Service Level Management Monitoring Architecture Business Services

Service Level Management

Monitoring Architecture Business Services Dashboard Domain Layer Network/IT Fault and Availability Network/IT Change and Configuration Application Traffic Performance Consolidation Layer Network/IT Performance and Capacity Network Security WEB app Security Discovery Services Business & Process Layer Consolidated Operations Console Business Services View Correlation, Aggregation & Filtering Service Level Management Business Impact Analysis Help Desk Service Desk Incident End User Management Change Problem Configuration Service Dependency Mapping Application Performance Management Business Process Management BUSINESS SERVICE MANAGEMENT Service Operations Automation Federated CMDB Knowledge Service Level IT SM

Agenda q CA Service Automation q CA Service Level Management q CA Oblicore Guarantee q Q&A

The End to End Service Delivery Chain Service Delivery Management Business Operational Areas Governed by Underpinning Contract Governed by Operational Level Agreement Governed by Service Level Agreement

the landscape Automation Maturity ic am n dy Dynamic Resource Allocation, Application portability O pe Be st R rati e e on ffo ad a rt y lly Ap Se C pl O rv En lou ic Aw a ab d tio rien ice ar n le te e d d > at M n > io at e— z z ali timi u irt op V > — e at id on c ol s at m y rit u o ut a e— Application deployment, process orchestration, Self-service portal, chargeback Provisioning, Dependency mapping, Configuration standardization Multi-vendor support, Patching, compliance, Configuration management Using scripts or tools from OS/ Virtualization / Hardware Vendor Organizational Control >> Value Operational Efficiency >> Competitive Advantage >>

The Technology Challenge: Managing Technologies vs. Services 05: 00 Web Server App Server Mainframe Database Network Application End-User Service 06: 00 07: 00 08: 00 09: 00 10: 00 11: 00 12: 00 13: 00 15: 00 16: 00 % available 99% And who is measuring the real user experience … and managing the whole service Managing Infrastructure Top-Down in Context of Services is Required Unavailable or Slow Available, Performing as Expected 6 14: 00 99% 99. 999% 99. 9% ?

Managing Service Delivery “At Every Level” Process centric Service centric System centric Component centric

Managing Service Delivery “At Every Level” Activation, Provisioning, Billing, Invoicing Process centric ERP, CRM , Desktops, Financials Service centric Unix, Linux, Microsoft, Oracle System centric Server, hub, switch, router, Other resources Component centric

the goat rodeo typical scenario in delivering a service 1 SERVICE MANAGER 2 REQUIRED FORMS NEW SERVICE REQUEST 3 REQUEST FOR SUPPORT REQUEST FOR IT RESOURCES DATABASE BUSINESS MANAGER 5 8 ROLES ESTABLISHED CUSTOMER 10 REQUEST FULFILLED AND APPROVED IT 4 OPERATIONS USER ID CREATED 11 SERVICE DELIVERED 9 PROVISION APPLICATIONS 6 REQUEST FOR ACCESS APPROVAL 7 SECURITY

digital feng shui automated enterprise service delivery – desired state BUSINESS MANAGER CUSTOMER

Manual SLM § Inherits contracts which are § Reporting is reactive. § Service Delivery wildly different from one § Alerting is not present. Manager uses the another. systems that are in place § Problems cannot be corrected. § Similar contracts managed has and assembles final reports manually. differently. Cannot admit failure so often “satisfices” and hopes the customer doesn’t notice. § Data Collection is labor intensive. § Managing exceptions is problematic.

The Oblicore Concept = SLM Report Design 4. 1. Service Contract 3. Publish 2.

Service Contract Publish • For any type of Service • For any type of Contract Party • For any Aspect of the Service • Service Lifecycle Management Contractual Financial Operational Service Provision Design Technical Business Service Provision Report Service Provision The Oblicore Concept – Service at the Center Suppliers Customers Internal Vendors Partners Out Sourcers

The Oblicore Concept – Design the Services Report 1. Design Service Contract Publish • Design management from concept to retirement • Change control over all phases (using version control) • ITIL v 3 Service Process Management concepts (Re-Use) • Template based service design & specification

The Oblicore Concept – Publish the Services Report Design Service Contract 2. Publish • Online publication of Service Portfolio Cataloges • Secure access based on Roles & Permissions • Hardcopy output in MS Word / PDF formats • Portal integration capabilities – MS Sharepoint, etc.

The Oblicore Concept – Contract the Services Report Design Operational Service 3. Contractual Terms & Conditions Publish Price Cost • Wizard driven service contract generation • Template based design workflow (with workflow approval) • Captures all aspects of Service Contracts • SLAs/OLAs/UPCs managed with full version & status control

The Oblicore Concept – Report on the Services 4. Report Design Service Contract Publish • Compliance and Operational Reporting (SOX) • Dashboards with contractual and current status • Proactive alarms (predictive, trending, aggregated, . . . ) • Service feedback reporting

Oblicore Guarantee Dashboard

Ability to rapidly diagnose problems

Oblicore Guarantee From Catalog to Contract From Contract to Performance Contracts Service Portfolio Products üStandardization üLife Cycle Promise Management üCapture ALL aspects üSingle Repository Metric üReduce Cost/Contract Service Report, DB, Alerts SLA OLA üIntegrated Reporting üBusiness Impact UPC Performance üFinancial üOperational üContractual

Typical Areas for Business Benefit from Oblicore Cost & Productivity Profitability & Revenue Business Risk Benefit • Reduce Effort Required to manage service catalogs, service agreements and reports • Reduce Report Maintenance & increase Accuracy Benefit • Proactive Penalty Prediction & Avoidance & Recovery • Right-Source : deliver what’s been promised Benefit • Be in control of the service delivery chain across the organization: who delivers what, when, where and why • Future Proof Investment in Service Level Management • Enable “Economies of Scale” in your sourcing and provisioning strategy through standardization • Reduce Headcount & Increase Productivity • Right-Source : order what’s needed • Improve Accountability Relative to Competition • Reduce Disputes • Reduce Overdelivery • Optimise Service Catalogue Content • Manage internal and external Service Level commitments • Improve Organizational Accountability

With CA Oblicore Guarantee, CA Can Help You Service Level Manager • Better communicate the business value of IT • Meet business expectations for service quality • Better allocate finite resources by managing business demand for quality • Maximize value from cloud service providers CIO • Establish clear mutual understanding of service level requirements • Standardize SLM process • Take corrective action to meet business expectations • Reduce cost of manual data gathering and reports Vendor Manager • Better negotiate and manage relationships with cloud service providers: “trust but verify” • Recoup penalties, reduce disputes • Incentivize the performance you need

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