Delivering Exceptional Customer Experience is a Key Catalyst for IT Transformation
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1 SERVICE ASSURANCE Delivering Exceptional Customer Experience is a Key Catalyst for IT Transformation Stephen Miles Service Assurance CSU
2 The World is Mobile internet usage is projected to take over desktop internet usage in 2014 Source: Cisco Visual Networking Index Global Mobile Data Traffic Forecast for 2012 to Copyright 2013 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong
3 Worldwide mobile data traffic will increase over the next four years, r e a c h i n g 3 per month by 2017
4 an annual run rate of 134 times all the IP traffic generated in the year trillion images 10 images daily from each person on earth for 1 year OF MOBILE DATA TRAFFIC 4 Cisco Visual Networking Index Global Mobile Data Traffic Forecast for 2012 to 2017
5 fast self-serve simple Forecasted growth of workloads in 5 x growth of 5 Copyright 2013 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong Source: Cisco Global Cloud Index: Forecast to their respective companies. CA confidential and proprietary. No unauthorized copying or distribution permitted. and Methodology,
6 fast self-serve simple Global cloud data center traffic is expected to grow CAGR for CAGR for 6 Copyright 2013 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. CA confidential and proprietary. No unauthorized copying or distribution permitted.
7 Instantaneous, always-connected, social networks Copyright 2013 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. CA confidential and proprietary. No unauthorized copying or distribution permitted. 7 Copyright 2013 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong
8 ...with adoption of social technologies now at record speed 50 million users Radio 38 years TV 13 years ipod 4 years Time to reach 50 million users Source: Various press reports Internet Facebook Twitter 3 years 1 years 9 months Copyright 2013 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. CA confidential and proprietary. No unauthorized copying or distribution permitted.
9 which can have significant impact Copyright 2013 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. CA confidential and proprietary. No unauthorized copying or distribution permitted.
10 86 percent 50 percent of consumers will pay more for a better customer experience of consumers move on when a brand does not respond to an inquiry within one week Source: 2011 Customer Experience Impact (CEI) Report conducted by Harris Interactive Copyright 2013 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. CA confidential and proprietary. No unauthorized copying or distribution permitted.
11 1.25 Cost of downtime in Millions $ to major Financial institutions in APJ 37 % increase in MTTR of failures Y-o-Y in financial institutions in APJ Source: IDC Banking Outages report in APJ Copyright 2013 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. CA confidential and proprietary. No unauthorized copying or distribution permitted.
12 89 poor percent of consumers began doing business with a competitor following a customer experience Source: 2011 Customer Experience Impact (CEI) Report conducted by Harris Interactive Copyright 2013 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. CA confidential and proprietary. No unauthorized copying or distribution permitted.
13 Mobile Cloud Social Media Information Expectations Need f or Innovation Budgets Copyright 2013 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. CA confidential and proprietary. No unauthorized copying or distribution permitted.
14 Copyright 2013 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. CA confidential and proprietary. No unauthorized copying or distribution permitted.
15 How Enterprises Are Responding The Race for Apps is on The Battle for Customer Experience is on FOCUS: WINNING new customers FOCUS: KEEPING your customers Composite apps, composite business models for speed More complex, heterogeneous than ever Design point: delivering exceptional customer experience Requires different approach
16 Business as usual won t get you there domain availability exceptional customer experience Services External Customer Internal Customer Transactions
17 Stakes are high...so what is required? Convergence Simplicity Powerful Analytics Role Based Views & Insights
18 Managing from a Business Service Reliability perspective Services External Customer Internal Customer Application Performance Management Transactions Infrastructure Management
19 Translating IT big data Service Operations Services External Customer Operational Intelligence Internal Customer Application Infrastructure Performance Management Management Transactions
20 Bringing it all together for a 360 degree view of services Business Service Reliability exceptional customer experience Service Operations Services External Customer Operational Intelligence Application Performance Management UNIFIED SERVICE MODEL Transactions Infrastructure Management Internal Customer
21 Service Assurance Solutions from CA Technologies Focused on Aggregation, Analytics, Relevant Views Executive Insight Operations Insight
22 Basic Comprehensive SA Portfolio Vision Converged, common views 5 Integrated UI (available via mobile) Ability to apply specific analytics, leverage big data asset to deliver business 4 value Operational Intelligence Solutions (e.g. Capacity Management, Log Analytics, etc.) Systems Mgmnt Storage Mgmnt Network Perf Network Fault Network Flow Unified Comms Perf (Voice/ Video) App Perf Monitoring End User Exper Monitoring Web Monitoring Other TBD Ability to scale up i.e. to buy the right level of domain specific capability for the business need 2 Ability to start small ( land ) with modular, fast time to value point 1 solution Industry leading domain solutions Ability to scale out i.e. to add relevant domain capabilities on modular basis 3
23 Service Assurance Solutions from CA Technologies for Business Service Reliability Executives Applications Service Operations Infrastructure CA Infrastructure Management CA Nimsoft Monitor CA Application Performance Management CA Executive Insight CA Capacity Management CA Service Operations Insight CA Datacenter Infrastructure Management
24 Summary Changing Landscape Value Migration Leverage IT Big Data Battle for Customer Experience Requires Business Service Reliability 24
25 Summary World has changed consumerization of IT profound impact Battle for Customer Experience is on stakes have gone up Value is migrating from data collection to cross-silo data aggregation, analytics and role-optimized insights Service Assurance Vision focusing heavily on leveraging analytics based solutions riding on top of APM/IM big data APM 9.5 delivers industry leading Application Behavior Analytics and improved simplicity IM 2.x delivers true innovation, winning in the marketplace CA Operational Intelligence solutions like DCIM, Capacity Manager and SOI deliver powerful analytics for specific roles Copyright 2013 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. CA confidential and proprietary. No unauthorized copying or distribution permitted.
26 Thank You
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