Hosted by New Frontiers in Network and System Management Jean-Pierre Garbani Research Director Computing Systems Forrester Research, Inc.
Hosted by IT Does Not Matter Anymore… IT is no longer a competitive business Advantage l Low cost of hardware and infrastructure l Multiplication of standard applications Reference: Why IT doesn’t matter anymore, Nicholas G. Carr http: //www. bettermanagement. com/Library. aspx? Library. ID=6451
Hosted by Then What Matters? Strategic Business Value of IT Unique Applications Necessary Applications Support Basic Service Delivery World Class
Hosted by Competitive Advantage l Nobody thinks of electrical power as a competitive advantage… l Until August 15, 2003…
Hosted by Ineffective and Inefficient IT Management l 50% of problems are reported by the end users through the service desk, not detected by infrastructure management l Average of 6 service desk calls to identify the problem owner, l Typical SLA: 95% of problems resolved in 2 hours
Hosted by Managing Infrastructure Objects Overall: Application 44% Network: Server Hardware 10% Network 15% Scheduled 19% Service Provider 12% Source: Giga Information Group Survey Power Failure 14% Hardware 12% Unresolved 8% Human Error 31% Telco-SP 35% Telco/ISP Problem: 35% Source: HP-Compaq White Paper
Hosted by Difficulty to Resolve Complex Problems Alert 80% of time Domain Identification Based on single parameter crossing A predefined threshold Based on consensus between management Domain specialists Root Cause Analysis 20% of time Based on domain management product information In-depth Analysis Based on domain investigative product Resolution Based on change control process
Hosted by Managing IT as a Service Requires a management strategy aligned with business objectives l Processes to support the objectives l People to support the processes l Products that are Compatible with the nature of the business: • • • Scalable Open Intelligent/automated
Hosted by Service Assurance Concept l Mean Time Between Failures (MTBF) is a consequence of capacity planning and infrastructure design and cannot be corrected in real-time l Mean Time To Repair (MTTR) is where effectiveness and efficiency can be gained: • • Effective alert mechanism Effective problem resolution
Hosted by What is an IT Service?
Hosted by Identification and Impact Analysis Based on Service-Infrastructure Dependency Models Business Process Application Infrastructure Component Infrastructure Component
Hosted by Barriers to Adoption l Relative advantage compared to what exists, l Clear and distinct economic advantage, l Compatibility with vested interests, l Speed at which these advantages can be observed. Reference: Guns, Germs and Steel by Jared Diamond
Hosted by Relative Advantage Compared to what Exists l Alert notification l Root cause Identification of availability and performance problems l Business impact assessment
Hosted by Clear and Distinct Economic Advantage l Better IT service means business competitive advantage l Less IT resources used to fight fires l Predictability of IT services
Hosted by Compatibility with Vested Interests l Minimum changes to installed products • Agent reuse l Minimum impact on specialized skills l ITIL used as a catalyst to change
Hosted by Speed at which these Advantages can be Observed l Implement strategy as a series of tactical projects l Pilot with the most critical application l Implement triage: mission critical and business critical applications first
Hosted by Progress Factors l Evolution of agentless technologies l Auto-discovery of application infrastructure dependencies l Evolution of pre-production performance testing and application profiling
Hosted by Conclusion l Focus shift from application functions to service delivery l Implies a service management layer on top of traditional Network and System Management l Mandatory foundation for organic IT
Hosted by Thank You Jean-Pierre Garbani Research Director Computing Systems Forrester Research, Inc.
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