Starting point
In ČSOB, operational monitoring is provided by the HP OVO and IBM Netcool products. At the beginning of 2009, the bank expressed interest in extending the implementation of performance monitoring solutions and capacity planning to include ČSOB's electronic banking systems. This decision was taken because of customers' interest in boosting the stability of the electronic banking services operations and in minimising operating variations and capacity problems. Another important reason was the need to predict the behaviour of the system during planned and unplanned changes (increased number of users, infrastructure changes etc.). The solution was also intended to eliminate risks related to electronic banking system upgrades.
Solution
Project implementation began in September 2009. The solution was implemented on more than 60 servers which cover ČSOB electronic banking for the Czech Republic and Slovakia. The implementation involved a detailed analysis, solution configuration and the creation of pre-defined reports and outputs as well as training of the ČSOB team. Preparation of the capacity management concept and the implementation of best practice in the field were important parts of the project. The whole solution was successfully completed in June 2010, when training of ČSOB employees also took place and all documentation was handed over.
The implemented solution was integrated into the bank's current operational monitoring and comprehensively covers the needs of the whole capacity management cycle from real-time monitoring through performance management analysis, reporting, the notifications and alert system, the modelling and creation of what-if scenarios to support in implementing optimisation measures and changes to the whole electronic banking infrastructure.
The solution implemented by Trask solutions is based on TeamQuest technology. TeamQuest is a leader in the field of capacity management. One of the solution's important tasks is to provide information on the basis of which IT capacity can be precisely planned while ensuring stable operations are maintained.
Thanks to this solution, ČSOB is able to operate its servers in a no-breakdown mode while being able to plan and optimise the running of the servers so that they are not oversized yet have sufficient capacity reserve.
TeamQuest is a modular solution. The first key component is the Analyser & Reporter, which takes care of efficiency monitoring, i.e. monitoring IT infrastructure load (servers, data storage etc.). The Reporter part of the module then takes care of resultant outputs which serve the workers responsible for electronic banking operations. It prepares outputs useful not only to IT specialists, but is also able to provide reports which speak the language of business managers. Pre-defined reports can be created or ad hoc reports can be created according to precise requests - such as in connection with an unplanned incident.
The Analyser allows for a very fast look at the load in any historical sections, provides clear information on relationships and allows you to cut out a multidimensional cube containing the collected performance data in any way and also provides the opportunity to really understand the character of the load and all factors and relationships which affect it. The solution provides simple and clear information on loads from various viewing angles. The load measured can be seen in graphs de-componented for separate applications, users, cost centres, projects etc.
Another component is the Alerter which allows you to integrate the operating metrics, set up threshold values and where they are exceeded to notify the operator who then is able to respond in quick time. Examples might be exceeding the set memory capacity, processor use, network operations, increased load on storage systems etc. On the basis of an alert, notification processes (e.g. by e-mail) or scripts can be begun.
A key part of the solution is the Modeller, which is able to prepare various what-if scenarios. It gives answers to questions such as 'what happens if' we add memory to the server or take two servers away from the server farm, when the number of users multiplies etc. TeamQuest prepares a mathematical model which faithfully represents the behaviour of the systems being followed under current conditions and prepares a model which precisely describes the behaviour of the systems under new conditions given by the particular what-if scenario.
Main benefits
Thanks to the TeamQuest solution for capacity planning, ČSOB now has full control over the operations of its electronic banking systems. It has the security of stable performance, the capability to understand the behaviour of the whole system, the capability to intercept any system anomaly, understand its causes and obtain information on the availability of all system components.
"TeamQuest has helped us not only extend and optimise
operational monitoring, but in particular has also allowed us to plan precise capacities and models of situations when increased electronic banking system loads are expected, such as at Christmas and New Year. This has also significantly contributed to the increased availability and stability of the system as a whole.
We were pleasantly surprised by the smooth running and intuitive user-friendly environment of the TeamQuest solution analytical tools, facilitating the identification of the actual causes of loads and understanding relations across the whole infrastructure.'
Ing. Radek Strnad (electronic banking operations team leader), ČSOB
A huge benefit for ČSOB is the ability to model numerous scenarios. One of the realised scenario models was the pre-Christmas shopping situation, when performance peaks are expected in the use of electronic banking. ČSOB needed to know that its group of servers was able to cover this huge volume of requests from customers. The aim of the modelling was to determine whether the current infrastructure could withstand the load from the expected number of users. The bank also expressed interest in acquiring a value for the maximum number of users for which the current electronic banking infrastructure could still operate safely and stably. If the model outputs were to show that the infrastructure is not of sufficient size for the expected load, the modeller tool would be used to enable a specific infrastructure configuration to be proposed in line with the expected requirements.
The outputs of this modelling and their high accuracy were subsequently successfully confirmed under actual operations.
The solution allows you to model and subsequently implement procedures which bring infrastructure cost savings. Thus there is no need to oversize and it also allows you to plan maintenance in such a way that allows you to plan optimal employee loads, cutting personnel costs. Eliminating breakdowns and optimising planned shutdowns was one of the other major benefits with a direct positive impact on bank business.
The implemented solution provides the bank with the opportunity to find the weak points in their infrastructure, propose relevant procedures, optimise the infrastructure and develop it in an effective way in line with dynamic and ever-changing business requirements. The unique properties of the complete solution give the opportunity to approach capacity management and planning in a totally comprehensive manner and to the highest possible degree. For these reasons, ČSOB is interested in extending this solution to infrastructure beyond the electronic banking infrastructure. Within electronic banking, further development is also planned, particularly in extending outputs for business users and automation.