Event

Management: Reduce the Noise

Jason Bowra

Director of Managed Services

CDW

Jason Owens

IT Governance Sr. Manager

CDW

Brian Dunbar

IT Governance - Supervisor
CDW

2014 ServiceNow All Rights Reserved

Agenda
Who is CDW Managed Services?
Event Management Overview
Challenge: Disparate process ownership, low quality events resulRng in low quality incidents
SoluRon: Event Management applicaRon in ServiceNow, with improved process ownership!
QuesRon and Answer

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Who is CDW Managed Services?

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Who we are
Market-leading provider of integrated

technology soluRons to business,

government, educaRon and healthcare
customers for nearly 30 years
6,800 coworkers with about 2/3 customer-
facing
Full range of technology soluRons and
services
Ranked #267 on 2013 Fortune 500
250,000+ customers in the U.S. and Canada
Oer 100,000+ products and services from
1,000+ brands
Sales of $10.1 billion in 2012
IPO June 26, 2013
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Managed Services: Who, What, Why

What We Do

We manage and operate IT for customers

Services for Which We Are Famous

Remote Managed Services
Managed Cloud Services
Managed HosRng Services

Why Customers Choose Us

A full life-cycle provider of soluRons how do you manage that?

Managed Services Facts

Provider for 15 years
267 customers managed
26,000 + devices managed
250 coworkers
Hosting facilities in 30 cities
(CDW + Partner)
Two Enterprise Command Centers
Manage server, storage, network,
database and OS environments

Greater exibility with standards

NaRonal scale with local capabiliRes
Capability and Credibility

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Why ServiceNow for CDW Managed Services

Taking managed services to the next level
Predictable support cost model
Consolidate CDW support services
Enable new customer revenue and growth
Consolidate Tools
Add Eciency Increase Prot
Reduce the number of false Rckets by at least 30%
What is an incident
Filter out maintenance
Event correlaRon

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Event Management Overview

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Event Management
Event Management Detect events, make sense of them, determine appropriate acRon
AcRviRes

Monitor
Correlate
Alert
Act

Scope

Systems
ApplicaRons
Environmental
Mechanical
Security
User Experience

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Where is your Event Management Process?

A. No formal process, we have a collecRon of tools that send us

events
B. Loosely dened process, disparate ownership, collecRon of
tools
C. Formal process with good governance, consistent unied
toolset
D. Self healing environments, we just sit back and watch it work

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The Challenge:
Disparate process ownership, low quality
events resulRng in low quality incidents

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Challenges
Technology
High number of duplicate Incidents
High number of Incidents generated due to known maintenance
Dicult for Incident Management teams quickly to see trends
Limited monitoring informaRon passed to Incident Management
Manual event correlaRon

Process/governance
Limited ability to audit/control alarm lters
Ensuring quality, acRonable incidents for our customers
Disparate ownership by technology

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The Old Way - Technology

Endpoints

Monitoring
Infrastructure

ITSM
Incident Records

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The Old Way Process/Governance

Network Tech
Owner

Server Tech
Owner

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UC Tech Owner

Storage Tech
Owner

Monitoring
Tool Admin

Governance

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The Old Way

A liar will not be believed, even when he speaks the

truth.
- Aesop

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SoluIon: Event Management

Built in ServiceNow, with improved process
ownership

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Address Our Challenges

Technology
Ability automaRcally to relate alerts to known
maintenance/change records
Provide means for Incident Management to see
corresponding alarms
Pass monitoring/alert data to Incident records
Only generate Incidents to real alerts
Correlate related alerts and generate only one
incident

Process/Governance
Single owner with IT Governance team
Improve visibility to process/tools
Standardize
Improve value to customers

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The New Way - Technology

Endpoints

Monitoring
Infrastructure

Incident Records
Event Records
Change Records

Change Task Records

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Step 1: New App/Tables

Event Management ApplicaRon
1. Events ApplicaRon
2. Events Table
3. Events DeniRons Table

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Step 2: New Records/Forms

Event Record
1. State

2. Priority
3. CI
4. Task

3
4

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Step 2: New Records/Forms Contd

Event DeniRon
1. Type
2. Delay
3. Filter

1
2

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Step 3: Business Rules

If Event CI is under maintenance, relate Event to Change Record
If Event CI is under maintenance, relate Event to Change Task Record
Run Event deniRons
Event priority change handling
Event state change handling

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New Event Flow

Business Rules

Change

Event

Event DeniIons

Incident

Event

Events

Event

Change Task

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Step 4: UI ConsideraIons
Related Lists

UI AcRons

Fields

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Warnings

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The New Way Process/Governance

Event Mgmt
Process Owner

Network
Tech Owner
Server Tech
Owner

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Monitoring
Tool Admin

UC Tech
Owner
Storage Tech
Owner

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The Result
Improved Eciency

Total Incidents

60% Decrease in Incidents generated related to

maintenance

90000

38% Decrease in total alert volume

70000
60000

Improved visibility to trends

More focus on real incidents

50000

Decreased MTTR

30000

Jan 14

Dec 13

Nov 13

Oct 13

Sep 13

Aug 13

Jul 13

Jun 13

May 13

Apr 13

Process Ownership
Single tool, greater visibility

20000

Mar 13

Process Improvement

40000

Feb 13

Improved Quality

80000

Total Incidents

Expands future capabiliRes/maturity

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Top Takeaways
Event Management is an important process

Leverage the plaoorm a good tool can help

Good process needs constant watering and feeding

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QuesIon and Answer

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Jason Bowra

Jason Owens

Director of Managed Services

Sr. Manager IT Governance

CDW

CDW

jason.bowra@cdw.com

jason.owens@cdw.com

Brian Dunbar
Supervisor IT Governance

CDW
2014 ServiceNow All Rights Reserved

brian.dunbar@cdw.com

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