With the few minutes I have, I want to start by talking about the unique period of time we live in today. In just a few short years, we’ve moved from being a web-economy to an application driven economy.
Today’s APM is different from 10 years ago. Then, the value in APM was merely monitoring applications and using software to reactively fix issues. But today, the value has actually shifted from the applications to the transactions, because now the transaction is no longer confined by the application, as it goes though many, composite applications. And, the monitoring of transactions has become bigger and more complex.
But, we believe we are seeing the tail end of Wave 2. The 3rd generation of APM is right around the corner. And the point of value is shifting. It’s not just about the application or transaction anymore, it will be largely defined by the user… the user of these applications.
Applications now drive our economy. Applications are the very heart and soul of your business. They are how partners and suppliers interact; how employees connect; how consumers share, learn and purchases goods and services; how we separate our business from our competitors. Every business is becoming an applications business. Every industry is becoming an application industry, and this business model shift is only accelerating.
According to research firm AppNataion “The combined value of paid apps, app-enabled purchases of goods and services, and in-app advertising is expected to surge to $151 billion in the U.S. by 2017 (http://www.computerworld.com/s/article/9240794/App_economy_expected_to_double_by_2017_to_151B). The European apps market, according to GigaOM, will grow from Euro 17.5 billion ($23.5 billion) in 2013 to Euro 63 billion ($86 billion) in 2018 (http://www.forbes.com/sites/haydnshaughnessy/2014/02/13/the-86-billion-opportunity-in-apps/)
Popular restaurant in New York been in business for a long time. Noticed number of customers over that time stayed and service seemed super slow. Added more staff and even cut down the menu but made no difference.
Social media - Common complaint – service too slow and took too long to get a table
Hire consulting firm but were told staff needed more enablement and perhaps kitchen was not up to it.
Customer decided to investigate themselves. Pulled out surveillance videos from 10 years ago to compare. What they found was interesting
In 2004 –
Customer walks in, are seated and immediately given menus 3 out of 45 request to be seated elsewhere Customers spend on average 8 minutes before closing the menu and ready to order – waiter shows up immediately Starters within 6 minutes, 2 out of the 45 customers sent their dishes back After they are done, check delivered and they leave within 5 minutes 1 hour 5 minutes
Fast forward to 2014
Customer walks in is seated and given menus. 18 out of 45 ask to be seated elsewhere Before they are even opening the menus they are taking their phones out Some are taking photos whilst others doing something else 7 of the 45 had waiters come straight away – showed them something on the phone- wasted 5 minutes of the waiter – problem connecting to WiFi Finally waiter walks up to customer to ask what they want to order – majority have not even opened the menu and ask thee waiter for a bit more time
Customer opens the menu and places the phone over it to do something else, waiter returns customer asks for more time. Finally they order Time taken 21 minutes from seated Food gets delivered 6 minutes
26 out of 45 customers spend on average 3 minutes taking photos of the food 14 out of 45 take pictures of each other with the food in front of them – 4 minutes 27 out of 45 ask the waiter to take a group photo – 14 ask to retake the photo – waiter consumes another 5 minutes 9 out of 45 request their food to be taken back to get reheated Took 20 minutes to get the check from the time they were done and then another 15 minutes for them to pay and leave Time 1 hour 55 minutes
8 out of the 45 bumped into other customers or waiters whilst texting walking in our out of restaurant
It’s all about the user now and organisations have to adapt to the behavioural change. There are so many factors that influence the success of a business that it is no longer a straight forward process and is becoming more difficult for businesses to keep up. In the case of the restaurant, throwing more staff did not solve the problem. In an IT department adding more servers to a poorly performing application may not be the answer either. That is why predicitve reliability is key.
Each step of the customer’s experience in the restaurant is similar to the transaction’s journey across the multiple composite applications. When you break it down ato a granular level, you can identify exactly where the bottlenecks are then you can remediate the issue, improve the service and further optimise your environment to deliver an exceptional customer experience. That is what is delivered with CA APM.
The moment the network is ready for VoLTE – was instead swamped by video traffic Recent carrier reported 80Gbs as the highest bandwidth uplink utilization but with the increased traffic due to newer phones with higher resolution video the FIFA World Cup in 2014 increased utilization to 480Gbs.
67% of CIOs believe their role is evolving into Chief Innovation Officer Fostering an innovation culture was one of the top 3 priorities among CIOs for 2012 New project budget is growing from 23% to 28% of budget over the next 3 years
SOI-- shown here in the middle -- integrates CA and third-party IT management tools to give you a single, consolidated view of the status of your service and what impacts it or puts it at risk.
The product is designed to help IT executives line of Business Owners and IT Operations staff cooperatively “align IT with the business.”
It integrates managed objects (i.e., configuration items) from each IT tool it connects with to build an end-to-end view of each service you deliver to end-users
Highlighted here is the Service Console (for IT Operations Staff ) with a logical topology of a service
This is a real-time operational model (RTOM) –- and the status of its component objects are based on real-time information from the domain management tools that directly monitor each technology silo
Spectrum Service Assurance calculates how they are impacting a service putting it at risk it, then notifies the Service Desk and IT Operations staff of the service problems and their root cause.
It also integrates with automation tools for automating remediation of problems ( e.g., capacity issues)
There are many more data source connectors as well as tools for integrating other sources of data into the service model and analysis.
This gives IT Operations staff across technology silos a common view of service impact, risk and root cause — to improve IT efficiency
CLICK SLIDE: Highlighted here is the Service Dashboard giving you a high-level view of your business service and their status (quality, availability and risk).
This helps you quickly focus your IT Operations staff on the restoring quality and availability of your most important services
The Service Dashboard gives IT executives, line of business owners and IT Operations staff a common view of services for aligning IT with the business priorities.
SOI’s intelligence and integrations enable you to define and visualize services, understand how a broad range of issue impact services, and achieve fast-time-to-value.
Main Point: SOM provides you with a clear strategy for evolving from technology domain focused operations to business service-oriented operations.
CLICK SLIDE: This is a four–phased approach and each phase provide you with incremental value:
Phase One: Better handling of events across all your technology domains by providing a way to enforce standardized actions on all classes of events and a single escalation path to the service desk. This enforces best practices.
Phase Two: Model your most business-critical services. This will enable you to speed triage of service quality impact, speed mean-time-to-repair and mitigate risks of your most important sources of revenue and other business processes.
Phase Three: After you have your top-tier services modeled and managed better, begin to model your second and third-tier services….this will help reduce triage and repair time for these remaining services, improve the quality and predictability of all your services.
At each phase, you can standardize policies for responding to alerts and use SOM’s Automated Actions to enforce those policies.
MAXIMUM BENEFIT at Phase Four: finally SOM can help your Operations achieve a higher overall level of efficiency -- optimized through tight integration with SLA Management, Change Management and Service Desk systems and teams – and optimized through tight, automated workflow across your data center and cloud resources.
CA World 2014 - Monitoring Complex Networks
Case Study: Winning Strategies for
Monitoring Complex, Growing Networks
Fortunately, our AVP of Information Systems Operations
understood the need to have a consolidated, integrated
set of ITIL oriented Service Management tools, including
an Enterprise Monitoring Solution.
Network Traffic, Voice/Video &
Application Response Management
Enterprise Monitoring Architecture
CA Performance Management
Infrastructure Availability &
CA NetQoS Network Performance Center
• CA Network Flow Analysis
• CA Unified Communications Monitor
• CA Application Delivery Analysis
CA Cross-Enterprise Application
• CA Application Performance
Management (CEM & Introscope)
Service Ticketing &
CA Service Desk
Enterprise Monitoring Event & Reporting
Spectrum and CA Performance Center not only
address how to combine functional capabilities
across IT infrastructure to manage, replicate,
analyze, and alert; it also includes a
presentation console or dashboard that will
enable users to personalize and focus in on
Benefits of IT as a Service
IT Focus – With the quick availability to monitor from end
user to application and all pieces in between the Service
Assurance software suite delivered the ability to model out
all of the various pieces into a “service” and monitor them
as a whole instead of individual pieces. This frees an
organization to leverage and focus their time and resources
in bringing innovations in applications and solutions.
The integration between the Monitoring Tools provide the
ability to monitor proactively and respond quickly plus
offers historical data for review or capacity planning.
Scheduled Reports Favorite Feature
Everything is in one place for CA
through a single user interface this
tool offers access to availability,
performance, capacity, plus data
flow and application performance
Data available in many different
forms. Send immediately a report,
Export to CSV or Generate a URL
Custom dashboards provide
a proactive approach in
viewing interface errors.
Sort by discards in or out
for a quick top offenders list
Management provides the
ability to customize
dashboards which makes
data easy to interpret
Baselines & Trends
real-time and historical
data. CA PC is an
tool that trends the data
and provides event flags
notating when they
Enterprise Solutions – Get people out of the weeds
Dashboards provide details
without having to be an
administrator. This customer
not only identified a server
that is always running hot
but, also found a server in
their group they didn’t even
know they had available to
load balance and off load.
How does Event Management Fit into IT Service
Event Management is a vital part to the IT Service
Management Processes. Event management is focused on
generating and detecting meaningful notifications about the
status of the IT infrastructure and services.