Case Study: Ball Corporation Spurs Customer Experience and Staff Productivity with a Proactive Approach to IT Monitoring

Case Study: Ball Corporation Spurs Customer
Experience and Staff Productivity with a
Proactive Approach to IT Monitoring
Craig Darnell
DevOps: Agile Ops
Ball Corporation
Manager of End to End Monitoring
DO5X137S
@craigdarnell00
#CAWorld

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Abstract
In this session, Ball Corporation, a leading consumer packaging
organization, will share how they improved customer
experience and staff productivity by unifying IT monitoring
through a single solution (CA Unified Infrastructure
Management) and creating a central monitoring team. They will
also share some of the advanced capabilities they have adopted
to proactively manage their customers' experiences.
Craig Darnell
Ball Corporation
Manager of End to End
Monitoring

Agenda
BALL CORPORATION: KEY FACT
WHY CHANGE?
WHY CA UNIFIED INFRASTRUCTURE MANAGEMENT?
BENEFITS ACHEVIED
COMPARING CA UIM & CA E-HEALTH
1
2
3
4
5

Ball Corporation
 Headquartered in Broomfield, Colorado
 Employs approximately 14,500 employees
worldwide.
 Provider of metal packaging for beverages,
food and household products, and of
aerospace and other technologies and
services to commercial and governmental
customers.
 Rich history of innovation and success,
combined with a culture of problem solving
and opportunities for growth, make Ball an
exciting place to work.
Key Facts
PEOPLE.
INNOVATION.
SUSTAINABILITY.
BALL.

Why Change? We Have Monitoring!
 Monitoring is almost always siloed; Little to no
context or correlation of alerts and metrics
 Ability to create a single pane of glass view to see
application and alerts from end to end
 Must complement your current monitoring ability to
surface data from many sources to that single pane
of glass
Why do we need more?

Application Complexity Is Driving New Needs
 New monitoring requirements
– Event Analysis
– Bottleneck Analysis
– Capacity Planning
– End to End Performance Metrics
– Application Specific Alerts
Combine infrastructure and application insights into a single solution

Infrastructure Monitoring Approach in The Past
 Siloed & reactive monitoring
 No real ownership of the monitoring tools
 Lack of insights into user experience
 Needed to adopt end to end and a proactive approach
 Monitoring tools included CA eHealth®, CA Spectrum and
Microsoft SCOM
History & Key Challenges

Solution
 Switching from reactive to proactive
– True end to end monitoring within
oneteam provides the ability to get to
problem area very quickly
 CA UIM being used for
– Windows Servers, VMware, Network
– JDEdwards, CRM, SharePoint
– Exchange, Lync, HR systems
– Datacenter power and cooling
– Synthetic transaction monitoring
CA Unified Infrastructure Management (CA UIM)for E2E monitoring

Why CA Unified Infrastructure Management?
 Breadth of the tool much wider than current tool set
 Advanced dashboard capabilities
 Ability to scrape any data sources for metrics
 Wide selection of probes to surface more application data
 Synthetic transactions
 Better E2E experience view (single pane of glass)
 Automated SLA dashboards / reporting (views at different
levels)
 Simplification of views around our services

Gold Application Health Dashboards
Provide comprehensive visibility into critical application and services

Application KPI Dashboards
Drill down to provide insights into all underlying elements

Service Centric Dashboards And Views
Provide to end to end

Geo View Dashboard
Provide regional location views at a glance

Service Centric Dashboards And Views
Eliminate blame games

SLA Management
Comprehensive tracking and status
on IT service quality

SLA Management

Individual Technology and Service Dashboards
One view of all underlying elements

Proactive User Experience Monitoring
Empowers us to identify and resolve issues before our customers do

Comparing CA UIM With CA e-Health
 Similar reports and metrics support in
terms of monitoring
 User centric monitoring and SLA
management
 Out of the box support and dashboards for
various technologies

Summary: Benefits Achieved With CA UIM
IMPROVED USER
EXPEREINCE &
APPLICATION
PERFORMANCE
SWITCHED
FROM REACTIVE
TO PROACTIVE
ENHANCED
VISIBILTY ACROSS
THE ENTERPRISE
Accelerated problem
resolution by
40%
Improved Staff
Productivity
15%
SUPERIOR
USER
EXPERIENCE
Faster new application
Integration/Monitoring
15%

Recommended Sessions
SESSION # TITLE DATE/TIME
DO5X144S
Case Study: University of California Shares Tips and Tricks
for Leveraging CA Unified Infrastructure Management
APIs to Expand Monitoring for Existing and Custom
Technologies
11/18/2015 at 3:45 pm
DO5T16S
Case Study: Blackhawk Networks Ensures Business
Service Reliability Across Hybrid IT Infrastructures
11/19/2013 at 11:30 am
DO5T17S
Case Study: University of Chicago Achieves High
Availability through a Centralized and Service Centric
Approach to IT Monitoring
11/19/2013 at 4:30 pm

Must-See Demos
Demo Name
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Theater 5
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Services Y
Theater 5
Demo Name
Solution Y
Theater 5
Demo Name
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Follow On Conversations At…
Smart Bar
Solution Y
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Tech Talks
Product X
Theater 5

Q & A

For More Information
To learn more, please visit:
http://cainc.to/Nv2VOe
CA World ’15

Case Study: Ball Corporation Spurs Customer Experience and Staff Productivity with a Proactive Approach to IT Monitoring

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Case Study: Ball Corporation Spurs Customer Experience and Staff Productivity with a Proactive Approach to IT Monitoring