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Event Management Best Practices. BMC Software. Overview. BSM and Event Management Incident Management and Problem Management Principles of Event Management Best Practices Data Acquisition Normalization Enrichment Correlation and Root Cause Analysis Console Consolidation Automation

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Presentation Transcript
overview
Overview
  • BSM and Event Management
  • Incident Management and Problem Management
  • Principles of Event Management Best Practices
    • Data Acquisition
    • Normalization
    • Enrichment
    • Correlation and Root Cause Analysis
    • Console Consolidation
    • Automation
    • Notification
    • Escalation
    • Reporting
  • Benefits
  • Customer Examples
  • BMC Software Solutions

©2003 BMC Software

event management is part of business service management
Event Management is part of Business Service Management
  • Service Impact Management
    • Deals with the relationships between Services and IT (dependency and impact)
      • Service model definition
      • Service impact
      • Service availability
      • Automate and visualize events
    • Requires sophisticated Event Management
  • Event Management
    • Deals with receiving and manipulating the IT events
      • Collect and process events
      • Define and manipulate events
      • Perform notifications
    • Requires well-developed Infrastructure and Application Management

©2003 BMC Software

incident management and problem management
Incident Management and Problem Management
  • Event Management is comprised of
    • Incident management
    • Problem management
  • The primary objective of incident management is to restore service as soon as possible to minimize any negative effect on business services.
  • The objective of problem management is to takes a proactive approach in defining preventative measures so that service disruptions do not occur.

©2003 BMC Software

best practices principles
Best Practices Principles
  • Consistent process
  • Event management tools that achieve
    • Data Acquisition
    • Normalization
    • Enrichment
    • Correlation and Root Cause Analysis
    • Consolidation
    • Automation
    • Notification
    • Escalation
    • Reporting

©2003 BMC Software

data acquisition
Data Acquisition
  • Data acquisition encompasses all the methods by which event management information is collected. These methods can be
    • Push
    • Pull
    • Publish/Subscribe

©2003 BMC Software

normalization
Normalization
  • Normalization is the process of homogenizing event data into a common event format.
    • Specific values are always located in a specific field and called a specific name
    • Regardless of the source of an event, a standard set of data is associated with all events
    • Reporting is made consistent and efficient
    • Event data has a common definition

©2003 BMC Software

enrichment
Enrichment
  • Enrichment is the process of adding value to the original event data for the purpose of streamlining incident management and facilitating service management.
    • Provides details that supplement trouble tickets and repair actions
    • Extends event data for correlation, automation, notification, and reporting functions
    • Associates service data or other data, such as blackout periods, to an event that can be used in incident or problem management

©2003 BMC Software

correlation and root cause analysis
Correlation and Root Cause Analysis
  • Correlation and root cause analysis are processes that determine the source of a problem, identify sympathetic events, and relate associated events.
    • Focuses repair action and speeds service restoration for incidents
    • Streamlines the event data presented to operators by suppressing event clutter
    • Targets problem management efforts

©2003 BMC Software

console consolidation
Console Consolidation
  • Consolidation is the process of delivering all events from across the enterprise to a single pane of glass.
    • Manage more with less
    • Reduce complexity
    • Leverage existing infrastructure management tools
    • Gain a “bird’s eye” view
    • Facilitate service management and problem management

©2003 BMC Software

automation
Automation
  • Automation is the process of removing or reducing the need for human intervention in event management while promoting service resiliency.
    • Allows problems to be fixed at machine speed
    • Supports escalation of events when repair criteria are exceeded
    • Streamlines event management workload on staff
    • Enforces policies and processes

©2003 BMC Software

notification
Notification
  • Notification is the process of presenting incident information to the right person in the right form at the right time, and verifying their receipt of the information.
    • Speeds information about an incident to the trouble ticket system or repair expert
    • Contacts a repair expert in a suitable manner
    • Frees operators from another rote task
    • Supports multiple forms of communication

©2003 BMC Software

escalation
Escalation
  • Escalation is the process of heightening the severity of or broadening the awareness about an incident if not being addressed in an appropriate and timely manner.
    • Prevents incidents from falling through the cracks
    • Ensures attention to the most critical problems
    • Elevates the status of an event if the problem persists

©2003 BMC Software

reporting
Reporting
  • Reporting is the process of disseminating information that reflects the measurement of service level agreements, historical usage, or the performance of service delivery components.
    • Summarizes event management details
    • Measures problem resolution effectiveness
    • Provides consistent service delivery data

©2003 BMC Software

best practices benefits
Best Practices Benefits
  • Identifies affected services and prioritizes repair actions through enrichment and correlation
  • Pinpoints the exact problem condition through acquisition and correlation
  • Presents repair details through enrichment, such as
    • Physical device location or specific application/database
    • Responsible department/staff expert
    • Repair action to be taken
  • Reduces incident management workload through automated repair action
  • Delivers consistent service reporting through acquisition and normalization

©2003 BMC Software

best practices benefits1
Best Practices Benefits
  • Speeds notification to the right person at the right time in the right form through notification and escalation
  • Reduces mean time to repair through escalation, notification and automation
  • Reflects problem areas that can be addressed through problem management through reporting

©2003 BMC Software

customer example 1
Customer Example #1

Consolidation, Notification, Correlation, and Root Cause Analysis

at a National Bank

©2003 BMC Software

customer example 2
Customer Example #2

Normalization, Enrichment, and Automation

at a Telco Vendor

©2003 BMC Software

customer example 3
Customer Example #3

Enrichment and Notification

at a Large Hospital

©2003 BMC Software

bmc software event management solutions
BMC Software Event Management Solutions
  • Products
    • BMC Event Manager
    • PATROL Enterprise Manager
    • PATROL KM for Event Management – PATROL agent domain only
    • AlarmPoint by Invoq Systems
  • Services
    • Architectural Assessment
    • Professional Services

©2003 BMC Software

thank you

Thank you!

Questions?