Gordon McKenna - MVP System Center Operations Manager - Inframon Ltd Sean Roberts – Head of Product Development – Inframon Ltd

Agenda Introduction Role Play The IT Iceberg Effect Defining a Performance Framework The SLA Evolution Operations Manager Report Demo Dashboards Overview Creating a CIO Dashboard Demo in SQL Reporting Services 2008 R2 Questions

About Inframon “One of the best System Center Partners in the world” – Ryan O’Hara, Director of System Center Marketing, Microsoft, November 2009 System Center Specialists EMEA based System Center consultancy, solutions and training The only two System Center Operations Manager MVPs in the UK…

Role Play “Us” versus “Them”

IT v Business World Understanding the Problem Finances IT Finances IT Feels that money is spent but systems are down or slow Feels that money is spent but systems are down or slow Downtime costs HIM money Downtime costs HIM money Has no visibility into IT performance Has no visibility into IT performance Has to constantly prod IT for information Has to constantly prod IT for information Has a poor perception of IT Has a poor perception of IT Finances IT Finances IT Feels that money is spent but systems are down or slow Feels that money is spent but systems are down or slow Downtime costs HIM money Downtime costs HIM money Has no visibility into IT performance Has no visibility into IT performance Has to constantly prod IT for information Has to constantly prod IT for information Has a poor perception of IT Has a poor perception of IT Constantly under attack from the business Variable goals, measures and targets Constantly fire fighting the latest adhoc “problem” Performs a lot of work that adds value but is unseen by the business Feels undervalued and over worked. Constantly under attack from the business Variable goals, measures and targets Constantly fire fighting the latest adhoc “problem” Performs a lot of work that adds value but is unseen by the business Feels undervalued and over worked.

An Analysis of Issues No agreed upon framework for acceptable performance Cannot measure, scorecard or trend Performance Lack of visibility & transparency Reactive Problem Solving Cannot identify poor performing apps Poor planning & investment decision IT Blackhole effect

Microsoft Operations Manager SLA Evolution Calculated & Derived Availability Report (MOM 2005) Health Model Availability and Performance (OpsMgr 2007) Service Level Tracking (OpsMgr 2007 R2) Retrospective Near Real Time Real Time Basic Standardised Dynamic

The IT Iceberg Effect Processes People Solutions Performance Availability Costs Value Value – Does this service deliver me tangible value and help me to execute my function? Costs – Are costs realistic, transparent and controlled? Availability – Is this service available when I need it. Downtime costs me money. Performance – We need an agreed upon framework for acceptable performance of the technology and related support processes

Service Level Agreements Constructing our SLA Hours of Operation (9-5/24-7) Determination of Scope (Application A & B) Definition of Measurable Items Availability (Uptime) Performance (Response Time) Acceptable Targets Availability>99.5% Performance (Response Time) Business Process Consumers Frequency Delivery Method

Operations Manager Reporting Finding SLA Information Service Level Tracking Standard SLA Reporting Service Level Dashboard V2 Delivery Mechanism Adhoc Export to XLS/PDF etc Scheduled Delivery Network Share Publishing to Sharepoint

Operations Manager 2007 Reporting Getting SLA Information

End to End Enterprise Reporting Framework Self Service Portal Custom Reports Service Level Dashboard V2 SSRS 2008 R2 IT Operators IT Analysts Executives Analysis Data Warehouse Default Reports OpsMgr IT Managers SharePoint 2007 OLAPCubeOLAPCube Performance Point

Building a CIO Scorecard in SSRS Collect Data from Operations Manager DW Report Builder 3.0 Report upon Alerts Availability Key Metrics Sources data from SQL Cubes

Microsoft Operations Manager DW Live Data Warehouse Multiple Aggregates Raw Hourly Daily Choosing the right aggregate; Gotchya!

Report Builder 3.0 (November CTP) ClickOnce application No longer requires report models (Since 2.0) Runs reports locally Tablix Reports Includes Maps… that’s right MAPS!!!!

SSRS v PerformancePoint Constrained by web parts Constrained by web parts Exports to PowerPoint & Excel Exports to PowerPoint & Excel No scheduled delivery No scheduled delivery Uses SSAS and SSRS Uses SSAS and SSRS Has slice and dice Has slice and dice Low learning curve once cube is configured Low learning curve once cube is configured Constrained by web parts Constrained by web parts Exports to PowerPoint & Excel Exports to PowerPoint & Excel No scheduled delivery No scheduled delivery Uses SSAS and SSRS Uses SSAS and SSRS Has slice and dice Has slice and dice Low learning curve once cube is configured Low learning curve once cube is configured Highly Customizable Format Exports to multiple formats (PDF, tiff, word, html, mhtml, excel, csv) Scheduled delivery channels; , file share to snapshots Requires more skills in SQL or SSAS No slice and dice functionality Has maps and dials Highly Customizable Format Exports to multiple formats (PDF, tiff, word, html, mhtml, excel, csv) Scheduled delivery channels; , file share to snapshots Requires more skills in SQL or SSAS No slice and dice functionality Has maps and dials

Service Level Objectives

Managed Entities (State)

Managed Entities (Collection)

Fact Tables

Creating a CIO Dashboard in SQL 2008 R2

Custom Reports Service Level Dashboard V2 SSRS 2008 R2 IT Operators IT Analysts Executives Analysis Data Warehouse Default Reports OpsMgr IT Managers SharePoint 2007 OLAPCubeOLAPCube Performance Point End to End Enterprise Reporting Framework Self Service Portal

Conclusion Importance of SLA Reporting Gathering SLA Information from Operations Manager Defining the Operational Reporting Framework Creating CIO Dashboards

Q & A

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