Delivering operations management success at Morningstar (a case study)
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The document presents a case study on Morningstar's implementation of Cloud Lifecycle Management (CLM) with BMC software to enhance operational efficiency. It outlines Morningstar's challenges in information rationalization, response latency, and workflow management, and highlights the customized solutions provided by Advantis Management Solutions. The partnership facilitated a comprehensive rollout, including various monitoring systems and lessons learned for effective collaboration and knowledge transfer.
Delivering operations management success at Morningstar (a case study)
- 1. © Copyright 2/10/2015 BMC Software, Inc1 Delivering Operations Management Success at Morningstar: A Case Study Monitoring Cloud Lifecycle Management (CLM) Tod Paton Senior Consultant Advantis Management Solutions Graham VanSwearingen Operations Manager Morningstar Inc.
- 2. © Copyright 2/10/2015 BMC Software, Inc2 Agenda 1. Overview Event Management at Morningstar 2. Customized Solutions CLM Event Management at Morningstar 3. Working with a BMC Partner Building Strong Relationships 4. Q&A
- 3. © Copyright 2/10/2015 BMC Software, Inc3 Effective IT Service Assurance to Bridge the Gaps in your Organization BMC Partner • Focused on helping service organizations obtain their goals by reducing complexity and reducing costs • We serve a broad group of enterprises within both the public and private sectors • Our core company values are deeply rooted in the development of long-term relationships • Our client experience includes trust, reliability, and mutual loyalty • We are there when you need us
- 4. © Copyright 2/10/2015 BMC Software, Inc4 Morningstar’s growth has been driven, in part, by our practice of continually adopting new technologies and integrating them with our products. • Mission is to create great products that help investors reach their financial goals • A leading provider of independent investment research in North America, Europe, Australia & Asia • Provides data on approximately 473,000 investment offerings • Client solution developer • SaaS Provider for our clients • Maintains own financial data • Hosts the majority of consumed IT resources • Unified IT provides support for product & employee technology
- 5. © Copyright 2/10/2015 BMC Software, Inc5 Morningstar Challenges • Information rationalization from systems • Latency in response time • Workflow management • Automation toolsets • Ticketing system • Rapid client requirements • Dynamic environment • Diverse offerings and requirements Embracing Technology Early Adopters Information & Accessibility Do-it- ourselves
- 6. © Copyright 2/10/2015 BMC Software, Inc6 Customizing Event Management Tooling Advantis’ Key Role • Transformation from architecture • Implementation and testing • Knowledge transfer Additional Project Roll-outs • Cloud Lifecycle Management (CLM) • Remedy Change Management • Remedy Incident Management Experience Architecture Team Management Innovations
- 7. © Copyright 2/10/2015 BMC Software, Inc7 BMC Rollout - Timeline ADDM/CMDB BPPM/TMART/SIM EUEM CLM Monitoring CLM August 2012 June 2012 August 2013 March 2012 March 2013 March 2014 Remedy Incident Remedy Change Event Management ITSM and Provisioning
- 8. © Copyright 2/10/2015 BMC Software, Inc8 CLM Event Monitoring Solution
- 9. © Copyright 2/10/2015 BMC Software, Inc9 CLM Architecture Overall
- 10. © Copyright 2/10/2015 BMC Software, Inc10 CLM Architecture AO integration to Infoblox
- 11. © Copyright 2/10/2015 BMC Software, Inc11 CLM Architecture Resiliency at every level of Remedy
- 12. © Copyright 2/10/2015 BMC Software, Inc12 CLM Architecture BNA and VMware
- 13. © Copyright 2/10/2015 BMC Software, Inc13 AR Mid Tier (3) AR System Server (3) Atrium Core Registry (2) CMDB App Servers (3) CMDB Cloud Platform Manager BSA App Server (3) BSA File Server AO Grid (3) BNA Server BNA RDA (2) Database Morningstar implemented BMC Cloud Lifecycle Management with complete redundancy BPPM Central BPPM Leaf BPPM Integration Server (8) Atrium Core CLM TrueSight Operations Management CLM Architecture
- 14. © Copyright 2/10/2015 BMC Software, Inc14 Specific KMs for MS SQL, Remedy and BSA CLM Log Scraping for Error Conditions Total CLM Monitoring Tx CLM KMs Log Monitoring Generic App Monitoring Base OS CLM Service and Process Event Detection Server Event Detection (CPU, Memory, File system) Synthetic Transaction Implementation
- 15. © Copyright 2/10/2015 BMC Software, Inc15 Customized MonitoringSystem Base Monitoring BMC Patrol & Operating System Knowledge Generic Application Monitoring Windows Service monitoring (up/down) Log Monitoring All key applications logs parsed for keywords Application Monitoring SM SQL Monitoring (MS SQL KM) Remedy Monitoring (Remedy KM) BSA Monitoring (BSA KM) Transaction Monitoring TMART Synthetic transaction for application functionality SLO checks for verification of adherence to response and availability requirements
- 16. © Copyright 2/10/2015 BMC Software, Inc16 GenericApplication Monitoring Blade Network Automation TFTPServer (TFTPServer.exe) enatomcat (tomcat7-64.exe) AO_CDP (BAO CPD.exe) Mid-Tier TOMCAT6 (tomcat6.exe) <date>.request.log Blade Server Automation BL Application Server (appsvc.exe) Atrium Orchestrator AO_AMREPO (Repository.exe) AOOCP (BAO OCP.exe) AO_CDP (BAO CPD.exe) VC Machine rscd log bl-vmware log All RSCD (RSCD.exe & RSCDsvc.exe)
- 17. © Copyright 2/10/2015 BMC Software, Inc17 CLMComponent LogMonitoring Platform Monitoring* csm.log <date>.request.log EAR Server ar error log ar plugin log ar monitor log arfilter log cloud plugin log BBSA Server* appserver.log job_deployment.log config_deployment.log VC Machine rscd log bl-vmware log
- 18. © Copyright 2/10/2015 BMC Software, Inc18 Remedy Knowledge Module
- 19. © Copyright 2/10/2015 BMC Software, Inc19 Remedy Knowledge Module Optimized Optimized for performance through remote monitoring Dedicated server Dedicated server for monitoring Remedy Remedy API Remedy API can provide statistics (if enabled) Statistics (But) Statistics disabled at Morningstar to optimize performance
- 20. © Copyright 2/10/2015 BMC Software, Inc20 Blade Server Automation KM
- 21. © Copyright 2/10/2015 BMC Software, Inc21 Blade Server Automation Knowledge Module Optimized for performance through remote monitoring Dedicated server for monitoring BSA BSA API provides statistics
- 22. © Copyright 2/10/2015 BMC Software, Inc22 Synthetic Transactions using TM ART
- 23. © Copyright 2/10/2015 BMC Software, Inc23 Cloud Lifecycle Management Transactions Morningstar uses TM ART extensively to exercise their applications and find issues CLM was no exception and a number of transactions were created to validate CLM was working and performing optimally
- 24. © Copyright 2/10/2015 BMC Software, Inc24 Remedy Transactions
- 25. © Copyright 2/10/2015 BMC Software, Inc25 Remedy Transactions A holistic transaction was created to test the Remedy cluster Transaction uses the Virtual Name as its connection point and logs into Remedy and views a Form. On failure this transaction will truly indicate that Remedy is not available to Morningstar’s customers Domain account for authentication, tests the Remedy to LDAP integration Transaction is in place in production and has been fully tested
- 26. © Copyright 2/10/2015 BMC Software, Inc26 Cloud Lifecycle Management Transactions
- 27. © Copyright 2/10/2015 BMC Software, Inc27 Cloud Lifecycle Management Transactions A transaction was developed to test CLM by logging into MCSC Portal and browsing the Service Catalog This is also done with a domain user to test the LDAP integration during the transaction
- 28. © Copyright 2/10/2015 BMC Software, Inc28 Valuable Lessons
- 29. © Copyright 2/10/2015 BMC Software, Inc29 Valuable Lessons Working with the Right Partner is Key Expert knowledge on the tools in-house from day 1 Seasoned implementation know-how First rate knowledge transfer Shortened learning curve for the whole team You don’t have to “figure it out on your own
- 30. © Copyright 2/10/2015 BMC Software, Inc30 Q/A
- 31. © Copyright 2/10/2015 BMC Software, Inc31 Thank You. [email protected] [email protected] @tod_paton @clshfan http://www.advantisms.com www.linkedin.com/in/tpaton www.linkedin.com/pub/graham-vanswearingen/2/27b/977 http://www.advantisms.com/advantis-blog/