EMC SMARTS Introduction

Smarts 101
M
Automating
Problem & Incident Management
EMC CONFIDENTIALINTERNAL USE ONLY
What Is the Customer Challenge?

Too much data, not
enough information
Application Domain
Symptom
Difficult to determine the

root cause of a problem
Cant distinguish among
network, storage, and
application faults
Symptom
Symptom
Too many trouble tickets

being opened in the call
centercant keep up
Storage Domain
Symptom
Symptom
Symptom
Problem
IP
Network Domain
Difficult to gauge the

impact of an IT-level
problem to the business
Management solutions send alarms for everything

2
Prior Approaches Cant Keep Up

Sustaining
SLAs
Presentation
Root Cause & Impact Analysis
Ruleswritingandmaintenancetoprocess
Events/Alarmswithoutunderstandingof
underlyingITtopology
Integration & Correlation End-to-End
Event Collection & Reporting
Applications
Switches
Routers
Databases
Telephony
Servers
Video
Firewalls
Storage
Reporting
SLAs
IDS
Optical
Source: Giga Information Group Infrastructure Management Report 2001
EMC Smarts: Managing Services In Real Time

Automated Actionable Intelligence
Analytics
Codebook Correlation Technology
Abstraction
EMC Smarts Common Information Model
Data and Event Collection
Routers
Applications
Optical
Firewalls
Video
Switches
IDS
Databases
Telephony
Storage
Servers
With patented, industry-leading technologies

4
ECIM: The EMC Common Information Model
Based on DMTF CIM, extended with rich

semantics for integrating and automating
management applications
Comprehensive
Models the complex web of relationships in the

real world:
Within entities, across entities
Models cross-domain relationships
Models network, systems, applications,

services, business entities
100+ classes, 40+ relationships
Infinitely extensible via inheritance
Key to service management, end-to-end

Pieces together information from heterogeneous
sources
Abstract
To scale to networks of unlimited size and

complexity through multiple levels of abstraction
To decouple management application logic from
the specifics of an ever-increasing stream of
vendor products
Subscribes
Service
Subscriber
ComposedOf
Hosted
Application
HostedBy
Service
Offering
Neighboring
Systems
Switch
Neighboring
Systems
Host
Router
EMC Common Information Model
Application Logic
Logical Port
Problem Down Causes OperationallyDown, ConnectedPortDown
Local symptom OperationallyDown
Propagated symptom ConnectedPortDown To Connected Logical Ports
Down
Physical Port
Problem Down Causes PortDown
Propagated symptom PortDown To Logical Ports Layered over the Port
are Down
Propagated symptom ConnectedPortDown To Layered over Logical
Ports
Card
Problem Down Causes PortDown

Propagated symptom PortDown To Physical Ports in the Card are
Down
Propagated symptom ConnectedPortDown To Physical Ports in the
SwitchCard
Problem Down Causes ConnectedPortDown
Propagated symptom ConnectedPortDown To Cards in the Switch
7
Application Topology
Switch 0
Switch 1
P
C0 0
P1
L0
L1
L0
L1
L0
C1
P0
P1
L0
L1
L0
L1
L0
P0
P1 C0
L1
L0
L1
P0
L0
L1
P1
L1
C1
Switch 3
Switch 2
C0
P0
L0
L1
P1
L0
L1
L0
P0
C1
P1
L1
L0
L1
L0
L1
L0
L1
L0
L1
L0
L1
P0
P1
P0
P1
C0
C1
Codebook Correlation Example
Symptoms
Problems
The first step in creating a Codebook

is to use the models that apply to
each discovered element to
create a list of the problems.
These problems represent the
columns in the Codebook.
Symptoms
Problems
The second step is to use the

local and propagated symptom
definitions in the applicable
models to create a list of all the
symptoms that can be collected
in the network. These symptoms
represent the rows in the Codebook.
10
Symptoms
Problems
Finally, models are used

to populate the Codebook
with the active symptoms
for each problem.
These are the root-cause
problem signatures.
11
Symptoms
Problems
Next, a mask is created in

memory and populated with
symptoms collected using
ICMP, SNMP, Traps, and TCP.
Each symptom is added
as received.
12
Symptoms
Problems
On a periodic basis, the

mask is passed across the
Codebook to identify the
exact or best root cause.
13
Automating Service ManagementStart to Finish

1) Includes a library of generic
models for the specific managed
technology, which describe the
attributes of the physical or virtual
managed objects, as well as their
relationships within the environment
and the problems associated with
those objects.
4 Codebook Correlation
Root Cause & Impact Reporting
Analysis
Automatic Interface To Service Desk
2) Auto-discovery of the environment

or inputs from 3rd party databases &
tools
3) Mapping of generic models in the
library exist in the environment, and
how these devices are related.
1 Object Library
4) Using input from step 3, the

Codebook automatically calculates
the sets of symptoms, or
signatures, that indicate serviceaffecting authentic problems for the
specific topology.
Context
5) Monitors the environment looking

for signatures of authentic problems.
When Codebook identifies a set of
symptoms that indicates an authentic
problems, the root cause and its
business impact are delivered to
Service console in real time.
Domain Managers
3 Object Repository
Discovery
5 State Monitoring
Network, Server, Storage, Applications
14
SMARTS Architecture
EMC Common Information Model
IC
Console
IC
Dashboard
Unified data model

Rich 50+ relationships
Scripting,
Java, CLI,
C, C++
Standard
EAI Bus:
ODBC/SQL
JMS,
Database
TIBCO
CRMs
Common Services
Automation engines:
Codebook Correlation Technology
Auto - Discovery
Populate topology through

mediation layer
De-coupled from ECIM and
analysis
Automatic adaptation to change

Recursive distributed architecture
Open extensible architecture
De-coupling of layers
Open-ended import/export APIs
Incremental product support
Add new classes and new
automation engines
Analysis Models
Analysis
Engine
ECIM Model and Object Repository
Mediation
15
EMC Approach: IT Process Optimization

Incident/Problem
Process
Process Optimization
Through Functional Domains
Configuration
Process
Compliance
Process
Change/Release
Process
Business Impact
IT Service Management
Operations Management
Process Optimization Across Technology Domains
Storage
Network
Server
Application
Virtualization
Security
3rd Party
16
Triage, Troubleshooting, and

Workflow
Proactive device monitoring
Alarm correlation engine
Alarm presentation and workflow
Device drill down and data gathering
CIM-compliant Topology model
Open database
17
Triage, Troubleshooting, and

Workflow
Single Focal Point for Monitoring, Analysis, and Control
18
Triage, Troubleshooting, and Workflow

SMARTS Screenshots
19
SMARTS InCharge Components
InCharge Availability Manager, Performance Mgr, and Server Performance Mgr

(AM/PM/SPM)
InCharge Service Assurance Manager (SAM)
Hardware monitoring
Application process monitoring
Wmware monitoring
MS Cluster monitoring
InCharge Business Impact Manager (BIM)
Application (TCP) Port Availability

Topology and correlation with other SMARTS apps
InCharge Enhanced Server Manager
Cross-domain correlation
Powerful options for managing and viewing infrastructure
InCharge Application Connectivity Manager
Auto-discovery of Layers 2/3/logical

Root cause and impact analysis
Determines the effect technology events have

on business
Analyzes events across domains and associates
events to customers and services
InCharge SMARTS adapters
Integration point/leverage existing investment

InCharge for non-IP domains (Syslog)
20

EMC SMARTS Introduction

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What challenges do customers face that EMC Smarts aims to address?

What challenges do customers face that EMC Smarts aims to address?

What are the main components of EMC Smarts?

What are the main components of EMC Smarts?

Smarts 101

EMC CONFIDENTIALINTERNAL USE ONLY

What Is the Customer Challenge?

Difficult to determine the

Too many trouble tickets

Difficult to gauge the

Management solutions send alarms for everything

Prior Approaches Cant Keep Up

Source: Giga Information Group Infrastructure Management Report 2001

EMC Smarts: Managing Services In Real Time

Data and Event Collection

With patented, industry-leading technologies

ECIM: The EMC Common Information Model

Based on DMTF CIM, extended with rich

Models the complex web of relationships in the

Within entities, across entities

Models cross-domain relationships

Models network, systems, applications,

Key to service management, end-to-end

To scale to networks of unlimited size and

EMC Common Information Model

Problem Down Causes PortDown

Codebook Correlation Example

The first step in creating a Codebook

Codebook Correlation Example

The second step is to use the

Codebook Correlation Example

Finally, models are used

Codebook Correlation Example

Next, a mask is created in

Codebook Correlation Example

On a periodic basis, the

Automating Service ManagementStart to Finish

Root Cause & Impact Reporting

2) Auto-discovery of the environment

4) Using input from step 3, the

5) Monitors the environment looking

Network, Server, Storage, Applications

Unified data model

Codebook Correlation Technology

Populate topology through

Automatic adaptation to change

ECIM Model and Object Repository

EMC Approach: IT Process Optimization

Process Optimization Across Technology Domains

Triage, Troubleshooting, and

Triage, Troubleshooting, and

Triage, Troubleshooting, and Workflow

SMARTS InCharge Components

InCharge Availability Manager, Performance Mgr, and Server Performance Mgr

InCharge Service Assurance Manager (SAM)

InCharge Business Impact Manager (BIM)

Application (TCP) Port Availability

InCharge Enhanced Server Manager

InCharge Application Connectivity Manager

Auto-discovery of Layers 2/3/logical