HP Business Service Management

for the Windows® and Linux operating systems

Software Version: 9.12

Operations Manager i
Concepts Guide

Document Release Date: November 2011

Software Release Date: November 2011
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Acknowledgements

This product includes software developed by the Apache Software Foundation (http://www.apache.org/).
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This product includes software developed by the MX4J project (http://mx4j.sourceforge.net).

2
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4
Contents

1 Welcome to this Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

How this Guide is Organized. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Who Should Read this Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

2 Introduction to BSM Operations Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Licensing Structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Operations Bridge for a Complete BSM Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Data Acquisition from Multiple Sources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Consolidated Event and Performance Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Event Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Health Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Correlating Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Suppressing Duplicate Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Closing Related Events Automatically . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Topology-Based Event Correlation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Structured Problem Solving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Managing Content with Content Packs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Out-of-the-Box Content Packs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Content Management Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Scalable Architecture with Multiple Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Manager-of-Managers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Integration Interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
User Roles and Responsibilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

3 Operator Workflow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
The Operator Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Health Perspective . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Event Browser. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Health Top View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Health Indicators Pane. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Other Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Resolution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Other Roles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

4 Monitoring Developer Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Initial Analysis. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Define Health Indicators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Other Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Other Roles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

5
5 IT Operations System Administrator Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Installation and Configuration Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Oversee the BSM Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Tune the Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Tune Infrastructure Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Configure Users and User Roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Other Responsibilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Ongoing Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Operations Bridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Other Roles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

6
1 Welcome to this Guide

This guide is an introduction to HP Business Service Management (BSM) Operations

Management, and describes the main concepts underlying this comprehensive event and
performance management software that is a component of an HP Business Service
Management (BSM) solution.
BSM Operations Management is available with an HP Business Service Management (BSM)
deployment with an active Operations Manager i (OMi) license (see Licensing Structure on
page 9).
For details about deployment, see the HP Business Service Management Deployment Guide.

How this Guide is Organized

This guide contains the following information:
• Introduction to BSM Operations Management on page 9:
A high-level overview of the most important features helps you understand how you can
use BSM Operations Management to improve the performance, availability, and efficiency
of your IT environment.
• Operator Workflow on page 25:
A description of a typical day for Dave, the IT Operations operator, and how he uses event
management to prioritize his daily tasks.
• Monitoring Developer Workflow on page 31:
A description of the role of Mike, an IT Operations monitoring developer, and how he
monitors a new application.
• IT Operations System Administrator Workflow on page 33:
A description of the role of Matthew, and how he oversees the BSM Operations
Management environment and configures the operational infrastructure to integrate all
the applications and servers in his domain.

Who Should Read this Guide

You should read this guide if you are one of these users:
• An IT Operations operator
• A DB, Exchange, SAP, or other subject matter expert who designs the monitoring
scenarios for these enterprise applications

7
 • An IT Operations monitoring developer
• An IT Operations system administrator
As one of these users, you will be familiar with BSM and the fundamental concepts of
enterprise monitoring and management.

8 Chapter 1
2 Introduction to BSM Operations Management

Read this chapter for a high-level overview of BSM Operations Management, and how it
enables you to improve the efficiency of your IT services and infrastructure.
This chapter includes an architectural overview, shows how BSM Operations Management
fits into an HP Business Service Management (BSM) solution, and describes the underlying
concepts.
This chapter is structured as follows:
Licensing Structure on page 9
Operations Bridge for a Complete BSM Solution on page 10
Consolidated Event and Performance Management on page 12
Structured Problem Solving on page 15
Managing Content with Content Packs on page 18
Scalable Architecture with Multiple Servers on page 20
Integration Interfaces on page 22
User Roles and Responsibilities on page 23

Licensing Structure
BSM Operations Management is available with an HP Business Service Management (BSM)
deployment with an active Operations Manager i (OMi) license.
For details about deployment, see the HP Business Service Management Deployment Guide.
The Operations Manager i (OMi) licensing structure is as follows:
• Event Management Foundation
The Event Management Foundation license is required for BSM Operations Management
functionality.
• Topology-Based Event Correlation
The Topology-Based Event Correlation license is required for the topology-based event
correlation (TBEC) functionality. This builds on the Event Management Foundation
license.
• Target Connector
A Target Connector license is required for each system managed by a third-party (non-
HP) management solution, where events are consolidated in BSM Operations
Management. This builds on the Event Management Foundation license.

9
 Operations Bridge for a Complete BSM Solution
BSM Operations Management is the event management foundation for a complete BSM
monitoring solution. As the operations bridge, it consolidates all IT infrastructure monitoring
in a central event console, and relates the events to the IT services that depend on that
infrastructure. Users benefit from a common structured event management model that
applies the same processes to both business service management and IT infrastructure
management.
BSM Operations Management links infrastructure management with application and
business service management. It combines events from HP Business Service Management
components, such as Business Process Monitor (BPM), Real User Monitor (RUM), and Service
Level Management (SLM), with events from the operations management components of the
BSM solution, such as HP Operations Manager (HPOM) and HP Network Node Manager i
(NNMi). This enables you to keep track of all the events that occur in your monitored
environment.
Figure 1 shows a typical deployment example where BSM Operations Management is the
operations bridge in a BSM solution. BSM Operations Management provides automated
monitoring and integration of multiple external applications, and runs within the BSM
platform using the common Run-Time Service Model (RTSM) database.

Figure 1 Operations Bridge in a BSM solution

10 Chapter 2
 Sharing the RTSM with other BSM applications means that there is always immediate access
to the very latest data stored in the RTSM. For example, IT Operations System
Administrators have no additional work to maintain topology data in the RTSM.
All event and performance management originating from servers, networks, applications,
storage, and other IT silos in your infrastructure, are consolidated into a single event stream
in an advanced, central event console. The console displays monitoring alerts to the
appropriate team of operators.
You can quickly identify, monitor, troubleshoot, report on, and resolve problems in your
distributed IT environment. These abilities make it possible for you to improve the
performance and availability of the infrastructure and services in your monitored
environment, adding to the efficiency and productivity of your business. BSM Operations
Management helps you to locate and solve event-related issues before business service quality
degrades. It offers the tools that help operators solve problems without involving a subject
matter expert. This frees subject matter experts to focus on strategic activities.

Data Acquisition from Multiple Sources

You can see in Figure 1 on page 10 that events, regardless of where they originate, are
processed and managed in a unified manner.
Examples of event sources include:
• BSM components:
— HP Operations Manager for UNIX (HPOM for UNIX) with an Operations Manager
server running on an HP-UX, SPARC Solaris, or x64 RHEL platform
— HP Operations Manager for Windows (HPOM for Windows)
— HP Network Node Manager i (NNMi)
— Business Process Monitor (BPM)
— Real User Monitor (RUM)
— HP SiteScope
— HP Systems Insight Manager
BSM alerts (CI Status Alerts, SLA Alerts, and Event Based Alerts) can also generate
events in BSM Operations Management. For example, operators can collect, view,
correlate, and manage events generated from Event Based Alerts from EUM components.
Note that alerts forwarded from an EUM component, such as BPM, are not
back-synchronized.
• Third-party management software, normally used to monitor specific environments or
special needs not monitored by other solution components, such as Microsoft Systems
Center Operations Manager or Oracle Enterprise Manager.

Introduction to BSM Operations Management 11

 Consolidated Event and Performance Management
The operations bridge is the place where events of all types from multiple sources are
consolidated into a centralized console. “Perspectives” provide operators with different levels
of information about the events they are responsible for. For example, basic event handling is
done in the Event Perspective, while the Health Perspective provides additional, service
health-related information about the events. These perspectives are centered around the
Event Browser.

Event Information
Events report important occurrences in the managed IT environment, are generated by
domain managers, forwarded to Operations Management, and then mapped to related
configuration items (CIs) in the RTSM. These events are assigned to operators for resolution.
In the Event Browser, operators can see an overview of all the active events that need to be
worked on in a single screen. They can see such things as the event severity, the type and
category of event, the source of the event, the time and location of the event, and the affected
configuration item.
Events pass through a “lifecycle,” which is an informative way to display and monitor the
status of an event. An operator’s workflow is based around the lifecycle of an event. The
lifecycle state of an event represents the progress of the investigation into the problem that
caused the event. An operator assigned to an event opens an investigation and works on
finding a solution to the event’s underlying problem. Experts can then assess the proposed
solution, verify that it solves the problem that caused the event, and close the event, which
completes the lifecycle.
Operators can configure the Event Browser to suit the requirements of their typical
workflows. The contents of the Event Browser are filtered according to the selected view or
configuration item. Operators can configure new filters or modify existing filters, according to
their needs, to change the information displayed. Filtering the Event Browser content helps
operators focus on the most useful information, for example, to identify the highest priority
events, and to determine which of these events should be worked on first to minimize their
impact on business services.
You can configure data collectors, from HP or third-party companies, to forward events to
BSM Operations Management. Events are synchronized between servers. For example, BSM
Operations Management and HP Operations Manager (HPOM) synchronize the state of
events and messages. If a BSM Operations Management operator closes an event, a
notification is automatically sent to HPOM. Similarly, HPOM notifies BSM Operations
Management about the acknowledgement of messages, and BSM Operations Management
automatically updates the lifecycle state of the corresponding events to “closed.”
Closed events are automatically moved to the Closed Events browser. Operators can access
this list of closed events, and can use these events as a reference for solving similar problems.
Operators can enrich events with additional information, for example, by adding annotations
to the event to either aid further problem resolution, or to document what action has already
been taken.
For those events that require the attention of specific subject matter experts, the operations
bridge can forward those events to the appropriate operators. For example, the IT Operations
System Administrator can configure the system to route notifications to operators and
escalations to the appropriate help desk operators who can concentrate on managing
escalated events and fixing underlying problems.

12 Chapter 2
 Health Information
With event-based data, you can see in the Event Browser which related CI is affected by the
event. Additionally, BSM health data, such as event type indicators (ETIs), health indicators
(HIs), and key performance indicators (KPIs) are used to evaluate the health of related CIs in
the context of the events.
For any device, such as a server, the severity of the problems directly associated with the
server are collated, and combined with information about devices associated with the server.
The combined data is passed to calculation rules that evaluate and set the key performance
indicators that indicate the overall health of the object.
Figure 2 depicts a typical Health Perspective page, with the Health Top View showing a
hierarchical overview of the relationships among the objects associated with the event.

Model Explorer Event Browser

Health Top View pane Health Indicators pane Actions pane

Figure 2 Health Perspective, with Health Top View and Health Indicator panes

You can see the health status of an object, see which business rules and KPIs are being used,
and see how the health status of the selected object affects the health of related objects. For
example, a user can navigate to check the health of neighboring CIs. This information helps
the user analyze which events to focus on, and prioritize event handling to maximize
availability and minimize negative impact on business services. Users can also select views to
show only the events and CIs they are responsible for.
The user can select any component and see the status of associated health indicators and
KPIs. For example, an operator may want to see the status of the availability KPI for a
particular server and the status of the associated health indicators.

Introduction to BSM Operations Management 13

 Correlating Events
In a large environment, one of the biggest challenges is how to manage the large number of
events that originate from a variety of sources. Within this sea of data, the aim is to identify
the events that have a significant impact on business services. So while it is essential to
minimize the number of events that appear in the Event Browser, it is even more important to
highlight the events that, if unmanaged, could cause a breach in service level agreements
(SLAs) and generate incidents in your help desk system.
Event correlation plays a very important part in bringing together business service
management and IT infrastructure management, where the disruption of a service can be
traced to a specific failure in the IT infrastructure on which the service depends.
BSM Operations Management correlates events automatically using three forms of event
correlation:
• Suppressing duplicate events
• Closing related events automatically
• Topology-based event correlation

Suppressing Duplicate Events

A new event may be a duplicate of an existing event. As a simple example, due to network
stability problems, the same event is sent twice by the source domain manager because it did
not receive an acknowledgement quickly enough for the first instance of the event. As new
events are received, they are checked against existing events. If duplicates are found, new
information, such as a change in severity, is used to update the existing event, and the new
event is ignored. If duplicate event suppression is enabled, new events that are duplicates of
an existing event are not retained and the original event is updated.
The advantage of correlating events using duplicate event suppression is that it reduces the
number of events displayed in the console, but without losing any important information.
Suppressing duplicate events can result in additional correlations of the original event (both
as cause or as symptom). When a duplicate is identified, the timestamp for the original event
is updated to the time when the duplicate was received. The event is then correlated again
and may now be related to other events which were not available for correlation when the
original event was received.

Closing Related Events Automatically

A new event can automatically close one or more existing events. When a new event arrives, a
search is made for existing related events. Some specific information contained in the new
event is used to match the new event to any existing events, and the new event closes the
existing event. This type of event correlation is similar to the “good/bad message correlation”
provided by HP Operations Manager.
For example, an existing event may be a notification of a problem or abnormal condition (a
bad event) for a particular device. The bad event could be “SQL Query Performance LOW”.
Consider a new event matching this existing related event which notifies that the abnormal
condition no longer exists (a good event). The good event could be “SQL Query Performance
HIGH”. The new (good) event closes the existing (bad) related event.
You can track related events that were closed automatically in the event history.

14 Chapter 2
 Topology-Based Event Correlation
The event management process is simplified not only by consolidating events from all sources
in a central console, but also by categorizing events using topology-based event correlation
(TBEC). Dependencies between events are analyzed to determine whether some events can be
explained by other events. For example, consider a database server (DB Server) running on a
server (Server1). If Server1’s CPU usage becomes persistently overloaded, the resulting event
“SLA for DB Server breached” can be explained by the causal event “Server1: CPU
persistently overloaded (100% for more than 10 minutes)”.
The key is to pinpoint the underlying causal events that are responsible for other symptom
events, so that you can prioritize the resolution of these causal events based on the impact to
your business.
If two events occur concurrently (within a configurable time span), TBEC correlation rules
identify one event as the cause and the other event to be the symptom. Rule-based event
management enables you to manage large numbers of similar (related) symptom events in a
large network.
When any combination of cause and symptom event occurs in the monitored environment, the
correlated events are flagged in the Event Browser. You can configure the Event Browser to
display the root-cause event and a separate overview of all the symptom events, thus enabling
you to drill down into the correlation process and browse through the hierarchy of correlated
events.
Events can also be correlated across technical domains, such as databases, hardware,
networks, and web applications. This comprehensive scope enables you to correlate events
that, at first sight, might not seem to have any connection. The cross-domain functionality
also increases productivity by reducing the amount of overlap between operators responsible
for monitoring different technical areas. For example, by correlating events relating to
database problems, network problems, and storage problems, you can avoid the scenario of
operators from the different technical areas all separately investigating different events that
are the symptoms of one root cause event.
TBEC offers a number of benefits related to resolving complex events:
• Reduces the number of events displayed in the console, but without ignoring or losing
important data that enables users to drill down through the hierarchy of related events.
• Supports event correlation across multiple domains to simplify root-cause analysis of
events that generate symptom events.
• Changes to topological data do not require changes to correlation rules.

Structured Problem Solving

The centralized operations bridge streamlines the whole event management process. With
centralized, consolidated information, you can create consistent, reusable, and optimized
processes for event response.
You can deal with the majority of the events in your environment in a highly structured way.
To help you manage events more efficiently and more effectively, you can use the following:
• Tools
You can create tools to help users perform common tasks on CIs. When you create a tool, it
is associated with a CI type, and you can run the tool from the centralized console. For
example, you can run a command tool to check the status of an Oracle Database instance.

Introduction to BSM Operations Management 15

 The tool is assigned to the configuration item type Oracle Database. If you are managing
multiple versions of Oracle Databases, where the tool requires different parameters and
options to check the status of the Oracle Database processes, you can create copies of the
most appropriate tool and customize them for the various Oracle versions using the
duplicate feature. Each tool is then dedicated to a specific version of Oracle.
• Custom Actions
You can automate your event management by creating actions to run on events to help
solve problems and improve operator efficiency and productivity. Administrators can
define a variety of custom actions for the operator to use when resolving certain types of
events. Context-sensitive actions and context-specific tools can also be defined for specific
circumstances. For example, you might create a set of database diagnostic tools that are
designed to be used to help solve database problems.
For guidance about script definition and creation, including sample scripts provided with
the product, see the Operations Manager i Extensibility Guide.
• HPOM Actions
Events received in the Event Browser from HPOM may contain event-related actions
configured in HPOM. If event-related actions exist, you can run these actions from the
BSM Operations Management console. HPOM actions can be either operator-initiated, or
can run automatically when an event occurs.
For a complete overview of available actions and how to run them, see the BSM
Operations Management online help.
• HP Operations Orchestration Run Books
If you are already using HP Operations Orchestration (OO) to automate operator tasks for
analyzing or fixing problems, these OO Run Books can be mapped to CI types within
BSM. You can launch OO Run Books in an event context from the BSM Operations
Management console.
In addition to manually launching Run Books, it is also possible to configure rules to
automatically run a Run Book or a series of Run Books in the context of an event.
For information about how to run OO Run Books, see the BSM Operations Management
online help.
• Graphs
Graphs and charts provide additional data to help you visualize and analyze
performance-related problems and trends affecting the CI impacted by an event, or any
neighboring CIs. Operators can even create their own personal graphs.
Structured event management processes are deployed to:
• Assign incoming events automatically to users in specific user groups. Automatic event
assignment significantly increases the efficiency of event management and decreases the
amount of time elapsed before a response to the event is possible. The IT Operations
System Administrator can configure BSM Operations Management to automatically
assign incoming events immediately to available operator groups who are responsible for
resolving those events.
• Start actions on events that match a specified set of criteria after a specified time.
Time-based event automation rules consist of three main elements:
— Filter defining the events to which time-based event automation rules are to be
applied.
— Time period defining the duration an event has to continuously match the rule’s filter
to start the rule’s actions on that event.

16 Chapter 2
 — List of actions to be started on matching events. Available actions are re-running
automatic actions on events, modifying event attributes, forwarding events to external
servers, assigning events to users and groups, running scripts, and running Run
Books.
• Display and monitor the status of events using lifecycle management concepts. You can
also see who is currently working on resolving the event, along with all other users who
have already played a part in the solution.
• Document how an event is handled and solved. You can annotate the event to describe the
problem resolution process, or capture domain expertise by tagging events with tips and
hints that improve understanding and explain the event’s underlying problem.

Introduction to BSM Operations Management 17

 Managing Content with Content Packs
Content is information that BSM uses to describe and enrich the objects or configuration
items that you are monitoring in your IT environment. These objects may be network
hardware, operating systems, applications, services, users, and so on. Content is used to
enrich the configuration item data.
The configuration item data specific to BSM Operations Management is managed in content
packs. You can look at content as a set of many content packs. Content packs provide
pre-configured rules, tools (including run books), and other items for specific managed
applications and systems. So a content pack can contain a snapshot of all, or any part of, your
content. Content packs are used to exchange customized data between instances of BSM, for
example in test and production environments. You can also share content between content
packs.
Content packs typically include these items:
• Correlation rules
• Mapping rules for topology synchronization
• Health indicators (HIs) definitions and mapping rules
• Event type indicator (ETI) definitions and mapping rules
• Key performance indicator (KPI) rules and assignments
• Menus
• View mappings
• Graphs and graph assignments
• Tools
• Definitions for event processing interface (EPI) and custom action scripts
• Event forwarding rules
Content that is not specific to BSM Operations Management (such as additional configuration
item types) is in other packs that are managed separately with special tools.
There are two types of content packs:
• Out-of-the-box content packs to compliment data collected by, for example, NNMi or HP
Operations Manager Smart Plug-ins (SPI).
• Custom content packs you develop to meet the requirements of your own applications and
monitoring policies.
Typically, the Monitoring Developer creates custom content packs and the IT Operations
System Administrator deploys them.

Out-of-the-Box Content Packs

If the System Administrator deploys the HP Operations Manager content packs, they provide
the necessary configuration data to receive and process the events forwarded from HP
Operations Manager.
If the System Administrator installs the content pack for the Oracle database, for example, it
provides BSM Operations Management with information about the form and content of the
events sent by the HP Operations Manager Smart Plug-in for Oracle Databases. The content
pack provides the rules, tools, and graph definitions needed to use event data to evaluate the

18 Chapter 2
 health of Oracle-related configuration items, or to correlate Oracle-related events. As another
example, the Infrastructure content pack provides the necessary configuration data, including
tools, required to integrate events from NNMi.
Figure 3 shows an overview of the content that can be included in a set of content packs.

Indicator
Mapping
KPI Rules,
Indicator Rules
Propagation
Definitions

HI/KPI
Assignments
Topology
Sync. Rules
Files placed on file
Correlation
system, uploaded with
Rules
command-line tool

HPOM SPI Menus

Policies Managed by HPOM

Import/export using
the Content Manager EPI/Custom
Action
Definitions
CI Types Import/export using the
RTSM Package Manager View
Mappings

RTSM Views
Tools

Event
forwarding Graph
rules Assignments
Graphs

Figure 3 Content that can be included in a set of content packs

Content Management Tools

BSM has a set of tools to help manage content. You can use the Content Manager to exchange
content between systems, too. For example, you can prepare content in a test environment,
and then transfer the tested content to a production environment when the tests confirm that
the content is working as expected.
The export and import tools also enable you to exchange content between systems so that you
can keep snapshots or backup images of the content you have developed and, in addition,
make sure that different instances remain synchronized and up to date.

Introduction to BSM Operations Management 19

 Scalable Architecture with Multiple Servers
BSM Operations Management enables you to manage widely distributed systems from a
central location. In a distributed deployment, you can configure your environment
hierarchically. You can then spread management responsibility across multiple management
levels, according to criteria such as operator expertise, geographical location, and the time of
day. This flexible management enables operators to focus on their specialized tasks, with the
benefit of round-the-clock technical support available automatically and on demand.
The scalable architecture enables one or more BSM Operations Management instances to be
combined into a single, powerful management solution arranged to meet the requirements of
your organizational structure. So you can configure servers to forward events to other servers
in your environment.
In a distributed environment, servers hosting BSM Operations Management can be
configured to work not only with other like servers, but also with multiple HPOM for
Windows and HPOM for UNIX management servers, other BSM servers, and even
third-party domain managers.
In such an hierarchical, distributed environment, you can configure BSM Operations
Management to:
• Be the central event consolidator, or “manager-of-managers” (MoM), for the whole
environment at the top of the hierarchy.
• Work with other HP products, such as NNMi and HP SiteScope.
• Work with third-party domain managers, such as Microsoft Systems Center Operations
Manager.
You can configure servers hosting BSM Operations Management to:
• Forward events to other servers hosting BSM Operations Management, and keep those
events synchronized among the servers.
• Receive messages forwarded from multiple HPOM for Windows and HPOM for UNIX
management servers, and keep those messages synchronized between servers hosting
BSM Operations Management and HPOM management servers.
• Receive events forwarded from a BSM server receiving alerts from BSM components such
as HP Business Process Monitor (BPM).

20 Chapter 2
 Manager-of-Managers
Figure 4 shows an example of an hierarchical, distributed environment, with a central server
hosting BSM Operations Management managing other regional servers hosting BSM
Operations Management, using server-based flexible management.

Figure 4 Manager-of-managers (MoM) deployment

In this example, the BSM Europe, BSM USA, and the BSM Asia Pacific regional server
deployments are managing different geographies. BSM Operations Management hosted on
the BSM Worldwide server deployment is at the top of the hierarchy, and is managing the
regional servers. It is acting as the central event consolidator, or MoM for the complete
environment. It is a worldwide operations bridge. The regional servers can also be acting as
MoM in their own geographies for subordinate systems to create a regional monitored
environment. It is possible to cascade the management of monitored environments in a
hierarchical design.

Introduction to BSM Operations Management 21

 If you operate in a large enterprise with multiple management servers distributed over a wide
area, specialist knowledge relating to a specific subject is not always available locally. For
example, your organization might have a competence center responsible for SAP. In addition,
another center of expertise may be responsible for databases.
A competence center hierarchy distributes responsibility for configuration items in the
monitored environment. Regional servers are not solely responsible for configuration items.
Instead, events about specific subjects go to a competence center server, where expertise
exists to solve similar problems for all configuration items in the monitored environment.
In a distributed environment, the IT Operations System Administrator can configure regional
servers to forward certain messages to other servers in the network. The same System
Administrator can configure regional servers to forward events to any server anywhere in the
network, based on event attributes.
In Figure 4 on page 21, all regional servers (BSM Europe, BSM USA, and BSM Asia Pacific)
forward all database-related events to the database competence center server, and all
SAP-related events to the SAP competence center server.
In this type of scenario, the operations bridge synchronizes event actions (for example resolve,
assign, severity change) among the regional servers and the competence centers. This ensures
the event states are always synchronized across the enterprise environment.

Integration Interfaces
A number of interfaces are provided that enable integrations with other applications, and
allow modification and customization of the event management process. For example:
• To modify and enhance events during event processing, an event processing interface
enables event processing scripts to be integrated into the event processing pipeline. This
enables you to enrich events:
— During event processing, for example, by adding information used in CI resolution
and ETI resolution, or by influencing how duplicate events are handled.
— To provide more information after event processing has taken place, for example,
additional CI-related information from asset databases, or information useful for
troubleshooting purposes, such as a drill-down URL, or a links to an external
knowledge base.
• To integrate events into other applications, an event web service interface enables
developers and integrators to automate operator functions and event change detection.
Most things that an operator can do in the console while working on events can be done
programmatically to improve efficiency. This interface also provides subscription support
through Atom feed functionality.
• To synchronize events between BSM Operations Management and an external event
processing application, BSM Operations Management provides an event synchronization
web service interface. A typical use case is to synchronize events between BSM
Operations Management and an incident manager, such as Service Manager.
• To integrate directly with other domain managers, such as Microsoft Systems Center
Operations Manager, BSM provides the HP BSM Integration Adapter.

22 Chapter 2
 The Operations Manager i Extensibility Guide in the HP Business Service Management
documentation library describes these interfaces, and provides information for content
developers and integrators to customize and extend the functionality of BSM Operations
Management.

User Roles and Responsibilities

Installing, configuring, and running the operations bridge requires a team of people who have
special skills and domain expertise. There are three primary user roles. Each role has a
different set of responsibilities and tasks.
• The Operator is the hands-on event manager and troubleshooter.
• The Monitoring Developer is the health manager who decides what is to be monitored and
what the appropriate performance levels should be.
• The IT Operations System Administrator installs and configures the monitoring and
event management processes. What he can configure is very flexible. He adds new users
in the BSM User Management area according to local requirements. He can grant
permissions and restrict access to Administrative UIs, Tool Categories, and Custom
Actions. He can specify rights and permissions for individual users or user types. He can
also enable or disable access to events assigned to other users. For example, he can enable
users to view events that are not assigned to them, but deny them the right to make any
changes.
Frequently encountered titles for these three user roles, together with a summary of their
responsibilities, are presented in Table 1 on page 24. Now that we know more about BSM
Operations Management, we will follow three typical users in subsequent chapters to see how
they manage their workday and complete their tasks.

Introduction to BSM Operations Management 23

 Table 1 User Roles

Job Title Other Titles Responsibilities

Operator • Domain Operator Monitors daily events assigned to him

• IT Operations Operator or his workgroup.
Performs routine non-BSM
Operations Management operations
on the applications, systems,
networks he is responsible for.
Troubleshoots and resolves events
that might escalate into an incident.
“Dave”

Monitoring • Domain Expert Customizes the way BSM Operations

Developer • IT Operations Monitoring Management monitors a domain.
Developer
• Subject-Matter Expert for
applications, networks, or
other specialized areas

“Mike”

Administrator • System Administrator Oversees the BSM Operations

• IT Operations System Management environment and task
Administrator assignments. Integrates BSM
Operations Management with other
• BSM Operations
tools and processes.
Management
Administrator
• System Architect

“Matthew”

In the next chapter, we learn more about the daily responsibilities of Dave the operator in an
enterprise environment with BSM Operations Management as the operations bridge.

24 Chapter 2
3 Operator Workflow

We met Dave in Chapter 2, Introduction to BSM

Operations Management. Dave is the operator
responsible for daily event management in a BSM
deployment. An operator is usually an entry-level
position in the corporate IT environment, but Dave
has diverse skills that he brings to the position
because he has experience with many of the
technologies in the BSM Operations Management
environment.
Dave works a varied schedule because he is often
called when problems occur. He may solve them in
person, or log in remotely to ensure that his user
community can work without interruption. The BSM
Operations Management user interface enables him
to monitor the events in his domain from any location
as long as he has network access.
Dave needs to understand event management and
how to use all the health-related tools at his disposal.
There are tools, self-configured commands, scripts,
and links to other information that help operators
like Dave resolve and close different types of events
that occur in the operational environment.
The operations bridge enables Dave to see alerts and events in his domain immediately. He
can concentrate on managing his events and fixing the underlying problems automatically
with the appropriate tools.
Dave adds value to the enterprise by prioritizing the events in his domain according to their
impact on business services and continuity. Dave must resolve small problems before they
become major problems that lead to degradation in the quality of supported business services.
Experience with underlying technologies can help Dave correlate events that occur in
different technical domains, such as: databases, hardware, network, web applications, and so
on. He monitors these disparate technologies to minimize the impact of a failure in one area
that might reduce system responsiveness in another area. Minimizing problems before they
escalate improves enterprise productivity by minimizing the cascading effect of an
unidentified critical event.
If Dave cannot fix a problem, he can escalate it by forwarding the event (including
transferring its ownership where appropriate) to an external event processing application, for
example, to an HP Service Manager help desk operator.

25
 The Operator Environment
The system administrator determines the events that each operator can view or modify by
defining user roles and assigning user rights. Dave can see his assigned events, plus other
events that he is allowed to see, in a cross-domain view. For example, he is responsible for
maintaining the enterprise e-mail server, but he might be able to see events that are assigned
to another operator.

Health Perspective
Figure 5 shows the Health Perspective tab with five panes that show different views of the
system. Dave begins every day by opening the Health Perspective.

Figure 5 Health Perspective

The five panes provide a global view of the events in Dave’s domain:
• The Model Explorer enables Dave to select a view and an area that he is responsible for.
The view shows the parent child relationships among the CIs.
• The Event Browser lists all related events and related information in a table view.
• The Health Top View of a selected event shows the key performance indicators (KPIs) of
the CI related to the event, and the CIs in its neighborhood.

26 Chapter 3
 • The Health Indicators pane provides detailed information about the status of any CI
selected in the Health Top View pane. This view shows information about the
performance, availability KPIs, and any health indicators that are relevant to the
selected CI.
• The Actions pane is used to display the actions that are available for the selected event,
its related CI, or the node that hosts the CI. Actions include tools, run books, custom
actions, and performance graphs.

Event Browser
The Event Browser is the first area Dave looks at. He can see:
• A list of prioritized active events.
• Events assigned to him.
• Information about unresolved and unassigned events.
• Tab details that show how many events are critical, major, minor, warnings, normal, or
the status is unknown.
Figure 6 shows a typical global view of event information arranged in the Event Browser
pane.

Figure 6 Event Browser

Dave uses filters to see events from out-of-box views, or he can personalize his workspace by
customizing filters and tabs. For example, he can use a combination of severity and priority to
identify the events that need immediate attention. The first task is to determine which of the
highest priority events should be examined first.

Health Top View

When Dave selects an event to investigate, the Health Top View is updated to show more
information about the related CI. For example, assume that the event is caused by an
exceeded storage quota on a related server. The Health Top View shows the topological view of
the affected server. Dave can select it in this view to obtain more information. Figure 7 on
page 28 shows a typical Health Top View of business services and CIs.

Operator Workflow 27
 Figure 7 Health Top View

For each node in the Health Top View, he can use a context menu to obtain information about
the business impact. For example, if he chooses Server7, he can see which business services or
Service Level Agreements (SLAs) might be affected by an event or outage. The Health Top
View enables an operator to see the health of any CI in the topological diagram. Examining
upstream and downstream CIs may provide other clues that help to isolate the problem.
The next step is root cause analysis using the Health Indicators pane.

Health Indicators Pane

When Dave selects the affected CI in the Health Top View, the Health Indicators pane is
updated to display more information about the CI. The trend column, shown in Figure 8 on
page 29, shows whether the current status is an improvement or degradation from past status
indicators.

28 Chapter 3
 Figure 8 Health Indicators pane

This detailed view can show whether there is one underlying problem or a variety of
contributing factors to the critical event. This information enables Dave to make quicker
decisions about what he needs to do next. As he takes action, other operators will see that
Dave is working on this problem so that they can concentrate on other critical events.
Dave may also use performance graphs and other tools to troubleshoot the problem.

Other Tools
The details of an event can contain instructions. Dave can select the Additional Information
tab, which might contain notes or other tips to solve the problem. There may be a diagnostic
tool or script that he can run to analyze CI performance in great detail, or related logs with
informative error messages.
Dave has performance graphs at his disposal that are useful analysis tools. For example, if a
database performance event occurs, Dave can right-click the event and select Show >
Performance Graphs (Neighborhood). Performance graphs are displayed for the CI affected by
the event and for its neighbor CIs, such as the affected application server. These graphs show
not only the performance information at the time of the event, but can also show performance
at an earlier point in time.

BSM Operations Management tools are not limited to troubleshooting events. Dave can also
launch tools just to perform routine daily tasks.

Resolution
There are many ways to solve a problem. For this example, Dave sees a suggestion to run a
tool from the Launch menu. From the Event Browser, Dave right-clicks the event and selects
Launch > Tools > Repair File System (CI). When the tool finishes, the problem is resolved and the
event disappears from the list. If this did not work, Dave can access related run books from
the Actions pane. Run books are scripts that execute a multi-step process to solve the
problem.

Operator Workflow 29
 Other Roles
The operator relies on the expertise of two other key roles:
• The monitoring developer
See Chapter 4, Monitoring Developer Workflow
• The system administrator
See Chapter 5, IT Operations System Administrator Workflow

30 Chapter 3
4 Monitoring Developer Workflow

Mike is a BSM Operations Management monitoring

developer. His primary focus is to customize BSM
Operations Management to meet specific business
requirements.
Typically, Mike integrates new applications and CIs
into the monitoring process. For example, he must
define how to monitor a new group of servers that
support FTP. These servers support critical business
services by enabling internal departments and
services to send and receive large data blocks.
Initially, the payroll department will transmit
employee payroll information to the corporate payroll
service from this server. The payroll service will send
back internal summary reports, required
governmental reports that must be archived and
re-distributed to the appropriate government
agencies, and deliver other payroll related outputs.
Mike must define how to monitor FTP servers to
ensure their ongoing health, ensure they can process
requests, and permit FTP downloads in a secure
environment. If the servers are unavailable,
deadlines will be missed, and in extreme cases an outage could generate fines for failing to
meet governmental requirements.

Initial Analysis
The first things Mike needs to think about are the KPIs and health indicators for FTP servers.
Some key questions to answer:
• What are the KPIs that should be measured by the monitoring process?
• How should they be reported back to business service owners who use the FTP server?
• If application availability and performance is important, how should he measure those
KPIs?
• What are the service level agreements (SLAs) that might be breached if FTP server
availability and performance thresholds are not met?
The IT organization is not only responsible for ensuring this server and its resident
applications are available, but also that all associated resources perform according to user
expectations. Mike needs to factor all of this information into his selection of KPIs and
definition of key health indicators.

31
 Define Health Indicators
Mike turns his attention to defining the health indicators that support the selected KPIs. For
example, health indicators for the application availability of a Windows FTP server could
include Windows service metrics that report:
• Number of outbound connections of all types from the service
• Number of transferred bytes per second
• Server response time
Mike must configure the monitoring process, create the monitor policy, and determine how to
report its status.
Fortunately, he has several HP applications that support these tasks. His experience and
overall knowledge of these applications help him select the best fit for the task. For example,
he might choose an HP Operations Manager agent policy, HP SiteScope, or another HP
monitoring tool. Whatever he selects as a health indicator must have a supporting tool that
can report the status of the health indicator.

Other Tasks
There are a variety of tasks that Mike completes to enrich the monitoring and health
maintenance process for the FTP server. He might do one or more of the following:
• Create graphs that summarize the metrics collected for the FTP server, and assign them
to the FTP server CI type to make them appear automatically.
• Create BSM Operations Management tools to restart the FTP server.
• Create multiple operational run books. For example, Mike could create a run book to
delete obsolete files from the FTP server.
• Create content packs that contain the monitoring artifacts.
• Create correlation rules to map certain identified disk problems to certain FTP server
problems.
Mike has an important role. He envisions what metrics are necessary, how they will be
captured, and defines the related processes to gather data and solve problems.

Other Roles
Mike, the monitoring developer, integrates new applications and CIs into the monitoring
process. These are configured by Matthew, the IT Operations system administrator, for use by
the operators, Dave, and his colleagues.
For an insight into these other personas, see:
• The system administrator
See Chapter 5, IT Operations System Administrator Workflow
• The operator
See Chapter 3, Operator Workflow

32 Chapter 4
5 IT Operations System Administrator Workflow

In Chapter 2, Introduction to BSM Operations

Management, we learned about the concept of an
operations bridge. BSM Operations Management is
the operations bridge for a complete BSM monitoring
solution, providing a centralized location for event
and performance management. The operations
bridge provides consolidated operations management
for the BSM environment.
In Chapter 3, Operator Workflow, we learned that
the operations bridge provides a complete view of all
operational events to enable an immediate response
whenever necessary. To run efficiently, someone must
configure and optimize the operations bridge. That is
Matthew’s task as the IT Operations system
administrator.
This is the final role that we want to investigate in
our scenario. Matthew is behind the scenes,
designing an efficient monitoring environment for
the operations staff. In his role, he ensures ongoing
maintenance, manages users and user roles, and
looks for opportunities to fine-tune the monitoring
process. He designs the operational system and puts
the processes in place for others to use on a daily basis. Creating new scripts and automating
as many processes as possible is his specialty.
Matthew must have in-depth knowledge of the operational environment, understand the
dependencies among applications, and configure an environment that is as efficient as
possible.

Installation and Configuration Tasks

Matthew has the global expertise to install and configure BSM Operations Management. In a
simple scenario, there would be one instance of BSM Operations Management. In a complex
scenario, there could be multiple instances of BSM Operations Management in a distributed
Manager of Managers (MoM) environment (see Manager-of-Managers on page 21). In a MoM
deployment, seamless integration across these environments requires Matthew to integrate
HP Operations Orchestration workflows, HP Network Node Manager i (NNMi) incidents, and
Business Process Monitor events.
Matthew also installs the HP BSM Integration Adapter to assist with the integration of
third-party domain managers, such as Microsoft System Center Operations Manager
(MS SCOM).

33
 Matthew has these responsibilities:
• Oversee the BSM Installation
• Tune the Environment
• Tune Infrastructure Settings
• Configure Users and User Roles

Oversee the BSM Installation

Matthew has domain expertise and experience with operations management. He understands
how to install the BSM components, including Operations Management, and configure them
correctly. He designs and supervises the end-to-end installation process of required BSM
components and decides which applications should integrate with BSM. These applications
include other HP enterprise solutions and third party applications, such as MS SCOM.
The complexity comes from integrating multiple infrastructure and enterprise business
applications according to Information Technology Infrastructure Library (ITIL®) principles.
The goal is to set up and configure autonomous applications that work seamlessly with one
another. Each operates independently but communicates effectively with other applications.

Tune the Environment

Matthew configures all the connected servers. Then he sets up rules for forwarding events and
notifications and decides who should receive the event notification. In some cases, the event
response is to use the custom scripts that Matthew identifies, or even produces himself.
Finally, he designs the process that assigns new events to a specific user community. These
are rule-based filters to ensure that BSM Operations Management automatically assigns
each event to the right group or individual.

Tune Infrastructure Settings

These settings represent a large area of required expertise. If Matthew changes a setting, he
has to understand the resulting impact on the operational environment. For example, if he
limits what is written to the audit log, details of certain events will be omitted. Other settings
describe different aspects of the environment (such as the SSL certificate server), how related
events are managed, and duplicate event management.

Configure Users and User Roles

Matthew is responsible for defining user roles and the rights and limitations that accompany
these roles. The user role is a generic way to assign the same rights to users, instead of
configuring each permission separately. If a new operator or monitoring developer joins the
staff, Matthew adds them to the system and assigns one of his pre-defined user roles to
automatically grant the same rights and limitations that everyone else with that user role
has.

34 Chapter 5
 Other Responsibilities
Other responsibilities include:
• Deciding which Event Processing Interface (EPI) scripts to run at pre-defined times
• Defining custom actions

Ongoing Tasks
After initial installation and configuration, the beneficiaries are the operators whose task is to
manage the events they monitor. Matthew delivers an environment to Dave the operator that
simplifies his daily tasks and ensures that he can respond to critical events as quickly and
efficiently as possible.
After initial configuration, maintenance is automatic until a user requires a change. Most
environments must also change over time to meet new demands. Mike the monitoring
developer might send new or updated content packs for Matthew to install. As the enterprise
grows, Matthew must add new users and assign each one the appropriate user role and
permissions.
Matthew also can see from daily operations that he needs to revise some of his original models
for event forwarding and notifications. As new situations present themselves, Matthew
decides whether to use existing scripts or create new response models. Tuning the
environment makes the operation more efficient and monitoring more effective.

Operations Bridge
By gathering all infrastructure operations, including applications, dedicated servers, and
related software and hardware under a single IT umbrella, it is possible to meet enterprise
service level objectives. Matthew’s role is to configure this high-performance environment and
use BSM Operations Management as the operations bridge. All components work in concert to
deliver necessary internal business services to employees, and provide portal services or other
application availability to external customers. Imagine an international banking environment
with arrays of servers, applications, CIs, and more to ensure a 99.999% response. This type of
commitment requires the type of well-designed operational environment that Matthew
provides.

Other Roles
Matthew, the IT Operations system administrator configures and optimizes the operations
bridge, including content developed by Mike, the monitoring developer, for use by the
operators, Dave and his colleagues.
For an insight into these other personas, see:
• The monitoring developer. See Chapter 4, Monitoring Developer Workflow.
• The operator. See Chapter 3, Operator Workflow.

IT Operations System Administrator Workflow 35

 Summary
After reading about the different users who install, configure, and manage the day-to-day
operations of BSM Operations Management, you can see that it takes multiple skill sets to
make everything run at optimum level. You may fill one of the roles described in this Guide.
Regardless of which role you assume, you can make a difference in how well your work group
delivers value to your internal customers.

36 Chapter 5