SG5022 – IT Service Management – CA 2
1.
2.
3.
4.
5.
A0079953 : LEE ZHONG DE ROLLEI
A0079949 : JIANG HAO MIN
A0080037 : ZHOU ZIFENG
A0092677 : JOHN ROBERT BORCHORST
A0092649 : VISWALINGAM ARIVAZHAGAN
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SG5022 – IT Service Management – CA 2 a) Calculate the overall availabiligy of this e-service- Assuming that the agreed service time of this e-service is 24x7, what is the amount of unscheduled downtime (ie. DT) in a year‘?
 Overall availability = 0.995 * 0.98 * 0.993 * 0.995 = 0.9634329285

Unscheduled downtime = (365 * 24) * (1-0.9634329285) = 320.32 (hours) b) XYZ Company has been receiving many complaints from customers that the e-service is often down when they need to use it. XYZ Company has decided that it should raise the availablily of this e-service to 97%. What is the unscheduled downtime (ie. DT) or disruption in a year with this new availability?

Unscheduled downtime = (365 * 24) * (1-0.97) = 262.8 (Hours) c) What is the difference in DT between b) and a) above? What Cost of Unavaiiability would
XYZ Company avoid with the increase in availability’?

Total lost in cost incurred for each hour of downtime = 300 + 100 + 50 = 450.

Cost Incurred for existing 96.3% = 320.32 * 450 = 144,144.00

Cost Incurred for targeted 97% = 262.8 * 450 = 118,260.0

Total savings = 144,144.00 - 118,260.0 = 25,884.00
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SG5022 – IT Service Management – CA 2 d) With these basic options and the configuration in a) above as a base, draw two configuration alternatives for the e-service infrastructure (ie. draw Option A an Option B)?
Option A - $30,000
A B C D
99.5% 99.5% 99.3% 99.5%

Availability = 0.995 * 0.99.5 * 0.993 * 0.995 = 0.978179350875 = 97.8%

Unscheduled downtime = (365 * 24) * (1-0.9781) = 191.844 (hours)

Total lost in cost incurred due to downtime = 191.844 * 450 = $86,329.800
Option B - $15,000
B
A
98%
C D
99.5% B 99.3% 99.5%
98%

Availability =0.995 * (1 – ( (1-0.98) * (1-0.98) ) )* 0.993 * 0.995 = 0.982701587 = 98.2%

Unscheduled downtime = (365 * 24) * (1-0.9827) = 151.548 (hours)

Total lost in cost incurred due to downtime = 151.548 * 450 = $68,196.600
Will each of the alternatives be able to meet the new target of 97% availability? What is the actual availability of each alternative?

Yes. Both options will be able to meet the 97% availability. Option A has a availability of
97.8% and Option B has 98.2%
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SG5022 – IT Service Management – CA 2
Be cost-justifiable based on the benefit from c) above and the need to the cost within one year‘? (Clue: What is the actual new DT based on availability of the alternative‘? How much has the actual Cost of Unavailability been reduced?)
Previously the unavailability cost was: 144,144.00
Actual Cost of Availability of Option A = 86,329.800, hence factoring in the upgrade cost of
30,000 the actual unavailability cost been reduced = 144,144.00 – (86,329.800 - 30,000) =
27,814.200
Actual Cost of Availability of Option B = 68,196.600, hence factoring in the upgrade cost of
15,000 the actual unavailability cost been reduced = 144,144.00 – (68,196.600
- 15,000) =
60,947.400

Yes. Both options have a breakeven point within a year. However, option B has a higher cost reduction.
Which option will you recommend to XYZ. Company?

Option B has a lower implementation cost and higher availability. Hence option B is a better option
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SG5022 – IT Service Management – CA 2 e) Research the web for 3 tools or software which can be used to measure service a and/or component availability. Give the 3 web references (ie. URL) for these tools sofiware. Give a brief stmlmary explanation of what these tools or software do (instating which type of availability do they measure - service or component?)
Tool 1: CA Spectrum
Type of measurement
Service & Component
URL http://www.dachsug.ch/wiki/index.php/Report_Manager_%28SRM%29
Description
CA Spectrum is a product suite part of CA Service Assurance / Infrastructure Management solutions.
Spectrum is a expert system using a semantic network with frames as knowledge base as a sort of virtual model of the real infrastructure (CA uses the term Virtual Network Machine). Inference handles are implemented to update the VNM.
The core module will collect availability data from components and store up/down type of event in a database.
Spectrum uses the VNM to determine cause and impact.
Component availability is calculated based on the the time gap between up, down events and whether the component was the cause or just impacted.
Services are measured based on a kind of Component Failure Impact Analysis (CFIA) model. Where component events will impact the service depending on CFIA model for each.
Tool 2: CA eHealth
Type of measurement
Service & Component
URL http://www.ca.com/us/products/detail/CA-eHealth-Performance-Manager.aspx
Description
CA eHealth is a product suite part of CA Service Assurance / Infrastructure Management solutions.
The core module will collect availability and performance data from components and store the raw data in a database.
It will create baselines for trending and forecasting. Service profiles can be created to set thresholds for acceptable performance and availability. Projections is created estimating the time in days before a component is likely to reach saturation point.
Service exception point will be assigned based on the service profiles and a service report can be
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SG5022 – IT Service Management – CA 2 created highlighting current capacity and future problems. Including over/underutilized and unbalanced components .
Its includes a basic what-if modeling tool than can be use show what and percentage increase/decrease in demand or capacity would impact the trend.
Ad-on modules can used to monitor the performance and availability of business-critical applications, transactions, and services as well as the end-user experience. Using passive and robotic transactions monitoring. eHealth uses 2 terms for availability management, reachability and availability on component level.
Where reachability is the measurement for whether the component is contactable from a defined point in the network. And availability is calculated based attributes like system uptime and is not impacted on whether any upstream device prevented the component being contactable.
Availability for services would be a combination of components groups and transaction timeouts.
Tool 3: BMC Service Impact Manager
Type of measurement
Service & Component
URL http://www.columnit.com/images/stories/PDFfiles/bmc-service-impact-manager.pdf
Description
BMC Service Impact Manager is part of BMC ProactiveNet Performance Management Suite. Its a pure event manage, relying on other tools to send events to it. Availability is calculated using an event based ProLog rule engine.
Service Availability is calculated based on a kind of Component Failure Impact Analysis (CFIA) model. And/Or the inclusions of events from a transaction monitoring tool.
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SG5022 – IT Service Management – CA 2
2. The e-service application of XYZ. Company from question 1 consists of two different types of e-service — one for customers‘ purchase of XYT products and another for supplier's use in processing of invoices for supplies to XYZ Company. a) With regard to Business Capacity. Currently, XYZ. Has 12,000 e-purchases a year and has to process 2,400 supply invoices annually. For next year, the Sales Dept of XYZ company has projected a 10% increase in e-purchases while the Manufacturing Dept has projected a 3% increase in e-invoices. What is the projected Business Capacity requirements for next year in terms of number of e-purchases and number of e-invoices?
Ans: Annually e-purchases will increase to 12000 * (1+10%) = 13200
Ans: Annually e-invoices will increase to 2400 * (1+3%) = 2472 b) With regard to Service Capacity, one e-purchase will result in an average of 5 transactions in the
XYZ. e-service application, while one e-invoice will result in an average of 3 transactions in the
XYZ e-service application.

What is the current Service Capacity requirement in terms of total number of transactions a year in the e-service application?
Ans : 5 * 12000 + 3 *2400 = 67200

What is the projected Service Capacity requirements for next year in terms of the overall total number of transactions in c-service application?
Ans : 5 * 12000 * (1 + 10%) + 3 * 2400 * (1+ 3%) = 73416

What is the % increase in total number transactions?
Ans : (73416 – 67200) / 67200 = 9.25% c) With regard to Component Capacity, the simulation model of CPU usage to transaction rate for the XYZ Company e-service is shown in the chart below. The current peak transaction rate is 30 transactions per minute. Assume that for next year, the increase in peak transaction rate will be the same % as the increase in total number of transactions (see b) above).

What is the projected peak transaction rate for next year?
Ans : 30 * (1 + 9.25%) = 32.775
 What is the projected CPU utilisation percentage next year?
Ans : 20%
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SG5022 – IT Service Management – CA 2
If XYZ Company has the policy to upgrade capacity before CPU utilization percentage reaches 70%, what plan should the company make for this server in the Capacity
Plan?
Scope
The scope only covers the server CPU utilization for the server used in e-service
Duration of reporting
Since no duration or frequency is indicated for the service capacity plan, the resource capacity report will only cover 12 months.
Frequency
The frequency of the resource capacity report is one month. In order to be able to detect deviation from the plan baseline.
Assumptions and data which the forecast is based
We do not have any other data than CPU utilization and is therefore unable to determine any potential bottlenecks course but other components performance indicators.
We assume that the relationship between transactions and CPUs utilization is correct. And that the data in which the CPU utilization modeling is performed is sufficiently granular and has excluded potential
CPU load course by other processes then the processes needed for the service application.
Trends in resource utilization
We have no CPU utilization data to perform any trending.
Capacity and performance threshold about to be reached
We do not have any current or open diction for any trade shows to be breached.
Exceptional deviations from the baseline
We do not have any prior baseline in which to determine any deviations.
Current and recent resource usage
We do not have any current or recent resource usage, only the current requirements in terms of transactions related into CPU utilization. And based on this estimate our current peak utilize station is around 20%.
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SG5022 – IT Service Management – CA 2
Forecast
Short –term: We do not have a short-term for cost d ue to th e lack of data
Long-term : Our best 12 months for cost would estimate a utilization of around 20%.
Measures to cope with extra demand
No measures exist to cope with any extra demand.
Risks
That's a high risk that the underlying data that this capacity plan is performed on this flawed.
We do not have any response time, transaction time for the e-service which resources we are creating this plan for. And therefore have no way to assess the relationship between acceptable response time and resource consumption. Furthermore we are only assessing one parameter (CPU Utilization) whereas we should be interested in identifying all the potential bottlenecks and delivery stream of service. Additionally we cannot have any actual performance data in which we can go in and make a real assumption about the actual acquirement of resources needed to support the service.
Recommendations
Our best forecast for the server CPU does not warrant any upgrade based on our policy of upgrading before we reach 70%
But based on the huge amount of risk that we have taken in creating this capacity plans. We are leaving ourselves extremely vulnerable to getting our plan wrong.
Furthermore the only policy we have regarding to capacity planning is one that states that we should operate once at peak utilize station gets to 70%. This policy is potentially a problem in our goal to optimize resources and giving value to the business by reducing our cost. We should instead assess our services in terms off the user experience (their utility) and plans and resources and money should be targeted towards ensuring that we can maintain the user experience. If a modeling shows that the user experience with the CPU/station that doesn't have a prolonged peak of 100% would be sufficient
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SG5022 – IT Service Management – CA 2
Research the web for 3 tools or software which can be used to measure CPU utilization or any other IT service capacity. Give the 3 web references (ie. URL) for these tools or software. Give a brief summary explanation of what these tools or software do and how they might be used for capacity planning or management.
Tool 1: Blue Coat PacketShaper
Type of measurement
Service
URL http://www.bluecoat.com/products/packetshaper
Description
PacketShaper from blue coat is a appliance that monitors network traffic. It has visibility on network layer 7, this enable it to be able to identify the different applications that are being routed through this network point and monitors the transaction time between the end user and the application giving it a full picture of the time for single transaction. Thereby being able to identify potential slowdowns delays within client network and application. It also happened capability to prioritize traffic so that business-critical application traffic gets priority and give by insured throughput and other types of traffic that on non-are critical will be given a new priority and only give through once sufficient bandwidth is available. packetShaper can be used in capacity management in 2 ways 1st it can be used to monitor the transaction time between end users and applications/services. In the 2nd way is that it can be used as an activity among management tool by prioritizing application traffic.
Tool 2: CA eHealth
Type of measurement
Service & Component
URL http://www.ca.com/us/products/detail/CA-eHealth-Performance-Manager.aspx
Description
CA eHealth is a product suite part of CA Service Assurance / Infrastructure Management solutions.
The core module will collect performance data from components and store the raw data in a database.
It will create baselines for trending and forecasting.
Service profiles can be created to set thresholds for acceptable performance and availability.
Projections are created estimating the time in days before a component is likely to reach saturation point.
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SG5022 – IT Service Management – CA 2
Service exception point will be assigned based on the service profiles and a service report can be created highlighting current capacity and future problems. Including over/underutilized and unbalanced components .
It includes a basic what-if modeling tool than can be use show what and percentage increase/decrease in demand or capacity would impact the trend.
Ad-on modules can used to monitor the performance and availability of business-critical applications, transactions, and services as well as the end-user experience. Using passive and robotic transactions monitoring.
Tool 3: CACTI
Type of measurement
Component
URL http://www.cacti.net/index.php
Description
Cacti is an open-source, web-based network monitoring and graphing tool build as a front-end to
RRDtool (Round Robin database tool). it collects component data such as CPU, disk space, network traffic. Stores the collected data in a database and provides a graphing of historical data functionality.
The graphing tool also enables you to show the current trending as an additional chart. Catching can be used in capacity management to monitor that the expected performance of the components are working optimal and can be used as a baseline for forecasting.
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