The ability to quantify the end user experience by establishing the Customer Experience Index (CEI), with reports and custom dashboards.

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1 Application Performance Management Be application aware with... CAIL dramatically improves Ionix / Smarts reporting with extensive analytics to ensure applications are responsive always. And being an integrated solution, it is easy to build on familiarity with Smarts to get the extra capabilities with... CAIL Application Performance Management The ability to quantify the end user experience by establishing the Customer Experience Index (CEI), with reports and custom dashboards. An agent-less solution that easily and non-intrusively monitors and reports on the health of your critical application services in real-time. A turn-key, out of the box solution with the ability to isolate root caused and highlight potential risks immediately. Enables corporate IT Service Management teams to pin-point and troubleshoot problems faster and more efficiently, thus positively impacting critical MTTD and MTTR metrics and improving the end user experience. Significantly reduces the costs and risks of IT Service Management by removing human guess work from troubleshooting complex application dependencies and the infrastructures that underpin them. Enhances end-to-end IT service health visibility by normalizing critical application performance characteristics to assure optimum operating conditions, both historically and in real-time. Provides key utilization metrics with historical trending data that can be effectively consumed by the Capacity Management process to improve system efficiency and contain costs. Supports alignment and congruence with ITIL based Service Management best practices focused on delivering optimized levels of quality, availability and performance for key IT resources. Significantly enhances ability to see deeply into your applications and transactions to react quickly to pending problems that impact the end user experience perceptions. Enhances the Change Management process and the risk of change by clearly mapping application and infrastructure dependencies before they are impacted, Enables forecasting and prevention of disruptive outages that impact loss of opportunity and loss of customer confidence. Replaces human guesswork with adaptive algorithms that discover, diagnose and forecast root cause issues in both virtualized and legacy application environments. Passively provides application transaction management capabilities that dynamically adapt to each unique IT service environment. Increases the value of IT to the business by pro-actively managing system performance to improve the end-user experience.

2 Superior Capabilities IT Service Management is witnessing some of the most significant changes in its history. In today s mission critical environments, the focus of operations is being driven by value differentiated business services that have evolved the focus beyond object or device-oriented management to that of overall IT services health. Gone are the days when IT managers could just identify the devices that caused an outage, then attempt to forensically identify the cascading impacts on lost opportunities, lost revenue and customer perception in addition to making sure it doesn t happen again. This phenomena is magnified even more with the advent of complex SOA infrastructures, where the ability to effectively monitor the IT ecosystem health depends on advanced mathematical algorithms that automate the discovery and management of key interdependencies. Without these technological breakthroughs that provide rationalization of application-to-application affinity, one is left to perform human correlation, taking into account numerous variables that cannot be computed quickly enough to identify and restore key services. Additionally, with businesses adding new and creative collaboration systems to their IT portfolios, the way we do business is changing faster than the way we may monitor our service enabling assets. In the face of such significant change, meeting the challenge of increased pressure on IT management to deliver high quality and always available services across complex and varied infrastructures requires powerful tools that eliminate the need for guesswork. The CAIL agent-less solution easily and nonintrusively monitors and reports on the health of all your services, in real-time. This means that an IT Service Management organization has the ability to effectively support the universal goals of any business: visibility, assurance, quality, performance, availability and cost containment. The CAIL Performance Manager (CAIL PM) enables IT managers to proactively monitor the health of their entire service and system infrastructure (end-to-end / across virtual and physical environments) from one intuitive interface. And when combined with the power of EMC Smarts/Ionix, CAIL PM becomes an unparalleled solution to managing both availability and performance for your legacy, SOA,.NET and Java applications

3 Deliver proactive IT services with advanced diagnostics With CAIL, see what is working, what is at risk, and how your consumers are experiencing the application services you are providing all as simple green/red light status indicators. Identify problems, know where they are so you can fix them immediately No more guesswork in troubleshooting complex IT infrastructures and applications See problems begin to develop as application throughput begins to degrade Become aware of accumulating number of bad conversations/responses from databases and applications Know the quality of services being delivered to your end user CEI is a profound differentiator in business. CAIL is the first to introduce an aggregated view of all the key parameters of customer satisfaction. CAIL listens unobtrusively to many inputs to generate the Adaptive Customer Experience Index (ACEI), constantly learning what is normal for every user. As baselines are established and mature, all unique conversational patterns are compared to determine when a client is experiencing degraded performance. CEI uses an adaptive algorithm CEI monitors the users perception of performance CEI provides the visibility from the end-user collecting and normalizing the volume of data by protocol and by time. When those data points are run through the CEI algorithm, we can say with confidence if the customer experience is normal or not Additionally, the other service infrastructure devices (systems, networks and applications) and overall services are run through their own algorithms to determine if they are running normally or not. Do More with Less: Complete Automation with CAIL Adaptive Algorithms Automation enables true Performance Management by leveraging adaptive mathematics. The CAIL PM computational engine automatically calibrates and adjusts for every consideration that would otherwise require rules or additional steps to resolve. And because CEI has since inception adjusted for Holidays, weekends, evenings and vacations, with no additional user inputs; this functionality begins the moment CAIL PM is activated. When the end-user s experience is impacted, the Anomaly Instance Detection (AID) Engine automatically launches an intelligent forensic analysis against all network, system and application elements that are related to the work the end-user is trying to accomplish. This analysis and fact gathering often occurs before the end-user even notices a problem helping administrators to stay in front of trouble tickets. Intuitive and Complete Reporting (trend analysis) Real time and Historic Reporting on availability, compliance and performance of all IT services, as they are discovered and monitored from the end-user through the infrastructure, to the web servers, applications and transactions to the database and back. Report functionality is supported for: Historical Inventory Events Performance Applications Business Transactions Systems Network throughput

4 CAIL End-to-End Monitoring Improving Application Performance Management with CAIL provides passive end-user transaction analysis and is available either - as a software solution, or as an appliance-based solution. CAIL PM is a Java application that runs as a service, with the passive application monitor running as a separate sensor. In addition, CAIL Sensors can be flexibly deployed with a network TAP, on span ports, and/or can accept Netflow v5, v9 or IPFIX flows. As well, CAIL leverages any data source currently in use, and fills the gaps with its own tools where collectors don t currently exist. CAIL delivers immediate and easy proactive monitoring and service validation within hours of activation. The CAIL application is a center of excellence for troubleshooting, incident analysis and predictive planning. All facets of collection, analysis, visualizing and reporting are driven from the same intuitive web-based dashboard. There are no client components to load; Users and groups are built according to roles so the right information is available to the appropriate personnel. Setup parameters for designing custom service groups and application monitors can be assigned to people designated as Administrators. CAIL employs fully passive monitoring of end-user experience by listening to actual user traffic. It can also leverage its synthetic monitors that test the availability and response time of applications and their dependencies. CAIL monitors remote systems, applications and process by authenticating to those systems with the appropriate method--the choices are: WMI, SSH, JMX, HTTP, SQL Queries, Ping and SNMP. Network performance can be measured with the CAIL passive Class Based QoS, IPSLA and WAN Utilization monitors. As well, you can quickly discern if degradations are application or system related by correlating Smarts events, syslog messages and network delays, all from a single view. CAIL delivers real-time and historical reporting on the availability, compliance and performance of IT assets that support real Business transactions. Leveraging unstructured and structured data, CAIL indexes, queries and provides a standard ODBC compliant SQL database that can scale to TB s of data.

5 CAIL Makes Ionix / Smarts Application Aware CAIL provides important and complementary system health reporting and added functionality by extending the Smarts Codebook to alert on application, transaction and service degradations. By making Smarts contextaware of applications and the devices that support them, the operator can review the application event without leaving Smarts; and corroborate the event with the historical, forensic information that helps understand why it happened and what were the factors that preceded and possibly led to the problem. CAIL automatically and seamlessly integrates with Smarts/Ionix to create a superior solution to monitor both availability and performance in enterprise system management. CAIL with Smarts is a solution that works out of the box by simply pointing it at the Smarts installation. CAIL can be licensed by the instance or by device, making it easy to acquire and simple to use. + CAIL Powers Application and Business Transaction Analysis and Reports Now, from one comprehensive yet intuitive interface, CAIL delivers the most scalable enterprise-class reporting engine available for Smarts applications. CAIL Reports for Smarts delivers real-time and historical management, analysis and reports from several important Smarts Domain Managers: Service Assurance Management IP Availability and Performance Manager Business Impact Manager Application Connectivity Monitor Application Discovery Manager Storage Insight for Availability CAIL Drives ITIL V3 Enablement : Enhanced Business Intelligence Tools Deliver Superior IT Governance Assists in the service to value correlation that define IT and Business requirements which drive Service Strategy Assists in the rationalization of the IT s core services and their dependencies a principal tenet of Service Design Provides key enablement that assists with the mitigation of change impacts on the environment as part of a Service Transition process Generates real-time warnings and remediation knowledge to Service Operations and supplies personnel with forensic, contextual and historical information to correlate end-to-end service health in heterogeneous IT infrastructures Leverages an any data in Model and a stable of dynamically adaptive algorithms that support Continual Service Improvement program development and ongoing administration.

6 Benefits Easy to Deploy Real-time analytics, immediately Passively monitor actual end-user experience Unlike many IT solutions that take hundreds of man hours and outside consultants to configure for your specific needs, CAIL is typically up and running in less than a day. Further, CAIL adapts to any environment, discovers your business service assets and begins collecting data and helping you solve problems immediately. Automatically discovers infrastructure Adapts to any environment Up to the second monitoring of actual traffic utilization by volume and type for any end user Allows operations to respond immediately to calls about application performance degradation Automatic and Adaptive Deviation Analysis CAIL constantly monitors the complete infrastructure with agent-less, passive and web-based technologies--lightweight and easy to deploy. Delivers immediate value and service health validation within hours of turning it on. Prioritize incidents according to user or user group Quickly validate end-user complaints Proactively correlate IT service issues by consumer See the issues as the user sees them Record and replay complete packet dumps Isolate network latency issues No artificial baselines to be created (dynamic adaptive learning) Characterize the type of work users are doing CAIL measures the actual work by time of day and by location Diagnose non-critical performance degradation that may impact productive work Spot under or over-utilized services and service components Diagnose issues to the server, network, application or sql or web transaction With the analytics provided by CAIL, you can improve upon the end user experience for greater job satisfaction and productivity Synthetic Monitors No Agents Actively test multi-tier applications for service availability and response time Easily create tests for any application or service Deploy at remote locations to compare experiences No agents = less time and cost to deploy No ongoing support or patch upgrades Authentication for open systems: Windows, Linux, UX, Solaris, AIX, IRIX, Databases, Application Servers Syslog Collect thousands of syslog messages and correlate the data from the content field to what application and network bottlenecks may be contributing to poor performance Netfiow Supports Netfiow v5, 7 and 9 messages plus IPFIX templates Correlates them to passive traffic from taps or span port traffic or use Netfiow by itself to report on end-user experience EMC Smarts / Ionix integration with deep analytics Enable true Business Service Management for Health and Availability Import other data sources to create discreet Service groups Send application bottleneck problems to Smarts Codebook for Root Cause Analysis

7 Benefits - cont d Simple, Intuitive Reporting Interface Intuitive CAIL Dashboard Drives Anomaly Detection and Resolution Java API Key Performance Indicators Built-In CAIL Probe/Sensor Adds the following Functionality : Schedule daily, weekly, monthly reports and automatically them as PDF, Word, Excel attachments Ad-hoc reporting for server, process and application metrics Multiple drill-down levels to expose the details needed for informed decisions Reporting capabilities for current day, 3, 7 and 30 day increments or End-user experience expressed as an index (CEI). Agent less discovery and Adaptive Performance monitoring of systems and applications Business Transaction tracking passively analyzes real transactions for deviations and ensures the responses to requests are as expected. Real-time Application, OS and Database query response rates as they occur. Synthetic transactions supplement passive, actual monitoring to ensure availability and performance from remote areas Live Service Groups. Quick Compare Tool, to compare performance of any device against its gold build. Google-like search capabilities for devices and Syslog files. Application relationship and topology mapping views with integrated performance, response time, congestion and errors. Event notification integration to any management tool or framework Data easily accepted from any source leveraging value from embedded base tools Leverage existing data sources Complements agent-based solutions Fast and easy capability to add collectors for new data sources Algorithm alerts on changes from normalcy for any selected metric without setting baselines Key Performance Indicator collection and analytics provide ease for mapping to Critical Success Factors (CSF) Connectors pre-built for Oracle Enterprise Manager, Intersystems Cache, Microsoft Exchange, Lotus Notes, SQL Server, Websphere, Weblogic, Tomcat, JBOSS. Dynamically correlate disparate elements provide a rich understanding of the health and pending issues in complex n-tier and virtual applications Four Ports Wire Speed Packet Capture - Configured as Fiber or Copper or Two Management Ports Netflow Collector: V5, V9, IPFIX In Memory analysis for throughput analysis Dynamically modified packet content inspection for any pattern recognition Can be used in TAP mode (with optional Tap) or Span ports -- or mixed Application Performance and Availability Monitor for most major applications Transaction Performance and Availability Monitor for SQL Queries, Application Server Transactions and Custom Signatures Data is normalized for analysis with option to save raw packet captures with unique file names Customer Experience Index for any user and server with rollup into Ionix BIM Groups Network Capacity Planning Live Network Utilization Reporting for any User for overall Bandwidth and Applications running SSL Transport between the CAIL Sensor and CAIL PM aggregator Option for up to 10GB Wire-Speed and Deep Packet Inspection version Sensor Option of a continuous packet capture - for complete replay of the end user experience with external tools such as Wireshark for forensic analysis. + upcoming CAIL native replay capabilities + for telephone conversations, web browser and client

8 CAIL - Configurations and Requirements CAIL Supported Platforms CAIL PM as an appliance: Includes all hardware, memory and software in a 2U rack Appliance is based on the 64 bit Optimized Linux OS - No Guest applications are supported Includes CAIL PM, Optimized network sensor (SPAN or TAP passive monitoring) Memory: 16GB High speed Hard Disk Space: 2 Terra Byte CAIL PM Software only: Hardware Required: Intel x86 Dual Quad Core 16GB Operating Systems Supported: - Microsoft Windows 2003 Advanced Server 64 bit - SUSE Linux 11 or higher 64 bit - Red Hat Linux 64 bit Memory: 8GB minimum (16GB recommended) Guest applications are not recommended Free Hard Disk Space: 1 Terra Byte or more (2 TB+ recommended and fully striped) CAIL support for data collection includes - SNMP JMX SSH WMI SOAP/HTTP/HTTPS Vendor API s CAIL API SQL Queries Log Files Syslog Packet Decode in Real Time by Signature Mapping up to 10GB Wirespeed Supports Span ports, Wire Taps on accelerated interfaces (3 million packets/second on 1GB line) and collects Netflow V5, V9 and any IPFIX templates

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