Closing the Visibility Gap | How to Combine Application & Infrastructure Monitoring to Accelerate IT Transformation

1. 3/30/2 017 Oracle Confidential – Internal/Restricted/Highly Restricted 1 Closing the Visibility Gap How to Combine Application and Infrastructure Monitoring to Accelerate IT Transformation 1Copyright eG Innovations | www.eginnovations.com3/30/2017

2. Logistics • Please submit your questions at any time during the webinar using the questions panel on the GoToWebinar client • This webinar is being recorded. All attendees will receive a link to the recording in a few days. • A copy of this presentation is posted on SlideShare: http://www.slideshare.net/eginnovations 3/30/2017 Copyright eG Innovations | www.eginnovations.com 2

3. Today’s presenter… John is an IT veteran with more than 30 years of executive experience, half dedicated to IT service management. As CEO and Principal of MyServiceMonitor he assisted clients in adapting service lifecycle processes by leveraging eG Enterprise. He went on to assignments with ThirdSky and VMware, and has numerous industry certifications including ITIL Expert and DevOps. John has more than a decade of experience helping customers leverage monitoring intelligence as a key enabler of IT transformation. 3/30/2017 Copyright eG Innovations | www.eginnovations.com 3 Mobile: 201.826.1374 john.worthington@eginnovations.com

4. Today’s Agenda • About eG Innovations • ITSM, DevOps and IT transformation • Monitoring in a transformation context • eG Innovations, ITSM and DevOps • Demo • Q & A 3/30/2017 Copyright eG Innovations | www.eginnovations.com 4

5. eG Innovations is a provider of enterprise-class performance management products that provide complete visibility across every layer and every tier of dynamic & complex, cloud, virtual and physical IT environments to reliably deliver mission-critical business services. Worldwide Locations About eG Innovations 3/30/2017 Copyright eG Innovations | www.eginnovations.com 5

6. Why People Come to Us… • 75% of IT organizations are suffering from degraded business applications – IDC Research • 70% of the time, IT organizations learn about performance problems from end-users – Gartner • 31% of performance issues take more than a month to resolve or are never resolved - Forrester 3/30/2017 Copyright eG Innovations | www.eginnovations.com 6

7. The eG Innovations Difference 3/30/2017 eG Innovations 7 “To effectively manage applications, today’s products have to combine a top-down, transaction level approach with a bottom-up, device level approach. Few products were specifically designed from scratch to do this, and eG Enterprise is one that was. eG Enterprise captures and correlates a complete, multi-dimensional business service view.” – Enterprise Management Associates

8. Evolution of Our Product Suite • Universal Agent • Automatic thresholding • Automated diagnostics (root-cause) • Web transaction monitoring • Integration console • Service topology map • Auto correlation based on dependency maps • 360° visibility into VM performance • Industry first virtualization-aware auto-diagnosis • Broadest virtualization coverage • User experience monitoring • Transaction tracing • Code level visibility 2001 Unified Monitoring 2005 Business Service Management 2008 Virtualization • SaaS Option • Public/Private/Hybrid cloud support 2014 Cloud 2016 APM

10. Monitoring, ITSM and ITIL© • Monitoring is closely related to ITIL©’s Event Management – Detect events, make sense of them and determine control action • Event Management provides the trigger for many other ITIL© processes 3/30/2017 Copyright eG Innovations | www.eginnovations.com 10 From an ITIL© perspective, this is what eG automates In most enterprises today, the underlying IT processes are based on the ITIL framework

11. DevOps • DevOps is a professional movement that encourages a collaborative working relationship between development and IT operations – Results in accelerated flow of planned work – Simultaneously improves resiliency, reliability and security of production infrastructure • Directly addresses typical conflicts in many IT organizations – Time-to-market vs. Production availability 3/30/2017 Copyright eG Innovations | www.eginnovations.com 11

12. Comparing ITSM/ITIL© and DevOps 3/30/2017 Copyright eG Innovations | www.eginnovations.com 12 ITIL© DevOps Service Design Service Transition Service Operation Plan & Build Release Operate LEAN: DevOps seeks to optimize flow across the lifecycle SIX SIGMA: ITIL seeks to optimize underlying processes While we often speak about IT transformation in terms of a journey, it is less about going from one place to another than it is about making the whole greater than the sum of its parts. Monitoring is shifting left

13. ITSM, DevOps and IT Transformation • ITSM is about changing mindsets – achieving a services orientation • DevOps is about culture shift – collaboration, feedback and continuous learning 3/30/2017 Copyright eG Innovations | www.eginnovations.com 13 Transformational Change1 • Wake-up call • Changes in mindsets, culture • Greatest degree of uncertainty Transitional Change • Programs / Implementation (business & human objectives met) • Boundaries may be uncertain • Significant stakeholder management Developmental Change • Projects / Installation (on-time, on- budget, technical objectives met) • Process adaptation & improvement 1Change Leader’s Handbook Transformation requires an integrated approach to people, process and tools

14. Process & Service Owners Managers Practitioners ITSM, DevOps and People 3/30/2017 Copyright eG Innovations | www.eginnovations.com 14 Service Design Service Transition Service Operation Plan & Build Release Operate ITIL© DevOps DevOps organizations will seek to structure around capabilities and is more dynamic; i.e., ‘Team of Teams’ ITIL structures emphasizes cross-functional processes and services Business Capability Teams Product Owner Designer Developers Testers Shared Services Teams Service Owner Deployment Staff Testers Engineers IT Operations Management Application Management Infrastructure Management Ops Control / Facilities Mgt Service Desk

15. ITSM, DevOps and Process 3/30/2017 Copyright eG Innovations | www.eginnovations.com 15 Service Design Service Transition Service Operation Plan & Build Release Operate ITIL© DevOps Non-Production Services Collaboration Continuous Delivery Pipeline (Build, Test & Release Automation) Production Services Case Mgt Procedures Variable, Unique i.e., ChatOps Incident Mgt Problem Mgt Change Mgt Knowledge Management Processes Predictable, Repeatable i.e., Event Management

16. ITSM, DevOps and Tools 3/30/2017 Copyright eG Innovations | www.eginnovations.com 16 Service Design Service Transition Service Operation Plan & Build Release Operate ITIL© DevOps Tool Chains Source Code Management Continuous Integration Package Repository Install / Configure Cloud Orchestration ITSM Suites ITIL© Conformance Incident | Request Fulfillment | Problem | Knowledge | Change Release & Deployment | Service Asset & Configuration | Service Catalog

18. Monitoring, visibility & transparency • Effective monitoring accelerates the DIKW cycle • DevOps’ amplifying and accelerating feedback is dependent on effective monitoring 3/30/2017 Copyright eG Innovations | www.eginnovations.com 18 Making End-to-End IT Services Visible: Integrating Monitoring and Event management with the Service Lifecycle ©Third Sky, Inc.

19. Monitoring in a transformation context • All stakeholders use monitoring information, but we tend to drown in data! • Lack of information results in poor visibility, which leads to poor transparency, which leads to a lack of trust • Effective decision making is highly dependent on timely information and knowledge 3/30/2017 Copyright eG Innovations | www.eginnovations.com 19 1Why Decisions Fail, P.Nutt Decision Techniques1

20. Visibility & transparency needed NOW • It is not enough to simply have all data available in a single view (although it helps). • It is also not enough to transform the data to information in the form of reports (although that helps too). • IT must be able to take vast amounts of real time data and go beyond information to provide IT staff with the knowledge of what actions to take without the need for experts or expensive bridge calls. 3/30/2017 Copyright eG Innovations | www.eginnovations.com 20

22. eG Innovations, ITSM and DevOps • We will analyze this from two perspectives 1. A lifecycle perspective – ITSM lifecycle – DevOps lifecycle 2. An IT transformation perspective – People – Process – Tools 3/30/2017 Copyright eG Innovations | www.eginnovations.com 22

23. ITSM Lifecycle & IT Infrastructure Monitoring 3/30/2017 Copyright eG Innovations | www.eginnovations.com 23 • Separate from APM • Monitoring of servers, virtualization, cloud, databases, Citrix/VDI, storage, … • Understand how infrastructure bottlenecks impact the user experience • Automatic correlation across infrastructure tiers provides immediate insight into bottlenecks enabling the fastest possible remediation Service Design Service Transition Service Operation ITIL© ITIL© does not directly address application development

24. DevOps Lifecycle & APM Solution for Web Applications • Traditionally separate from infrastructure monitoring • Mainly focused on web apps • APM provides continuous visibility into how application code issues are affecting the user experience • Real-time tracing of each business transaction, recording of performance metrics at every stage Plan & Build Release OperateDevOps APM does not directly address infrastructure1 1 Gartner

25. eG Innovations, ITSM and DevOps • We will analyze this from two perspectives 1. A lifecycle perspective – ITSM lifecycle – DevOps lifecycle 2. An IT transformation perspective – People – Process – Tools 3/30/2017 Copyright eG Innovations | www.eginnovations.com 25

26. IT Transformation perspective: eG & People 3/30/2017 Copyright eG Innovations | www.eginnovations.com 26 • Alarm Viewers – Service Desk Staff, Monitor Users; perform alarm management • Monitor Users – All stakeholders; role-specific dashboards and reports • Service Level Managers, Business Relationship Managers, Product Managers, Application Developers, Infrastructure Engineers • Service Level Managers, Business Relationship Managers, Product Managers, Application Developers, Infrastructure Engineers • Monitor Users – All stakeholders; role-specific dashboards and reports • Alarm Viewers – Service Desk Staff, Monitor Users; perform alarm management • eG Engineer (Administrator) – Systems Administrator, Level 2/3 Support, Infrastructure Engineer, Platform Engineer, DevOps Engineer OPS User Management, Agent Management, Console Admin, DB Admin, Dashboards, Reporting & Analytics • eG Consultant (Designer/Developer) – Release Manager, QA Analyst, Application Developer, Tester, DevOps Engineer DEV Component/Test Design & Development, Dashboards, Reporting & Analytics

27. IT transformation perspective: eG & Process 3/30/2017 Copyright eG Innovations | www.eginnovations.com 27 Service Design Service Transition Service Operation Plan & Build Release Operate ITIL© DevOps Non-Production Services Collaboration Continuous Delivery Pipeline (Build, Test & Release Automation) Production Services Case Mgt Procedures Variable, Unique i.e., ChatOps Incident Mgt Problem Mgt Change Mgt Knowledge Management Processes Predictable, Repeatable i.e., Event Management Real-Time End-To-End Visibility Real-Time End-To-End Visibility Systems of Innovation Systems of Differentiation Systems of Record Metrics (Test Results) Metrics (Alarms) eG Enterprise converged application and infrastructure monitoring easily accommodates bi-modal IT operations

28. IT transformation perspective: eG & Tools 3/30/2017 Copyright eG Innovations | www.eginnovations.com 28 Service Design Service Transition Service Operation Plan & Build Release Operate ITIL© DevOps eG Enterprise integrates with ITSM Suites and DevOps tool chains Orchestration Engine (process) Service Desk (trouble ticketing) Comprehensive Reporting & Trending Orchestration Engine (cloud) Task Automation (ChatOps) Reporting & Analytics Integration Console eG Manager Custom Measurements and Tests

29. A Classic Transformation Challenge... • eG Enterprise is a Service monitor! 3/30/2017 Copyright eG Innovations | www.eginnovations.com 29

30. eG, ITSM, DevOps and IT Transformation • ITSM is about changing mindsets – achieving a services orientation • DevOps is about culture shift – collaboration, feedback and continuous learning 3/30/2017 Copyright eG Innovations | www.eginnovations.com 30 Transformational Change1 • Wake-up call • Changes in mindsets, culture • Greatest degree of uncertainty Transitional Change • Programs / Implementation (business & human objectives met) • Boundaries may be uncertain • Significant stakeholder management Developmental Change • Projects / Installation (on-time, on- budget, technical objectives met) • Process adaptation & improvement 1Change Leader’s Handbook Investments here must be supported by customers and eG Partners They drive Value Of Investment (VOI) Rapid Return On Investment (ROI)

31. Why Converge? • APM alone is not sufficient, neither is IPM alone • Converged solution facilitates true root- cause diagnosis • Minimizes learning curve • Enhances operational efficiency • Ensures user satisfaction & productivity Closing the Visibility Gap Accelerate IT Transformation with Converged Application and Infrastructure Monitoring 3/30/2017 Copyright eG Innovations | www.eginnovations.com 31

33. Monitoring, Transformation & Best Practice • Transformational change requires more than visibility; transparency is a basis of trust • Transparency requires knowledge; knowledge must be shared across the service lifecycle • ITSM’s focus tends to be on Prod; DevOps’ tends to be on Non-Prod; both are needed • Services are the means of delivering value; applications are not the same as services • Service provides the context for automated diagnosis and business impact • Automated diagnostics can improve transparency; you don’t have to fly blind!

34. Services are a means of delivering value User Experience Management | Total Performance Visibility Code to Bare Metal | Any Cloud Deployment Model Pre-Emptive Alerting | Automated Diagnosis Right-Sizing & Capacity Planning Internal/External Customer-Facing IT Services Traditional Application Monitoring Traditional Infrastructure Monitoring Application Stack Full End-to-End Service Stack

35. Questions Please submit your questions at any time during the webinar using the questions panel on the GoToWebinar client 3/30/2017 Copyright eG Innovations | www.eginnovations.com 35

36. For More Information • More Details – http://www.eginnovations.com/freetrial • Send an Email – Info@eginnovations.com • Call Us – +1 (866) 526 6700 3/30/2017 Copyright eG Innovations | www.eginnovations.com 36

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