TECH CHOICES

December 11, 2006

Champagne Monitoring On
A Beer Budget
by Jean-Pierre Garbani and Evelyn Hubbert

Helping Business Thrive On Technology Change

TECH CHOICES
December 11, 2006
Champagne Monitoring On A Beer Budget
Can We Manage An Infrastructure Using Cheap And Efficient Products?
by Jean-Pierre Garbani and Evelyn Hubbert
with Galen Schreck and Rachel Batiancila

EXECUT I V E S U M MA RY
At some point in time in the life of a growing IT organization, the question of monitoring the distributed
infrastructure is bound to arise. Whether it’s a shift from a mainframe-centric infrastructure or the
result of a growing business, there is a critical point at which staff skills alone are no longer enough
to manage incidents and problems. At that stage, the choice is to either go with one of the four major
vendors, guaranteeing that all the future management needs will be covered, or to use a best-of-breed
solution for the problem at hand, which leaves the future questions open. Usually, best-of-breed
solutions, while limited in scope, cost less in terms of license and installation (the beer part), but
they don’t “integrate” easily with other complementary solutions to provide an overall effective IT
management scheme (the champagne part). In reality, a combination of process and technology may
help overcome this integration hurdle and provide cheap, but excellent, champagne.

TABLE O F CO N T E N TS N OT E S & R E S O U R C E S
2 The Needs Of A Growing Enterprise Forrester interviewed 13 companies, including:
4 Avoiding The Potential Pitfall Of ITIL BMC, Heroix, iConclude, Microsoft, NetIQ,
4 A Process-Centric View Unlocks The Benefits Opsware, Opalis, ProactiveNet, Quest, RealOps,
SolarWinds, ServicePilot, and Zenoss.
Of ITIL
6 IT Process Automation Products Simplify
Related Research Documents
Integration “SWOT Analysis: HP OpenView, Q4 2006”
7 Product Choices November 9, 2006, Market Overview
RECOMMENDATIONS “SWOT Analysis: CA, Q2 2006”
11 Low Cost And High Effectiveness Are No May 24, 2006, Market Overview
Longer Mutually Exclusive
“SWOT Analysis: IBM Tivoli, Q2 2006
WHAT IT MEANS
May 24, 2006, Market Overview
11 This Is No Longer Rocket Science
“SWOT Analysis: BMC Software, Q2 2006”
ALTERNATIVE VIEW
March 27, 2006, Market Overview
12 Large Vendors Provide More Intelligence
“The Forrester Wave™: Service Desk Management
Tools, Q1 2006”
February 17, 2006, Tech Choices

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2 Tech Choices | Champagne Monitoring On A Beer Budget

TARGET AUDIENCE
IT infrastructure and operations professional

THE NEEDS OF A GROWING ENTERPRISE

The critical point at which infrastructure monitoring becomes a necessity varies from one
organization to the next. When reaching a 300 to 500 distributed server infrastructure, the
difficulties of incident and problem management become acute enough to send IT operations on a
hunt for a complete monitoring solution. Most of the time, these enterprises reaching that point are
not small ones, but are $1 billion-plus companies with more than 5,000 employees because:

· Critical applications have been hosted on mainframes. Major revamping of user interfaces
through tools like J2EE application servers, presence on the World Wide Web, and packaged
applications, such as customer relationship management (CRM) and human resource
management (HRM), multiply the number of distributed servers until it reaches the critical
mass.

· The enterprise grew faster than its management capabilities. Companies with a relatively high
growth rate can multiply the number of servers during a period of several years, but not fast
enough to the point where management is a crucial issue right at the company’s inception. The
buildup is gradual enough so that nobody thinks that monitoring is an issue, until probability
takes its toll.

There are other paths that lead to the same result — the number of calls from end users and the
lack of proper tools to support an operation center create customer dissatisfaction and distract staff
from normal tasks. At that stage, one must look for a solution that would provide application and
infrastructure monitoring, with some level of root cause analysis and event filtering. Here, again,
the solution features may vary from enterprise to enterprise, such as a function of the geographic
dispersion that would command a stronger focus on networks, or the need to manipulate tons of
data that would put the accent on databases and server performance.

Sticker Shock
The management software market is dominated by four large vendors: BMC Software, CA, HP
OpenView, and IBM Tivoli. These large enterprises are a bit like haberdasheries, where all of your
clothing needs are covered from head to toe under the vigilant eye of a person with excellent taste.
Of course, all this luxury comes at a price. On the other hand, there is the possibility to shop for
each individual piece of clothing, relying on your own intuition and making significant savings in
the process. This analogy leads us to believe that: 1) using major vendors guarantees the result, and
2) we will gain precious time by having a single vendor cater to all our needs. Experience shows that,
in reality, the haberdasher does not have good taste and that fitting the proposed clothes takes an
enormous amount of time.

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 Tech Choices | Champagne Monitoring On A Beer Budget 3

Basic monitoring functions for 300 to 500 servers, from one of the major vendors, are million-dollar
propositions. Because these solutions integrate with other pieces in the vendors’ catalogs, they are
complex and difficult to install and require a fair amount of resources to deploy or upgrade, even
though much progress has been made during the past five years by using agentless technologies and
incorporating best practices.

Because monitoring is one basic component of infrastructure management (itself only one
component of IT operations management), astute vendors stress the integration point across
infrastructure technologies, as well as across management disciplines, as a deterrent to alternative
point solutions.

This is, indeed, a very valid objection to point solutions. Since the dawn of IT, we have endlessly
pursued solutions to interprocess communication. By nature, a process in a machine uses space that
cannot be shared with other processes. In the past, many solutions were devised to resolve the issue,
mostly belonging to two families of solutions: 1) using a common data store, or 2) using some kind
of interprocess messaging. Since point solutions usually have proprietary data formats and do not
follow established standards — except for Simple Network Management Protocol (SNMP), which
has a limited reach — integration between solutions has to be stitched by hand, finally creating a
custom ensemble with all the long-term ownership issues inherent to bespoke solutions.

Enterprises seem to be left with a pay now or pay later choice: Use an expensive integrated solution
that frees them of future worries, or acquire a cheaper solution that will require replacement or
integration with other solutions in the future.

ITIL, XML, And Process Automation To The Rescue

Fortunately, there is hope to combine a cheaper solution now with a bright future that does not
include a custom integration. It comes essentially from two directions: one is process improvement
frameworks such as IT infrastructure library (ITIL), and the other is the availability of process
automation solutions.1

· ITIL provides information structure. The difference between an ITIL-based approach and
a traditional, technology-oriented one is the difference between top-down and bottom-up
strategies. While the former defines the information requirements from the overall objectives
of the process, the latter defines de facto processes from the information available at the
technology level.

· Process automation and XML provide the magic integration sauce. The introduction of
process automation solutions such as RealOps, Opalis, or iConclude provides significant
progress by: 1) providing the ability to control and launch relevant operations represented by
different point products, and 2) passing relevant data between these products, thus resolving the
interprocess communication problem.2

© 2006, Forrester Research, Inc. Reproduction Prohibited December 11, 2006

4 Tech Choices | Champagne Monitoring On A Beer Budget

AVOIDING THE POTENTIAL PITFALL OF ITIL

Many enterprises that are considering ITIL see it as a discrete event in the life of their IT
operation, distinct from other choices such as monitoring and management solutions. Historically,
management software choices were made and products deployed well before ITIL became
fashionable, and enterprises were left trying to align their new processes with whatever information
was provided by their installed management products. Unfortunately, firms can fall into a trap:

· Technologies define separate fiefdoms. IT organizations are often compared with feudal
systems, in which independent and domain-oriented groups enforce loosely coordinated
processes. This promotes parochial and protective attitudes that enterprises seek to resolve by
using service-oriented management products such as business service management (BSM), and
by improving the process structure.

· Vendors are happy to oblige with products to match. Unfortunately, this divide-and-conquer
attitude to managing technologies separately is encouraged by management software vendors
—their clients are the “competency silos” of IT and their products are what their clients expect:
domain-specific. Such products do not lend themselves easily to a service-oriented view or
to the support of ITIL processes. They often offer breadth of information as well as depth of
information, thus bridging several management processes and promoting the need for a tight
integration.

A PROCESS-CENTRIC VIEW UNLOCKS THE BENEFITS OF ITIL

Using a top-down approach, which selects products for the way they support processes and not
technologies, casts a different light on the integration needs. Since the action of detecting incidents
is distinct from the action of resolving a problem, and two different groups are in fact responsible for
these actions, integration becomes more an issue of communicating the right information from one
group to another than using a common or “integrated” product.

Defining the information needed for each step of a typical ITIL incident management process, and
what information needs to be passed between these steps provides two precious data points: 1) the
requirements for monitoring products, and 2) the type and level of communication that is needed
between these products. By conducting a top-down, process-driven analysis, we are actually able to
show the real requirements and separate reality from legend (see Figure 1).

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 Tech Choices | Champagne Monitoring On A Beer Budget 5

Figure 1 Aligning Process And Product Requirements

Process Process phase Information source

Incident management —
Step one: alert and identify
Receive alerts and alarms from
infrastructure components,
applications, and end users
Component status monitoring
and component performance
monitoring provide alerts
based on fixed thresholds or
dynamic behavior analysis,
application performance
monitoring, end user experience
monitoring, and service desk calls

Determine if this is a known Capability to catalog incidents

Incident management —
Step two: analyze and resolve
Change and configuration
management
problem that has a workaround
Identify root cause
Correlate alarm to service
Determine the criticality of the Service catalog or repository
incident
Document incident and pass it on Service desk with ticketing
to next level
Access information from incident Ability to access parameters
management
Analyze problem in detail
Create problem solution or
workaround
Assess impact of change
Organize change schedule
Test and implement change
Verify end user satisfaction
by a set of “fingerprints,”
lending themselves to the
creation of a knowledge base.
Alternative: skills and
experience
Run tests and other operations to
determine the origin of the
problem
Manual documentation,
application mapping, or CMDB
of service-level agreements
attached to incident ticket
Technology-specific forensic
product, including the ability
to capture and replay problems
Service desk with the ability to
pass on solution to change
management
Documentation used by change
control board (CCB) on application
and infrastructure
Collect and schedule changes
according to CCB decisions
Manual or automated process for
change implementation
End user experience monitoring

Close incident and change tickets Service desk

40714 Source: Forrester Research, Inc.

© 2006, Forrester Research, Inc. Reproduction Prohibited December 11, 2006

6 Tech Choices | Champagne Monitoring On A Beer Budget

IT PROCESS AUTOMATION PRODUCTS SIMPLIFY INTEGRATION

One recent innovation that we hope will improve the point solution situation through integration is
what we call IT process automation (sometimes called “run book automation”). The concept behind
these products is to standardize and replace the scripting of application production rules (run book)
that is done in many IT operations groups. IT process automation provides the ability to launch a
process in context and pass information from one process to the next, with a level of accuracy that is,
of course, far superior to any manual entry into an administrator interface.

These automation solutions help coordinate management applications and pass information from
one application to the next using supplied integration modules (see Figure 2). The main difference
with using these solutions as an integration framework is the absence of a common data store.
While the use of a common data store for all collected data is one of the linchpins of integrated
suites, it is often not necessary when we look at how people work throughout a given process.

For example, the operation center’s role is to receive alert, identify, and characterize the incident. In
fact, it must prepare the work of the person who will analyze the incident and prepare its resolution.
This person, who is often referred to as “level 2” support, has different needs from the operation
center, or “level 1” person, and in many instances will use a different, more “forensic-oriented”
product to analyze the issue. In this case, the benefit of a common data collection and data store is
simply to avoid the proliferation of agents on the infrastructure components. Recent solutions based
on agentless technologies will avoid the agent proliferation problem altogether.

Figure 2 Automating And Integrating The Incident Management Process

Process and people Automation and integration Products

Receive alert Monitoring

Determine known error Incident log look up

Process
Identify root cause automation Determination tests

Level 2 analysis Service desk incident

Resolution Service change desk

Deploy resolution Service desk close tickets

40714 Source: Forrester Research, Inc.

December 11, 2006 © 2006, Forrester Research, Inc. Reproduction Prohibited

 Tech Choices | Champagne Monitoring On A Beer Budget 7

PRODUCT CHOICES
To make the process-driven approach more concrete, we have assembled a nonexhaustive list of
products that could provide the information required by an incident and problem management
process. Three components are required: 1) a monitoring solution that provides infrastructure
monitoring data and potentially some root cause analysis; 2) a help desk solution; and 3) a run book
or operational process automation solution that will provide automation and integration between
the solution components.

Monitoring
When it comes to IT infrastructure — servers, applications, databases, and networks — it is vital to
have tools to monitor key performance aspects in real time and over time. The following monitoring
tools are possible choices:

· ProactiveNet relies on strong analytics for root cause identification. The monitoring
solution of ProactiveNet collects and correlates performance data in real time across the entire
IT infrastructure, spanning application and Web servers, operating systems, network devices,
databases, and applications or in-house scripts. This data serves as basis to identify the root
cause of performance problems. The tool sets intelligent thresholds through learning the above
and below baseline abnormalities across the different infrastructure components. This input is
then used to provide alarms to the IT operations team. The monitoring solution is an agentless
solution.

· Indicative Software is an agentless holistic monitoring solution. The Infrastructure

Performance Management (IPM) tool of Indicative Software monitors the performance of a
variety of domains such as networks, systems, application servers, databases, and storage servers.
This is done from a single management console which has out-of-the-box templates already
configured for typical issues which could arise. The product is agentless.

· NetIQ manages from an application perspective. The AppManager Suite centrally manages
the health, performance, and availability of applications across Windows, Unix, Linux, VoIP,
and network devices. An SNMP tool kit allows the monitoring of other systems and devices.
Agents are installed on the managed nodes which inform the management server about issues at
the managed nodes. This data is stored in a repository that sits on the management server.

· Quest Software presents a comprehensive monitoring suite. The solutions from Quest
are threefold: application management, database management, and Windows management.
Application management is done via Foglight. Agents collect and correlate data from all
aspects of the application and store it in a database for analysis and/or reporting. The database
management tools cover the entire life cycle from quality and optimization to performance and
availability and change and configuration management. The Windows management tools are

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8 Tech Choices | Champagne Monitoring On A Beer Budget

solely focused on the entire MS Windows environment with all its subsets. Examples are MS
Exchange Management, Active Directory Management, and SharePoint.

· Microsoft Operations Manager (MOM) capitalizes on Windows knowledge. MOM

allows IT organizations to monitor Microsoft Server System environments. It is comprised
of a variety of consoles for the operators and administrators. It contains management packs
which are a collection of monitoring rules with predefined thresholds, a knowledge base with
troubleshooting and resolution information, and scripts that can be used to quickly resolve
identified issues for operators.

· Heroix now provides a complete agentless suite. Heroix Longitude is an agentless

multiplatform application and system performance monitoring tool for heterogeneous
environments. The tool has prepackaged monitoring solutions for all major operating
systems, database servers, J2EE Application Servers, MS Exchange, Web servers, network and
infrastructure components, common transactions, and usage trends. Additionally, Longitude
allows for the monitoring of SNMP devices by importing any management information base
(MIB) and selecting metrics of interest. These out-of-the-box solutions include key performance
metrics for the particular subject area.

· Nagios provides basic network monitoring. Nagios is an open source network monitoring
tool which runs under the Linux operating system but can also run on most Unix systems. It
monitors network services such as Simple Mail Transport Protocol (SMTP), POP3, etc., and
host resources such as processor load, disk and memory usage, log files, etc. “Plugins” allow
for the development of customized host and service checks. All these devices monitored send
a status check back to the administrator. Nagios also monitors environmental factors such as
temperature. The tool comes with reports and a variety of alerting mechanisms (email, SMS,
instant messaging, etc.).

· Open NMS is a traditional infrastructure monitoring tool. Open NMS is an open source
network management platform which provides enterprise-grade network management. It
supports the monitoring of large number of nodes from one single server. Key features include
automatic discovery, detecting new services on new and existing nodes, and gathering response
time and performance data. The engine is rule-based which allows for customization.

· ServicePilot offers an all-in-one management solution. Combining fault management,

performance management, service-level management, and capacity planning management
solutions through a unique platform, ServicePilot has enjoyed some successful bids against
major management software vendors in Europe.

· SolarWinds is the best-kept secret of network management. The Orion Network Performance
Monitor, with additional Orion Modules, allow for the monitoring of IT infrastructure. Orion

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 Tech Choices | Champagne Monitoring On A Beer Budget 9

Network Performance Monitor uses standard MIBs and protocols to monitor the network
without requiring agents. It automatically discovers routers, switches, servers, and other devices
within the network. The alert engine is configurable for different network scenarios as well as
different alert actions.

· Sysload offers a complete performance management suite. As a competitor to BMC

Performance Manager, Sysload offers an event monitoring product for servers. Coupled with a
performance management and a capacity planning module, all report through a portal.

· Zenoss looks like a strong competitor for large frameworks. Combining open source and
other sources, Zenoss Core is a complete solution that monitors all components, including
applications, at the event, performance, and configuration level.

Many other solutions are available on the market. Among the potential vendors to look at are
Argent, Ipswitch, and RedHat.

Service Desks
Service desk tools — also known as help desk tools — are often the first time business users have
contact with IT services when something does not work as expected. The two main parts of a
service desk solution are the management of incidents and the communication of the resolution to
the existing incidents. Some available service desk tools:

· BMC Software has expanded its solutions with Magic. BMC Service Desk Express Suite
(formerly Magic Service Desk) is a service support solution for midsize businesses. This browser-
based tool automates help desk support functions for both the help/service desk administrator
and the employee or client. It provides self-service ticketing, service management, asset
management, and, most importantly, an automated way to manage and track issues and their
respective resolutions which users of the IT service experience.

· IBM has also acquired a service desk. IBM’s recent acquisition of MRO Software with
its Maximo Enterprise Suite provides both a service desk component to the IBM service
management portfolio and support for service requests to its solution. The IBM Tivoli Service
Desk closely aligns IT operations and the business by improving IT service support and
delivery performance. The IBM Tivoli Service Desk supports self-service requests for incident
and problem management and it ties into contract management and procurement. It also
manages the intersection of users and IT operations, helping ensure the smooth transition to
IT operations, where change and configuration management, release management, and service-
level management are all managed. IBM Tivoli Service Desk is a Web-architected J2EE solution
with advanced business process management that is based on SOA, Web services, and XML.
The other important pieces of the Maximo Enterprise Suite are its asset and service management
and SLA Manager components. Service management provides end users the ability to track

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10 Tech Choices | Champagne Monitoring On A Beer Budget

their service requests, whereas the Maximo SLA Manager allows maintenance organizations to
manage the entire SLA life cycle.

Process Automation
Process automation functions as an integration tool between monitoring and service desk solutions.
Many of the available solutions leverage best practices such as ITIL or internally established best
practices. The following is a list of some available process automation tools:

· RealOps capitalizes on its actual IT operation experience. The Automation Management

Platform (AMP) of RealOps is a solution that allows customers to integrate best-of-breed
systems management solutions into one integrated operations management tool. This approach
emphasizes the process aspects of the IT organization and supports multiple best practices,
such as ITIL. Through adapters, it receives necessary details from other tools such as event
management systems or performance management tools. This information is then the basis for
an operations process center with a common data model, a rules engine, a scheduler, a library,
and a processor. A development studio allows developers and business analysts to either use
prebuilt ITIL process templates or develop their own operational processes. Process modules
which are already predefined or can be defined new, such as operator actions, key performance
indicators, or reports, extend and support the execution of these operational processes.

· Opalis is one of the pioneers of process automation. Opalis Integration Server integrates,
orchestrates, and provides workflow between different management tools, applications, and
infrastructure components. It updates existing configuration management databases (CMDBs)
with the changes in configurations, and updates service desk applications with the necessary
process details. Its integration packs extend automation to systems management applications
that are monitoring solutions, as well as service desk solutions, data protection solution,
virtualization, and provisioning software and other tools (for example, Cognos).

· iConclude is a more recent, but potent solution. OpsForce is a data center automation
solution tool which sits between the existing monitoring solutions and the service desk solution
and executes predetermined resolution procedures for alerts and incidents. Predetermined
resolutions are automated procedures such as alert acknowledgement, trouble ticket creation,
running troubleshooting tests, taking repair actions, and closing tickets with clearing the alerts.
The OpsForce Studio tool is used to create these automated processes, and the accelerator packs
provide flows and out-of-the-box processes that are built on ITIL’s best practices. Opsware
has announced a partnership with iConclude to automate the different processes related to
the Opsware product line. The concept is similar to BladeLogic’s, as is the name Orchestrator.
Currently, iConclude supports HP OpenView for Windows, BMC Remedy, Mercury SiteScope,
and Microsoft MOM and SMS.

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 Tech Choices | Champagne Monitoring On A Beer Budget 11

R E C O M M E N D AT I O N S

LOW COST AND HIGH EFFECTIVENESS ARE NO LONGER MUTUALLY EXCLUSIVE

Most of the major monitoring solutions have been built from the ground up in an attempt to
cover all the management issues of an IT operation in a coordinated and integrated manner.
The major management software vendors — BMC, CA, IBM, and HP OpenView — have a
comprehensive portfolio of management applications, but the price to pay has often been
complexity, difficult deployment, and high license costs. Despite genuine efforts from these
vendors, it is still difficult to find an efficient entry-level solution in their catalogs.

Smaller and innovative upstarts have produced more targeted solutions, usually at a lower
price. However, firms fearing future integration issues are sometimes reluctant to opt for “point
solutions.” The advent of operational process automation and integration products such as
RealOps, Opalis, and iConclude change the parameters of the choice. It is now possible to provide
a level of communication and automation between diverse solutions without getting into
extensive in-house customization. The best practice:

· Adopt a process-driven approach rather than a technology-driven approach. In many

cases, product choice is driven by the technologist rather than an overall management
strategy. Defining what information is required by a process, and working toward which
monitoring tools provide the information, will provide less product overlap and avoid the
proliferation of tools within IT operations.
· Understand the level of integration required between products. In many instances,
complete product integration around a common data store is rarely needed, simply because
the missions of the different IT operation groups will require different tools. An incident and
problem management process requires information on problem characterization, origin, and
probable cause, not a complete integration.

W H AT I T M E A N S

THIS IS NO LONGER ROCKET SCIENCE

Infrastructure components tend to become more and more commodity products that do not
require an extensive library of monitoring agents. This relative simplification of the infrastructure,
coupled with a better understanding of distributed systems and a universal acceptance of IP as a
communication protocol, means that relatively small teams can now create monitoring solutions
that are as good, if not sometimes better, than large management software companies. A clear
sign has been the renewal of monitoring technologies used by larger players like IBM and CA
through the acquisition of smaller players such as Micromuse, Concord, and Aprisma.

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12 Tech Choices | Champagne Monitoring On A Beer Budget

A LT E R N AT I V E V I E W

LARGE VENDORS PROVIDE MORE INTELLIGENCE

Many innovative solutions can effectively compete with the major management solution suites
at the pure infrastructure monitoring level. However, the future of IT operations is certainly to
control costs through an extensive use of automation. This evolution of enterprise management
software requires knowledge, provided, for example, by a CMDB, and also extensive analytical
work at the application behavior level. To achieve this new generation of products, investments
beyond the reach of small companies are required. Past a certain infrastructure size, enterprises
will have to think in economical terms and turn to larger vendors; their products may not be
cheap to buy and install, but may be the only solution to contain IT operation costs in the long
run.

ENDNOTES
1
A UK government agency published the first ITIL document in 1992 for use in the public sector. The library
contained books of guidance on the processes within IT service management and covered help desk, plus
problem, change, service-level, and configuration management, based on a best practices approach.
2
Extensible Markup Language (XML) is a simple, very flexible text format derived from SGML (ISO 8879).
Originally designed to meet the challenges of large-scale electronic publishing, XML is also playing an
increasingly important role in the exchange of a wide variety of data on the Web and elsewhere.

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