Bob Popeck of Appriss discusses how the company automated its tier 1 technical support of 650 routers using CA Process Automation. The automation performs diagnostic steps, actions, ticket escalation without human intervention. This allows Appriss to support 650 routers with no tech time spent until escalation is needed. By 2019, Appriss expects to support 2,000 routers with zero tier 1 support costs through continued use and expansion of the CA Process Automation system.

1. World®
’16
Appriss Automates Support of 650 End Point
Routers With CA Process Automation
Bob Popeck - Director of Technical Support Services - Appriss, Inc.
MFX155S
MAINFRAME AND WORKLOAD AUTOMATION

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The content provided in this CA World 2016 presentation is intended for informational purposes only and does not form any type
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Abstract
Last year you heard how Appriss supercharges IT service management efficiency with CA Process
Automation to save lives. Join us to learn how Appriss continues to leverage CA Process
Automation to perform Tier 1 diagnostics steps and actions. We are able to support 650 end-
point routers (growing to 2,000 by 2019) with no human intervention until the automation is
unable to resolve the Incident. Then, through Auto Escalation, we create a ticket or task to the
correct Tier 2 resource to intervene. By reducing workloads for our staff, we are able save time,
meet both operation-level agreements and service-level agreements quickly and accurately.
Bob
Popeck
Appriss, Inc.
Director of Technical
Support Services

4. 4 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Appriss automates Support of 650 End Point
Routers with CA Process Automation
Bob
Popeck
Appriss, Inc.
Director of Technical
Support Services

5. Who am I
• Bob Popeck,
– Silly & Cool Dad, CEO of a Charity, Retired FB Coach, Small business owner
• Director of Technical Support Services (17 years)
– 3 groups of responsibility, Systems, Hardware and CA Dev Ops
• Ownership of the CA Platform
– Administration, support and development of CA Service Desk Manager (CA SDM),
CA Process Automation CA Embedded Entitlements Manager (CA EEM),
Productivity Accelerator DEV Staff: 1 administrator/DEV, 1 BA and 3
developers
• 70% of what we do is automation of Processes
• 30% is development of new features and automations

6. My Development Team at work

7. Our Platform
• CA SDM 14.1.3
• CA Process Automation 4.2.2 moving 4.3
– CA Process Automation is single most important employee at Appriss
– CA Platform is Fully redundant, failover
– Virtualized Windows Platform
– Availability of 99.98% since January 2015
• Operate 3 environments (DEV, QA and Prod) for both CA SDM and CA
Process Automation
• Testing CA Platform and Services in AWS

8. Background
• is a Data Solutions and Analytics provider
– Industries we serve
• Criminal Justice, Healthcare, Public Safety, Commercial
• Employs over 400 employees (Majority in Louisville KY)
• Over 50,000 feeds of data into our Data Center
– 2 Data Centers
– Over 1 million customers
• Adopter of ITIL in 2006
– Incident, Request, Problem and Change Process in place
ITIL is a registered trademark of AXELOS.

9. How works
• The service is Appriss’s most well known Product
– Provides Victim notifications about the offender while incarcerated
– Provides service in all of the states 24x7x365
• VINE stands for Victim Inform and Notification Everyday
• Data feeds from County Jails and Courts System
• Interface checks for data every 2 - 10 minutes
• Monitoring in place to determine up/down status
• 15 - 24 x 7 Data Flow Tier 1 support staff

10. Time is critical in Victim Notifications
• Victims at risk for the first 48 hours that inmate is free
• When data stops, Victims are at risk!
– EOL (Emergency Override Line) Jails can use
• VINE can’t go down!
• Tech perform the following = 15 minutes on average
– Reviews the ticket
– Connects to the device
– Follows documented instructions
– Diagnoses the issue
– Inspects the interface logs
– Speaks with the Jail
– If they are down put’s them on EOL
– Escalates the ticket

11. AWACS versus GCS
USB CONSOLE 10/100
LINK/ACT
0/0 0/1 0/2 0/3 0/4 0/5 0/6 0/7POWER
RESET
CONFIG
SRX100
HA
ALARM STATUS
SRE/ACE
ALARM
SRX650
POWER
FAN
HA
SYS
1.0 1.1
0
10/100/1000
0/0 LINKTX/RX 0/2 LINKTX/RX
0/1 LINKTX/RX 0/3 LINKTX/RX
7
5
3
1
ESD
8
6
4
2
POE
20G
POE
POE
20G
POE
OK/FAIL
SCB
FABRIC
ACTIVE
FABRIC
ONLY
OK/FAIL
SCB
FABRIC
ACTIVE
FABRIC
ONLY
NC C
NO
NC C
NO
MX240
ACO/LT
0 1 2 3PEM
MASTER
ONLINE
OFFLINEJuniper®
NETWORK
S
1
OK FAILOK FAIL
0 2
OK FAIL
FAN
RE0 RE1
OK FAIL
1 0
1
0
2
1 0
MASTER
ONLINE
RE-S-1300
OK/FAIL
HDD ONLINE/
OFFLINE
RESET
USB
ETHERNE
T
CONSOLEAUX
Internet Appriss Agency Security Device
Static IP or DHCP
On Agency Network
IPsec
GRE
MPLS
VPLS
Agency Firewall
Agency Database
Virtual Machine
Environment
Appriss Data Center Agency Data Center
Appriss Router
Appriss Firewall
OK/FAIL
SCB
FABRIC
ACTIVE
FABRIC
ONLY
OK/FAIL
SCB
FABRIC
ACTIVE
FABRIC
ONLY
NC C
NO
NC C
NO
MX240
ACO/LT
0 1 2 3PEM
MASTER
ONLINE
OFFLINEJuniper®
NETWORK
S
1
OK FAILOK FAIL
0 2
OK FAIL
FAN
RE0 RE1
OK FAIL
1 0
1
0
2
1 0
MASTER
ONLINE
RE-S-1300
OK/FAIL
HDD ONLINE/
OFFLINE
RESET
USB
ETHERNE
T
CONSOLEAUX
SRE/ACE
ALARM
SRX650
POWER
FAN
HA
SYS
1.0 1.1
0
10/100/1000
0/0 LINKTX/RX 0/2 LINKTX/RX
0/1 LINKTX/RX 0/3 LINKTX/RX
7
5
3
1
ESD
8
6
4
2
POE
20G
POE
POE
20G
POE
Gateway
Collection
Jail
Management
SystemJail Database
Data Source
Open VPN Tunnel
Appriss
Import DatabaseFirewallFirewall
GCS
AWACS

12. Gateway Collections System versus Appriss Wide Area Collection System (AWACS)
• Runs on single device
– Single point of failure
– Repair averages 4
Bus Days
• Ownership is the jail
– We are responsible
for repair
• Many moving parts
• Takes two to support GW
• Supported remotely
• Config can vary by site
• Serves both Prod & QA
• 1,400 feeds on GCS
– Avg 60 GCS interruptions per day
– 80% the issues are on GW
• Avg tech time = 15 minutes per Incident
• Runs on single VM
– Is redundant and has failover
– Repair a VM in 15 minutes
• We own the operation
• Fewer moving parts
• Takes one to support VM
• Support remotely
• Standard Config (Huge)
• QA environment separate
• 650 feeds are on AWACS
– Avg less than 5 interruptions per
day
– 99% the Agency’s issue
• Avg tech time = ZERO

13. But Bob how can AWACS tech time be ZERO
• We use CA Process Automation for the Tier 1 steps
– Reviews the ticket
– Connects to the device
– Follows documented instructions
– Diagnoses the issue
– Inspects the interface logs
– Speaks with the Jail (Well sort of)
– If the Site is down put’s them on EOL
– Escalates the ticket
• When we need a person, well defined reason
• Tech time gained = reallocation = new staff for no cost

14. Once again the ROI is returned
A year ago I told you CA Process Automation performs over 300,000
operations of business processes per month which result in approximately
9 million key strokes saved per month or 30 people savings
Automating Tier 1 support of 700 AWACS locations = 1,825 hours saved
yearly
The AWACS/ CA Process Automation solution is scalable, so when we
migrate 1,300 more locations, we save 3,650 hours of Tier 1 Tech time
yearly
Appriss forecast - 3,000 AWACS feeds by 2020, 5,000 feeds by 2025, Tier
1 support cost = ZERO

15. What’s next Bob????????
• Problem Management business intelligence is under testing
– Multiple incidents for same category, symptom, CI = create a problem,
problem auto escalates to Problem Mgr. when exceeds threshold
– Manages priority, escalation and management visibility
– Allows for targeting operational cost areas
• Event Management Process Automation is under development
– Using CA Process Automation to perform System Tech Level 1 steps
– Using CA Process Automation to perform to manage Incident flow
– Tie Problem Management business intelligence to Event Management to
create, weight, prioritize the Problem ticket
– Insures we meet SLA and OLA = NO REFUND!!!!!

16. In the words of James Brown……………..
CA Process Automation

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Q & A

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