case study: saic provides full lifecycle monitoring services to the public sector

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Case Study: SAIC Provides Full Lifecycle Monitoring Services to the Public Sector

John W. Smith, Jr. and

Shawn Lynch

DevOps: Agile Ops

SAIC

DO5X143S


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Terms of this Presentation


Abstract

Sometimes making a federal case for something is a good thing. Join this public sector managed services provider (MSP) to learn how they created an integrated service management enter to supply state and local government with 24/7 IT services with CA Unified Infrastructure Management (CA UIM). This session will explain the best practices required to provide full lifecycle services and solutions in the U.S. federal government, state, local and global commercial markets, specializing in providing a broad range of higher-end, differentiated technical capabilities.

Shawn LynchSAIC

NOC Manager

John W. Smith, Jr.SAIC

VP, Director, ITTS


Agenda

INTRODUCTION

ISMC MANAGED SERVICES

QUESTIONS

STRATEGIC ALLIANCES

UNIFIED INFRASTRUCTURE MANAGEMENT

ISMC NETWORK OPERATIONS CENTER (NOC)

1

2

3

4

5

6


SAIC

Science Applications International Corporation (SAIC), provides a full spectrum of IT and technical

engineering life cycle services to the U.S. government, state and local government and

commercial businesses. As our customers face shrinking budgets and more complex operating

environments, SAIC uses industry-recognized and certified processes to help our customers meet

their mission objectives. For over 45 years, we've applied unique, integrated solutions to enable

customers to achieve success in the most cost effective and efficient manner. Fast Facts:

– Over 13,000 employees

– 1500+ contracts

– $4.0 Billion in revenue

Introduction


ISMC

Integrated Services Management Center– SAIC’s multi-tenant IT Services Management and Delivery Center

– Multiple Physical Locations Oak Ridge, TN (Headquarters) Broomfield, CO (Disaster Recovery) Somerset, KY Morrisville, NC

– Over 2300 employees

– ISO:20000, ISO:27001, ISO:9000 Certified

– ITIL Best Practices

Introduction


ISMC Managed Services

Operational and Maintenance Support– Network Administration

– Database Administration

– Systems Administration

Operations Management– Data Center Operations

– Backup & Restore Services

Support for ServiceNow and Remedy

Overview


ISMC Managed Services

Enterprise Operations Center (EOC)– Network Operations Center (NOC)

– Security Operations Center (SOC)

– Video Operations Center (VOC)

– Network Information Center (NIC)

End-User Support– Service Desk

– Deskside and Desktop Services

Overview


SAIC

Strategic Alliances

Strategic Alliance relationships represent the highest amount of strategic value to SAIC from its provider portfolio. They add this significant value by enabling the development and delivery of robust and repeatable solutions which increases SAIC value in the market and to its customers.


SAIC

TODAY…SAIC uses CA United Infrastructure Management (CA UIM), a powerful platform to deliver SAIC IT Service Management. With CA UIM, SAIC customers can create a holistic view of critical systems and services by consolidating multiple IT monitoring tools into a unified, easy-to-manage platform.

TOGETHER…SAIC and CA Technologies can help customers simplify and solve their most challenging IT problems, by delivering innovative solutions and services to ensure stability of IT infrastructure, enable rapid application delivery and making security an enabler of the mission.

As a CA Technologies Premier Partner, CA will provide SAIC with all of the enhanced technology, marketing and sales benefits attributed to a CA Premier level partner. SAIC’s marketing and sales support will, extend CA’s presence within the U.S. market with a focus on the public sector.

Objective of the Relationship

http://www.ca.com/us/products/name-finder-results.aspx?id=4CA37079-4AAB-4FAE-BBC5-586DF61B5418


CA Unified Infrastructure Management

The Integrated Service Management Center (ISMC) supplies 24/7 IT services through CA Unified Infrastructure Management using repeatable processes to provide full life-cycle services and solutions to our customers

Shawn Lynch

SAIC

NOC Manager


Unified Infrastructure Management

Primary tool used by the ISMC NOC for monitoring

Ease of set up allows for a repeatable service offering

Multi-tenant solution simplifies deployment

Custom solutions based on customer need

Easily adapted to use with custom middleware software

ISMC NOC

Requirements Solution Configuration Verification


Unified Infrastructure ManagementArchitecture

Customer HUB

Ticketing System

CMDB

Advanced Incident

Management (AIM)

Unified Infrastructure

Management

Suppression

Probes SNMP ICMP


ISMC NOC

Repeatable Processes– ITIL– ISO: 20000– ISO: 9000– ISO: 27001

Bridge IT Gap– Service Desk– NOC– IT Support

Benefits

Customer

NOCService

DeskIT Support

UIM


ISMC NOC

Single monitoring tool

Intelligent ticket routing

Correlation of events

Single location for dashboards

Robust reporting (scheduled and ad hoc)

Custom solutions

UIM—Customer Requests


ISMC NOC

Single point of monitoring for infrastructure

Single view of full incident flow– Alarm information

– Customer ticketing information

– Status of alarm handling

Improved portal views via USM– Live view of lnfrastructure

– Historic views and ad hoc reporting

UIM—Meeting Customer Needs


ISMC NOC

Tiered managed services

Vendor relations– Carrier

orders/disconnects/troubleshooting

– RMA support

– Procurement and inventory management

Device Management– Configuration support

– Device upgrades

NOC—Meeting Customer Needs


ISMC NOC

Tools being considered to improve capabilities:– CA Data Center Infrastructure Management

– CA Application Performance Management

– CA Capacity Management

– CA Network Flow Analysis

Future Tools


Q & A


Recommended Sessions

SESSION # TITLE DATE/TIME

DO5T27T Introduction to CA Virtual Network Assurance 11/19/2015 at 3:45 pm

DO5X213LIncrease Your Speed to Manage with CA Performance

Management Self Certification 11/19/2015 at 4:30 pm

DO5T17S

University of Chicago Achieves High Availability through

a Centralized and Service Centric Approach to IT

Monitoring

11/19/2015 at 4:30 pm

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Must-See Demos

CA Performance Management

Theater 5

Service Operations Insight

Theater 5

CA Unified Infrastructure Management

Theater 5

CA Virtual Network Assurance

Theater 5

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Follow On Conversations At…

Smart Bar

Service Operations Insight

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Tech Talks

Capacity Manager

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For More Information

To learn more, please visit:

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CA World ’15

http://cainc.to/Nv2VOe

http://bit.ly/1wbjjqX

case study: saic provides full lifecycle monitoring services to the public sector

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