Introducing SMART Plug-Ins (SPIs)

• Pre-configured software modules that “plug into” HP Operations Manager or HP SiteScope to help you maintain the availability and performance of your distributed IT infrastructure

• Efficient and productive link between applications that run on a server and other server components.

What are SPIs?

• We are

–HP partner since 1993

–SPI vendor since 2001

• SPI for Siebel since Q2 2002

• SPI for Citrix since Q4 2002

• SPI for Documentum in Q3 2005

• SPI for Terminal Server Q3 2006

SPI Development

LEARN ABOUT SPI FOR SIEBEL

5

SPI for Siebel Customer Selection

Anadarko Petroleum

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Certification and Implementation

• SPI for Siebel is certified by Oracle, Siebel, and by HP

• SPI for Siebel can be fully implemented in few weeks

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What is wrong? You need a SPI!

Why am I not able to connect to the Siebel application ?

Why is the application so slow today ?

Everything looks ok, but why didn’t I get an email notification from my Siebel application?

Siebel Enterprise

8

Top Business Challenges

Siebel Enterprise

Siebel is used for sales or marketing automation:

•Improve end-user adoption of Siebel Sales applications• Improve end-user satisfaction by:

• Finding and removing performance bottlenecks• Efficient data collection• Excellent (technical) support

• Non-stop availability of services

Siebel is used for ordering or for call center automation:

• Provide Web service• Non-stop availability of services

• Find and remove issues before they affect end users

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Top Technical Challenges

Siebel Enterprise

Component stability and performance

• Object managers go offline, no session can be started• Once the maximum number of tasks for Siebel component is reached, no task can be started• Siebel component process hangs or crashes

Slowly perceived performance by end users

Complexity, heterogeneous platforms and distributed architecture

Issues with tasks: everything looks up and running, but tasks are not done, for example:

• Email messages are not sent• Databases (EIM) are not synchronized• Workflows are not processed• Transactions are not processed• Records are not updated• …

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Effects of “Technical Issues”

• Excuses for not having the job done

– Technology is the best scapegoat

• Direct cause of poor end-user experience

– Service support centers, web portals, etc., are very sensitive to

performance problem

Managing Siebel reduces risks•Know it before the user or customer does•Shorter time to discover root causes•Manage expectations – preserve and increase satisfaction

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Monitoring Siebel End-user Experience

Siebel Enterprise

Automatically monitor availability and response times of Siebel applications from different locations:

- HP OVIS (OpenView Internet Service) + Smart Probe

- Load Runner

Availability or performance issue is detected, but what is causing the issue is still not clear!

OVIS and Siebel Smart Probe

Load Runner and VUGen

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Monitoring Siebel Environment with SPI for Siebel

Siebel Enterprise

• With SPI for Siebel you can automate diligent monitoring of your environment, define application management policies, which enable automated corrective actions, identify the root cause for multiple failures, even if they are seemingly non-related. SPI for Siebel empowers you to proactively manage your environment. Your Siebel environment is no longer “Black box”.

HP Operations + SPI for Siebel

Siebel

Web

Client

Siebel

Web

Client

Siebel

Web

Client

Siebel

Dedicated

Client

Web

Server

Web

Server

Siebel

Gateway

Server

Database

Server

Siebel File

System

Siebel

Server

Siebel

Server

Siebel

Server

Resonate

Central

Dispatch

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SPI for Siebel Architecture

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SPI for Siebel Components

• Use SPI for Siebel templates or policies to monitor what is happening in your Siebel environment

• Use SPI for Siebel tools or applications to check the systems, react on the issues found, or to administrate your Siebel environment

• Use SPI for Siebel OVPM Graphs and HP Reporter Web based reports to check performance trends, availability history, Siebel usage history, or some other trends and history.

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Siebel

Web

Client

Siebel

Web

Client

Siebel

Web

Client

Siebel

Dedicated

Client

Web

Server

Web

Server

Siebel

Gateway

Server

Database

Server

Siebel File

System

Siebel

Server

Siebel

Server

Siebel

Server

Resonate

Central

Dispatch

Monitoring Availability

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Monitoring Availability

• Know when there are:

– Siebel Gateway, Siebel Server, Siebel WEB Server Extension, or Resonate Central Dispatch availability issues

– Database or Siebel shared file system connectivity issues

• Monitor availability because:

– If any important part of Siebel is not available, the Siebel user will not be able to work with Siebel. GUI will freeze or the user will not be able to login to Siebel application.

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Monitoring Siebel Related Log Files

Siebel

Web

Client

Siebel

Web

Client

Siebel

Web

Client

Siebel

Dedicated

Client

Web

Server

Web

Server

Siebel

Gateway

Server

Database

Server

Siebel File

System

Siebel

Server

Siebel

Server

Siebel

Server

Resonate

Central

Dispatch

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Monitoring Siebel Related Log Files

• Know when there are:

– Any serious issues reported to Siebel Gateway, Siebel Server, Siebel WEB Server Extension, Resonate Central Dispatch or Siebel Component log files.

• Monitor Siebel related log files because:

– Usually small issues first appear in your Siebel environment and are reported to different log files. If initial issues are not managed and handled, they grow and become critical issues.

AND MANY MORE MONITORING OPTIONS AVAILABLE!

Read more at www.spi.hermes-softlab.com

INTRODUCING SPI FOR DOCUMENTUM

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Documentum SPI Story• HERMES SoftLab, member of ComTrade Group is world leader for Citrix and Siebel

operations management– Working closely with HP to provide application management solutions for HP customers– Richest and deepest functionality for app management modules

• Through Citrix management we bumped into Documentum– Documentum often deployed with Citrix– Documentum can be enterprise class and business critical– Challenges with business transaction performance – complex delivery chain– No enterprise application management solution available

• Did deeper investigation– Partnered with leading local Documentum implementer and pharmaceutical app. developer– Several other challenges discovered/discussed (transaction performance, rendering services, system

job failures etc)

• Decided to develop the SPI – Established partnership with Documentum– Full support from Documentum and HP– Close cooperation with customers– Marketing and promotion partnerships– Feature leader

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Customer selection

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Business Challenges• Ensuring positive customer experience

– Documentum directly used for delivery of customer services

(legal, insurance, banking…)

• Ensuring the efficiency of the business system– Documentum is enterprise and business critical

(pharmacy, airline, energy…)

• Ensuring successful deployment and adoption– Documentum blamed for non-performance when in-fact other elements

cause problems

• Operational effectiveness– Documentum experts get dragged into resolving non-Documentum

calls/problems

– Holistic view and root cause analysis

Documentum is in direct

contact with the customer.

Direct impact on customer

service and experience.

Documentum a critical value

delivery chain element. Direct

influence on execution

capability, performance of the

business system, productivity.

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Technical Challenges• Complexity, heterogeneous platforms, distributed

architecture

– Service instability

– Application performance in rich data models

– Jobs not running per schedule

– Threshold limits for DB and Filestore space

• Integration and interoperability with external systems

– Transaction response times and end-user experience

– EAI challenges

• Other

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Service

management

Alarms, Status Performance

(Graphs & Reports)

Functionality overview

Server

and

Services

Layer

Repository

and

Infrastructure

Layer

User

experienceEnd user

response

Documentum

availability

Content

statistics

User

Sessions

Workflows

DB tablesJobsLog

Files

Database Full-text Index File system

Search/Query

FT Query

response

Managing Documentum Infrastructure

• Content server/repository monitoring– Reveals if Documentum users are not able to connect to repository

• Important processes/components not running

• DB not available

• Server status

– Monitors Documentum system health and performance• Session activity and resource consumption (identifies problematic sessions)

• Process resource consumption

• DB login time too long

• Available space on disks where the file stores reside

• Detects failed jobs , jobs that are executing too long (hung jobs) or jobs scheduled but failed to start.

• Notifies administrators about internal errors/warnings

• Monitors DB table size and growth

• Event monitoring (unprocessed renditions, logon failures, custom events)

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Managing Documentum Infrastructure

• Index server monitoring– Know if is it possible to add new documents to full-text index and search for

documents?• Is Index Server available

• Status of Index Server modules (Node Controller, QRServer, RTS Top Dispatcher, Document Processor, etc.)

• Index Agent status (running, stopped, responding)

– Monitors Indexing system health and performance• Notifies if the indexing queue is growing and if there is a backlog of failed indexing items

• Index server/agent resource consumption

• Alerts if there are internal errors in index server/agent

• Periodically checks FT index disk usage

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Monitor user experience and performance• Repository availability from the client

perspective

• Monitors end-user response time with executing some standard operations against repository– Connect time

– Check-out time

– Check-in time

– Delete time

– Disconnect time

• Index server latency– The time needed to add a new document into

the index and make it searchable

– Save-to-search latency (divided into 3 stages)• Time spent in indexing queue before Index Agent acquires

the document

• Time needed to preprocess a document

• Indexing time

• Full-text index search response time– Monitors if FT queries come back in a timely

fashion

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Monitor user experience and performance

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Policies (1/2)

• Instructions that run on the OpenView agents deployed on the Documentum Content Servers– Trigger events usually associated with faults

– Advice on a corrective action that should be taken (instructions)

– Collect data for graphs and reports (policies with “Perf” extension)

• Logically grouped– Content Server policies should be deployed on the Documentum Content servers

…

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Policies (2/2)

• Manual configuration possible

– Polling interval

– Automatic/operator initiated actions

– Thresholds

– Severities

SPI for Documentum provides Threshold assistant reports

Help determine suitable monitoring policy thresholds for the customer environment

Calculate min/max/avg values

Can greatly reduce the number of false alarms

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Tools

• Enable operators perform actions on remote managed nodes without the need to physically log on

• Can be configured to run on many nodes simultaneously.

• With SPI for Documentum tools you can get different current information about your Documentum environment:

– Client response time

– Top user sessions

– Filestore info

– Job info

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Service maps

• Model service hierarchy in IT environment

– Mostly auto discovered

– Higher-levels modeled on top of auto discovered

– Further connect them to company organizational units(business impact)

• Documentum auto discovered service map focuses on modeling dependencies between Documentum components

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Service maps – index server

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Graphs

• Data collected with the performance policies are used as input for instant graphs

• Used for monitoring, analyzing, and comparing

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Reports (1/4)

• Present long-term trends about your Documentum environment

– Can be used to project future resources

• Generated reports are in html format

• SPI for Documentum provides more than 50 out of the box report templates

• Most reports available

– On Docbase/Server level

– For last 28 days/yesterday

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Reports (2/4)

• Jobs– Job execution time

– Top jobs by job duration

– Number of running jobs

– Number of failed jobs

– Number of jobs failed to start

• User sessions– Session activity - number of

active/inactive sessions

– Load of user sessions (CPU and memory consumption)

• Documentum availability– From user perspective

• Client response time– Get insight into how fast the

documents are accessed or stored to the Docbase

36Confidential

Reports (3/4)

• Process statistics

– Availability, CPU & memory consumption

– Focus administrative effort on servers that need it most

• Filestore info

– Top filestores with largest content or least available space

– Space prediction

• Database availability

– Determine average, minimum, and maximum login time for Documentum database

• Database statistics

– Table size growth (dmi_queue_item, dm_audittrail)

– Number of events (Unprocessed renditions, Log-on failures)

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Reports (4/4)

• Threshold Assistant reports

– Help determine suitable policy thresholds for the customer environment

– Calculate min/max/average values

– Can greatly reduce the number of false alarms

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More at

www. spi.hermes-softlab.com