1. HP BSM implementation summary
IVAN TABARAVETS
May 25, 2015

2. PROBLEM STATEMENT Incidents are identified and reported by users
INCIDENTS PROCESSING EFFICIENCY
Incidents are identified and reported by users
Processing efficiency depends heavily on assignment precision
Alert storms negate effective incident prioritization
SERVICE LEVEL CONTROL
Independent system operation monitoring result in lack of service health awareness
Unacceptable service performance is realized reactively upon report analysis
USER EXPERIENCE
Technically healthy applications provide unsatisfying user experience
Lack of user behavior emulation monitoring leads to long-standing usability issues

3. ONLY 9% PROACTIVELY RESOLVED SPORTCHEK
The overwhelming majority of incidents related to application services are identified and reported by users
In the most cases incidents identified and addressed by service team are discovered by users prior to resolution
KEY HIGHLIGHTS
SPORTCHEK
INCIDENT PROCESSING STATISTICS
ONLY 9%
PROACTIVELY RESOLVED

4. 80% 80% OVERHEAD IN 17% OF THE JOB of overhead SPORTCHEK
In the most cases incidents are handled with an outstanding efficiency score of 97%
But processing efficiency depends heavily on assignment precision
And each consecutive reassignment dramatically decreases processing efficiency
KEY HIGHLIGHTS
SPORTCHEK
INCIDENT PROCESSING EFFICIENCY
80%
OVERHEAD IN 17% OF THE JOB
80%
of overhead

5. ISSUE 80% IS IT AN of overhead WITH SLA? SPORTCHEK
System operation monitoring carried out by often separated teams doesn’t guarantee sufficient awareness of service performance in case of complex applications
SLA breaches are typically identified upon report analysis and are not timely addressed
KEY HIGHLIGHTS
SPORTCHEK
SERVICE LEVEL CONTROL
Streaming
Request / Response
Status / Error
Corrections Web Portal
Managed File Transfer
Data Quality Monitor
Error
Unprocessed Data
Operational Logs
DATA STORAGE
1 Year Data
5 Year Compressed Date
EVENT & ORDERS
Customer Data
Reporter Data
PLL DATA
Reference Data
Market Data
REFERENCE & TRADE DATA
Services
Client CAT-Hosted Portal
Regulation Web Portal
ETL Stage
Validation, Added Value Calculations & Error Handling Stage
5 days Data
Order Linkage Stage
Unlinked Orders
Errors
BROADRIDGE HOSTED
2 Years Processed Data Archive
Unprocessed Data Archive
Logs Archive
DATA ARCHIVE
B2B INGESTION LAYER
OPERATIONAL DATA STORE LAYER
CENTRAL REPOSITORY LAYER
DATA DELIVERY LAYER
Regulator’s Sandbox Storage
Query Optimization
Data Enrichment
DATA ACCESS
Exchanges
TRF / ADF
Broker-Dealers / Reporting Agents
CTA / UPT/ OPRA
DATA SOURCES
IS IT AN
ISSUE
WITH SLA?
80%
of overhead

6. PROJECT OVERVIEW
Enhance incident identification and processing efficiency, enable end-to-end control over service delivery conditions and improve user experience
Implement a company-wide event management system built on HP BSM platform to cover application services essential for delivery operations
The first stage of the project required a ten month long engagement of a project manager, a solution architect and three engineers totaling at approximately thirty man-months of effort
THE GOAL
THE PROJECT
THE EFFORT

7. APPS 3 OF 60 FOR 30% OF INCIDENTS SPORTCHEK
Project scope definition was driven by application services complexity, monthly incidents flow and impact on the delivery operations
The first stage of the implementation aimed to cover EPAM Cloud, Atlassian Jira and Atlassian Confluence
KEY HIGHLIGHTS
SPORTCHEK
CLOUD
CONFLUENCE
CTC
JIRA
GIT
3 OF 60
APPS
FOR 30% OF INCIDENTS
EXCHANGE

8. PROJECT ROADMAP Architecture Definition Architecture vision
Functional Analysis and Solution Design
Architecture definition document
Solution requirements specification
Solution Implementation
Solution deployed
Issues in Defect Tracking System
Test Specification, Artifacts & Results
Process Engineering
Updated process documentation
Data Source Connectors Development
Integrated data sources
Integration with Event Handling Systems
Integrated with event handling systems
Rollout to Production
Solution deployed to production
Service Topology Maps
Discover Service Topology
Discover Service Delivery Parameters
System operation metrics mapped to service delivery parameters
Define Event Handling Logic
Event classes associated with handlers
Classify Event Handlers
Event handlers catalog
Classify Events
Event classes catalog QA

9. SOLUTION DESIGN
PROCESSING LAYER
PRESENTATION LAYER
Event Management System
Event Correlation System
Event Management
Analyze historical data
Map events to service topology
Consolidate, filter and log events
Capture monitoring data
Execute event handlers
AGGREGATION LAYER
SERVICE HEALTH DASHBOARD
Visualize
Service Health Analyzer
Service Health Dashboard
Present consolidated information about service health in real-time Call applicable event handlers and update service health information in uCMDB Map events to service topology data from uCMDB and filter excessive information Capture monitoring data from underlying monitoring systems and present it in a unified form of events
EVENT MANAGEMENT SUBSYSTEM
Operation Analytics
Event Handlers
EVENT CORRELATION SUBSYSTEM
Event Log
DATA AGGREGATION SUBSYSTEM
Data Aggregation System
uCMDB
Monitoring Systems

10. PROJECT OUTCOMES INCIDENTS PROCESSING EFFICIENCY
Up to 25% of incidents are resolved proactively, a 3-times increase over the baseline
Incident processing overhead cut down by approximately 150 hours per month
SERVICE LEVEL CONTROL
System operation monitoring parameters are mapped to service delivery objectives
Service health information is reported in real-time allowing timely corrective actions
USER EXPERIENCE
Proactive incident handling and better control over SLA improved user experience
User behavior emulation helped us to discover and address tens of usability issues

11. LESSONS LEARNT
DEFINE SERVICE DELIVERY PARAMETERS
Ensure you have a well-defined SLA for application services to map system monitoring parameters to Service topology discovery and continuous actualization is an absolute must to make things work Event classes are many, event handlers are typically few, so event handlers catalog is a good starting point This is a lesson you can never completely learn: always overestimate your integration efforts and control your project scope to be able to deliver results on time and budget
DISCOVER SERVICE TOPOLOGY MAPS
PUT TOGETHER EVENT HANDLING PROCEDURES
OVERESTIMATE INTEGRATION EFFORTS

12. THANKS FOR YOUR ATTENTION
IVAN TABARAVETS