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Name title NetIQ

Business Service Management The intelligent way to communicate service performance of complex infrastructure aligned with business objectives. Name title NetIQ. Situation – Acme Manufacturing. I’M FOCUSED ON:. I’M WORRIED ABOUT:. I must keep order processing available

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Name title NetIQ

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  1. Business Service Management The intelligent way to communicate service performanceof complex infrastructure aligned with business objectives • Name • title • NetIQ

  2. Situation – Acme Manufacturing I’M FOCUSED ON: I’M WORRIED ABOUT: • I must keep order processing available • What is impacting order processing? • How do I prioritize the most critical events? • I must avoid down time • We have to diagnose faster, be more responsive … But how? • Order processing is critical • Order processing depends upon IT • IT is costing revenue and customer satisfaction • Why is it so hard to keep it available? Increasing complexity fromphysical, virtual and cloud delivery options anda multitude of management technologies

  3. Challenges – ACME Manufacturing • Analysis of these problems has highlighted the following challenges: • One problem impacted the issuing of invoices and caused a knock on effect on business cash flow • Earlier visibility of the impact would have enabled the business to make arrangements to mitigate the financial impact • ACME are not aware of many customer affecting problems until the customer reports them • Identification of the cause of the problem often takes hours • Requires numerous calls and meetings involving representatives from Order Processing operations and IT operations • IT Operations often reports no critical issues when users are reporting that performance is slow • Some problems keep recurring on a regular basis • Lack of understanding as to why

  4. CIO Vision – ACME Manufacturing Real-time Visibility of Order Processing issues • Understand impacted customers • Understand financial impact Reduce Repetitive Problems Reduce Number and Frequency of Problems • Identify and implement automation for recurring problems • Proactive management to detect and address symptoms before they impact the service Business Drives IT Quick Resolution Quick Identification Alignment and value delivered • Reduce time and effort to identify the root cause • Prioritize efforts on issues with the greatest impact to Order Processing Improve Quality of Service Single View of Services • Mixed, dynamic infrastructure • Lots of management tools • Measure the availability and performance against defined service levels

  5. Operations Center Approach Provide a single, consolidated view • Integrate IT and business data from multiple management tools and applications • Supplement with end-user experience monitoring Map relations and dependencies between Order Processing, IT services and infrastructure components • Create a state based service model • Define business rules to automatically calculate impact • Define service level objectives and measure compliance Provide role based views tailored to users’ information requirements • Executive view, Customer view, Operations view, …. • Business impact metrics • Root cause and impact analysis • Trend analysis • SLA Compliance

  6. Integration to External Silos of Information Management Technology Performance and Availability Configuration Service Desk ERP Application Infrastructure Physical Virtual Cloud

  7. Service Modeling Illustrates how modeling the order processing service aid greater understanding how each of the business services relate to each other

  8. Real-time business Impact and Root Cause Illustrates how business rules enable Business Service Management to identify business impact and root cause.

  9. Visualization Show the visualization capabilities of Business Service management which helps to provide a powerful way of illustrating the components of order process and how they support the business.

  10. Business Service ManagementDemonstration – Service Monitoring

  11. Order Processing Overview 1

  12. Root Cause

  13. Root Cause

  14. Event Management

  15. Event Management

  16. Event Management and Order Processing 2 4 1 3

  17. Root Cause

  18. Incident Management

  19. Order Processing Integrated View

  20. Order Processing Integrated View

  21. Order Processing Performance

  22. Order Processing Performance

  23. Business Service ManagementDemonstration – Service Measuring

  24. Order Processing Integrated View

  25. Order Processing Performance

  26. Order Processing Performance

  27. Orders Processed Today 3 2 1

  28. Service Level Compliance 1

  29. Service Levels Last Month

  30. Service Level PerformanceOver Time

  31. Order Processing Availability

  32. Business Service ManagementSummary

  33. Summary Business Service Management provides a consolidated view of the status of a business service which helps you to: • Understand the business impact of the IT issues • Reduce the time to identify the cause of service outages • Prioritize effort on issues with greatest business impact • Mitigate the impact of service outages • Proactively manage and address recurring problems Technology Silos to Services!

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