HP BSM - Erfarenheter från FMS projektet ComHem Jan Östgren MangE Nordic AB (Med hjälp från Thomas Englund ComHem)

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Anders Nilsson
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1 Novug HP BSM - Erfarenheter från FMS projektet ComHem Jan Östgren MangE Nordic AB (Med hjälp från Thomas Englund ComHem)

2 Jan Östgren - Bio September 2012 Manag E (Nordic) Solution Architect BSM/ALM Competence lead HP BSM Portfolio HP Software (Sweden) Application Performance Management Test Centers Performance and Test automation Mercury Interactive Performance Testing & Test Management Business Availability Center

3 Agenda Översikt av FMS projektet Användning av HP produkter BSM användningsområde och konceptuell design i projektet Användning av Run-Time Service Model Event Management med Operation Management (OMi) Allmänna intryck och utmaningar mm

4 Intention of FMS / Requirements A scalable Fault Management System that supports the needs, from NOC, IS/IT functions as well as Production departments (TV, Broadband, Telephony) Collection of alarms to one point Normalization of alarms to the same format Reducing and correlating alarms so only the important ones remain Quickly get a picture of root cause of a problem Identify effected customer and service, thus get a picture of severity level Prioritization according to set rules Simple way to create a ticket (case) and a controlled process to follow its way Monitoring of services end-to-end where this is possible Reporting on the quality of produced services

Operations o End-2- Service Health visibility o Integration with ComHem applications and databases o Automation & Correlation

5 ComHem FMS Solution from ManagE with HPBSM platform Run-time Service Model 3-Party Integration Adapter OMi BSM Platform Open Integration Adapter Interfaces HP Integration Adapters Complete crossdomain visibility of IT & Network Services o Unified Operations o End-2- Service Health visibility o Integration with ComHem applications and databases o Automation & Correlation o Unified Service Model Oracle EM, 3 rd Party Domain Mgrs NNMI SITESCOPE EUM (End User) Applications Server Storage Cloud Network

Run-Time Service Model FMS Service Model - RTSM is the Foundation for the FMS Service Model - FMS Service Model is built-up from - Data Collectors (NNMi, SiteScope,.

6 Run-Time Service Model FMS Service Model - RTSM is the Foundation for the FMS Service Model - FMS Service Model is built-up from - Data Collectors (NNMi, SiteScope,...) topology integration - Integration from external inventories for assets (Network and Servers) - The FMS Service Model is designed for a monitoring perspective of the IT/ITC services included in the FMS scope. - The Service Model is consumed by other BSM applications and processed by views. - Service Health Views in MyBSM - Tightly Integrated with the event management process in OMi

7 Purpose and benefits for RtSM integration with external applications - The main objective for integration with external inventory applications in FMS is to support the Event Management process - Is the event coming from a approved equipment/application with a defined ownership (Internal or External) - Display contact information to system administrator team - Standard integration UCMDB adapter for an external data source is used. Data is retrieved via HTTP to CSV files located on DDM probe machine. Integration adapter read CSV files to do the actual import.

Event Management in FMS - Requirements for the Event Management process is well defined of ComHem. - Customization of event process is a key topic for the FMS project - Strong capabilities in Omi 9.

8 Event Management in FMS - Requirements for the Event Management process is well defined of ComHem. - Customization of event process is a key topic for the FMS project - Strong capabilities in Omi 9.20 (a need for latest and greatest SW) - Based on the Service Model (RtSM) - We are using Groovy EPI scripting for event enrichment and lifecycle management - We use rules in Operations Management for customization of the process.

9 Implementing custom logic in Event Process with Groovy scripting - Custom specific business rules for event enrichment etcetera can be handles in EPI Groovy scripts in Omi Event Pipe line. - For Groovy see

- You can create and get status updates from Dukas direct from the Event Browser in OMI.

10 Integration with Ticket Handling application DUKAS - ComHem use an in-house developed Ticket Handling/Service Management System called DUKAS - FMS is integrated with DUKAS. - You can create and get status updates from Dukas direct from the Event Browser in OMI. - We have developed the integration with an customized adapter for integration with an external Service Management application. - The integration is based on standard XML Web Service technology.

11 Allmänt intryck och erfarenheter BSM 9.20 är funktionellt en stark produkt med stort innehåll och möjligheter till kundanpassning. Nackdelen för mindre enkla lösningar är att produkt är relativt komplex Stor fördel om kunden har en vision med sin lösning där tjänsteövervakning och rapportering ingår som nyckelbegrepp Använd servicemodeller och gör den konceptuella modellering tidigt. I FMS kommer seriemodellerna konceptuellt helt från ComHems vision och kravbild. Underskatta inte komplexiteten för en konsoliderad Operation Bridge En stor utmaning i FMS är normalisering av event till begriplig information för NOC. Det är mycket relevant med många larmkällor och format på det som kommer in till OMi. Skall man köra Linux eller Windows? I FMS har vi implementerat med Linux pga kundens önskemål. Ser bra ut speciellt vad gäller prestanda på plattformen.

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