1. technology and computing

Autonomic Service Management
Overview
Introduction to IPsoft
New York
Chicago
Stockholm
Austin
London
San Francisco
Amsterdam
Founded in 1998, built on a vision that the infrastructure of tomorrow will be managed not by
people, but by expert systems
Tokyo
IPsoft have created an autonomic (self learning) technology platform which can remove over
50% of the human tasks from IT management
Frankfurt
We use our technology, backed by ITIL aligned service governance processes, and our
methodology of continuous improvement, to deliver remote IT management as a service
Bangalore
Our round the clock operational delivery centres are spread over three continents and operate
as a Global Virtual NOC. Over 1 Million devices and applications being managed today
Oslo
Key clients in the Service Provider marketplace have adopted our expert system technology to
underpin their operations
A
Sydney
What we do
Offer a cost effective service for monitoring, managing and remediating issues across the whole IT
infrastructure.
Technology
• Over three dozen integrated applications spanning the ITIL v3 stack.
Key functions include:




Monitoring
Event correlation
Incident management
Escalation




Automatic problem identification and impact analysis
Autonomic runbook based triage (Virtual Engineer)
6-sigma governed staff management
Change management / request fulfillment
Virtual engineers :
• Remediating exceptions
• Intelligently escalating for higher level resolution
• Carrying out IVR based interactions with customers and IT suppliers
• Flexible API for integration with 3rd party ticketing and monitoring systems
Processes
• IT Governance framework systematically ensuring adherence to processes and SLAs.
• Six-sigma feedback loop driving customer satisfaction
• Transparency into environments and activities carried out by autonomic agents and human engineers
People
• Ongoing development and refinement of autonomic agents by Continual Service Improvement Team
• Better staff utilization and work assignment/classification
Example – Reduction in manual effort
Outcome
22%
Incident
Reduction
Incident
Correlation
6211
Incidents
Correlated
Auto Diagnosis
L2
14,519
41,407
Classified
Incidents
(after event
correlation)
26,829
32,210
Valid
Incidents
Auto
Diagnosed
Incidents
Incidents
Auto
Resolved
5590
17,691
5,381
Incidents
Manual Triage
Typical number of
incidents fixed
per service tier
prior to IPsoft
Cost
Saving
Auto Resolution
10352
L1
Incident
Resolution
39%
9,197
L3
24844
45%
- Manual intervention by engineer
- IPsoft automation reducing manual effort
Incidents
Manually
Resolved
L3
7133
L2
4968
L1
Typical number of
incidents fixed
per service tier
after IPsoft
Sample Technology Supported
Tier
Technology Supported
Services Provided
Check Point, Cisco, ArcSight, Juniper, Entrust,
BlueCoat, ISS, RSA, nCircle, eEye, SafeNet,
McAfee, Symantec, Trend Micro, Sophos
• Firewall & Anti-Virus /UTM Monitoring & Management
• IDS, IPS, Vulnerability Scanning & Pen Testing
• Outbound & Reverse Proxy Servers (SSL VPNs)
• Security Event Management & Audit Compliance
Oracle Financials, PeopleSoft, Lawson, JD
Edwards, Custom Processes, ATG Commerce,
Batch Processes
• Custom Process Management, Support/Helpdesk
• Business Application implementation
• Disaster Recovery Planning
• Operating Process Review
Tomcat, WebLogic, OAS, WebSphere, IIS, Jboss,
ATG, MQ, Tibco
• Custom Application Monitoring / Management
• Application Server & Data Migration
• Middleware Capacity & Performance Management
• Change Management & Code Deployment
Oracle, DB2, Sybase, MySQL, MS SQL
• Database Management and Monitoring
• Database Capacity planning / Performance
• DB Architecture / Data Modeling
Solaris, RedHat Linux, Windows, AIX, HP-UX,
iSeries/AS400
• Full Monitoring & Management
• Patch management
EMC, Hitachi, Network Appliance, IBM, Dell
EqualLogic, HP, Cisco Nexus & MDSMS Windows,
MS Office, Exchange, Lotus Notes, Adobe,
Productivity Suite
• Provisioning, Monitoring & Support
• Deployment & Allocation
• Performance and Capacity Management
Cisco, F5, Juniper, Riverbed, Bluecoat, Nortel,
Avaya
• WAN/LAN Monitoring & Management
• VoIP, Unified Communications, Contact Center
• Application Acceleration
MS Windows, MS Office, Exchange, Lotus Notes,
Adobe, Productivity Suite
• Global Service Desk
• End-User Application Support
Level 1, 2, & 3 Support Services
Service
Operation
Service
Transition
Application
Business Logic
Cont. Service
Improvement
IPsoft ITIL-Aligned Managed Services
Service
Design
Security
Middleware
Database
OS & Virtualization
Storage
Network & Voice
Service Desk
Out-Tasking Event + Incident Management
A shared service to provide event
and incident management. This
includes monitoring, event
filtering and categorization to
decide appropriate actions to
manage incidents lifecycle and
return the IT service to users
within contracted service levels.
“IPsoft is the clear leader
in selling highly
automated event and
incident management
services ”
Recent Successes
Database Automation Services
• Supporting BAML Database Infrastructure
• Integrated with BAML Tools
• Over 30% Impact of Automation within 6 Months
Private Cloud Management
• Main ITO Platform and Private Cloud Orchestration
• Driving Toward Firm Wide Platform
• 3 IPcenter Instances Live within 4 Months Driving Automation
IT Operations Transformation
• Leveraging IPsoft to drive Operational Improvements
• Replacing Existing Tools Like Tivoli
• Achieving over 55% productivity gains in IT Operations
Cisco Remote Operations Services – Fully Outsourced
• Faster incident resolution: Over 82% Resolution by Automation
• Enhanced network performance and availability
• Increased profitability with lower cost to the end customer than achievable in-house.
IPcenter Autonomic Platform
Powered by Virtual Engineers
A real-time portal, providing fully transparent access to the service delivery process.
IPcenter principles
• End-to-End Automation: IPcenter provides a
consolidated end-to-end automation
framework for Level 1 and Level 2 activities,
driving unique operational efficiencies.
• Algorithmically Enforced Process Engineering:
IPcenter has the automated operational
processes embedded within it to drive all core
operational activities and capture or eliminate
variances.
• Consolidated Framework: IPcenter is a
consolidated toolset designed to encompass all
facets of IT operations. Yields >32% efficiency
gains. [Gartner]
8
Benefits to Customer
Key Benefits
• Reduction in operating costs = increased margin:
Reduced reliance on L1 and L2 engineers allowing for cost savings in
operational delivery 30%-35% in year 1
• 56% on average of incidents autonomically resolved
(as high as 90% of Level 1 incidents) without human intervention
• Better Customer Service:
Significant reductions in Mean Times to Respond and Resolve
• Reduction of human error:
Consistent, predictable outcomes free from human error
• Comprehensive IT Service Management Platform:
Completely integrated suite of over three dozen applications spanning the
entire lifecycle of IT management.
• Quicker deployment:
Accelerated deployment of new environments to monitoring and
management. Implement across large enterprise customers in less than 90
days.
• Sold as a service
No hefty upfront license fees or capital expenditure. Per device/per level of
support
Commercial Models
• Managed Service
– Cost saving vs current operational costs
– Price based on # of managed assets
• Automation as a Service
– Price based on level of automation
– Price per automated task (% of cost of manual execution)
• IPcenter Platform
– Capital cost plus usage charge (per CI)
– Management and support fee
– Automation engineering fee
ITIL-Aligned Service Delivery Stack
Summary
• Achieve average of 30-35% reduction in cost in IT Operations compared with
alternative approaches.
• There is NO need to incur a hefty upfront CAPEX investment with IPsoft. We are a
service provider offering an OPEX model with a pay-per-use pricing structure.
• There will not be any burden of learning a new product / toolset nor having to
team of engineers just to maintain or manage the toolset.
• Designed to resolve your issues and pain points so that you can focus on your
business. 60% reduction in mean time to resolution.
• Achieve higher efficiency. On average 56% resolution (90% Level 1) meaning huge
reductions in the numbers of resources required for incident management.
• End to end ITIL aligned continuously improving service management which forces
the rigor and discipline and rapid results to your business
• Single point of accountability across the entire IT infrastructure. People, Process
and Product.
Illustration – Traditional Support for 450 CIs
Tools
Applications
Security
Network
Database
OS
Level 1
Server
Storage
Production
Level 2
Service Management Tool Platform
Level 3
Cost Per
Year
DR
Monitoring, Ticketing & CMDB
$200K
Ops Mgr
Technology
Specialists
Service &
Support
Specialists
Application
Web
Security
Database
Voice & Network
Unix
Unix
Windows
Windows
DBA
Sys Admin
Sys Admin
Operators
Operators
24 x 7 x 365
$300K
$250K
$200K
$600K
$1.55M
Autonomic Service Management for 450 CIs
IPcenter
Tools
Applications
Security
Network
Database
OS
Level 1
Server
Storage
Production
Level 2
Service Management Tool Platform
Level 3
Cost Per
Year
$0
Ops Mgr
Technology
Specialists
Application
Web
Security
Database
Voice & Network
Unix
Unix
Windows
Autonomic
Support
Level 0-2
$300K
$250K
$130K
$520K
DR
24 x 7 x 365
$350K savings per year for 60% reduction in Mean Time To Resolution (MTTR)!
$1.2M
Platform as a Services in Your Premises (PaaS)
IPcenter can be leveraged as a standalone offering.
Partners
provides level
2-3 engineers
IPsoft
provides
process,
technology
and CSI
support
IPsoft has
eBonding /
APIs to avoid
“Rip &
Replace” of
the current
invested tools
Examples:
Netcool,
OpenView,
Oracle Grid,
BMC, CA, etc...
IPcenter Roadmap
Key Differentiators & Statistics
Consolidated Governance (IPcenter)
• 32%
efficiency gains - Gartner
Autonomics (Virtual Engineer)
• 30-35%
• 60%
reduction in operational support costs
reduction in mean time to resolution
Automation (Expert Systems)
• 56% incidents resolved with no human intervention
• Millions
of devices under management
Unmanned NOC (Virtual Manager)
• 96% positive client satisfaction rating
Less than 1,000
engineers
managing over a
million devices
compares to IT
services companies
typically employ at
least 10,000 staff
managing the same
amount of devices.
Autonomic Platform Services
→
→
→
IPcenter can be leveraged as a standalone offering.
Your People
→ Your Staff
→ IPsoft Virtual Engineer
Our Process
→ ITIL v3 Alignment
→ IPsoft Continual Service
Improvement Engineers
Our Technology
→ Universal Governance Portal
→ Shared Workflow Management
→ Multi-tenant Environment
→ Integration Leveraging Existing
Tooling Investments
→ Autonomic Learning Engine
Customer IT
IPautomata Engine
IPcenter Platform
ipcenter.customer.com
Integration
Your Environment
→ Application Business Logic
→ Middleware
→ Database
→ OS & Virtualization
→ Storage
→ Network & Voice
IPsoft
Customer IT
Continual Service Improvement
→
Monitoring Tools
Ticketing Tools
Customer Environment
CMBD
Self-Learning & Self-Healing Example
IPcenter Service / SOA Bus
WAN / VPN
IT Infrastructure
& Applications
IPmon
Send alert to IPradar
Error 308989
Vendor Management
SERVER SLOWS DOWN
End user call
Service Desk
IPradar
Automaton
Matched
IPautomata
Matcher
IPautomata
Executioner
1.
2.
3.
4.
IPim
tickets
Incident
Mgt.
IPcmdb
IPautomata
Designer
Resolved without human
Onsite
Engineers
Otherwise, escalate to higher level
Resolved
by L2-L3
Engineers
IPcmdb
IPpm
Problem
Mgt
IPmanager
IPcc
Skill
Based
Routing
Virtual
Engineer
IPautomata
Store
Increase swap space
Kill rogue process
Remove DB locks
Otherwise escalate
Manual Problem Fixing
CSI Team include new resolution in Automation
Over 1,000
Qualified L2-3
Engineers
CSI
Reducing the Incident Lifecycle
Traditional Approach
Typical incident handling
methods require many
manual steps, even when
using standard IT service
management tools, that
negatively impact reaction
and resolution times.
Typical Incident Handling
Alerts begin
Typical Incident Handling
15 Min: Engineer acknowledges alerts
15 Min: Runbook consulted
25 Min: Engineer walks through runbook
15 Min: Engineer escalates runbook





Engineer must make decisions
Manual Processes
Time to Log into each host
May require escalation
Long perceived outage
15 Min: Escalation engineer evaluates
15 Min: Issue Corrected
Incident Lifecycle/Perceived Outage: Almost 2 hours
IPsoft Approach
IPsoft’s expert systems
dramatically reduce the
Mean Time to Respond,
qualify, correlate, analyze,
and remediate incidents,
significantly reducing the
Mean Time to Resolve and
improving availability.
IPsoft Autonomic Incident Handling
Alerts begin
0-5 Min: Automata fixes
1-5 Min: Outage as perceived by end users
1 Min: Incident Tickets Updated
1 Min: IPescalate invoked
15 Min: Escalation engineer evaluates
15 Min: Issue corrected
Incident Lifecycle: 35 mins

Instant Automated Response

Removal of Manual Processes

Mitigated Variance/First Time Right Response

Improved Time to Respond

Lower Time to Resolution

Higher Quality

End Result – Predictable Business Outcomes

Ensuring Better Service to End Users
Client Results
Subscribe as a Service Remotely (RIM)
Cost Per
Year
US$,000
Based on managing 809 network devices
In-house management effort and tools
1,000
200
Monitoring tool maintenance
100
Service desk tool maintenance
100
Configuration tool maintenance
200
Ongoing service portal
Integration & maintenance
(ITIL Compliance)
Remote
Infrastructure
Management (RIM)
Level 1 Management
Subscribe
to IPsoft @
$60 per
device per
month
Resources for
level 1 management
400
12-18 months
3 months
Implementation
Timeframe
Some of Our Clients
Partners & Service
Providers
Sample Customers
Over 1,000,000 critical IT devices under management
Traditional IT Support Stack
FTE Requirement
IT Support Stack
Platform
Storage
Messaging
Database
Application
Network & Communications
Technology
Specialists
Level 2
Level 3
Leadership & Governance
Service &
Support
Specialists
Level 1
Vendor Management
Change Management
Problem & Incident Management
Service Desk
Transforming IT Support Through Autonomics
FTE Requirement
IT Support Stack
Autonomic
Support
Platform
Storage
Messaging
Database
Application
Network & Communications
Autonomic Assistance at Level 2/3
Level 1
Fewer
Technology
Specialists
Level 2
Level 3
Leadership & Governance
Full Autonomic Support at Level 1
IT that learns
Contact Details
John McKay – Concert iCT
+ 612 9959 4334
jmckay@concertict.com