Roadmap to

IT Automation
Reducing operational expenses;
Unifying configuration and compliance

Something has to change

It costs more to MANAGE a
server than to buy it

Spend
$ Billions
250

200

150

100

Business decision makers areServer

demanding
IT:
Management and
Spend
1. Support the growth of theAdministration
business
71%
Key Drivers of Cost:
2. Lower risk
1. Virtualization
67%
2. Compliance
44% 3. Reduce cost
Requirements
3. Process Silos

50
56%

33%

29%

1999

2006

2010

New Server Hardware Spend

How will you fund supporting business growth?

IT budget 3-6% of revenue
75% of IT budget spent treading water

It still takes days or weeks to put a well

understood configuration into
production

50+% A
of IT budget spent on labor costs Manual tasks in patching process lead
breakthrough in operational
efficiency
isvulnerability
needed:
to delays
that increase

to handle
currentcosts
workload
Management
and Administration
Changes are made outside of process,
growing 10% per year

leadingfor
to downtime
and poor
to free personnel and budget
innovation

Virtual Machines and Network devices

doubling every 2 years

performance

Identifying targets for consolidation

and which applications can coexist on

the same physical server is mostly
guesswork

BMC Service Automation Mission

To provide automation
software which enables
IT organizations to
manage, control and
enforce rapid
configuration change
while minimizing risk.

Copyright 2/4/2011 BMC

Automation at BMC
Our Automation Roadmap Story

Why Automate?

Allows staff to focus on higher value work.

No need to teach support personnel system specific expertise.
Eliminate Operator Errors by employing automated processes.
Automated processes are built on best-practice standards and ensure compliance with corporate policies and regulatory
requirements every time.
Improve operational efficiency through orchestration that bridges tools and organizational silos.
Reduce mean time to repair (MTTR) through accelerated, standardized and policy-based responses to events.

Benefits

Fewer incidents due to operator error.

Reduced outage time.
Fewer resources spent on repetitive tasks.
TIER-2 and TIER-3 Engineering being performed by TIER-1 Engineers.
Automated Processes.

Three Key Objectives of I&O Automation

Our Automation Roadmap Story

Change the
work

Incidents /
Requests
Problems
Changes

Move
the
work

Eliminate
the work

The Three Key Objectives of I & O

Automation Sample Metrics and Targets
CHANGE THE WORK
% Emergency/Expedited Change Requests
% Templatized Changes
% CIs Correctly Changed on First Try
% Reoccurrence of Sev 1/2 Issues on Fixed Tier 1 CIs
Mean Time Between Sev 1s on Tier 1 CIs
Mean Time to Resolve Sev 1s on Tier 1 CIs

MOVE THE WORK

% Service Desk Tickets Properly Assigned First Time
% Sev 1 and 2 CIs Resolved by Operations
% Sev 3 and 4 CIs Resolved by Service Desk
Average Age Sev 3 and 4 Tickets at the Service Desk

ELIMINATE THE WORK

Server Rebooting
Root Password Changes
Compliance Audits

Patch/Update Management
Database Server Installs
Self Service PC Re-Imaging

Business Challenge:
Demands on IT Outpace Resources & Budget

Today

Task Volume

Tasks

Automation is the
Key to Meeting
Demands
Headcount

Time

Normal
workload
8

Copyright 2/4/2011 BMC Software, Inc.

BMC IT: Implementation of Automation

Our Automation Roadmap Story

June 2008Start of implementation.

Continuous Compliance
Reduce Repetitive Tasks / IT Workload
Consistent and Predictable IT Environment

Phase 1

Phase 2

Phase 3

Phase 4

Standardize
on Systems
Automation
Tool and
identify
training
requirements
and
opportunities
.

Work with
Problem
Manager on
identifying
easy
automation
tasks (low
hanging fruits)
for quick ROI
and start
building
confidence and
toolbox.

Integrate with
Incident and
Change
Management,
CMDB,
BEM,
BladeLogic and
other systems,

Continue
looking for and
enhance /
implement
automation
opportunities.
Train
additional
individuals.

= still in progress

BMC IT: Implementation of Automation

Our Automation Roadmap Story
Initial Automation Phase comes with a learning curve
Automation Tool comes with a learning curve.
Confidence in the Automation tool needs to be earned. Both from an Automation Engineer and
Business perspective.
Crawl Walk Approach
Do not worry about integrations with other systems in the initial phase. This will come later.
Try to identify some low-hanging fruits; opportunities that are relatively easy to automate. (a Problem
Manager may be a great resource)
Accept that the first workflows will NOT be perfect. Trying to roll it out as such will get you in circles and
cause delays.
You can make enhancements later.
Build up confidence in the tool.
Lesson Learned: Look For Low Hanging Fruit

Automation Framework: Simplified

BSM and Service Automation Solutions

SOLUTIONS

BMC BladeLogic Server

Automation
BMC BladeLogic Application
Release Automation

Database
Automation

Application
Automation

BMC BladeLogic Network

Automation

BMC BladeLogic Database

Automation
BMC BladeLogic Client
Automation

Server
Automation

CMDB / CMS
Network
Automation

Client
Automation

Initiatives Enabled
Our Automation Roadmap Story

Application
Operations

Proactive
Operations

Data
Center
Automation

Cloud
Computing

Runbook

Client
Automation

Automation

Server
Automation

Network
Automation

Application
Release
Automation

Database
Automation

BMC IT: Implementation of Automation

Continuous Development and Enhancements
While continuing to identify and automate automation opportunities:

Confidence in the Automation Framework by the Business and Automation Engineer will grow.
Automation Engineer will become more experienced leading to more advanced workflows.
A toolbox (set of re-usable workflows) will start to form and expand.

As a Result:
Additional automation tasks will become faster and easier to implement.
Natural progression will lead to integration with ITSM, CMDB, BEM and/or other systems.
Faster ROIs. Benefits of automation will become measurable.
Additional individuals / teams will want to start automation.

Addressing the Challenges:

IT Infrastructure, Service & Application Management

BMC Service Automation

Unifies Configuration
Management and Compliance
Application
Operations

Accelerate delivery of new services

Proactive
Operations

Provisioning

Reduce the risk of change

Patching, New Releases

Improve productivity and lower the

Data Center
Automation

Cloud
Computing

Runbook

Automation

unit cost of management

Policies

Enforce operational, security, and

regulatory compliance

Templates & Remediation

Client
Automation

Server
Automation

Network
Automation

Application
Release
Automation

Database
Automation

What does BMC Atrium Orchestrator do?

Runbook Automation

Automates tasks to reduce MTTR and error rates

Eliminate repetitive and error prone manual activities

Automates scheduled, triggered, and ad-hoc activities

Orchestrates existing tools

Eliminate custom development or need for point to point integrations

Enables rapid definition and execution of new automated processes

Define it
Automate it
Measure it

Improve it

Provides view of process and data metrics to prove the savings of automation

17

Copyright 2/4/2011 BMC Software, Inc.

Process Design

Copyright 2/4/2011 BMC

18

Process Orchestration

Tab View enables

Operator to work on
multiple workflows
simultaneously

BMC Run Book Automation

Operator Control Panel
provides Role-based Access
to automated workflows

Select whether to execute

workflow in Full Automation
or Semi-Automation mode

Copyright 2/4/2011 BMC

19

Process Optimization
Reporting Portal for
real-time views and KPI
reporting of your IT
Environment

Process Status and Metrics

are Displayed and Recorded

Copyright 2/4/2011 BMC

20

Example Orchestrator Use Case Targets

Runbook Automation
Use Case

Business Benefit

Problem/Incident Mgmt

25% to 50% reduction in the number of events-incidents handled by L1

Network L1 Automation

50% to 75% efficiency gain for L1 alert based incident investigation

Server L1 Automation

25% to 50% reduction in critical application or services outages

Batch L1 Automation

50% to 75% time reduction for 3rd party events-incident vendor coordination

Client Support Automation

Network Services L2-L3

25% to 50% efficiency in L2-L3 escalated incident investigation and problem

isolation- Automate Network provisioning actions and scrubbing 1M non-critical
events/day

Technical Services L2-L3

25% to 50% efficiency in L2-L3 escalated incident investigation and problem

isolation.

Application Services L2-L3

25% to 75% efficiency in application lifecycle management and service migration

processes

Business Service Provisioning

20%-50% reduction in the time and effort for New Unit Divestitures

Virtualization Mgmt.

25% to 50% reduction in processes to plan, manage & deploy VM

DR Orchestration

25% to 75% reduction in recovery time. Reduce manual risks of the DR process

Change & Config Mgmt.

25% to 90% effort reduction for OS and Application Configuration Actions and
end to end service provisioning
Page 21

Service Automation

Cross-IT Workflows
SOLUTIONS / FUNCTIONAL AREAS

WORKFLOWS

Full Stack Provisioning

Deploy complete business services
not just devices

START

Configuration
Change Automation

SOLUTIONS / FUNCTIONAL AREAS

START

Change
Management

Closed-Loop Compliance / Audit

Approve and document remediation changes

Proactive Remediation
Triage and remediate misconfigurations
to resolve incidents

Service Request
Management

START

Continuous Performance & Capacity

Optimization
Trigger analysis & planning based on real- START
time behavior

Event and Impact

Management

Proactive
Availability &
Performance
Management

BMC Service Automation

Lets Us Show You How

Unifies Configuration
Management and Compliance
Application
Operations

Accelerate delivery of new services

Proactive
Operations

Provisioning

Reduce the risk of change

Patching, New Releases

Improve productivity and lower the

Data Center
Automation

Cloud
Computing

Runbook

Automation

unit cost of management

Policies

Enforce operational, security, and

regulatory compliance

Templates & Remediation

Client
Automation

Server
Automation

Network
Automation

Application
Release
Automation

Database
Automation