24x7 Management Paul Norris Vice President CA

Pre-Requisites & Assumptions Architecture & Design Disaster Recovery High Availability Load Balancing 24x7 Staffing Model Service Prioritization Change & Configuration Management Planned downtime? Upgrades & Maintenance Service disruption People, Process & Technology Cultural shift Silo’d alignment Tightly integrated solutions November 10, 2018 EITM Overview Copyright © 2007 CA

Service Management 3

Gemini Closing Statement Gartner has concluded that IT infrastructure and operations (I&O) organizations need to move from a traditional technology orientation (for example, focusing on platforms, storage, networks and databases) to an orientation that is centered on clients, processes and the delivery of services. Organizing for IT Infrastructure and Operations: Trends and Best Practices 23 January 2006 Donna Scott, Ed Holub, Jay E. Pultz November 10, 2018 EITM Overview Copyright © 2007 CA

Mapping IT services to the business process A service is a deliverable of the IT organization as perceived by the customers. Government Transportation State Employment Education Healthcare Taxes Client Systems Apps & DB’s Security Servers Storage Networks November 10, 2018 EITM Overview Copyright © 2007 CA

In Complex, Heterogeneous Environments, Little Issues Add Up 05:00 06:00 07:00 08:00 09:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 % available LAN/WAN 99% 99.9% 99.999% Systems Messaging SQL Server App Server Web Services End-User Service 80% Unavailable or Slow Available, Performant November 10, 2018 EITM Overview Copyright © 2007 CA

Increasing operational cost pressures in context of tightening budgets Cross Industry: IT Employees as a % of Total Employees1 Expectations for 2008 IT Budget – Decrease, Increase or Remain Same as 20072 Majority flat or decreasing WW According to Forrester Research, 70% of IT spend goes into day-to-day operations as opposed to being used for strategic purposes3 1 Gartner Inc., Worldwide IT Benchmark Report 2006: Volume 2: IT Spending & Staffing Analysis: Multi-Year Trends: Cross- Industry, Jed Rubin, Linda Tracy, Jamie K. Guevara, November,2005 IT employees as % of total employees is an additional measure of IT support and IT intensity from a human capital perspective.” and Gartner Inc., IT Spending and Staffing Report, 2008, Michael Smith, Barbara Gomolski, John P. Roberts, Robert De Souza, February 2008 2 Gartner, Inc., User Survey Analysis, Software Base Budget, Worldwide, 2007-2008, Joanne Correia, Laurie Wurster, April 2008 3 Forrester Research, Managing IT When Times Get Tough, Alex Cullen, Phil Murphy, March 2008 November 10, 2018 EITM Overview Copyright © 2007 CA 7

Service Availability 8

Managing the Business Process At-a-glance Status Organized by Business Unit, Business Process, Geography, etc. Availability and Key Performance Indicators Uptime / Downtime / Degraded Percentages MTTR / MTBF Open Issues Impacted Customers Actionable Root Cause November 10, 2018 EITM Overview Copyright © 2007 CA

Rapid Problem Identification & Optimized Infrastructure Management Business Service Dashboard Topological view – status of network, systems, and applications Alarm detail – powerful impact analysis, event correlation, and root cause analysis with recommended actions to isolate & fix problems Performance Applications Networks & Servers % Utilization Time Time Window = 1 hour Time Over Threshold = 15 min. Threshold = 60% Identify when something is too wrong for too long = User Defined Reduce noise by a factor of 25! Is performance unusual compared to normal behavior? Upper Threshold Lower Threshold % Utilization Time Window = 1 hour Time is Unacceptable = 15 min. Baseline Time = User Defined Automatically determines baseline values November 10, 2018 EITM Overview Copyright © 2007 CA

End to End Visibility Application Quality, Availability, and Triage End-User Performance Supporting Systems Availability and Performance Application Availability & Performance Applications Firewall Network Switch Load Balancer Portal Identity Manager Web Servers Router SAP PSFT Siebel 3rd Party Applications Databases Mainframe Database Web Services Infrastructure fault & performance management Network discovery & configuration Systems management & provisioning Network performance November 10, 2018 EITM Overview Copyright © 2007 CA

Example: Global Electronic Design Solution Provider World class electronic design innovator Increased reliance on disparate IT management technology Difficult, time consuming, ineffective, with application downtime Resolution: Consolidate 17 point products into 4 integrated single vendor solution Consolidate/integrate business, operational and app views Reduce tools costs, increase productivity, application availability November 10, 2018 EITM Overview Copyright © 2007 CA

Example: Financial Services Provider Provider of financial processing services to banks, retailers ATM transactions, loan approvals, credit card processing Needed Improved reliability/visibility to deliver premium service levels Greater ease, fewer more integrated tools/views for NOC shifts Reduced cost of operations, training and administration Achieved lower TCO, better MTTR with fault + perf. mgt. November 10, 2018 EITM Overview Copyright © 2007 CA