The Value of Opalis IT Process Automation

STU FOX DATACENTER TECHNICAL SPECIALIST

MICROSOFT NEW ZEALAND

Open ticket.

Populate with data gathered

Event Validation

Gather CI service data,

check for known

outages

Update event with

ticket #

Resolve incident Update &

close ticket & event

Verify Resolution

7 minutes20 minutes 10 minutes 18 minutes

May require escalation

and lag time

between levels

3 minutes

7 minutes 3 minutes

How much total time?

68 minutes of work time

Triage Diagnose Escalate Fix Report

Automating and standardizing IT tasks directly lowers cost of datacenter operations

Reduction of highly repetitive, manual tasks Benefits extend beyond cost savings to include reliability

of service performance and availability

Lower Costs Through Datacenter Automation

Automation Optimization SimplificationLower costs through

automation of server and resource management

Cost savings per server per year

$2,000

Optimize datacenter infrastructure through unified

physical and virtual management

Cost savings per server per year

$3,800

Increase simplicity through integrated management

Cost savings per server per year

$2,200

Data derived from Microsoft “Spotlight on Cost” Server Study 2009

Addition of Opalis to System Center Enables Process Automation

IT Process Automation (ITPA), also known as Run Book Automation (RBA), is the ability to orchestrate and integrate IT management

tools through workflow

Configuration Management

(Physical & Virtual)

End-To-End Monitoring

Server Compliance

Data Protection &

Recovery

• Helps meet strategic IT goals through improving service to business

• Replaces many manual, resource-intensive, and error-prone activities

• Typically cross multiple IT components, disciplines, and/or departments

Event Mgmt

Processes Within an IT SiloIT Silos Silo Processes

Service Desk

Configuration

Virtual

Security

Storage

Asset/CMDB

Network

Server

Triage and diagnose

Integrate service desks with data center tools

Update CI and assets systems

Coordinate audit, compliance and change

Orchestrate lifecycle management

Patch, user on-boarding, password reset

Provision, verify, manage and retire

Provision, verify, manage and retire

Provision, verify, manage and retire

Event Mgmt

Processes Within an IT SiloIT Silos Cross-Silo Processes

Service Desk

Configuration

Virtual

Security

Storage

Asset/CMDB

Network

Server

Incid

en

t R

esp

on

se

Ch

an

ge &

C

om

plia

nce

Pro

vis

ion

ing

Virtu

al S

erv

ice M

an

ag

em

en

t

Clo

ud

Com

pu

ting

Event Mgmt

Processes Within an IT SiloIT Silos VM Provisioning Process

Service Desk

Configuration

Virtual

Security

Storage

Asset/CMDB

Network

Server

Integration for Virtual Machine Manager 2008 R2 not yet RTM

Monitor Servicerequest

Stop VM

Updaterequest

Updaterequest

Update & closerequest

Clone newVM

Updateproperties

Remove from Ops Manager

Test VM DeployApplications

VerifyApplication

Add to Ops Manager

Create CI

Retire CI

Createincident

Detach Storage

Detach Network Adapter

Improve service performance and availability

Orchestrate tasks across systems

The Value of Automation

Capability Value

Optimize resources and get consistent outcomes

Standardize and document manual processes

Lower costs and reduce manual, error prone

activities

Automate large volume and highly repetitive tasks

Simplify data center management

Integrate System Center with 3rd party tools

IT Process Automation Requirements

• IT Process Automation can reduce costs, simplify management and optimize resources through• Multi-vendor integration, no rip and replace or vendor lock-in• Pre-built activities and workflow processes to speed time to

value• Publish and subscribe data bus to share data and initiate

tasks within the silos

• Configuration of workflows is done without coding or scripting

• Intelligent workflows with rule-based branching

Opalis Customers Say…

“Opalis unlocks the potential of Business Service Management by automating the overarching services we deliver to our customers… Opalis reduced operational expense while improving the consistency of our service delivery. “

Keith Clifton, Operations Manager, Fujitsu Services

“We evaluated multiple vendors and found Opalis to be the most powerful and effective way to automate critical tasks in our incident response process. We were able to get productive immediately, building workflows ourselves that improve performance and lower operational expenses.”

Seneca Louck, ESM Architect, Dow Chemical Company

The Opalis Solution

11

Action ServersData Store(Run processes)

GUI(Store process

logic) (Design, manage,

report)

WorkflowDesigner

Operator’s Console

Integration Packs

ProcessCatalogs

Automation Platform

Incident Mgmt

Change and Compliance

Server/Service

Management(physical +

virtual)

Asset – CMDB

Backup

Config Mgmt

Event Mgmt

Network

Provisioning

Security

Service Desk

Storage

Virtual

Where to Apply Automation: Examples

Automate solutions Orchestrate processes Integrate tools

Incident Management

• Event consolidation• Triage and diagnose• Escalate and repair• Connect event monitor and service

desk

• Event monitoring• Service desk• Scripts • Tools

Service Management(physical and virtual)

• Lifecycle management• Build• Provision• Tear down/power down

• Virtual systems• Change, Service Desk• Asset, CMDB• Server• Network• Storage

Change and Configuration

Management Across Platforms and Tools

• Audit and compliance• Patch and repair• Change and verify

• Change, Service Desk• CMDB• Patch tools• Backup

Where to Apply Automation: Examples

• Cluster Patching• VM Lifecycle Management

IT Process Automation and System Center

• Automate provisioning, resource allocation and retirement

• Extend virtual machine management to the cloud

Virtual Machine Lifecycle

Management

• Orchestrate incident management and resolution

• Integrate across monitoring tools, service desks and CMDBs

Incident Management

• Scale automated configuration across platforms and tools

• Ensure reliable change with intelligent workflow branching

Automated Configuration Management

Integration for some System Center Products to be released in 2010

Customer Challenge WithoutOpalis

With Opalis ROI

Acknowledge and respond to problems before service downtime

25 min 1 min $ 2.5M/year

Run maintenance and inventory processes in 2,000 stores without

50 days (60 mins per store)

4 days (5 mins

per store)

Prevented $10M in staff

costs

Automate triage, diagnostic and escalation of level 1 incidents

Outsourced

Automated, documente

d, compliant

Reduced Level 1 incidents by

30%

Tax and Customs

Consolidate 9 data centers into 1 to reduce costs and improve customer SLAs

80 staff 68 staff

$ 1.5M/year reduction in

costs, 12 FTE

reallocated

Customer Success

Global Customers Include…

Opalis Technology Available Through System Center License Suites

• Opalis technology granted to existing and new System Center server management suite customers• Server Management Suite

Enterprise• Server Management Suite

Datacenter

• Simplified, costs effective and flexible licensing to scale to the datacenter

SMSE / SMSD

** Opalis technology granted to SMSE/SMSD customers by Opalis subsidiary

ROI – step by step

Open ticket.

Populate with data gathered

Event Validation

Gather CI service data,

check for known

outages

Update event with

ticket #

Resolve incident

Update & close

ticket & event

Verify Resolution

1 minute1 minute 1 minute 3 minutes seconds1 minute seconds

Less than 8 minutes total time

Monitor Ops Mgr

Alert

CheckService

availability

QueryRelated

CIs

LookupScheduledchanges

Create &populate

service deskticket

Update alert inOps Mgr

Restoreservice

Verifyservice

availability

UpdateOps Mgr

alert

Closeservice desk

ticket

Triage Diagnose Escalate Fix Report

Conclusion

Orchestrate tasks across systems and automate large volume or highly repetitive tasks through IT Process Automation

Lower costs across datacenter management and operations while improving service performance through standardizing processes and execution

System Center and Opalis available through unified license model that simplifies purchasing while lowering cost

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The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after

the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.