1. 24x7 Management
Paul Norris
Vice President CA

2. 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, EITM Overview Copyright © 2007 CA

3. Service Management 3

4. 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, EITM Overview Copyright © 2007 CA

5. 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, EITM Overview Copyright © 2007 CA

6. 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, EITM Overview Copyright © 2007 CA

7. 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, 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, , Joanne Correia, Laurie Wurster, April 2008
3 Forrester Research, Managing IT When Times Get Tough, Alex Cullen, Phil Murphy, March 2008
November 10, EITM Overview Copyright © 2007 CA 7

8. Service Availability 8

9. 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, EITM Overview Copyright © 2007 CA

10. 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, EITM Overview Copyright © 2007 CA

11. 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, EITM Overview Copyright © 2007 CA

12. 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, EITM Overview Copyright © 2007 CA

13. 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, EITM Overview Copyright © 2007 CA