needed

22 Continuous Improvement Continual service quality improvement Establish consistent processes (ITIL) Improve service quality (Six Sigma) Increase IT maturity Focus on customers Baseline of service quality Quantify improvement Risk mitigation

23 Prioritization based on business impact Efficient troubleshooting and resolution Continuous improvement Visibility into true service quality What’s Needed

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