1. page 1 Thursday, 18 December 2003 Traditional Integration Architectures are NOT sufficient for the Modern Enterprise “Customers are still integrating the applications they bought in the late 90’s”

2. page 2 Thursday, 18 December 2003 Web Services are the next wave of Enterprise computing Internet

3. page 3 Thursday, 18 December 2003 What are Operations Support Systems Operations Support Systems (OSS) are the technology that support the people and processes in these tasks. Business Support systems (BSS) supporting the billing and customer care function are often grouped into OSS

4. page 4 Thursday, 18 December 2003 Reactive Proactive Monitor performance Analyze trends Set thresholds Predict problems Automation Mature problem, asset and change mgmt. processes Best effort Fight fires Inventory Initiate problem mgmt. process Alert and event mgmt. Monitor availability (u/d) Define services, classes, pricing Understand costs Set quality goals Guarantee SLAs Monitor and report on services Capacity planning Service Value IT and business metric linkage IT improves business process Real-time infrastructure Business planning Level 1 Level 2 Level 3 Level 4 Service Management Process Maturity Model Tool Leverage Service and Account Management Business Management Svc. Delivery Process Engineering Operational Process Engineering “Profit” Mgmt.

5. page 5 Thursday, 18 December 2003 Define it Market it Deliver it Measure it Report it Improve it Predict it Objective: Total Quality of Service Copyright © 2003

6. © 2003 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice body copy Visualize, understand & tune your AD world Ensure the health of your AD environment by monitoring performance, availability & integrity Components of AD exposed: FSMO Relationships, Replication, Latency, DNS, DIT, Global Catalog, Domain Controllers Active Directory SPI & Topology Viewer Active Directory

7. page 7 Thursday, 18 December 2003 Element Management Change & Capacity Management Service Management Business Management Element Layer Mapping of Business Processes to Telecom and IT Infrastructure Components

8. page 8 Thursday, 18 December 2003 Eliminating the complexity of service management Management from service perspective Service failure root cause identification (x-domain) customer service calls and change history in context of service navigator customer information available from within infrastructure management Definition of service centric views GUI guided service view definition performance alert e2e response time alert availability alert Incident correlation from x-domains to 1 problem helpdesk customer call consolidated problem record Problem resolution/ change management request shared service repository Automated discovery network, systems, applications, business services Immediate customer impact visualization service component failure

9. page 9 Thursday, 18 December 2003 Reporting on Service Levels

10. page 10 Thursday, 18 December 2003 Know everything about your Service Users

11. page 11 Thursday, 18 December 2003 OSS: Example of an operator screen

12. page 12 Thursday, 18 December 2003 Out of the Box Policies, Reports & Tools for the Windows environment Policies: -The Windows OS SPI included with OVO -contains 409 policies, 26 auto deployed policies and 33 autodiscovery policies that map directly to the functionality Reports: The Windows OS SPI contains 80 reports CPU, DISK, Memory, Network, Appl. Tools: 145 tools (System, Status, Admin Tools…) Applications Coverage: Active Directory MS IIS MS Proxy Server MS Site Server MS SMS MS SNA 4.0 Server MS Cluster Server MS Message Queue Server MS Windows Terminal Server MS Transaction Server MS SQL Server HP TopTools Insight Manager Dell OpenManage McAfee Norton Anti-Virus Citrix MetaFrame

13. page 13 Thursday, 18 December 2003 MS Active Directory View

14. page 14 Thursday, 18 December 2003 Synchronization RID Master Replication Latency Multi-master Organizational Units ntds.dit Trees Sites Operations Master Global Catalog Domains Managing Active Directory (AD SPI) FSMO’s

15. page 15 Thursday, 18 December 2003 "If you do not monitor AD you will in fact run into trouble. It just seems to be a fact of life that over a matter of time, people make configuration mistakes, systems seem to get distributed, outages occur for one reason or another, and they mostly go unmonitored. Now, the reason for this is because Active Directory is in fact fault- tolerant, and resilient to disturbances. If a GC goes down the system doesn’t fail. If a DC goes down other DCs are there to serve these requests. If you forget to setup a roll holder, for weeks, if not months you may not notice the problem, but eventually what happens is a series of small mistakes cascade upon each other to the point where something does in fact tip over the edge, and you have a region wide, or even a company wide problem.“ Paul Reiner, Program Manager Active Directory Microsoft Corporation Microsoft Tech Ed 2001 Focus on: Availability, Capacity, Consistency, Performance, Reliability, Visualization of AD resources and characteristics Components: Domain Controllers DNS LDAP Latency Operations Masters (FSMOs) Global Catalog (GC) Replication Schema AD Services ADS Logging D.I.T. (Database) Key Active Directory resources and characteristics

16. page 16 Thursday, 18 December 2003 Visualization (Service Map) Active Directory Site Services Map Identification of Global Catalog, Domain Naming Master, PDC Master, Schema Master, RID Master Monitoring (Policies / Tools) Replication Latency Time FSMO FSMO Role Change" contains 5 rule” Consistency Domain Naming Schema PDC RID Overall Health DIT Size; DIT Queue Global Catalog Active Directory Smart Plug-In Features

17. page 17 Thursday, 18 December 2003 AD SPI Reports, Service map & Graphs The graph displays the following ActiveDirectory performance counters: · Op Master Domain Naming Last Bind (seconds) · Op Master Domain Naming Last Ping (Seconds) · Op Master PDC Last Bind (Seconds) · Op Master PDC Last Ping (Seconds) · Op Master Schema Last Bind (Seconds) · Op Master Schema Last Ping (Seconds) · Op Master Infrastructure Last Bind (Seconds) · Op Master Infrastructure Last Ping (Seconds) · Op Master RID Last Bind (Seconds) · Op Master RID Last Ping (Seconds)

18. page 18 Thursday, 18 December 2003 smart plug-in for Microsoft Active Directory Services Out of the Box policies (70)

19. page 19 Thursday, 18 December 2003 1.Schedule policy on every managed DC that creates and modifies a user object. 2.Schedule policy that executes on each GC that calculates and logs to coda the replication latency between the GC and all DCs. 3.Measurement threshold policy that uses the Embedded data source (coda) and has NO script (uses the Maximum feature). 4.GC Auto-discovery and service map (already implemented in ADPSI 7.2) 5.Report on GC response time 6.Report on Replication time by GC/by DC 7.Report on Replication time by DC/by GC 8.Graph GC Response time (already implemented in ADSPI 7.2) 9.Graph GC Availability 10.Graph Avg. Replication time by GC Checks if user-level objects are properly replicated to the Global Catalogs within the AD Monitoring Active Directory Replication (OVOW 7.2)

20. page 20 Thursday, 18 December 2003 Active Directory SPI/new features DNS Policies: The AD SPI verifies whether the services on DNS servers are running, if the correct IP addresses are being returned for each domain controller, and if the DNS server’s SRV records contain the same IP address and GUIDs’ information as ADS. DNS DC Service Resource Locator Record checks --Checks if the SRV’s are valid; if incorrect or missing information is found, alerts are sent. DNS DC Response Time – Alerts user when DNS server used by a DC is not responding to queries w/in a specific period of time. DNS DC A check -- Checks for valid IP addresses in the domain where the DNS server resides. DNS DC CNAME check – Checks validity of GUID alias for DC. DNS Availability Report: Reports on how often the DNS server that was configured for AD was available for client services.

21. page 21 Thursday, 18 December 2003 Active Directory SPI/new features Service Map of Directory Information Tree (DIT) In version B.02.00 of the AD SPI, the OVO Windows service map will be updated to include a DIT service node that shows the overall status of the DIT. Example: if disk space is low, or if DIT operations are taking too long to execute, then the DIT service nodes turns red and an alert is sent to the message browser.

22. page 22 Thursday, 18 December 2003 Active Directory SPI/new features DIT Policies These policies monitor the disks/partitions hosting DIT activity. Total DIT size DIT – Monitors the size of the Active Directory database and the amount of free disk space on the logical drive where the Active Directory database is located. DIT Queue Length – Measures the disk queue length on the DIT drive, logs and thresholds the data. DIT Log Queue Length - Measures the disk queue length on the DIT Log file drive, logs and thresholds the data. DIT Percentage Full -- Calculates the percent full of each drive hosting the DIT, will threshold and log the information. DIT Logfile Percentage Full --Calculates the percent full of each drive hosting the DIT log file, will threshold and log the information.

23. page 23 Thursday, 18 December 2003 Active Directory SPI/new features DIT Size Reports Overall Status of the DIT Summarizes DIT size information for the specified domain controller. DIT Size of Log File Report Summarizes log file and DIT disk space information for the specified domain controller. DIT Queue Disk Size Report Summarizes log file and DIT queue length information for the specified domain controller.

24. page 24 Thursday, 18 December 2003 Active Directory SPI/new features AD Topology Viewer tool This tool illustrates your Active Directory replication topology by site. Each site shows your DCs, GCs, and connection objects links. The following summaries the information that will be available in the map. Site - Provides the name of the site from which changes are being replicated. Connected Site - Provides the name of the site receiving the changes. Site Link Name - Provides the name of the link connecting the two sites. Link Type - Specifies whether the sites are linked by IP or SMTP. Link Cost - Provides the cost of the site link as determined by the network administrator. Replication Interval - Specifies in minutes how often domain controllers replicate the Active Directory database. Local Bridgehead - Specifies the name of the local bridgehead server. Remote Bridgehead - Specifies the name of the remote bridgehead server.

25. page 25 Thursday, 18 December 2003 MS Exchange View

26. page 26 Thursday, 18 December 2003 h p OpenView Solution for MS Exchange 2000

27. page 27 Thursday, 18 December 2003 Pre defined Reports Access pre-defined service reports: hp OpenView Reporter provides access to 23 Server level and 8 Organization level pre-defined service reports Server Health Processor time, services processor time, memory pages, % disk time, MTA queue length Server Load MTA msgs/sec, IS msg volume, MTA associations, RPC packets Queues Inbound, outbound, MTS-IN, MTS-Out, Work Length User Load Message Transfer Agent Statistics Directory Replication Internet Mail Service (Queues,Statistics, Traffic) Average Mailbox Size

28. page 28 Thursday, 18 December 2003 how reports help? you proactively know: when and where you definitely will NEED more Disk identify when and where are the peak loads who are the top senders/recipients how is the user’s growth the top destinations/sourced mailbox usages trends messaging trends for all Exchange servers

29. page 29 Thursday, 18 December 2003 The Service view: One picture can speak a thousand words

30. page 30 Thursday, 18 December 2003 smart plug-in for MS exchange /summary Out-of-the-box monitoring and thresholding of a total of 40 calculated Exchange metrics in the areas of:  Exchange processes: Status, CPU utilization, activity  Disk space: Low disk and size of log file  Message Transfer Agent (MTA):  Non-Delivery-Reports (NDR) : Rate of NDR’s generated  News: Rejected inbound and outbound messages  CC: Mail Connector: Queue length, NDR’s  Directory Replication: Pending synchronization, remaining update  Public and Private Information Store: E.g. delivery time, queue length  Other: E.g. User Connection Count,… end to end mail message delivery analysis and mapping for proactive control of enterprise message environments visualization of the Exchange environment – integration with service view map – topology Discovery via LDAP central monitoring of Exchange 5.5/2000 environments including: – Conferencing Server – Chat Server – Instant Messaging Server out-of-the-box intelligence – pre-configured alarms/event – pre-configured graphing – centralized reporting and trending – instructional text explain the cause, impact and actions

31. page 31 Thursday, 18 December 2003

32. page 32 Thursday, 18 December 2003 HP Insight Manager Integration

33. page 33 Thursday, 18 December 2003 Insight Manager and hp OpenView Operations for Windows bundled in Windows O/S Smart Plug-in. Auto-discovery of Insight Manager Agents and Servers Auto-deployment of Insight Manager policies Monitoring of Insight manager Agents Broad ProLiant hardware and component instrumentation via deep SNMP MIB definitions Extensive Windows operating and sub- system instrumentation Drill down capability to Insight Manager agent ‘home page’

34. page 34 Thursday, 18 December 2003 Insight Manager SNMP Instrumentation CPQCLUS.MIB : Compaq Cluster ( 8 traps) CPQCMC.MIB : Compaq ConsoleManagementController (21 traps) CPQCR.MIB : Compaq RAID Controller ( 20 traps) CPQDMII.mib : DMI Indications (6 traps) CPQFCA.MIB : Compaq Fibre Channel Array (21 traps) cpqgen.mib : Compaq Generic Unregistered Trap (1 trap) CPQHLTH.MIB : Compaq Server Health (52 traps) CPQHOST.MIB : Host Operating System (11 traps) CPQICA.MIB : Compaq Intelligent Cluster Administrator(6 traps) CPQIDA.MIB : Compaq Intelligent Drive Array (37 Traps) CPQIDE.MIB : Compaq Manegeable IDE Drive (5 traps) CPQNIC.MIB : Network Interface Card Information (8 traps) CPQRACK.MIB : Compaq Rack Information (36 traps) CPQRECOV.MIB : Compaq Recovery Server (5 traps) CpqSanApp.mib : Compaq Storage Area Networks Management Appliance (3 traps) CPQSCSI.MIB : Compaq SCSI Devices (20 traps) CPQSINFO.MIB : Compaq System Information (13 traps) CPQSM2.MIB : Compaq Remote Insight Board Information (12 traps) CPQSRVMN.MIB : Compaq Server Manager Information (7 traps) CPQSTDEQ.MIB : Standard PC Equipment Configuration (4 traps) CPQSTSYS.MIB : Compaq Storage Systems (25 traps) cpqswcc.mib : Compaq StorageWorks Command Console (6 traps) CPQTHRSH.MIB : Threshold Management Functions (6 traps) CPQUPS.MIB : Uninterruptible Power Supply (14 traps) HS_agent.mib : StorageWorks Enterprise Array Manager (22 traps)

35. page 35 Thursday, 18 December 2003 Integration is free via download NNM platform support: HP-UX, Solaris and Windows NT/2000 Identifies ProLiant servers quickly, discovery, mapping, and labeling of ProLiant servers At-a-glance ProLiant health status is on the network map Comprehensive Proliant h/w and event interpretation via SNMP focused instrumentation Detailed ProLiant status and configuration information via link to web agent detail page Insight Manager and hp OpenView Network Node Manager

36. page 36 Thursday, 18 December 2003 HP OV Operations Service Navigator Reporter Systems Agents Internet Services NNM OVPI IUM Smart Plug-ins Service Desk Service Information Portal OV Product Integration Service Activator Storage Manager SQM