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Tivoli Business Service Management solution Overview, Key Concepts, and New Features

IBM Tivoli Software. Tivoli Business Service Management solution Overview, Key Concepts, and New Features. Ahmed Kira - Above Region BSM Lead akira@us.ibm.com. IBM Confidential. Agenda. Brief background on BSM Demo 1: Tivoli components feeding TBSM

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Tivoli Business Service Management solution Overview, Key Concepts, and New Features

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  1. IBM Tivoli Software Tivoli Business Service Management solutionOverview, Key Concepts, and New Features Ahmed Kira - Above Region BSM Lead akira@us.ibm.com IBM Confidential

  2. Agenda • Brief background on BSM • Demo 1: Tivoli components feeding TBSM • Review of some key (and often overlooked) features in TBSM • Dynamic Thresholding • Output Expressions • SLAs • Reporting • Service Impact Analysis • TBSM 4.2 new features • Demo 2: TBSM 4.2 interface, and ITM charting integration • Best Practices: Strategies for success

  3. Business Service Management Service-centric Modeling, impact & RCA TBSM Consolidated Operations Management Cross-domain Correlation, Topology & Analytics Enrichment & Operational Automation Leverage external data, enrich and automate actions. Tivoli Netcool/OMNIbus & Analytics Other Domain-Specific Management Mainframe Performance Application Network Security Transaction System Mainframe Storage Security Ops. Manager TotalStorage Prod. Center Perf. Analyzer, Proviso* Comp. App. Mgr., Net. Assure* IBM Tivoli Monitoring Network Manager NetView Z Applications Security Dependency Collection Event & Performance Collection Netcool/Impact IBM CCMDB & any IBM & 3rd Party discovery & data sources. IBM and 3rd Party event source. Network Storage Business Systems Wireless Voice To maximize value and time to deploy, BSM should be considered an extension of Consolidated Operations

  4. BSM Workflow TBSM 4.x Status Status Structure Key PerformanceIndicators (business metrics, application metrics, critical monitoring metrics) ITMs, ITCAMs, 3rd Party tools Event Consolidation Tivoli Netcool Discover Applications, Systems, Network (CMDB, Application Discovery, DLAsAuto-population from monitoring data)

  5. IBM Tivoli Software Demo 1: End-to-End Business Service Management Ahmed Kira - Above Region BSM Lead akira@us.ibm.com IBM Confidential

  6. TBSM Dashboard with Dynamic Thresholding Dynamic Threshold with baseline averaged across current hour and current day of week Performance degradation in a business context Note: better measurefor service thresholding Threshold exceedancecauses status change Historic valueaggregated by TBSMfrom Tivoli DataWarehouse Current value pulledfrom ITCAM RT

  7. Achieving Dynamic Thresholding in TBSM TBSM includes following features: • Numeric rules • map response times from ITCAM to a service, • map historic baseline response times as reported in Tivoli Data Warehouse to a service • Formula rules • map the difference of current vs. baseline to a service. Threshold on the percent difference Dynamic nature depends on baseline: • Summarizing by hour of day, day of week, week of month, quarter end, etc. • TBSM does not store the historic data, but executes a query against a warehouse database to calculate the baselines • Can have multiple baselines with different rollup criteria • SQL query GROUP BY function to aggregate by different baseline criteria NOTE: Utilize Dynamic Thresholding in TBSM for service mapped KPIs & KQIs. Leave bulk of predictive analytics to ITM 6.2.1+ Predictive Analytics Agent

  8. Key TBSM Feature: Output Expressions • Without Output Expressions • Overall Service Status changes when status of ANY rule changes • When response time is 200% of baseline threshold • When Process CPU utilization is high • When server is unreachable • With Output Expressions • Status can be based on the status of a combination of rules • Critical when: • response time vs. baseline is over 200% OR • current response time is high AND 50% of servers and unreachable • Marginal when: • response time vs. baseline is over 150% OR • Current response time is high AND 10% of servers are unreachable

  9. Key TBSM Feature: SLAs/OLAs View real-time update of SLA metrics • Historic SLA Report with 3 sections: • Downtime graphs for each subcomponent • Uptime for reporting period with SLA Penalty • Drilldown into Service Affecting events & performance degradation periods Expand reporting period

  10. View recent service availability through TBSM SLA Report

  11. SLA & Penalty Configuration in TBSM • SLAs Configuration:- Length of any incident • Number of Incidents in a given time window • Length of all incidents • Ability to define SLAs over hour, day, month, & percentage of month • - Hourly SLA Penalty (in this case, $6500 or 6500 units for every hour of downtime)

  12. BIRT Report Engine Report Designs Historical Reports Key TBSM Feature: Reporting TBSM Server TBSM Agent ITM Tivoli Common Reporting Metrics OMNIbus ObjectServer OMNIbus Gateway for TDW 2.1 TDW 2.1 Events Events Still in Development • TBSM Metrics recorded by TBSM common agent • Event history recorded by OMNIbus Gateway (still in development by OMNIbus dev team) • BIRT Report Engine installed with TIP/TCR • Predefined and custom report templates • TBSM supplies predefined report designs Events

  13. Out-of-Box TBSM 4.2 Reports • Top Level Services reports • TBSM: Average Outage Duration • TBSM: Average Daily Outage Count • Summary reports • TBSM: Top Service Outage Average Duration Chart • TBSM: Service Outage Average Duration Chart • TBSM: Top Service Outage Count Summary Chart • TBSM: Service Outage Count Summary Chart • TBSM: Service Outage Summary Table • Detail reports • TBSM: Service Status Changes • TBSM: Service Outage Duration • TBSM: Service Affecting Events • TBSM: Service Outage Detail

  14. TBSM Reporting – Example Summary Report • The TBSM Average Daily Outage Report provides an overview of the rate of outages experienced by TBSM services over time. • It shows the average number of outages per day for those services that have experienced an outage. • The average is shown in bar chart form for several different periods of time, all ending at the report ending time. • You can click on a bar in the chart to display the TBSM Service Outage Detail Report for the service over the time period represented by the bar.

  15. TBSM Reporting – Example Detail Report • The TBSM Service Outage Detail Report provides outage history information about a single service, ordered by time, showing status transitions for the service. • This report is designed to be used as the target of a “drill down” operation from one of the other reports or from the context menu of a service in the TBSM 4.x UI. • Clicking on the service name at the top of the report listing cause a new browser window to open containing the TBSM Service Viewer displaying the service. • Context menu on each service in navigator has a ‘Show 30 day history' - this will launch to service detail report for that service last 30 days

  16. Key TBSM Feature: Service Level Correlation Service Correlation • Compliments Other Correlation technologies in the Tivoli Netcool Suite • Service Impact Analysis • Immediately display service affecting events for a selected service, and all children • ‘+’ sign in service model indicates location of service impacting event • ‘+’ sign shifts, or new ‘+’ signs appear as additional service impacting events are reported Policy Correlation Topology & Connectivity Correlation Event Reduction and Device-Level Correlation Discovered Topology (inclusive data) Collected Events (exclusive data)

  17. IBM Tivoli Software TBSM 4.2 (GA Sept. 26, 2008) Ahmed Kira - Above Region BSM Lead akira@us.ibm.com IBM Confidential

  18. Key Benefits of TBSM 4.2 • Greater scalability by splitting of backend processing and correlation engine from front-end dashboard server • Load-balancing support • TEPS chart Web Service to natively include ANY TEPS chart in TBSM views • Enhanced charting configuration • Ability to import a BIRT chart • Improved interface based on TIP (Tivoli Integrated Portal) • With TIP, and TEPS Chart Web Service, possible to create a true single-pane-of-glass of Tivoli Monitoring Products (ITM, ITCAM, ITNM*, Webtop, TBSM) * ITNM 3.8 slated for release by Dec. 2008 will be TIP based

  19. TBSM 4.2 Charting: Configuration GUI

  20. TBSM 4.2 Charting: Contextual launching from TBSM service tree

  21. TBSM 4.2 Charting: Inclusion of TEPS and custom charts in TBSM dashboard

  22. IBM Tivoli Software BSM Success Strategy Ahmed Kira - Above Region BSM Lead akira@us.ibm.com IBM Confidential

  23. Strategic Best Practices for achieving BSM Identify key stakeholders & performance indictors (CIO, Service Mgr, Ops) 2 3 Integrate with foundational tools and processes (discovery/CMDB, event/monitoring, service desk) Select a core business service, process or system 1 4 Fill gaps in service monitoring. (e.g. Transaction) Add additional services using the same process. 8 5 Identify baselines & set thresholds/SLAs Extend via value-add integrations & automations. (LIC: change history, runbook) 7 6 Optimize service tracking & performance by refining policies.

  24. THANK YOU

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