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IBM Software Solutions | Enterprise Content Management Software

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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


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