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

2. 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)

3. 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

4. What Assets Are Worth Managing?
FY09 IT Budget

5. 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

6. ‘Closed Loop’ Asset Management
8000
Virtual
Servers

7. ‘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

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

9. ‘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

10. 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

11. 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

12. 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

13. 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

14. IT Automation – A sample $5K incident

15. 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

16. IT Automation – Payoff
Reduced labor costs

17. 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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