IT Operations Management (ITOM)

3 customers, BSM and a big data dilemma

3 customers, BSM and a big data dilemma


Guest post by Noam Fraenkel, Chief Architect, Big Data Analytics


A few weeks ago I attended an architecture workshop for BSM architects in our Fort Collins, CO R&D site. It was a very memorable workshop for several reasons, not the least of which was weather. Temperatures were as low as of -4 F (-20 C) outside, but we didn’t let the cold bother us one bit.


One of the highlights of the workshop was the half-day we got to spend with major BSM customers. We flew in representatives from three major customers: a financial institution, a national retailer and a major airline. We got to spend some quality time with them (they were able to spend time with each other) hearing about how they operate their business and how the BSM portfolio is embedded in their operations. They had some very existing stories to share only a few days after Thanksgiving and Black Friday.


The role of Big Data


As a result of these discussions we noticed that Big Data is indeed becoming a reality in IT management.  This is not just true for managing Big Data systems, but rather the data IT management systems themselves collect is growing larger and is becoming Big Data itself.


A major contributor to this accumulation of big data is the widespread instrumentation of devices outside of the data center. A true “Internet of Things” is emerging in big enterprises, and these organizations are struggling to keep pace. They each said they face different challenges:

  • “The airline guy” talked about all those kiosks in the airports and computers in the gates that the airline operates. There are thousands of devices spread around the globe like these and each is critical for smooth customer service and business operations.
  • “The guy from the retailer” described how each of their nearly 1000 department stores has hundreds of devices critical for smooth business operations and how they monitor their activity on a regular basis. Devices such as wifi hotspots, mobile sales terminals and cash registers all collect information. Each store has many smart displays and each one is monitored to the level that they can report from the main IT dashboard on what is being presented on each display in the country at any given moment. They even monitor the length of the queue in each of the cash registers in all the stores. He told us how five minutes after opening on Black Friday he already reported to the business that there were ten-people deep queues on all registers…

All this data is critical for the business and gets high profile exposure through real-time dashboards provided by IT. This is the data that Operations Analytics is collecting for pinpointing issues for fast problem resolution and analyzes it in order to predict and prevent issues before they even occur.


This is just a sample of three organizations which will benefit greatly from using Operations Analytics to leverage the vast amount of IT data they collect to propel their business forward. If you would like to know how Operations Analytics can help you, visit our homepage here.


  • operational intelligence
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