Service Level Management

Monitoring Architecture

Federated CMDBFederated CMDB

Business & Process Layer

Consolidation Layer

Domain Layer

Correlation, Aggregation &

Filtering

Consolidated Operations

Console

Service Dependency

Mapping

Business Services View

Business Impact

Analysis

Service Level Management

End User Management

Application Performance Management

Business Process

Management

Network/IT Performance and Capacity

Network/IT Fault and

Availability

Network/IT Change and

Configuration

Network Security

Application Traffic

PerformanceDiscovery Services

WEB app Security

Help Desk

Service Desk

Incident

Problem

Change

Configuration

Knowledge

Service Level

Business Services Dashboard

Service Operations Automation

Agenda

CA Service Automation

CA Service Level Management

CA Oblicore Guarantee

Q&A

The End to End Service Delivery Chain

Governed by Service Level Agreement

Service Delivery Management

Governed by Underpinning Contract

Governed by Operational Level Agreement

BusinessOperational

Areas

the landscape

Organizational Control >>

Using scripts or tools from OS/Virtualization /

Hardware Vendor

Using scripts or tools from OS/Virtualization /

Hardware Vendor

Multi-vendor support, Patching, compliance,

Configuration management

Multi-vendor support, Patching, compliance,

Configuration management

Provisioning, Dependency mapping,

Configuration standardization

Provisioning, Dependency mapping,

Configuration standardization

Operational Efficiency >>Competitive Advantage >>

Opera

tiona

lly

Ready

Applic

ation

Aware

Serv

ice

Orient

ed

Cloud

Enab

led

Automation Maturity

Application deployment, process orchestration,

Self-service portal, chargeback

Application deployment, process orchestration,

Self-service portal, chargeback

Dynamic Resource Allocation, Application

portability

Dynamic Resource Allocation, Application

portability

Best e

ffort

Value

conso

lidate

—>

optimize

—>

auto

mate

—>

dynam

ic

Virtualiz

ation M

aturit

y

The Technology Challenge:

Unavailable or Slow Available, Performing as Expected

Web ServerApp ServerMainframeDatabaseNetworkApplicationEnd-User Service

05:00 06:00 07:00 08:00 09:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00

99%

99%

99.9%

99.9%

99.999%

99.9%

?

% available

And who is measuring the real user experience … and managing the whole service

6

Managing Technologies vs. Services

Managing Infrastructure Top-Down in Context of Services is Required

Component centric

System centric

Service centric

Managing Service Delivery “At Every Level”

Process centric

Component centric

System centric

Service centric

Managing Service Delivery “At Every Level”

Process centric

Server, hub, switch, router, Other resources

Unix, Linux, Microsoft, Oracle

ERP, CRM , Desktops, Financials

Activation, Provisioning, Billing, Invoicing

the goat rodeotypical scenario in delivering a service

DATABASE

OPERATIONS

SERVICEMANAGER

BUSINESS MANAGER CUSTOMER

APPLICATIONS

SECURITY

IT

REQUIRED FORMS

NEW SERVICE REQUEST

REQUESTFOR SUPPORT

REQUEST FOR IT RESOURCES

PROVISION APPLICATIONS

SERVICE DELIVERED

REQUEST FULFILLEDAND APPROVED

USER ID CREATED

ROLES ESTABLISHED

ACCESS APPROVAL

REQUEST FOR ACCESS

3

1

2

8

5 6

11

9

7

4

10

BUSINESSMANAGER

CUSTOMER

digital feng shui automated enterprise service delivery – desired state

Manual SLM

The Oblicore Concept = SLM

The Oblicore Concept – Service at the Center

• For any type of Service • For any type of Contract Party• For any Aspect of the Service• Service Lifecycle Management

The Oblicore Concept – Design the Services

• Design management from concept to retirement• Change control over all phases (using version control)• ITIL v3 Service Process Management concepts (Re-Use)• Template based service design & specification

The Oblicore Concept – Publish the Services

• Online publication of Service Portfolio Cataloges• Secure access based on Roles & Permissions• Hardcopy output in MS Word / PDF formats• Portal integration capabilities – MS Sharepoint, etc.

The Oblicore Concept – Contract the Services

• Wizard driven service contract generation• Template based design workflow (with workflow approval)• Captures all aspects of Service Contracts• SLAs/OLAs/UPCs managed with full version & status control

ContractualContractual

OperationalOperational

Terms & ConditionsTerms & Conditions

PricePrice

CostCost

The Oblicore Concept – Report on the Services

•Compliance and Operational Reporting (SOX)• Dashboards with contractual and current status• Proactive alarms (predictive, trending, aggregated, ...)• Service feedback reporting

Oblicore Guarantee Dashboard

Ability to rapidly diagnose problems

Oblicore Guarantee

From Catalog to Contract From Contract to Performance

Service

Metric

Service Portfolio Products

Report, DB, AlertsContracts

Promise PerformanceStandardizationLife Cycle ManagementCapture ALL aspectsSingle Repository Reduce Cost/Contract

Integrated ReportingBusiness Impact

FinancialOperationalContractual

Profitability & Revenue

Benefit•Proactive Penalty Prediction & Avoidance & Recovery

•Right-Source : deliver what’s been promised

•Right-Source : order what’s needed

•Improve Accountability Relative to Competition

•Reduce Disputes•Reduce Overdelivery•Optimise Service Catalogue Content

Cost & Productivity

Benefit•Reduce Effort Required to manage service catalogs, service agreements and reports

•Reduce Report Maintenance & increase Accuracy

•Enable “Economies of Scale” in your sourcing and provisioning strategy through standardization

•Reduce Headcount & Increase Productivity

Business Risk

Benefit•Be in control of the service delivery chain across the organization: who delivers what, when, where and why

•Future Proof Investment in Service Level Management

•Manage internal and external Service Level commitments

•Improve Organizational Accountability

Typical Areas for Business Benefit from Oblicore

With CA Oblicore Guarantee, CA Can Help You

• Better communicate the business value of IT

• Meet business expectations for service quality

• Better allocate finite resources by managing business demand for quality

• Maximize value from cloud service providers

• Establish clear mutual understanding of service level requirements

• Standardize SLM process• Take corrective action to

meet business expectations• Reduce cost of manual data

gathering and reports

• Better negotiate and manage relationships with cloud service providers:“trust but verify”

• Recoup penalties, reduce disputes

• Incentivize the performance

you need

CIOService LevelManager

VendorManager

Questions

Thanks

terms of this presentation

This presentation was based on current information and resource allocations as of May 14, 2010 and is subject to change or withdrawal by CA at any time without notice. Notwithstanding anything in this presentation to the contrary, this presentation shall not serve to (i) affect the rights and/or obligations of CA or its licensees under any existing or future written license agreement or services agreement relating to any CA software product; or (ii) amend any product documentation or specifications for any CA software product. The development, release and timing of any features or functionality described in this presentation remain at CA’s sole discretion. Notwithstanding anything in this presentation to the contrary, upon the general availability of any future CA product release referenced in this presentation, CA will make such release available (i) for sale to new licensees of such product; and (ii) to existing licensees of such product on a when and if-available basis as part of CA maintenance and support, and in the form of a regularly scheduled major product release. Such releases may be made available to current licensees of such product who are current subscribers to CA maintenance and support on a when and if-available basis.  In the event of a conflict between the terms of this paragraph and any other information contained in this presentation, the terms of this paragraph shall govern.

for information purposes only

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