Infrastructure Monitoring Maturity: Modeling Technology, Process, & Culture
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In an era when many IT organizations are transforming themselves from cost centers into business enablers, the maturity of an organization’s approach to infrastructure monitoring becomes critical. The IT operations team must move beyond ad hoc monitoring and embrace an approach that actively optimizes the infrastructure for business innovation and agility. A maturity model for infrastructure monitoring offers enterprises guidance on how to achieve that goal. These slides - baesd on the webinar featuring Shamus McGillicuddy, senior analyst at leading IT analyst firm Enterprise Management Associates (EMA), and Scott Frymire, director of marketing at SevOne - examine: - The functional capabilities that are required of a mature monitoring platform - The cultural and process-oriented aspects of a mature IT operations team - SevOne’s product-agnostic, five-stage maturity model for infrastructure monitoring
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Infrastructure Monitoring Maturity: Modeling Technology, Process, & Culture
- 1. Infrastructure Monitoring Maturity: Modeling Technology, Process and Culture August 14, 2015 Shamus McGillicuddy Senior Analyst EMA @ShamusEMA Scott Frymire Director of Content Marketing SevOne @scottfrymire
- 2. Today’s Presenters Slide 2 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.
- 3. Slide 3 Logistics for Today’s Webinar • An archived version of the event recording will be available at www.enterprisemanagement.com • Log questions in the Q&A panel located on the lower right corner of your screen •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 • A PDF of the PowerPoint presentation will be available Questions Event recording Event presentation
- 4. Infrastructure Monitoring Maturity: Modeling Technology, Process and Culture August 14, 2015 Shamus McGillicuddy Senior Analyst EMA @ShamusEMA
- 5. The Three Pillars of IT Maturity Slide 5 © 2015 Enterprise Management Associates, Inc. The IT organization is all about its people and how they work Technology, process and culture are intertwined EMA PERSPECTIVE: IT monitoring maturity assessment comprises three core elements Technology What kinds of tools are you using? Are they isolated? Integrated? Processes How do you use those tools? How do you collaborate? Culture How does IT view itself? How does IT view the business? How does business view IT? All three must advance
- 6. The Stages of IT Monitoring Maturity Slide 6 © 2015 Enterprise Management Associates, Inc. From Firefighters to Business Leaders > Reactive Infrastructure Management > Active Operational Management > Proactive Service-Oriented Management > Dynamic Business-Driven Management
- 7. The Stages of Maturity: Reactive Infrastructure Management Slide 7 © 2015 Enterprise Management Associates, Inc. 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
- 8. The Stages of Maturity: Active Operational Management Slide 8 © 2015 Enterprise Management Associates, Inc. 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 A SERVICE- CENTRIC MANAGEMENT APPROACH EMERGES
- 9. The Stages of Maturity: Proactive Service-Oriented Management Slide 9 © 2015 Enterprise Management Associates, Inc. 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
- 10. The Stages of Maturity: Dynamic Business-Driven Management Slide 10 © 2015 Enterprise Management Associates, Inc. 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
- 11. Measuring Monitoring Maturity Progress Slide 11 © 2015 Enterprise Management Associates, Inc. Management Tool Focus > Element-centric > Domain-centric > Infrastructure-centric > Focus on applications, business services and business advantage Event Response > Heroes and firefighters > Replaced with automation > Heroes become domain experts focused on planning and optimization Relationship Between Operations Center and Help Desk > Culture and technology gap closes > Process integration across the two groups
- 12. ASSET MANAGEMENT Measuring Monitoring Maturity Progress Slide 12 © 2015 Enterprise Management Associates, Inc. > Segregated domains > Total infrastructure view focused on performance • IT service chargebacks and accounting become possible RELATIONSHIP WITH THE BUSINESS > IT as a back-office cost center • Clients as adversaries/idiots > Customer service focus > Service liaisons emerge from network operations and/or help desk • Speak language of the business • Focus on strategic service planning
- 13. © SevOne, Inc. All Rights Reserved.© SevOne, Inc. All Rights Reserved. Advancing Service Quality A 5 Stage Maturity Model for Infrastructure Monitoring
- 14. © SevOne, Inc. All Rights Reserved.
- 15. © SevOne, Inc. All Rights Reserved.
- 16. © 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
- 17. © SevOne, Inc. All Rights Reserved.
- 18. © SevOne, Inc. All Rights Reserved. CHARACTERISTICS OF A MATURE MONITORING STRATEGY
- 19. © SevOne, Inc. All Rights Reserved. #1 – It’s All About Service Assurance
- 20. © SevOne, Inc. All Rights Reserved. #2 – Can Handle Volume, Variety, Velocity of Data Metric-to-Flow Metric-to-Log
- 21. © SevOne, Inc. All Rights Reserved. #3 – High Levels of Interoperability and Automation CMDB + Service Mgmt Perf Mgmt !!! Security Service Mgmt Performance Mgmt
- 22. © SevOne, Inc. All Rights Reserved. #3 – High Levels of Interoperability and Automation Performance Mgmt Collection Configuration CONTROLLER Analyzed, Normalized Data and Events DATA CENTER
- 23. © SevOne, Inc. All Rights Reserved. #4 – Tie Performance to Financial Impact VS
- 24. © SevOne, Inc. All Rights Reserved.
- 25. © SevOne, Inc. All Rights Reserved.
- 26. © SevOne, Inc. All Rights Reserved.
- 27. © SevOne, Inc. All Rights Reserved. Early Results from the Online Assessment Have no service definition or awareness (focus on component monitoring only)78% 81% 64% Have not integrated their monitoring tools with any other systems for automating processes Say correlation of data is nearly impossible because reports span multiple tools
- 28. © SevOne, Inc. All Rights Reserved. Learn More info.sevone.com/maturitymodel Learn more & access report at www.enterprisemanagement.com Learn more about leading IT analyst firm, Enterprise Management Associates (EMA) www.enterprisemanagement.com