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Infrastructure Monitoring Maturity:
Modeling Technology, Process and Culture
Shamus McGillicuddy
Senior Analyst
EMA
@ShamusEMA
August 14, 2015
Scott Frymire
Director of Content Marketing
SevOne
@scottfrymire
Today’s Presenters
Shamus McGillicuddy, Senior Analyst, EMA
Shamus has more than nine years of experience in the IT industry, primarily
as a journalist covering the network infrastructure market. At Enterprise
Management Associates (EMA), he is the senior analyst for the network
management practice.
Scott Frymire, Director of Content Marketing, SevOne
Scott’s primary interest is interpreting how IT trends in the enterprise and
service provider markets – such as cloud, software-defined everything, and
the Internet of Things – impact the performance monitoring landscape. Prior
to SevOne, Scott spent 16 years in marketing business-to-business software
and services for ERP solution providers including Prophet 21, Activant, and
Epicor.
Slide 2
Logistics for Today’s Webinar
Questions
• Log questions in the Q&A panel located
on the lower right corner of your screen
• Questions will be addressed during the
Q&A session of the event
Event recording
•
An archived version of the event
recording will be available at
www.enterprisemanagement.com
Event presentation
• A PDF of the PowerPoint
presentation will be available
Slide 3
Infrastructure Monitoring Maturity:
Modeling Technology, Process and Culture
Shamus McGillicuddy
Senior Analyst
EMA
@ShamusEMA
August 14, 2015
The Three Pillars of IT Maturity
The IT organization is all about its people and how they work
EMA PERSPECTIVE:
IT monitoring maturity assessment comprises three core elements
Technology
Processes
Culture
What kinds of tools
are you using?
How do you use those
tools?
How does IT view itself?
Are they isolated?
Integrated?
How do you collaborate?
Technology, process and
culture are intertwined
Slide 5
© 2015 Enterprise Management Associates, Inc.
How does IT view the
business?
How does business view IT?
All three must advance
The Stages of IT Monitoring Maturity
From Firefighters to
Business Leaders
Slide 6
© 2015 Enterprise Management Associates, Inc.
> Reactive Infrastructure Management
> Active Operational Management
> Proactive Service-Oriented Management
> Dynamic Business-Driven Management
The Stages of Maturity:
Reactive Infrastructure Management
Day-to-day crisis management
Monitoring tools are element-centric with some
domain-level focus
> IT buys monitoring tools in response to crises instead of
strategic investments
Processes focus on forwarding problems to
specialists quickly
> No broad infrastructure diagnostics
A culture of individual heroes
> Highly skilled engineers are focused on troubleshooting
> Engineers have silo’d skill sets (network engineer, systems
engineer)
IT has weak credibility, poor communication with
the business
Slide 7
© 2015 Enterprise Management Associates, Inc.
The Stages of Maturity: Active Operational Management
A SERVICECENTRIC
MANAGEMENT
APPROACH
EMERGES
Service-level management is more historical and
forensic than real-time
> Some service-centric real-time monitoring is present
> Most infrastructure monitoring is domain-centric
Event handling is more automated
Services are not yet well-defined and mapped to
infrastructure
> IT can restore core infrastructure operations quickly, but is
slow to restore business services fully
IT works as a collection of skill groups (networks,
systems, etc.)
> These silos have common processes in place
> Some cross-silo processes might exist but silos generally
isolated from each other and the rest of the business
Slide 8
© 2015 Enterprise Management Associates, Inc.
The Stages of Maturity:
Proactive Service-Oriented Management
IT AS AN INTERNAL SERVICE PROVIDER
> Management tools are chosen strategically rather than reactively
> Monitoring tools are integrated with other operations and support systems
• Monitoring tools provide cross-domain, service-centric views
• Visualization and analytics can capture and define business impacts of IT
> Workflows become more automated to capture best practices
> Silos fade in favor of total infrastructure management with
interdependencies well-understood
> A service organization emerges as liaison to the business
• Empowered by strong monitoring, metrics and strategic planning
Slide 9
© 2015 Enterprise Management Associates, Inc.
The Stages of Maturity:
Dynamic Business-Driven Management
IT focuses on enabling the
business, optimizing to shifting
business conditions
> Monitoring and operational tools are integrated to automate most day-to-day
performance and availability problem resolution
> IT monitoring data provides insight into the business and not just infrastructure
> Advanced monitoring and management tools can shift resources automatically
based on conditions and events
> Both IT and business leaders understand how IT can help make the
business successful
• IT develops a common language for interacting with the business
Slide 10
© 2015 Enterprise Management Associates, Inc.
Measuring Monitoring Maturity Progress
Management
Tool Focus
>
Heroes and firefighters
>
Element-centric
>
>
Domain-centric
Replaced with
automation
>
Infrastructure-centric
>
Focus on applications,
business services and
business advantage
Slide 11
Event Response
>
Heroes become domain
experts focused on
planning and
optimization
© 2015 Enterprise Management Associates, Inc.
Relationship Between
Operations Center
and Help Desk
>
Culture and technology
gap closes
>
Process integration
across the two groups
Measuring Monitoring Maturity Progress
ASSET
MANAGEMENT
> Segregated domains
> Total infrastructure view focused on performance
•
IT service chargebacks and accounting become
possible
> IT as a back-office cost center
•
Clients as adversaries/idiots
> Customer service focus
RELATIONSHIP
WITH THE
BUSINESS
Slide 12
> Service liaisons emerge from network operations
© 2015 Enterprise Management Associates, Inc.
and/or help desk
•
Speak language of the business
•
Focus on strategic service planning
Advancing Service Quality
A 5 Stage Maturity Model for
Infrastructure Monitoring
© SevOne, Inc. All Rights Reserved.
© SevOne, Inc. All Rights Reserved.
© SevOne, Inc. All Rights Reserved.
“SevOne’s maturity model provides Enterprise and Service Provider
organizations with an effective, product-agnostic blueprint for achieving
optimized service delivery via performance monitoring. The functional
capabilities described, combined with a focus on process improvement,
provide a path to lower risk and improved end-user experience.”
Shamus McGillicuddy, Senior Analyst, Network Management
Enterprise Management Associates
© SevOne, Inc. All Rights Reserved.
© SevOne, Inc. All Rights Reserved.
CHARACTERISTICS
OF A MATURE
MONITORING
STRATEGY
© SevOne, Inc. All Rights Reserved.
#1 – It’s All About Service Assurance
© SevOne, Inc. All Rights Reserved.
#2 – Can Handle Volume, Variety, Velocity of Data
Metric-to-Flow
Metric-to-Log
© SevOne, Inc. All Rights Reserved.
#3 – High Levels of Interoperability and Automation
+
Perf Mgmt
CMDB
Service
Mgmt
!!!
Performance Mgmt
Security
Service Mgmt
© SevOne, Inc. All Rights Reserved.
#3 – High Levels of Interoperability and Automation
Configuration
CONTROLLER
DATA CENTER
Analyzed, Normalized
Data and Events
Collection
Performance Mgmt
© SevOne, Inc. All Rights Reserved.
#4 – Tie Performance to Financial Impact
VS
© SevOne, Inc. All Rights Reserved.
© SevOne, Inc. All Rights Reserved.
© SevOne, Inc. All Rights Reserved.
© SevOne, Inc. All Rights Reserved.
Early Results from the Online Assessment
78%
Have no service definition or awareness
(focus on component monitoring only)
81%
Have not integrated their monitoring tools with any other
systems for automating processes
64%
Say correlation of data is nearly impossible because
reports span multiple tools
© SevOne, Inc. All Rights Reserved.
Learn More
info.sevone.com/maturitymodel
Learn more about leading IT analyst firm,
Learn
more Management
& access report
at (EMA)
Enterprise
Associates
www.enterprisemanagement.com
www.enterprisemanagement.com
© SevOne, Inc. All Rights Reserved.