Industrialization of IT and Operations

1June 25 and 26

Hyatt Regency, Santa Clara, Calif.

Industrialization of IT and Operations

2June 25 and 26Hyatt Regency, Santa Clara, Calif.TCS Innovation

Forum

Industrialization of IT & Operations: Inspiration

ITCraft: Manual engineering

Low volumes; Variable qualityLow agility

Precision engineering High volumes; Fixed quality High agility

Mechanized but with human intervention High volumes; Fixed quality

Low agility

InspirationIndustrialization of manufacturing


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Industrialization: From First Principles

Finance Minimize cost-to-income ratio Match business volatility with cost variability

Efficient & Cost variablized IT

Business Support new markets/segment/products/services/regulations Customer satisfaction

Agile

IT Drive business outcomes and differentiation Improve quality of experience

Business-aligned, High-quality, and

Flexible IT

Stakeholder Perspectives and Requirements


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Achieving Industrialization: Challenges

Significant reliance on tacit knowledge Only silo-based understanding

Business vs. IT vs. Infrastructure The wall of confusion: CTB vs. RTB

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Explicit knowledge is difficult to reuse No clear separation of “general” and “situation-specific” knowledge Reuse requires parameterization and externalization of parameter values

Low maturity on parameterization and value externalization (e.g., CMDB)2

Knowledge evolves continuously Poor parameterization and externalization Maintenance nightmare3


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Key to Industrialization: Knowledge Engineering

Current model: Knowledge Management Maintain

knowledge in unstructured or semi-structured documents/SOP

Future model: Knowledge Engineering Formal knowledge structure Separation of general (reusable) and situation-specific

(parameterized) knowledge Graceful handling of incomplete, imprecise and

evolving knowledge


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Knowledge Structures: Deep Dive

General knowledge about the IT and business Business domain & technology reference architectures Implementation options, cost, compatibility Reusable operational knowledge

Factual Knowledge

Situation-specific knowledge about IT and operations Entities and relationships Operational dynamics

Situational Knowledge

Standardized operation catalogue Logic to detect, analyze and handle events, incidents, defects, …

Actionable Knowledge


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Factual Knowledge: Example

Tablespace

Segment

Extent

Oracle Data Block

Data File

OS Block

Table Index Rollback Temp

Application Instance

Control File

Redo log File

Archive log File

Table View SQLs

Database

Logical Storage

Physical Storage

1

M

1

M

1

M

1 M

1 M

1

M

1

M

Is of type

accesses

Segment types

DB Objectsaccesses

SP…

Oracle Deployment:Reference Architecture


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Factual Knowledge: Example

Tablespace

Segment

Extent

Oracle Data Block

Data File

OS Block

Table Index Rollback Temp

Application Instance

Control File

Redo log File

Archive log File

Table View SQLs

Database

Logical Storage

Physical Storage

1

M

1

M

1

M

1 M

1 M

1

M

1

M

Is of type

accesses

Segment types

DB Objectsaccesses

SP…

Oracle Deployment:Reference Architecture

Physical environment: OS-level discovery tools

Database implementation details: Oracle-specific views (e.g., dba_registry, dba_tablespace, dba_tables, v$* views, …)

Database performance monitoring data: AWR reports, ASH reports, DBA_ADVISOR, …


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Situational Knowledge: Example

System dependency view

Operational activities view

Team and effort view

Performance and capacity view

Workload & utilization view

Defects view

Incidents view

Cost view

Improvement view(e.g., eliminate, automate)

Alerts view

Insights: Trends, seasonality, change, correlation, outliers, persistence, …


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Actionable Knowledge: Example

Standardized operation catalogue + Logic to detect, analyze and handle events, incidents, defects, requests, …

ExampleThree-tier J2EE application is slow Detect event Identify probable-cause or root-cause

Check whether the web, application or database server is slow

Recursively troubleshoot each of the “slow” components

Perform remedial actions to work-around or fix the issue

Validate that the issue is resolved Close the ticket


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Knowledge Use Cases

Consistent configuration of service management tools CMDB, monitoring tools, event management, ITSM,

automation orchestrator, …

Automate production support Auto-provisioning, self-healing and orchestrated operation

Continuous improvement of operations (IT and business) Measure Analyze Improve

Adaptive business service management Predictive management of business outcomes Command Control Experience Center

Improve cost-of-quality Integrate and correlate data from QA and operations


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Knowledge Engineering: The TCS Way

Crowd-sourcing of IT and domain knowledge

Extract knowledge from unstructured sources Analytics on manual activity logs Analytics on knowledge articles Analytics on operational data (e.g., tickets, alerts, metrics, …)

Acquire Knowledge

Auto-generation from patterns Auto-generation of run-books for non-functional issues

Object-oriented modeling of knowledge Organize knowledge as reusable and executable items Extensive use of encapsulation, inheritance & polymorphism

Structure Knowledge

Manage evolving knowledge Knowledge versioning and release management Knowledge validation and testing

Manage Knowledge


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Knowledge Engineering: The TCS Way

Configuration Mgmt

Event Management

Monitoring

IT Service Management

Automation Orchestration

Reporting and Dashboarding

TCSProduction

Management Services

TechnologySolution

Process Re-engineering

Engagement Model

Financial Model

ImplementationServices

Coordinated Knowledge

ConfigurationTCS

Production

Management

Services

TechnologySolution

Process

Re-engineering

Engagement

Model

Financial M

odel

Implem

entation

Services

TCS

Producti

on

Managem

ent

Servi

ces

Tech

nology

Solution

Proce

ss

Re-engin

eerin

g

Enga

gem

ent

Model

Finan

cial

Model

Implem

enta

tion

Serv

ices

Event correlation & enrichment

Performance, availability, capacity

IM, PM, CM, SRM, Service catalogue, …

Discovery, Asset Mgmt, CMDB

Seamless integration of automated & manual operations

Real-time dashboards and analytics reports


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The Big Picture

See: Clear line-of-sight Understand the mapping of business to IT and infrastructure Impact analysis: Right information @ right time

Hear: Situational awareness Hear the right signals (in real-time) that need attention Minimize or eliminate noise

Taste: Accommodate changes rapidly Predict the impact of change; Risk mitigation Guide design and operate decisions based on scenario simulations

Smell: Predict potential crises/problems Detect signals that indicate impending incidents Intelligence to decipher and act on the signals

Touch: Improve effectiveness of manual touch Automation-augmented engineers Right work by right people at right place and right time

Knowledge Engineering Sensory Augmentation Industrialization

15June 25 and 26

Hyatt Regency, Santa Clara, Calif.

Thanks !

Industrialization of IT and Operations

Technology

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