IT SERVICE MANAGEMENT SOLUTIONS

About HPT
 About HPT

 HPT 1 of leading SI companies in Vietnam, has Representative customers:

many years in building team for developer,
consultant and implementation of ITSM.

 HPT has professional engineers with

certifications in ITIL 2011 and ITSM tools (ITIL
Foundation, ITIL Intermediate Level, ITIL Expert
Level)

 HPT the unique Platinum Partner of HPE

Software in Vietnam
HPE IT OPERATIONS MANAGEMENT
 HPE IT Operations Management

Notify
Reduce IT Staff Improve
Reduce MTTR potential
Effort Service Quality
problems
HP Business Service Management

 Monitor centrally, consolidated IT

infrastructure end-to-end
 Root cause analysis
 Evaluate, report service quality with
SLA

Middleware
J2EE, .NET
CICS /MQ/Tibco/Sonic

End Internet/ Lan/network User/Web Services Middleware Backend and

Users Firewall front-end Data
 HP Business Service Management
Application Performance Management

Users

Web Server

App, SAP, Siebel

Oracle, J2EE, .NET

JMS, MQ
CICS
DB Server
Middleware

Mainframe

System
Management
END USER MONITORING
 HPE IT Operations Management
Unified EUM

Service Level
Synthetic Monitoring Real User Monitoring Anywhere
Management
• Proactively monitor • Monitor real user • Measure service levels • 24x7 Stability
application transaction as they flow based on user’s • Global Scalability
performance and across tiers experience • Monitor outside the
availability • Granular Insight, Fast • Report application firewall from any
• Emulates user behavior Isolation health to the business location, cloud ready

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 HPE IT Operations Management
Business Process Monitor

Switzerland Verify banking service (script)

Dashboard,
New York
Login Transfer Money Pay the bill Report, Alert &
SLA

Virtual Users
Singapore

Description Benefits

• Synthetic Users are simulated by • Proactive notification even when no

running scripts at regular intervals
from multiple locations
• Scripts verify availability and
performance of your critical
business services
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one is using the service (i.e. before
banks open)
• Supports business-centric service
level management
• Isolation capabilities reduce MTTR
and associated downtime cost
 HPE IT Operations Management
Proactive End-user Monitoring – How Does it Work
1 Record, once 2 Replay, multiple (times, locations)

3 Analyze - Dashboards, Reports, Alerts, SLAs

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 HPE IT Operations Management
BPM Application Summary & Locations Report
 HPE IT Operations Management

Reduce MTTR, improve IT Service Quality

 Cross domain transaction breakdown

13  Breakdown into components, pages, users, session
details
 HPE IT Operations Management
BPM: Protocols support
Mobile
Web/2.0multimedia
Oracle e-business
Database
Mails
Network
GUI Virtual users
SAP
Templates
More

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 HPE IT Operations Management
Real User Monitoring

Real
User Monitor HP Business Service
Management

End
User Mirrored
Traffic
Web
Monitoring all end users all the time
Servers Application
Switch Servers

Internet

Firewall

Mainframe/Database
Load Balancer
Descrtiption Benefits

• Real user monitoring for all users, from
all location, all the time
• Captures real user experience from
http/https or other TCP/IP traffic
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• Agentless monitoring of transactions
• Gain visibility into real user behavior
patterns
• Isolation capabilities reduce MTTR and
associated downtime cost
 HPE IT Operations Management

How RUM
works?

TOC

16
 HPE IT Operations Management
RUM – more than just HTTP
Typical ‘HTTP’ monitoring scope

Database
Web servers server Network
(load storage
Firewall balanced) Firewall device

Internet
/ intranet LDAP
Application
Customers
DMZ Application

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 HPE IT Operations Management

HPE Real User Monitor: Protocols support

HTTP Protocols Application Servers Generically Supported Protocols

• HTTP/S • Citrix XenApp • DNS – Generic UDP
• Flash/ActionScript AMF • IBM WebSphere MQ • RDP – Generic Streaming TCP
• Oracle Forms NCA • RMI Registry – Generic TCP
SOA Protocols • SAPGUI • SSH – Generic Streaming TCP
• SOAP – HTTP Based
• WCF – TCP Based Database Protocols Others
• IBM DB2 • FTP
Mail Protocols • Microsoft SQL Server • ISO 8583
• IMAP • MySQL Database Server • LDAP
• POP3 • Oracle DB (Thin JDBC Client)
• SMTP

TOC
 HPE IT Operations Management
HPE RUM – Report
• New Tier based reports

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 HPE IT Operations Management

Extending monitoring ability with Diagnostic

TOC
 HPE IT Operations Management
Cross JVM calls – different colors show different web service calls

TOC
 HPE IT Operations Management
Unified End User Monitoring

Requirement Synthetic Real

Check health when no one is using P
Monitor from multiple locations P
Diagnose actual user problems P
Track user behavior patterns P
Complete capture of business processes P P
Service level reporting P P
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 HPE IT Operations Management

HPE SLM

Display status by desired

time interval

Select new SLA for display in

SLM dashboard
SLM Status filter selection
 HPE IT Operations Management

HPE SLM
 HPE IT Operations Management

HPE SLM
IT Infrastructure Monitoring
 HPE IT Operations Management
How it works?

Operations Bridge Automatically

updated RtSM

Automated continuous
discovery data

Agentless
monitor

Management
Packs
Connector
3rd-party
Agent
Manager
Managed nodes Managed nodes Managed nodes

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28
HPE IT Operations Management
Automated monitoring
Data collecting method
Agent Agentless
Operations Agent SiteScope and BSM Connector

Event/Logs/Topology
Web Application
/Traps
servers servers

Network
File
devices
servers
Agent
collection

Report
Databases
Firewalls

Performance Graph SiteScope

server

‒ Automated deployment and monitoring across ‒ Fastest time to value

a heterogeneous enterprise to reduce overhead ‒ Metrics and events collected
costs ‒ Support multi platforms and applications
‒ Out-of-the box security (HTTPS and SSL)
‒ Open and autonomous
 HPE IT Operations Management

Database
CA Spectrum

Middleware
ERP

Big Data & Cloud

zookeeper Oozie Flume HPE Vertica emcached

Development & Automation Microsoft Technologies

Generic protocols & mail servers

Open LDAP Bind DNS Openssh DHCP HTTP File Change FTP Server SMTP SNMP

Infrastructure
HPE Storage
HPE UX Oracle Ent. Linux Clusters Essentials IBM LPAR

Solaris Zones

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 HPE IT Operations Management
Technology – BSM Connector 10
HPE on HPE Integrations
SM, NNM, Arcsight, SIM, OneView, Helion Monasca, SE,
CO
HPE - 3rd-Party Integrations
MS SCOM, Nagios/Icinga, Zenoss, IBM Tivoli & Netcool,
Oracle Ent. Manager, Zabbix, VMware vCOps, SAP
Solution Manager, CA Spetrum, Apache Ambari
Partner Content
BMC ProactiveNet , Aternity, AppDynamics, Dynatrace,
Solarwinds, NewRelic, Splunk
Ticketing Integrations
HPE Service Manager, HPE Service Anywhere, BMC
Remedy, ServiceNow
Community Content Development
Dev Guides, Integration Development Kit
The BSM Connector is the foundation
for all new integrations, management
of events, metrics, and topology:
• It consolidates event, metric and
topology information and acts as a
data broker for multiple
consumers in the BSM portfolio
like OBM, OBR or OpsA
• It is the basis for out-of-the-box
connectors for specific 3rd-party
solutions (such as MS SCOM, IBM
Tivoli) provided by HPE
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31
HPE IT Operations Management
Identify the root cause
Automated correlation of events

‒ Time, stream, topology-based

correlation
‒ Identify root causes quicker
‒ Adapt your remediation

Correlate Remediate
 HP Business Service Management

Service Model
Business
Service

Top-Down: Effected factors

Bottom-Up: Impact level
Application

Software

Infrastructure

• Build service model with the related IT components

• Quickly detect root cause which impacts IT service
• Quickly diagnosis and isolate the incidents
• Timely evaluate the state of IT services
 HP Business Service Management

Business Service End user transactions

IT Service Active Directory, MS Exchange, ERP …
Software/ Middle .Net, Java, SAP, Weblogic, Web Sphere MQ …
ware
Database Oracle, MS SQL vv…
Infrastructure Server (Window, Unix, Linux), Virtualization (Vmware, Hyper V, Citrix),
Networks (Router, switch, firewall, traffic …)
 HP Business Service Management

IT Operations Center
Cross Domain Visibility

Service Impact
Events Mgmt Capacity Mgmt
Incident Mgmt Availability Mgmt
Operation Center
Problem Mgmt Correlation Change Mgmt

Consolidation
RUN TIME SERVICE MODEL

Applications Systems Storage Network

 HP Business Service Management

Activities Information CIO/ Service Owner

Services status Service level

Operation
Center

Operator All services Events

Network System Administrator

 HP Business Service Management
Report
HP Business Service Management

 Rapid awareness of the operation of

the whole system, infrastructure, IT
services
 Which services are running well or not
 How impact of the incidents to the
business services
 Which issue should be resolved first
 How should the user use the service