Presentation on theme: "Business Availability Center Architecture Overview"— Presentation transcript:
1 Business Availability Center Architecture Overview
2 BAC Overview BAC provides: Performance and application monitoring BUSINESS AVAILABILITY CENTER OVERVIEWBAC OverviewBAC provides:Performance and application monitoringEnd-user managementIT infrastructure availability managementService-level managementConfiguration managementComposite application diagnosticsBusiness Transaction ManagementBusiness Process ManagementProblem isolationVertical solutions management – SOA, Siebel, SAP
3 Business Availability Center Architectural OverviewMiddlewareJ2EE, .NETCICS/MQ/Tibco/SonicEnd UsersInternet/ FirewallLan/networkUser/Web front-endServicesMiddlewareBackend and DataWhat BAC offers is a suite of components that will help you manage your business services availability and performance from the end-user perspective all the way down to the application and infrastructure level. BAC help’s you insure that you never lose site on the goal of aligning IT with the Business.[mainly from left to right]:End User ManagementHP Business Process Monitor software executes synthetic transactions—from multiple locations inside or outside your firewall—to identify availability and performance issues before they impact your customers and business.HP Real User Monitor software provides complete visibility into the experience and behavior of every user, from every location, for critical web applications. This integrates with Network Node Manager to provide an integrated Application Aware Network Management (AANM) solution.Discovery and Mapping ToolsHP Discovery and Dependency Mapping software creates and maintains complex relationships views of business services, applications and the underlying infrastructure.Configuration Items (CIs) and their Relationships and are stored in the Universal CMDB.Process, Transaction and Application MonitoringHP Business Process Insight software enables you to correlate business process health (transaction value, revenue, number of orders, etc.) with supporting applications and infrastructure — so you can assess the impact of an underlying problem in business terms.HP TransactionVision software helps you measure transaction health by tracking and measuring individual transactions as they progress across your enterprise IT applications.HP Diagnostics software provides a top-down, end-to-end lifecycle approach for monitoring, triaging and diagnosing critical problems deep within .NET, J2EE and Java™ applications.Infrastructure Monitoring and EMS integrationHP SiteScope is our agentless Infrastructure monitoring solution and HP System Availability Management (SAM) integrates multiple SiteScope servers to help you deploy and maintain your enterprise infrastructure monitoring solution.We also provide integrations with Event Management Systems like HP Operations Manager.A robust platform with a real-time dashboard pulls it all together…The web-based dashboard is where you will see detailed reports as well as real-time status on the health of your business.Here, you can configure the flexible alerting within BAC to notify responsible stakeholders of business services monitoring events and status changes.There are also two more advanced capabilities that leverage the monitoring data that your particular BAC system has collected:HP Service Level Management software helps you manage service levels and provide service-level agreement (SLA) compliance reporting for complex business applications.HP Problem Isolation software – if you have complex applications this option provides a guided workflow to quickly isolate, triage, diagnose and resolve problems. This helps reduce time to resolution and increase time between failures, allowing IT to shift its focus from keeping the lights on to being a more strategic catalyst for business.Business Process Monitor – Synthetic End-user simulationApplication Aware Network Management – relating the application to the network (Network Node Manager/RUM)Discovery & Dependency Mapping – population of UCMDB for services, infrastructure and related dependenciesRUM/BPI /TV and Diagnostics collect information about real users, business processes and transactionsAgents /Agentless (OPC/ SiteScope) – Infrastructure Monitoring including EMS integrationsBAC DashboardProblem Isolation ToolsService Level ManagementTopology ViewsDetailed ReportingAlert NotificationsWeb-based AdministrationBusiness Availability CenterUniversal CMDB3August 11, 2008
4 BAC Architecture BAC Architecture Components BPITVDiagnosticsSiteScopeBPMRUMEMS ToolsBAC Architecture ComponentsThe high-level architecture of BAC includes the following components:BAC data collectors: Include Business Process Monitor (BPM), Real User Monitor (RUM), SiteScope, Diagnostics, Business Process Insight (BPI), TransactionVision (TV) and the Discovery ProbeBAC servers: Include a Centers server, a Core server, a database server, and a Data Processing serverThird-party servers and tools: Include mail servers, Simple Network Management Protocol (SNMP) servers, and third-party EMS toolsNote: Although database server is a third-party server, it is considered part of the BAC server architecture.
5 BAC Data Collectors BAC ARCHITECTURE Discovery Probe: Discovers the IT infrastructure and collects the topology informationDiagnostics: Monitors J2EE and .NET application performance and bottlenecks in real time using a probe on the application serverBPITVDiagnosticsSiteScopeBPMRUMEMS ToolsBPI: Provides visibility into the health and performance of business processes that are running over the IT infrastructureBPM: Proactively measures the end-user experience by executing controlled, repeatable transactions from multiple locationsRUM: Measures the online experience and behavior of the users from across the enterpriseBAC data collectors collect performance data from various points throughout the organization and from remote locations. The data collectors feed the collected data to the BAC Gateway server. You use the collected performance data to monitor and analyze the performance and availability of your organization’s business applications.BAC Data Collectors:There are 7 different ways to pull in data into BAC. This information ranges from business processes, transaction and diagnostic details, discovery information, and end user experience data.SiteScope: Is a data collector for BAC and pulls infrastructure information into BAC by providing centralized administration and business level reporting through System Availability Management (SAM). SiteScope collects key performance measurements for a wide range of back-end IT infrastructure components including providing best practice templates for application management.End user Management consists of synthetic monitoring (Business Process Monitor) and real user information (Real User Monitor). BPM (business process monitor) emulates user experience or business transactions with the application by running transactions and collecting application availability and response time data. Real User Monitor or RUM tracks the performance and availability delivered to every end user, allows you to drill into problems as they occur in real time and allows you to capture live customer sessions to quickly spot and resolve intermittent problemsHP Diagnostics – monitors J2EE and .NET application performance and bottlenecks in real time using a probe on the application server. It provides a top-down, end-to-end lifecycle approach for seamlessly monitoring, triaging, and diagnosing critical problems with J2EE and Java applications in both pre-production and production environments.Business Process Insight (BPI) – Provides visibility into the health and performance of business processes that are running over the IT infrastructureTransactionVision (TV) – Tracks the business transactions as they progress through the enterpriseDiscovery Probe – part of the DDM product set, discovers the IT infrastructure and collects the topology informationTV: Tracks business transactions as they progress through the enterprise.SiteScope: Collects key performance measurements for a wide range of back-end IT infrastructure components. SAM provides centralized administration and reporting for SiteScope instances.
6 BAC Servers BAC ARCHITECTURE EMS Tools Mail Server SNMP Server Database Server: Stores system-wide data, management-related data, topology data, and profile dataData Processing Server: Aggregates data, runs the online and offline Business Logic Engines (BLEs), and controls the CMDB. The online BLE calculates the Dashboard views in real time. BLE calculates SLAs and reports.Gateway Server: Runs the BAC application, handles reporting, administration console, receives data from data collectors and distributes it to the BAC Data Processing server and the Database serverBPITVDiagnosticsSiteScopeBPMRUMEMS ToolsBAC architecture includes a set of servers that facilitate system management, data handling, reporting, and alerting.There are 3 main components to the BAC architecture, the gateway server, the data processing server and the database server.Gateway Server – runs the BAC application, handles reporting, is the administration console, receives data from data collectors and distribute it to the BAC data processing server and the database server.Data Process Server – aggregates data, runs the online and offline Business Logic Engines (BLEs) and controls the CMDB. The online BLE calculates the Dashboard views in real time. BLE calculates SLAs and reports.Database Server – a third party database that stores system-wide data, management-related data, topology data and profile dataBAC types of databases – management database, profile database, UCMDB, UCMDB historyLDAP – monitor configurationmySQL – RUM samples databaseTo work with BAC, you must set up the following types of databases:Management database: Stores system-wide and management-related metadata for the BAC environment. BAC requires one management database. You can create this database manually at the time of BAC installation by using the set management database utility.Profile database: Stores raw and aggregated measurement data obtained from the BAC data collectors. Although only one profile database is required, you can store profile data in multiple databases.CMDB: Stores configuration information that is gathered from various BAC and third-party applications and tools. This information is used when building views in BAC.EMS ToolsMail ServerSNMP Server
7 Third-Party Servers and Tools BAC ARCHITECTUREThird-Party Servers and ToolsBPITVDiagnosticsSiteScopeBPMRUMEMS ToolsMail Server: Sends alerts and scheduled reports to designated recipientsSNMP Server: Receives SNMP traps sent by the BAC alerting mechanismBAC uses third-party servers and tools to complement its own servers and data collectors.Note: The use of the SNMP server or EMS tools is optional.EMS – Integrates data from EMS applications and servers into BAC.HP Business Availability Center has the ability to integrate with existing EMS (Enterprise Management Systems) software and provides the capability to build new integrations or to customize out-of-the-box integrations (for example: HP OVO, HP ServiceCenter, or Netscout nGenius). SiteScope Integration Monitors integrate measurements, open incidents, alerts, and events generated by Enterprise Management Systems software into HP Business Availability Center reports. Enterprise Management Systems integrations can integrate alerts generated by HP Business Availability Center, Dashboard, and Service Level Management into your Enterprise Management Systems program.The EMS Integrations application helps you customize the Integration Monitor configuration files to correctly map the data Integration Monitors collect to a format recognizable by HP Business Availability Center, provides out-of-the-box integrations, and enriches your business views. The EMS Integrations application enables you to sketch a CIT relationship map of the integration you are creating to help you formulate the KPI assignment rules that are described below.You can directly access the System Availability Management Administration through a window in the EMS Integrations application, where you can access a SiteScope and deploy integration monitors to collect performance and availability data from your EMS system. This data, which can represent CPU, disk space, or other information, provides the global status of the EMS Monitor CI.** EMS is the preferred method of integration with other Enterprise Management Systems. SNMP is another method of integration but is not as reliable.EMS Tools: Integrates data from EMS applications and servers into BAC server and sends data from BAC server to the EMS servers by using the generic data engine application programming interface (API) and EMS adapters
8 BAC Data Flow BAC ARCHITECTURE BPITVDiagnosticsSiteScopeBPMRUMEMS ToolsThe components of the BAC architecture communicate among themselves to transfer data. The data flow among the BAC components is as follows:Data collectors monitor the business application’s topology, infrastructure, or configuration and collect the monitoring data.Data collectors send the collected data to the Gateway Server.The Data Processing server receive new sample updates from the real-time application updates.A BAC user or an administrator sends information or configuration request to the Gateway server.Data goes out of the Data Processing server and into the Mail and SNMP servers.The Gateway server forwards the request for information to the Data Processing server, which queries and extracts the information from the Database server.The Data Processing server then returns the retrieved information to the Gateway server, which forwards the results to the user.
10 Introduction to Data Collectors BAC ARCHITECTUREIntroduction to Data CollectorsBusiness Process MonitorReal User MonitorSiteScopeDiagnosticsTransactionVisionBusiness Process InsightDiscovery ProbeBAC data collectors collect performance data from various points throughout the organization and from remote locations. The data collectors feed the collected data to the BAC Core server. You use the collected performance data to monitor and analyze the performance of your organization’s business applications and IT infrastructure.
11 Business Process Monitor DATA COLLECTORS OVERVIEWBusiness Process MonitorHP Business Process Monitor software provides synthetic transactions—from multiple locations inside or outside your firewall—to identify availability and performance issues before they impact your customers. This lets you capture accurate, consistent and repeatable performance and availability metrics from multiple locations around the globe to create a system baseline. Using the baseline, HP Business Process Monitor identifies key variations and trends that help you plan capacity better and quantify the value of your IT investments or changes.HP Business Process Monitor executes scripts that the Virtual User Generator feature generates in production to create active transactions that simulate complex business processes against applications. It’s similar to having real users access the application. When users interact with applications, their actions involve a set of requests that traverse technology components such as firewalls, switches, load balancers, web servers, application servers, databases and mainframes. These requests generate a response, which HP Business Process Monitor first validates for accuracy. The monitor then captures the response time and availability metrics. HP Business Process Monitor allows you to emulate even the most complex, multi-step transactions in almost any environment.As many customers already use the Virtual User Generator to create load testing scripts for HP LoadRunner software or HP Performance Center software, the scripts already exist in your quality assurance (QA) team. This lets you save time and effort creating end-user monitors. If it is important enough to test in pre-production, it should be just as important to monitor a business process in production.HP Business Process Monitor sends availability and performance data to the HP Business Availability Center console for reporting and real-time visibility. You manage HP Business Process Monitor from this console, including tasks such as setting alerts, setting service thresholds and managing scripts.Installed on host machines located on network or on the internet at global locationsUse a recorded script to run synthetic transactionsSend the collected data to BACUse the HTTP(S) protocol for collection & configurationRun independently as a service on the host machine
12 Real User Monitor DATA COLLECTORS OVERVIEW RUM probe: Passively monitors the requests and responses sent to and from a monitored Web serverMonitors HTTP(S) and TCP/IP protocolsRUM engine:Configures the RUM ProbeReceives data collected by the RUM probe using SSHFilters information based on configurationStores data samples in a databaseSends page, transaction, user, server data samples to BAC over HTTP(S)MySQL database:Provides a repository for RUM dataStores session details, and session summaryHP Real User Monitor is a key part of HP end user management software. HP end user management software combines the passive, real-user monitoring capabilities of HP Real User Monitor with the active monitoring of HP Business Process Monitor software for greater coverageUsing a passive network probe, HP Real User Monitor is plugged into the same switch used by application web servers.As user traffic passes through the switch, HP Real User Monitor listens to every request and response sent to and from your servers.HP Real User Monitor tracks individual user data from the browser to the specific web server that handles the user’s request.As security and privacy are major concerns for IT and lines of business, HP Real User Monitor can filter collected data to determine that your most sensitive data is not compromised.RUM ComponentsRUM uses the following components:RUM probe: Is a non-intrusive, passive listening device connected to the network through a network tap or to the spanning port of a network switch. It receives the same traffic as the monitored network. However, it filters out traffic that use protocols other than HTTP or HTTPS. The probe receives a copy of the requests and responses sent to and from the Web server. In this way, the probe tracks data all the way from the IP address of a user to the Web server and from the Web server to the IP address of a user, and collates the data into complete transactions. As a security feature, the listening port on the probe is blocked to prevent unauthorized access.RUM engine: Receives data collected by the RUM probe. The engine prepares page, transaction, user, and server data samples based on the configuration you specify in Monitor Administration. The RUM engine sends a subset of the data samples to the BAC Core server, which distributes the data to BAC to create RUM alerts, reports, and Dashboard views.MySQL database: Provides a repository
13 SiteScope DATA COLLECTORS OVERVIEW Monitors infrastructure components Servers, network elements, application services - Weblogic, Websphere, Oracle, SOAUses many standard protocols for monitoring:Uses HTTP(S) to communicate metrics back to BACSiteScope interface can be accessed over ports 8888 and 8080.Other Sitescope roles:Integration gateway for External Monitoring Systems (EMS)Automatically deploys monitors for newly discovered CIsValidates problem isolation issues via on-demand-monitorsActs as system health using preconfigured built-in monitors for BACSiteScope is an application used to monitor IT infrastructure availability and performance. SiteScope has an agentless architecture that enables you to set up and scale system monitoring. The agentless architecture enables a central installation of SiteScope, which remotely monitors multiple servers without installing agent software on the remote servers. Multiple users can access SiteScope at the same time through a Web browser interface.SiteScope provides the following features:Monitors: SiteScope provides over 80 predefined out-of-the-box monitor types to monitor various types of systems and services at different levels. This includes monitoring basic server resources, performance metrics from server applications, and the availability of user services. You can customize various monitor types for different environments.Monitor templates: SiteScope provides templates that you can use to develop standardized monitoring. In addition, you can use these templates to accelerate monitor deployment.Alert types: SiteScope includes standard alert types that you can use to notify administrators when the performance of a monitor dips below a predefined threshold. You can customize the SiteScope alert templates to meet the needs of your organization.Report types: SiteScope provides detailed reports of monitored data. The reports provided by SiteScope include monitor report, quick report, and monitor summary report.To use an existing SiteScope server with BAC, you configure a SiteScope profile in Monitor Administration.SiteScope ProtocolsYou can install SiteScope on one server in an IT infrastructure and monitor the various types of servers in the infrastructure. SiteScope can also monitor multiple infrastructures.SiteScope uses default ports and standard protocols to communicate with servers and collect performance data. Some of the protocols used by SiteScope are:HTTP and HTTPS for Web serversPost Office Protocol (POP) and Internet Message Access Protocol (IMAP) for mail serversFile Transfer Protocol (FTP) and Transmission Control Protocol/Internet Protocol TCP/IP) for FTP, Telnet and Domain Name Servers (DNSs)Users can access the SiteScope Web site over the default port numbers 8888 and You can customize these port assignments according to your security requirements.The EMS Integrations application helps you customize the Integration Monitor configuration files to correctly map the data Integration Monitors collect to a format recognizable by HP Business Availability Center, provides out-of-the-box integrations, and enriches your business views. The EMS Integrations application enables you to sketch a CIT relationship map of the integration you are creating to help you formulate the KPI assignment rules that are described below.You can directly access the System Availability Management Administration through a window in the EMS Integrations application, where you can access a SiteScope and deploy integration monitors to collect performance and availability data from your EMS system. This data, which can represent CPU, disk space, or other information, provides the global status of the EMS Monitor CI.
14 Diagnostics Monitor DATA COLLECTORS OVERVIEW Diagnostics Probe: Installed on the customer’s Java, J2EE or .NET application servers.Observe user activity at the class, method and JDBC/ADO call levelDiagnostics Server:Can control multiple diagnostic probesIntegrates with BAC and Quality CenterDiagnostics Collector:Supports remote collection of metrics from SQL Server (2005 only) and Oracle 10g Database, WebSphere MQ and SAP NetWeaver - ABAP system.Diagnostics Probe:Are installed on the customer’s Java, J2EE or .NET application servers.Observe user activity at the class, method and JDBC/ADO call levelMonitored classes and methods are configurableCollects performance, availability, throughput dataCan monitor Web Services and SOACommunicates with Diagnostics Server at regular intervals tocheck for new or changed monitoring assignmentsupload data for storage and analysis.Diagnostics Server:Can work in standalone mode (BAC is not required)Can control multiple diagnostic probesVery large scale achieved by having a Diagnostics Server overtop of multiple Servers (manager of manager approach)Integrates with BAC to communicate results using HTTP(S) protocolIntegrates with Quality CenterDiagnostics Profiler:Are installed on the customer’s application servers, part of the probe. Can monitor a limited number of threads with this profiler without a valid probe license.Monitor hotspots, exceptions, threads, stack traces, method latency in real time.Monitoring Application MemoryLight Weight Memory DiagnosticsHeap BreakdownGraph application server metrics.Configure instrumentation for Java applications dynamically (depends on JRE) from this tool as application is running.Diagnostics Collector:Supports remote collection of metrics from SQL Server (2005 only) and Oracle 10g Database, WebSphere MQ and SAP NetWeaver - ABAP system.Currently (Diagnostics 7.5) no license is required to deploy collectors.Each instance of a collector is represented as a “probe” in the Diagnostics UI.Diagnostics Profiler:Monitor hotspots, exceptions, threads, stack traces, method latency in real time.Monitoring Application MemoryLight Weight Memory DiagnosticsHeap Breakdown14
15 TransactionVision DATA COLLECTORS OVERVIEW Main Features: Track transactions, including their business content, end-to-end and non-intrusively – the FedEx analogyCapture WebSphere MQ API calls at the application levelCapture JSP, Servlet, EJB invocations for WebSphere or WebLogicCapture JMS API calls, for WebSphere MQ or TIBCOCapture CICS API callsPowerful graphical views allows for data drilldownCentralized event collection and transaction analysis, including automatic transaction correlation and categorizationInteractive graphical views allow analysis of events, transactions and business processesCompletely customizable to suit different transaction environmentsUnobtrusive in use - no application code changes are required to use TransactionVisionQuick to install, configure and capture eventsProvide end users the ability to do event analysis, transaction analysis and business process analysisMain Features:Transaction tracking solution that graphically shows you the interaction between all components of your systemNon-intrusively records individual events flowing through a computer networkPatented algorithm assembles events into single, coherent business transactionGraphical analysis tools enable users at various levels to get the information they need
16 Business Process Insight (BPI) DATA COLLECTORS OVERVIEWBusiness Process Insight (BPI)Up-to-the-minute view into the health, performance & effectiveness of a business process or process segment.Based on real business transactions providing ability to drill into specific process instances (e.g. orders, trades or payments)Automatically track and escalate against business level KPIs & service objectives for business flow rates, timings and backlogsTranslate IT service impact into business (financial) impact informationAllow business users to improve the effectiveness of their business processesBusiness Process Insight shows how well IT systems are meeting or impacting the needs of the business processes which run on top of themBPI monitors at a business process level and reports health in business terms (e.g. $); this is critical to understanding the value of the services that IT provides to the businessBPI provides business process owners with Key Performance Indicators and metrics which illuminate process behaviour and highlight opportunities for business improvementUp-to-the-minute view into the health, performance & effectiveness of a business process or process segmentBased on real business transactions providing ability to drill into specific process instances (e.g. orders, trades or payments)Automatically track and escalate against business level KPIs & service objectives for business flow rates, timings & backlogsTranslate IT service impacts into business (financial) impact informationAllow business users to improve the effectiveness of their business processesBusiness experienceNear real-time view into business run-rates and customer demandTimings within the process – down to per process step incrementsWeighted backlogs & flow rates by customer value, cost, etc…Business impactReal IT & business impact in business termsActual dollars/orders/cost of both IT & business issues from transaction dataAutomatically track and escalate against business service level objectives Thresholds reflect absolute and relative alarm levelsThe lower BPI process is an example of a business process for an organization that provides building materials primarily for professionals, but it also has a store where the public can purchase building supplies. The organization is structured as a front office, middle office and back office:The front office includes:— a Web site for online access— a shop— a call centerAn ISP hosts the Web site and the shop has a dial-up connection through a point-of-sale checkout. The Call Center is out sourced.The middle office is where the orders are processed and validated.The back office is where the billing and the execution of the orders occur.In this example, the middle and back office operational systems are managed using HP Business Availability Center.The lower figure shows the significant activities of the business process represented graphically in an HPBPI process. This is how they might appear within the HPBPI Modeler, which is the graphical tool for creating HPBPI processes. As mentioned earlier, you do not need to include all the steps in the business process. The steps that you include are those that relate to the key business activities that need to be tracked.The process shown in this slide utilizes underlying business applications and also includes operational services. Some of the business applications might be operationally tracked and therefore represented as operational services within Business Availability Center. There might also be other business applications that are not being operationally tracked, but are still providing business application data for HPBPI. The business applications in this example are the CRM application, the Stock Control system and the Accounts system. Within the HPBPI Modeler, these services are properties of the steps in the process.
17 Discovery Probe DATA COLLECTORS OVERVIEW Dynamically discovers and maps IT service dependencies to provide visibility and control over business services with minimal effort and costPopulates the HP Universal CMDB to create an accurate modelUses spiral discovery processesObject-oriented, allowing specific CIs to be discovered using a library of discovery patterns that can capture:High-level applications and their components like SAP, Siebel, Citrix and MQ Series J2EE or .NET components and interdependenciesDatabase components such as tablespaces, users and jobsSoftware assets such as installed products and patchesSystem resources such as servers, CPUs, memory, network interfaces and storage devicesNetwork devices such as routers, switches, load balancers, switch ports, VLANs and firewallsDiscovery & Dependency Mapping :Dynamically discovers and maps IT service dependencies to provide visibility and control over business services with minimal effort and costPopulates the HP Universal CMDB to create an accurate modelUses spiral discovery processesObject-oriented, allowing specific CIs to be discovered using a library of discovery patterns that can capture:High-level applications and their components like SAP®, Siebel, Citrix and MQ Series J2EE or .NET components and interdependenciesDatabase components such as tablespaces, users and jobsSoftware assets such as installed products and patchesSystem resources such as servers, CPUs, memory, network interfaces and storage devicesNetwork devices such as routers, switches, load balancers, switch ports, VLANs and firewalls
18 Data Collectors Review CHAPTER REVIEWData Collectors ReviewData CollectorsFunctionality1. BPMA. Emulates user experience with the application by running transactions and collecting application availability and response time data.2. RUMC. Tracks the experience of end users with the application and collects availability and response data in real-time.3. SiteScopeD. Monitors the application infrastructure and collects network and server performance data in real time.4. DiagnosticsB. Collects key performance measurements for J2EE and .NET applications at the class, method and JDBC call level5. TransactionVisionE. Provides visibility into the health and performance of business processes that are running over the IT infrastructure6. Business Process InsightF. Provides visibility into the health and performance of business processes that are running over the IT infrastructure7. Discovery ProbeG. Discovers hardware, network and application infrastructure components and the relationship between them and populates the Configuration Management Data Base (CMDB)
20 Universal CMDBAutomated and integrated Universal CMDB and Application MappingKey Benefits:Understand and visualize how IT infrastructure delivers business servicesGain visibility and control over changes to business servicesImprove business agility by proactively analyzing change impactSmart, topology-based monitoring reduces likelihood of spurious alarmsBusiness Service Management enables one to manage IT infrastructure from a business perspective, thereby enabling IT to closely align themselves to business outcomes. HP Business Availability Center is the BSM solution and it consists of several products that address issues from sensing a problem, isolating the root cause and helping fix the problem. How does the CMDB help? There are several ways but we’ll touch upon two key capabilities. First of all the CMDB provides the business service definition and this helps BAC to manage IT from a business perspective. These business service definitions are automatically updated, as a result the BSM solution is based on real data not out of date information. With common business service definitions various products within BAC are also able to do in-context hand-offs, for example if one senses degrading performance in the SLM module, this user can in-context switch to the dashboard to see which components might be causing this problem. Second way CMDB helps is through its change tracking ability. When CIs change the CMDB automatically stores those changed CIs and the specific attribute changes. 80% of outages are due to change. By accurately and quickly identifying changes the problem isolation and resolution times are dramatically shortened.Key Capabilities:Automatically discover and map business services and its infrastructure (Layers 2-7)Gather deep configuration detail and track configuration change historyTopology Query Language to automatically create and maintain business service mapsCorrelation rules to assist in business impact analysis
21 ITSM and ITIL Ensure ITIL alignment and improve productivity Key Benefits:Improve agent effectiveness and first call resolutionReduce service resolution times and improve incident prioritizationEnhance problem management process effectivenessKey Capabilities:Common CI definition provides help desk agents and IT Operations a consistent viewBusiness service views enable agents to prioritize and route calls appropriatelyHistory of CI changes enables quick recognition and correlation to previous problems/incidentsITIL and ITSM solutions help organizations improve their IT processes and IT service levels, thereby increasing customer satisfaction. HP ServiceCenter also leverages the Universal CMDB in the following manner. The CMDB provides CI definitions to ServiceCenter, as a result first line support personnel have the same information base as backend IT Operations. This greatly improves communications between organizations and makes process hand-offs much more efficient and effective. The history of CI changes in the CMDB can also help ServiceCenter user to audit the change management process by ensuring that the actual state information that the CMDB discovers, matches the change requests that have been logged. If out of band changes are found, then it’s a violation of the change process and remedial measures can be taken. Through this positive feedback loop provided by the CMDB, organizations are able to improve their ITIL and ITSM processes.
22 HP Universal CMDB & Application Mapping How it worksImpact analysisReporting (Change, comparison, gold masters, statistical, etc.)AdministrationActOther discovery sourcesWeb Services based SDKKnowledge Modules (SAP, Siebel, Custom applications, etc.)Network mapApplication Software mapComposite application mapMapTopological data modelEnrichmentImpact rulesReconciliationTQL – Smart MappingOther repositoriesChange trackingModelFederationRepositoryThis slides shows how Universal CMDB and Application Mapping work in combination to provide true value to your CMDB initiatives. A CMDB is most useful only if it can help customers take action based on the information stored in the CMDB. The Universal CMDB provides capabilities such as Impact Analysis, which help customers understand the business impact of IT actions such as configuration change, operational activity such as routine maintenance etc. In addition to Impact Analysis the product is capable of tracking configuration changes (attributes, relationships etc.) and this capability is leveraged for problem isolation and compliance verification. Moreover, the Universal CMDB enables users to create detailed reports that enable users to generate answers to questions that are tailored to the customer’s environment. In addition the CMDB, provides administrative capabilities to manage the CMDB.To ensure that the diverse set of constituencies can use the information in the CMDB, it is necessary to visualize CMDB data in easy to understand maps. The Universal CMDB’s mapping capability not only automatically creates and populates these maps but also provides users the means to slice/carve out the CMDB information in consumable chunks that are directly relevant to their job or the problem being addressed. Hence it is possible for a Network Engineer to just see the Network Topology, for a middleware engineer to see the Application Software Map and so on. However, the real power of the Universal CMDB is that it enables each of these domain specific users to quickly navigate, in context, to the views of other domain experts (i.e. traverse from the network view to the application view). This enables effective cross tier collaboration between various teams that leverage the CMDB.In order to create and maintain these maps it s absolutely critical that the underlying data model supports rapid creation and retrieval of this information. This is accomplished by a built-in business service-centric data model that captures and models various Data Center elements, their relationships etc. so that there’s a repeatable and reliable means of generating various kinds of maps and views. This data model is also extensible to support new data types that are unique to the customers environment.Finally, the above mentioned model should be populated with real-data from the customers environment. This is done through HP Application Mapping’s auto-discovery capability. Since the HP Universal CMDB shares the same foundation or DNA as Application Mapping, these two products work seamlessly together to populate the CMDB with detailed information.HOST/NETWORKSOFTWAREBUSINESS APPLICATIONSSecurity • Authentication • Alerts/Notification • SchedulerDiscoverSTORAGE
23 Federation with authoritative repositories Business Avail. CenterImprove availability, prevent problemsOperational KPIs, end- user performanceServiceCenterReduce MTTR, minimize support costsProcess artifacts, RFCs, incidents, problemsAssetCenterIT financial management, sw/hw asset managementContracts, ownership, financial, licenses etc.Having discussed the role of a CMDB in some solutions, let’s examine what kind of data resides in the CMDB and what kind of data is in other repositories. It is tempting to put all the data in one repository and call it a CMDB but this is a one size fits all approach. It results in a monolithic data store whose management could be a significant overhead. The HP Universal CMDB is the single source of truth for CIs, some CI attributes, relationships and business service definitions. It then federates with other authoritative repositories to either pull in additional data as required or to provide the basic CMDB information to other products. For example, basic CI data is in the Universal CMDB, and other asset information such as financial data, contracts, ownership licenses etc. resides in the AssetCenter repository. Likewise each of these other products contain domain specific information that is federated with the CMDB.NOTE: Not all HP products that the CMDB federates with are represented in this figure. Some notable examples are OV Operations and NNM.We’ll now examine some of these solutions and the role of the CMDB in those solutions in greater detail.HP UNIVERSAL CMDBCIs, CI attributes, relationships, business servicesChange & Config CenterBusiness Services based configuration mgmt.Policies, release process artifacts and DSLSOA CenterIdentify rogue web services, map servicesSOA library, policies, performance KPIsHP Universal CMDBOperations CenterMonitor health and performance, filter eventsPerformance metrics, deep configuration dataNetwork Mgmt. CenterOptimize network avail., performance & bandwidthNetwork performance, configuration dataThird party productsLeverage domain specific meta data, process outcomes
24 CI Relationships UCMDB IN BAC A CI represents a physical or logical entity in an organization. CIs are organized in a structured hierarchical format, where the hierarchy depicts the interdependencies between the components in your organization. BAC automatically identifies these relationships to create the IT universe model. In addition, you can manually define and edit these relationships according to your requirements. CIs are grouped into specific classes called CITs.Examples of CIs include lines of business, business processes, applications, servers, network cards, routers, and data centers.Views, Relationships, Key Performance Indicators (KPIs), SLAs, and business rules are not examples of CIs. SLA represents a formal or informal contract that an organization maintains with external service providers and with internal business units. SLAs are based on various CIs present in the IT environment. KPIs provide real-time status of CIs, enabling you to assess the business impact of problems in the system. A business rule defines the logic for calculating the status of a KPI. Views are a collection of CIs that have relationships defined between them.The interdependencies defined between CIs in the hierarchical structure are called CI relationships. The IT universe model in CMDB contains the CIs and CI relationships that are created by the various methods of populating CMDB, such as source adapters, discovery process, and Dynamic Node Factory.CMDB has several predefined CI relationships. Each CI relationship has its own set of properties. The following are some of the commonly used CI relationships:MEMBER: The relationship between two CIs, where one CI is included in another CI.CONTAINED: The relationship between two CIs, where the second CI is included in the first CI. This relationship is found only between IP and host.CONTAINER_F: The functional relationship between a parent CI and a child CI. The child does not inherit any properties.CONTAINS: The relationship between two CIs, where a second CI is included in the first CI.Every CI must belong to a class of CIs, called a CIT. A CIT is a category that provides a template for creating a CI and its associated properties. Examples of CITs are business, system, and monitor. CMDB provides several predefined CITs that can be used while creating new CIs. You can also create new CITs, if required. CIs and CITs along with their relationships can be explained by using the concepts of classes and objects from object-oriented programming.In object-oriented programming, a class has well-defined properties or attributes. Every object that belongs to a class inherits all the attributes of that class. This is also true for CITs and CIs. A CIT, similar to a class, contains a set of related parameters and attributes that define an object. For example, you can have a HOST CIT that has attributes such as NAME or ICON.A CI, similar to an object, is an instance of a CIT that inherits attributes from the CIT, but has unique attribute values. For example, a CI of the HOST CIT inherits the NAME or ICON attributes from the CIT but has unique values for these attributes, which sets it apart from other CIs of the type HOST CIT.
26 Methods for Populating UCMDB DISCOVERY – PROCESS, PACKAGES AND PATTERNSMethods for Populating UCMDBIn BAC, CMDB is populated with CIs and CI relationships by using the following methods:Populating CMDB manually: When you want to monitor logical entities, such as an LOB or a data center in your organization, you manually create CIs to represent these entities in CMDB.Using source adapters: Source adapters use the data from BAC monitors to create adapter-specific CIs based on preconfigured templates.Using Discovery Manager: Discovery Manager discovers IT infrastructure elements, such as servers and routers, as well as application components such as databases, application servers, and Web servers in your environment. Based on the discovered elements, Discovery Manager creates CIs and populates them in CMDB.Using Dynamic Node Factory: Dynamic Node Factory creates CIs dynamically, on the fly, by processing incoming data stream from third-party applications. Enterprise Management Systems (EMS) are the most common source of incoming data. The data stream contains both monitoring information (data samples) as well as topological information (CIs and their interrelationships).
27 Overview of the Discovery Process DISCOVERY – PROCESS, PACKAGES AND PATTERNSOverview of the Discovery ProcessThe discovery process is an ongoing, automatic process that continuously detects changes in your IT infrastructure and updates CMDB accordingly.The spiral discovery continues until your entire IT infrastructure is discovered and mapped. The discovery process is an ongoing, automatic process that continuously detects changes in your IT infrastructure and updates CMDB accordingly.BAC uses the discovery process to map the existing IT infrastructure elements, such as applications, databases, network devices, and servers. In addition, the discovery process tracks the changes in the IT infrastructure elements. Each discovered IT infrastructure element is discovered and stored in CMDB as a managed CI.The discovery of IT infrastructure elements is first done at the most basic level and then at more in-depth levels. This is done by using a spiral discovery model. In the spiral discovery process, each time a discovery pattern is activated it discovers newly added elements in the IT infrastructure or update existing CIs with the IT infrastructure changes. These CIs in turn are used as triggers for discovering further CIs. The spiral discovery continues until the entire IT infrastructure is discovered and mapped.CIsCIs
28 Components of the Discovery Architecture DISCOVERY – PROCESS, PACKAGES AND PATTERNSComponents of the Discovery ArchitectureThe discovery process uses the following components to discover elements:Discovery patternDiscovery moduleDiscovery ProbeBAC serversThe discovery process is managed using Discovery Probe. BAC servers send discovery requests to Discovery Probe. The discovery TQL query generates a list of trigger CIs for the Discovery Probe to work on. Discovery Probe executes discovery pattern on each trigger CI in the list and sends the CI updates to CMDB through BAC servers. A CI update can either be a new CI or an update to an existing CI.The discovery patterns are contained in discovery modules. You can choose from over 150 out-of-the-box discovery patterns that are available in BAC or create a new one.Note: You set a range for the network domain within which a discovery process runs. This network domain is known as the discovery domain. Within the discovery domain, you discover IT infrastructure components using various protocols such as SNMP and Java Management Extensions (JMX).
29 DDM Workflow Service View End User Experience Business Availability ApplicationsHostsResources1. Discovery & Dependency MappingPerforms dynamic discoveryPopulates the CMDB with CIs and RelationshipsEnd User ExperienceBusiness AvailabilityCenterSLMDashboardModel of the service based on CIs and relationshipsThe animation in this slide shows a moving “blue ball” (simulating the flow of control of an application/infrastructure discovery task). The key steps are:By using the discovery and dependency mapping component we our applications and infrastructure and their dependencies.DDM reports the results into BAC and all items stored in the uCMDB – these are called configuration items (CI’s). The relationships between the CI’s are stored as well. NOTE: remind the audience that this is automated and is scheduled to run periodically to find changes in the environment.Finally, the results are used to build a business service that can be shown on the BAC dashboard.The result is that configuration items and their relationships have been automatically discovered, mapped and stored in an operational CMDB. Views of end business services can be created from this automatic CI population.UCMDBDDMOperationsManagerElement ManagersUCMDBInfrastructure2927 March, 2017
30 DISCOVERY – PROCESS, PACKAGES AND PATTERNS Run Discovery
32 UCMDB Views In BAC, you can create a Pattern View: A Pattern View is a view based on a query for extracting information from CMDB and created from CI types, the result of a TQL queryYou create a pattern view if you want to dynamically update the view with changes in UCMDB.A pattern view updates itself dynamically – as new configuration items or changes that match the pattern are updating the UCMDB they are added to the viewE.g.: all <UNIX servers connected to a win server running a Weblogic application> [this is a pattern]BAC supports two CMDB view formats, pattern and instance views, each constructed through different processes. CMDB also contains certain built-in views that can be used for building instance views. Views are used to extract information from CMDB and display this information in BAC applications, such as SLM, Dashboard, SOA, Problem Isolation, and My BAC.A view represents a subset of IT Universe based on a set of selection criteria. In BAC, you can create a view by using the VIEW MANAGER tab or the IT UNIVERSE MANAGER tab.In BAC, you can create the following types of views:Instance view: Provides you a framework for building customized hierarchies. This view is called instance view because it enables you to define view properties and organization rules to create a multilevel map based on specific object instances.You can attach CIs to an instance view from any existing view in CMDB. BAC provides default instance views, such as First Service View.Pattern view: Enables you to define TQL queries for extracting information from CMDB. You define a pattern view and then define a TQL query for the view. A TQL query is a series of rules that defines which CIs and CI relationships are included in a view. The TQL query creates a topology map based on CIs and CI relationships. Unlike an instance view that consists of object instances, pattern view consists of object classes or types that match specific criteria. For example, All objects of type Linux server in the London data center.
33 Role based views 33 Service Applications Hosts Resources Events User Experience KPIs3327 March, 201733
34 Introduction to Topology Query Language - TQL VIEWSIntroduction to Topology Query Language - TQLA pattern view is the result of a TQL query that is executed for extracting information from UCMDB.TQL is a language and tool for discovering, organizing, and managing IT infrastructure data.TQL example: return all Unix hosts running an Oracle DB [on port 1522]TQL is a language that enables you to extract and display a subset of the IT universe topology from CMDB. TQL is similar to SQL. SQL uses text search features to query a database and retrieve components that match the query. For example, you use the SELECT command to query the SQL database and retrieve objects from it based on the condition specified in the WHERE clause. Similarly, TQL uses nodes and relationships to identify and retrieve CIT objects from CMDB. The nodes represent the CITs, as defined in the CIT model. A relationship is a set of rules that defines the connection between two CIs. A TQL relationship is analogous to a SQL table join. Relationships are defined one at a time for each pair of nodes in a TQL query.TQL is not a stand-alone product but a part of BAC. TQL performs the following roles:Enables you to draw conceptual relationships between nodes, which represent their actual interdependencies. You can use predefined operations to represent your infrastructure design more accurately. This representation serves as a model for the discovery, arrangement, query, and management of your IT infrastructure.Creates queries that retrieve infrastructure data from CMDB and displays it visually. The visual representation consists of symbols that represent the resources and their interconnections. This graphic aspect of TQL simplifies data monitoring and managing.Constantly searches CMDB for changes that occur in the state of managed resources. When such changes are detected, TQL continuously generates updated results to reflect the changes.
36 Dashboard Overview Dashboard – displays operational views View – a way to organize data in a business meaningful wayLine of Business – e.g Consumer BankingData center – Austin Data CenterApplications – Bill Payment, Funds Transfer, SAPCustom – all Oracle database serversViews are fully configurableKPIs – Define goals and objectives based on metricsStatus – condition of a metric in relation to thresholds (e.g. performance [KPI] >99.5% [threshold] -> Status = green)Business Rules – calculate the status of KPIs. Create your own rules (e.g. percentage, worst/best child, etc..). Define propagationAlerts – triggered when a node in the view meets preset conditions (e.g. availability [KPI] < 99.2% [threshold] more than 30 minutes)BAC Dashboard provides a consolidated view of the current operational status of your organization’s IT environment. At the top level, Dashboard provides an integrated view of critical applications and business processes of the organization. As a business user or as an operations user, you can use Dashboard to further drill down into the applications and business processes and view the performance of the related CIs.After the drill-down views are configured, these can be structured by data centers, technology clusters, geographical locations, business services, and so on. To do this, select an appropriate view in View Explorer.
37 The Top View Tab DASHBOARD Root CI Tooltip Child CI KPIs The TOP VIEW tab in Dashboard enables you to gain a big-picture perspective of business availability for both the end-user and system KPIs within a single, interactive graphical interface.By presenting an integrated, single view of applications and business processes, the TOP VIEW tab enables you to:Determine the overall health of the business processes in the organization.Assess how a performance issue affects the availability of any business process or application.Identify the problem areas in a business process.By default, the TOP VIEW tab displays the bottom hierarchy in which the parent CI is displayed in the center of the page. The child CIs appear below the parent CI. You can change the layout of the hierarchy to top, left, right, or radial.In the TOP VIEW tab, a bar represents a CI and the color of the CI bar indicates the current operational status of the CI. The lines joining the CIs define how the CIs in a view are related to each other. The KPIs associated with a CI are displayed as icons under the corresponding CI bar. The color of a KPI indicates the status of a CI. For example, if the color of a KPI is green, it indicates that the measurement for the KPI falls within the threshold defined for the OK objective.On placing the cursor over a CI bar, a tooltip displaying the details of the KPIs attached to the CI appears.Tooltip
38 Status trend & history indicator DASHBOARDThe Console TabKPIsThe CONSOLE tab displays the status of the CIs in the active view in a tabular format. The NAME column in the CONSOLE tab displays the group CIs and monitor CIs that belong to the active view.The tab displays the KPIs applicable to the CIs in separate columns. These columns display colored indicators to represent the status, trend, and history of the KPIs for CIs in the active view. On placing the cursor over an indicator for a KPI, a tooltip displaying the details of the KPI appears.The ACK column in the CONSOLE tab displays the acknowledgement status for the CIs.Note: A hyphen marked for a CI in a KPI column indicates that the KPI is not applicable for the CI.CIsStatus trend & history indicator
39 How it all fits together Service ViewServiceWeb Data Entry Dispatcher & Loader Bus Authentication & Authorization BAC Dashboard (BAC applications/Admin & Config)ApplicationsHostsUser Experience KPIsEnd UsersEventsResourcesHandles incoming/outgoing requestsDashboardPart of Gateway ServerModel of the service based on CIs and relationshipsData CollectorsBus carries data samplesGateway Server – responsible for data entry and End user interactions. The data entry component is responsible for handling data from the BAC data Collectors. This server is stateless1. Web Data Entry – Handles the incoming data and formats it for the bus2. Dispatcher & Loader – Responsible for data delivery and loading data on the bus3. Bus – Transport channel between BAC componentsEnd user interaction:Authentication and authorization: authentication and permissions for users and groupsBAC Applications: SLM, EUM, SAM, ReportsAdministration & Configuration: Controls the BAC platform administration and monitor configuration (uses LDAP for monitoring configuration storage)Data Processing Server – Responsible for aggregating data, running the business logic engine, and controlling the UCMDB. This server is stateful.UCMDB Service – responsible for UCMDB operationsAdapters Framework – Framework for SiS, BPM, and EMS adaptersOnline Business Logic Engine (BLE) – Responsible for performing Dashboard calculations and applying defined business rulesOffline BLE – Responsible for performing SLM calculationsOffline Aggregator – aggregates raw data from Profile data base and stores it back into the profile databaseSystem Health – SiteScope-base monitoring for BAC health monitoringAlerts engine – responsible for generating all BAC alertsGateway ServerAlerts engineData Processing Server/ opcmsgUCMDB Service Adapters Framework Online Business Logic Engine Offline Business Logic Engine Offline Aggregator System Health Alerts EngineUCMDBBusiness Availability CenterAdapters & discovery populate the UCMDBDDMUCMDB
40 Service Level Management - SLM A service includes one or more IT systems and applications that enable a business process. Service Level Agreements (SLAs) represent the formal and informal contracts that an organization maintains with external service providers and internal business units for the delivery of services.You can manage and deliver IT services to end-users effectively by applying ITIL practices. To manage service levels, you need to examine performance trends for service levels and establish baselines for different business processes in your organization.These baselines, in turn, enable you to establish realistic service level objectives for availability percentages and performance times. These availability and performance metrics may be associated with the:Subsidiaries of your organization.Geographical locations of the organization.Components of your IT infrastructure, such as hardware components and line of business (LOB) applications.MetricsMetrics
41 Overview of Service Level Management SLMOverview of Service Level ManagementSLM is used to:Manage service levels with the service providersDetermine compliance with your SLAsCompare KPIs such as availability and performance with defined service levelsApplying ITIL concepts to manage and deliver services effectivelyImprove business processesIt should not be used for finger pointingSLM enables you to define organizational SLAs. In addition, SLM enables you to determine the compliance of an organization with SLAs by comparing the KPIs with the defined service levels. This helps you determine whether the service level objectives, such as availability and performance requirements, of users and infrastructure are being met.Note: Availability is defined as the percentage of time for which a business process, monitored infrastructure component, or service is available to its intended users.Performance defines the quality or responsiveness of a measured entity. In a business environment, SLM helps increase the accountability of all business processes by ensuring that the business processes meet the required service levels. It also enables you to bridge the gap between IT and business priorities by improving business performance and customer satisfaction.SLM enables you to measure and report improvement in business performance and customer satisfaction by evaluating whether the availability and performance requirements are met. SLM should not be used punitively. It should be used as a tool to understand and implement process optimization. When an SLA is not met, you need to understand the reasons behind its failure, and establish a Service Improvement Plan (SIP). This plan may include reducing and renegotiating the SLA to achievable levels.
42 Best Practices for Implementing SLM The best practices that you can use to implement SLM are:Determine a baseline for performance and availability.Identify the risks or incidents associated with agreeing to service levels.Define a set of internal and external incident priorities.Establish an escalation path for each incident priority.Baseline the customer perception of the service levels.Identify all internal and external suppliers and service providers.Understand and communicate the benefits of the SLA to all stakeholders, such as the IT service manager and service level manager.The best practices that you can use to implement SLM are:1. Determine a baseline for service level objectives, such as performance and availability.Note: A baseline determines the average and maximum quality of service you can deliver. Without a baseline, you may commit to levels that you cannot meet.2. Identify the risks or incidents associated with agreeing to service levels.Note: Risks include hardware problems, such as server failure and drive crashes; personnel problems, such as sickness and resignations; natural causes, such as blackouts and earthquakes; and application problems, such as bugs, patches, and maintenance.3. Define a set of internal and external incident priorities.4. Establish an escalation path for each incident priority.5. Baseline the customer perception of the service levels.6. Identify all internal and external suppliers and service providers, and the associated service dependency chains.7. Understand and communicate the benefits of the SLA to all stakeholders, such as the IT service manager and service level manager.
43 Building a Service Model SLMBuilding a Service ModelThe following steps are involved in building a service model:Define a business unit.Define a service.Add monitors CIs to the created service.The VIEW explorer in the SLA MANAGEMENT tab displays three views, BUSINESS UNITS, SERVICES, and SERVICE MEASUREMENTS. You can build and manage a service model using these three tabs in SLM. The following steps are involved in building a service model:1. Define a business unit: The BUSINESS UNIT view enables you to manage business entities, such as customers, external providers, and the IT department. This step is optional because you can also add a new service to an existing business unit.2. Define a service: The SERVICES view enables you to view the business service topology and to manage business services by creating services and editing existing services. The SERVICES view divides the service model into logical entities and represents an IT Universe subset that is specific to a business unit. For example, UNIX Servers, Tech Support, Austin Data Center, Online Banking Application, and Financial Services can be services defined for a business unit.Note: The SERVICES view constitutes the service catalog of your organization. It is the sum of services that your organization publishes and supports. The service catalog can be hierarchical, describing services that depend on other services.3. Add monitor CIs to the created service: The SERVICE MEASUREMENTS view enables you to build the entire hierarchy of CIs (monitor CIs as well as other CIs) that affect the defined business services.
44 Types of SLM Reports SLM provides the following types of reports: Status SnapshotSLA ReportsOutage ReportsUser ReportsSLM provides the following types of reports:STATUS SNAPSHOT report: Displays the status of the SLAs that have not met the defined objectives in the previous or current tracking periods. You can use this report to identify the worst-performing SLAs.SLA MANAGEMENT: Enables you to view the services provided by your department. You can use the three default views shown in View Explorer in the left pane to view the services and their CIs. You can view data and SLA information about the CIs that represent the business process, hardware, and software services.To view data in reports, you can select one of the following views:BUSINESS UNITS: Enables you to view the SLAs Summary report for all SLAs for a provider or a customerSERVICE PROVIDERS: Enables you to view business units (providers) along with their servicesSERVICES: Enables you to view the CI IMPACT report for the selected serviceSLA REPORTS: Display the status of the SLAs and enable you to monitor an SLA proactively before it is breached. In addition, SLA REPORTS enable you to periodically generate historical reports on the service levels. The types of SLA REPORTS are:SLAS SUMMARY report: Displays the status of selected SLAs organized by KPI/time interval/time period. This report is used to view a summary of data for the selected SLAs. You can drill down an SLA to view the status of its CIs.CI SUMMARY report: Displays the status of KPIs associated with the CIs and child CIs that are linked to the selected SLA. This report can be used to identify the CIs that did not meet the specified objectives. In this report, you can view four levels of the CI hierarchy. You can drill down a CI to view the status of its child CIs.CI IMPACT report: Displays the impact of a CI across several SLAs. This report is used to compare the selected KPIs, such as availability and performance, of a CI across several SLAs.CI STATUS report: Displays the status and configuration information of a CI for the selected SLA.TIME RANGE COMPARISON report: Displays a trend of the calculated KPIs, such as availability and performance, for the selected CIs of an SLA over two selected time intervals. This report is used to compare time intervals to determine whether availability and performance have worsened or improved.CIS OVER TIME report: Displays the status of CIs of an SLA over a period of time for the selected KPIs and time intervals. This report is used to monitor a CI over a time period.CI OVER TIME VS. TARGET report: Displays the status of CIs for an SLA over time and compares them to the objectives defined for the SLA. This report is used to view the performance of a CI compared to its objectivesSLA STATUS ALERTS report: Displays a log of alerts triggered during a selected time period. This report displays alert details, such as alert status, SLA associated with the alert, and the tracking period of the alert.OUTAGE REPORTS: Display information on outages for the CIs associated with an SLA. The types of outage reports are:OUTAGE DISTRIBUTION report: Displays outage distribution organized by outage KPIs (OUTAGE DURATION or NUMBER OF OUTAGES) and groups (CIS, CATEGORIES, or BOTH). This report is used to view the outage distribution of selected CIs and to identify which CI or category has the most outages or has outages with the longest duration.OUTAGE BREAKDOWN report: Displays outage breakdown organized by outage KPIs (OUTAGE DURATION or NUMBER OF OUTAGES) and groups (CIS and CATEGORIES). This report is used to view a breakdown of all outages for selected CIs and to identify the cause of outages based on the outage category (DATABASE, NETWORK, WEBSERVER, UNDEFINED, or user defined).OUTAGE SUMMARY report: Displays the outage information, such as duration and category of an outage, for the selected CIs of an SLA.USER REPORTS: Display reports common to BAC applications: SLM, EUM, and SAM.
45 Generating Status Snapshot Report SLMGenerating Status Snapshot ReportSME needs to create data in the application for reports to be generatedSTATUS SNAPSHOT report enables you to track the worst-performing SLAs. The STATUS SNAPSHOT report displays the following information:Information about SLAs that performed badly in the previous tracking periods.Information about SLAs that are performing badly in the current tracking periods.The WORST-PERFORMING SLAS - CURRENT PERIODS pane displays the status of the ten worst-performing SLAs. In this report, a gauge reflects the status for the worst period (day, week, or month) of the selected SLA.The WORST-PERFORMING SLAS - PREVIOUS PERIODS pane displays the status of the worst-performing SLAs for past six months. In this report, a set of bars reflects the status of week, month, and quarter periods of the selected SLA.Note: The displayed status of the SLA in the WORST-PERFORMING SLAS – CURRENT PERIODS pane is color coded. Green indicates that the SLA has exceeded the defined objectives. Olive green indicates that the SLA has met the objectives. Yellow indicates that the SLA is minor breached and orange indicates that it has breached. Red indicates that the SLA has failed. A gray box in the WORST-PERFORMING SLAS – PREVIOUS PERIODS pane indicates that the SLA is still running or there is no data for the selected time period.STATUS SNAPSHOT report refreshes every five minutes to reflect the up-to-date status of the SLA.
46 Generating CI Status Report SLMGenerating CI Status ReportThe CI STATUS report enables you to view the status and information, such as availability and performance of the CI and its child CIs relative to the defined objectives. This report enables you to view the status of CIs up to four levels of the CI hierarchy.
47 Problem IsolationHP Problem Isolation software gives IT a single point of access to relevant information for identifying and resolving problems. It leverages HP Universal CMDB software to correlate effectively across your infrastructure, applications and systems to isolate problems in context. It helps you find problems even if you are not monitoring a component. It also helps IT spend less time on “keeping the lights on” and more time on being a strategic contributor to your business.
48 Overview of Problem Isolation Problem Isolation delivers:Integrates with HP Universal CMDB to link end-user problems with the underlying infrastructureProvides a central place to view critical information about problems and reduces manual correlation to improve MTTRPlaces systems information in a defined context for faster troubleshootingPerforms real-time problem validation and provides recommendations and advanced analysisProvides automated data collection for tier oneHP Problem Isolation integrates with HP Business Availability Center software, such as HP Business Process Monitor software, HP SiteScope software and HP Universal CMDB, allowing you to access reports on suspect systems, event status over time, changes related to problem CIs and much more from a single screen. It also allows you to view application, system and infrastructure dependencies in usable reports.For example, the Triage report in HP Business Process Monitor delivers data on all components related to a problem, including a breakdown by status, location and transaction. An Over-Time report lets your team compare current performance with past performance.Provides a central place to view critical information about problems and reduces manual correlation to improve MTTR• Integrates with HP Universal CMDB to link end-user problems with the underlying infrastructure, reducing manual effort and the application knowledge required for troubleshooting• Places systems information in a defined context for faster troubleshooting, showing network operators how their systems affect end users and enabling operations and infrastructure teams to focus on the correct data, solve problems quickly and distinguishbetween simple correlations and actual causes• Performs real-time problem validation and provides recommendations and advanced analysis so that operations teams can reduce the cost of keepingthe IT infrastructure operational• Provides automated data collection for tier one, helping operations teams solve problems more quickly or have the right information for experts
49 Problem Isolation Reactive and proactive analysis Key Benefits: Ensure problem ownership and improved real time communicationReduce manual troubleshooting through advanced analysis toolsEmpower users to isolate performance problems in composite environmentsTriage problems in production via a single unified UIReactive AnalysisProactive AnalysisKey Capabilities:Automatic correlation of end-user problems and underlying infrastructure issuesAnalysis of changes for improved suspect identificationAutomatic identification of end-user behavior anomaliesAutomatic deployment of ad-hoc monitors for additional decision-supporting informationTag Line: Comprehensive Problem IsolationWith HP’s Problem Isolation and composite application management, the problem resolution process is greatly accelerated in complex heterogeneous environments.Problems in business critical composite applications running in heterogeneous environments are often manifested as multiple symptoms across technology stacks. As a result we bring in a large team of experts from every conceivable area to get at the root of the problem. Often with no clear ownership of problem, no business context or collaboration, it is challenging to pin down the potential root cause. Problem Isolation accelerates problem resolution time by identifying potential root causes and minimizes resources needed to address problems. Problem Isolation leverages HP’s Universal CMDB and automatically performs advanced analytics on incidents, end-user performance data, system performance data and configuration change reports etc. within a business context. It presents a single view where all relevant data is presented to pin point main suspects for the problem area. By reducing manual troubleshooting, and by accurately delegating the problem to the right team, Problem Isolation accelerates time to resolution and reduces resources need to resolve problems.In today’s composite application environments, business transactions cross several systems, technology stacks, lines of business before completing from an end user stand point. This may include portals, messaging middleware, legacy back-ends. Problem isolation, transaction management and root cause diagnostics are key capabilities provided by the Composite Application Management solution that enables you to pin-point performance problems quickly. It provides management capabilities across Portals, variety of J2EE applications servers, .NET, SOA services, MQ Series, CICS, Oracle databases, etc.From BAC dashboard, a user can drill-down into Problem Isolation within the context of an end-user transaction (synthetic or real-user) or a problem that’s being analyzed, to determine the most likely suspected root cause of the degradation quickly and accurately.4927 March 2017
50 EUM Monitoring Principles The EUM application provides a variety of reports with drill-down capabilities that enable you to perform in-depth analysis on the performance and availability data collected by BAC. In addition, EUM enables you to analyze the application performance over time and compare the performance of applications at remote locations.EUM enables you to:Optimize business outcomes by improving end users’ quality of experience.Reduce costs by reducing the number of help desk calls from end users due to application performance degradation.Minimize business risks and costs associated with customer abandonment by reducing the number and duration of outages of revenue-producing applications.
51 EUM Walkthrough Service View End User Experience Business Availability Passive and active monitoring of user experience KPIsKPIs update the status in the CMDB and service viewApplicationsHostsUser Experience KPIsEventsResourcesEnd User ExperienceBusiness AvailabilityCenterSLMDashboardModel of the service based on CIs and relationshipsThis animation shows a “green ball” that simulates the flow of an End User Experience use-case.The end user experience of an application is being measured gauged by BPM by performing a multi-step transaction that has been previously recorded.In this case, an OK status is forwarded to BAC and recorded.BAC consults the uCMDB to determine which views depend on this particular business transaction and update the status of the related User Experience KPI’s that were measured.The result is the BAC Business Dashboard is always kept up to date with real-time results of Business Process Monitoring and Real User Monitoring.Not depicted here is the fact that the Service Level Management module is also a consumer of End User Management status updates and will dynamically update the status of any SLA’s that are impacted by an incoming measurement.NOTE: the flow is very similar if we substitute BPM’s synthetic monitoring with data arriving from Real User Monitoring.UCMDBDDMOperationsManagerElement ManagersUCMDBInfrastructure
52 The BAC Workflow - Onboarding BAC ARCHITECTUREThe BAC Workflow - OnboardingActivities in the BAC deployment workflow occur in phases as described below:In the Onboarding phase of the deployment workflow, all the stakeholders, including business users, technical users, and the BAC team, map the entire IT environment to identify the specific applications and business processes for which you want to collect data. In addition, the stakeholders define the user permissions for different users in the organization. Based on roles and responsibilities of different users in the organization, the stakeholders also define the Dashboard views.In the Implementation phase, based on the planned monitoring requirements, the BAC team creates scripts to emulate end-user business processes, assigns scripts to various locations, and installs and configures required data collectors. These data collectors are then automatically added to CMDB as configuration items (CIs). CMDB is the central repository of CIs and their relationships, which represent the logical and physical entities in the IT environment. CMDB enables the BAC administrator to create views to suit the requirements of the users in the organization. CMDB is also populated through other processes, such as an automatic discovery process. The administrator can then tune these views in Dashboard Administration if there are any changes in the defined requirements.In addition, in the Implementation phase, an administrator establishes and configures service level agreements.In the Usage phase, the business and technical users use different BAC business applications, such as Dashboard, EUM, and SLM to view performance and availability reports.
53 Monitoring Infrastructure End User OVERVIEW OF MONITORINGMonitoringInfrastructureServers – up/down, CPU, memory, diskNetwork – availability, packets lost, routing tablesServices – queue length, availability, DNS, FTP, SMTPEnd UserHow does the user perceive the applicationMeasure business impactServer down – not a problem with load balancingSystem slow – user takes business somewhere elseBAC = all about the end-user, different paradigm
54 Monitoring Key Points Plan for monitoring Decide CHAPTER SUMMARYMonitoring Key PointsPlan for monitoringDecideApplications and infrastructure to be monitoredLocations to be monitoredFrequency of monitoringMonitoring goals.User roles and backgrounds – operations vs. businessIdentify the critical business process and business process steps to be monitored.Identify the user tasksIdentify integration points into customer processes
55 Introduction to Business Processes OVERVIEW OF MONITORINGIntroduction to Business ProcessesEnd User Monitoring is based on Business ProcessesBAC provides reports on the status of monitored applications through the business processes that users perform on these applications.A business process is a series of steps that an end user performs to achieve a business goal; for example, logging on to the banking application, checking the account information, and transferring funds between accounts.Business processes form the core of BAC. BAC uses simulated business processes to perform end-user monitoring. System monitors are configured to watch the systems that support these business processes, and alerts are triggered based upon problems associated with monitored business processes.Selecting Critical Business ProcessesAlthough an application can have many business processes, select the business processes that you need to monitor based on how critical they are to your business. Following guidelines help you classify a business process as critical or noncritical:Identify the business processes in an application and then classify them as revenue generating or nonrevenue generating.You can also further classify revenue-generating processes based on the type of revenue they generate, direct or indirect.– For most organizations, the most critical business processes are those associated with direct revenue generating services. For example, for the Online Banking application, transferring funds between accounts is a critical business process because e-Finance charges a fixed fee for each transfer transaction.– It is also important that you monitor business processes associated with indirect revenue generating services that provide popular or dynamic content. For example, on the home page of the Online Banking application, marketing information related to the new services provided by the banking organization is an indirect revenue generating service. Although this information may not generate direct revenue, it can indirectly help retain customers by providing advanced information about the new services.Comprehensive MonitoringYou can plan the business process steps to monitor based on the criticality of the process to your business. In addition, you may want information on how the components that support your application work together.BAC provides comprehensive monitoring of the availability and performance of your application at every step. For example, the process of checking balance in the savings account in the Online Banking application involves a user visiting the application URL, logging in to the account, navigating to the ACCOUNT HISTORY page, checking the account balance, and then logging out of the application. In this business process:By including the process step of visiting the application URL in your monitoring, BAC also monitors the availability and performance of the application Web server.By including the process step of logging in to the account, BAC monitors the dynamic side of the Web server as well as the authentication systems, such as a database or an LDAP system.By including the process step of checking the account balance, BAC monitors the availability and correctness of account details and related information provided by the database.
57 The BAC Workflow – End User Management BAC ARCHITECTUREThe BAC Workflow – End User Management
58 Types of EUM Reports EUM REPORTS EUM provides the following types of reports:STATUS SNAPSHOT: This report enables you to quickly prioritize your interventions based on the five worst transactions and locations for all the profiles. The graph displays the following data:– The five worst transactions and locations across all profiles for the previous day. BPM provide the data for this report.– The five least available applications and the five slowest applications for the previous day. The data for this report is provided by RUM.SUMMARY REPORTS: These reports are used to assess the overall performance of your monitored environment. For example, Multi-Profile Summary report displays the performance of a set of profiles. BPM provide the data for this report.BUSINESS PROCESS: These reports provide you an in-depth view of the health of your monitored environment. Using these reports, you can diagnose and locate the root cause of performance problems. For example, the TRANSACTION ANALYSIS report provides and in-depth picture of the performance of transactions. BPM provide the data for these reports.ALERTS: These reports are used to track all the alerts that are triggered by BAC. They display, in detail, the types and frequency of alerts. BPM provide the data for this report.NETWORK AND TOOLS: These reports enable you to gain an in-depth view of the network health of a monitored environment. WebTrace/Traceroute Monitor provides the data for this report.USER REPORTS: These reports are tailored to the specific monitoring requirements of your organization or business unit. BPM, WebTrace/Traceroute Monitor, RUM, and SiteScope collect the data.
60 Vertical Solutions - BAC for SAP - BAC for Siebel - BAC for SOA
61 Vertical Solution Components VERTICAL SOLUTION CONCEPTSVertical Solution ComponentsVertical Solution – a management solution for a specific type or set of applicationE.g. Siebel, SAP, SOASolution specific (out-of-the-box) monitoring protocolsE.g. SOAP for SOA and Web ServicesSolution specific monitoring templatesUDDI for SOASARM for SiebelSolution specific discovery patternsSolution specific views for discovered informationSiebel hostsWell behaved and rogue web servicesSolution specific integrated reportingBAC for SiebelBAC for SAPBAC for SOA
62 VERTICAL SOLUTION CONCEPTS CustomizationSupply custom-made capabilities in discovery, monitoring and viewsEncapsulate domain expertise for the specific environmentRUM - meaningful URL (Siebel)Discovery of changes (SAP)Discovery of Web Services (SOA UDDI)Utilize and integrate with solution-specific toolsSARM (Siebel)TMS (SAP)UDDI (Systinet)
63 Best Practices Incorporate best practices in generic BAC tools VERTICAL SOLUTION CONCEPTSBest PracticesIncorporate best practices in generic BAC toolsSiS solution templatesDocument system-specific “how-to”Configuring SARM (Siebel)
64 Architecture - General VERTICAL SOLUTION CONCEPTSArchitecture - GeneralSiteScopeSystem Monitoring,WS Synthetic TransactionsRUMProbeReal User MonitoringDiagnosticsProbeWSASDiscoveryDBReal User MonitoringDiagnosticsEngineTypical ApplicationUnder Test (AUT)Siebel/SAP/SOADiscoveryProbeEnd User MonitoringTopologyBusinessProcessMonitorRUMEngineBAC for verticalsolutionChangesApplicationMapping
65 Architecture – BAC for Siebel VERTICAL SOLUTION CONCEPTSArchitecture – BAC for SiebelSystem MonitoringSiteScopeSiebel DiagnosticsRUMProbeReal User MonitoringWSGWASDiscoveryDBEnd User MonitoringSiebel Enterprise7.5.3/7.7/7.8SARM, DB BreakdownDiscoveryProbeBusinessProcessMonitorRUMEngineTopologyBAC for SiebelApplicationMappingChanges
66 Architecture – BAC for SOA VERTICAL SOLUTION CONCEPTSArchitecture – BAC for SOASiteScopeSystem Monitoring,WS Synthetic TransactionsRUMProbeReal User MonitoringDiagnosticsProbeWSASDiscoveryDBReal User MonitoringDiagnosticsEngineTypical ApplicationUnder Test (AUT)Siebel/SAP/SOADiscoveryProbeEnd User MonitoringTopologyBusinessProcessMonitorRUMEngineBAC for verticalsolutionWhile both RUM can monitor real-user transactions to Web Services as they occur, and BPM can generate synthetic transactions against Web services, this data is not incorporated into the BAC for SOA application. The data can however be seen in the regular EUM reports.ChangesApplicationMapping
68 Solution Workflow Service View End User Experience ApplicationsHostsResources1. Discovery & Dependency MappingPerforms dynamic discoveryPopulates the CMDB with CIs and RelationshipsEnd User ExperienceBusiness AvailabilityCenterSLMDashboardModel of the service based on CIs and relationshipsThe animation in this slide shows a moving “blue ball” (simulating the flow of control of an application/infrastructure discovery task). The key steps are:By using the discovery and dependency mapping component we our applications and infrastructure and their dependencies.DDM reports the results into BAC and all items stored in the uCMDB – these are called configuration items (CI’s). The relationships between the CI’s are stored as well. NOTE: remind the audience that this is automated and is scheduled to run periodically to find changes in the environment.Finally, the results are used to build a business service that can be shown on the BAC dashboard.The result is that configuration items and their relationships have been automatically discovered, mapped and stored in an operational CMDB. Views of end business services can be created from this automatic CI population.UCMDBDDMOperationsManagerElement ManagersUCMDBInfrastructure27 March, 2017
69 Solution Walkthrough Service View End User Experience 2. EventsEvents are detected by Element ManagersEvents are sent to BAC and update the CMDBApplicationsHostsEventsResourcesEnd User ExperienceBusiness AvailabilityCenterSLMDashboardModel of the service based on CIs and relationshipsThe animation in this slide shows an animated “red ball” that simulates an event being generated by an infrastructure component and its effect on the tops-down part of the BSM solution provided by BAC.Coming out of the infrastructure from an agent notification is a critical (hence red) event. It is then reported to Operations Manager. NOTE: the intervening Element Manager may not exist if Operations Manager is managing the particular infrastructure component directly.This event is processed by Operations Manager (perhaps some extra information is automatically collected to annotate the event) and then forwarded to Business Availability Center.BAC uses the relationships and dependencies kept in the uCMDB to determine the business services that are impacted by the particular infrastructure component that sent the event.Finally, the service (or services… we only show one here) that are impacted will change status according to the KPI propagation rules that have been configured in particular dashboard views. The updated status is shown by changes in color of components in the dashboard.The result is that the BAC Business Dashboard is always kept up to date with the impact of real-time bottoms-up infrastructure events as they impact related business services.UCMDBDDMOperationsManagerElement ManagersUCMDBInfrastructure27 March, 2017
70 Solution Walkthrough Service View End User Experience Passive and active monitoring of user experience KPIsKPIs update the status in the CMDB and service viewApplicationsHostsUser Experience KPIsEventsResourcesEnd User ExperienceBusiness AvailabilityCenterSLMDashboardModel of the service based on CIs and relationshipsThis final animation shows a “green ball” that simulates the flow of an End User Experience use-case.The end user experience of an application is being measured gauged by BPM by performing a multi-step transaction that has been previously recorded.In this case, an OK status is forwarded to BAC and recorded.BAC consults the uCMDB to determine which views depend on this particular business transaction and update the status of the related User Experience KPI’s that were measured.The result is the BAC Business Dashboard is always kept up to date with real-time results of Business Process Monitoring and Real User Monitoring.Not depicted here is the fact that the Service Level Management module is also a consumer of End User Management status updates and will dynamically update the status of any SLA’s that are impacted by an incoming measurement.NOTE: the flow is very similar if we substitute BPM’s synthetic monitoring with data arriving from Real User Monitoring.UCMDBDDMOperationsManagerElement ManagersUCMDBInfrastructure27 March, 2017
71 Solution Walkthrough Service View Business Availability Center ApplicationsHostsResourcesEventsUser Experience KPIs4. Service ImpactThe service model is dynamically updatedNew infrastructure automatically added to view by DDMBusiness AvailabilityCenterDashboardUCMDBSLMElement ManagersEnd User ExperienceDDMOperationsManagerInfrastructureModel of the service based on CIs and relationships27 March, 2017
72 Role based views 72 Service Applications Hosts Resources Events User Experience KPIs27 March, 201772