Case Study: SAIC Provides Full Lifecycle Monitoring Services to the Public Sector

1 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Case Study: SAIC Provides Full Lifecycle
Monitoring Services to the Public Sector
John W. Smith, Jr. and
Shawn Lynch
DevOps: Agile Ops
 SAIC
 DO5X143S

© 2015 CA. All rights reserved. All trademarks referenced herein belong to their respective companies.
The content provided in this CA World 2015 presentation is intended for informational purposes only and does not form any type
of warranty. The information provided by a CA partner and/or CA customer has not been reviewed for accuracy by CA.
For Informational Purposes Only
Terms of this Presentation

Abstract
Sometimes making a federal case for something is a good
thing. Join this public sector managed services provider
(MSP) to learn how they created an integrated service
management enter to supply state and local government
with 24/7 IT services with CA Unified Infrastructure
Management (CA UIM). This session will explain the best
practices required to provide full lifecycle services and
solutions in the U.S. federal government, state, local and
global commercial markets, specializing in providing a
broad range of higher-end, differentiated technical
capabilities.
Shawn Lynch
SAIC
NOC Manager
John W.
Smith, Jr.
SAIC
VP, Director, ITTS

Agenda
INTRODUCTION
ISMC MANAGED SERVICES
QUESTIONS
STRATEGIC ALLIANCES
UNIFIED INFRASTRUCTURE MANAGEMENT
ISMC NETWORK OPERATIONS CENTER (NOC)
1
2
3
4
5
6

SAIC
Science Applications International Corporation (SAIC), provides a full spectrum of IT and technical
engineering life cycle services to the U.S. government, state and local government and
commercial businesses. As our customers face shrinking budgets and more complex operating
environments, SAIC uses industry-recognized and certified processes to help our customers meet
their mission objectives. For over 45 years, we've applied unique, integrated solutions to enable
customers to achieve success in the most cost effective and efficient manner. Fast Facts:
– Over 13,000 employees
– 1500+ contracts
– $4.0 Billion in revenue
Introduction

ISMC
 Integrated Services Management Center
– SAIC’s multi-tenant IT Services Management and Delivery Center
– Multiple Physical Locations
 Oak Ridge, TN (Headquarters)
 Broomfield, CO (Disaster Recovery)
 Somerset, KY
 Morrisville, NC
– Over 2300 employees
– ISO:20000, ISO:27001, ISO:9000 Certified
– ITIL Best Practices
Introduction

ISMC Managed Services
 Operational and Maintenance Support
– Network Administration
– Database Administration
– Systems Administration
 Operations Management
– Data Center Operations
– Backup & Restore Services
 Support for ServiceNow and Remedy
Overview

ISMC Managed Services
 Enterprise Operations Center (EOC)
– Network Operations Center (NOC)
– Security Operations Center (SOC)
– Video Operations Center (VOC)
– Network Information Center (NIC)
 End-User Support
– Service Desk
– Deskside and Desktop Services
Overview

SAIC
 Strategic Alliances
Strategic Alliance relationships represent the highest amount of strategic value to
SAIC from its provider portfolio. They add this significant value by enabling the
development and delivery of robust and repeatable solutions which increases SAIC
value in the market and to its customers.

SAIC
 TODAY…SAIC uses CA United Infrastructure Management (CA UIM), a powerful platform to
deliver SAIC IT Service Management. With CA UIM, SAIC customers can create a holistic view
of critical systems and services by consolidating multiple IT monitoring tools into a unified,
easy-to-manage platform.
 TOGETHER…SAIC and CA Technologies can help customers simplify and solve their most
challenging IT problems, by delivering innovative solutions and services to ensure stability of
IT infrastructure, enable rapid application delivery and making security an enabler of the
mission.
 As a CA Technologies Premier Partner, CA will provide SAIC with all of the enhanced
technology, marketing and sales benefits attributed to a CA Premier level partner. SAIC’s
marketing and sales support will, extend CA’s presence within the U.S. market with a focus on
the public sector.
Objective of the Relationship

CA Unified Infrastructure Management
The Integrated Service Management Center
(ISMC) supplies 24/7 IT services through
CA Unified Infrastructure Management using
repeatable processes to provide full life-cycle
services and solutions to our customers
Shawn Lynch
SAIC
NOC Manager

Unified Infrastructure Management
 Primary tool used by the ISMC NOC for monitoring
 Ease of set up allows for a repeatable service offering
 Multi-tenant solution simplifies deployment
 Custom solutions based on customer need
 Easily adapted to use with custom middleware software
ISMC NOC
Requirements Solution Configuration Verification

Unified Infrastructure Management
Architecture
Customer HUB
Ticketing System
CMDB
Advanced Incident
Management (AIM)
Unified Infrastructure
Management
Suppression
Probes SNMP ICMP

ISMC NOC
 Repeatable Processes
– ITIL
– ISO: 20000
– ISO: 9000
– ISO: 27001
 Bridge IT Gap
– Service Desk
– NOC
– IT Support
Benefits
Customer
NOC
Service
Desk
IT Support
UIM

ISMC NOC
 Single monitoring tool
 Intelligent ticket routing
 Correlation of events
 Single location for dashboards
 Robust reporting (scheduled and ad hoc)
 Custom solutions
UIM—Customer Requests

ISMC NOC
 Single point of monitoring for infrastructure
 Single view of full incident flow
– Alarm information
– Customer ticketing information
– Status of alarm handling
 Improved portal views via USM
– Live view of lnfrastructure
– Historic views and ad hoc reporting
UIM—Meeting Customer Needs

ISMC NOC
 Tiered managed services
 Vendor relations
– Carrier
orders/disconnects/troubleshooting
– RMA support
– Procurement and inventory management
 Device Management
– Configuration support
– Device upgrades
NOC—Meeting Customer Needs

ISMC NOC
 Tools being considered to improve capabilities:
– CA Data Center Infrastructure Management
– CA Application Performance Management
– CA Capacity Management
– CA Network Flow Analysis
Future Tools

Q & A

Recommended Sessions
SESSION # TITLE DATE/TIME
DO5T27T Introduction to CA Virtual Network Assurance 11/19/2015 at 3:45 pm
DO5X213L
Increase Your Speed to Manage with CA Performance
Management Self Certification
11/19/2015 at 4:30 pm
DO5T17S
University of Chicago Achieves High Availability through
a Centralized and Service Centric Approach to IT
Monitoring
11/19/2015 at 4:30 pm
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Must-See Demos
CA Performance
Management
Theater 5
Service
Operations
Insight
Theater 5
CA Unified
Infrastructure
Management
Theater 5
CA Virtual
Network
Assurance
Theater 5
Insert Logo Here

Follow On Conversations At…
Smart Bar
Service Operations
Insight
Theater 5
Tech Talks
Capacity Manager
Theater 5

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

Case Study: SAIC Provides Full Lifecycle Monitoring Services to the Public Sector

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