Challenges and Risk to Your IT : Looking at some solutions

Sridhar IyengarVice President, ManageEngine

Boa Tarde

Survey: How many of you want this?Happy Customers

MotivatedTeam

Day At Work

Why do we care?Happy Customers

MotivatedTeam

Day At Work

Because

=ProfitableBusiness

Because

Agenda

About ZOHO Corporation

Founded in 1996, Zero Venture Capital

ManageEngine Portfolio

Used by 40,000 customers: 3 out of every 5 Fortune 500 companiesUsed by 40,000 customers: 3 out of every 5 Fortune 500 companies

Complete IT management suite for EnterprisesComplete IT management suite for Enterprises

IT Operations: The Old Fashioned Way

Challenge #1: Complex IT Infrastructure

The TEAMS: Silos of OperationsChallenge #2: Silos based thinking, instead of Customer centric

Customer Problem: Application is Slow

Is it the Network, the Server or the Application?

Looking at IT from a Business Perspective

Traditional BSM Approach

Challenge #3: Visibility into Business Metrics, Not Just IT Metrics

Event Management and ITIL

Event Management plays significant role in ensuring operational health of IT services

Monitoring Event Management

Event Management challenges

User Reported Incidents v/s Self-Monitored Events

Too Many Events – Are the right events generated?

Event Action : Automation of manual, time-consuming Tasks

Duplicate Events

Challenge #4: Ineffective Event Management System

Do we have enough Monitoring?

User generated events v/s automated events

Why are 34% Incidents being reported by Users?Why is monitoring not generating these events?

% of Incidents Generated by Users

% of Incidents generated by Monitoring Tools

Do we have enough monitoring?

Ensure that the right events are being generated

Identify CI’s that are not monitored

Establish baselines & Reconfigure thresholds

Buy additional tools to add monitoring capability

Many Challenges, If no Solution then what?

Summarizing the Problem?

Looking at some Solutions

Integrated ITSM

Get Visibility into Business Metrics – Not just IT metrics

Event Management and Automation

Sample Scenario – Automate manual taskWeekly scheduled task

Check for Free Disk space on a server

If < 20GB, free up space by deleting temp files

If delete fails log a ticket to SD

If delete successful confirm free space again

If >20GB send a note to server ops team

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ITSM Smart Operations Bridge

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Operations Bridge "A physical location where IT Services and IT Infrastructure are monitored and managed."

• Use ITSM tool as the Operations Bridge• All actionable IT events and Incidents are

logged in ITSM Service Desk• Event management done in ITSM• Visibility for Service Desk & NOC Teams

RESULT : Team Work, Faster Decisions: Empowered & Motivated Teams Better SLA: Happy Customers

The ManageEngine Solution - IT360

Integrated IT Management & ITSM Suite

Summary

Questions?

Obrigado !...

My Contacts

Email: sridhar.iyengar@manageengine.comTwitter: @isridhar

www.manageengine.com.br