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BT – Managing Complex Systems. Ian Johnston & John Palmer BCS Kingston & Croydon Branch presentation 26/02/08. Presentation Objectives. Approach to managing e2e systems A standard for application events Business process and component transaction monitoring Order tracking and jeopardy

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BT – Managing Complex Systems

Ian Johnston & John Palmer

BCS Kingston & Croydon Branch presentation 26/02/08


Presentation Objectives

  • Approach to managing e2e systems

  • A standard for application events

  • Business process and component transaction monitoring

  • Order tracking and jeopardy

  • Leveraging the value of monitoring, eg. ASGs, Service and Capacity etc.

  • Managing COTS products eg BEA, Siebel


The BT experience

  • BT architecture – SOA – linked reusable capabilities

  • Our position has been driven from experience in monitoring of complex distributed architecture.

  • The concept of configuring toolsets to monitor e2e is unachievable for large enterprises – maintenance expensive/ impossible.

  • This has led us along the Design route which now parallels ITIL‘s Service Design concepts.


BT’s Matrix Architecture


BT Matrix Architecture Challenges - Service Design

  • Service Level Management

    • SLAs aligned to business requirements

    • BT’s outsourcing strategy

  • Availability

    • Understanding CE requirements

    • Response times

  • Capacity Management

    • Accurate measurement of transaction volumes

    • Response times broken down by capability

  • IT Service Continuity management

    • Dynamic deployment in virtualised environments

    • Physical and geographic resilience

  • SLM

    • Defining measurements & targets, eg volumes, response times

    • Aligning SLAs with UCs

  • Capacity Management

    • Procedures to ensure customer targets are met

  • Business Continuity management

    • Deployment designs to ensure resilience

  • Availability management

    • Measure e2e availability broken down to capabilities


BT Matrix Architecture Challenges - Service Operation

  • Operational management

    • How to assess the impact and prioritise application events by business process and IT Service ?

  • Application management

    • Routing of PRs to the appropriate support groups?

    • Analysing high volumes of events in log files?

  • Technical management

    • Pinpointing root-cause across multiple shared capability

  • Metrics

    • Stepped changes in volumes, errors and response times?

    • Impact of changes eg trend in error rates

    • Measuring operational efficiency eg txns vs. failures


BT Matrix Architecture Challenges – E2E Design

End Customer

End Customer

NB

:

incorporates Flow

Stream

/

Manage

/

Monitor

/

Director

From

Create ServiceID

SF

Provide

Progress

-

pt

1

(

Place Order

)

Build Port

Network Capacity

Shortfall

Into Error

Get Tie Cable Mapping

queue for

manual

processing

Place Order

Pending

Pending

Assigned

`

`

`

Acknowledged

Acknowledged

(

SMPF ID

)

`

`

`

Committed

Committed

Committed

Build VC

RADIUS

,

B

-

RAS

,

VCI

,

etc

`

Installed

Completed

Completed

Update

(

SMPF ID

,

Installation DN etc

)

SMPF ID

Status

=

“Completed”

`

Complete

Activation email

Status

=

“Completed”

To

To

Close Order”

Close Order”

sub

-

process

sub

-

process


BT Approach – Application event standard

Business transaction

Business Process

Event type

Time

Application Standard

Host

Business keys

server

e2e correlation key

Component capability


BT Matrix Architecture Solution - Service Design

SLM

  • agile design workshop to build in measures to support SLAs

    Availability

  • Agile capability workshops to build in measures for monitoring of capacity implemented by apis

  • Standardised events for common error conditions such as interface failures

    IT Service Continuity

  • Dynamic reports of services and deployment profile (host/server distribution)


BT Matrix Architecture Solution- Service Operation

Operational management

  • Event correlation (by service and transaction identifiers)

  • Impact (problem scenario and guided action)

  • Performance bottlenecks

  • Support group checklists (quick wins)

    Application management

  • Improved routing of PRs to the appropriate support groups provided by e2e view

  • We can we analyse high volumes of events by restricting the types of events and provision of summarisation

    Technical management

  • Diagnosis – root cause ( e2e location and standard error)

    Metrics

  • Summarisation and granularity inherent in standard


BT Application Monitoring Standard


Outsourcing Supplier Contracts

1.Monthly views to identify any stepped changes in

  • Volumes, Response times, Error rates

    2. Weekly views of top 5-10 transactions showing

  • Distribution of volumes, variance in response times, peaks and spikes

  • Any worsening trends in errors and thresholds

    3. Monthly analysis of error messages showing

  • Volumes errors, eg aborts, application, business, etc.

  • Breakdown by business process, IT service and component transaction

  • Corresponding traps and CR/DRs using AlarmMis

    4. Ad-hoc Investigations to review

  • Loadings and relative performance across servers

  • Real-time transaction analysis

  • Drill down diagnostics

  • COTS, platform and network root cause analysis  

    5. Service management process to review

  • Capacity

  • Supplier’s (eg Siebel, WLS) and applications development group’s CRs and DRs

  • PRs against remedial activities


What is the BT experience?

Key messages

  • Define Standard for Application Events

  • Instrumentation by design built into matrix capabilities

  • Implementation by using agile design workshops

  • Exploitation of toolset supported by supplier contracts

  • Application monitoring standard promotes the effective problem management by integration with the enterprises diagnostic toolsets


Events

Performance

Hunter Integration Console

System &

Application

Trap

Definitions

Management Frameworks

COTS Monitoring

definitions, e.g.,

Seibel, BEA,

Oracle

Remote Operation

Business Process

& Application txn

Monitoring

  • Flexible & agile

  • Uses COTS out-of-the-box

  • Rapid development & deployment

  • Any management frameworks

  • Low maintenance


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