Business Service Management The intelligent way to communicate

Business Service Management The intelligent way to communicate service performance of complex infrastructure aligned with business objectives Name title Net. IQ

Situation – Acme Manufacturing I’M FOCUSED ON: • • Order processing is critical Order processing depends upon IT IT is costing revenue and customer satisfaction Why is it so hard to keep it available? I’M WORRIED ABOUT: • • • I must keep order processing available What is impacting order processing? How do I prioritize the most critical events? I must avoid down time We have to diagnose faster, be more responsive … But how? Increasing complexity from physical, virtual and cloud delivery options and a multitude of management technologies 2 © 2011 Net. IQ Corporation. All rights reserved.

Challenges – ACME Manufacturing • Analysis of these problems has highlighted the following challenges: • One problem impacted the issuing of invoices and caused a knock on effect on business cash flow • • ACME are not aware of many customer affecting problems until the customer reports them • Identification of the cause of the problem often takes hours • • Requires numerous calls and meetings involving representatives from Order Processing operations and IT operations • IT Operations often reports no critical issues when users are reporting that performance is slow Some problems keep recurring on a regular basis • 3 Earlier visibility of the impact would have enabled the business to make arrangements to mitigate the financial impact Lack of understanding as to why © 2011 Net. IQ Corporation. All rights reserved.

CIO Vision – ACME Manufacturing Real-time Visibility of Order Processing issues Reduce Repetitive Problems • Understand impacted customers • Understand financial impact Reduce Number and Frequency of Problems • Identify and implement automation for recurring problems • Proactive management to detect and address symptoms before they impact the service Business Drives IT Quick Resolution • Prioritize efforts on issues with the greatest impact to Order Processing Alignment and value delivered Improve Quality of Service • Measure the availability and performance against defined service levels 4 © 2011 Net. IQ Corporation. All rights reserved. Quick Identification • Reduce time and effort to identify the root cause Single View of Services • Mixed, dynamic infrastructure • Lots of management tools

Operations Center Approach Provide a single, consolidated view • • Integrate IT and business data from multiple management tools and applications Supplement with end-user experience monitoring Map relations and dependencies between Order Processing, IT services and infrastructure components • • • Create a state based service model Define business rules to automatically calculate impact Define service level objectives and measure compliance Provide role based views tailored to users’ information requirements • • • 5 Executive view, Customer view, Operations view, …. Business impact metrics Root cause and impact analysis Trend analysis SLA Compliance © 2011 Net. IQ Corporation. All rights reserved.

Integration to External Silos of Information Management Technology Performance and Availability Configuration Service Desk ERP Application Infrastructure Physical 6 © 2011 Net. IQ Corporation. All rights reserved. Virtual Cloud

Service Modeling Illustrates how modeling the order processing service aid greater understanding how each of the business services relate to each other 7 © 2011 Net. IQ Corporation. All rights reserved.

Real-time business Impact and Root Cause Illustrates how business rules enable Business Service Management to identify business impact and root cause. 8 © 2011 Net. IQ Corporation. All rights reserved.

Visualization Show the visualization capabilities of Business Service management which helps to provide a powerful way of illustrating the components of order process and how they support the business. 9 © 2011 Net. IQ Corporation. All rights reserved.

Business Service Management Demonstration – Service Monitoring

Order Processing Overview 1 11 © 2011 Net. IQ Corporation. All rights reserved.

Root Cause 12 © 2011 Net. IQ Corporation. All rights reserved.

Root Cause 13 © 2011 Net. IQ Corporation. All rights reserved.

Event Management 14 © 2011 Net. IQ Corporation. All rights reserved.

Event Management 15 © 2011 Net. IQ Corporation. All rights reserved.

Event Management and Order Processing 2 4 3 16 © 2011 Net. IQ Corporation. All rights reserved. 1

Root Cause 17 © 2011 Net. IQ Corporation. All rights reserved.

Incident Management 18 © 2011 Net. IQ Corporation. All rights reserved.

Order Processing Integrated View 19 © 2011 Net. IQ Corporation. All rights reserved.

Order Processing Integrated View 20 © 2011 Net. IQ Corporation. All rights reserved.

Order Processing Performance 21 © 2011 Net. IQ Corporation. All rights reserved.

Order Processing Performance 22 © 2011 Net. IQ Corporation. All rights reserved.

Business Service Management Demonstration – Service Measuring

Order Processing Integrated View 24 © 2011 Net. IQ Corporation. All rights reserved.

Order Processing Performance 25 © 2011 Net. IQ Corporation. All rights reserved.

Order Processing Performance 26 © 2011 Net. IQ Corporation. All rights reserved.

Orders Processed Today 3 2 27 © 2011 Net. IQ Corporation. All rights reserved. 1

Service Level Compliance 1 28 © 2011 Net. IQ Corporation. All rights reserved.

Service Levels Last Month 29 © 2011 Net. IQ Corporation. All rights reserved.

Service Level Performance Over Time 30 © 2011 Net. IQ Corporation. All rights reserved.

Order Processing Availability 31 © 2011 Net. IQ Corporation. All rights reserved.

Business Service Management Summary

Summary Business Service Management provides a consolidated view of the status of a business service which helps you to: • Understand the business impact of the IT issues • Reduce the time to identify the cause of service outages • Prioritize effort on issues with greatest business impact • Mitigate the impact of service outages • Proactively manage and address recurring problems Technology Silos to Services! 33 © 2011 Net. IQ Corporation. All rights reserved.

Worldwide Headquarters 1233 West Loop South Suite 810 Houston, TX 77027 USA 34 © 2011 Net. IQ Corporation. All rights reserved. +1 713. 548. 1700 (Worldwide) 888. 323. 6768 (Toll-free) info@netiq. com Net. IQ. com http: //community. netiq. com

This document could include technical inaccuracies or typographical errors. Changes are periodically made to the information herein. These changes may be incorporated in new editions of this document. Net. IQ Corporation may make improvements in or changes to the software described in this document at any time. Copyright © 2011 Net. IQ Corporation. All rights reserved. Active. Audit, Active. View, Aegis, App. Manager, Change Administrator, Change Guardian, Compliance Suite, the cube logo design, Directory and Resource Administrator, Directory Security Administrator, Domain Migration Administrator, Exchange Administrator, File Security Administrator, Group Policy Guardian, Group Policy Suite, Intelli. Policy, Knowledge Scripts, Net. Connect, Net. IQ, the Net. IQ logo, PSAudit, PSDetect, PSPassword. Manager, PSSecure, Secure Configuration Manager, Security Administration Suite, Security Manager, Server Consolidator, Vigil. Ent, and Vivinet are trademarks or registered trademarks of Net. IQ Corporation or its subsidiaries in the United States.