Zen and the art of IT ManagementCore, or chore: Choices in IT ManagementJohn Michelsen, CTO, CA Technologies

Copyright © 2012 CA. All rights reserved.

(Not me.)

John Michelsen, CTOCA Technologies

About CA Technologiesleading the way globally

The CA Technologies difference:

• Broad and deep portfolio of solutions that deliver results across the entire business services lifecycle

• Innovation through organic investments and acquisitions

• Customer choice: multi-platform and system agnostic, consume software the way you want – on-premise, on-demand, service providers

*Forrester Research, Inc., “Who’s Who In IT Management Software 2.0”, August 17, 2010** IDC, “Worldwide Cloud Systems Management Software, 2011-2015 Update and 2010 Vendor Shares”, Document No. 231493, November 2011.

MARKET LEADERSHIP

One of the Forbes World’s Most Innovative Companies

RANKED #1 in Forrester’s list of IT Management Software Vendors by Revenue.*

RANKED #2 Cloud Systems Management Software Vendor**

One of Fortune Magazine’s Most Admired Companies (software industry)

One of Newsweek’s Top 10 greenest companies

30+ years managing complex IT environments

$4.8 billion annual revenue & strong profit

Copyright © 2012 CA. All rights reserved.

The age of innovation

88% newcommercial

enterprise apps will move to

the cloud

CLOUDCOMPUTING

30 billion pieces of

content shared on Facebook every month

SOCIALNETWORK

2-7 Zetabytes90% unstructured

BIG DATAANALYTICS

Mobile web bigger than

desktop internet by 2015

MOBILEDEVICE

15 billion networked

devices by 2015

INTERNET OF THINGS

67% of CIOs see their role evolving to Chief Innovation Officer1

1 IDC, “Top 10 Predictions, Worldwide CIO Agenda 2012 Top 10 Predictions,” IDC #232816, January 2012.

Challenges making this transformation

Can’t bring new ideas to market quickly enough

Current IT is expensive to sustain and maintain

Security risks are increasing dramatically

Strategies for driving business innovation

DRIVE INNOVATION

FREE UP RESOURCES

REDUCE RISK

Racing Tires

Acceleration

Steering input “You only have 100% available.

How do you allocate it?”

IT Management

Innovation

KTLO

b

Consistent performance

Minor investment in time, money,

expertise

Outsourced maintenance

teams (local garage)

No tools required

choremaintenance:

t

Peak performance

Major investment in time, money,

expertise

Dedicated maintenance

teams (pit crew)

Specialty tools requiredcoremaintenance:

“RIGHT WAY”

THERE IS NO SINGLE

Too much work with too few resources

Efforts to “keep the lights on” interferes with the innovation imperative

Lack of visibility into public/private IT impacts quality of services

Too much work for too few

people?

Limited visibility into IT systems

and operations?

“Keeping the lights on”

interfering with innovation?

Constrained by heavy installs,

or rigid ITIL processes?

Profile: Essential IT Management

Trouble managing

performance at enterprise

scale?

Escalating complexity &

service delivery costs?

Disjointed view of infrastructure

health and performance?

Technology and process sprawl

preventing effective

collaboration?

Profile: Comprehensive IT Management

Increasing complexity from more data, services, channels, locations, endpoints, infrastructure

Consumerisation of IT

Use of social media

Increasingly mobile/distributed workforce

Expansion into new territories

Cloud computing

Rapidly expanding volumes of data

0% 10% 20% 30% 40% 50% 60%

31%

35%

35%

36%

39%

53%

What do you think are the most significant drivers for change in the IT department?

Source: CA Technologies Research, The Future Role of the CIO, Dec 2011, n=685

Too much KTLO

63%

37%Maintaining Current SystemsDelivering New Business Services

“What percent of your IT spending today is allocated to the following?

Source: The Innovation Imperative, CA Technologies Research conducted by IDG, August 2012.Base: Total 800, NA 150; EMEA 300; APAC 275; LA 75

So most decision-makers want IT to improve efficiency, streamline process, increase capacity for innovation

Improve our customer management capabilities

Lower IT's operational costs to free up money for new initiatives

Increase IT capacity/resources to drive business innovation

Improve or streamline business process

Improve the efficiency of IT

60% 62% 64% 66% 68% 70% 72% 74% 76%

66%

67%

71%

74%

75%

Top five IT management priorities - Enterprises* - “Which of the following initiatives are likely to be your organization’s top management priorities over the next 12 months?”

Base: 1,531 IT decision-makers*Percent of respondents indicating this was a high or critical prioritySource: Forrester Research, Inc., “2012 IT Budget Planning Guide For CIOs”, October 27, 2011

Challenge To maintain service levels

for 8,700 client orgs and 6 million end-users

To resolve IT performance problems quickly, efficiently

Result – Transforming ITSolution CA Service Assurance

solutions to evaluate network performance, capture metrics, and identify root cause of problems

Jack Henry & Associates safeguard service quality for 8,700 companies

Faster problem resolution

More cost-effective and efficient IT operations

Improved customer service, satisfaction levels

Jack Henry & Associates, Inc. processes transactions, automates business processes, and manages mission-critical information for more than 11,200 financial institutions and corporate entities.

Challenge To better identify and fix

availability and performance issues

To more effectively communicate status to end user community

Result – Transforming ITSolution CA Infrastructure

Management solutions for broad experience monitoring from 60 locations in 30 countries

Wikimedia Foundation found an easy, affordable way to track, optimize and report on the user experience

Improved service levels

Reduced downtime, cost

Better user experience

Built credibility, goodwill

The Wikimedia Foundation operates some of the largest collaboratively edited reference projects in the world, including Wikipedia, a top-ten Internet property.

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Infrastructure Management

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