Security Automation From ITSMF Italia 2010
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The document outlines strategies for reducing IT operational costs through process integration and automation, highlighting five key steps to prepare for IT process automation. It discusses the benefits of automation, such as increased efficiency and reduced human error, and provides case studies demonstrating successful implementations. The potential cost savings and service quality improvements from integrating IT processes are emphasized as significant outcomes of adopting these automation strategies.
Security Automation From ITSMF Italia 2010
- 1. Ridurre i costi operativi IT in 5 mosse grazie all'integrazione dei processiMarco Bianchi
- 2. AgendaIl Business Case per l’IT Process AutomationEsempi di IT Process Automation per ridurre i costiI 5 passi da intraprendere per prepararsiall’IT AutomationCustomer Case Studies
- 3. IL BUSINESS CASE PERL’IT Process Automation
- 4. Walking up the Down EscalatorBecome an Efficient Business EnablerABExpensive Business EnablerEfficient Business EnablerGoal:Cost Effective withOptimized Service DeliverySub-Optimal:Aligned To Business Goals But ExpensiveCurrent State:Expensive and Tactical withLimited Perceived ValueBusiness EnablementSub-Optimal:Cost-Centric and Tacticalwith Marginal ServicesCDLow Cost ProviderLow Value ProviderOperational Efficiency
- 5. Management’s Dilemma:Operational Efficiency vs. Business Enablement“The Cost Cutter”“The BSM Paradox”Business EnablementBusiness EnablementOperational EfficiencyOperational EfficiencySignificant up-front investments and the need for profound changes jeopardizes or delays expected cost reductions.Outsourcing or an internal focus on cost-cutting consolidation, often forsake agility and business enablement.
- 6. New Approach:IT Process Automation Provides a Direct RouteIT Process Automation enables you to:3Reduce Inefficiencies from Current Management Tools12Business EnablementIntegrate Tools within IT Operations and/or Security 21Integrate the Business into IT Management Processes3Operational Efficiency6
- 7. Why Automate?An Example of Process Gone BadIT ManagementService Desk0: Poor service quality detected1: Admin notifiedDatabase ManagementNetwork ManagementApplication ManagementSecurity ManagementIT Functions2: Ticket created3: Service desk receives ticket4: Establish bridge line5: Notify other groupsBest of BreedManagementTools6: Commence finger-pointing7: Isolate potential causeManagedTechnologies8: Notify change management9: No requested change?10: Guilty admin rolls back11: Validate remediation12: Close ticket13: Review with management7
- 8. Esempi di IT Process Automation per ridurre i costi8
- 9. ArchiveTrashRecover from Common EventsSuch as Low Disk Space ConditionsManagement81. Available disk space falls below thresholdITPA64Administrator2. Systems Management generates an event, triggering a process in the ITPA toolTotal Time Saved:48 Minutes3. ITPA tool requests disk usage analysis from Systems Management5Saved: 15 minutes34. ITPA tool sends email to admin requesting approval to clean upSaved: 5 minutes5. If no response is received within a defined time, ITPA tool escalates to a higher level of managementSystems ManagementSaved: 5 minutes6. Administrator approves partial cleanup through ITPA tool7Saved: 4 minutes27. ITPA tool commands Systems Management to perform cleanupSaved: 15 minutes18. ITPA tool sends confirmation email to the administratorServer with Local StorageSaved: 4 minutes
- 10. Perform Routine MaintenanceSuch as Rebooting Servers1. ITPA tool initiates the server reboot process based on a schedule and suppresses reboot related eventsITPA82. ITPA tool commands the load balancer to block new sessions to the first serverSaved: 1 minutesAdministrator93. ITPA tool commands Systems Management to monitor for the server to reach zero active sessionsTotal Time Saved:410 Minutes312Saved: 15 minutes64. ITPA tool commands Systems Management to reboot the server and wait for completionSystems ManagementLoad BalancerSaved: 15 minutes5. ITPA tool commands Systems Management to validate server healthSystems Management ResponseTimeSaved: 3 minutes4756. ITPA tool commands the load balancer to enable new sessionsSaved: 5 minutes7. ITPA tool commands Systems Management to verify service performanceActive SessionsSaved: 1 minute8. ITPA tool sends a progress notification email to the administratorSaved: 1 minuteWeb Servers9. ITPA tool repeats steps 2-8 for each additional server in the group Saved: 10x minutes
- 11. Request, Approve and ProvisionA New Virtual Machine1. Requestor visits ITPA tool web console and initiates a request for new virtual machines9Billing SystemITPA2. ITPA tool identifies clusters with sufficient spare capacity to house the requested virtual machinesVM Requestors4Saved: 15 minutes53. ITPA tool triggers VMware vCenter to create a temporary placeholder virtual machineTicketing SystemLOB OwnerSaved: 10 minutesTotal Time Saved:145 MinutesCDB14. Create & submit a change request in a ticketing system and assign business owner27Saved: 20 minutes663VMware vCenter5. When approved, ITPA tool notifies requestor and commands VMware vCenter to delete temporary virtual machine and provision the production virtual machine from a templateSaved: 30 minutes6. ITPA tool commands Systems Management to deploy agents and scans with Policy Management to confirm correct configurationSaved: 30 minutesPolicy ManagementSystems Management7. Notify virtual machine requestor of provisioning completion and ticketing system to close ticketSaved: 20 minutes88. Virtual machine configuration report generated via Policy ManagementSaved: 10 minutes9. ITPA tool updates the billing system for the newly created virtual machineSaved: 10 minutes
- 12. Respond to Configuration Changes And Ensure Protection of Critical HostsITPA tool1. File integrity or security monitoring detects change, triggering a process in the ITPA tool2. ITPA tool queries ticketing system to see if change was planned and authorizedSaved: 15 minutes723. ITPA tool queries Policy Management for a list of user entitlements Ticketing SystemSaved: 15 minutes44. Business stakeholders and admin team notified6SecurityMonitoringSaved: 15 minutesTotal Time Saved:85 Minutes535. Stakeholders choose remediation and ITPA tool creates a change ticketSaved: 20 minutes6. ITPA tool has Policy Management perform a vulnerability scanStakeholderSaved: 15 minutesAdministration7. Remedy ticket is closed and ITPA tool commands Policy Management to conduct a final scan to confirm remediationPolicy ManagementSaved: 5 minutes11212
- 13. I 5 passi da intraprendere per prepararsiall’IT Automation13
- 14. Step 1Identify Automation Candidates Prepare Your StaffIdentify Needed ToolsRank Candidates by ValueEvaluate Your Process MaturityIdentify Automation CandidatesQuestions to AskExamplesToo much time to complete a request logged in a ticketWhat processes do users or customers complain about?Rebooting servers to deal with application memory leaksWhat activities occupy too much staff time?What activities cause the biggest budget surprises?Increased demand for storage as disk space fills upWhat activities cause the most re-work?Recurring events without permanent resolutionWhat processes are competitors automating?Case studies or articles written for your industry
- 15. Prepare Your StaffStep 2Evaluate Your Process MaturityIdentify Needed ToolsRank Candidates by ValueEvaluate Your Process MaturityIdentify Automation Candidates0. No formal process1. Ad hoc – individually tool dependentConsider a bottom-up micro-process first approachConsider a top-down macro-process first approach2. ITIL Service Support processes in place3. ITIL Service Delivery processes in place4. Process extends beyond IT operations to business managementMaturity Level Source: Gartner I&O Maturity Model, Oct. 2007
- 16. Prepare Your StaffStep 3Rank Candidates By ValueIdentify Needed ToolsRank Candidates by ValueEvaluate Your Process MaturityIdentify Automation CandidatesCriteria 2: Reduce cost through efficiencyCriteria 1: Improve quality by reducing defectsReduces re-workReduces time to provision new servicesReduces repetitive work requiring little analytical skillReduces manual review requirementsReduces unplanned downtimeImproves communication (timeliness, accuracy, etc.)Better use of resources and inventory
- 17. ITPAManagementIncident StakeholdersTicketingSystems ManagementOther Sources (RFCs, CMDB, Change monitoring, etc.)HelpdeskPrepare Your StaffStep 4Identify Needed Tools Identify Needed ToolsRank Candidates by ValueEvaluate Your Process MaturityIdentify Automation CandidatesExisting Management ToolsSystems managementService Desk (ticketing) toolsProvisioning toolsIT Process Automation ToolsGeneral (any micro or macro process)Specific (single use case, single-vendor)
- 18. Prepare Your StaffStep 5 Prepare Your StaffIdentify Needed ToolsRank Candidates by ValueEvaluate Your Process MaturityIdentify Automation CandidatesSolicit help in identifying new automation candidatesExpected role in new processesExpected outcomes of automationFree to accomplish higher-value projectsGain career enhancing skills
- 20. European MSPSolutionResultsChallengesImplemented ITPA to automate event management and VMware provisioning
- 21. Began by listing critical processes to automate
- 22. NetIQ services documented processes and built workflows for them
- 23. Integrated ITPA with their CMDB and ticketing systems
- 24. Staff growing linearly with customer servers
- 25. Customers upset when service is inconsistent
- 26. No way to report on process compliance
- 27. Virtual Machines can be provisioned by customers, but remain unmanaged
- 28. Cost savings of $1M + (10,000 hours annually)
- 29. Offering improved SLAs to customers for event resolution timeframes
- 30. Able to demonstrate process compliance to customers in support of “Operational Certainty”
- 31. Improved competitive pricing and customizabilityFinancial ServicesSolutionResultsChallengesTo gain control of operations, they implemented ITPA
- 32. ITPA is now integrated with a ticketing and IVR system
- 33. Processes are focused on user self-service to reduce help desk calls
- 35. No processes
- 38. Message to the marketplace is “Technology and self-service automation is a differentiator”
- 39. 6% reduction in help desk calls achieved
- 40. Improved end-user satisfaction with more immediate resolution for automated process
- 41. Cautious with ticket integration to avoid overload at the service deskLarge Int’l BankSolutionResultsChallengesEliminate outsourcing activities by automating the comparison of security alerts with approved changes in RFCs
- 42. Extend the automation to included automated forensic gathering when necessary
- 43. Collecting logs
- 44. Database entries
- 46. First response to security events are outsourced
- 47. Concern about the risks and costs of outsourcing
- 48. Requirements are growing to expand security monitoring from 700 servers to 5000
- 49. Eliminate the outsourced SOC
- 50. Expected cost savings exceed $1M per year
- 51. Faster response to security alerts with fewer false positives
- 52. Reduced cost for forensic gathering
- 53. Able to scale to meet expanded monitoring mandatesWorld Wide Heavy IndustrialIntegration:NetIQ Security ManagerNetIQ Change GuardianSAP HR & CMDBMobile GatewayMail System23
- 54. Reduce the cost of IT operations and security
- 55. Improve service quality by reducing human error
- 56. Prevent knowledge flight through documentation
- 57. Accelerate ITIL adoption by reducing resistance
- 58. Embed policy in process to ensure compliance
- 59. Improved ROI of existing tool investments as they are utilized moreIT Process Automation BenefitsService DeskDatabase ManagementNetwork ManagementApplication ManagementSecurity Management
Editor's Notes
- #7: Eliminate manual intervention caused by routine, highly mundane tasksFree administrators to focus on more critical problems to the businessCombine management data with contextual information to further streamline IT run booksAllow IT managers to reallocate resources to deliver strategic business projectsBridge IT and business users by formalizing roles & responsibilities within the context of IT processesImprove business alignment and reduce IT costs by involving the business in IT processes
- #15: Step 1 to preparing for an ITPA deployment begins by asking critical questions to identify processes that should be automated.
- #16: The next step is to evaluate how mature your organization really is as it relates to process. The following scale is from Gartner’s most recent Infrastructure and Operations maturity model released last October. (build slide) If you have not yet deployed the ITIL service support and service delivery processes (those are ITIL v2 terms) then you may want to consider a micro-process first approach.
- #17: Once you’ve decided what type of processes you want to automate first (micro or macro), you’ll want to rank those processes by there ability to improve quality or reduce costs, and each business may place a different premium on each category, but you should establish a subjective way of grading each. Some suggested measures are listed here under each category.
- #18: Next, you’ll want to evaluate what tools you have in place or are needed for an ITPA implementation
- #19: Finally, make sure your staff is ready for implementing ITPA. They can be threatened by it and fear for their jobs – leading to resistance and subversion of the program. Make sure they understand that they are going to be redeployed to work on core as the context management gets automated.