itil

ITILitil

Open Source Alternatives Name Endeavour Agile ALM [13] Sponsor Community Driven [14] References [1] deJong, Jennifer (2008-04-15). “Mea culpa, ALM toolmakers say” (http:/ / www.

Sdtimes.

Com/ SearchResult/ 31952).

SDTimes. .

Retrieved 2008-11-22. [2] http:/ / www.

Gather.

Com/ viewArticle.

Action?articleId=281474978848396 [3] InformationWeek: “HP Intros Application Lifecycle Management 11.” Babcock.

Dec. 2010 (http:/ / www.

Informationweek.

Com/ news/ global-cio/ trends/ showArticle.

Jhtml?articleID=228500116& queryText=HP Intros Application Lifecycle Management 11) [4] http:/ / www.

Atego.

Com/ products/ atego-workbench/ [5] http:/ / www.

Atego.

Com/ [6] http:/ / www.

Open.

Collab.

Net/ products/ ctf/ [7] Parasoft Composes Concerto for ALM (http:/ / www.

Sdtimes.

Com/ PARASOFT_COMPOSES_CONCERTO_FOR_ALM/ By_Jeff_Feinman/ About_ALM_and_PARASOFT/ 33679) by Jeff Feinman, SDTimes, August 13, 2009 [8] http:/ / www.

Ikanalm.

Com/ [9] http:/ / www.

Ikan.

Be/ [10] http:/ / www.

Polarion.

Com/ products/ alm/ index.

Php [11] http:/ / www.

Polarion.

Com/ [12] http:/ / inedo.

Com/ [13] http:/ / endeavour-mgmt.

Sourceforge.

Net/ [14] http:/ / sourceforge.

Net/ projects/ endeavour-mgmt/ Further Literature • Application Management: Challenges – Service Creation – Strategies; Frank Keuper, Christian Oecking, Andreas Degenhardt; Gabler Verlag 2011; ISBN 978-3-8349-1667-9 • Walter Linnartz, Barbara Kohlhoff, Gertrud Heck, Benedikt Schmidt: Application Management Services und Support, Publicis Corporate Publishing 2004, ISBN 3-89578-224-6 Electronic sources • ASL-Library (http://www.aslbislfoundation.org) • IT Infrastructure Library (http://www.itil.org/en/vomkennen/itil/index.php) • Expert group “Application Management Experts” on Linkedin (http://www.linkedin.com/ groups?mostPopular=&gid=2865118&trk=myg_ugrp_ovr) Application performance management 6 Application performance management Application performance management, or APM, refers to the discipline within systems management that focuses on monitoring and managing the performance and service availability of software applications.

APM can be defined as process and use of related IT tools to detect, diagnose, remedy and report application’s performance to ensure that it meets or exceeds end-users’ and businesses’ expectations.

Application performance relates to how fast transactions are completed on behalf of, or information is delivered to the end user by the application via a particular network, application and/or web services infrastructure. Methods for Measuring Performance There are two main methods by which applications performance is assessed for production applications.

The first is measuring the resources used by the application, has been in use since computers have been used for business applications, and is still in use.

The second is measuring the response time of applications from the perspective of the end user.

Application performance management is related to end-user experience management and real user management in that measuring the experience of real users in the use of an application in production is considered by many as being the most valid method of assessing the performance of an application in production. Platforms The use of application performance management is common for web applications written to JEE and Microsoft .NET platforms.

All of the leading systems management vendors have JEE and .NET APM products in their portfolios.

These APM for JEE and .NET based applications have the advantage of being able to measure response time from the perspective of the web server, and being able to provide root cause analysis for the likely causes of performance issues within the applications code executing in the JEE or .NET environment.

Many of these products also have connectors that monitor the transaction flow from the business logic layer of the application to the database server, or to external interfaces like web services.

Some of these vendors also have HTTP appliances in their product line that can decode transaction specific response times at the web server layer.

Dependency injection software development frameworks on JEE instrument an application to provide performance metrics automatically.

For example, Spring-based JEE applications support management protocols to provide observed issues in application operation to a performance management tool/dashboard.

SpringSource acquired APM-player Hyperic in 2009 to combine application development, automatic application instrumentation, and application performance management.

Aspect Oriented Programming on JEE platforms enables automatic performance monitoring without instrumentation of the application.

PushToTest TestMaker is an open source load testing solution that integrates with Glassbox, an open source application performance monitoring and troubleshooter application. Current Issues — [1] Longley, Dennis; Shain, Michael (1985), Dictionary of Information Technology (2 ed.), Macmillan Press, p. 164, ISBN 0-333-37260-3 [2] “information technology (subscription required)” (http:/ / dictionary.

Oed.

Com/ ), Oxford English Dictionary (2 ed.), Oxford University Press, 1989, , retrieved 20 November 2010 [3] ABET (http:/ / www.

Abet.

Org/ forms.

Shtml#For_Computing_Programs_Only) [4] Isbell, Charles; Impagliazzo, John; Stein, Lynn; Proulx, Viera; Russ, Steve; Forbes, Jeffrey; Thomas, Richard; Fraser, Linda et al. (December 2009), (Re)Defining Computing Curricula by (Re)Defining Computing, Association for Computing Machinery, ACM, pp. 203–225, ISBN 978-1-60558-886-5 [5] ACM-SIGITE (http:/ / www.

Sigite.

Org/ ) [6] “Gartner Says Worldwide IT Services Revenue Declined 5.3 Percent in 2009” (http:/ / www.

Gartner.

Com/ it/ page.

Jsp?id=1363713), Gartner, , retrieved 20 November 2010 Information technology 12 Further reading • Adelman, C. (2000).

A Parallel Post-secondary Universe: The Certification System in Information Technology.

Washington, D.C.: U.S.

Department of Education. • Allen, T., and M.S.

Morton, eds. 1994.

Information Technology and the Corporation of the 1990s.

New York: Oxford University Press. • Shelly, Gary, Cashman, Thomas, Vermaat, Misty, and Walker, Tim. (1999).

Discovering Computers 2000: Concepts for a Connected World.

Cambridge, Massachusetts: Course Technology. • Webster, Frank, and Robins, Kevin. (1986).

Information Technology—A Luddite Analysis.

Norwood, NJ: Ablex. • The Global Information Technology Report 2008–2009 (http://www.weforum.org/pdf/gitr/2009/ gitr09fullreport.pdf), World Economic Forum and INSEAD, 2009, ISBN 978-92-95044-19-7 External links • The Information Technology Infrastructure Library (ITIL) (http://www.itil-officialsite.com/home/home.asp) Systems management Systems management refers to enterprise-wide administration of distributed systems including (and commonly in practice) computer systems.

Systems management is strongly influenced by network management initiatives in telecommunications.

Centralized management has a time and effort trade-off that is related to the size of the company, the expertise of the IT staff, and the amount of technology being used: • For a small business startup with ten computers, automated centralized processes may take more time to learn how to use and implement than just doing the management work manually on each computer. • A very large business with thousands of similar employee computers may clearly be able to save time and money, by having IT staff learn to do systems management automation. • A small branch office of a large corporation may have access to a central IT staff, with the experience to set up automated management of the systems in the branch office, without need for local staff in the branch office to do the work.

System management may involve one or more of the following tasks: • • • • • • • • • • Hardware inventories.

Server availability monitoring and metrics.

Software inventory and installation.

Anti-virus and anti-malware management.

User’s activities monitoring.

Capacity monitoring.

Security management.

Storage management.

Network capacity and utilization monitoring.

Anti-manipulation management Systems management 13 Functions Functional groups are provided according to International Telecommunication Union Telecommunication Standardization Sector (ITU-T) Common management information protocol (X.700) standard.

This framework is also known as Fault, Configuration, Accounting, Performance, Security (FCAPS).

Fault management • Troubleshooting, error logging and data recovery • Hardware and software inventory • As we begin the process of automating the management of our technology, what equipment and resources do we have already? • How can this inventorying information be gathered and updated automatically, without direct hands-on examination of each device, and without hand-documenting with a pen and notepad? • What do we need to upgrade or repair? • What can we consolidate to reduce complexity or reduce energy use? • What resources would be better reused somewhere else? • What commercial software are we using that is improperly licensed, and either needs to be removed or more licenses purchased? • Provisioning • What software will we need to use in the future? • What training will need to be provided to use the software effectively? • Software deployment • What steps are necessary to install it on perhaps hundreds or thousands of computers? • Package management • How do we maintain and update the software we are using, possibly through automated update mechanisms? • Billing and statistics gathering • Software metering • Who is using the software and how often? • If the license says only so many copies may be in use at any one time but may be installed in many more places than licensed, then track usage of those licenses. • If the licensed user limit is reached, either prevent more people from using it, or allow overflow and notify accounting that more licenses need to be purchased. • Event and metric monitoring • How reliable are the computers and software? • What errors or software bugs are preventing staff from doing their job? • What trends are we seeing for hardware failure and life expectancy? • Identity management • Policy management However this standard should not be treated as comprehensive, there are obvious omissions.

Some are recently emerging sectors, some are implied and some are just not listed.

The primary ones are: • Business Impact functions (also known as Business Systems Management) • Capacity management • Real-time Application Relationship Discovery (which supports Configuration Management) • Security Information and Event Management functions (SIEM) Systems management • Workload scheduling Performance management functions can also be split into end-to-end performance measuring and infrastructure component measuring functions.

Another recently emerging sector is operational intelligence (OI) which focuses on real-time monitoring of business events that relate to business processes, not unlike business activity monitoring (BAM). 14 — • Standards for Automated Resource Management [1] References [1] http:/ / xml.

Coverpages.

Org/ computingResourceManagement.

Html Business service management 15 Business service management Business service management (BSM) is a methodology for monitoring and measuring information technology (IT) services from a business perspective; in other words, BSM is a set of management software tools, processes and methods to manage a data center via a business-centered approach.[1] BSM technology tools are designed to help IT organizations view and manage technology infrastructures to better support and maintain the main services they provide to the business.[2] BSM tools are critical enablers for the increasingly popular process that focuses on IT Service Management (ITSM) approach.

BSM consists of both structured process and enabling software.

The Information Technology Infrastructure Library (ITIL), a set of IT management frameworks and concepts, has recently identified BSM as a best practice for IT infrastructure management and operations.

BSM allows IT departments to operate by service rather than by individual configuration items or technology silo, enabling prioritization of efforts, ultimately improving the service that is delivered to the business or organization.

Major vendors who offer BSM software and services include Accelops,[3] BMC Software, HP Business Service Management software,[4] IBM Tivoli Software, Novell Business Service Management [5][6] , Zyrion Traverse.,[7] CA Technologies Computer Associates, and Compuware.[8] [9] Touching on all the lifecycle processes within the Information Technology Infrastructure Library, BSM is a way to bring together many disparate processes and tools, and creating quantifiable improvement in efficiency and the ability to view technology as it is germane to business process.[10] Compared to traditional network monitoring BSM software is an outgrowth of network management systems as the software tracks the performance and availability of the networks components across a data center.[11] Traditional network management systems focus on measuring and monitoring the technical metrics and trends of IT applications and infrastructure.

The primary users of these systems are technicians and systems administrators in the IT operations organization.

Although these systems enable the IT operations team to identify problem areas from a technical point-of-view for a given piece of the infrastructure, significant gaps exist in determining the business impact of a specific problem.

For example, if a router and a server fail at the same time, these systems offer no way for the network operations center operator to determine which of these is more critical or which business services have been impacted by the failure of these devices.

Additionally, newer technologies such as service-oriented architectures (SOA), virtualization, cloud computing, portal frameworks, grid architectures, and mashups within an organizations make troubleshooting and monitoring of business services very difficult.[12] A single business process or service may be supported by a number of composite applications, all of which could be dependent on a diverse set of distributed computing and communications elements.[13] An isolated issue anywhere in this complex web may impact one or more tasks in the business process.

Traditional network management systems and technology-centric monitoring approaches are incapable of determining the business impact of an issue in such a complicated infrastructure environment.

Newer BSM systems provide a unified view of the data center, allowing data center administrators to view and manage applications, networks and events, usually from a common dashboard.

This means data center managers can see and troubleshoot problems before business customers do.[14] Business service management 16 Business Management Methodology Although BSM is known as a methodology for information technology management by aligning IT services and the IT infrastructure supporting those services with business processes,[15] it is also a methodology for business management by helping businesses, including their IT departments, view their activities as services that are provided to external and internal customers.[16] BSM provides a critical framework to make sure that the work of customer-facing and internal teams within an organization is defined and transparent to their customers, who can then influence the functionality and quality of the services they receive.

BSM complements business process management (BPM) by helping an organization deliver more effective services across business processes.

Together, BSM and BPM form the basis for all-encompassing, full-stack process-optimization platforms.[17] BSM adds a service-centered view across business processes and facilitates economies of scale for services that contribute to multiple processes.[18] BSM also goes beyond IT service management (ITSM).

BSM helps organizations better understand the business services that operate on top of the IT infrastructure, combining IT and non-IT management tools into a cohesive system for service delivery.[19] BSM is team-focused and can be used by any team in an organisation to improve performance, based on ownership, pride, commitment and teamwork.[20] Through BSM, teams can formalise the services they provide as internal service level agreements (SLAs) or operational level agreements (OLAs).[21] BSM can also help teams review their “People, Process and Technology” capabilities and limitations to see how they can improve them and consequently improve the services they provide.[22] External links • BSM Review [23] • Bitpipe Tech Library [24] • InformationWeek – IT Service Management Options [25] References — System Administrator Privileges The term system administrator may also be used to describe a privilege which a computer owner must obtain on his/her own computer to perform certain actions even if the computer is not part of a larger system. References [1] [2] [3] [4] http:/ / nssa.

Rit.

Edu/ ~nssa/ nssa/ undergrad/ index.

Maml http:/ / nssa.

Rit.

Edu/ ~nssa/ nssa/ grad/ index.

Maml http:/ / www.

Hio.

No/ Studietilbud/ Masterstudier/ Master-Programme-in-Network-and-System-Administration UvA Master SNE homepage (https:/ / www.

Os3.

Nl) Further reading • Essential System Administration (O’Reilly), 3rd Edition, 2001, by Æleen Frisch • Principles of Network and System Administration (J.

Wiley & Sons), 2000,2003(2ed), by Mark Burgess • The Practice of System and Network Administration (Addison-Wesley), 2nd Edition (July 5, 2007), by Thomas A.

Limoncelli, Christine Hogan and Strata R.

Chalup • Time Management for System Administrators (O’Reilly), 2005, by Thomas A.

Limoncelli • UNIX and Linux System Administration Handbook (Prentice Hall), 4th Edition, 2010, by Evi Nemeth, Garth Snyder, Trent R.

Hein, Ben Whaley External links • MCSA Certification (Microsoft Certified Systems Administrator) (http://www.microsoft.com/learning/en/us/ certification/mcsa.aspx) • Apple Certification Programs (http://training.apple.com/#it) • BSD Certification (http://www.bsdcertification.org/) • CompTIA’s (http://www.CompTIA.org/) Certification • ITIL (http://www.itil.co.uk/) for ITIL certification (part of Office of Government Commerce) • Red Hat’s Certification Curriculum (https://www.redhat.com/training/certification/) for RHCE and RHCA • BigAdmin Newsletter (http://www.sun.com/bigadmin/newsletter/) • Art du web.com : the website of system administrator (http://www.artduweb.com/) • Administration système : Vie et mort des sysadm 😉 (http://www.administration-systeme.com/) Absolute Manage 30 Absolute Manage Developer(s) Stable release Absolute Software 5.2.2 / November 10, 2009 Operating system Windows, Mac OS X Type License Website Network management, Systems management, IT automation, Software Asset Management Proprietary www.absolute.com [1] Absolute Manage (formerly LANrev) is a systems lifecycle management software for system administrators which automates IT administration tasks.[2] The product is composed of a server and client (“agent”) software that runs on Windows and Mac OS X.[3] Vancouver-based Absolute Software acquired LANrev from Pole Position Software in December 2009, for US$12.1 million in cash and 500,000 shares of Absolute’s common stock.[4] LANrev was rebranded as Absolute Manage in February 2010.[5] — In the 2010 Robbins v.

Lower Merion School District case, plaintiffs charged two suburban Philadelphia high schools secretly spied on students by surreptitiously and remotely activating webcams embedded in school-issued laptops the students were using at home, and therefore infringed on their privacy rights.

The schools admitted to secretly snapping over 66,000 webshots and screenshots, including webcam shots of students in their bedrooms.[6] [7] LANrev software was used in the Lower Merion school district’s student laptop program, overseen by network technician Michael Perbix.[8] In February of 2010, Perbix and other administrators in the district were accused of using the software to take undisclosed and unauthorized photographs of students through the webcams on their Macintosh laptops.[9] The lawsuit was brought by the parents of 15-year-old sophomore, Blake Robbins, who was allegedly accused of illicit behavior seen through his computer’s webcam of him in his bedroom.

The photographs, taken from a laptop that was reportedly not stolen, were then allegedly used as evidence in a disciplinary action.[10] The FBI investigated the incident, and a Philadelphia federal judge intervened to sort out issues relating to the lawsuit.[11] [12] Perbix had previously praised Theft Track, the name of the feature that lets administrators remotely photograph potential thieves if a computer is reported stolen, noting in a Youtube video he produced that: It’s an excellent feature.

Yes, we have used it, and yes, it has gleaned some results for us.

But it, in and of itself, is just a fantastic feature for trying to—especially when you’re in a school environment and you have a lot of laptops and you’re worried about, you know, laptops getting up and missing.

I’ve actually had some laptops we thought were stolen which actually were still in a classroom, because they were misplaced, and by the time we found out they were back, I had to turn the tracking off.

And I had, you know, a good twenty snapshots of the teacher and students using the machines in the classroom.[13] LANrev’s new owner, Absolute Software staunchly denounced the use of their software for any illegal purpose, emphasizing that theft recovery should be left to law enforcement professionals.[14] They further denied any knowledge of or complicity in either Perbix’s or the school district’s actions.

Absolute stated that the next update of LANrev, which would ship in the next several weeks, would permanently disable Theft Track.[15] Partners • Enterprise Desktop Alliance • Centrify • Group Logic • IBM • Parallels, Inc. • Web Help Desk • Microsoft System Center Alliance • LiveTime CMDB [16] Absolute Manage 32 References [1] http:/ / www.

Absolute.

Com/ [2] Faas, Ryan (January 9, 2009). “The Top Five Solutions for Mac/Windows Client Deployment” (http:/ / www.

Informit.

Com/ articles/ article.

Aspx?p=1315435).

InformIT. .

Retrieved June 23, 2009. [3] Best, Brian (2008). “Managing Your Loadset, Post-Deploy” (http:/ / www.

Mactech.

Com/ articles/ mactech/ Vol. 24/ 24. 01/ ManagingYourLoadset-Post-Deploy/ index.

Html).

MacTech 24 (1). .

Retrieved June 23, 2009. [4] Absolute Software (December 3, 2009). “Absolute Software Acquires LANrev product suite from Pole Position Software” (http:/ / www.

Absolute.

Com/ company/ pressroom/ news/ 2009/ 12/ lanrev).

Press release. .

Retrieved January 19, 2010. [5] [backPid (http:/ / www.

Lanrev.

Com/ company/ news/ single/ article/ absolute-software-unveils-new-cross-platform-it-asset-management-solution.

Html?tx_ttnews)=3&cHash=093df143d9 “Absolute Software Unveils New Cross-Platform IT Asset Management Solution”].

Press Release.

February 2, 2010. [backPid]=3&cHash=093df143d9. [6] Doug Stanglin (February 18, 2010). “School district accused of spying on kids via laptop webcams” (http:/ / content.

Usatoday.

Com/ communities/ ondeadline/ post/ 2010/ 02/ school-district-accused-of-issuing-webcam-laptops-to-spy-on-students/ 1).

USA Today. .

Retrieved February 19, 2010. [7] “Initial LANrev System Findings” (http:/ / lmsd.

Org/ documents/ news/ 100503_l3_report.

Pdf), LMSD Redacted Forensic Analysis, L-3 Services – prepared for Ballard Spahr (LMSD’s counsel), May 2010.

Retrieved August 15, 2010. [8] School District Faces Lawsuit Over Webcam Spying Claims (http:/ / www.

Pcworld.

Com/ businesscenter/ article/ 190101/ school_district_faces_lawsuit_over_webcam_spying_claims.

Html) [9] Worden, Amy (February 22, 2010). “Laptop camera snapped away in one classroom | Philadelphia Inquirer | 02/22/2010” (http:/ / www.

Philly.

Com/ inquirer/ front_page/ 20100222_Laptop_camera_snapped_away_in_one_classroom.

Html).

Philly.com. .

Retrieved August 10, 2010. [10] Font size Print E-mail Share 13 Comments (February 18, 2010). “Suit: Schools Spied on Students Via Webcam” (http:/ / www.

Cbsnews.

Com/ stories/ 2010/ 02/ 18/ national/ main6220751.

Shtml?tag=leftCol;post-1534).

CBS News. .

Retrieved August 10, 2010. [11] Claburn, Thomas. “FBI Investigating Web Spycam” (http:/ / www.

Informationweek.

Com/ news/ security/ privacy/ showArticle.

Jhtml?articleID=223100403).

InformationWeek. .

Retrieved August 10, 2010. [12] Tanfani, Joseph (February 23, 2010). “Rare ban in laptop lawsuit | Philadelphia Inquirer | 02/23/2010” (http:/ / www.

Philly.

Com/ philly/ news/ homepage/ 85021742.

Html).

Philly.com. .

Retrieved August 10, 2010. [13] “FBI, US Attorney Probing Penn.

School District’s Computer Spying” (http:/ / www.

Democracynow.

Org/ 2010/ 2/ 24/ headlines/ fbi_us_attorney_probing_penn_school_districts_computer_spying).

Democracynow.org. .

Retrieved August 10, 2010. [14] http:/ / www.

Computerworld.

Com/ s/ article/ 9160278/ Software_maker_blasts_vigilantism_in_Pa. _school_spying_case?taxonomyId=12 [15] “LANrev to lose Theft Track feature following Pa.

School spying allegations | TR Dojo | TechRepublic.com” (http:/ / blogs.

Techrepublic.

Com.

Com/ itdojo/ ?p=1559).

Blogs.techrepublic.com.com.

February 23, 2010. .

Retrieved August 10, 2010. [16] http:/ / www.

Livetime.

Com/ itil-service-management/ service-manager/ configuration-management-cmdb/ External links • Official homepage (http://www.absolute.com/en/products/absolute-manage/features.aspx) Accelops 33 Accelops AccelOps Type Industry Founded Private Data Center Monitoring, Business Service Management, Security Information Event Management 2007 — Developer(s) Stratavia Stable release 4.1 (2007) / October, 2007 Type License Website Enterprise Software Proprietary EULA Product Page [1] Data Palette is a patented IT process and decision automation platform developed by Stratavia.

It is intended as a highly scalable and flexible means for automating repetitive data center tasks, such as software upgrade and patch management, database and application provisioning, database maintenance, application software rollouts, incident remediation, etc.

The objective is to automate the everyday tasks that IT teams are faced with so they are able to focus on more important areas.

Theoretically, this would reduce operational costs for those IT teams.

The SOP module within Data Palette lets users define and deploy Standard Operating Procedures (SOPs) for recurring, time consuming or complex tasks.

This is the basis for IT Automation.

These SOPs provide a means of standardizing business rules and a method for centralizing those standards so they can be used by team members across a company.

According to Tony Baer of DataMonitor Computerwirecomputerwire-1, “Data Palette correctly recognizes that the root cause analysis of an outage often boils down to more than just a single exceeded threshold”.

The technology was included in the analyst firm Gartner’s list of Cool Vendors for 2009. Data Palette Version 4 On October 1, 2007, Stratavia released Data Palette 4.0.

According to a Network Worldnetworkworld-2 product review, Data Palette 4.0 can now discover the state of the target environment, such as a server, and determine which if any action should be taken to restore the server to its desired state.

For instance, the software could detect if the server is missing a patch that is required to make the server compliant with company policies. Features • • • • • • • • Standard Operating Procedure (SOPs) building blocks and libraries for automating repetitive tasks Process work-flow & decision-point builder Predictive analytics Root cause analysis, monitoring & event correlation Cross platform support (application, database and hardware automation) Simplified IT compliance and reporting Supports adherence to Information Technology Infrastructure Library (ITIL) best practices and systems Mobile ‘Nerve Center’ allows for alerts and reports to be viewed with BlackBerry devices.

This feature also allows users to execute Standard Operating Procedures from the device • SNMP module allows Data Palette to interface with other network devices and systems Data Palette 74 Integrations • • • • • • • • • CA Unicenter BlackBerry by RIM (User Interface) BMC Software Patrol BMC Software Remedy EMC Storage HP OpenView IBM Tivoli Microsoft Operations Manager Oracle Corporation’s OEM / Grid Control References 1. “Computerwire.com” [2].

Retrieved October 1, 2007. 2. “NetworkWorld.com” [3].

Retrieved October 3, 2007. External links • • • • Product page [4] eWeek [5] Network World [6] Stratavia Awarded All Start Award by Leading Analyst Firm [7] References — Zyrion Traverse Zyrion, Inc. Type Industry Founded Private Datacenter Monitoring, Business Service Management 2007 Headquarters Sunnyvale, CA, USA Website www.Zyrion.com [1] Zyrion Traverse is a Business Service Management (BSM) & Datacenter monitoring software that utilizes the concept of ‘business service containers’ for correlating application and network problems.

BSM has gained prevalence in the network management arena in recent years.

It centers around an approach for information technology (IT) operations and management that provides more than just a technology perspective by helping organizations better manage and monitor their end-to-end business processes.

Business Service Management is a new field adjacent to the Network Management & Systems Management space, and attempts to correlate IT services to the underlying IT infrastructure.

BSM is now included in Information Technology Infrastructure Library ITIL version 3 also as an important IT best practice.

ITIL is a well recognized and broadly adopted set of frameworks and concepts that describe best practices for infrastructure management and operations.

BSM solutions that utilize business container technology enable IT and business personnel to create unique virtual views of discrete business services, and makes the alignment of infrastructure technology with business outcomes a reality.

The technology allows linking applications and underlying infrastructure to services such as ordering and payroll. Solution Overview Most BSM solutions, like Zyrion Traverse, also provide broader application and network management capabilities that include integrated fault and performance monitoring.

This ensures organizations have an end-to-end view of their infrastructure and processes.

The different functionality within the Traverse solution includes: • • • • • Business Service management Cloud Monitoring Datacenter monitoring Managed Service Provider (MSP) solution Network Configuration Management (NCM) Most of these functionalities and requirements are converging rapidly in the IT industry with the rapid proliferation of VMware within the enterprise to build private cloud platforms in the datacenters.

Some features of Zyrion Traverse include: • monitoring of VMware or Microsoft Virtual Server based infrastructure • monitoring of network services such as (ICMP, SMTP, POP3, HTTP, NNTP). Zyrion Traverse • • • • polling routers, switches and firewalls using SNMP monitoring servers and operating systems (processor load, disk usage, syslogs, windows event logs) extensible and open API which allows using languages such as Perl, C++, Java, PHP, Python, etc.

Network Configuration & Change Management for network devices such as routers, firewalls, etc. 312 Company Background Zyrion (pronounced “zeye-ree-on”), was spun out of NetScout by the core team of Fidelia Technology (acquired by Network General Corporation in 2006).

The founders have been active in the Internet since the early NSFnet days and the author of NOCOL/SNIPS – one of the first open source network monitoring packages on the Internet. References • • • • Zyrion Resurrects Good BSM Solution, Sevcik, Wetzel, Network World [2] Evolution of Data Center Management with BSM, Datacenter Journal [3] Data Management in the Cloud, IT Business Edge [4] Traverse for Business Service Management, Network Computing [5] — 332 References [1] Legislative Counsel Committee, CHAPTER 284—Organizations for Economic Development (http:/ / ­www. ­leg. ­state. ­or. ­us/ ­ors/ ­284. ­html) (2007) (last accessed Feb. 12, 2009). [2] http:/ / www.

Oregon.

Gov/ DAS/ OPB/ os.

Shtml#Oregon_Shines__1989_ [3] WAHPEPAH, WILDA (June 7, 1990). “GOLDSCHMIDT’S CHALLENGE: PROTECT OREGON’S LIVABILITY”.

The Oregonian. [4] Wong, Peter (March 14, 2008). “Foundations give money to Oregon Shines”.

The Statesman Journal. [5] MAPES, JEFF (April 19, 2005). “OREGONIANS, YOUR STATE IS AVERAGE, ACCORDING TO ITS BIENNIAL BAROMETER”.

The Oregonian. [6] “Oregonians’ information gap”.

The Oregonian.

April 5, 2009. [7] “Progress Board finds little change”.

The Associated Press (The Bend Bulletin).

February 19, 2009. External links • • • • Statutory foundation for OPB (http://­www.­leg.­state.­or.­us/­ors/­284.­html) (ORS 284) Official OPB web site (http://www.oregon.gov/DAS/OPB/index.shtml) Oregon Shines web site (http://www.oregon.gov/DAS/OPB/os.shtml) A 1995 Executive Order by Gov.

John Kitzhaber, relating to the OPB (http://google.com/ search?q=cache:dxy5tYNh-KEJ:www.sos.state.or.us/archives/governors/Kitzhaber/web_pages/governor/ legal/execords/eo95-05.pdf) Performance engineering Performance engineering within systems engineering, encompasses the set of roles, skills, activities, practices, tools, and deliverables applied at every phase of the Systems Development Life Cycle which ensures that a solution will be designed, implemented, and operationally supported to meet the non-functional performance requirements defined for the solution.

It may be alternatively referred to as software performance engineering within software engineering; however since performance engineering encompasses more than just the software, the term performance engineering is preferable.

Adherence to the non-functional requirements is validated by monitoring the production systems.

This is part of IT service management (see also ITIL).

Performance engineering has become a separate discipline at a number of large corporations, and may be affiliated with the enterprise architecture group.

It is pervasive, involving people from multiple organizational units; but predominantly within the information technology organization. Performance Engineering Objectives • Increase business revenue by ensuring the system can process transactions within the requisite timeframe • Eliminate system failure requiring scrapping and writing off the system development effort due to performance objective failure • Eliminate late system deployment due to performance issues • Eliminate avoidable system rework due to performance issues • Eliminate avoidable system tuning efforts • Avoid additional and unnecessary hardware acquisition costs • Reduce increased software maintenance costs due to performance problems in production • Reduce increased software maintenance costs due to software impacted by ad hoc performance fixes • Reduce additional operational overhead for handling system issues due to performance problems Performance engineering 333 Performance Engineering Approach Because this discipline is applied within multiple methodologies, the following activities will occur within differently specified phases.

However if the phases of the rational unified process (RUP) are used as a framework, then the activities will occur as follows: Inception During this first conceptual phase of a program or project, critical business processes are identified.

Typically they are classified as critical based upon revenue value, cost savings, or other assigned business value.

This classification is done by the business unit, not the IT organization.

High level risks that may impact system performance are identified and described at this time.

An example might be known performance risks for a particular vendor system.

Finally performance activities, roles, and deliverables are identified for the Elaboration phase.

Activities and resource loading are incorporated into the Elaboration phase project plans. Elaboration — Monitoring To ensure that there is proper feedback validating that the system meets the NFR specified performance metrics, any major system needs a monitoring subsystem.

The planning, design, installation, configuration, and control of the monitoring subsystem is specified by an appropriately defined Monitoring Process.

The benefits are as follows: 1. 2. 3. 4.

It is possible to establish service level agreements at the use case level.

It is possible to turn on and turn off monitoring at periodic points or to support problem resolution.

It enables the generation of regular reports.

It enables the ability to track trends over time – such as the impact of increasing user loads and growing data sets on use case level performance. The trend analysis component of this cannot be undervalued.

This functionality, properly implemented, will enable predicting when a given application undergoing gradually increasing user loads and growing data sets will exceed the specified non functional performance requirements for a given use case.

This permits proper management budgeting, acquisition of, and deployment of the required resources to keep the system running within the Performance engineering parameters of the non functional performance requirements. 337 References Further reading • • • • Modern trend in Performance Engineering (http://www.amendtechnologies.com/Whitepaperpdf.pdf) A Performance Engineering Strategy (http://www-128.ibm.com/developerworks/rational/library/4215.html) A Performance Process Maturity Model (http://test.cmg.org/conference/cmg2004/awards/4083.pdf) Exploring UML for Performance Engineering (http://webdiis.unizar.es/CRPetri/papers/jcampos/ 03_MC_SERP.pdf) • Introduction to Modeling Based Performance Engineering (http://fortuitous.com/docs/primers/ PE_Model_Intro.pdf) • Leveraging ITIL to Improve Application Performance (http://www.ins.com/assets/ A6BE9064-50DC-4E00-9B52-BA265DA722D6.pdf) • Patterns & Practices Performance Engineering (http://channel9.msdn.com/wiki/default.aspx/ PerformanceWiki.PerformanceEngineering) • Performance and Scalability of Distributed Software Architectures (http://www.perfeng.com/papers/pdcp.

Pdf) • Performance Engineering Best Practices (High Level) (http://www.perfeng.com/papers/bestprac.pdf) • Performance Assurance: A Cynic’s Brief Collection of Dos and Don’ts (http://www.b.king.dsl.pipex.com/ PerformanceAssuranceDosAndDonts.pdf) • Principles of Capacity Management (http://www.sarquol.com/documents/Principles of Capacity Management.

Pdf) • Software Engineering and Performance: A Road-map (http://delivery.acm.org/10.1145/340000/336553/ p189-pooley.pdf?key1=336553&key2=4989881611&coll=GUIDE&dl=GUIDE,ACM&CFID=11111111& CFTOKEN=2222222) • The Vicious Cycle of Computer Systems Performance and IT Operational Costs (http://fortuitous.com/docs/ whitepapers/Performance_Cost.pdf) • Microsoft Windows Server Performance Team (http://blogs.technet.com/winserverperformance/) • Gathering Performance Requirements (http://www.cmg.org/measureit/issues/mit23/m_23_2.html) Performance Operational analysis 338 Performance Operational analysis In Performance Engineering, Operational Analysis[1] is a set of basic quantitative relationships between performance quantities.

Basically the Operational Analysis is based on operational laws, eg.

Utilization Law, Service Demand Law, The Forced Flow Law, Little’s Law and Interactive Response Time Law and is used to predict the Response Time, Throughput, Availability, Reliability, Security, Scalability and Extensibility. References [1] The Operational Analysis of Queuing Network Models (http:/ / portal.

Acm.

Org/ citation.

Cfm?id=356733. 356735) External links • The Operational Analysis of Queueing Network Models (http://www-unix.ecs.umass.edu/~krishna/ece673/ denning.pdf) Performance Reference Model

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