Assuring the Delivery of Business Transactions and Services

Assuring the Delivery of Business
Transactions and Services
John Smith
OCT01S #CAWorld
SVP & GM, CA Technologies
Enterprise Management Business Unit
Opscenter

Abstract
The Operations Center is where IT ties everything together, every link in the service delivery chain – applications, systems, networks, mobility, storage, data center –and where IT strives to ensure business services are performing as intended to support all business processes and consistently deliver successful customer interactions.
John Smith
CA Technologies
Senior Vice President and General Manager, Enterprise Management Business Unit

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© 2014 CA. ALL RIGHTS RESERVED.
But…with High Quality, Predictability & ContinuousImprovement
Guiding Principle -SPEED!

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APPLICATION ECONOMYTHIS IS THE AGE OF THE
USERSAND IT’S ALL ABOUT THE
LOYALTY? HOW DO YOU EARN THEIR
FLAWLESSYOU MUST DELIVER A
EVERY TIMEEXPERIENCE

First Rule of the App Economy: Inspire Your Users

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But there are hurdles…
Fragile infrastructure & applications
Frequent failures, unplanned work
Business needs not met, goals missed
Technical debt grows
Developers make trade-offs to keep promises
New features trump reducing technical debt
Company promises to do better
Manageability, scalability and reliability suffer

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$15.9B
mobile revenue retailers lost in 2013 due to payment friction at checkout time
…and failure can mean painful consequences
HEALTH REFORM’S COST: $73 BILLION AND COUNTING
Despite Largest Mobile Holiday Shopping Season in History, Retailers Left $15.9 Billion in Mobile Commerce on the Table
Mobile Engagement Solutions for Customer Service
70%
of customers will share a poor experience on social media and online review sites
$2.14B
cost to build, and then rebuild healthcare.gov after it nearly collapsed
MorryGash/Associated Press

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CONTINUOUS
DELIVERY
Key capabilities that enable a DevOps approach
DevOps Portfolio from CA
Build manageable, reliable,scalable apps faster
Deploy to production with less effort and fewererrors
Assure good business user and customerexperience
AGILE
PARALLEL
DEVELOPMENT
AGILE
OPERATIONS

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WHERE THE RUBBER MEETS THE TRACK
Key capabilities that enable a DevOps approach
AGILE
OPERATIONS

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AGILE
OPERATIONS

Ops … Where Your Customers TOUCH THE CODE
The “most critical” tool to enable DevOps
VansonBourne Study, 2014
APM is # 1
Application Performance Management
Performance Testing
Functional Testing
Enterprise Security
Release Automation
Capacity Management
Application Development Lifecycle
Change/ConfigManagement
Project and Program Management
Service Virtualization
38%
37%
33%
30%
28%
27%
25%
24%
24%
24%
Most Critical DevOps Tools

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Inspire Users With Every App Interaction
CA APPLICATION PERFORMANCE MANAGEMENT
On-Premise
APPLICATION ROOT CAUSE ANALYSIS
Diagnostics/Root-Cause Analysis/Transaction Tracing/Triage
APPLICATION BEHAVIOR ANALYTICS
IT Operation Analytics Multi-Metric Correlation
END-USER EXPERIENCE
App Performance Over the Network and Servers
SaaS
Mobile APM
Mobile Transactions
Synthetic Monitoring
Synthetic Transactions

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Future of APM
LATE 1990s–EARLY 2000s
2007–2015
NEAR FUTURE
TRANSACTIONS
USERS
YESTERDAY
DIAGNOSTICS / MONITORING
Metrics / Dashboards
Root Cause Analysis
Evolutionary Timeline for APM
TOMORROW = PRESCRIPTIVE
BUSINESS INSIGHTS
DevOps Enabled –Seamless & continuous performance integration for high-quality apps
Mobile & Modern Language Support –Power the Engines that Power the App Economy – Node.jssupport powered by StrongLoop
(E.P.I.C) Easy. Proactive. Intelligent. Collaborative.
TODAY
DEEP INSIGHT / MONITORING
Transaction Centric Design
Optimized for Power Users
APPLICATIONS

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EASY
CA APM 9.7 –1stProof-Point in E.P.I.C. APM Strategy
CA APM Roadmap Session: # OCX095 –Tuesday @ 3:00pm
CA APM Demo Area: Mobile APM, APM Command Center, App Synthetic Monitoring
Simplified Agent Management
for 1,000s of Agents
PROACTIVE
Trace TransactionsFrom Mobile toMainframe
Link Mobile Experience to DC Performance
INTELLIGENT
Smart Instrumentation
Patent-pending analytics remove the need for application expertise
COLLABORATIVE
Common Performance Language
For Continuous Improvement across App Lifecycle

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AGILE
OPERATIONS

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Pre -2010
2010-2011
2012-2013
2014-Beyond
Silo-OrientedService-Enabled
Best of Breed
Integrated
Converged
Unified
Unified Infrastructure Management Evolution
Our journey continues
CAUnified Infrastructure Management
Monitoring availability and performance across traditional data center and public cloud environmentsEasyIntelligentDirected User Experience Simplified InterfaceAutomated
Fast deployment
Rapid time to value
Single, unified solution
Future-proofed
…focus on easy

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CA Unified Infrastructure Management Vision
Operational Intelligence Solutions
(e.g. Capacity Management, Service Operations Management, etc.)
Systems
Storage
Network
Database
Packaged
Apps
DCIM
Cloud
APM
Unified Management Portal
(available via mobile)
Industry leading and easiest to use domain solutions
Adaptable and extendable, over 140 probes in CA Unified Infrastructure Management (formerly CA Nimsoft Monitor) today
CA Cloud Service Management
Other CA and Third Party Tools
IM Roadmap Sessions:
# OCX23SA
Part 1 of 2, Today @ 2:00pm
Part 2 of 2, Tuesday @ 2:00pm
IM Demo Area:
•CA Unified Infrastructure Management (UIM)
•App-Driven Network Performance Management
•Carrier-Grade Performance Management
•Infrastructure Availability Management
•CA UIM for Network Management
•CA UIM for MSPs
•CA Capacity Management
•CA DCIM

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Infrastructure Management Innovations
SDN and NFV performance management capabilities for multiple CA products
SDN AND NFV INFRASTRUCTURE MANAGEMENT
Support business demands while containing costs with IT and data center capacity management
CONVERGED CAPACITY MANAGEMENT
‘Carrier-Grade’ Performance Management for Communications Service Providers
CA PERFORMANCE MANAGEMENT FOR CSPs123

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Ops Collaboration = CA UIM and CA APM Integration
UNIFIED VIEW OF INFRASTRUCTURE & APPS THAT COMPRISE A BUSINESS SERVICE
Infrastructure Metrics
Available Today
Application Metrics
Near Future
CA UIM
Dashboard
CA APM
Dashboard

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Business Outcomes
40-60%
boost incustomer satisfaction1
Increased customer acquisition and retention
5:1
tool rationalization2
Improved productivity reduced costs, and complexityhttp://www.techvalidate.com/tvid/4A4-CAC-283Atrion Enhances Managed Services and Profit Margins with CA Unified Infrastructure ManagementANZ Bank continues to make customer service and employee satisfaction a top priority
87%
faster mean-time-to-recover (MTTR)3
Up to
Enhanced IT efficiency and performance

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1
FORTUNE 500 MANAGED HEALTH CARE SERVICE PROVIDER
2
SERVING 2.3 MILLION MEMBERS IN 11 STATES
3
PROVIDING HIGH QUALITY AND COST- EFFECTIVE HEALTH CARETO THOSEWHO NEED IT MOST SINCE 1980
Molina Healthcare, Inc.

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Who We Are
Enterprise Infrastructure Services (EIS)
171 FTEs
100-200 Contractors
Based in Long Beach, CA -local IT support sites nationwide
Data Center Operations team in Albuquerque, NM and Irving, TX
Infrastructure Management
Infrastructure Portfolio Services Management
Disaster Recovery Services
Molina Lines of Business
MIT Applications
PLATFORM AS A SERVICE
Service Design
Service Delivery
Service Operations
INFRASTRUCTURE AS A SERVICE
Service Design
Service Delivery
Service Operations
Our mission is to provide the highest quality technology-based services, in the most cost effective way, achieve an agile organization in support of Molina’s growth and focus on quality and customer satisfaction.

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Challenges
Over 4,000 physical and virtual devices including servers, virtual machines (VMs), routers, network switches, and converged infrastructure systems
5 different monitoring tools,managed and maintained by different teams and specialists
Highly inefficient–disconnected alarms, ticketing systems, diagnostics, and remediation workflows; minimal visibility into root cause and cross-silo dependencies

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IT Transformation Roadmap
SILO CAPABILITIES
Implementation of technology/product based monitoring
−MS SCOM
−What’s Up Gold
−VMware vCOPs
−HP Insight Manager
SILO EVENT
ORIENTED
Phase
Attributes
AUTOMATION CAPABILITIES
Closed-loop automation to optimize and control
Increased business agility
−CA Application Test
−CA Release Automation
DEVOPS
INTEGRATED CAPABILITIES
Aggregation of all enterprise monitoring into a single UI
−CA Service Operations Insight
−CA eHealth
−CA Spectrum
−CA APM
−CA Network Flow Analysis
−CA Application Delivery Analysis
−CA Unified Communications Monitor
ENTERPRISE EVENT MANAGEMENT
ORIENTED
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BUSINESS SERVICE CAPABILITIES
Service dashboard provides customer impact analysis
-CA Service Operations Insight (services view)
BUSINESSSERVICE
ORIENTED
BUSINESS ALIGNMENT
Manage according to business/financial priorities
OLA/SLA reporting
Enhanced customer and stakeholder visibility
-ITSM
-ITFM
-CA Service
Operations Insight
(business view)
BUSINESS
ALIGNED
WE ARE
HERE
WHAT’S
NEXT

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Results
LessTrouble
Tickets
71%
Fewer
Alarms
62%
More Issues
Resolved by
L1 Staff
37%
Faster
MTTR
77%

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For More Information
To learn more about DevOps, please visit:
http://bit.ly/1wbjjqX
Insert appropriate screenshot and textoverlayfrom following“More Info Graphics” slide here; ensure it links to correct page
DevOps

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For Informational Purposes Only
© 2014CA. All rights reserved. All trademarks referenced herein belong to their respective companies.
This presentation provided at CA World 2014 is intended for information purposes only and does not form any type of warranty.Content provided in this presentation has not been reviewed for accuracy and is based on information provided by CA Partners and Customers.
Terms of this Presentation

Assuring the Delivery of Business Transactions and Services

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