next generation service assurance

Transcription

1 CA TECHNOLOGIES SOLUTIONS FOR CSPS next generation service assurance Proposal for Communications Service Providers (CSPs)

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3 executive summary The Service Assurance portfolio of solutions from CA Technologies can help deliver the following: Improved customer experience with integrated tools to proactively predict, correlate, isolate, and resolve events and understanding service impacts to customers Reduce service outages risk through minimizing service disruptions and customer impacts, and by metering real-time against service level contracts Reduced deployment cost through an integrated and rapidly deployed Service Assurance solution Simplified OSS environment through consolidation of vendors and systems Packaged operational dashboards showing quality, health and risk metrics of actual customer experience and service performance 3

4 Service Assurance from CA Technologies supports the next generation CSP network 4 4

5 CA Service Assurance portfolio overview Cellular coverage, call drop outs, authentication failures, a quadrupling of mobile data traffic, quarter over quarter, lack of visibility into the radio access network capacity hindered by millions of smart devices, and a mad rush to the latest smart phone or smart tablet be it Apple, Android or RIM. These are the realities for Communications Service Providers (CSPs) and network operators worldwide as they seek to differentiate their value proposition in extreme competitive conditions. Motivated by a vision and solution for service assurance to address the challenges of monitoring and managing vendor agnostic IP packet core, optical backhaul and mobile broadband, CA Technologies is a leading solutions provider for CSPs worldwide. In order to achieve competitive advantage, CSPs must now deliver new service offerings faster and more reliably in order to compete in a de-regulated environment with other CSPs, as well as new entrants, from the communications, media and entertainment market space. Strategically, CSPs must now automate the technology service supply chain capable of delivering exceptional customer experience and service quality while meeting the needs of four key constituents executives, service operations, infrastructure management and application performance management. CSP service delivery challenges Manual triage of service outages Too many silo tools required to provide consistent customer experience Costly software Integration Reduce cost and offer the best value Agile, dynamic and adaptive supply chain to drive revenue Proactively respond to customer-impacting events Extend marketplace products and services through the cloud Service Assurance solutions from CA Technologies enables Reduced customer churn via stabilization of services Control over cost and complexity Exceptional customer experience Reliable services, while continuing to integrate and streamline operations An end-to-end view of operations, services and customer interactions Insight into capacity utilization and more effective planning End-to-end infrastructure including non-ip, non-snmp device monitoring CA Technologies solutions As your business transforms and extends from a simple data transport business to providing and managing applications, CA Technologies provides critical application performance, infrastructure management, service operations and executive insight to enable you to end-to-end visibility and simplified control. 5

6 Key constituents for CA Service Assurance solutions CSP strategies and tactics Improve availability and performance of bundled services Manage service roll-outs where reliable applications and infrastructure are required to support 10s of 1000s of transactions per minute Provide high performance self-service capabilities, increase satisfaction levels and reduce customer support costs Speed time to resolution for unanticipated problems Improve billing accuracy and revenue assurance while enhancing customer confidence CA Technologies delivers Leading solutions for network, systems, voice, video and application monitoring Broad, out-of-the-box integrations for end-to-end visibility of customer experience Field-proven experience with support of 300+ CSPs in more than 45 countries worldwide Executives (Business and NetworkOps Management) Service Operations (Service Delivery Management.) Applications (Product Managers, Lines of Business) Infrastructure (NetworkOps, Network Engineer.) confidently expand CSP product and service offerings 6

7 CSP strategies and tactics 7 7

8 assure new services with CA Technologies solutions To grow revenue, CSPs must not only retain customers, they also must raise average revenue per user (ARPU) by rapidly launching innovative, Value Added Services (VAS) based on 4G LTE technology and cloud-based services. Assessment Services Traffic Visibility Application Performance Performance Management Unified Communications WAN Optimization CA Technologies for Ensuring Your Services Discovery and inventory of application, network and data center infrastructure and associated business services delivered; may also include troubleshooting performance problems Insight into the application traffic flowing on network links who are the users, what applications are they using, their flows across the infrastructure and governing Quality of Service Reporting on actual performance of mission critical applications (SAP, web portals, , etc.) delivered to end users, including baselines and SLA compliance Performance of individual devices (servers, routers, switches, etc.) as well as capturing synthetic testing of point to (multi)point network latency, loss and jitter across the entire environment Monitoring the quality of voice and video service delivery across a converged network environment Monitoring of application response time and delivery across the network before and after environments are optimized CA Technologies helps to: Assure your services and respond quickly to changing requirements Expand revenue opportunities from value-added service capabilities Build brand reputation with consistent availability and performance ensure customer satisfaction 8

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10 exceptional customer experience to lower churn Whether business-critical applications that support your services or customers are internal or external, inside the firewall or in the cloud, hosted on your IMS or SDP, CA Application Performance Management (CA APM) helps you deliver the online service performance that your end-users expect. CA Technologies comprehensive APM solution can provide CSPs with the ability to gain service-centric insight into application performance and the underlying infrastructure that supports the applications and their associated transactions with no visibility gaps. It detects and diagnoses transactional issues and helps assign the issue to the right stake holder. This allows you to rapidly resolve issues across complex application environments before they affect performance or impact the services you provide to consumers and enterprise customers, effectively lowering churn. With comprehensive, highly scalable data collection, analytics troubleshooting and reporting capabilities, CA APM provides insight into a wide array of application delivery details. It can provide CSPs with the complete view into application performance, application delivery and end user experience required to optimize service delivery for rich media and IPTV service, self-service portal experience and customer satisfaction. CA APM is also designed to gather actionable information on every customer transaction, enabling line of business owners, product managers and the OSS team to analyze the impact of incidents, prioritize remediation efforts and ensure that the application meets both customer expectations and business needs. NETWORK FRONT END... Isn t so easy BACK END SAP SAP PSFT Siebel Metro 3G/4G DSL/FTTx CTG App Server IP Core Router Firewall Firewall Load Balancer Web Servers??? Portal Web Services 0??? Network Mgt. Services 0 Databases CSP application performance management requirements: Billing, CRM, OSS, Service Desk, etc. 10 SAN

11 dashboard displays customer experience data Application management can be complex, especially because transactions can traverse an array of technology platforms distributed systems, mainframes and hosting providers. When you need critical information to make the right decisions, those details should be displayed simply and in a way that is meaningful. visibility into how the network delivers applications CA Technologies helps to: Improve cloud application availability to your customers as well as internal BSS end users Proactively manage application performance issues Decrease operational costs by decreasing MTTR Ensure high availability and application performance ensuring end user experience CA APM enables the following capabilities and services: Application performance Monitoring, deep diagnostics and reporting on actual performance of applications from your IMS, SDP and other cloud platforms End-user experience Monitoring of all media services and customer transactions to help ensure optimal customer experience while knowing what users and business services are being impacted when issues occur Need for or impact of WAN optimization Monitoring of application response time for customer-facing applications for both pre- and post-optimized environments to link application delivery to the underlying infrastructure 11

12 ensure service delivery over your infrastructure To remain competitive in the marketplace, CSPs must proactively minimize network and systems outages and performance degradations, or they risk losing customers who have many choices today for their voice and data services. For CSPs to meet Quality of Experience (QoE) objectives and avoid the cost and risk of service delivery failure, CSPs must have an integrated, highly scalable Infrastructure Management solution that provides availability, fault isolation and root cause analysis; proactive performance analytics and management; and network flow analysis to monitor their very large and diverse networks, physical and virtual systems, unified communications subsystems, non-ip and non-snmpenabled environments, and vendor-specific element management systems. By understanding the relationships between availability, performance and network flows, Infrastructure Management solutions from CA Technologies deliver insight into the packet core, optical transport and radio access networks that must deliver optimal voice and data services that customers expect. Infrastructure Management from CA Technologies allows CSPs to: Detect and automatically correlate hundreds of seemingly unrelated events to isolate the originating fault, suppress symptomatic alarms, provide probable cause and actions to take, and reduce automate root cause and quickly determine impact analysis Potential results with CA Technologies solutions* As much as 30% improvement to operations staff productivity through unified Infrastructure Management tools As much as 30% improvement to network and systems level 1/2/3 support productivity through quicker root cause analysis and use of automation As much as 40% reduction in frequency and duration of triage calls through greater visibility into failed infrastructure components Maximize performance by proactively detecting degradations in real time before users and QoE is impacted, enabling CSPs to transform their operations from reactive to proactive Monitor how your customers, employees and partners consume network resources and how well you are delivering network services to your customers with insight into who s on the network, what they re doing and how the network is prioritizing their traffic Display all the infrastructure performance data in a central user interface for rapid triage and remediation by your network operations, transmission and administration teams *This information is based upon CA Technologies experiences with the referenced software products in a variety of development and/or customer environments and/or estimations derived from the analysis of benchmark data which is a composite of data derived from industry analyst published information, interviews with subject matter experts and experiential data from prior projective analyses. Past performance of the software products is not indicative of the future performance of such software products in identical, similar or different environments. Calculations are estimates only. Your actual savings and/or costs may vary. 12 integration across CA Technologies and many other vendor solutions

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14 understanding health, quality and risk of service delivery Many CSPs need to optimize operational efficiency and accelerate evolution from technology-focused operations management to business-focused operations management. Service Operations Management from CA Technologies is the solution to integrate and analyze information from CA Technologies and third-party management tools to pinpoint, prioritize and resolve service problems across your supply chain in context to the service you are providing versus the individual radio access, optical transport or packet core network components. With this end-to-end visibility, CSPs can manage individual services voice or data, sub-region or major region, unlimited service customers vs. segmented service customers to help minimize risks to your business and ensure customer satisfaction. CA Service Operations Insight gives you an extensive, unified understanding of how your applications, networks and systems deliver customer and employee-facing services and a way to automate escalation and remediation of service issues. It s the single pane of glass that incorporates all of the Service Assurance solutions that CA Technologies offers and also integrates third-party solutions, either out-of-the-box or by using the Software Development Kit that is included. CA Technologies is also committed to CSP best practices. CA Technologies conforms to the TM Forum Frameworx (formerly known as NGOSS) suite of standards and was a participant in Phase III of the TM Forum s Secure, Federated Service Management Catalyst project. SLAs represent the foundation of this Catalyst, both in terms of defining services offered by partners and defining the standards by which their delivery is to be measured and enforced. CA Service Operations Insight provides an integrated view of the key performance, availability and service model metrics underpinning the provisioned SLA. Service delivery health, quality and risk can be viewed in an intuitive interface and managed with real-time alerts to interested parties or third-party products. Service Operations Management from CA Technologies gives application and network operations, service delivery and product managers a common understanding of business service status and sources of service impact and risk. This enables operations to align itself and prioritize minute-by-minute manual and automated actions according to the severity of service problems and the importance of the services. understanding business impact Managing technologies in silos prevents you from having an end-to-end and top-to-bottom view of what supports each service so it can be managed proactively and effectively. confidently expand CSP product and service offerings 14

15 CMDB BSS Service Desk Service Operations Management Desk Service Contract Management. CMDB Performance Management.%/0,' 1$$2++' 32-4,)5'.290,*':';,<0&2'=2)>0$2'!"#$%&' ()%*+",)-' 6%$52-'7,)2' 86'7,)2' Executive/PM Insight Infrastructure Management Application/DB Performance 15

16 CA Executive Insight enables a business view for CSP executives on the go Today s CSP executives and organizational leaders are tasked with making smart, well-reasoned decisions that influence the strategic direction of the business. In these roles, it is imperative that they have access to timely, relevant information that accurately measures the pulse of the business and customer experience. In short, what s needed is situational awareness the ability to quickly understand what forces are affecting business performance and use this information to take swift, decisive action. CA Executive Insight for Service Assurance is the CA Service Assurance solution for this. It is an interactive mobile business dashboard that is role-optimized for CxOs and Line of Business Executives that are responsible for the products and services that CSPs deliver. Many other users throughout an organization will benefit having access to real-time operational metrics transformed to business relevant KPIs presented in context of improving the overall efficiency and performance of business. Taking advantage of mega trends happening in the market, CA Technologies presents this experience around 4 key value elements: Mobility Social Collaboration Agility/Self Service Business Optimized Service and Network Operations CA Executive Insight leverages data from CA Application Performance Management to transform any metric from CA APM, including any metrics integrated through Powerpacks, EPAgent, or calculated with java scripting, into Business Indicators. CA Executive Insight can also pull in data from CA EcoMeter (energy metrics), CA Service Operations Insight (SLA metrics) and a Universal CSV adaptor to provide ways for customers to integrate their own data into the system. The Executive Dashboard provides real-time situational awareness Presents service delivery metrics in context of business impact and outcome A consistent perspective and experience across functional silos Ideal for senior executives, product managers, service delivery managers, etc. Mobile devices deliver dashboard data for executive on the go Interactive mobile dashboard Real-time information anytime anywhere Interactive graphs and charts leverage mobile devices capabilities A consistent user-experience across platforms HTML5 consistency across ios, Android and Blackberry 16

17 Mobility to connect, share Add depth and Simplified personalization 1 and decide 2 value to metrics to let users be in control 3 High value metrics quickly and easily accessible to executives and key stakeholders Freedom to connect, explore, share and decide anytime anywhere Keep on the pulse of potential risks and opportunities that impact business results Self service and collaboration helps operations learn what s important to the business Take advantage of mobility real time, anytime Help operations reach out to the business more effectively 17

18 summary of benefits and qualifications of CA Technologies One of the truly revolutionary impacts for CSPs was the convergence of previously distinct services and products (voice, data, streaming video) on single devices. Convergent solutions provide value to the business and the customer through bundling of common products and services, thereby enhancing marketing opportunities while delivering ease of administration to the consumer through a more finite group of suppliers for products and services, reducing bill pay complexity and issue resolution. CSPs are continuing this revolutionary change from a traditional telecom company to creating and executing on a 21st century business model of cloud products and services to extend their existing portfolio and define a path for accelerated revenue growth. However, this single point of contact for convergent products and services requires improved emphasis on customer service, as the consumer makes a larger financial investment in a single service provider. Therefore, CSP companies are placing increasing emphasis on application and network performance management solutions to identify anomalies in performance, thereby anticipating problems before they arise to ensure not only availability, but an improved customer experience. For those circumstances where incidents can t be detected and resolved in advance, it is imperative to have integrated solutions across the enterprise to accelerate the MTTR. Gartner and Ovum recognize CA Technologies 1 as a leader in the Service Assurance space and the role we play in application performance management and network management. CSPs select CA Technologies to address the ever-changing business landscape and the business drivers that are at the heart of CSPs future (revenue growth through cloud offerings and cost efficiencies through consolidation and optimization of technology solutions). At the core of the integration is a Unified Service Model that creates a normalized, real-time shared database between the foundational application performance and network management domains and the higher level Service Operations Management operational console and the Executive Insight business dashboards. The value this brings to CSPs is an integrated set of technologies that also acknowledge the heterogeneous support environments that most clients have today, between their trouble ticketing, service assurance and other support technologies. CA Technologies is positioned to align with CSPs now and with you on your game-changing strategy to delivery mobile voice and data solutions in the years to come. 1 Gartner Leader, Magic Quadrant for Application Performance Monitoring, August 16, 2012; Ovum-Leader, Solution Guide: Application Performance Management, May 1, 2012 Improved out-of-the-box product integration fewer interfaces to manage Improved out-of-the-box functionality and capability quicker root-cause analysis CA Technologies helps to: Increase ROI by reducing OSS costs for installing, integrating, operating and maintaining a single-vendor solution Meet technology and business growth requirements Ease migration to new releases 18

19 Open interfaces, open standards: ease of third-party integration and customization Preserves the customer s investment in existing tools by easily integrating with them Improved OSS staff productivity and lower maintenance costs Lower development costs for required integrations, lower implementation costs Improved reporting: more efficient workflow, improved management visibility Lower OSS management and administrative costs Higher management, administrative and level 1/2/3 support productivity Higher end-user productivity and improved service levels Lower service delivery: consolidation of multiple vendors and products Simplified support structure with a single software vendor Improved OSS business management Key technology differentiators Agile solutions to meet technology and business growth requirements Robust out-of-the-box functionality with more standard features and capabilities In-house developers not required to customize Partnerships with Global Systems Integrators for extended business process engineering Ease of migration to new releases 19

20 project implementation plan CA Services are designed to help you achieve rapid results and maximum business value from your investment in CA Technologies solutions. Through our proven nine-stage deployment methodology, we leverage best practices and process reuse in implementing our solutions to help you achieve: Lower risk: best practices leveraged from thousands of successful deployments Faster results: projects implemented incrementally so you can see results quickly Improved outcomes: up-front planning and methodology to help you get the business impact you are expecting Satisfied users: on-boarding, education and support so users will make maximum use of the implementation Three operational divisions Corporate IT Rollout of CA GigaStor End result: ability to monitor, detect, and historically investigate network security incidents Managed Services Rollout of CA Network Flow Analysis End result: ability of the Managed Services team to sell network application analysis/reporting to external customers Network Services Service Assurance product rollout (multiple products) End result: Ability of operational staff to view alarms and performance data related to network, systems and applications as well as management staff to view infrastructure status via a dashboard The CA Technologies Service Assurance project for CSP Network Services is a rollout of multiple service assurance products. The following is a synopsis of the recommended deployment phases: Phase 1: Architectural Design Project kickoff Requirements gathering and architecture Phase 2: Pilot Rollout Test environment implementation Production implementation of CA Application Performance Management, CA Network Flow Analysis and CA Performance Center Pilot production: CA Infrastructure Management, CA ehealth and CA Systems Performance for Infrastructure Managers Key Integrations: CA Service Desk Manager and Oracle data warehouse Phase 3: Regional Rollout Regional production implementations: CA Spectrum, CA ehealth and CA Systems Performance for Infrastructure Managers Additional integrations CA Service Operations Insight service definitions Phase 4: Executive Dashboard CA Service Operations Insight test and pilot environment Rollout of executive dashboard for five services 20

21 CA Services is part of the Customer Value Network (CVN) which brings together CA Technologies services, education, support, communities and partners to deliver programs, communications, events and offerings to enable your success. Management and operations have access to dashboards that present the right information at the right time

22 CA Technologies support offerings CA Support offers proven methodologies and established diagnostic processes from experienced, highly trained professionals. Technical expertise of more than 1,400 professionals Focused on improving customer satisfaction Multi-platform support for your complex service delivery environment Leading-edge support technology and methodologies Self-Service Support Technical Support Personalized & Proactive Support On-site Support & Consulting Assistance Dedicated Engineer 24x7 access to CA Technologies Support Online for case management 24x7 phone support for severity 1 cases Designated engineer, direct phone number, upgrade planning On-site joint planning sessions and short term on-site support Knowledge documents Direct phone support during regular business hours Go-live with CA Technologies upgrade support, maintenance health checks Just-in-time consulting assistance Product information and documentation Troubleshooting Priority response level objectivesresonse within 30 minutes for severity 1 cases Stored customer image Product release and version updates Product fixes and alerts CA Support CA Support Plus CA Support Premier Gold 22

23 Increase productivity and lower project risk with expert support assistance from CA Technologies Be innovative in support of your business through new software version and release deployments and best practices Increase your productivity through CA Technologies support maintenance tiers and offerings, online self-service support portal and value programs Minimize your risk with access to experienced technical resources and value-add support offerings CA Support Technical and Self-Service Support 24x7 access to CA Support Online 24x7 phone support for Severity 1 cases Direct phone support during regular business hours Product release and version updates CA Support Plus Personalied and proactive support Designated named remote engineer Priority response level objectives Upgrade planning Maintenance health checks Proactive support recommendations CA Support Premier Gold All the benefits of CA Support Plus as well as the following Dedicated engineer Onsite support Consulting assistance Stored customer image 23

24 PRODUCT OR SERVICE headline here About CA Technologies CA Technologies (NASDAQ: CA) provides IT management solutions that help customers manage and secure complex IT environments to support agile business services. Organizations leverage CA Technologies software and SaaS solutions to accelerate innovation, transform infrastructure and secure data and identities, from the data center to the cloud. Learn more about CA Technologies at Copyright CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. This document is for your informational purposes only. CA assumes no responsibility for the accuracy or completeness of the information. To the extent permitted by applicable law, CA provides this document as is without warranty of any kind, including, without limitation, any implied warranties of merchantability, fitness for a particular purpose, or noninfringement. In no event will CA be liable for any loss or damage, direct or indirect, from the use of this document, including, without limitation, lost profits, business interruption, goodwill or lost data, even if CA is expressly advised in advance of the possibility of such damages. CS2912_1212