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Topics
Introduction ITIL Operational KPIs QA Checks
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Introduction
People
Process
Tools
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ITIL Overview
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Problem Management
Change Management
Event: any detectable or discernible occurrence that has significance to the management of the IT infrastructure. Proactive detection of anomalies Proactive detection of element health Solution validation
Incident: Any event that causes an interruption or reduction to the quality of an IT service
Change: Addition, modification, or removal of approved hardware, network, software, application, etc.
Restore normal service operation as quickly as possible and minimize the adverse impact on business operations
Ensure that standardized methods & procedures are used to minimize the number & impact of Change-related Incidents
Reduce the Risk of Changes
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Restore normal service operation as quickly as possible and minimize the adverse impact on business operations
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Incident Tickets
7000 6000 5000 4000 3000 2000 1000 0 Feb March April May
Incident Tickets
4966 4013
4730
1573 1442
1036
June
July
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40
35 30 25
25
1-Critical 20
% Proactive vs Reactive
70%
60% 50%
30
25 20 15 10 5 0 Week 1 Week 2 Week 3 Week 4 Week 5 Week 6 Week 7 Week 8
40%
30% 20% 10% 0% Week 1
Reactive Proactive
Week 2
Week 3
Week 4
Week 5
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Minimize the adverse impact of Incidents and Problems Prevent recurrence of Incidents related to these errors
Proactive resolutions
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21
17
14 14 12 12 12 12 11 8 6 5 5
May
Solution
June
July
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14
12 12 11 9
12 10 8 6
4
3 2 2 2 0 0 Jun July
2 0
Feb
March
April
May
Reactive
Proactive
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Definition
Objectives
KPIs
Impact of Change on Incidents Fewer changes backed out, cancelled Predictable results
18
82 76 78 65 58 48 41 42 58 59 57 67 61 58 45 56 53 75 78
April
Close
May
Current Open
June
July
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90%
60%
50% 40% 30% 20% 10% 0%
Jan 20 70
Feb 26 95
Mar 30 120
Apr 34 140
May 24 90
Jun 26 85
Jul 24 76
Aug 30 34
Changes Ouside MW
Changes Outside MW Changes Within MW
120 120
90 85 76
40
34
5 May Jun
9
2 Jul Aug
2
Jan
1 Feb
3 Mar Apr
1 May
5 Jun Jul
0 Changes Outside MW Linear (Changes Outside MW) Linear (Changes Within MW)
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ITIL Workflow
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Operational KPIs
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Informational KPIs
- Used for internal measurement and continual improvement
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11.16 9.38
8 6 4 2
0
Feb
March
April
May
June
July
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Sample Measurements
Top 5 Alarms
25 12
Tickets by Location
10
Port Error
High Utilization
Speed 3.08 3.08 3.08 1.54 3.08 1.54 1.54 1.54 3.08
Ave Util 89% 78% 56% 68% 93% 56% 5% 45% 73%
Peak 100% 95% 86% 91% 100% 79% 15% 87% 98%
May
Jun
Jul
Aug
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Tickets by Categories
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12 11 10 09
0
11 12 13
10
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120 100 80 60 40
20
99
56 47
16
7
12
June
July
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10.1.3.23
10.34.2.321
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Executive Dashboards
Widget Inc Executive Dashboard Metric P1 MTTN (Min) % Notified W/ Goal Goal na 15 95% Jan 6 12 100% Feb 4 9 100% Mar 6 16 95% Health
MTTRestore (Min)
MTTR (Hrs) P2 MTTN (Min) % Notified W/ Goal
120
4 na 15 95%
5
0.5 8 20 85%
23
0.65 5 13 100%
22
1.1 7 12 100%
MTTRestore (Min)
MTTR (Hrs) Total Tickets % Proactive Calls Offered Average HT
Key Take-A-Way
240
8 na 85 na <12 sec
134
3.3 412 89 353 15 sec
164
4.2 312 91 401 12 sec
154
3.5 563 90 392 9 sec
MTTN Increased due to a single P1 ticket that was not notified in time Total number of tickets increased sharply due unscheduled maintenances done by the engineering team
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Security
Top Blocked Attack Signatures Top Blocked Attack Sensor Top Source Blocked Attacks Top Destination Blocked Attacks IPS Signature Caegories Top Fired Signatures Top Denied Packets
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KPI Process
Identify where source data to be used for KPI is collected or stored. Retrieve data from source
Store data in a format similar to its source for current and historical analysis and reporting.
Transform the data into more human readable formats. Merge the data with business metadata collected from additional sources. Perform Calculations and summaries on the data, storing the calculated results as appropriate. Format KPIs for output. Generate Report and Store.
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Data Sources
Log files
Data Stores
Streams Reference DBs
Geo-IP DLCM Business Lookups
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JDBC
Data Sources
Flume
JDBC
Pentaho Reporting
Excel
HTML
Kettle
Java API
Flash Geo-Spatial
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ANA
FNMT
InfoVista
DLCM
NCCM
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QA Checks
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Engineer
Wk 1 Wk 2 Wk 3 Wk 4 Wk 5 Wk 6 Wk 7 Wk 8
10 8 12 8 10 15 11 8 11 8 11 14 10 9 10 9 10 15 12 9 12 8 12 16 13 8 13 10 11 14 12 5 10 11 13 10
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11 10 10 10 10 10
13 9 11 10 11 10
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Ticket QA Check %s
Engineer
Joe Sunil Amanda John Brian Carlos
March
60% 100% 70% 40% 65% 75%
April
75% 90% 75% 50% 75% 90%
May
90% 95% 80% 60% 90% 95%
June
95% 95% 85% 55% 95% 100%
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QA Facts to Remember
What you QA can and should change The True meaning comes from multiple sources Select the most complicated or critical operations QA Data can be used for multiple reasons Sample tickets dont QA all data unless its Automated
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Sample QA List
Was the ticket documented correctly per process
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Summary
Know What the KPIs Mean Incident Management Problem Management Change Management Most Important thing about KPIs? Metrics, KPIs, & CSFs Who do QA Checks Help? How to Present KPIs
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Complete your session evaluation online now (open a browser through our wireless network to access our Dont forget to activate your Cisco Live Virtual account for access to portal) or visit one of the Internet stations throughout the Convention all session material, communities, and on-demand and live activities throughout Center. the year. Activate your account at the
Cisco booth in the World of Solutions or visit www.ciscolive.com.
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Final Thoughts
Get hands-on experience with the Walk-in Labs located in World of Solutions, booth 1042 Come see demos of many key solutions and products in the main Cisco booth 2924 Visit www.ciscoLive365.com after the event for updated PDFs, ondemand session videos, networking, and more! Follow Cisco Live! using social media:
Facebook: https://www.facebook.com/ciscoliveus
Twitter: https://twitter.com/#!/CiscoLive
LinkedIn Group: http://linkd.in/CiscoLI
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Title
A Difference-Maker for Operating Cisco Collaboration Services Proactive Problem Management Securely Managing Your Networks with SNMPv3 Advanced Performance Measurement for Critical IP Traffic with Cisco IOS IP Service Level Agreements Cisco Unified Communications Management Suite Methodology and Best Practices Advanced Cisco IOS Device Instrumentation Customer Presentation: Learn How Human Kinetics Uses a New Cisco Solution to Dramatically Improve Network and Security Operations Cisco Prime for Enterprise Innovative Network Management Network Management KPI's (You are Here) Advanced NetFlow Ten Cool LMS Tricks to Better Manage Your Network
Monday Tuesday
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Advanced Cisco IOS Device Instrumentation Source: Placeholder for Notes is 18 points Advanced DHCP and DNS Deployments BRKNMS-2640
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Title
Moving Cloud from hype to realty: Delivering Cloud using management architecture SYSLOG Design, Methodology and Best Practices Cisco Prime for Enterprise Innovative Network Management Performance Assurance: An integrated Approach to Managing Service Delivery in Enterprise Networks Best practices for cloud automation with Cisco Intelligent Automation software Ethernet OAM Technical Overview and Deployment Scenarios Onboard Automation with Cisco IOS Embedded Event Manager Simplify Network Management and Reduce Operational Costs with Cisco Prime Cisco Videoscape Management Solution SYSLOG Design, Methodology and Best Practices
Wednesday Thursday
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Who Am I?
Charles Spaugh
HUGEdata
High-speed cost-effective MPP database/analytics system Processes, stores, and analyzes large amounts of data/reasonable cost/ short learning curve. Supports: ANSI SQL 92, Views, DML statements (insert, update, delete) Commodity hardware and operating systems High security onsite, hosted, or cloud Supports third-party BI, stats, and ETL Standard database interfaces: ODBC, JDBC and native connections Much lower total cost of ownership and expansion Embedded R for statistics, regression, etc
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Pentaho Reporting
Pentaho has broad connectivity to a diverse set of relational and nonrelational data sources. Through direct access or by using Pentaho Data Integration for a full transformation, cleansing and preparation of data, Pentaho Reporting seamlessly integrates and reports on multi-source environments including:
Data warehouses, data marts, and operational data stores All popular proprietary, open source, analytical, and NoSQL databases Unstructured and semi-structure sources Hadoop data via Hive and Hbase Enterprise ERP or CRM application data
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Flume
Flume is a distributed, reliable, and available service for efficiently collecting, aggregating, and moving large amounts of log data. Its main goal is to deliver data from applications to Hadoops HDFS. It has a simple and flexible architecture based on streaming data flows. It is robust and fault tolerant with tunable reliability mechanisms and many failover and recovery mechanisms. The system is centrally managed and allows for intelligent dynamic management. It uses a simple extensible data model that allows for online analytic applications.
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Hadoop
The Apache Hadoop software library is a framework that allows for the distributed processing of large data sets across clusters of computers using a simple programming model. It is designed to scale up from single servers to thousands of machines, each offering local computation and storage. Rather than rely on hardware to deliver high-avaiability, the library itself is designed to detect and handle failures at the application layer, so delivering a highly-availabile service on top of a cluster of computers, each of which may be prone to failures.
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Hive
is a framework for running applications on large cluster built of commodity hardware. The Hadoop framework transparently provides applications both reliability and data motion. Hadoop implements a computational paradigm named Map/Reduce, where the application is divided into many small fragments of work, each of which may be executed or reexecuted on any node in the cluster. In addition, it provides a distributed file system (HDFS) that stores data on the compute nodes, providing very high aggregate bandwidth across the cluster. Both Map/Reduce and the distributed file system are designed so that node failures are automatically handled by the framework.
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Sqoop
Sqoop (SQL-to-Hadoop) is a straightforward command-line tool with the following capabilities:
Imports individual tables or entire databases to files in HDFS Generates Java classes to allow you to interact with your imported data Provides the ability to import from SQL databases straight into your Hive data warehouse
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InfiniDB
InfiniDB Enterprise delivers a future-proof data management infrastructure with the ability to scale from a single database node to a multi-node, MPP deployment. With the power of InfiniDB Enterprise you have the ability to handle anything from a small data mart to a large scale, highly available data warehousing platform. Start with the InfiniDB column database and youll never outgrow your database engine.
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Fusion Charts
FusionCharts v3
Stunning charts for Web and Enterprise
FusionWidgets v3
Data visualization widgets for dashboards
FusionMaps v3
Interactive & data-driven flash maps
PowerCharts v3
Interactive charts for specialized domains
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R Project
Revolution Analytics delivers advanced analytics software at half the cost of existing solutions. By building on open source Rthe worlds most powerful statistics softwarewith innovations in big data analysis, integration and user experience, Revolution Analytics meets the demands and requirements of modern data-driven businesses.
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MapInfo
Location Intelligence products unleash a new dimension of your data, revealing trends and patterns previously hidden in spreadsheets and graphs. By understanding the spatial and geographic relationships of your business intelligence, you can identify new customers, expand your markets and make key decisions with confidence.
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Presentation_ID
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