ca partner day - qualità servizi – milano

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Partner Day Milano, 29 Maggio Roma, 31 Maggio Service Assurance Basiglio, 29 Maggio 2012

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Sessione di approfondimento sulle soluzioni per monitorare e garantire la qualità delle applicazioni di business.

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Page 1: Ca partner day - qualità servizi – milano

Partner Day Milano, 29 Maggio Roma, 31 Maggio

Service Assurance

Basiglio, 29 Maggio 2012

Page 2: Ca partner day - qualità servizi – milano

Partner Day

new options & added complexity require a new management model

user experience

business service demand

IT “on demand”

data center

public hybrid private

business agility

finance

marketing

customer service

sales

Page 3: Ca partner day - qualità servizi – milano

Partner Day

CA Service Assurance

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Partner Day

Infrastructure Management

AP

PLI

CA

TIO

N A

WA

RE

Discover infrastructure, map & dynamically maintain relationships

Standardize management and triage across physical, virtual, and cloud

Optimize system behavior and predict end-user problems before they occur

Redefine infrastructure management to become application aware

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Partner Day

Application Performance Management B

USI

NES

S C

ENTR

IC M

AN

AG

EMEN

T

Deliver end-to-end transaction visibility across physical, virtual and cloud

Link user experience with business impact to prioritize problem resolution

Accelerate triage and root cause diagnostic

Monitor all transactions & applications 24x7 to meet customer expectations objectives

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Partner Day

Service Operations Management Q

UA

LITY

AN

D P

RED

ICTA

BIL

ITY

Model & monitor services end-to-end based on data from CA & 3rd party tools

Analyze how apps & components from each technology silo impact service delivery

Pinpoint root cause and mitigate risk across traditional and hybrid environments

Improve service quality and predictability while lowering IT support costs

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Partner Day

CA Service Operations Insight designed for the today’s dynamic business and IT environment

Service-aware domain discovery, root cause analysis, performance management, triage and remediation

Service performance and comparison management

Contractual service level management

Role-based real-time dashboards, technical consoles

Service analysis reports

Service dashboard

Operations console unified alerts

Operations console service models

Service reports

Mobile UI

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Partner Day

CA Service Operations Insight aligns operations with the business

Common view of services

Common understanding of service

quality and risk

Automated actions for remediation

Optimized operations

IT Executives

Operations Managers

Operations Support Staff

Service Desk & Change Managers

Service Level Managers

Domain Experts

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Partner Day

Improve service quality by quickly pinpointing sources of service- impacting issues across all technology domains so you can quickly fix them and restore quality

quality

Improve service predictability by pinpointing sources of risk to services across all technology domains – so you can address those issues before they impact quality

predictability

Optimize operations by automating escalations and remediation, thereby reducing triage and mean-time-to-repair of service issues, and improving communication and collaboration

CA Service Operations Insight solution benefits

Lets you prioritize and resolve problems across your IT service supply chain—so you can minimize risks to your business

Page 10: Ca partner day - qualità servizi – milano

Partner Day

CA Executive Insight demonstrate IT’s strategic value

SITU

ATI

ON

AL

AW

AR

ENES

S

High value metrics quickly and easily accessible to executives and key stakeholders

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Partner Day

new business dashboard connect, share, decide with interactive visualizations

Add depth and value to metrics

Simplified personalization let users be in control

Communicate to the business in the language of the business

Freedom to connect, share, decide anytime anywhere

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Partner Day

Industry Leaders Rely on Service Assurance from CA Technologies

Global rankings are based on the 2009 Global Fortune 500 list

* Federal agencies rankings are based on number of civilian employees. Source: U.S.. Office of Personnel Management

U.S. rankings are based on the 2010 Fortune 500 list

9 5

4

of the Top 10 Global Banks

of the Top 10 Global Telecommunications Companies

of the Top 10 Largest U.S. Federal Agencies (Executive Branch)*

of the Top 5 Health Care Wholesalers

of the Top 5 Medical Products & Equipment Companies

of the Top 5 Entertainment Companies

of the Top 5 Computers, Office Equipment Companies

of the Top 5 Information Technology Services Companies

Page 13: Ca partner day - qualità servizi – milano
Page 14: Ca partner day - qualità servizi – milano

Partner Day

Page 15: Ca partner day - qualità servizi – milano

Partner Day

Helps improve problem resolution time by 50% (IDC)

Helps improve efficiency and reduce costs

Intelligent performance analytics

Proactively identify performance degradations and take corrective action before customers are impacted

Auto discovery & root cause analysis

Discover and monitor the availability & health of infrastructure assets and automatically adapt to changes

Advanced traffic analysis determines which applications are affecting infrastructure performance & improves capacity planning

Traffic analysis & predictive capacity planning

Helps reduce help desk calls by 40% (IDC)

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Partner Day

– Common themes • Multi-vendor,

multi-technology

• Cross-domain

• Scalable

• Best-of-breed

• Fast time-to-value

CA Infrastructure Management is designed to

provide VISIBILITY and CONTROL

into the performance and availability

of the service delivery infrastructure

and ALL of the traffic it delivers

– Focus areas • Model- based root cause analysis

• Proactive performance

• Infrastructure fault management

• Network flow analysis

• Capacity planning

• Pre-defined views & reports

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Partner Day

Network Monitoring phases

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Partner Day

Network Fault Management (CA-Spectrum IM)

• Does my devices up and running? • What is my status ports? • Via SNMP

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Partner Day

Understand how the physical and virtual environments are

related

Visually distinguish physical and virtual

systems

AutoDiscovery and visual topology of

physical & virtual infrastructure assets

Model-based event correlation, fault

isolation and root cause analysis

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Partner Day

Network Performance Management (CA-eHealth PM – CA-NetQoS NetVoyant)

• What is my devices performaces? • And my bandwith consumption? • Via SNMP

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Partner Day

Is issue systemic, indicating a recurring vs. one-time incident?

Reduces unnecessary noise

Time Over Threshold

Time Window = 1 hour

Is performance unusual compared to normal behavior?

Upper Threshold

Lower Threshold

Time Window = 1 hour

Time is Unacceptable = 15 min.

Baseline

Time

Promotes proactive IT management

Deviation From Normal

Page 22: Ca partner day - qualità servizi – milano

Partner Day

Network Traffic Analysis (CA-NetQoS ReporterAnalyzer)

• Who are my Top Talkers? • What kind of traffic is using my network? • Via Netflow/IP-FIX

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Partner Day

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Partner Day

Helps avoid unnecessary

WAN costs by right sizing

your network links

Provides trending for future

network requirements by link

and application

Helps solve performance

problems faster with real-

time identification of

business and non-business

applications their users

Page 25: Ca partner day - qualità servizi – milano

Partner Day

Packets Capture (CA-NetQoS Application Delivery Analysis)

• What is my Application performances? • There are customers having performance issues? • Via packets sniffing

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Partner Day

Packets Capture (CA-NetQoS Application Delivery Analysis)

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Partner Day

HTTP GET index.html (Data Request A)

Data Response A1

ACK Response A1

Data Response A2

ACK Response A2

HTTP GET nav.html (Data Request B)

Data Response B1

ACK Response B1

Data Response B2

ACK Response B2

No

Response

No

Response Data Response B1

Data Response B1

Server Response Time

Network Roundtrip Time

Retransmission Delay

Data Transfer Time

Total Transaction Time

SuperAgent Collector

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Partner Day

Reconstruct data packets (CA-NetQoS GigaStor)

• What is traffic behaviors? • Can I replay customer transactions? • Via packets sniffing

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Partner Day

1. User reports problem

2. IT watches and waits for problem to happen again

3. Start packet capture

4. Analyze problem

5. Resolve issue

Before GigaStor

Old Approach to Network Issues

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Partner Day

1. User reports problem

2. IT watches and waits for problem to happen again

3. Start packet capture

4. Analyze problem

5. Resolve issue

Before GigaStor After GigaStor

New Approach to Network Issues

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Partner Day

Reconstruct data packets (CA-NetQoS GigaStor)

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Partner Day

VoIP Management (CA_NetQoS Unified Communication Manager)

• What is my VoIP Call performances? • There are customers having performance

issues? • Via packets sniffing and CDR acquisition

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Partner Day

VoIP Management (CA_NetQoS Unified Communication Manager)

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Partner Day

• E2E visibility

• Business Applications quality control

• Information correlation

• Efficiency

• Proactivity

• Rapid Root Cause Analysis

• Rapid resolution (MTTR

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Partner Day

Launch to domain managers for detailed troubleshooting and remediation

Prioritize based on service impact Identify impact to service

health

Page 36: Ca partner day - qualità servizi – milano
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Partner Day

Page 38: Ca partner day - qualità servizi – milano

Partner Day Copyright © 2011 CA. All rights reserved.

Page 39: Ca partner day - qualità servizi – milano

Partner Day Copyright © 2012 CA. All rights reserved.

End-users

Applications

Infrastructure &

Networks

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Partner Day

CA APM

Enterprise Manager

Management Console

Cloud Monitor

End User Experience

Application Triage &

Diagnosis

CA Catalyst

CA Service Operations Insight

CA Infrastructure Management

CA Executive Insight

Third-party

CA ITKO (Pre-production testing)

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Partner Day

Bu

sin

ess

-Ce

ntr

ic M

anag

eme

nt

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Partner Day

What went where, when, and what happened?

Business Transaction Management

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Partner Day

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Partner Day

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Partner Day Copyright © 2012 CA. All rights reserved.

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Partner Day

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Partner Day

What went where, when, and what happened?

SYSVIEW

CICS

TP Monitors

Datacom

IDMS

MQ

CICS

Transaction

Gateway

IMS

IPIC

ECI/COMAREA

DB2

MQ Calls

CICS Web Services

Cross-Enterprise Coverage

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Partner Day

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Partner Day

What went where, when, and what happened?

Cloud Monitoring

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Partner Day

Customers

Users

Browsers

Devices

3rd Party

Cloud

Services

3rd Party

Cloud

Services

Firewall

Firewall

Hybrid Data Center

Hybrid Data Center

Switch

Load

Balancer

Web Server

Portal

App Server

Packaged

App

Virtual

Server

Database

Web

Services

Mainframe

Physical/Virtual Environment

Physical/Virtual Environment

Understand

end-user

experience

anytime,

anywhere

Monitor

multiple

sources to

identify

problems

Prove

vendors are

meeting

SLAs

Test app

response

time outside

of firewall to

know EUE

Monitor synthetic

transactions traversing

the hybrid infrastructure

to accelerate root

cause diagnosis

Page 51: Ca partner day - qualità servizi – milano

Partner Day

Page 52: Ca partner day - qualità servizi – milano

Partner Day

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Partner Day

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Partner Day

Page 55: Ca partner day - qualità servizi – milano

Thank you!