Tore Stokkedal, CLA Norway, IBM Infrastructure Outsourcing
Changes, do we have data to predict the
effect
Or predict and track effect of Changes.
© 2009 IBM Corporation
Talking points
 Sorting
– What effect – which quality attributes
– On what level – where in the data model
– What Changes
 What is available
 The challenge of collecting data
 Solution for data capture – ITIL IPCC
Protecting our customers:
The “War stories” is mine and do not represent
any specific customer or customer situation.
The presentation contains my views and
experiences – and do in no way represent a
official IBM view
© 2009 IBM Corporation
What quality attributes – what customers ask for
 Availability
 Response time
 Recovery time for disaster
Mean time between failure?
Process execution time?
 Process related
– Time to respond on servicedesk
– Time to start work on Incident
– Time to resolve Incident
– Time to security patch
– …….
© 2009 IBM Corporation
Quality attributes – on what level
 Availability
 Response time
 Recovery time for disaster
 Mean time between failure?
 Process execution time?
Including network?
© 2009 IBM Corporation
 IT solution
–Architectural
–Design
–Parameters
–Capacity
–SW patching
Incidents
What type of changes
 Business process
 Organization design
Time
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The facts and statistics we have
 HW – like MTBF for disk
 Benchmarked or calculated values like:
– IO pr seconds
– RPE2 from IDEAS as relative performance
estimate
– TPC-X as transactional capacity
– ….
 Server availability – given a framework
– 98.0 to 99.99 is known
 Application availability – for some applications
 Event statistics on servers
 Response time for applications
© 2009 IBM Corporation
The challenge of collecting data
 Complex datamodel
 Demanding to capture and maintain
description of environment – configuration
items
 Requires configuration available for Incident
and Problem
 Complexity makes use of statistics as input to
model demanding
ITIL V3 defines:
Configuration Management System
© 2009 IBM Corporation
IT – CMDB Datamodels
 Common Information Model (CIM)
 Tivoli Common Data Model
 …..
© 2009 IBM Corporation
Solution for data capture and analysis – ITIL IPCC
© 2009 IBM Corporation
Where are we – according to Gartner
Source: Gartner (July 2010)
© 2009 IBM Corporation
Summary
 It is statistics and benchmarks for some areas
 It is a need for improved capability to capture configuration and events (Event, Incident,
Problem, Change) to enable solid analysis capability
 We are dependent on expert input and modeling
 Quality attributes must me measured
© 2009 IBM Corporation