are you helping your customers achieve their expectations for IT based service quality and availability?

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1 PARTNER BRIEF Service Operations Management from CA Technologies are you helping your customers achieve their expectations for IT based service quality and availability? FOR PARTNER USE ONLY DO NOT DISTRIBUTE

2 Service Operation Management from CA Technologies provides your customers an end to end real time view of services, their risks and what impacts them whether they are operations managers seeking to maximize application uptime and performance or services executives tasked with protecting and enhancing revenue streams. Executive summary Challenge Your business is about both creating differentiation for yourself, and delivering business agility to your customers. Cutting through the clutter to offer solutions and services which bring unique value to the market is how you set yourself apart from the pack. Delivering agility to customers means delivering comprehensive IT solutions consisting of the tools and services for them to achieve their goals even as their business and their business environment dynamically changes. Opportunity End users struggle daily with a patchwork of purpose built and purpose bought IT management tools which provide tactical and siloed views of disparate aspects of infrastructure and applications. Add the layers of abstraction that accommodate the highly dynamic, virtualized environments and the IT management task becomes even harder. Nonetheless, the current and legacy models of managing IT have become dependent on these tools which provide discreet snapshots of individual aspects of the environment, but do not provide what is really needed: a consolidated view of infrastructure silos and applications, optimized for root cause analysis and problem prevention. Lack of this consolidated view results in organizations taking a siloed, reactive approach which results in service degradations, outages and longer problem resolution times. As enterprises transition from traditional IT models to Infrastructure as a Service (whether public cloud, private cloud or hybrid) and Software as a Service models, they ll find that the legacy IT management approach of siloed tools is unsustainable. Old management approaches are not suited for meeting new expectations for the elasticity of the infrastructure capacity, always on availability Partner Use Only Do Not Distribute 2

3 and degradation free performance. These new expectations require a shift to a proactive, serviceoriented management approach. As your customers modernize infrastructure and transition to on demand models, they will rely on partners who can take best of breed toolsets, combine them with professional services to reengineer management process, and deliver complete end to end solutions that enable proactive management, either in an on premises model or in a managed service model. Service Operation Management from CA Technologies provides partners the tool set and functionality to help your customers gain an end to end unified view of infrastructure linked to applications and entire business processes to help the enterprise meet these challenges. Benefits By leveraging tools and support offered by the CA Technologies Service Operation Management team, business partners will reduce sales cycles and uncover new consulting and services opportunities driven by the automation and visibility CA Technologies delivers to customers. In addition, partners gain a strategic seat at their customers decision making table by providing solutions to assure that the infrastructure the business relies on is available and resilient. Transitioning to IT as a Service IT organizations are grappling with a coming sea change equal to or greater than the transition from mainframes to open, distributed computing and traditional application paradigms to service oriented architectures. End users are demanding greater flexibility and agility in the acquisition and provisioning of compute resources and services. Whether your customers are retooling internally to meet these challenges, considering public cloud computing models, or a hybrid model, your role as consultant and/or direct service provider is critical in helping them make the transition. A unified view of Service Operations Management A picture tells a thousand words. But visualizing and isolating root cause of business service problems across every aspect of a complex infrastructure which includes multiple platforms, data Partner Use Only Do Not Distribute 3

4 centers, delivery models, and continents, can be like finding the proverbial needle in a hay stack. Operations teams and service delivery executives must be able to visualize end to end services in a way that maps the plethora of infrastructure components, application components and transactions to each of your business services. FIGURE A + + Service Operations Management intelligence builds and maintains real time, cross silo views of business services even as the physical and virtual infrastructure dynamically changes so root cause of risks to quality and actual quality impacting problems can be quickly diagnosed and addressed. + + According to research by analyst firm the Enterprise Strategy Group*, the majority (82%) of organizations will be spending the same or more on infrastructure management software. The research further indicates that network management tools are at the top of the list for planned investment in the infrastructure management segment over the next months. Some 29% of users plan on making investments here, bested only by security management software in the infrastructure space. In addition, server management tools, virtual server management tools, and storage management tools round out the top five priority investments in infrastructure management software. So while users continue to increase investment in discreet tools that provide management and visibility for a specific category of infrastructure, they are creating additional challenges in how Partner Use Only Do Not Distribute 4

5 to link these tools together for a complete end to end view of what supports (and can impact) business services. To have an end to end view of how the IT environment supports services, you need a solution comprehensive enough to discover and track which application components, databases, business transactions, systems and network devices support specific services. Furthermore, this solution must analyze how service component states (level of performance and availability) impact service quality and risk. Delivering a unified view of critical services with Service Operations Management Service Operations Management from CA Technologies allows you to transform your customers IT operations from reactive, siloed, technology focused management to proactive, business service management. The solution provides a fast and automated way to build and maintain an accurate, real time end to end view of business services even as the underlying physical and virtual IT infrastructure and application environment dynamically changes. Service Operations Management provides: Advanced integration and automation platform an open, standard method of integrating data from multi vendor IT management tools and agents for building and maintaining a comprehensive real time view of the IT components that make up business services and for automating policy based actions throughout the IT environment Intelligent, dynamic service discovery and modeling uses imported configuration items (CIs), IT service definitions, transaction maps and business process models to automatically build and dynamically maintain real time end to end (cross silo) business service models Partner Use Only Do Not Distribute 5

6 Your customers can escalate actions according to business priority through a unified view of alerts across all silos that differentiates between service impacting alerts, alerts indicating risks versus impact, their severity and root cause. Real time service operations console a UI for administrators and technical operations staff to build and maintain end to end models of services, visualize automated service risk and root cause analysis, launch administrative UIs for configuring service desk integrations and setting alert management and escalation policies, locate details of CIs, and manage and analyze events, etc. Service risk, impact and root cause analysis automatically calculates CI impact on services and displays root cause of CI problems that ultimately impact the services and exposes this information to service console to display alerts and to alert escalation to triggers tickets, notifications, etc. Escalation management administrative UI for creating alert escalation policy for service desk tickets, notifications, s and process automation Your customers can make more informed and effective CAPEX/OPEX decisions and improve services and lower cost of service delivery through shared real time service views and historical service reports for IT executives and Level 1 operations staff across all silos. Real time service dashboard provides a high level UI that displays the real time status of all modeled services, so IT executives and operations staff see status of their business services and prioritize actions and resource allocation to address service impacting problems or service risk according to business priority Service and operational SLA reports allows customers to pinpoint persistent root cause of service problems and provide metrics in the context of operational service level agreements (SLAs) to enable continuous improvement of service quality and availability Professional services and managed services With Service Operations Management from CA Technologies as a foundation, partners can help customers build completely custom views of services and provide them the proactive tools to manage the environment. Partners also may choose to make Service Operations Management a key Partner Use Only Do Not Distribute 6

7 part of their own managed services framework, or optimize the service of your own SaaS, IaaS or managed services platform. When transitioning to a new set of tools, end users require a comprehensive set of value added services which can include but are not limited to; Business process mapping Requirements definition and solution design Dashboard definition and development Process re engineering and documentation Application rationalization and service level definition Application mapping (linkage between application and infrastructure) Deployment services Training Managed Services Technology, subject matter expertise, and programs Partnering with CA Technologies means not only access to leading IT management products, but also access to subject matter expertise and programs that support growing your business. Regardless of whether you are a systems integrator, solutions provider, technology builder, or service provider, CA Technologies has tailored programs to support your efforts, which include: Clearly documented rules of engagement with the CA Technologies field organization Dedicated field business development managers and solution architects to collaborate with and support account development Technical training and certification programs to support both your pre sales team and consultants IP and methodology sharing for delivery of value added services Partner Use Only Do Not Distribute 7

8 CA Technologies shares its deep subject matter expertise in Application Performance Management with its partners in the form of both access to people and tools. The company s marketing and business development teams are ready to support your sales cycles and are hard at work turning their knowledge into tools you can use. The Service Assurance Partner Solution Center at ca.com/service assurance partner is available 24x7 to give you access to sales tools and resources to help you prospect, close business, and develop your unique thought leadership. The CA Technologies advantage CA Technologies has evolved into an agile execution company, committed to changing our culture and processes as we apply our own technology to our business. Our company growth goals are focused on expanding our customer base through and with partners. Our strength as a global technology firm allows us to leverage our heritage of: 30+ years in technology, solutions, and complex systems management across all platforms Industrial strength infrastructure software run by the world s most demanding customers A broad and growing portfolio of high performing products across mainframe and distributed environments As an architecture leader, we bring vision and completeness of execution to the rapidly evolving IT as a Service (ITaaS) management space. * IT Spending Intention Survey, Enterprise Strategy Group, Copyright 2011 CA. All rights reserved. For internal partner use only. Do not distribute. 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, Partner Use Only goodwill, Do Not Distribute or lost data, even if CA is expressly advised in advance of the possibility of such damages. CS1603_0811 8

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