1. IBM Software Solutions | Enterprise Content Management Software
IBM FileNet System Monitor Overview Steven Bass Consulting I/T Specialist, FSM SME

2. Agenda Overview Capabilities What’s New in FSM 4.5.0?
Customer Success Stories
Demo
Key Sales Contacts, Collateral

3. IBM FileNet is essential – Customer Feedback*
BPM and CM support mission-critical business processes
Image Manager is repository for vital documents, e.g. customer correspondence, contracts and policies, etc.
Availability of P8 & CM8 is crucial to customer satisfaction and productivity of IBM / FileNet‘s customers
To reduce TCO, the operation of P8 & CM8 needs to be covered by Data Center / centralized operations teams (24x7)
ECM specialists need to focus on trouble shooting, system optimization and project support, not on routine monitoring
If we look at the way how IBM ECM solutions based on FileNet P8 or IBM CM8 are used today, we will find that it is no longer just an archive, but a ECM&BPM solution and therefore a business driver. BPM technologies like P8 allow a much better support of business processes, even supporting the integration of suppliers and customers. This approach results in applications, which are used in customer-facing processes, e.g. for credit processing or selling insurance policies. The IT organization has no longer control, when and where the enduser gets access to the application. As a result the applications and their entire underlying infrastructure have to be highly available, often 24*7. For the Line-of-Business downtime is no longer acceptable. This applies not only to web-based applications, but to all mission-critical applications being used in customer-facing business processes, e.g. call-center or customer service. So maximum availability is crucial to keep the business processes alive and deliver the service quality (and Service Levels) your endusers and customers are expecting.
Maximizing availability and delivering Service Level Agreements is not impossible, but raises a different problem: Total Cost of Ownership. With implementing redundant infrastructures, setting up multi-shift operations and fully-staffed 2nd Level Support for all mission-critical applications and platforms, the Total Cost of Ownership would explode very quickly. Reality is, that IT spendings have been cut in the recent years and especially now in the current economic climate, and that the IT organization has to become more efficient.
This is a dilemma, as cutting costs in the IT organization often results in poorer service quality. To resolve this dilemma, daily administration and operations have to be automated as much as possible. Routine work has to be done by IT operations teams using their Enterprise Monitoring Infrastructure. 2nd Level Support should be involved only in the exception handling, so they can focus on value-adding activities, such as system optimization and tuning or the installation of new applications. The way to achieve this level of automation is to implement IT Service Management tools and to align IT operation procedures with ITIL Best Practices.
* Findings of Total Customer Experience Initiative by FileNet Corp. 3 3

4. IBM FileNet is essential – Industry Findings
Studies: 80% of downtime is related to application or operator errors, only 20% to hardware failures – HA Clusters are not enough to ensure uptime!
Service Management Studies:
73% of problems reported by enduser, not detected by administrators
63% of problems require 4+ hours to isolate root cause
38% of enterprises involve 10+ specialists to solve one enduser problem
IT Infrastructure Library: Availability Management is crucial element for Service Operations
The importance of systems management is also shown by studies of Gartner and by the IT Infrastructure Library (ITIL). Gartner showed in a survey that only approx. 20% of the downtime of mission-critical application was caused by hardware issues, which would have been covered by HA clusters. But approx. 80% of the downtime was caused by application and operator errors, which cannot be adressed with a HA cluster. So the perception of many customers that High Availability means simply installing a HA cluster is wrong. Without an Application Management there is no high availability.
IT Service Management studies show how reality looks like. In the vast majority of outages it‘s the enduser reporting the problem to the Service Desk – not the application administrator detecting it. Then the trouble starts, as various people in 2nd Level Support start searching for the root cause – only with one finding that the downtime was caused by his component. So for the process of detecting the problem and then identifying the root cause and the proper corrective action to fix it a lot of time is wasted. Time in which the Line of Business is not able to use the IT Service ECM / BPM.
Another reality is that the ECM administrators often get blamed for issues and problems they have not caused. For the enduser working with P8 or CM8 it‘s FileNet / IBM ECM, which is not working properly. For them it‘s not transparent nor relevant that the problem might have been caused by the Oracle Database or Bea WebLogic application server – and that the FileNet components are only a victim of this event. So for the ECM administrator it‘s vital to get application health status information not only for the P8 / CM8 components, but also for the middleware and infrastructure it‘s relying on. This information must be provided to the ECM administrator in one Single Point of Control. So FSM can also be considered as a „CYA – Cover your Ass“ tool for them.
It‘s NOT FileNet/IBM CM! 4 4

5. Capabilities

6. Before FileNet System Monitor, there was no proactive monitoring of application health status. Customers had no easy way to know what potential problems may arise or what the root cause of the problem is when it occurs. They have to rely on calling FileNet Customer Service, sending log files and possibly spending many days to diagnose problems.
Before IBM FileNet System Monitor – no proactive monitoring of app health status
No application health status information
= black box!
Processes
– up/down
Processes and details –
up/down, tablespaces, etc.

7. IBM FileNet System Monitor Automates the Management of your ECM Systems
Solution
Result
Problem
ECM System
The objective is to proactively monitor the FileNet systems, allowing to detect problems or upcoming problems and alert the administrators responsible for this particular problem. Operators and Help Desk Staff can see the event information in the central event console and initate proper actions, especially off hours, when no FileNet specialists are on duty, or inform the end user who is calling the Help Desk.
The proactive way of operating FileNet allows to prevent problems and to accelerate problem diagnosis to reduce the problem resolution time. This results in a reduced downtime for the Line-of-Business and improved Service Level delivery as well as customer satisfaction.
Database error prevents document access
2. System Monitor identifies error, alerts Administrator who instantly solves the problem with
the built in knowledge base, or
SysMon can auto correct the outage
3. Increased uptime, meeting your SLA,
satisfied users

8. Before FileNet System Monitor, there was no proactive monitoring of application health status. Customers had no easy way to know what potential problems may arise or what the root cause of the problem is when it occurs. They have to rely on calling FileNet Customer Service, sending log files and possibly spending many days to diagnose problems.
After IBM FileNet System Monitor – Proactive monitoring with insight into ECM application health

9. Benefits – before and after FSM Installation
Calls Routed from the Help Desk
Number of calls

10. Benefits (continued)
Production impact

11. FSM is part of the Enterprise Reference Architecture
FileNet P8 Platform
Third-Party Content Repositories
FileNet P8 Content
Repositories
FileNet Panagon®
IBM Content
LOB & Partner Solutions
Portals & Web Applications
Content
Web Site Manager
Document Publisher
Capture
SharePoint Integration
Team Collaboration Manager
Web Content Manager
Image Manager AE
Content Manager
Process
Business Process Framework
Business Activity Monitor
Forms Manager
Business Process Manager
Compliance
Records Crawler
Manager
Records Manager
Application Services
Content, Process & Compliance Services
Content Federation Services
Develop
Manage
Security
Integration
Clients
Suites
Services
Desktop Applications
System Monitor
System Monitor is API connected to the underlying platform. This means that it’s using the same API’s as your programs are using, thereby emulating your actions, proactively, and detecting problems before your business users do!
In this chart you can see the architecture of the P8 portfolio. FSM is one of the management services in the P8 platform. 11 11

12. IBM FileNet System Monitor is the Answer to Address These Challenges
FileNet System Monitor (FSM) lets you be proactive in preventing problems before they occur
as well as take immediate action when a problem occurs. It monitors over 1100 performance & system parameters across the different FileNet products and Suites and you can set up thresholds for each parameter.
It comes with a web based console for setting up thresholds and the notification methods
of how you want to be alerted – , pager, Blackberry, cell phone.
2. By being notified of potential problems before they occur, you can increase your uptime and better meet your SLAs with your line of business.
3. FSM comes with 1500 recommendations or corrective actions for Image Services errors. These are based on best practices. In addition, you can specify your own corrective actions as well.
All the errors that occur are kept in an event database for historical analysis and mgmt. reporting.
4. FSM comes with a pre-defined SNMP MIB so it can be integrated into any 3rd party system mgmt. tool –
HP OpenView, CA Unicenter, BMC Patrol, Microsoft Operations Manager (MOM), NetIQ, and others.
There are also other options for integration – command line interface and a dedicated logfile.
In addition, it is fully integrated into the IBM Tivoli Monitoring framework and Enterprise Console.
5. FSM comes with a Task Manager that automates over 75 manual admin tasks like startup and
shutdown of a P8 domain or IS system.
IBM FileNet System Monitor is the Answer to Address These Challenges
Benefits
Challenge
End user knows ECM applications are down before you do
Immediately notifies you before end users do (proactive vs. reactive)
Unable to meet Service Level Agreement (SLA) / uptime requirements
Increases uptime and ability to meet SLA
Trouble diagnosing problems and determining the corrective action to take
Faster time to diagnose problems by providing corrective actions, knowledge base
Data Center / Network Operations unable to remotely monitor ECM applications
Enables Data Center / Network Operations to remotely monitor ECM applications
Unable to increase productivity of ECM administrators
Increases productivity by automating manual tasks

13. IBM FileNet System Monitor Capabilities
FileNet System Monitor enables customers to proactively know if the FileNet systems are up or not via , SMS, or an operator console. System status and error messages are fed into the customer’s Enterprise System Management tools from IBM Tivoli, HP OpenView, CA Unicenter, BMC Patrol, Microsoft and others. In addition, there is a web console for operators to set thresholds, view alerts.
Another major feature is the ability to monitor the FileNet logfiles and take corrective actions on error messages.
Best practices have been incorporated into the product by providing pre-defined corrective actions for 1500 error messages in Image Services.
IBM FileNet System Monitor Capabilities
Proactive monitoring and logfile management
1200 performance & system parameters
600 RPC level Listener metrics
20+ ECM logfiles
JMX and WMI object interface
Real-time alerts via Blackberry, pager, , console, SMS
InstallAnywhere support
Automate 85 manual administration tasks
Seamless integration with enterprise system mgmt. tools
Pre-defined SNMP MIB
Logfile
Command Line
Direct API Integration into IBM Tivoli and HP OpenView
New Management reports and enhanced knowledge base
Analysis of historical events – identifying weak spots
Analysis of resource utilization – trending and capacity planning

14. IBM FileNet System Monitor Architecture
Dedicated FSM Management Server (stand-alone or HA set-up)
FSM Agents on managed ECM systems
Databases can optionally be monitored remotely (only DB monitoring)
Event forwarding from FSM Management Server to IT Service Management tools

15. Products monitored by FSM
IBM FileNet P8 Image Manager
IBM FileNet P8 Content Manager
IBM FileNet P8 Business Process Manager (incl. PA, BAM and BPF)
FileNet Manager / Records Crawler / Records Manager
FileNet Capture / Print / Fax
ISRA / Web Services
HPII / MRII / BatchIt
Application Connector for SAP
Content Federation Services
Storage: xSAR / Integral SDS
IBM Content Manager 8
IBM Content Manager OnDemand
Information Integrator Content Edition (IICE) / II4C
CommonStore
IBM Content Collector for Mail / Files (ICC)
IBM eDiscovery Manager
IBM Enterprise Records
All on Distributed Platform
FSM covers a broad range of IBM ECM products and middleware.
Among the IBM FileNet P8 suites all major products are managed, e.g. Image Manager, Content Manager and Business Process Manager as well as the Compliance products. This includes not only the core engines Content Engine, Process Engine and Application Engine, but other crucial components such as ISRA, CFS-IS or Storage access as well.
In the IBM ECM world FSM can monitor CM8, CM OnDemand, IICE, CommonStore and IBM Content Collector on distributed platforms (Unix, Windows and Linux).
© CENIT

16. Monitoring of 3rd party applications & systems – get the full picture of your ECM-based Business Services
Databases – from an ECM perspective!
Oracle
MS SQL-Server
DB2 Database
Application Server (JMX)
WebSphere Application Server
Bea WebLogic
Jboss
Tomcat
Web Server
Apache
IBM HTTP Server
MS IIS
LDAP Connection
Tivoli Storage Manager
Systems
Unix / Windows Logfiles
VMWare ESX Hosts
Centera
JMX
SNMP
WMI
All Functionality exposed to Performance Monitor
Parsed at Common Information Model (CIM) Object Level
Other applications on demand
3rd Party Applications
Homegrown Applications
Beside the ECM FileNet core components FSM provides monitoring capabilities for 3rd party products, such as the databases or the server and storage infrastructure.
Additional applications, which are not managed out-of-the-box, can be covered on demand. In most cases this can be done via configuration in the implementation project, using predefined monitors and logfile adapters. If requested we also provide the development of additional functionality, e.g. to access application API to collect event information.
© CENIT

17. Monitoring of IBM FileNet Content Manager / BPM
Content Engine
Availability & Status
Object Store Performance & Statistics
File Store
CFS-IS
Publishing Queue Entries
J2EE Application Server
Web Server
Content Search Services
Number of CSS index requests of an Object Store
Indexing errors
CBR Queue Monitoring & Statistics
Application Engine / Workplace / Workplace XT
AE – CE Communication and Connectivity
Component Manager
Status
Queue Status & Statistics
Process Engine
Availability & Status
Statistics
Queues & Roster
Listener Metrics
Process Instances
Database
Logfiles
BPF
BAM
Process Analyzer / Case Analyzer
Rendition Engine
Application Connector for SAP
In the IBM ECM world FSM can monitor CM8, CM OnDemand, IICE and CommonStore. The monitoring covers the database and the J2EE Application Server and Web Server as well as logfiles and services and processes. For IICE FSM provides additional monitoring information for RMI.
Supported platforms for these applications are Unix, Windows and Linux. Support for zSeries based applications is under discussion.

18. Monitoring of IBM FileNet Image Manager
IM System Status
IM Processes
MKF Databases
Availability
Status
Details
Index Database
Cache
Percentage
Sectors
Statistics
PPMOI
Storage
xSAR
Integral-SDS
IM Listener
Logfiles
User Information
ServerLink
Workflow Queues
Print Queues
Application Connector for SAP
ImageImport (HPII/MRII)
Errors
Processes
Statistics
Web Services
Capture
Content Services
In the IBM ECM world FSM can monitor CM8, CM OnDemand, IICE and CommonStore. The monitoring covers the database and the J2EE Application Server and Web Server as well as logfiles and services and processes. For IICE FSM provides additional monitoring information for RMI.
Supported platforms for these applications are Unix, Windows and Linux. Support for zSeries based applications is under discussion.

19. Monitoring of Information Lifecycle Governance
FileNet Records Manager
FileNet Records Crawler
FileNet Manager
IBM Content Collector for Mail
IBM Content Collector for Files
eDiscovery Manager
Workmanager Status
Taskfinder Status
Requested Tasks Status
CMS Connection Status (to CM8 or P8 CE)
Task Statistics
Total time for processing (in seconds)
Number of documents in search task
Number of documents processed
Number of documents not processed
Average documents processed per second
In the IBM ECM world FSM can monitor CM8, CM OnDemand, IICE and CommonStore. The monitoring covers the database and the J2EE Application Server and Web Server as well as logfiles and services and processes. For IICE FSM provides additional monitoring information for RMI.
Supported platforms for these applications are Unix, Windows and Linux. Support for zSeries based applications is under discussion.

20. Monitoring of IBM Content Manager 8 Multi Platform
Library Server
Database
Status & Usage
Details
NetSearch Extender Errors
NetSearch Extender File Systems (Working and Index directories)
Connectivity - Resource Manager Heartbeat
Services & Processes
Library Server Monitor Service
NetSearch Extender Processes
Logfiles
icmserver.log
ICMSTSYSADMEVENTS (Database table)
ICMSTITEMEVENTS (Database table)
II4C / IICE
Connectivity & Status
RMI
Resource Manager
Database
Status & Usage
Details
Volume Space – 7 Device Managers
Filling Level
Online Status
Cross-check
WebSphere AS
RM Service Status
RM Application Status  icmrm and snoop
http Status
JMX Monitoring
Services & Processes
RM File Systems
Migrator, Replicator, Purger and Stager  for each CM8 instance
Logfiles
Migrator, Replicator, Purger and Stager Logs
Web Applications  end user access
In the IBM ECM world FSM can monitor CM8, CM OnDemand, IICE and CommonStore. The monitoring covers the database and the J2EE Application Server and Web Server as well as logfiles and services and processes. For IICE FSM provides additional monitoring information for RMI.
Supported platforms for these applications are Unix, Windows and Linux. Support for zSeries based applications is under discussion.

21. Monitoring IBM Content Manager OnDemand V8 Multi Platform
OnDemand Archives
Database (DB2, MSSQL, Oracle)
Status
Usage
Details (Statistics, Logspace, Rollback Segments, etc.)
Services & Processes
System Logging Entries - SL2 (Database table)
Knowledge Base - for SL2-related Log entries
OnDemand Tasks
Status OnDemand Services / Processes
Start and Stop OnDemand Services / Processes
OnDemand Web Applications
WebSphere Application Server
Application Status (WEBi, Admin GUI)
JMX Monitoring (JVM parameters like HeapSize, Connections, Threads, etc)
Logfiles
Web Application Server Status Logfile
Web Application Server Error Logfile
In the IBM ECM world FSM can monitor CM8, CM OnDemand, IICE and CommonStore. The monitoring covers the database and the J2EE Application Server and Web Server as well as logfiles and services and processes. For IICE FSM provides additional monitoring information for RMI.
Supported platforms for these applications are Unix, Windows and Linux. Support for zSeries based applications is under discussion.

22. Intelligent Logfile Management | 28+ ECM Logfiles
Real-time Logfile Monitoring
Processing of unknown events, classification by ECM error numbers
Event information contains original error message, error description from ECM error catalog, possible error cause and corrective action
Instructions can be extended by customer
Filtering and adjustable duplicate recognition
Self-monitoring
ECM Logfile Coverage
ELOG / WAL / ISRA
HPII / MRII / ServerLink
CS Index and Replication / Verity
CM8 database entries
BPM RMI, PPM Trace and Router
Content Engine
Process Engine
CMOD
Component Integrator
All ECM related messages in Windows Eventlog
FileNet System Monitor is able to process 20 FileNet application logfiles in an intelligent manner. It not only notifies for critical events, but it can also deliver important information for problem diagnosis, (e.g. the description from FileNet error catalog, possible error cause and corrective action). FSM also monitors Apache, Windows, UNIX, Oracle, and MS SQL logfiles out of the box. Other logfiles can be monitored through the logfile adapter.
This know-how is available to all administrators working with FileNet System Monitor. Besides the approximately 600 events described in the FileNet systems handbook for Image Services, CENIT provides additional 600 events with possible error cause and corrective action. This know-how is derived from CENIT‘s experience in operating FileNet Image Services.
Additional knowledge concerning how to handle events can be provided to the customer or by CENIT consultants in the project, extending the information provided to operators and FileNet administrators considering customer-specific requirements.

23. Task Management | Automate 85+ Manual Tasks
Configuration tasks
Configure ECM domain
Configure module for a ECM server
Configure FileNet ELOG logfile adapter
Setup TEC event server for FileNet
Setup FileNet logfile adapter filepacks
Setup event console for FileNet
Administrative tasks
Starting/stopping of systems, domains
Starting and viewing of reports and statistics, e.g.:
Capacity reporting of databases and cache server
Status of services
Statistics of roster and queues
Statistics for license compliance (how many users, which users, etc.)
FileNet System Monitor provides tasks for the configuration of the system and for the automation of 75 tasks common to daily routine work. An example is the automated starting or stopping of FileNet components or domains without having to log on remotely and without having to know the proper order and syntax to start or stop the system.

24. The following FileNet customers are currently using FileNet System Monitor in the US and Europe. There are more than 30 customers that use IBM Tivoli, CA Unicenter or other system management tools that are using FileNet System Monitor for monitoring one or more FileNet P8 Suites.
FSM 4.5

25. Shipping now What’s New in FSM 4.5?
Support for P8 5.0 (FileNet Content Manager /w Farms, BPM, Image Services 4.1.2, CFS for IS, eForms)
Task Execution from the Console / Automated Tasks
Business View enhancements
Multiple Logical Views per User
Database support for Oracle, DB2 9.7, SQL Server 2008
Support for CM 8.4.2, CMOD 8.4.1, CommonStore and IICE
Categories
Linux FSM Server – x86 and PowerPC
Monitor zLinux on s390
InstallAnywhere Support for FSM Server and CalaRex
Multiple Client Upgrade possibility
Many More new features

26. The following FileNet customers are currently using FileNet System Monitor in the US and Europe. There are more than 30 customers that use IBM Tivoli, CA Unicenter or other system management tools that are using FileNet System Monitor for monitoring one or more FileNet P8 Suites.
Customer Success

27. Select Customers
Many well-known customers in various industries all over the world rely on FSM to make sure that their ECM platform is working properly – and is meeting the expectations of their Lines-of-Business. This is especially true for the banking, financial services and insurance industries, where the ECM & BPM platform often is used in customer-facing business processes.
Our customers run large ECM platforms, like Citigroup or Allianz, or smaller ECM implementations, like Badenia. But they all have in common that the Line-of-Business is heavily relying on IBM ECM and that the daily operations has to be done by a tool instead of manually by ECM administrators.
Some of our customers run distributed ECM environments. FSM helps them to manage these distributed systems from one single point of control.
© CENIT 27

28. Challenges | SunTrust Negative end-user perception of system stability
Business users notified FileNet administrators of system outages
Dependency on custom monitor scripts
Administrators in a reactive mode, continually firefighting platform issues
Time consuming manual system checks
There was no audit trace of system outages or problem resolution documentation
Remote connections to distributed servers were time consuming

29. System Monitor Benefits | SunTrust
Higher availability
Administrators immediately notified of warnings and critical errors via SMS
Leverage existing CA Unicenter Monitoring infrastructure
Real time dashboard view of servers for IT and business users
Automatic trouble ticket creation for critical and fatal events
Provided reports and statistics for SLA governance

30. System Monitor Benefits | SunTrust
Remote Task Execution eliminated need for remote logon to distributed servers
Single administrative portal to FileNet platform streamlined administrative work effort
FSM Console provided “at a glance” System availability assurance
Help Desk tickets reduced by 65%+

31. System Monitor Benefits | SunTrust
Optimize system performance by identification of system bottlenecks
Higher productivity for FileNet Admins – ability to focus on new development activities
Eliminated throughput bottlenecks
Business users embrace enterprise content management technology
Eliminated dependency on custom scripts
Provided an customer extensible knowledge base for problem resolution documentation

32. Summary Unsurpassed monitoring coverage for IBM FileNet P8
Support for other IBM ECM products such as IBM Content Manager, Content Manager On Demand, IICE, and CommonStore
Easily monitor non-ECM products
Seamless integration with existing System Mgmt. tools
Deployed successfully by many companies worldwide
This is a summary of the reasons customers should use FSM. There is no other solution as comprehensive as FSM.
It is a key part of the FileNet product family fully supported by FileNet.

33. Key Sales Contacts & Collateral

34. Collateral
Datasheet
Technical white paper – new WMI Monitoring guide prepared by Steven Bass, FSM SME
Customer link

35. Contacts
North America
Steve Bass,
Installation Packages and Scheduling
Contact local IBM Lab Services Manager
IBM ECM Community
Join the Conversation:

36. Thank You