ca partner day - qualità servizi – milano
DESCRIPTION
Sessione di approfondimento sulle soluzioni per monitorare e garantire la qualità delle applicazioni di business.TRANSCRIPT
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Partner Day Milano, 29 Maggio Roma, 31 Maggio
Service Assurance
Basiglio, 29 Maggio 2012
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Partner Day
new options & added complexity require a new management model
user experience
business service demand
IT “on demand”
data center
public hybrid private
business agility
finance
marketing
customer service
sales
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Partner Day
CA Service Assurance
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Partner Day
Infrastructure Management
AP
PLI
CA
TIO
N A
WA
RE
Discover infrastructure, map & dynamically maintain relationships
Standardize management and triage across physical, virtual, and cloud
Optimize system behavior and predict end-user problems before they occur
Redefine infrastructure management to become application aware
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Partner Day
Application Performance Management B
USI
NES
S C
ENTR
IC M
AN
AG
EMEN
T
Deliver end-to-end transaction visibility across physical, virtual and cloud
Link user experience with business impact to prioritize problem resolution
Accelerate triage and root cause diagnostic
Monitor all transactions & applications 24x7 to meet customer expectations objectives
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Partner Day
Service Operations Management Q
UA
LITY
AN
D P
RED
ICTA
BIL
ITY
Model & monitor services end-to-end based on data from CA & 3rd party tools
Analyze how apps & components from each technology silo impact service delivery
Pinpoint root cause and mitigate risk across traditional and hybrid environments
Improve service quality and predictability while lowering IT support costs
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Partner Day
CA Service Operations Insight designed for the today’s dynamic business and IT environment
Service-aware domain discovery, root cause analysis, performance management, triage and remediation
Service performance and comparison management
Contractual service level management
Role-based real-time dashboards, technical consoles
Service analysis reports
Service dashboard
Operations console unified alerts
Operations console service models
Service reports
Mobile UI
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Partner Day
CA Service Operations Insight aligns operations with the business
Common view of services
Common understanding of service
quality and risk
Automated actions for remediation
Optimized operations
IT Executives
Operations Managers
Operations Support Staff
Service Desk & Change Managers
Service Level Managers
Domain Experts
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Partner Day
Improve service quality by quickly pinpointing sources of service- impacting issues across all technology domains so you can quickly fix them and restore quality
quality
Improve service predictability by pinpointing sources of risk to services across all technology domains – so you can address those issues before they impact quality
predictability
Optimize operations by automating escalations and remediation, thereby reducing triage and mean-time-to-repair of service issues, and improving communication and collaboration
CA Service Operations Insight solution benefits
Lets you prioritize and resolve problems across your IT service supply chain—so you can minimize risks to your business
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Partner Day
CA Executive Insight demonstrate IT’s strategic value
SITU
ATI
ON
AL
AW
AR
ENES
S
High value metrics quickly and easily accessible to executives and key stakeholders
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Partner Day
new business dashboard connect, share, decide with interactive visualizations
Add depth and value to metrics
Simplified personalization let users be in control
Communicate to the business in the language of the business
Freedom to connect, share, decide anytime anywhere
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Partner Day
Industry Leaders Rely on Service Assurance from CA Technologies
Global rankings are based on the 2009 Global Fortune 500 list
* Federal agencies rankings are based on number of civilian employees. Source: U.S.. Office of Personnel Management
U.S. rankings are based on the 2010 Fortune 500 list
9 5
4
of the Top 10 Global Banks
of the Top 10 Global Telecommunications Companies
of the Top 10 Largest U.S. Federal Agencies (Executive Branch)*
of the Top 5 Health Care Wholesalers
of the Top 5 Medical Products & Equipment Companies
of the Top 5 Entertainment Companies
of the Top 5 Computers, Office Equipment Companies
of the Top 5 Information Technology Services Companies
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Partner Day
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Partner Day
Helps improve problem resolution time by 50% (IDC)
Helps improve efficiency and reduce costs
Intelligent performance analytics
Proactively identify performance degradations and take corrective action before customers are impacted
Auto discovery & root cause analysis
Discover and monitor the availability & health of infrastructure assets and automatically adapt to changes
Advanced traffic analysis determines which applications are affecting infrastructure performance & improves capacity planning
Traffic analysis & predictive capacity planning
Helps reduce help desk calls by 40% (IDC)
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Partner Day
– Common themes • Multi-vendor,
multi-technology
• Cross-domain
• Scalable
• Best-of-breed
• Fast time-to-value
CA Infrastructure Management is designed to
provide VISIBILITY and CONTROL
into the performance and availability
of the service delivery infrastructure
and ALL of the traffic it delivers
– Focus areas • Model- based root cause analysis
• Proactive performance
• Infrastructure fault management
• Network flow analysis
• Capacity planning
• Pre-defined views & reports
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Partner Day
Network Monitoring phases
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Partner Day
Network Fault Management (CA-Spectrum IM)
• Does my devices up and running? • What is my status ports? • Via SNMP
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Partner Day
Understand how the physical and virtual environments are
related
Visually distinguish physical and virtual
systems
AutoDiscovery and visual topology of
physical & virtual infrastructure assets
Model-based event correlation, fault
isolation and root cause analysis
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Partner Day
Network Performance Management (CA-eHealth PM – CA-NetQoS NetVoyant)
• What is my devices performaces? • And my bandwith consumption? • Via SNMP
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Partner Day
Is issue systemic, indicating a recurring vs. one-time incident?
Reduces unnecessary noise
Time Over Threshold
Time Window = 1 hour
Is performance unusual compared to normal behavior?
Upper Threshold
Lower Threshold
Time Window = 1 hour
Time is Unacceptable = 15 min.
Baseline
Time
Promotes proactive IT management
Deviation From Normal
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Partner Day
Network Traffic Analysis (CA-NetQoS ReporterAnalyzer)
• Who are my Top Talkers? • What kind of traffic is using my network? • Via Netflow/IP-FIX
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Partner Day
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Partner Day
Helps avoid unnecessary
WAN costs by right sizing
your network links
Provides trending for future
network requirements by link
and application
Helps solve performance
problems faster with real-
time identification of
business and non-business
applications their users
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Partner Day
Packets Capture (CA-NetQoS Application Delivery Analysis)
• What is my Application performances? • There are customers having performance issues? • Via packets sniffing
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Partner Day
Packets Capture (CA-NetQoS Application Delivery Analysis)
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Partner Day
HTTP GET index.html (Data Request A)
Data Response A1
ACK Response A1
Data Response A2
ACK Response A2
HTTP GET nav.html (Data Request B)
Data Response B1
ACK Response B1
Data Response B2
ACK Response B2
No
Response
No
Response Data Response B1
Data Response B1
Server Response Time
Network Roundtrip Time
Retransmission Delay
Data Transfer Time
Total Transaction Time
SuperAgent Collector
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Partner Day
Reconstruct data packets (CA-NetQoS GigaStor)
• What is traffic behaviors? • Can I replay customer transactions? • Via packets sniffing
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Partner Day
1. User reports problem
2. IT watches and waits for problem to happen again
3. Start packet capture
4. Analyze problem
5. Resolve issue
Before GigaStor
Old Approach to Network Issues
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Partner Day
1. User reports problem
2. IT watches and waits for problem to happen again
3. Start packet capture
4. Analyze problem
5. Resolve issue
Before GigaStor After GigaStor
New Approach to Network Issues
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Partner Day
Reconstruct data packets (CA-NetQoS GigaStor)
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Partner Day
VoIP Management (CA_NetQoS Unified Communication Manager)
• What is my VoIP Call performances? • There are customers having performance
issues? • Via packets sniffing and CDR acquisition
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Partner Day
VoIP Management (CA_NetQoS Unified Communication Manager)
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Partner Day
• E2E visibility
• Business Applications quality control
• Information correlation
• Efficiency
• Proactivity
• Rapid Root Cause Analysis
• Rapid resolution (MTTR
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Partner Day
Launch to domain managers for detailed troubleshooting and remediation
Prioritize based on service impact Identify impact to service
health
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Partner Day
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Partner Day Copyright © 2011 CA. All rights reserved.
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Partner Day Copyright © 2012 CA. All rights reserved.
End-users
Applications
Infrastructure &
Networks
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Partner Day
CA APM
Enterprise Manager
Management Console
Cloud Monitor
End User Experience
Application Triage &
Diagnosis
CA Catalyst
CA Service Operations Insight
CA Infrastructure Management
CA Executive Insight
Third-party
CA ITKO (Pre-production testing)
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Partner Day
Bu
sin
ess
-Ce
ntr
ic M
anag
eme
nt
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Partner Day
What went where, when, and what happened?
Business Transaction Management
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Partner Day
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Partner Day
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Partner Day Copyright © 2012 CA. All rights reserved.
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Partner Day
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Partner Day
What went where, when, and what happened?
SYSVIEW
CICS
TP Monitors
Datacom
IDMS
MQ
CICS
Transaction
Gateway
IMS
IPIC
ECI/COMAREA
DB2
MQ Calls
CICS Web Services
Cross-Enterprise Coverage
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Partner Day
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Partner Day
What went where, when, and what happened?
Cloud Monitoring
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Partner Day
Customers
Users
Browsers
Devices
3rd Party
Cloud
Services
3rd Party
Cloud
Services
Firewall
Firewall
Hybrid Data Center
Hybrid Data Center
Switch
Load
Balancer
Web Server
Portal
App Server
Packaged
App
Virtual
Server
Database
Web
Services
Mainframe
Physical/Virtual Environment
Physical/Virtual Environment
Understand
end-user
experience
anytime,
anywhere
Monitor
multiple
sources to
identify
problems
Prove
vendors are
meeting
SLAs
Test app
response
time outside
of firewall to
know EUE
Monitor synthetic
transactions traversing
the hybrid infrastructure
to accelerate root
cause diagnosis
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Partner Day
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Partner Day
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Partner Day
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Partner Day
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Thank you!