I. Summary
EPPM Services mainly provides quality consulting services focused on engagement management, proposal management and project management primarily in segment of information and communication technologies.
Our engagement was from pharmaceutical company that launched a radical business simplification program to eliminate unnecessary work, make people more effective, and lifted the company's business performance. From project point of view, our company participated on:
Simplification and Stabilizations of Global Infrastructure Services in area of Event Management processes
Enabling all Global Infrastructure Services functions and vendors to work seamlessly together on one process
Avoiding Event and Incident flooding
Stabilization, simplification and speed up process execution
The entire project required team that consists from 8 persons, additionally participated 3 virtual teams and impacted about 45 stakeholders. Total budget reached 700k USD and complete implementation required half year.
EPPM role in the project: Complex Project Management
II. Introduction
Pharmaceutical global healthcare company based in Basel, Switzerland, with roots dating back more than 150 years. Provides healthcare solutions that address the evolving needs of patients and societies worldwide. Portfolio focuses on pharmaceuticals, eye care products and generic medicines. Their products are available in more than 180 countries worldwide and reached more than 1 billion people globally in 2014. In this company worked about 133k people of 150 nationalities around the world.
III. Needs/Problems
Most pharmaceutical companies have a complex IT and quality processes. Current competition and business effectiveness pushes management of pharma companies to do business much simpler but sometime they go further. They launch a radical business simplification program to eliminate unnecessary work, make people more effective, and lift the company's business performance. From project point of view, we were focusing on:
Simplify and Stabilize Global Infrastructure Services Event Management process
Enable all Global Infrastructure Services functions and vendors to work seamlessly together on one process
Avoid Event and Incident flooding
Stabilize, simplify and speed up process execution
IV. Goals/Objectives
1. Event Management interface
Objective: Reopened incident were assigned to last resolver specialist and implemented solution will all re-occurring critical and major events assign to the last resolver group queue as opposed to the last resolver specialist.
2. All Process Description reports to be available
Objectives:
R1: Report All Events Captured, Detailed list of all Events captured in the specified period.
R2: All Open Events: Detailed list of all Events open as at time of report.
R3: All Closed Events: Detailed list of all Events closed in the specified period.
R4: All Events by monitored objects by type: Detailed list of all Events for each monitored object by type.
R5: All Events Requiring Human Intervention: Detailed list of all Events captured in a specified period for which the action determined needed human intervention.
R6: All Events Resulting in Tickets (by Ticket type): Detailed list of all Events which required a Change, Incident or Problem to be created as part or all of their rectification.
R7: All Events with Ineffective Actions (Reopening Events):
Detailed list of all Events for which the action taken was deemed to have been ineffective and so further action needed to be taken. Indicated by having been multiple actions associated with the Event. (May also include Events where residual actions needed to be taken).
R8: Repeated or duplicated events: (%) Percentage (deviation from baseline), of Events which are registered but are duplicates of an already registered Event (does not look for Events re-occurring).
R9: Events generated without degradation to service: (%) Percentage (deviation from baseline) of Events registered where, upon analysis, no degradation to the service was seen and thus the Event was a ‘false positive’.
3. Auto incident Ticket Creation
Background: An expansion of the already existing functionality in OMI of incident creation - instead of been done manually by right-clicking on the event and selecting transfer control to RoD, the system should create the ticket by itself
Objectives:
Enable auto incident ticket creation (remedy incident) for all OMI instances/views. Only for critical & major events.
For defined Configuration Items of HP-OMI should automatically create an incident in RoD once a Critical or Major event for that Configuration Items is raised
4. OMI auto of email notification for warning / minor
Background: An expansion of the already existing functionality in OMI of email notification - instead of been done manually by right-clicking on the event and selecting send notification, the system should send the email by itself.
Objectives:
For defined CI’s HP-OMI should automatically send an email notification to the agreed notification group/people.
Enable auto email notification for all major & critical events to the configured notification group/people.
5. Fine tune false positive alerts, Heartbeat, Memory, CPU
Background: In this case, the Event Manager notifies the agreed group about a warning situation while the situation is not in a warning status.
Objectives:
Reduce the number of false positives for minor and warning events.
Background: In this case, the Event Manager notifies the agreed group about a critical situation and opens an incident assigning it to the resolver group as a critical situation, while the situation is not in a critical status.
Objectives:
Reduce the number of false positives for major and critical events by 50%
6. Event Management Foundation data: incident resolver group needs to be consistent and existing across all CIs
Background: This is needed so the functionalities of automatically and semi-automatically email notification and ticket creation can function
Objectives:
All necessary data, databases and functionalities need to be available and consistent for all CI’s generating events in HP-OMI.
7. Active Directory Servers with following requirements:
Objectives:
Create a connection from the SCOM (System Center Operations Manager) system and the HP system
The events from AD should be forwarded from SCOM to HP OMI as per the agreed monitoring thresholds
8. UNIX VIOS Monitoring
Objectives:
VIOS Servers are to be monitored by default AIX Measurements metrics, in addition to that, deploy VIOS specific measurements which will send events to HP-OMI from HP Site Scope.
9. UNIX HMC / UNIX Managed Hosts
Objectives:
onboard/integrate UNIX HMC and Manage systems into Event Management as following:
HMC will send SNMP trap to HP BSM in case of HW issue/problem reported on HMC or one of the hosted managed systems.
The Threshold values of UNIX HMC SMTP Traps should be set to critical to ensure an incident is created, the Unix service line will be refining these thresholds values in continuous improvement The APM must reach out to Unix service line for any Threshold discrepancies.
V. Procedures/Scope of Work
Adjust onboarding data (Monitoring Thresholds) and define data maintenance process for Event Management data
Merge Existing “HP - Operations Manager i” release in to one release (Vendor-Call Center and Client Operations Center have the same functionalities)
Enable and develop automation and enhancement and simplification features in HP Business Service Management suite
Stabilize EM process with higher level of Automation
Enabling of automation features
Automation; Ticket creation; Email notification
Enhanced training for tool customization
Data Clean-up and reduction of false-positive Events
Maintenance process for Monitoring Thresholds
VI. Timetable
Provide detailed information on the expected timetable for the project. Break the project into phases, and provide a schedule for each phase.
| Description of Work | Start and End Dates |
Phase One | User Requirements | 13/Feb/2015 |
Phase Two | Implementation | 30/Apr/2015 |
Phase Three | User Acceptance Testing | 31/Jul/2015 |
VII. Budget
Budget of the project 700k USD.
VIII. Key Personnel
List the key personnel who will be responsible for completion of the project, as well as other personnel involved in the project.
Core Team: 8 members
Virtual Teams: 3
Total Key Stakeholders: 45
IX. References
AD | Active Directory |
EMS | Event Management Simplification and Stabilization |
HP - OMI | Hewlett-Packard - OPERATIONS MANAGER i |
HP Site Scope | Hewlett-Packard – Site Scope - agentless monitoring software focused on monitoring the availability and performance of distributed IT infrastructures |
HP SHR | Hewlett-Packard - Service Health Reporting |
HP-BSM | Hewlett-Packard - Business Service Management |
COC | Client Operations Center |
PD | Process Description |
SCOM | System Center Operations Manager |
RoD | Remedy on Demand |
SNPM | Simple Network Management Protocol |
VIOS | Virtual I_O Server |
HMC | Hardware Management Console |
CI | Configuration Items |