Stephen Miles. Transform IT assets to Drive Business Service Innovation. CA Expo Hong Kong. Vice President - Service Assurance Asia Pacific & Japan

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1 Stephen Miles Vice President - Service Assurance Asia Pacific & Japan CA Expo Hong Kong 21 September, 2012 Transform IT assets to Drive Business Service Innovation

2 The age of innovation has arrived CLOUD COMPUTING SOCIAL NETWORK BIG DATA ANALYTICS MOBILE DEVICE INTERNET OF THINGS 88% new commercial enterprise apps will move to the cloud 30 billion pieces of content shared on Facebook every month 2-7 Zetabytes 90% unstructured Mobile web bigger than desktop internet by billion networked devices by 2015 Business Service Innovation = Accelerate + Transform + Secure 1 IDC, Top 10 Predictions, Worldwide CIO Agenda 2012 Top 10 Predictions, David McNally, Meredith Whalen, January IDC # Volume 1.

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4 Challenges making this transformation Mobilization : explosive growth, BYOD Cloud Continuum : choice & efficiency > < Business viability Empowered users : The shift of control and influence Consumer experience : driving fundamental IT changes

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6 ACCELERATE Imperatives and Challenges Application Stall Complex deployment environments Development takes too long/ No scale Cloud choice slowed by inefficient automation Orchestration process challenges Expensive & time-consuming to scale Manual processes/ limited intelligence No end-to-end view of transactions Fragmented technology silos / poor integration TIME & COST PLAN BUILD RUN

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8 The New Normal = Transformation necessity BUSINESS DEMAND FOR INNOVATION Business as usual no longer an option! IT must fill this growing gap! IT CAPACITY FOR INNOVATION MOBILE DEVICE CLOUD COMPUTING SOCIAL NETWORK Inaction threatens traction! Lead the change or be changed! 8 September 25, 2012 Copyright 2012 CA. All rights reserved.

9 IT transformation recommendations Transformation Service Virtualization Automation & Orchestration Service Assurance 9 September 25, 2012 Copyright 2012 CA. All rights reserved.

10 Service Virtualization Increasing the throughput of application development BEFORE Development access to production environment is constrained AFTER Development has unlimited access to virtual service environments Development Development Production Development Production Development Production Development Development Production Service virtualization listens to applications and messages passed between systems Clones underlying systems in a stable, scalable virtual service environment Unlimited development access to clones, which behave and react just like actual production systems 10 September 25, 2012 Copyright 2012 CA. All rights reserved.

11 Service Virtualization Accelerates time to market Reduces infrastructure costs Improves application quality 11 September 25, 2012 Copyright 2012 CA. All rights reserved.

12 Service provisioning without automation and orchestration Request service Select & procure resources Install & configure Secure data Apply management controls Formalize service Bring service into production Document Request 60 Min Approve Request 30 Min Acquisition Approval Procurement Install OS 240 Min Install Application & DB 240 Min Adjust Firewall Settings Apply Access Control Update CMDB, Asset Apply SLA DB, Licenses Context Apply Trigger Monitoring collection Controls of SL data Issue RFC Change Impact Assessment Issue Work Order Feedback Results Confirm delivery Prepare resources 240 Min Configure Settings 240 Min Load Data 240 Min Security Monitoring Apply Threat Protection Apply Backup Schedule Apply Patch Control Track Service Usage Collect Chargeback Data Authorize & Document Changes Test & Execute Change 120 Min Total Cycle Time: Days? Weeks? Months? 12 September 25, 2012 Copyright 2012 CA. All rights reserved.

13 Service provisioning with automation and orchestration Request service Select & procure resources Install & configure Secure data Apply management controls Formalize service Bring service into production Document Request 0 Min Provision resources 0 Min Load image 0 Min Approve Request Issue Work Order 0 Min Feedback Results 0 Min Total Cycle Time: Hours or even minutes Track Service Usage 0 Min Collect Chargeback Data 0 Min = Automation = Orchestration 13 September 25, 2012 Copyright 2012 CA. All rights reserved.

14 CASE STUDY : A LARGE RETAILER % use case weeks to design forecast business growth USE CASE : A very large Retailer (supply chain integrated) with a strategic MSP relationship : 11,000 SAVED hours a year 2 days to implement NEED: to improve speed & reduce costs of Self service provisioning 14 September 25, 2012 Copyright 2012 CA. All rights reserved.

15 Automation and orchestration Accelerate service delivery Optimize resource utilization Establish repeatable best practice methodologies Ensure performance of key business services 15 September 25, 2012 Copyright 2012 CA. All rights reserved.

16 Service Assurance Centered around four users CA Service Operation Insight Service Operations CA Executive Insight Executives CA Application Performance Management Application Performance Engineers CA Infrastructure Management Infrastructure Engineers 16 Copyright 2012 CA. All rights reserved.

17 Service Assurance Modular, integrated, delivers fast time-to-value CA Service Operation Insight SERVICE OPERATIONS MANAGEMENT QUALITY HEALTH RISK CA Executive Insight BUSINESS IMPACT MODEL-BASED ROOT CAUSE Network Management Market Leader IDC, Worldwide Network Management Software and Appliance Forecast and 2010 and 1H11 Vendor Shares, March 2012 CA Application Performance Management TRANSACTIONAL AWARENESS PROACTIVE PERFORMANCE MANAGEMENT REAL-TIME DISCOVERY & MAPPING SERVICE DELIVERY INFRASTRUCTURE CA Infrastructure Management Copyright 2012 CA. All rights reserved.

18 ASSURE - CA Service Assurance Proactive performance management across on-premise and cloud Understand End-User experience; establish SLAs USER Monitor all business transactions through the IT infrastructure; measure response and SLAs NETWORK FRONT END Proactively detect issues; conduct problem triage; diagnose root cause SAP PSFT MIDDLEWARE BACK END Siebel WAN/ WWW Router Firewall Switch Load Balancer Web Server Portal App Server Mainframe Database End User End User Experience: Who is impacted? Application Tier: What is it happening? 3 rd Party Applications Database Web Services 2011 Gartner Magic Quadrant Leader for Application Performance Management (2) Gartner Inc., Magic Quadrant for Application Performance Monitoring, September 2011

19 Service Assurance - converged management Business service modeling End-to-end transaction visibility Converged views of actionable intelligence Consistent QoE and QoS Service reporting for all stakeholders On-Demand Storage USER USER USER QoE QoS Transactions Performance Converged management across applications and underlying infrastructure database app-server Web-Services MSP Data Center On-Demand Applications Identity Provisioning Physical Servers Virtual Servers Capacity Mainframes Storage Network 19 September 25, 2012 Copyright 2012 CA. All rights reserved.

20 For Qantas, improving customer experience Qantas, a world leading long-distance airline is powered by CA Assurance Challenge : Guarantee customer website availability 24/7 Protect revenue streams from 34 Global websites Raise quality of customer experience from increasingly complex infrastructure 20 Copyright 2012 CA. All rights reserved.

21 For Qantas, improving customer experience Qantas, a world leading long-distance airline is powered by CA Assurance Result Challenge : : : Results Accelerated IT Improved website performance Guarantee customer website availability 24/7 Increased critical revenue stream Protect revenue streams from 34 Global websites Raise Improved quality the online of customer experience experience for millions from of increasingly customers Deployed complex new infrastructure online apps 21 Copyright 2012 CA. All rights reserved.

22 NEW : Converged Infrastructure Mgmt. - Next generation performance mgmt. for Service providers & large Enterprise Rapid, proactive triage & remediation Massive scalability Lower cost of ownership Multi-tenant architecture Any infrastructure MSP Data Center Physical & Capacity Virtual Servers database app-server M2M Databases BIG DATA 4G VIDEO Storage On-Demand Storage MOBILE 22

23 TelstraClear : Quality of service strategy TelstraClear, a leading CSP in New Zealand uses CA IM to power Next Gen IP Network and Multi-media Services Challenge : Meet customer service level agreements Differentiate managed service offerings Manage tens of thousands of network elements Centralise network management following company merger 23 Copyright 2012 CA. All rights reserved.

24 TelstraClear : Quality of service strategy Results : TelstraClear, a leading CSP in New Zealand uses CA IM to power Next Gen IP Network and Multi-media Services Challenge : Accelerated IT Meet Improved customer utilisation of service resources level agreements Differentiate Rapid on-boarding managed of new managed service service offerings customers Transformed Manage tens IT of thousands of network elements Centralise Support growing network customer management base at a lower following cost company Enhanced competitive advantage 24 merger Copyright 2012 CA. All rights reserved.

25 Service Assurance The Power of Technology Harness the Complexity Consistently deliver superior customer experience Improve staff productivity Shift operations cost to innovation 25 September 25, 2012 Copyright 2012 CA. All rights reserved.

26 Transforming IT opportunity meets innovation Transformation Service Virtualization Automation & Orchestration Service Assurance 26 September 25, 2012 Copyright 2012 CA. All rights reserved.

27 Summary Accelerate time to value and time to revenue for competitive business advantage Deliver Superior customer experience to meet soaring user expectations Increase productivity and utilize resources more efficiently to Significantly improve IT cost structure

28 Thank You

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