IPsoft Autonomics IT Service Management
- 1. IPsoft Autonomic Service Management waikit.cheah@ipsoft.com Director, Solution Engineering, APAC
- 2. IPsoft Overview New York Chicago (HQ) Austin Stockholm Virtual Engineer (VE) Dispatches @ Sun Feb 26 17:14 GMT +0800 2012 Founded in 1998, and built on a vision that the infrastructure of San Jose London tomorrow will be managed not by people – but by expert systems • IPsoft has created an autonomic technology which can remove over 50% of the human tasks from IT service management • Revenue at $700 million with over 500 customers across the world. Kansas Amsterdam RampRate SPY Index classifies IPsoft as tier 1 outsourcers comprising of IBM, CSC, HP/EDS, Wipro and Unisys • Round the clock operational delivery centers are spread over three continents. Asia Pacific : Singapore (Nov 2011), Tokyo (Dec 2011), Frankfurt Sydney (Jan 2012). Bangalore
- 3. IPsoft Statistics Since July 2012: IPsoft have reached a milestone of having achieved >10 million customer autonomic systems have addressed IT incidents without human intervention 56% of incidents resolved with no human intervention 60% reduction in Mean Time to Resolution 96% positive client satisfaction rating Over 12 years of automation experience in our shared knowledge base Average 30-35% reductions in cost
- 4. Industry Expert Feedback “What IPsoft's doing “IPsoft remains one “IPsoft is one of the “IPsoft leverages is pretty amazing. I of the most best at running data autonomic don't know anyone compelling remote centers.” engineering to else that does it the infrastructure remediate over 60% way we (IPsoft management of the problems Channel Partnership) companies in the automatically. ” at IPsoft are doing it. market.” ” Eric Goodness, Bill Murphy, Deloitte Assessment, Steve Yager, Gartner Principal BT September 2007 Cisco ROS Research Analyst, Managing Director, General Manager, January 2009 November 2007 September 2009
- 5. IPcenter: Autonomic Governance Framework A real time portal, providing fully transparent access to the service delivery process. IPcenter principles End-to-End Automation: IPcenter (through IPescalate, IPradar, IPautomata, IPdispatch and other tools) provides a consolidated end-to-end automation framework encompassing Level 1 and Level 2 activities. Algorithmically Enforced Process Engineering: IPcenter has the automated operational processes embedded within it to drive all core operational activities and capture or eliminate variances. Consolidated Framework. IPcenter is a consolidated toolset designed to encompass all facets of IT operations. 32% efficiency gains Gartner
- 6. Why Virtual Engineers? Virtual Engineers are the hallmark of IPsoft’s service delivery model. Why? → They’re more efficient A standard end-to-end runbook procedure might take a human engineer 2 hours to complete, while an automated agent can perform the same task in under 30 minutes. → They make fewer mistakes Even for redundant manual tasks, the human error rate is about 10%, whereas the automated error rate is near 0%. Virtual Engineers mitigate variance, ensuring process adherence. → They handle mundane tasks Virtual Engineers take care of repetitive work and allow human engineers to focus on innovation.
- 7. Leveraging Automation: Speed to ROI Company Level of Sample MTTR Reduction Time to Initial Automation Manual → Automated Value VM provisioning: 24 hours -> 20 Minutes 3 months 74% Website triage: 50 minutes -> 5 minutes. 4 months 43% Business impacting issues reduced by 21% Application deployments: 24 hours -> 1 hour. 5 months 31% Triage investigation: 1 hour + -> 3 Minutes, no downtime Application deployments: 45 minutes -> 4 2 months 54% minutes. Triage investigation: 53 minutes -> 20 Minutes Process Orchestration: 32 minutes -> 30 seconds. 3 months 57% Triage investigation1 hour -> 25 minutes User Experience Reporting: 38 minutes -> 1 3 months 68% minute. Application Management:2 hours+ -> 15 minutes Downtime reduced > 3%
- 8. Case: Automating Healthchecks # Tasks Existing process / Manually With IPsoft Autonomics Time saved Duration Duration Who Who (estimated) (actual) Customer’s 1 Connect & login to server Level 1 40 seconds IPautomata 6 seconds 34 seconds Operator Execute command to Customer’s 2 gather top 3 CPU Level 1 20 seconds IPautomata 1 second 19 seconds processes Operator Execute commands to Customer’s 3 extract server utilization Level 1 20 seconds IPautomata 1 second 19 seconds statistics Operator Copy results of Customer’s 4 healthchecks to send out Level 1 5 minutes IPautomata 1 second 4.98 minutes by email Operator Customer’s Convey message to user 5 Level 1 5 minutes IPautomata 26 seconds 4.58 minutes that email sent Operator Total 11.33 minutes 35 seconds 10.74 minutes 8
- 9. Case: Self-Healing Autonomics for Incident resolution # Tasks Existing process / Manually With IPsoft Autonomics Time saved Duration Duration Who Who (actual) (estimated) Customer’s Incident detected and IPmon, IPim, 1 Monitoring & 1 minute 1 minute - incident ticket creation IPautomata Ticketing tool Customer’s Level 2 2 Incident escalation 3 minutes IPautomata 0 second 3 minutes Engineer Determine the server / Customer’s Level 2 3 host related to the 2 minutes IPautomata 0 second 2 minutes Engineer incident Connect & login to Customer’s Level 2 3 40 seconds IPautomata 6 seconds 34 seconds server Engineer Check error logs, access Customer’s Level 2 4 logs and diagnose what 10 minutes IPautomata 2 seconds 9.97 minutes Engineer is wrong Update incident ticket Customer’s Level 2 5 with information 5 minutes IPautomata 4 seconds 4.93 minutes Engineer collected 9 (1 of 2)
- 10. Case: Self-Healing Autonomics for Incident resolution # Tasks Existing process / Manually With IPsoft Autonomics Time saved Duration Duration Who Who (estimated) (actual) Attempt to restart Customer’s Level 2 6 3 minutes IPautomata 2 seconds 2.97 minutes service Engineer Check the status of the Customer’s Level 2 7 5 minutes IPautomata 6 seconds 4.9 minutes service after restart Engineer Check error logs, access Customer’s Level 2 8 logs and diagnose what 10 minutes IPautomata 2 seconds 9.97 minutes Engineer is wrong Update incident ticket Customer’s Level 2 9 with information 5 minutes IPautomata 4 seconds 4.93 minutes Engineer collected Customer’s Level 2 10 Close incident ticket 1 minute IPautomata 1 second 59 seconds Engineer Total 45.67 minutes 1.45 minutes 44.22 minutes 10 (2 of 2)
- 11. Case: Automating Housekeeping (Purging of old files) # Tasks Existing process / Manually With IPsoft Autonomics Time saved Duration Duration Who Who (estimated) (actual) Customer’s 1 Connect & login to server Level 1 40 seconds IPautomata 6 seconds 34 seconds Operator Go to the target folder, Customer’s 2 check folder and number Level 1 30 seconds IPautomata 1 second 29 seconds of files Operator Customer’s Determine which are the 3 Level 1 1 minute IPautomata 1 second 59 seconds latest 3 files Operator Customer’s Delete old files and leave 4 Level 1 2 minutes IPautomata 1 second 1.98 minutes the latest 3 files Operator Total 4.17 minutes 9 seconds 4.02 minutes
- 12. Traditional IT Support Stack IT Support Stack FTE Requirement Leadership & Governance Level 3 Network & Communications Application Messaging Database Platform Technology Storage Level 2 Specialists Vendor Management Level 1 Service & Change Management Support Specialists Problem & Incident Management Service Desk
- 13. Transforming IT Support Through Autonomics IT Support Stack FTE Requirement Leadership & Governance Level 3 Network & Communications Application Fewer Messaging Database Platform Storage Technology Autonomic Assistance at Level 2/3 Level 2 Specialists Level 1 Autonomic Support Full Autonomic Support at Level 1
- 14. Leveraging Autonomic IT Operations
- 15. Depth and Breadth of Services Tier Technology Supported Services Provided Check Point, Cisco, ArcSight, Juniper, Entrust, • Firewall & Anti-Virus /UTM Monitoring & Management BlueCoat, ISS, RSA, nCircle, eEye, SafeNet, • IDS, IPS, Vulnerability Scanning & Pen Testing McAfee, Symantec, Trend Micro, Sophos • Outbound & Reverse Proxy Servers (SSL VPNs) • Security Event Management & Audit Compliance Service Security Design Oracle Financials, PeopleSoft, Lawson, JD • Custom Process Management, Support/Helpdesk Edwards, Custom Processes, ATG Commerce, • Business Application implementation Batch Processes • Disaster Recovery Planning Application • Operating Process Review IPsoft ITIL-Aligned Managed Services Business Logic Level 1, 2, & 3 Support Services Tomcat, WebLogic, OAS, WebSphere, IIS, Jboss, • Custom Application Monitoring / Management Transition ATG, MQ, Tibco • Application Server & Data Migration Service • Middleware Capacity & Performance Management • Change Management & Code Deployment Middleware Oracle, DB2, Sybase, MySQL, MS SQL • Database Management and Monitoring • Database Capacity planning / Performance • DB Architecture / Data Modeling Database Operation Solaris, RedHat Linux, Windows, AIX, HP-UX, • Full Monitoring & Management Service iSeries/AS400 • Patch management OS & Virtualization EMC, Hitachi, Network Appliance, IBM, Dell • Provisioning, Monitoring & Support EqualLogic, HP, Cisco Nexus & MDSMS Windows, • Deployment & Allocation MS Office, Exchange, Lotus Notes, Adobe, • Performance and Capacity Management Cont. Service Improvement Storage Productivity Suite Cisco, F5, Juniper, Riverbed, Bluecoat, Nortel, • WAN/LAN Monitoring & Management Avaya • VoIP, Unified Communications, Contact Center • Application Acceleration Network & Voice MS Windows, MS Office, Exchange, Lotus Notes, • Global Service Desk Adobe, Productivity Suite • End-User Application Support Service Desk
- 16. Remote Infrastructure Management (RIM) Service Offerings Level 3 Full Management Root Cause ITIL Aligned Service Descriptions Analysis Level 2 IT Operations Management Problem Service Management Architecture Level 1 Incident Management Full Incident Management Access Management Capacity Management Level 0 Execution of Standard Availability Service Continuity Monitor & Escalate Operating Procedures Management Management Asset & Continual Change & Event Knowledge Performance Monitoring Configuration Service Release Management Management Management Management Improvement Management Option for customers to select which level of service required for each Configuration Item (CI)
- 17. Levels of RIM Service Service Responsibilities (ex: disk full) Level LEVEL 3 - Proactive long-term solution (Advanced Problem Management Service) • IPsoft analyzed the application that writes the verbose log file. 3 0 • IPsoft recommended and implemented configuration changes to the application to make 2 1 the log more useful and the file size more manageable. • Service Levels Included: 0, 1, 2, 3 LEVEL 2 - Root Cause Analysis (Event, Incident, and Problem Management Service) 0 • IPsoft discovered that the problem is related to a verbose log file. • IPsoft recommended that I review whether such a verbose log file is necessary. 2 1 • Service Levels Included: 0, 1, 2 LEVEL 1 - Short-term solution (Event and Incident Management Service) 0 • IPsoft’s engineer cleaned the disk before my server crashed. 1 • Service Levels Included: 0, 1 LEVEL 0 - Monitoring, notification (Event Management Service) 0 • IPsoft has been monitoring my server and notified me that my disk was full. • Service Levels Included: 0
- 18. Key Differentiators & Statistics Consolidated Governance (IPcenter) • 32% efficiency gains - Gartner Autonomics (Virtual Engineer) • 30-35% reduction in operational support costs • 60% reduction in mean time to resolution 1,400 employees for revenues of US$700 million Automation (Expert Systems) compares to IT • 56% incidents resolved with no human intervention services companies typically employ at • Millions of devices under management least 15,000 staff for each US$1 billion Unmanned NOC (Virtual Manager) revenue. • 96% positive client satisfaction rating
- 19. Subscribe as a Service Remotely (RIM) Based on managing 809 network devices Cost US$,000 Per Year In-house management effort and tools 1,000 200 Monitoring tool maintenance 100 Service desk tool maintenance 100 Configuration tool maintenance Remote Ongoing service portal 200 Integration & maintenance Infrastructure (ITIL Compliance) Management (RIM) Level 1 Management Subscribe to IPsoft @ Resources for 400 level 1 management average of $43 per device per month Implementation 12-18 months 3 months Timeframe
- 21. Security & Compliance US Gramm Leach Bliley Annual SAS70 Type II Payment Card Industry Data Act & FTC Safeguards Audit – Zero Security Standard (“PCI DSS”) Audit – Zero Exceptions Exceptions – Zero Exceptions IPsoft is also certified or compliant with the following: P EU Safe Harbour P ISO 17799 & 27001 P US Sarbanes Oxley Act (“SOX”) P Dutch Personal Data Protection Act P US Federal Financial Institutions Examination Council ("FFIEC") P US Health Insurance Portability and Accountability Act (“HIPAA”) P Privacy & Electronic Communications (EC Directive) Regulations
- 22. IPsoft’s Vision The IT infrastructure of tomorrow will not be managed by people, but by expert systems
- 23. IT learns