Gerenciamento de Datacenter com foco na experiência do usuário

Apresentação em tema: "Gerenciamento de Datacenter com foco na experiência do usuário"— Transcrição da apresentação:

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2 Gerenciamento de Datacenter com foco na experiência do usuário

3 Desafios da área de TI Isso é familiar?
“Mais uma reunião para encontrar a causa de um problema” “Enxurrada de alarmes e tickets do service desk.” Main Point: These are some of the challenges and concerns that you and I have discussed – and they are common among many organizations. Details: It is hard to find and fix problems when an important business service slows down or goes down. IT staff is flooded with alerts. – lembrar da questão integracao SD com SOI para perceber a relação do incidente com o serviço crítico. There is little understanding about how particular services are at risk. IT is too reactive and spends too much time troubleshooting problems. Does this sound familiar? “Não se sabe o quanto os serviços estão sob risco?” “Tempo valioso gasto em busca das causas dos problemas”

4 As consequências da abordagem tradicional na operação da TI
54% Dos problemas nos serviços são detectados primeiro pelos usuários 82% Das áreas de TI recorrem a reuniões conjuntas (salas de crise) para diagnosticar problemas referentes a desempenho dos serviços 80% Dos recursos de TI são para encontrar e resolver problemas. Main Point: Today, we are going to discuss how to you can overcome those challenges ....How you can transform IT Operations to more effectively and efficiently assure the reliability of your IT-based business services. These numbers illustrate why transformation is necessary. Details: On average, across hundreds of organizations, 54% of service problems are first detected by users. This results in IT Operations constantly fighting fires: being reactive, not proactive. On average, 82% of IT organizations conduct meetings and conference calls to find root cause of service incidents and problems. This delays resolution, impacts the business and impacts IT productivity because it diverts IT staff from their assigned projects. On average, 80% of IT resources are focused on maintaining service quality. Wouldn’t you like to see a greater portion of your IT resources devoted to new projects and adding value to the business? Conclusion: The source of this gap is the inability visualize service delivery end-to-end and use automation to quickly pinpoint the sources of service impact. Fonte: Jim Frey, vice presidente de pesquisa, Enterprise Management Associates

5 Gerenciamento de Serviços de TI uma abordagem inovadora e moderna
Informações reunidas de diversas fontes de monitoramento para visualizar, analisar e garantir a qualidade dos serviços entregues aos usuários. A área de operações de TI evolue do monitoramento de tecnologia para o monitoramento do serviço do negócio. Main Point: CA Service Operations Insight is an innovative solution that uses information from your IT monitoring tools to: Visualize your business services in real time Analyze service impact and assure the reliability and quality of the services that you deliver to internal and external customers. Details: To design this solution, we tapped our best engineers and intellectual property from application performance, infrastructure and IT service management across our organization. Benefits: Our customers say that this helps them transform IT Operations: from a technology monitoring focus to business service focus to be more aligned with their business and more efficient in assuring service quality

6 Visão fim-a-fim para os quatro públicos
Visão única de serviços de TI GESTORES OPERAÇÕES APLICAÇÕES INFRAESTRUTURA End-to-End coverage while being Optimized for 4 strategic users Event Management to Business Service Management Open standards based platform leveraging web services among other APIs Service Assurance Targets four key users: Executives expect real time business and technical health status on critical business services. Level 1 operations teams manage loads of alerts, alarms, and tickets, and need a way to gauge health, quality, and risk of critical business services. When issues occur, they need tools to quickly triage, dispatch, and close incidents. Level 2 application support needs capabilities for real time monitoring, triage, and diagnosis of mission critical business transactions. Level 2 infrastructure support needs capabilities for real time monitoring, triage, and diagnosis of physical & virtual servers, networking equipment, and databases. Each of these four users require unique features and visualizations from service assurance. Our strategy is to offer four products targeted at these distinct user centers. Continuação Main Point: Our customers say that this helps them transform their IT Operations and processes across the entire IT organization to a higher level of excellence, efficiency and IT Maturity. Details: Groups and different roles across your IT organization can share this web-based dashboard to: have a common view of services coordinate and prioritize actions according to service status and priority CA Service Operations Insight integrates tools used by these teams to consolidate information and trigger service desk ticketing, notifications, escalations, alert synchronization and workflow automation. Benefit: CA Service Operations Insight helps you align IT Operations with your business AND transform to the next-generation Operations Center, focused on business service reliability and quality.

7 GERENCIAMENTO DE SERVIÇOS DE TI
Gerenciamento de Serviços de TI visão unificada para levar à colaboração através das disciplinas GERENCIAMENTO DE SERVIÇOS DE TI DESEMPENHO INCIDENTES FALHAS APLICAÇÕES ATENÇÃO: NESSE SLIDE COLOCAR AS FUNCIONALIDADES DE CADA ÁREA PARA FALAR SOBRE A EXPERIÊNCIA DO USUÁRIO [EM APM]? ----- Continuação: Main Point: The solution has 4 capabilities that help you transform IT. Details: Integrates data from all your monitoring tools into a single pane of glass for enterprisewide event correlation Provides a single point of control and escalation for all events and alerts Lets you see how your services are being delivered end-to-end Triggers actions to improve time-to-resolution of service problems Benefit: Let’s look at the benefits. Main Point: Our customer’s see three main benefits from this solution. Benefits: Operations can prioritize and take actions based on business impact versus lower-level technology alerts. Operations finds root cause and resolves service issue much faster Operations Level 1 staff solves more problems, communicates with the business better and frees Level 2 and 3 staff to do more added-value work

8 Caso de Sucesso

9 PRODEB Missão | Prover soluções com Tecnologias de Informação e Comunicação para a gestão governamental e o pleno exercício da cidadania. Foco de atuação em atender às expectativas de agilidade, flexibilidade e universalização através da atuação como integradora de produtos e serviços de TIC.

10 PRODEB Quantidade de funcionários: 700 Quantidade de clientes: 100
Quantidade de aplicações críticas: 10 Quantidade de links: 3.000 Quantidade de servidores: 900 Quantidade de sites web: 800

11 FIPLAN Sistema Integrado de Planejamento, Orçamento e Finanças
Desenvolvido pela Cepromat. Customizado pela Prodeb. Equipe de 120 desenvolvedores. Utilizado por todo o Estado Gestores: Sefaz e Seplan Desenvolvimento, suporte, hospedagem, treinamento: Prodeb

12 Principais desafios Dificuldades na identificação de problemas e gargalos nos sistemas podendo levar horas para chegar à real causa de um problema. Carência de uma visão de gestão de alto nível com a saúde dos serviços em tempo real.

13 Principais desafios Relacionamento entre infra, aplicação e experiência do usuário: - 20 servidores de aplicação - 2 servidores de relatórios - 2 servidores de LDAP - Banco de dados - Transações da aplicação - Experiência do usuário

14 Projeto Gerenciamento de Serviços
2010 Processo de mudanças 2011 Processos de incidentes, problemas e configuração 2013 Processos de capacidade, monitoramento, catálogo de serviços e requisições Gerenciamento de Infraestrutura Gerenciamento de Desempenho de Aplicações Gerenciamento de Fluxos TCP/IP 2014 Gerenciamento de Serviços de TI

15 Case Prodeb Transformação para uma visão orientada a serviços
Evolução Monitoramento da infraestrutura de TI Mapeamento de processos baseados no ITIL Monitoramento do desempenho das aplicações Gerenciamento de serviços de TI Fases Visão completa e integrada de serviços críticos (SOI): aplicações infraestrutura Priorização de escalonamentos e ações baseados em serviços Integração de TI e negócios com a mesma visão Transparência através da organização Implementação do CA Application Performance Management (APM) Experiência dos usuários Comportamento das transações Componentes das aplicações Falhas (CA Spectrum) Desempenho (eHealth) Fluxos TCP/IP (NFA) Monitoramento de toda a infraestrutura Implementação dos processos de mudanças, incidentes, problemas, configuração, capacidade, catãlogo e requisições Atributos Processos Infraestrutrua Aplicação Serviço

16 Case Prodeb Arquitetura
Gerenciamento de Infraestrutura Gerenciamento de Serviços de TI Gerenciamento de Performance de Aplicações OMDB

17 Visão de Serviços FIPLAN
--- Falar do Expresso. Conceitos: Qualidade: Risco: Saúde: May 10, [Presentation Title] Copyright © 2010 CA

18 Visão de Serviços FIPLAN
Transmissão Serviço FIPLAN Virtualização Serviços Banco de Dados [Click] CA Technologies is a leading IT management software and solutions company operating globally in virtually every major IT market. Our products enable customers to automate, manage and secure IT environments and deliver more flexible IT services. #1 management Software Vendor according to Forrester Research 30+ years in business managing complex heterogeneous environments $4.5 billion annual revenue and strong profits ~$500 million and ~5,000 people annually designing and supporting software Customers in virtually every country, including majority of Forbes Global 2000 Ranked among the top 50 Greenest US companies LAN/WAN Transações JVM’s May 10, [Presentation Title] Copyright © 2010 CA

19 Visão de Serviços Aplicação
Transações [Click] CA Technologies is a leading IT management software and solutions company operating globally in virtually every major IT market. Our products enable customers to automate, manage and secure IT environments and deliver more flexible IT services. #1 management Software Vendor according to Forrester Research 30+ years in business managing complex heterogeneous environments $4.5 billion annual revenue and strong profits ~$500 million and ~5,000 people annually designing and supporting software Customers in virtually every country, including majority of Forbes Global 2000 Ranked among the top 50 Greenest US companies JVM’s May 10, [Presentation Title] Copyright © 2010 CA

20 Visão de Serviços Expandindo a visão de serviço
Camada Web [Click] CA Technologies is a leading IT management software and solutions company operating globally in virtually every major IT market. Our products enable customers to automate, manage and secure IT environments and deliver more flexible IT services. #1 management Software Vendor according to Forrester Research 30+ years in business managing complex heterogeneous environments $4.5 billion annual revenue and strong profits ~$500 million and ~5,000 people annually designing and supporting software Customers in virtually every country, including majority of Forbes Global 2000 Ranked among the top 50 Greenest US companies May 10, [Presentation Title] Copyright © 2010 CA

21 Alarmes que estão gerando o maior impacto no serviço
Visão de Serviços Fim a Fim e Root Cause Linha apontando o Root Cause Como pode ser visto na imagem, um dos servidores estava fora porém ele fazia parte de um cluster e o serviço ficou degradado porém funcional. [Click] CA Technologies is a leading IT management software and solutions company operating globally in virtually every major IT market. Our products enable customers to automate, manage and secure IT environments and deliver more flexible IT services. #1 management Software Vendor according to Forrester Research 30+ years in business managing complex heterogeneous environments $4.5 billion annual revenue and strong profits ~$500 million and ~5,000 people annually designing and supporting software Customers in virtually every country, including majority of Forbes Global 2000 Ranked among the top 50 Greenest US companies Alarmes que estão gerando o maior impacto no serviço May 10, [Presentation Title] Copyright © 2010 CA

22 Exibindo os detalhes do alerta para análise
Visão de Serviços Detalhes de Alerta [Click] CA Technologies is a leading IT management software and solutions company operating globally in virtually every major IT market. Our products enable customers to automate, manage and secure IT environments and deliver more flexible IT services. #1 management Software Vendor according to Forrester Research 30+ years in business managing complex heterogeneous environments $4.5 billion annual revenue and strong profits ~$500 million and ~5,000 people annually designing and supporting software Customers in virtually every country, including majority of Forbes Global 2000 Ranked among the top 50 Greenest US companies Exibindo os detalhes do alerta para análise May 10, [Presentation Title] Copyright © 2010 CA

23 Incidente na experiência do usuário
Visão de Serviços Alerta nas transações de negócio Incidente na experiência do usuário [Click] CA Technologies is a leading IT management software and solutions company operating globally in virtually every major IT market. Our products enable customers to automate, manage and secure IT environments and deliver more flexible IT services. #1 management Software Vendor according to Forrester Research 30+ years in business managing complex heterogeneous environments $4.5 billion annual revenue and strong profits ~$500 million and ~5,000 people annually designing and supporting software Customers in virtually every country, including majority of Forbes Global 2000 Ranked among the top 50 Greenest US companies Alarme correlacionado ao incidente, indicando lentidão no tempo de resposta da transação May 10, [Presentation Title] Copyright © 2010 CA

24 Visão de Serviços Alerta no servidor de aplicação
Incidente no servidor de aplicação (JVM) [Click] CA Technologies is a leading IT management software and solutions company operating globally in virtually every major IT market. Our products enable customers to automate, manage and secure IT environments and deliver more flexible IT services. #1 management Software Vendor according to Forrester Research 30+ years in business managing complex heterogeneous environments $4.5 billion annual revenue and strong profits ~$500 million and ~5,000 people annually designing and supporting software Customers in virtually every country, including majority of Forbes Global 2000 Ranked among the top 50 Greenest US companies Alarme correlacionado ao uso de memória da JVM May 10, [Presentation Title] Copyright © 2010 CA

25 Visão de Serviços Incidente na experiência dos usuários
[Click] CA Technologies is a leading IT management software and solutions company operating globally in virtually every major IT market. Our products enable customers to automate, manage and secure IT environments and deliver more flexible IT services. #1 management Software Vendor according to Forrester Research 30+ years in business managing complex heterogeneous environments $4.5 billion annual revenue and strong profits ~$500 million and ~5,000 people annually designing and supporting software Customers in virtually every country, including majority of Forbes Global 2000 Ranked among the top 50 Greenest US companies May 10, [Presentation Title] Copyright © 2010 CA

26 Lista de usuários afetados no incidente
Visão de Serviços Incidente na experiência dos usuários Lista de usuários afetados no incidente Lista dos grupos de usuários e a quantidade de usuários contida em cada grupo

27 Visão de Serviços Mobile

28 Projeto Gerenciamento de Serviços
PRODEB Benefício: A companhia passou a ter um raio-x em tempo real de seus serviços, conseguindo ter uma visão fim a fim, incluindo aplicação e infraestrutura.

29 Um pouco sobre a Vectra 20 anos no mercado de TI;
Especializada em gestão de serviços de TI; Larga experiência em gestão de redes governamentais e privadas – infovias e datacenters; Preocupação contínua com a qualidade na prestação dos serviços.

30 35+ $4.6 CA ANOS GERENCIANDO AMBIENTES COMPLEXOS DE TI
INVESTIMENTO ANUAL DE MAIS DE $600 MILHÕES EM DESENVOLVIMENTO DE SOFTWARE 35+ $4.6 BILHÕES ANUAIS DE RECEITA E LUCRO SÓLIDO EXPERIÊNCIA EM CLIENTES PÚBLICOS NO BRASIL Mais de 35 anos gerenciando ambientes complexos compostos de mainframe e distribuido

31 Obrigado Daniel Gomes – daniel. gomes@vectracs. com
Obrigado Daniel Gomes – Fábio Sant’anna – Carlos Eduardo –