Log Analyzer Enablement for IBM Accelerated Value Program(AVP) Customers A Problem Analysis and Resolution Tool Michael L. Wamboldt, Ganesh Boggaram, Sai Sampath K V L, Component Owner, SH Development Manager, SH Enablement Specialist, SH Log Analyzer
Agenda n Log Analyzer Enablement - Executive Summary n What is Log Analyzer(LA) ? n Benefits of LA for Accelerated Value Program Customer n Log Analyzer Customer References n Log Analyzer Customer Based Scenario n Log Analyzer AVP Services Offerings 22 May 2009 Log Analyzer 2 Log Analyzer
Log Analyzer Enablement – Executive Summary Ø Log Analyzer is part of the IBM Support Assistant tool and provides automation, organization, symptom diagnosis and collection of problem incidents Ø Delivers client self-assist and reduced time to resolution Ø LA usage is limited by Client Awareness, Experience, and Ability to implement in standard problem management processes Ø AVP Support Opportunity n Basic Knowledge Sharing sessions to raise awareness n Onsite enablement to educate, configure & implement − Delivered via FSS and Onsite Days (no incremental $’s) − ‘Tiger Team’ approach to LA Enablement (training via Autonomic Computing – Tivoli) Ø Today’s Objective: n n 22 May 2009 Gain consensus on LA Enablement as AVP service asset Task force to assess and build ‘Perform Guide’ Log Analyzer 3 Log Analyzer
What is Log Analyzer? (1/3) Log Analyzer accelerates the diagnosis and resolution of problems, decreasing the time and resources needed to maintain the management system Log Analyzer (LA) is a diagnostic tool available as part of the IBM Support Assistant (ISA) The IBM Support Assistant is available to any IBM customer to help diagnose problems with IBM products Reduce Education and Skill Requirements Expand Capacity And Growth 22 May 2009 Reduce Re-discovery Improve Turn-around Time Log Analyzer 4 Log Analyzer
Problem Determination with Log Analyzer – A Better Approach (2/3) Log Adaptors Applications Databases Application server Servers Log Adaptors Storage Networks Web Services 22 May 2009 Log Retrieval Mechanism Feedback Knowledge based decision DCF>Symptoms conversaion CBE Generic Log Adapter WEF Log Analyzer Symptom Catalog Message Catalog Symptom conversaion Editor Symptom Editor 5 Log Analyzer
How can this solution help IBM Accelrated Value Program Customer ? (3/3) Simplify § Consolidate log data from multiple sources (IBM and non-IBM) § Improve visualization § Quickly identify relevant log records • Adjust server clocks out of sync Collaborate § Share knowledge between team members ISA/LA Automate Symptom Catalog CBE § Search trusted information sources for problem information Generic § Recognize known problems Log § Automatically collect support Adapter information and open a PMR 22 May 2009 Log Analyzer Symptom Editor 6 Log Analyzer
Benefits of LA for Accelrated Value Program customer • LA value proposition is to reduce customer cost of ownership through integrated tools that enable problem diagnosis and improving time to resolution. • Being used to accelerate turn-around. • Available for client problem analysts to help diagnose failures and incidents in IBM products. • Improve client self assist workflow. • Training sessions for all AVP Customers. • Monthly Conduct AVP Knowledge Sharing Session. • Demonstrate LA functionality to PSMs and Customer’s. • Services Engagement • Provide LA-enablement engagement (estimate) Log Analyzer
Where is LA enabled in SWG portfolio? Brand Notes AIM Y Not Available for: Business Process Management, Mobile and Speech, Application Transformation IM Y Enabled for : DB 2, Informix family Rational Y Enabled for: Rational Clearcase, Clear. Quest Request Manager/Trace & Test Manager Tivoli Y Not available for: Vallent and Proviso WPLC n LA Enabled? Y Enabled for: Lotus Workplace- activity & runtime information log Additional functions and product coverage in plan 22 May 2009 Log Analyzer 8 Log Analyzer
Log Analyzer Large Insurance Company Customer´s Report December 2008 Workshop with Eric Labadie, IBM, Canada, November 2008 ISA Workbench including Tools = Log Analyzer + Symptom Catalogs 2 Workshops with 10 participants each, duration ½ day each Environment Participants z/OS, AIX, AS/400, Windows, ITM, ITNetcool, CICS, DB 2, MQ, Websphere, Java, In-house developments… System Programmers, Administrators, Application Programmers, DB Admin, Automation, IT-Trainee T-Systems mulitple sources a wide variety of background knowledge Cross-Platforms problem analysis including non-IBM Application Logs Creation & update Company -Symptom Catalogs 3 Problems analyzed and resolved no PMRs had to be opened 22 May 2009 Log Analyzer
Log Analyzer Customer´s Report Large Insurance Company December 2008 Current use at the HUK-COBURG Current use at the Customer • Simplify reading Logs • Use to perform Health Checks • Create Customer-specific Symptom Catalogs • Create Customer-specific Adapters for non-IBM or Customer Logs • Collect Logs for PMR Reporting • Perform cross-platforms problem analysis including non-IBM or Customer Logs Log Analyzer
Log Analyzer Customer´s Report Large Insurance Company December 2008 Current use at the HUK-COBURG Benefits for the Customer • Quick & easy to download, install, configure • Easy to train staff because it is self-explanatory • Fast Log Analysis • Easy Symptom Catalogs creation for customer specific environment • Quick access to multiple diverse Knowledge Bases through a single place • Easy integration of non-IBM or customer Logs • Easy cross-platforms delta time correction for logs • Powerful cross-platforms log correlation Log Analyzer
Log Analyzer Customer´s Report Large Insurance Company December 2008 Current use at the HUK-COBURG Summary • The Log Analyzer is very useful • The Log Analyzer saves time in problem resolution (saved 90% of usual time) • The Log Analyzer has a lot of potential • IBM needs to integrate it into all the products • We want to have all the customer IT departments using it! Log Analyzer
Log Analyzer Customer´s Report Large Insurance Company December 2008 Current use at the HUK-COBURG Customer quote „We were very sceptical at first but we found out that we could identify the source of a problem quickly & easily and it was clear what needed to be done to solve the problem. I felt confident about the solution that the tool offered me. “ Log Analyzer
Log Analyzer Large Banking Company Customer´s Report October 2009 Workshop with Customer Operation & Integration Team, Octomber 2009 ISA Workbench including Tools = Log Analyzer + Symptom Catalogs 2 days workshop with 12 participants each, duration 1 day each Environment Participants AIX, Linux, z. Linux, Solaris, Windows, MQ, Websphere, TWS, TBSM System Programmers, Administrators, Application Programmers, IT-Trainee mulitple sources a wide variety of background knowledge Cross-Platforms problem analysis including IBM Application Logs Creation & update Customer - Symptom Catalogs 5 PMR logs were analyzed and identified resolution steps. 22 May 2009 Log Analyzer 14 Log Analyzer
Log Analyzer Assessment Large Insurance Company Jürgen Kellner n In my opinion, the „Log Analyzer“ tool has a great potential to shorten the time for analyzing errors and defects. We, as customers, alongside with IBM, have the chance to use the same tools in this approach. n Product-specific logs, that are typically hard to understand, can be improved by adding additional descriptions based on your own experiences or on that from others. n Problems that are being detected by the tool are automatically assessed and weighted. If the tool knows about existing solutions to the problem they are being presented. n Another advantage is the ability to join log files from separate tools and to synchronize/normalize events if the logs have been captured with different host time settings. n The user interface, the capability to automatically analyze centralized logs and to create a problem report based on those logs still provide some room for improvements. 22 May 2009 Log Analyzer 15 Log Analyzer
The LA - Solution Health Integration Initiative was formed to drive a consistent approach to common pain points our customers were experiencing with Tivoli products. Use Tivoli service Management solutions to lower your data center management costs Use LA-Solution Health to lower the cost of ownership of the Tivolibased management system 22 May 2009 Log Analyzer 16 Log Analyzer
Customer Scenario : ITM & Websphere Log Analysis (1/4) Import without any filters (559 records) 22 May 2009 Log Analyzer 17 Log Analyzer
Customer Scenario : ITM & Websphere Log Analysis ( 2/4 ) List of available filters: • IBM supplied (general) • IBM supplied (ITM) • Customer defined Applying filter to show only errors and warnings (18 records) 22 May 2009 Log Analyzer 18 Log Analyzer
Customer Scenario : ITM & Websphere Log Analysis ( 3/4 ) Like filters, you can manage the available list of highlighters: • IBM supplied (general) • IBM supplied (TIM) • Customer defined Defining highlighters is simple, and with good naming. conventions, you can organize highlighters into groups. You can select the set of filters you want active at any time. Unlike filters, any number of highlighters can be activated. 22 May 2009 Log Analyzer 19 Log Analyzer
Customer Scenario : ITM & Websphere Log Analysis ( 4/4 ) You can show only highlighted events, to get a quick view of all key events Like filters, all extraneous data is hidden. The data can be reshown later, when the problem has been scoped. 22 May 2009 Log Analyzer 20 Log Analyzer
Log Analyzer AVP Services Offerings (1/2) The service offering comprises of 2 onsite support days First Day : a. Requirement analysis and specification. b. Prepare a solution prototype. c. Discuss the solution particulars. d. Sharing of best practices Second Day : a. Prepare machines / install Log Analyzer / support workbench b. Configure Log Analyzer according to the proposed solution. c. Demo a scenario, how to use LA at customer environment. 22 May 2009 Log Analyzer 21 Log Analyzer
Log Analyzer AVP Services Offerings (2/2) Advanced Enagement n Log Files can be imported from multiple servers n Log Analyzer Services (no user interface) are also available n integration with other key IBM Support Assistant services n Advanced Log Import functions n Multiple ways you can extend the capabilities of Log Analyzer 22 May 2009 − Import files directly using IBM Support Assistant Agent − Log Analyzer provides the ability to adjust time stampls in log files to synchronize the times in all log files (time zones and skews) − Ability to perform most functions available in GUI − Uses context files to identify the functions to perform − Ability to initiate Log Analyzer functions from any console and view the results as a set of HTML reports − Case Management − Electronic Service Request − Data Gatherers − Auto-detection of log file types and applicable filters, highlighters, and catalogs − Ability to import multiple log files from a directory or zip file − Create and manage context files, filter definitions, and highlighters − Create and manage symptom catalogs using the Symptom Editor Log Analyzer 22 Log Analyzer
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How To Get Help n Contact the TACCT - Solution Health Team n Mike Wamboldt – Component Owner : wamboldt@us. ibm. com n n n Ganesh Boggaram – Development Manager : bganesh@in. ibm. com K V L Sai Sampath – Enablement Specialist : sampaths@in. ibm. com Go to the TACCT- Solution health Wiki for resource materials and demo. n 22 May 2009 http: //autonomic. raleigh. ibm. com/html/technology/pd/pdgettingstarted user. html Log Analyzer 24 Log Analyzer
What is the current AVP procedure ? Management System Admin Servic e 1, 000’s maintains 1 - 10 uses … Management System Non-IBM offerings Product SME’sc uses Customer Applications (increasingly) uses End User uses (Requestors & Operators) uses Customer Support (L 1) 10’s - 100’s PSM IT System Admins (L 2/L 3 Support) 10’s uses Service Executive IBM Support Service Consumer 22 May 2009 Service Provider Log Analyzer IBM AVP 25 Log Analyzer
What are some of the challenges for product SMEs/AVLs ? Management System Problem Analyst Management System Product Administrator Product SME’s Please, help me fix this problem uses “I have a problem. I need to quickly resolve it to keep the management system running. ” § I need to figure out where and why the problem occurred? § How do I fix the problem? § How do I avoid it in the future? uses AVL uses IBM Support IBM AVP 22 May 2009 Log Analyzer 26 Log Analyzer
What are LA-Enablement Offerings for AVP customers ( 2/2 ) Client Self-Assist workflow n n Federated search 3 Log Analysis n Filters/Highlighters n Federated search Investigation Log Adapters n 4 5 Customer symptom catalogs 7 IBM Support Assistant n 6 Resolved! Symptom Editor n n 2 Log Analyzer n n Problem Data Collectors n n 1 IBM Support Assistant PMR assist AVL / PMR 8 IBM Support 22 May 2009 Log Analyzer 27 Log Analyzer
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