Business Availability Center Overview

1. Business Availability Center Overview Speaker’s name, titleDate

2. Zero tolerance to performance issues and availability disruptions Maximize customer experience Expect IT service levelreports that are meaningful and relevant Correlate IT metrics to business processes Business demands IT accountability and transparency Control costs and manage service outages proactively IT’s top priority is to align and enable the business effectively Business objectives No common language Time and resource constraints IT operations “… business users’ expectations of IT have matured, and now the pressure is on for IT to report their quality of service in business metrics." “Snugly Fitting Your Customers for BSM”, Forrester Research, February 2008.

3. Challenges to alignment with ever-increasing business demands Businessimpact Problemidentification Business service dependencies • Inadequate visibility into business service health • Unable to track business services • Inability to determine business impact of an IT fault • Customers are being used as monitoring devices • Takes too long to assign problems • Difficult to pinpoint a performance issue • Inaccurate relationships between services and IT elements • Out-of-date view of IT resources and business dependencies “43% of all tickets in a service desk are from customers.” -IDC Report for HP, October 2007 80% of mean time to repair (MTTR) is spent on trying to determine what changed* 80% of downtime is caused by unplanned or poorly executed change*

4. Do you deliver “business level” information? Businessimpact Problemidentification Business service dependencies • Business services may be impacted even when system availability looks “green” • The business wants to know the health of the whole business, not the underlying infrastructure • As a result, the business has minimal visibility into the actual business service health and will discount IT’s ability to manage the services Overall claims processing 82.0% MVS 99.1% Customer Perspective Unix 99.4% SQL Server 99.1% Network 99.4% Middleware 99.3% WEB 99.2% Database 99.8% • What % of IT problems are identified by end users first? • What applications does this affect? Is it a revenue generating service? • What is the length of time the business is impacted by a disruption? Cost per hour?

5. Where do you begin looking to fix performance issues? Businessimpact Problemidentification Business service dependencies • Composite business processes cross multiple applications • Service Oriented Architectures and Virtualization are becoming more common • As a result, the MTTR is extended and the business is impacted Mission-critical business processlayer Businessservices layer Adjudication IDM Custom Applicationservices layer GIS Finance Custom COP Infrastructureservices layer GeoTools Audit Dir .net Linux MS J2EE Backup recovery .net Oracle • Where is your first point of notification when a service disruption occurs? • How many different methods are used to assign a priority or identify a problem? • How often are priorities assigned incorrectly to a problem? Delays? Impact?

6. What am I really managing? Businessimpact Problemidentification Business service dependencies CRM Ordermanagement e-Commerce Finance • Business services span many IT assets - dependencies are complex and dynamic • Constant on-going changes to meet the demands of the business • As a result, end to end visibility is required to keep up to date • Do you have visibility within the business process, application components or business transactions, to isolate the performance problem? • How do you keep up with the rate of change? • How do you manage a true “version of the truth” on how IT assets are used today?

7. An unavailable service causes negative business impacts What is the impact of down-time? Business Lost or delayed transactions lead customers to switch to other vendors. Company brand negatively impacted. Finance Increased operational costs as well as lost profit/revenue Operational/IT Spending more time on problem isolation and triage not innovation to improve the business The impact and cost of downtime is really a ripple effectthrough the business eco-system

8. Business service management HP Software comprehensive approach Integration with key ITSM processes Top-down BSM approach • End-user experience • Top-down problem identification • Business transaction management • Business service level management Event UCMDB Service dependency mapping Service level management Incident • Consolidated event and performance • Manage Network as a service • Service impact analysis Problem Change Configuration Discovery services Release Bottom-up BSM approach

9. HP’s approach to top-down business service management Manage by businessimpact • Provide visibility into business processes and services through role-based views • Measure business impact and risk from the end user perspective • Establish and maintain business-centric service level agreements Accelerate problemresolution • Identify and prioritize critical business issues proactively • Accelerate MTTR by automatically correlating operational information to the business Map service dependencies • Automate discovery of IT business services, their components, and their interrelationships • Provide a “single version of the truth” of the IT environment through a federated CMDB Industry leading end user management, problem isolation tools and service dependency mapping automation

10. Business Availability Center Architectural Overview Middleware J2EE, .NET CICS /MQ/Tibco/Sonic End Users Internet/ Firewall Lan/network User/Web front-end Services Middleware Backend and Data Business Process Monitor – Synthetic End-user simulation Application Aware Network Management – relating the application to the network (Network Node Manager/RUM) Discovery & Dependency Mapping – population of UCMDB for services, infrastructure and related dependencies RUM/BPI /TV and Diagnostics collect information about real users, business processes and transactions Agents /Agentless (OPC/ SiteScope) – Infrastructure Monitoring including EMS integrations • BAC Dashboard • Problem Isolation Tools • Service Level Management • Topology Views • Detailed Reporting • Alert Notifications • Web-based Administration Business Availability Center Universal CMDB

11. Incident management use case 6 4 3 2 5 1 Troubleshoot problem to isolate root cause Implement and automate change to close RFC Update CMS (Federated CMCB) Identify service performance degradation Identify changes to be implemented Create TT/RFC to implement change From diagnosis to automated resolution Service performance notification 6. Update CMDB - timely & correctly? 2. Gather data to assign SME 3. Bouncing the incident End User Help Desk “Fire Storms” CMDB 5. Impact analysis and change management 4. Ticket is finally assigned to the correct SME Multiple un-integrated systems and data stores, manually coordinated hand-offs → inconsistent troubleshooting, high MTTR

12. Closed-loop integrated incident management with HP BAC HP Business Availability Center Effective business service modeling

13. Closed-loop integrated incident management with HP BAC HP Business Availability Center Synthetic monitoring Real-user monitoring Effective business service modeling Proactively manage end user and customer experience

14. Closed-loop integrated incident management with HP BAC HP Business Availability Center Effective business service modeling Proactively manage end user and customer experience Manage the health of individual business transactions and their inter-relationship to IT services

15. Closed-loop integrated incident management with HP BAC HP Business Availability Center Effective business service modeling Proactively manage end user and customer experience Manage the health of individual business transactions and their inter-relationship to IT services Assign application problems quickly and accurately to the correct support groups

16. Closed-loop integrated incident management with HP BAC HP Business Availability Center Effective business service modeling Proactively manage end user and customer experience Manage the health of individual business transactions and their inter-relationship to IT services Assign application problems quickly and accurately to the correct support groups Provide detailed diagnosis of applications and business transactions

17. Closed-loop integrated incident management with HP BAC HP Business Availability Center Effective business service modeling Proactively manage end user and customer experience Manage the health of individual business transactions and their inter-relationship to IT services Assign application problems quickly and accurately to the correct support groups Provide detailed diagnosis of applications and business transactions Manage and report service levels in a way that is meaningful to the business

18. Closed-loop integrated incident management with HP BAC HP Business Availability Center • Benefits • Improved/higher uptime of services • Proactive end user management • End-to-end visibility into business processes and transactions • Manage infrastructure and business-based service levels • Closed loop incident/problem management via tight integration with ticketing and change management systems Effective business service modeling Proactively manage end user and customer experience Manage the health of individual business transactions and their inter-relationship to IT services Assign application problems quickly and accurately to the correct support groups Provide detailed diagnosis of applications and business transactions Manage and report service levels in a way that is meaningful to the business

19. City of Boston Public sector “With HP Software, we’re increasingly confident that we know how our applications are performing. We can proactively understand how our infrastructure design and choices impact end users. Eventually we will see solid improvements in our performance and availability metrics, but even today user perception of availability is improved, which is half the challenge.” - David Nero, Director of Enterprise Applications, City of Boston Objective Approach Results • IT improvements • Some WebLogic scripts run 10 times faster than expected • IT has better visibility into infrastructure performance and availability • Business outcomes • Improved user perceptions of system availability • Virtualized deployment of Business Availability Center reduced capital investment costs • Improved availability reporting helps set city IT priorities • Foundation in place for driving improved performance & accountability Seek ways to optimize performance Ensure high standards of end user experience Increase availability as its IT infrastructure becomes more complex The city has implemented key HP Software management tools.

20. Some of our 1,000+ customers include: VF Corporation

21. Does HP SaaS for Business Availability Center make sense for you? A global Business Service Management (BSM) vision for a distributed team 24/7 global monitoring needs Aggressive roll out deadlines Need to focus on the business not IT Broad monitoring infrastructure requirements You have: HP SaaS Provides: Ongoing guidance and expertise in evolving from infrastructure management to BSM Around the clock operational support and availability to monitor your business services Ready to use BAC with a team that provides expertise and can fortify internal project teams Ongoing scripting, configuration, administration, maintenance, and upgrades of BAC Ability to juggle global audiences, complex deployments Scalable monitoring from 80+ global locations from multiple ISPs to meet business needs

22. Making Business Availability Center plug and play HP Software ready to use • Business Availability Center • 80+ global monitoring locations • Non-intrusive monitoring over the firewall • BAC Application servers • Databases • Servers, Storage & Network HP SaaS global best practices & processes Change management Capacity management Performance management High availability Disasterrecovery Security & audit management

23. The HP difference Business Availability Center is a key part of IT operations Our mission is to be the strategic software and services partner to global enterprise customers

24. Why HP Business Availability Center Manage by business impact through role-based views, and business-centric service levels Accelerate problem resolution and MTTR through proactive identification and correlation Map service dependencies through automated discovery to provide a “single versionof the truth”

25. Q & A