Tivoli Users Group IBM Service Management Service Availability and Performance Management (SAPM)

1. Tivoli Users GroupIBM Service ManagementService Availability and Performance Management(SAPM) John Kogel, VP of Tivoli SAPM Development

2. Agenda • Challenges and Opportunities • IBM Service Management • Service Availability and Performance Management

3. 50 45 40 35 30 25 20 15 10 5 0 Annual Operating Costs Are Out Of Control Physical Server InstalledBase (Millions) Worldwide IT Spending on Servers, Power, Coolingand Management/Administration SpendingUS$(B) Power and Cooling Costs Server Mgt and Admin Costs New Server Spending IDC, 2008

4. Fractional Availability Improvements Are Important Financial Impact of Downtime Per Hour Example: Financial Services Company • $300B assets, 2500+ branches, 15M customers • Retail banking, loans, mortgages, wealth management, credit cards • CRM System – branches, financial advisors, call centers, internet • Number of users – 20,000+ Sources: ITG Value Proposition for Siebel Enterprise Applications, Business case for IBM System z & Robert Frances Group

5. Requiring a shift in how IT is managed Managing resources vs. managing services Old Thinking… New Thinking… IT manages IT resourcesthat support “the business” IT manages servicesthatdrive business results 5

6. Service Availability and Performance Management - What Does It Mean to Be Smarter? • Monitoring Agents and probes, Discovery sensors, • Event Management • Aggregation and reporting • Warehousing and Performance Analytics • Tivoli Enterprise Portal, Tivoli Integrated Portal and Tivoli Common Reporting • Service Delivery Process Automation New Data Sensors and Metering Event Processing + Real Time Data Integration Real Time + Historical Data New Insights Data Modeling & Analytics Process Innovation Visualization & Decisions New and Optimized Business Processes 6

7. A unified service management platform Delivering a common user experience built on a common infrastructure

8. Unmatched Relational Value… Process Automation Integrated Visualization & Navigation Consolidated user interface with launch in context across IBM tools and 3rd party views. Integrated Security Tivoli Integrated Foundation Common platform for cross-product integration, processes, & task / runbook automation. Secure single sign-on across products. Common Data Warehouse Open Reporting Ecosystem Out of the box and custom reports leveraging IBM data warehouse and 3rd party data sources. Stores IBM and 3rd party event, performance, & business data for predictive analytics. Only Tivoli has the integrated & extensible foundation to mange across Tivoli & 3rd Party 8

9. Service Availability and Performance Management VisibilityVisualize service performance and health across all network, server, middleware and application components. Business ServiceManagement ControlIncrease effectiveness and productivity, reduce errors and improve availability through consolidated tooling. Shared & Integrated Services Application Performance Management Performance Management AutomationKeep costs under control as all aspects of infrastructure grows with integrated policy-based automation. Consolidated OperationsManagement

10. ITCAM for RT - ITCAM for RTT - ITCAM for ISM Omnibus TBSM, Impact, SQM ITM ITM for Virtual Servers SAPM Portfolio Business Services Management Event Management ITCAM for Transactions Omegamon & Netview ITCAM for Applications ITM for Microsoft App’s ITCAM for SOA ITM ITM for Virtual Servers ITM for Domino ITM for Databases ITM for Applications ITCAM for WR OMEGAMON XE for Messaging ITM for Microsoft OS ITM for SQL ITM for Exchange ITM for Active Directory ITCAM for WR (IIS) OMEGAMON for .NET OMEGAMON XE for zOS OMEGAMON XE for IMS OMEGAMON XE for CICS OMEGAMON XE for CTG OMEGAMON XE for DB2 PM/PE OMEGAMON XE for Storage OMEGAMON XE for Mainframe Networks OMEGAMON XE for zVM and Linux on System z ITCAM for SOA ITCAM for Web Resources OMEGAMON XE for Messaging ITM for Servers Green Energy Agent ITM Agent Builder

11. Integrated and Shared Services Management Platform Integration for all platforms (Linux, zOS, etc..) Integration for all applications (SOA, J2EE, etc…) Integration for transactions Integration for IT and non-IT assets (energy, MFP) CONTROL - Tivoli Data Warehouse (TDW) Tivoli Common Security Common Serviceability (Health) VISIBILITY - Tivoli Enterprise Portal (TEP) Tivoli Common Reporting (TCR) Common Analytics for Planning (ITPA) AUTOMATION - Situations, Event Consolidation and Correlation Take Action and Workflows Integration with CMDB, SRM, etc Customers & End-users Transactions • Increasingly Complex & Dynamic: • Distributed & Mainframe • SOA & Virtualization • Voice, Video & Data Networks • Power & Heat • IT & Smart Business Assets

12. Tivoli Enterprise Portal User Tivoli Common Reporter Introduction to IBM Tivoli Resource MonitoringHigh Level Architecture View Tivoli Business Services Mgr • Tivoli Enterprise Portal (TEPS) provides visualization • Tivoli Data Warehouse (TDW) provides historical data storage • Hub Tivoli Enterprise Management Server (TEMS) provides management • Remote Tivoli Enterprise Management Servers provide scalability (RTEMS) • Managed Servers can be monitored via agent or agentless technology • The “ITM for” technology is based on agent and agentless technology • ITM 6.2.1 provides operating system agentless monitoring as well as Universal Agent or Agent Builder agentless monitoring • ITM 6.2.2 introduces stateless autonomous agent monitoring that can run agentless or agent based monitoring TDW Hub Tivoli EnterpriseManagement Server Omnibus Situations and Thresholds Remote Tivoli Enterprise Management Servers OS Agentless Universal Agent / Agent Builder Agentless Agentless Agent Agent Agent Agent Agent “Managed Servers”

13. Introduction to IBM Tivoli Resource MonitoringTivoli Enterprise Portal (TEP) – Historical lock on the Incident • Historical Navigation is a time-based incident investigation mode. • When an incident, such as a performance issue arises, the adminstrator ‘locks time’ across multiple workspaces to allow an investigation of what happened during a specific time range. • This allows fasterroot cause identifyand isolate • This improvesavailability andmean-time-to-recovery • This works acrosstime zones • No customizationis required. • Quickly returnedto normal view

14. Tivoli Common Reporting • Converge around an incredibly simple launch point for reports, where users can see what is available and use it with no training • Provide an effective way to deliver and share reports and reporting ideas, and find the set of content that gives the greatest value • Focus the individual reports on quality of information and value, not on the quantity of reports available • Provide consistency of the content and enable linkage between reports for best analysis flow, even if they cross individual product boundaries Direction - Integration with Cognos based reporting within TCR – introduced middle of 2010

15. Tivoli Common Reporting Product Content Storage distribution • Improve capacity planning Availability Pattern Asset Lists Resource Utilization 16

16. Proactive Events for Capacity Monitoring Leverage collected data to spot trends and highlight emerging concerns • A seamless extension to ITM 6 • Uses existing ITM agents • Derive new metrics using arithmetic expressions • Automated Events for predictive alerts • Predictive trending and forecast reports • Out of the box reports for distributed systems • Fully Extensible • Supports the Universal Agent and Agent Builder

17. Introduction to IBM Tivoli Resource MonitoringDynamic Thresholds – Higher Availability Dynamic Thresholds can calculate baseline values using one of several statistical functions based on historical data from the Tivoli Data Warehouse and/or agents This allows tracking deviations from the norm as predictors of future problems • Automated definitions with + or – variations • Proactive warning for abnormal behavior occurring during non-peak periods • Scripting can provide automated updates when changes take place • No automated approach to define • No warning of abnormal behaviors prior to peak periods • No flexibility in the monitoring environment Fixed Threshold Dynamic Threshold defined with baseline

18. Agent Builder: Wizard-Driven Configuration for extending Monitoring • Wizard guides you through developing an agent • Create a single agent for availability, log monitoring, and performance metric gathering • Create agent-based or agentless monitors • OPAL (Open Automation Library • Best Practices Wiki

19. Reduce Cost of Ownership • Reduce Time to deploy and maintain common components and agents • Improve Servicability • MOSWOS for TDW in 6.2.1 • MOSWOS for TEMS in 6.2.2 • MOSWOS for remaining components in 7.1 • Improve User experience • Deliver new Web 2.0 experience based on task analysis, collaborative expert advice, and integrated analysis

20. Remote Deploy Re-Factoring Field Results – UPMC V6.2.1 IF1 Deploy • 1641 Agents Deployed • Total Elapsed Deploy Time:6.5 Hours over 3 Days • 6 Different Agent Types • NT • LZ • UX • UX IF1 • UL-LZ • UL-UX I would also like to say that the ITM Remote deployment process has come a long way. Being able to upgrade our complete production environment in a few days was a major achievement which we never thought would have been possible. Imran Paniwala - University of Pittsburg Medical Center

21. ITM Recent Releases • ITM 6.2.2 (Sept 2009) • Agent Autonomy • Granular Data Warehouse Collection • Built-In Predictive Analytics • Visual Baselining • ITPA bundling • Workspace Gallery • Agent Management Services • TIP Integration • Agent Builder Features in v6.2.1.1 and v6.2.1.2 • ITM 6.2.1 (4Q 2008) • Remote Agentless Monitoring • Base lining and Dynamic Thresholding • Moving toward autonomous agents • Faster Deployment (up to 75% Faster) • Situation Grouping • 64 bit support throughout platform

22. Anticipating Virtualization ChallengesWhen a virtual environment has a problem, where did it originate? • Visual and Control an integrated virtualization stack • Consolidated Applications Interact in unexpected ways • Tivoli Enables Monitoring at Every Level • Virtual Topologies Integrated into the Entire Portfolio Application Database AIX Linux Virtual Resources Virtual Resources Logical Partition Virtual Machine Hypervisor Physical Resources

23. Application Performance Management

24. ITCAM for RT - ITCAM for RTT - ITCAM for ISM Omnibus TBSM, Impact, SQM ITM ITM for Virtual Servers Add OMEGAMON to slide SAPM Portfolio Business Services Management Event Management ITM ITM for Virtual Servers ITM for Domino ITM for Databases ITM for Applications ITCAM for WR OMEGAMON XE for Messaging ITM for Microsoft OS ITM for SQL ITM for Exchange ITM for Active Directory ITCAM for WR (IIS) OMEGAMON for .NET ITCAM for SOA ITCAM for Web Resources OMEGAMON XE for Messaging ITM Agent Builder

25. Understanding the customer experience… understanding the cause of performance problems Response Time Measurement (Passive and Active) Monitors transaction performance and identifies end-user problems 0.97sec 1.31sec 0.21sec 0.01sec 3.71sec 0.89sec 0.32sec Transaction Tracking Correlate data from app server, MQ, CICS, IMS and custom instrumentation to show topology and isolate problems Deep Dive diagnostics Launch in context to SME capabilities including SME level tracking within specific domain

26. ITCAM for TransactionsTransaction Tracking Topology Asynchronous transactions Synchronous transactions Red “hot spot” indicates botteneck

27. Deep-dive diagnostics • Launch in context into appropriate SME tool via dynamic workspace links • Launch destinations depend on type on data source. E.g: • MQ -> OMEGAMON XE for MSG • WAS -> ITCAM for WS • CICS -> OMEGAMON for CICS • IMS ->OMEGAMON for IMS • Where appropriate, will drill down to specific workspace (ie. In MQ, Queue Manager drilldown links to the Queue Manager Status Workspace for the specific Queue Manager). ITCAM for Transactions OMEGAMON XE for Messaging