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02 May '15 | Debjyoti Paul

German Shoppers: Meet Them in the Fast Lane to Phy-gital

15 January '15 | Ralf Reich

Shoppers Will Share Personal Information (But They Don’t Want to be “Friends”)

15 January '15 | Anil Venkat

Modernize or Perish: Property and Casualty Insurers and IT Solutions

14 January '15 | Manesh Rajendran

Benelux Reaches the Phy-gital Tipping Point: Omnichannel Readiness is Crucial

13 January '15 | Anil Gandharve

The New Omnichannel Dynamic: Finding Core Principles Across Industries

13 January '15 | Debjyoti Paul

Technology does not disrupt business – CIO day 2014 Roundup

02 December '14 | Anshuman Singh

Apple Pay – The Best Is Yet To Come

02 December '14 | Indy Sawhney

Digital transformation is a business transformation enabled by technology

01 December '14 | Amit Varma

3 Stages of FATCA Testing and Quality Assurance

06 October '14 | Raman Suprajarama

3 Reasons why Apple Pay could dominate the payments space

18 September '14 | Gaurav Johri

Beacon of Hope: Serving Growth and Customer Satisfaction

05 August '14 | Debjyoti Paul

The Dos and Don’ts of Emerging Technologies Like iBeacon

30 July '14 | Debjyoti Paul

What You Sold Us On – eCommerce Award Finalist Selections

17 July '14 | Anshuman Singh

3 Steps to Getting Started with Microsoft Azure Cloud Services

04 June '14 | Koushik Ramani

8 Steps to Building a Successful Self Service Portal

03 June '14 | Giridhar LV

Innovation outsourced – a myth or a mirage or a truth staring at us?

13 January '14 | Ramesh Hosahalli

What does a mobile user want?

03 January '14 | Gopikrishna Aravindan

The hidden jewel of business transformation

Posted on: 20 September '13

Traditionally IT Infrastructure management has focused on assuring business up-time of the IT Infrastructure. Changing dynamics of business, where it is trying to keep PACE with the market, has increased focus on Business service availability.

If you attended our webinar on Integrated Infrastructure Management, (I highly recommend seeing the recording if you haven’t) you’ll realize that infrastructure management is a powerful and exciting driver of business transformation. The webinar was led by Kunhammed Baramy, our resident expert and a passionate advocate of building new-age, responsive and business aligned IT infrastructure. On the webinar Kunya discusses a roadmap for infrastructure management teams to move towards providing a holistic service.

The basic premise of the thought process outlined on the webinar is simple, but profound. It’s time to stop thinking about infrastructure management and start talking about business services management.

What’s the big difference? Pretty huge, actually! In the traditional view, IT service components are managed in silos – hardware, network, databases, application availability, performance and finally the business service provided to end users. This traditional view has inherent limitations because no one really maintains a consolidated view of what exactly drives a business service. Most business services are complex with multiple servers, multiple applications, multiple databases and multiple processes that make the service come alive for the user. Consider any online banking site, or a retail commerce application, or even back end services like account statements, or loyalty rewards redemption, to name a few. Now imagine that the end users experience a slow-down or do not receive their statements on time. Tickets will flow from one party to another, and then may traverse back the full path for due analysis and resolution. The missing link here is a view of the business process translated to its individual IT service components, each being monitored with their business impact clearly defined.

The key components of Integrated Infrastructure Management are thus:

  1. Building a top down business services view (unified view) which then flows down to applications and infrastructure, and vice versa. The traditional Configuration Management Database (CMDB) is to be enhanced upwards to map to business services and the applications that leverage the individual configuration items.
  2. Integrating silos of applications with a common platform. The platform should have an open architecture to receive information from multiple sources and harmonize data to provide consolidated and meaningful information. An example is multiple monitoring tools being used for different environments within your IT Infrastructure and orchestrating the events through a single platform and thus, help better correlation and manageability.
  3. Enabling automation to triage a business service or individual configuration item disruption, performing auto assignment and moving towards a maturity state where auto remediation is increasingly possible. Additional areas of automation include health checks, restarts and provisioning/de-provisioning

What value does Integrated Infrastructure Management bring?

  1. It helps us Shift Left™ , which essentially means that we move problem resolution closer to problem origination. In essence, L3 level activities are moved to L2, and L2 support activities are moved to L1 support with automation where possible.
  2. It helps to reduce cost of ownership by reducing management overhead. We integrate various element management systems (EMS) thus, achieving a consolidated dashboard oriented by business services. This integration helps in correlating metrics across the entire stack.
  3. It triggers innovation in business services to end users. These triggers arise through development of capabilities that are now made possible by mapping new developments to business services.
  4. It drives agility for change because of reduction in integration challenges, change complexity and management overhead in implementing change.

To accomplish all this, we need a platform approach which inherently supports a top down business process view, seamlessly integrates with several element management systems, and supports automation and correlation to move problem resolution closer to problem origination. The potential from such a platform is tremendous. To evaluate such a platform, visit the Infrastructure Management Services section on our website, or contact us for more details.

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