IBM ECM System Monitor - Cenit Best Practices
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In this presentation you will see how you can leverage IBM ECM System Monitor to tame the content chaos in order to protect your knowledge workers' productivity and maximize your end customer’s experience. Meet your service levels for your ECM applications by automating the application health monitoring of your entire ECM ecosystem, not just the core ECM engines. Enable your administrators to be proactive to avoid business disruptions.
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IBM ECM System Monitor - Cenit Best Practices
- 1. MAXIMIZE SERVICE QUALITY FOR IBM ECM ROLAND MERKT SVP SYSTEMS MANAGEMENT
- 2. FACTS AND FIGURES ABOUT CENIT +43trainees or dual-study university students 628employees Cenit AG Publicly listed since 1998 1988 Established in Stuttgart Long-term partnerships with leading IT enterprises such as IBM SAP Dassault Systèmes 628 employees 515 37 35 17 20 4 Sales 121.5 mill. € Equity ratio 59.6% EBIT 10.6 mill. € as at: 31.12.2015 4/6/2016 CENIT Company Presentation 2 5subsidiary companies world-wide 9 office locations in Germany
- 3. AGENDA What does an outage cost? How do I maximize my service quality? What is the Business Value? How do I get there? Live Demo Next steps
- 4. HAS THIS EVER HAPPENED TO YOU? 4/6/2016 4 ECM DOWN LOB DOWN ECM ADMINS GET BLAMED FIREFIGHTING
- 5. SHOULDN‘T THIS BE THE STANDARD? 4/6/2016 5 ECM AT RISK FULL CONTROL – AVOID IMPACT
- 6. SO WHAT IS THIS ALL ABOUT? 4/6/2016 6 There’s not much use in closing the barn door after the horse has left
- 7. GO ON AS USUAL? 4/6/2016 7 +70% of problems reported by enduser, not detected by admins Firefighting takes time Business user downtime REALITY Lost productivity and revenue in Business Units Customer satisfaction down Brand reputation damaged CIO NIGHTMARES (CIO MAGAZINE 2/2015) High costs for problem determination and resolution High downtime costs in business units Poor customer service IMPACT “80% of outages impacting mission- critical services will be caused by people and process issues.” HW clusters won’t help here! Source: Configuration Management for Virtual and Cloud Infrastructures – Ronni J. Colville and George Spafford, Gartner ROOT CAUSES
- 8. HIGHER VALUE FOR ECM INVESTMENT 4/6/2016 8 Without ECM health monitoring No visibility Time-consuming troubleshooting Impact on business productivity With ECM System Monitor Insight – faster problem resolution Prevention of outages Reduced impact on end users MAKE A DIFFERENCE! Source: U.S. Bancorp Presentation at IBM Insight conference – Las Vegas, October 2014
- 9. AGENDA What does an outage cost? How do I maximize my service quality? What is the Business Value? How do I get there? Live Demo Next steps
- 10. IBM ECM SYSTEM MONITOR – 4 PILLARS OF VALUE 4/6/2016 10 Proactive ECM health monitoring ECM engines and middleware Picture perfect overview Automated alerting SINGLE POINT OF CONTROL Error causes and corrective actions Customer-specific extension Create your own instructions KNOWLEDGE BASE Automate mundane routine work Respond to events Health analysis of ECM systems Custom tasks TASK AUTOMATION Analyse historic events – trending Quality management Capacity planning Charge back REPORTING & ANALYTICS
- 11. HOW DOES IT LOOK LIKE? 4/6/2016 11 Overview Console ICN Integration OVERVIEW CONSOLE CONTENT NAVIGATOR PLUG-IN EVENT CONSOLE
- 12. SINGLE POINT OF CONTROL – ENTIRE ECM BUSINESS SERVICE 4/6/2016 12 Repositories & Capture FileNet, Content Manager 8 and Content Manager OnDemand, PIE Datacap FULL IBM ECM PLATFORM COVERAGE Case – Case Manager & Foundation, BPM € ILG – Content Collector, Enterprise Records Middleware & Infrastructure Application & Web Server, Database, LDAP Server and Storage Custom Monitoring 3rd Party Applications, e.g. Input / Output Management Custom Applications, e.g. Import Tools
- 13. MONITORING KPI AND EVENTS OF ECM APPLICATIONS 4/6/2016 13 ECM Engines Availability of Middle- ware & Infrastructure Accessability of ECM applications Functional Monitoring Custom Java Applications Perfor- mance Document Search Logon Capacity ObjectStores Queues Monitor Values Logfile Entries Errors & Alerts Service Quality
- 14. ANALYTICS IN ECM PLATFORM OPERATIONS 4/6/2016 14 Availability Quality, e.g. search performance Identification of weak spots Transparency for LOB SERVICE LEVEL ANALYSIS Forecast future growth patterns Performance metrics – degradations Capacities – identify bottlenecks METRICS & TRENDS Accounting for ECM services Cost-by-cause principle Using real metrics Based e.g. on storage usage CHARGE BACK ADHOC & SCHEDULED REPORTS
- 15. IBM ECM SYSTEM MONITOR – ARCHITECTURE 4/6/2016 15 Dedicated Management Server process events / analytics Agent on managed systems, databases and z/OS remotely SERVER & AGENTS IT Operations & Incident Management Event forwarding via standards logfile, command, API, SNMP, SMTP INTEGRATION IT SERVICE MANAGEMENT
- 16. AGENDA What does an outage cost? How do I maximize my service quality? What is the Business Value? How do I get there? Live Demo Next steps
- 17. BETTER BUSINESS OUTCOMES 4/6/2016 17 Higher service quality Prevention of outages Better customer experience Risk mitigation PROTECT PRODUCTIVITY&CUSTOMER EXPERIENCE Automated alerting Faster and simpler troubleshooting Automates daily routine activities Reduced # Trouble Tickets COST SAVINGS Integration into enterprise ITSM IT Operations watch ECM 24x7 Standard solution Best currency with ECM applications SIMPLIFY DAILY OPERATION OF ECM PLATFORM HAPPY ADMINISTRATORS, USERS, CUSTOMERS
- 18. CUSTOMER SUCCESSES – FILENET & CASE MANAGER 4/6/2016 18 ESM manages +200 FileNet servers and 3rd party applications & end user experience −Reduction of ECM incidents by 55% −Increase ECM availability to 99.99% −Risk mitigation and compliance w/ audits −Better perception by business users US INSURANCE COMPANY ESM manages +80 FileNet, Case Manager and Datacap servers w/ +20 custom applications −Better service quality and customer experience −Automation of response to incidents −Monitoring of end user response times integrated into ESM LARGE BANK IN US
- 19. CUSTOMER SUCCESSES – CM8 4/6/2016 19 ESM manages CM8 on z/OS and UNIX −Protects service quality for 66000 users in +350 cooperative banks −Manages entire document management chain – cross platform, including TSM −Risk mitigation and compliance w/ audits −Better perception by business users FIDUCIA GAD, GERMANY ESM manages CM8 provided to insurance and banking customers −Better service quality higher customer satisfaction −Cost savings & analytics for better planning −Protection of brand reputation EVRY, NORWAY
- 20. CUSTOMER SUCCESSES – LOCALLY DISTRIBUTED SYSTEMS 4/6/2016 20 ESM manages +90 FileNet servers in +10 countries for business units across Asia, Africa and Europe −Central operation of distributed systems −Reduction of ECM incidents −Increased ECM availability −Better customer experience MULTINATIONAL BANK ESM manages +40 FileNet and Datacap servers for multiple group companies −Central operation of distributed systems −Better service quality and customer experience INSURANCE IN NORTH AMERICA
- 21. AGENDA What does an outage cost? How do I maximize my service quality? What is the Business Value? How do I get there? Live Demo Next steps
- 22. TAILORED TURNKEY IMPLEMENTATION Best Practices Customer Specific Analysis & Conception 4/6/2016 22 FunctionalityESM Servers & Agents Installation & Configuration Integration Admin Training Fine Tuning Monitor Thresholds Logfile Filtering Options Custom Monitoring End User Service Quality Ongoing Support & AMS Project
- 23. AGENDA What does an outage cost? How do I maximize my service quality? What is the Business Value? How do I get there? Live Demo Next steps
- 24. SUMMARY Cenit AG LOB Productivity Customer Experience Maximize Business Outcomes 4/6/2016 24 ECM Applications Middleware & Infrastructure Custom Applications Integration ITSM & IT Operations USPs Functional Monitoring Analytics Compliance IT Audits & Reporting ECM System Monitor
- 25. AGENDA What does an outage cost? How do I maximize my service quality? What is the Business Value? How do I get there? Live Demo Next steps
- 26. NEXT STEPS 4/6/2016 26 Requirements Analysis −What shall be monitored? −How many systems? TAILORED TO YOUR NEEDS Solution Scenario −Implementation Approach −Costs for Software & Services Management Presentation
- 27. WHY NOT? ROLAND MERKT SVP EIM Systems Management Phone: 248 276 8540 r.merkt@cenit.com Cenit North America, Inc. 691 N. Squirrel Road, Suite 275 Auburn Hills, MI 48326, USA www.cenit.com
- 28. AGENDA BACKUP SLIDES IBM ECM SYSTEM MONITOR SERVICETRACER FOR END USER EXPERIENCE
- 29. GENERIC MONITORING CAPABILITIES OF ESM 4/6/2016 29 Monitoring scripts (>500 monitoring scripts for functional monitoring) Log file / DB-Tables / Event Log / Syslog – permanent reading and analysis of logging sources IBM System Manager Listener API – real-time monitor FileNet P8, CM8, OnDemand and other IBM ECM API’s Command Line Tools (OS, other applications, etc) Database (DB specific tools as well as JDBC) JMX (Java Management extension / MBeans) HTTP / HTTPS Webpage Web Services LDAP (JAAS) Monitoring Windows Management Instrumentation (WMI) SNMP (Simple Network Management Protocol) TOOLS ECM SPECIFIC GENERIC
- 30. FILENET P8 & CASE MANAGER – EXAMPLES 4/6/2016 30 Availability and status of all ECM Engines & Components Listener API Log files Ping Pages Database Health & Statistics Application Server Health & Statistics FileNet CPE − Object Store Performance & Statistics − File Store − Publishing Queue Entries − Advanced Storage − Sweep Framework − Automatic Thumbnail generation − Transcription requests − Activity Stream − Publishing requests − CEBIT − Process Queues Content Search Services − # of CSS index requests of an Object Store − Indexing errors − CBR Queue Monitoring & Statistics − CSS Statistics, e.g. # Docs in Queues or Queue Sizes, # Docs added, … Case Manager − Case Manager Status & P8 components connected − Case status for all or a list of defined cases − Solution status & task status Content Navigator & Sync Server − Status & Ping Pages − Listener Metrics − ICN Database Health & Statistics Application Engine/WPXT – Communication and Connectivity IN GENERAL CPE CASE & ICN
- 31. DATACAP & ILG – EXAMPLES 4/6/2016 31 Taskmaster, Taskmaster Web & Rulerunner − Datacap Status − Datacap Database Status and Thresholds − Datacap Log Entries (Log files and Windows Eventlog) Listener Metrics, e.g. − # of processed pages per minute (performance) − # of queued pages (not yet processed pages) − Batches created / grabbed / released − Querys Application Service − Running RRS (RuleRunnerService) − TaskmasterLogin − Clients APT − Clients connected / disconnected Content Collector for Mail − Status & Availability − Log files − # of objects not indexed yet − # of objects indexed, but not moved final location − # of archived mail objects − # of instances of mail objects Content Collector for Files Content Collector for SAP − ICC4SAP Archive Status − ICC4SAP Process − ICC4SAP Server Status Enterprise Records eDiscovery Manager − Workmanager Status − Taskfinder Status − Requested Tasks Status − CMS Connection Status (to CM8 or P8 CE) − Task Statistics − Total time for processing − # of docs in search task − # of docs processed − # of docs not processed − Average docs processed per second DATACAP CONTENT COLLECTOR RECORDS & DISCOVERY
- 32. IBM CONTENT MANAGER – EXAMPLES 4/6/2016 32 Availability and status Database − Status & Usage − Details − NetSearch Extender Errors − NetSearch Extender File Systems (Working and Index Directories) Connectivity - Resource Manager Heartbeat Services & Processes − Library Server Monitor Service − NetSearch Extender Processes Log files − icmserver.log − ICMSTSYSADMEVENTS (Database table) − ICMSTITEMEVENTS (Database table) Database – Status, Usage & Details Volume Space – 7 Device Managers − Filling level − Online Status − Cross-check WebSphere AS − RM Service Status − RM App Status (icmrm & snoop) − http Status − JMX Monitoring Services & Processes − RM File Systems − Migrator, Replicator, Purger and Stager for each CM8 instance Log files: Migrator, Replicator, Purger and Stager Logs Enterprise Records eDiscovery Manager − Workmanager Status − Taskfinder Status − Requested Tasks Status − CMS Connection Status (to CM8 or P8 CE) − Task Statistics − Total time for processing − # of docs in search task − # of docs processed − # of docs not processed − Average docs processed per second LIBRARY SERVER RESOURCE MANAGER ADD-ONS & ICN
- 33. IBM CONTENT MANAGER ONDEMAND – EXAMPLES 4/6/2016 33 CMOD Archives − Database Status, Usage and Details (Statistics, Logspace, Rollback Segments, etc.) − Services & Processes − System Logging Entries - SL2 table Logon Status & Performance Document Retrieval Time Group Add Count & Size Group Query Status & Time Report Loaded Status & Time Resource Retrieval Time CMOD Full Text Search (FTS) − Status Server − FTS Knowledge Base for SL2- related log entries Statistics CMOD System & User Error CMOD Web Applications − Application Status (WEBi, Admin GUI) − JMX Monitoring (JVM parameters like HeapSize, Connections, Threads, etc) WAS Log files − Web Application Server Status Log file − Web Application Server Error Log file CMOD Tasks − Status OnDemand Services / Processes − Start and Stop OnDemand Services / Processes Accumulator: Requested Volume (in MB) Listener metrics − Queue duration − Cache retrieves / Cache stores − Activity − Login duration − Retrieve duration Listener events − Retrieves − User cache stores / User cache retrieves − Logins / Logoffs − Queries − Stores Content Navigator & Sync Server − Status & Ping Pages − Listener Metrics − ICN DB Health & Statistics LIBRARY SERVER OBJECT SERVER & TASKS LISTENER & ICN
- 34. SYSTEMS & MIDDLEWARE – EXAMPLES 4/6/2016 34 SLA Monitoring (% of ‘critical’ monitor instances defined that work as expected) Statistics Monitoring (calculation of average, minimum, maximum or sum for selected monitors) DB Monitoring (Availability, Filling rates, Connection Status, Thresholds, etc.) SQL Performance Monitoring (DB logon and execution time of SQL queries) LDAP Connection Monitoring JMX Monitoring of App Servers and Servlet Engines HTTP / HTTP Status and Content of web pages CPU usage and CPU use per process or group of processes Memory usage and memory use per process or group WMI & SNMP RMI Server status Network (netstat, Port check, NFS, ping status and period) File system / Windows partition monitoring Processes and Services File monitoring Listener Instrumentation for Custom Java Apps Custom Monitoring − Numeric Monitors − Alphanumeric Monitors − Log file Adapter Existing Scripts used as − Custom monitor − Custom task FUNCTIONAL WEB & SYSTEM CUSTOM MONITORING
- 35. EXAMPLES FROM OUR CUSTOMERS 4/6/2016 35 Counting down days until a certificate expires File count of a folder where a process creates/deletes dynamic subfolders within it CUSTOM MONITORS Get the oldest batch in a BES folder Check an application ID in the LDAP directory for expiration or lockout Look through the Windows application log for recent installations Event manipulation – replace cryptic logfile messages with understandable content so that a less experienced administrator can take corrective actions CUSTOM TASKS Kill the highest CPU process on a server Restart multiple services in a specific order Restart a service and force quit the underlying process if necessary Conducted by customers using generic monitors and logfile adapter of ESM Easily create your own custom monitors and tasks, e.g. automated response to events Clean up temporary files in a directory based on a database lookup Look up an email address based on username and send a preformed email
- 36. AGENDA BACKUP SLIDES IBM ECM SYSTEM MONITOR SERVICETRACER FOR END USER EXPERIENCE
- 37. SERVICETRACER – MONITORING OF END USER EXPERIENCE 4/6/2016 37 Health Check for frontend applications cross locations Reference measurement in Data Center AVAILABILITY Response times for typical use cases Influence from network performance Measurement on GUI level – see performance from user perspective SERVICE QUALITY Automate mundane test activities Function testing in daily operation Regression & load testing before applying changes to production Fail-over testing TEST AUTOMATION Fast and simple configuration in UI No coding required – can be done by ECM administrators Integration into ESM and ITSM EASE OF USE
- 38. SERVICETRACER – UNIQUE AND SIMPLE 4/6/2016 38 Robot in DC & user locations Cross frontends and locations – like end user Measure performance on GUI level Service Tracer Client Image Pattern Recognition Service Reporting Adhoc and automated Multi-client Workflow Editor Configuration on GUI Simple and fast Network time Error tracing Network Tracer Service Tracer
- 39. COVER THE ENTIRE SW LIFECYCLE 39 USAGE COSTS How can I save operational costs? Is there a way to improve the service quality? How do I test my new applications for service quality? How do I prepare my IT operations to run it? What growth rates do I have to expect (resources, capacity)? How can I guarantee service quality (uptime and performance)? How can I ensure service quality when preparing the replacement? 4/6/2016
- 40. HOW DOES IT LOOK LIKE? 4/6/2016 40 WORKFLOW EDITOR IMAGE PATTERN RECOGNITION DASHBOARD REPORTING
- 41. BENEFITS OF MONITORING END USER EXPERIENCE 4/6/2016 41 Proactive monitoring of service quality Cross frontends for all ECM use cases Cross locations FULL INSIGHT INTO IBM ECM HEALTH Extremely ease to use € Automated reporting (SLA, audits) Automated testing Functional testing Improve Change Management Better Business Outcome Productivity of Knowledge Workers End customer experience Cost savings in Operations and App Development