When Downtime Isn’t an Option: Performance Optimization Analytics in the Era of the Customer

1 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
When Downtime Isn’t an Option: Performance
Optimization Analytics in the Era of the Customer
Jeff Henry
Mainframe
CA Technologies
VP Product Management
MFT04S
Seth Miller
AIG
Director, Mainframe Resource Planning, Automation and Performance Testing

Abstract
In the era of the customer, preventing system downtime and fixing performance
issues before they occur is more critical than ever. Discover how the power of IT
analytics can help you deliver improved customer experience through root cause
analysis and actionable insight to prevent problems before they occur and resolve
them faster if they do. See how you can correlate data from multiple sources for
real-time prediction and increased insights into the behavior of your mainframe
systems and databases. Whether you are currently doing IT analytics manually,
using a variety of tools, an expert or a novice, you won’t want to miss this
informative session and learn about new analytics innovations that can help you
reduce costs, increase operational efficiency and delight your customers.
Jeff Henry
CA Technologies
VP, Product
Management
Seth Miller
AIG
Director, Mainframe
Resource Planning

How do I deliver a flawless experience every
time an application touches the mainframe?
In the application economy it’s all about your customers.
You need to think about your mainframe reframed.
Connect mobile-to-
mainframe applications
Create mainframe
infrastructure flexibility
for the future
Unleash the power of
data on the mainframe

SOURCES: IBM, Gartner, Aberdeen Research, Enterprise Systems Media
Growth Drives New Demands
40 Trillion
mobile transactions
per day by 2025
Exponential Growth of Transactions and Data is Driving
New Demands on the Data Center
71% of corporate data resides
on the Mainframe systems

DEVELOPMENT
Impact on Stakeholders
SECURITY IT OPERATIONS
DELIVER QUALITY APPS FASTER
Leverage detailed analytics to improve
apps quality and performance.
BETTER INSIGHT
Breadth and depth of visibility into app
performance, crashes and
end-user behavior. Anticipate and
respond to resource needs.
ANTICIPATE SECURITY RISKS
Proactive detection of security risks.
Remediate breaches before damage to
enterprise resources and brand occurs.
LINE OF BUSINESS
Need to make timely data-driven decisions regarding opportunities and risks for the business.

The ITOA Universe Framework for CA IT Analytics
Used to classify data center products into analytics capability and value for enterprise
Value
Adapted from Gartner BI Analytics, IBM Breaking Away with business analytics, and others
Difficulty
What
happened?
Descriptive
Analytics Why did it
happen?
What will
happen?
Diagnostic
Analytics
Predictive
Analytics
What do
we do
about it?
Prescriptive
Analytics Make it
Happen
Automation
(Optional)
Commonly held view is that Predictive and beyond
is what is Differentiating or Transformational
Monitoring

What We Hear From Users
31%
36%
40%
43%
48%
Lack of visibility into information and
processes
Difficulty reintegrating analysis
Cost
Complexity of managing so many different
solutions
Complexity of managing such a large
implementation
Source: 2015 CA Sponsored Research: Vanson Bourne Global Big Data User Survey
92%
admit to major
challenges managing
their organization’s
infrastructure to
support current and
future Big Data
initiatives
COMPLEXITY IS 2 OF THE 5 LARGEST CHALLENGES
IN MANAGING BIG DATA ENVIRONMENTS
Complexity - The complex environments and tools take time for people to
develop required expertise. This complexity continues to grow.
Data - Users are inundated with data instead of actionable information.
The amount of data continues to grow exponentially.
Knowledge - Knowledge is held by a few key users and is not easily
accessible across the organization.
Sharing - Sharing information is an arduous process across a number of
different tools.

We’re One AIG
The world’s leading
insurance organization,
with more than 90 million
customers around the
globe.

Actionable Insight for AIG
Easier and more effective
access to historic data allows
us to compare current
performance, and “out of
bounds” conditions
We’ve spent way too long having
to dig into data to find “what
happened” and “what changed”
DATA
Analytics enable us to more
accurately monitor system
component performance by
time-of-day • day-of-week •
seasonal various
THRESHOLDS
THE SYSTEM HAS TO
“TALK TO US”

IT Operational
Analytics impact on
Performance
Management
How do you view the maturity level of IT Operational Analytics (ITOA)?
How do you see the market moving to be more predictive in nature?
How do you drive greater efficiency in Performance Management with
analytics solutions?

What do you
see as the
primary
challenges that
can be solved
with the use of
analytical
insights ?
How do you overcome these challenges today?

What advice would
you offer companies
who are struggling
to meet the
challenges posed by
this ever growing
complexity & volume
of data and events?

Evolution of IT Operational Experience
Historically customers have demanded vendors provide
flexible ‘toolkits’ for experts to customize and use
Increasingly customers want ‘adaptive expert systems’ that learn their
environment and support non-experts in making the right decisions
SHIFTS IN THE DESIRED EXPERIENCE

CA Performance Analytics
Proactively monitor
and triage
mainframe
performance issues
as they begin to
unfold
Decrease helpdesk call volume
Rapid assisted
triage will decrease
MTTR and reduce
downtime
Accelerates
learning for the
more junior
workforce
Avoid problems
before they
impact SLAs
EARLY DETECTION OF SYSTEM PERFORMANCE ISSUES BEFORE THEY DISRUPT END USER EXPERIENCE

Application
Performance
Diagnostics
Embedding usable MAT
diagnostic
measurements in the
triage and problem
resolution process
Dynamic
Thresholds
Calculated thresholds
based on analysis of
historic and near-time
system data
Policy Effectiveness
Ratings
Monitor the
effectiveness of
manually created
policies to drain false
positives from
operational experience
Performance Analytics
Summary
Integrated Enterprise
Monitoring
Experience
Metric, policy and
interaction consistency
between APM, UIM and
MF Performance
experience

Design Thinking at CA – Come Collaborate!
User & Buyer Research - interviews, observations, surveys, focus groups, strategy testing
Market Analysis - competitive, win/loss, intersecting trends
Customer and Internal Ideation - explore unmet needs that CA can address commercially
Design Thinking Workshops - cross-functional teams engage in exercises to connect with
customer need and generate ideas
Idea Testing - ideas tested with buyers, users and sales for commercial appeal
Concept Testing - top ideas turned in to product concepts and retested and refined
Collaborative Development - Agile sprint reviews, design/architectural reviews, prototype testing
Market Testing - ongoing testing of business case with customers, analysts and sales
Usability Testing - structured testing of design quality and end user success
Problem Validation
Solution Validation
Experience Validation

Recommended Sessions
SESSION # TITLE DATE/TIME
MFX09S Taking IT Analytics to the Next Level WED 11/18 at 1:00 pm
MFT15T
New Mainframe IT Analytics: Actionable Insight into
Root Cause Analysis of Performance Issues
WED 11/18 at 3:45 pm
MFT08S
Analyst Expert View: Mainframe in the Application
Economy - Gary Barnett Chief Analyst Ovum
THUR 11/19 at 10:30 am

Follow Conversations At…
WHAT’S NEXT:
Mainframe
IT AnalyticsInteractive
product planning
discussions
Real-time onsite
collaboration
Take the opportunity to influence our product development.
Help ensure that what we deliver is what you need and want.
Share your
requirements
Give feedback on
product designs

© 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

Q & A

For More Information
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http://cainc.to/Nv2VOe
CA World ’15

When Downtime Isn’t an Option: Performance Optimization Analytics in the Era of the Customer

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