cas solution to service assurance
TRANSCRIPT
CA’s solution to Service Assuranceof Syndicated Services: bridging the gap between customer expectations and traditional SQM
Lucia Gradinariu,
Sr. Industry Advisor
Communications Media & Entertainment (CME)
CA is Dedicated to serving Service ProvidersA leader in worldwide infrastructure and management software
Overview of CA
$4B in revenues; $14B in market cap
15,000+ employees; 150 offices in 45
countries
Transforming IT Management:
Manage: Manage Service Quality based on
business priority
Govern: Maximize business value by aligning
portfolio of services with the business
Secure: Protect assets and minimize risk
17,000+ customers; 98% of Fortune 1000®
CA’s current mandates include: Building partnership with customers and SIs
Focusing on net new revenue growth
Expanding solution selling capabilities
Focus on Service Providers
Dedicated Service Provider Business
Unit to focus on telecom business
solutions
CA Solutions are incumbent in the
world’s top 30 CSP’s and the world’s
leading Media and Entertainment firms
CA is a recognized leader in the
Identity &Access management, and
Network & Systems managements
CA’s portfolio offers customers the
broadest one-stop shop for key
solutions in the security, storage, IT
optimization, and infrastructure
management space
Key technology Areas
Next Generation Services
Management (SDF, SQM)
Product & Portfolio Management
4
CA Serves Service Providers Worldwide
CA CME Customer Base
Assurance in a Customer and Internet driven world of service offerings
> The Promise: ensure that services provided to
customers are continuously available and to SLA or QoS
performance levels
diversification
syndication
heterogeneity
correlation
> The Challenge:
Value proposition of CA’s solution:
> E2e Service Quality Management across layers (network,
services, products) and across domains
> Events based framework for aggregating all type of data
sources related to service performance
> Contract based service level monitoring and reporting
empowering Customer care
> Drill down into detailed service management and root
cause analysis
> Open API platforms and WS based integration with third
party systems
8 March 22, 2015 [Enter presentation title in footer] Copyright © 2007 CA
Infrastructure & Clients Management
9 March 22, 2015 [Enter presentation title in footer] Copyright © 2007 CA
Customer End Points
Service Management
Catalog of Services
Link Service Operations with Business Requirements
■ Measure performance based on B2B goals and Customer success■ Product/Customer SLA monitoring
■ Product/Service/Resource usage,
cost, service levels monitoring
■ Integrated workflows
■ Integrated Service Desk function
Catalog of Products
Product Management Product
Ordering & Fulfillment
Service Assure Service Accounting Service Catalog Service Desk Service Availability
Event Based Management Framework
■ Collect service related events across organizations and domains■ Standards aligned (WS-Eventing, WSDM/WEF)
■ Data enrichment and transformation
■ Customizable adapters
Event Management Automation & Analytics
3-rd party syndicated
service
3-rd party syndicated
service
Service Delivery Platform
Service Delivery Platform
B2B interface
Service Delivery Platform
Service Lifecycle
WS-Eventing
WS-Eventing
CORE SOLUTION
Infrastructure & Clients Management
10 Copyright © 2008 CA
Customer End Points
Service Management
Catalog of Services
Link Service Operations with Business Requirements
■ Measure performance based on B2B goals and Customer success■ Product/Customer SLA monitoring
■ Product/Service/Resource usage,
cost, service levels monitoring
■ Integrated workflows
■ Integrated Service Desk function
Catalog of Products
Product Management
Product Ordering & Fulfillment
Event Based Management Framework
■ Collect service related events across organizations and domains■ Standards aligned (WS-Eventing, WSDM/WEF)
■ Data enrichment and transformation
■ Customizable adapters
Spectrum eHealth
Event Management Automation & Analytics
3-rd party syndicated
service
3-rd party syndicated
service
Service Delivery Platform
Service Delivery Platform
B2B interface
Service Delivery Platform
Service Lifecycle
Performance Monitoring of Services, Resources and Customer transactions
■Tracking 100% of customer transactions
■Instant alerting on failed transactions
■Higher Availability and Performance
■Real-time monitoring of service
application and service lifecycle processes
performance
■ B2B SLAs
Network , Systems and Applications Management
■ Fault and performance management across applications, databases, systems, networks■ Service Management on Service and Resources Models
■ Correlations and Root Cause Analysis
WS-Eventing
WS-Eventing
IAM
Federated Identity Framework
■ SSO and access management for subscribes to services across domains
EXTENDED SOLUTION
Clarity
Service Assure Service Accounting Service Catalog Service Desk
Program and Portfolio Management
■Product Portfolio
Management
■Pipeline Management
■Idea-to-launch
management
■Project and Resources
Management
IntroscopeCustomer ExperienceManagement
IntroscopeCustomer ExperienceManagement