CMG Brasil 2011 Keynote por Adam Grummit

1. CMG Brazil – Sao Paulo 18 Aug ’11 The Computer Measurement Group is a not-for-profit, worldwide organization of IT professionals specializing in Performance,…
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  • 1. CMG Brazil – Sao Paulo 18 Aug ’11 The Computer Measurement Group is a not-for-profit, worldwide organization of IT professionals specializing in Performance, Capacity and Service Management Adam Grummitt MA, C. Eng, MIEE, MBCS, CITP - Founding Director of Metron - Director of CMG (USA) - Past chairman of UKCMG - Past member of itSMF UK executive sub-committee adam@
  • 2. CMG Brazil - Keynote <ul><li>Performance, Capacity & Service Management is a Good Thing </li></ul><ul><li>Sellar and Yeatman summarized 2000 years of confused schoolboy UK history in 120 pages in 1066 and all that </li></ul><ul><li>“ A Memorable History of England, comprising all the parts you can remember, including 103 Good Things, 5 Bad Kings and 2 Genuine Dates” </li></ul><ul><li>I have tried to summarize 30 years of ITSM Capacity Management into a book of 200 pages, identifying some Good Things and many Bad Things. </li></ul>
  • 3. Brazil I first thought of the great Amazon forest, fantastic beaches, top soccer players, Carnival fun <ul><li>The web advises me that Brazil is: </li></ul><ul><ul><li>5th largest country by area and by population </li></ul></ul><ul><ul><li>200M people on 8.5M sq Km (22.5/sq Km) </li></ul></ul><ul><ul><li>7th largest global economy based on GDP </li></ul></ul><ul><ul><li>One of the fastest growing with > 5% growth in GDP pa </li></ul></ul><ul><ul><li>Predicted to move into top five in years to come </li></ul></ul><ul><li>Brazil has 5 companies in Forbes Magazine global Top 100 </li></ul><ul><ul><li>Petrobas (gas & oil) </li></ul></ul><ul><ul><li>Vale (mining) </li></ul></ul><ul><ul><li>Itau Unibanco (banking) </li></ul></ul><ul><ul><li>Ambev (beverage) </li></ul></ul><ul><ul><li>Banco Bradesco (banking). </li></ul></ul>
  • 4. GB & Ireland <ul><li>I come from Ireland and have worked mostly in the UK </li></ul><ul><li>Ireland has 6M people on 70K green sq Km (60/sq Km) </li></ul><ul><ul><li>ROI has 0 companies in Forbes top 100 (BOI is #271) </li></ul></ul><ul><ul><li>I live in Clare which has 30/sq Km or 1 per 8 acres) </li></ul></ul><ul><li>UK has 60M on 250K sq Km (244/sq Km) on 10% developed land </li></ul><ul><ul><li>Has 9 companies in Forbes top 100 </li></ul></ul>6 5 5 Ireland 60 40 10 GB 2000 1900 1800 Very approx population in Millions
  • 5. Metron & Athene <ul><li>Metron </li></ul><ul><ul><li>Total focus on Capacity Management </li></ul></ul><ul><ul><li>Over 350 years of CM experience & over 300 global customers </li></ul></ul><ul><ul><li>Founding Partner in ITIL & UKCMG 25 years ago </li></ul></ul><ul><li>Athene </li></ul><ul><ul><li>Target: UNIX (inc Linux), Windows, z/OS, VMware </li></ul></ul><ul><ul><li>Platform: Windows </li></ul></ul><ul><ul><li>Data collectors – OS, RDBMS, user-defined </li></ul></ul><ul><ul><li>CDB = Athene DB with Performance DB and Custom DB </li></ul></ul><ul><ul><li>Applications: Alarms, analysis, advice, publishing, modeling… </li></ul></ul><ul><li>Consultancy </li></ul><ul><ul><li>Strategic studies (ITSM capman strategy, gap analysis…) </li></ul></ul><ul><ul><li>Tactical projects (Athene localisation, call-off…) </li></ul></ul><ul><ul><li>Support PACS (Server consolidation, Healthcheck…) </li></ul></ul><ul><li>Training </li></ul><ul><ul><li>ITSM Capacity Management Practitioner and in Practice </li></ul></ul><ul><ul><li>Athene (SysAdmin, Performance, Planning …) </li></ul></ul>Athene
  • 6. UKCMG & ITSM UKCMG – The independent ITSM User Forum , sharing best practices and experience in capacity management of enterprise IT infrastructure Independent The group is independent of particular hardware, middleware and software suppliers. It relates to the discipline of capacity management on all platforms and domains. ITSM The group includes experts on service, server, performance and capacity optimisation, as well as communications and testing, in both technical and managerial roles. User Although ‘user’ is in the title, the group is made up of users, outsourcers, contractors, consultants and vendors who meet and contribute on an equal footing. Forum The group meets at a number of events, including an annual conference, masterclasses, regional meetings and an annual forum in the Autumn.
  • 7. ITIL & ITSM <ul><li>V1 40 booklets by CCTA in the 80’s, V2 take-off by OGC in 90’s, V3 turn-off </li></ul><ul><li>Metron key contributor to initial Demonstrator </li></ul><ul><li>IT Infrastructure Library V2 - books & descriptions </li></ul><ul><ul><li>Service Support & Service Delivery </li></ul></ul><ul><ul><li>Business Perspective, Infrastructure, Dev’t, Security & Service Management </li></ul></ul><ul><li>V3 Service Life Cycle: Strategy, Design, Transition, Operation, Improvement </li></ul><ul><li>Good practice for ITSM, base for ISO/IEC 20000 </li></ul><ul><li>Key messages: ‘adopt & adapt’, ‘take it or leave it’ </li></ul><ul><li>OGC owns it; TSO prints; itSMFI keeps; APMG QAs; APMG, ISEB, EXIN, et al examine, many take Foundation pin badge few take higher levels. </li></ul><ul><li>If re-done now it would all be free PDFs with no exam hype rstructure </li></ul><ul><li>itSMF - the IT Service Management Forum for users with > 50 global chapters </li></ul><ul><li>ITSM, ITSM Library & Portal (Van Haren) </li></ul><ul><li>NOT ITIL by Brian Johnson (who wrote much of ITIL V1) & Paul Wilkinson </li></ul><ul><li>ABC of ICT by Paul Wilkinson (Attitude, Behavior and Culture) </li></ul><ul><li>Real ITSM by the ITskeptic (Rob England) </li></ul><ul><li>Aale Roos IM, Ian Clayton BOK and other healthy satirists/skeptics/cynics. </li></ul>
  • 8. Survey - This glass is? <ul><li>Half full? </li></ul><ul><li>Optimist or service provider </li></ul><ul><li>Half empty? </li></ul><ul><li>Pessimist or service consumer </li></ul><ul><li>Both? </li></ul><ul><li>Consultant or pedant </li></ul><ul><li>Can’t tell from evidence </li></ul><ul><li>Lawyer or engineer </li></ul><ul><li>In need of filling </li></ul><ul><li>Lush or Irish </li></ul><ul><li>Twice as big as needed? </li></ul><ul><li>Capacity planner </li></ul>Acknowledgements to Brian Johnson and Paul Wilkinson for use of the next couple of their slides and cartoons – they are the author and artist respectively for the much-loved ITSM from hell - Not ITIL.
  • 9. Business view of ITSM Findings of the itSMF SIG Business-ICT alignment <ul><li>Key issues: </li></ul><ul><li>internal processes </li></ul><ul><li>insight into costs </li></ul><ul><li>lowering costs </li></ul><ul><li>customer focus </li></ul>Output Focus Goal Alignment Customer Focus Service Change Programme Business Demand Approach Attitude / Trust Communication Issue Technology Focus IT Growth ICT thinks in terms of systems Lack of business knowledge Lack of IT leadership Unclear ROI or business case Poor communications, expectations management & change management Lack of ICT knowledge Lack of effective ICT governance
  • 10. Common approaches to ITSM  ITIL for the sake of ITIL  ITIL to the letter  The great tool hunt  The paper chase IT’IL be alright on the night!... Approach Attitude / Trust Communication Issue Technology Focus IT Growth “ a fool with a tool is still a fool…” “ the sleight of hand” “ garbage in, garbage out…” “ That’s what it says in the book” Avoid: Super-hero (sysprogman) Paralysis by analysis (ITIL) Process perfectionist (BPR) Instead: Just DO IT (Real ITSM) Output Focus Goal Alignment Customer Focus Service Change Programme Business Demand
  • 11. Deming cycle (ideal/real for ITSM?) Effective Quality Improvement Consolidation Maturity Time PLAN ACT DO CHECK ITIL V3 CSI 5.5.1 Plan goals and measures gap analysis next actions Do project to implement Check re-measure and audit Act decide on status consolidate timeline for next cycle
  • 12. ITIL v3 – Knot ITIL S Strategy S Design Transition Operation Improv’t Financial M Demand M SLM SPM/SCM Capacity M Availability M Change M Release M Configuration Problem M Incident M Continuity M Security M Event M Request M Access M S Reporting 7 step CSI S Measure Supplier M Evaluation Validation Planning Asset M Knowledge M Technical M Application M IT Ops M Service Desk Process? Function? New in V3 In V2 & V3 Changed in V3 Intro
  • 13. Six Top Entities/Processes (steps) Delivery do it Start, deliver, stop Bug? diagnose it Assets with what CMDB, CDB… Finance do what SLA, OLA… Efficiency do it well Availability, capacity… Change correct it CAB… Y N
  • 14. Knot ITIL: Six steps applied to ITSM ITSD Management of: Performance & Capacity Service Levels Continuity Availability Supplier Finance… ITSO Management of: Incidents Problems Events Configuration Security Access… Delivery Bug? Assets Finance Efficiency Change
  • 15. Capacity management balance & tasks Capacity Management Diagnostic monitoring and metrics Event & Bottleneck analysis Accounting and chargeback Consolidation, FM, outsourcing Virtualization, Clouds Load balancing System tuning Device patterns, usage Process pathology anomaly detection Domain and application architectural expertise Workload characterization Performance optimization Performance engineering Application sizing, testing Business demand: Effective SLAs, BMIs Useful service forecasts Current performance: analysis, alerting and reporting Past performance: trending and reviews Future capacity: workloads & capacity planning Service Level Target Cost Budget Service Workload Demand IT Resources Supplied Too much Too little Too good Too bad Business Demand Development Application Infrastructure Framework
  • 16. ITIL (com)promise Perfection ITIL ITSM Pandemonium Process Procedures, Practice Plans, Projects, Protocols Price Priorities, Profit, Planet Products Platforms H/W Product tools S/W N/W People Personnel, Partners Politics, Policies, Psyche Purpose Paul Wilkinson ABC card deck
  • 17. See you at CMG'11 Dec 5th - 9th, 2011 Washington, DC, USA
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