Partner DayMilano, 29 MaggioRoma, 31 Maggio

Qualità deiServizi Erogati

Roma , 31 Maggio 2012

Dario PattariniSr Consultant – Technical Sales

Partner Day

Flash

Partner Day

End-User Experience is much more importantincreased complexity

Traditional Services

VirtualAssets

PhysicalAssets

CloudServices

IT

BrokeredCloud Services

Private/HybridCloud Services

End-User Experience

$ Revenue Sources

Increased Complexity Impacts Service Quality and End-User Experience

Partner DayService Assurance

Trad

itio

nal

P

hys

ical

an

d V

irtu

al

Mai

nfr

ame

an

d D

istr

ibu

ted

Enterprise Controlled Service Assurance

Co

-Lo

cati

on

Paa

S

IaaS

SaaS

Clo

ud

Pro

vid

er

Serv

ice

Ass

ura

nce

Delivery Optionsfrom traditional to Cloud

Partner Day

Quality Health Risk

Service Operations Management

SLM

Performance ManagementDevice/ Traffic/Transaction

Discovery / Mapping/Real-Time

Service ImpactModel Based RCA

CapacityManagement

Predictive

Application Performance Management

Infrastructure Management

Service QualityService Operations Management

Constant Change

Partner Day6

Service Operations Managementa modern discipline

Physical & VirtualSystems &

Storage

SLAs Automation

SOM

Applications & Databases

Networks

Workloads Compliance, Security, etc.

Service Desk

Service Operations Management

Confidential CA SOI Sales Immersion Training Copyright © 2011 CA Technologies

Partner Day

Infrastructure ManagementA

PP

LIC

ATI

ON

AW

AR

E

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

7 Service Assurance for the New Normal Copyright © 2012 CA. All rights reserved.

Partner Day

Application Performance Management

8 Service Assurance for the New Normal Copyright © 2012 CA. All rights reserved.

BU

SIN

ESS

CEN

TRIC

MA

NA

GEM

ENT

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

Partner Day

Service Operations ManagementQ

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

9 Service Assurance for the New Normal Copyright © 2012 CA. All rights reserved.

Partner Day

Service operations management

Comprehensive domain management Service-aware domain discovery, root cause

analysis, performance management, triage and remediation

Unified event management Query, normalize, correlate cross-domain

events Manage and escalate alerts by policies

Dynamic business service modeling Real time cross-domain service discovery,

modeling and maintenance

Automated actions Initiates automated escalation,

synchronization and workflow based on service impact and risk

Integrated service level performance management

Service performance and comparison management

Contractual service level management

CA Service Operations Insight designed for the today’s dynamic business and IT environment

Service analytics and alerts Analytics and alerting for service quality,

availability, impact and risk

10 Introduction to Service Operations Management Copyright © 2011 CA. All rights reserved.

Partner Day

CA Service Operations Insightdesigned for the today’s dynamic business and IT environment

Service operations management

Comprehensive domain management Service-aware domain discovery, root

cause analysis, performance management, triage and remediation

Integrated service level performance management

Service performance and comparison management

Contractual service level management

Role-based real-time dashboards, technical consoles

Service analysis reports

Service dashboard

Operations consoleunified alerts

Operations consoleservice models

Service reports

Mobile UI

11 Introduction to Service Operations Management Copyright © 2011 CA. All rights reserved.

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

12 Introduction to Service Operations Management Copyright © 2011 CA. All rights reserved.

IT Executives

Operations Managers

Operations Support Staff

Service Desk & Change Managers

Service Level Managers

Domain Experts

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

Servicequality

Improve service predictability by pinpointing sources of risk to services across all technology domains – so you can address those issues before they impact quality

Servicepredictability

Optimize operations by automating escalations and remediation, thereby reducing triage and mean-time-to-repair of service issues, and improving communication and collaboration

Optimize

CA Service Operations Insight solutionbenefits

Lets you prioritize and resolve problems across your IT service supply chain—so you can minimize risks to your business

13 Introduction to Service Operations Management Copyright © 2011 CA. All rights reserved.

Partner Day

CA Executive Insightdemonstrate IT’s strategic value

SITU

ATI

ON

AL

AW

AR

ENES

S

High value metrics quickly and easily accessible to executives and key stakeholders

Freedom to connect, explore, share, and decide anytime anywhere

Keep on the pulse of potential risks and opportunities that impact business results

14 Service Assurance for the New Normal Copyright © 2012 CA. All rights reserved.

Partner Day

new business dashboardconnect, share, decide with interactive visualizations

Mobility Collaboration

Self-ServiceBusiness Optimized IT

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, decideanytime anywhere

Service Assurance for the New Normal Copyright © 2012 CA. All rights reserved.15

Partner Day

Industry Leaders Rely on Service Assurance from CA Technologies

16 Service Assurance for the New Normal Copyright © 2012 CA. All rights reserved.

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

95

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

Grazie!