The Insider's Guide to Next-Generation BPM
By Nir Livni, Correlsense , 09/14/2009
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I like watching the TV series 24. Every time they nearly get the bad guys, something wrong happens and they need to start all over again.
Take the following classic scene for example: the CTU (Counter Terrorism Unit) chopper is following a suspect driving a black van. The suspect's van enters a tunnel, but the van doesn't leave the tunnel.Instead, a number of different vehicles leave the tunnel at the same time, and the suspect is probably in one of them. By the time the CTU figures out that the black van has been left empty in the tunnel, they have already lost the suspect.
IT Operations is just like the CTU. The CTU is responsible for making sure that life goes on without any unpleasant surprises. Similarly, IT Operations needs to do the same in its own space and make sure that the business keeps on running and that business transactions are being executed properly and on time.
When something is about to go wrong, the CTU and IT Operations are expected to prevent it before it affects anyone. So they set up the war room, call everyone in, and start doing their detective work to find the needle in the haystack. If they don't find it and something goes wrong then the results are significant: either people get hurt (in the CTU's case), or business is impacted.
IT Operations war chest
So which tools could IT Operations use to find out there is a problem, identify the root cause of it and resolve the issue?
For example, IT Operations could use HTTP network appliances that help see every HTTP transaction and measure its response time. These network appliances are just like the CTU's choppers -- they do not have adequate visibility into the datacenter. They can indicatesomething is wrong with the response time of a transaction, but they cannot show why the response time of the transaction is high and cannot provide the visibility needed for resolution.
IT Operations also uses Event Correlation and Analysis (ECA) tools. ECA tools are like CSI detectives (yes, that's another one I watch) and rely on other tools to collect information for them.
ECA tools are just as effective as the products that they rely on to provide them with the data. The issue with ECA tools is that just like in a crime scene, the thief does not usually leave his ID behind, so all you are left with is clues, and no accurate data to work with.
Additional tools that IT Operations rely on are: dashboards that monitor server resource consumption, J2EE/.Net tools that are capable of performing drill down diagnostics in application and database layers, and synthetic transaction tools and Real User Measurement (RUM) tools.
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