Managing complex systems

Special Branch event in conjunction with colleagues at BT Delta Point.

Tuesday 26 February 2008. 7.00pm for 7.30pm. Ends 9.00pm

BT Delta Point, 35 Wellesley Road, West Croydon. Near to West Croydon Rail and Bus Stations; and 8 mins walk from East Croydon Railway Station.

Ian Johnston & John Palmer, BT

The presentation will overview BT's alignment with ITIL® and the current trends affecting the 'Fit for use' of new services. The application monitoring standard developed by the team will be described and demonstrated together with the design processes built to ensure its successful implementation. The value of this approach and its crucial role in integrating the use of other monitoring tools will be discussed. The content will include:

  • Approach to managing e2e systems
  • A standard for application events
  • Business process and component transaction monitoring
  • Order tracking and jeopardy
  • Managing COTS products eg BEA, Siebel
  • Leveraging the value of monitoring, eg. ASGs, Service and Capacity etc.

Ian Johnston & John Palmer are part of BT's Design group specialising in Systems & Application Monitoring and Management tools. They have a background in troubleshooting 'end to end' problems with BT's distributed architecture and have produced guidance to promote effective monitoring.

Based on their  experience they have  developed an application monitoring standard that allows the problem diagnosis and tracking of distributed transactions. This has now been deployed within 80+ plus applications!

This standard provides the capability to 'drill down' from the 'end to end' views of transactions to investigate problem root causes by linking to other specialised diagnostic tools.

To fully exploit this capability they have developed a detailed process to support its implementation which they have aligned with ITIL® concepts following their completion of the ITIL® Infrastructure managers course in 2006. 

This process underpins some of the key messages of ITIL® Service Design - If you don't measure it, you can't manage it. If you don't measure it, you can't improve it.

Everyone is welcome. Refreshments provided. Admission is free.

Microsoft PowerPoint fileIan Johnston & John Palmer's presentation (1.9 Mb)
PDF fileMeeting notes (42 kb)