case study: bluecross blueshield of tennessee evolves its it operations as ca evolves its network...

World®’16

CaseStudy:BlueCrossBlueShieldofTennesseeEvolvesItsITOperationsasCAEvolvesItsNetworkExperienceAnalysisPortfolio

DaveMoserJr.- InfrastructureOperations- BlueCrossBlueShieldofTennessee

DO4X112S

DEVOPS– AGILEOPERATIONS

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©2016CA.Allrightsreserved.Alltrademarksreferencedhereinbelongtotheirrespectivecompanies.

Thecontentprovidedinthis CAWorld2016presentationisintendedforinformationalpurposesonlyanddoesnotformanytypeofwarranty. The informationprovidedbyaCApartnerand/orCAcustomerhasnotbeenreviewedforaccuracybyCA.

ForInformationalPurposesOnlyTermsofthisPresentation

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Abstract

Toleveragemodernnetworkarchitecturesforinnovativehealthcareservicedelivery,BlueCrossBlueShieldofTennessee(BCBSofTN)understandsthatitssystemsandnetworkmanagementstrategiesandprocessesneedtomatureaswell.Inthissession,you’lllearnhowBCBSofTNhasevolveditssystemsandnetworkmanagementtoCAinfrastructuremanagementsolutions,isrealizingthefullbenefitsoftransitioningitsCAeHealth®platformtoCAPerformanceManagement,andistakingadvantageofanetworkexperienceanalysisportfoliotofuture-proofitsdatacenterinvestmentsandreliablydelivernewdigitalhealthcareservicesintoday’sappeconomy.

DaveMoserJr.BlueCrossBlueShieldofTennesseeInfrastructureOperations

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Agenda

THESTARTOFOURENTERPRISEMANAGEMENTSTORY

CAN’TFORGETTHENETWORK

BENEFITSANDCONCLUSIONS

COLLABORATIONWITHCA

RESULTSOFINITIALEFFORTS

NEWOPPORTUNITIESANDFOCUSAREASINMODERNNETWORKMONITORING

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3

4

5

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“Let’sGetToKnowEachOther”

§ Folksintheaudience– Managers?– Administrators?– EndUsers/LinesOfBusinessteammembers?

§ CAWorldveterans

§ Enterprisemonitoring!

§ BCBST’sjourney

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InTheBeginning…

§ Chaos– 75separatetoolsusedformonitoring– Nocentralizedteamorprocesses– Outageswithin“siloareas”

§ Solution(insertsarcasmhere…)– Oneinexperiencedteammember

§ CASpectrum®

§ CAeHealth®

§ CAApplicationPerformanceManagement

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NextSteps

§ MonitoringTeamInitialProgress

Added2nd teammemberforbackup

Begantorationalizetools

Added3rd teammember- Servers

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“Real”EnterpriseMonitoringBegins

§ Toolrationalizationcontinues/educationbegins

§ PartneredwithCAtodefinestrategy

§ CA’sEnterpriseManagement– CASpectrum– infrastructure(BCBST’ssinglepane

ofglass)– CAeHealth– infrastructureperformance(server,

network,deviceperformance)– CAApplicationPerformanceMonitoring– detailed

applicationmonitoring

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IdentifiedGapsInMonitoringStrategy

§ Newvirtualizedenvironment

§ IBMAIXinfrastructure

§ Noprogrammaticapproachtoprepareusers

§ Reactivenotproactive

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ContinuedCollaborationWithCA

§ CAVirtualAssuranceforInfrastructureManagers

§ CASystemsPerformanceforforInfrastructureManagers(f/k/aCASystemEDGE)– AddressedvirtualizedandAIXenvironments– Lackedperformancecapability– UIwasunderwhelming

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WhatAbouttheNetwork?

§ Networkteamrequiredvisibilitytotraffic– Novisibilitytoflowsandproblems

§ Monitoringteamwasn’tprepared– Apatterndeveloped– Reactivesolutions

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AdditionalCollaborationandProblemSolvingWithCA

§ Proposedsolutiontothenetworkteam’srequest– NetQoSsolutionsCApurchased– CAServices(design,installationandknowledgetransfer)

§ Duetolimitedcapabilities

§ Providedvisibilityfornetworkteam

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ResultsofInitialEfforts

§ Monitoringteamshowingvalue– MeanTimeToResolution(MTTR)– significantlyimproved– EnterpriseCommandCenter(ECC)– communicationsimproved– Customerserviceimprovedduetovisibility

§ Breakingdownsilos– Improvedproblemsolvingandtroubleshooting– Improvedmoraleandjobsatisfaction

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Success…CreatesaGoodMonster

§ Added4th teammemberforCANetQoSproducts

§ Networkperformancehasimprovedduetovisibility

§ NewrequestsfromOpsTeams– Infrastructure,network,applications,ECC– Overwhelming– strugglingtokeepupwithdemand

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NewOpportunitiesandFocusAreas

§ Addresscomplianceandinternalauditissues– NetworkteamtouseSNMPv3

§ CAeHealthdoesn’tsupportSNMPv3out-of-the-box

§ WorkingwithCAtoresolve

§ FollowingKISSmethodologywithotherteams– Thirdpartyapplications

– Ensuringmonitoringrequirementsareincludedwithrequirements

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InsertCAPerformanceManagement

§ WorkedwithCAagain– CAPerformanceManagementnotanoption– ourstandardis

Windows

§ WhataboutCAeHealth?– Reviewedproductroadmapandstrategy– DiscussedusingCAUnifiedInfrastructureManagement(CAUIM)

§ Betterdashboards,reporting,CA’sfuturedirection

§ CollaborationwithCAenhancedourstrategy– CAUIMcapabilities– Bettersystemmonitoring

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CASpectrum/CAUIMIntegration

§ PilotedCASpectrum/CAUIMIntegration1.0– Coordinatedwith:

§ CApresales

§ CAproductmanagement

§ CAsupportanddevelopment

– Improvedintegrationandfunctionality

§ Addressgaps– Automationof“cleared”alarms– Improvedinventoryaccuracy

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ListeningtoOurCustomers

§ Toavoidrepeatingpastmistakes– ProactivelymeetingwithOpsteamsandendusers

– BringingCApresalesandproductteamstomeetings

– MonitoringisconsideredduringapplicationPOCs

§ Forexample:– Networkteamevaluatingsoftware-definenetworking(SDN)

– CAVirtualNetworkAssurance

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HowtoSolveMonitoringSDN?

§ RevisitCAPerformanceManagementagain– Toughselltomanagement– Addressestwoproblems

§ SNMPv3supportedout-of-the-box

§ SDN-ready!

§ CAPerformanceManagementinstalledintestenvironment– TestingQ42016– ProductionreadyJanuary2017

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Benefits§ WhyUseCAPerformanceManagement?

– Performance§ DashboardsprovidevaluableandtimelyinformationtoSMEs

§ Speedofrunningreports

– Metrics§ Bettercorrelation

§ Betterprediction– smartthresholds,trending

– SNMPv3nativesupport– SupportforSDNandcloud– Reducedadministration

§ Enterprisemonitoringteamimprovingprocessesandpractices

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Summary§ Whyhasenterprisemonitoringbeensuccessful?

– Leadership– People– Processes

§ Actwitha senseofurgency– MuststartwithVersion1– Don’tbescaredtofail– BeAgile– Iterate– WorkwithyourCATeamfortrueDevOpscollaboration

§ Thingsarenotperfect– youhavetowork!

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FinalThought

Wewillencounterproblemsnextyear,buttheywon’tbethesameproblemswesolvedthisyear.Throughhardwork,awellplannedstrategy,andcollaborationwithourCATeam,wewill

continuetoadvanceourEnterpriseMonitoringProgram.

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Thankyou.

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