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Qualità dei
 Servizi Erogati

 Dario Pattarini
 Sr Consultant – Technical Sales

 Roma , 31 Maggio 2012




 Partner Day
Milano, 29 Maggio
Roma, 31 Maggio
Flash




        Partner Day
End-User Experience is much more important
increased complexity




          Cloud
        Services                                              End-User Experience
                                        Brokered
                                     Cloud Services

       Virtual
       Assets
                                     Private/Hybrid
         Physical
                                     Cloud Services
                                                              $ Revenue Sources
          Assets
                         IT
                                       Traditional
                                        Services




Increased Complexity Impacts Service Quality and End-User Experience



                                                                Partner Day
Traditional
                              Physical and Virtual
                       Mainframe and Distributed




                                  Co-Location
                                                                                               Delivery Options
                                                                                               from traditional to Cloud




                                            IaaS




                                           PaaS
                                                     Enterprise Controlled Service Assurance




                                            SaaS


                      Cloud Provider
 Service Assurance




                     Service Assurance
Partner Day
Service Quality
Service Operations Management
                      Service Operations Management
                       Quality         Health      Risk




                                       SLM

                                    Capacity
                                  Management
                                   Predictive

                              Service Impact
                             Model Based RCA

                         Performance Management
                         Device/ Traffic/Transaction


                      Discovery / Mapping/Real-Time



        Application
                                                          Infrastructure
       Performance
                                                          Management
       Management                Constant Change
                                                                      Partner Day
Service Operations Management
a modern discipline


                         Service Desk                          SLAs                 Automation




                                                                                    Compliance,
                            Workloads                          SOM                  Security, etc.




                          Physical & Virtual
                                                           Applications &
                             Systems &                                               Networks
                                                            Databases
                              Storage



                                     Service Operations Management
6   Confidential CA SOI Sales Immersion Training Copyright © 2011 CA Technologies                    Partner Day
Infrastructure Management


                             Redefine infrastructure management to become application aware
    APPLICATION AWARE




                        Discover infrastructure,                       Standardize                       Optimize system
                        map & dynamically                             management and                     behavior and predict
                        maintain relationships                        triage across physical,            end-user problems
                                                                      virtual, and cloud                 before they occur




7                       Service Assurance for the New Normal Copyright © 2012 CA. All rights reserved.
                                                                                                                       Partner Day
Application Performance Management


    Monitor all transactions & applications 24x7 to meet customer expectations objectives
    BUSINESS CENTRIC MANAGEMENT




                                  Deliver end-to-end                            Link user experience
                                  transaction visibility                        with business impact to            Accelerate triage and
                                  across physical, virtual                      prioritize problem                 root cause diagnostic
                                  and cloud                                     resolution




8                                 Service Assurance for the New Normal Copyright © 2012 CA. All rights reserved.
                                                                                                                                 Partner Day
Service Operations Management


                                 Improve service quality and predictability while lowering IT support costs
    QUALITY AND PREDICTABILITY




                                   Model & monitor                               Analyze how apps &               Pinpoint root cause
                                  services end-to-end                           components from each              and mitigate risk across
                                  based on data from CA                         technology silo impact            traditional and hybrid
                                  & 3rd party tools                             service delivery                  environments




9                                Service Assurance for the New Normal Copyright © 2012 CA. All rights reserved.
                                                                                                                                Partner Day
CA Service Operations Insight
designed for the today’s dynamic business and IT environment

                                                                                                Service performance and comparison
                        Integrated service level                                                 management
                       performance management                                                   Contractual service level management


                  Service operations management
                                                                                                Initiates automated escalation,
                              Automated actions                                                  synchronization and workflow based on
                                                                                                 service impact and risk

                                                                                                Analytics and alerting for service quality,
                       Service analytics and alerts                                              availability, impact and risk

                                                                                                Real time cross-domain service discovery,
               Dynamic business service modeling                                                 modeling and maintenance


                                                                                                Query, normalize, correlate cross-domain
                       Unified event management                                                  events
                                                                                                Manage and escalate alerts by policies

                                                                                                Service-aware domain discovery, root cause
              Comprehensive domain management                                                    analysis, performance management, triage
                                                                                                 and remediation




10   Introduction to Service Operations Management Copyright © 2011 CA. All rights reserved.                           Partner Day
CA Service Operations Insight
designed for the today’s dynamic business and IT environment

                                                                                                Service performance and comparison
                        Integrated service level                                                 management
                       performance management                                                   Contractual service level management


                  Service operations management
                                                                                                Role-based real-time dashboards,
                                                                                                 technical consoles
                                                                                                Service analysis reports


         Service                     Operations console                 Operations console
        dashboard                     service models                      unified alerts




                         Mobile                                            Service
                          UI                                               reports




                                                                                                Service-aware domain discovery, root
              Comprehensive domain management                                                    cause analysis, performance
                                                                                                 management, triage and remediation




11   Introduction to Service Operations Management Copyright © 2011 CA. All rights reserved.                        Partner Day
CA Service Operations Insight
 aligns operations with the business

                                                                  Optimized
                                                                  operations

                                                            Automated actions
                                                             for remediation
IT Executives                                                                                       Service Desk &
                                                               Common                               Change Managers
                                                        understanding of service
                                                            quality and risk


                                                                   Common
                                                                    view of
                                                                   services
Operations                                                                                             Service Level
Managers                                                                                               Managers




      Operations                                                                                   Domain Experts
      Support Staff
 12      Introduction to Service Operations Management Copyright © 2011 CA. All rights reserved.        Partner Day
CA Service Operations Insight solution
benefits

                          Improve service quality by quickly
                          pinpointing sources of service-
Service
                          impacting issues across all technology
quality                   domains so you can quickly fix them
                          and restore quality
                                                                                               Lets you
                                                                                               prioritize and
                          Improve service predictability by
                          pinpointing sources of risk to services                              resolve problems
Service                                                                                        across your IT
                          across all technology domains – so you
predictability            can address those issues before they                                 service supply
                          impact quality                                                       chain—so you can
                                                                                               minimize risks to
                                                                                               your business
                          Optimize operations by automating
                          escalations and remediation, thereby
Optimize                  reducing triage and mean-time-to-repair
                          of service issues, and improving
                          communication and collaboration



13   Introduction to Service Operations Management Copyright © 2011 CA. All rights reserved.              Partner Day
CA Executive Insight
         demonstrate IT’s strategic value
 SITUATIONAL AWARENESS




                          High value metrics                            Freedom to connect,               Keep on the pulse of
                          quickly and easily                            explore, share, and               potential risks and
                          accessible to executives                      decide anytime                    opportunities that
                          and key stakeholders                          anywhere                          impact business results




14                       Service Assurance for the New Normal Copyright © 2012 CA. All rights reserved.
                                                                                                                        Partner Day
new business dashboard
        connect, share, decide with interactive visualizations




                                                          Mobility             Collaboration
Freedom to connect, share, decide                                                                  Add depth and value to
       anytime anywhere                                                                                   metrics




                                                        Business                Self-Service
                                                       Optimized IT




 Communicate to the business in the                                                            Simplified personalization let
     language of the business                                                                       users be in control

   15        Service Assurance for the New Normal Copyright © 2012 CA. All rights reserved.
                                                                                                           Partner Day
Industry Leaders Rely on Service Assurance from
     CA Technologies




 9                 of the Top 10 Global Banks
                   of the Top 10 Global Telecommunications Companies
                   of the Top 10 Largest U.S. Federal Agencies (Executive Branch)*




   5                                        of the Top 5 Health Care Wholesalers
                                            of the Top 5 Medical Products & Equipment Companies




 4                         of the Top 5 Entertainment Companies
                           of the Top 5 Computers, Office Equipment Companies
                           of the Top 5 Information Technology Services Companies

     Global rankings are based on the 2009 Global Fortune 500 list
     U.S. rankings are based on the 2010 Fortune 500 list
     * Federal agencies rankings are based on number of civilian employees. Source: U.S.. Office of Personnel Management


16             Service Assurance for the New Normal Copyright © 2012 CA. All rights reserved.
                                                                                                                           Partner Day
Grazie!

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Ca partner day - qualità servizi - roma 1 di 2

  • 1. Qualità dei Servizi Erogati Dario Pattarini Sr Consultant – Technical Sales Roma , 31 Maggio 2012 Partner Day Milano, 29 Maggio Roma, 31 Maggio
  • 2. Flash Partner Day
  • 3. End-User Experience is much more important increased complexity Cloud Services End-User Experience Brokered Cloud Services Virtual Assets Private/Hybrid Physical Cloud Services $ Revenue Sources Assets IT Traditional Services Increased Complexity Impacts Service Quality and End-User Experience Partner Day
  • 4. Traditional Physical and Virtual Mainframe and Distributed Co-Location Delivery Options from traditional to Cloud IaaS PaaS Enterprise Controlled Service Assurance SaaS Cloud Provider Service Assurance Service Assurance Partner Day
  • 5. Service Quality Service Operations Management Service Operations Management Quality Health Risk SLM Capacity Management Predictive Service Impact Model Based RCA Performance Management Device/ Traffic/Transaction Discovery / Mapping/Real-Time Application Infrastructure Performance Management Management Constant Change Partner Day
  • 6. Service Operations Management a modern discipline Service Desk SLAs Automation Compliance, Workloads SOM Security, etc. Physical & Virtual Applications & Systems & Networks Databases Storage Service Operations Management 6 Confidential CA SOI Sales Immersion Training Copyright © 2011 CA Technologies Partner Day
  • 7. Infrastructure Management Redefine infrastructure management to become application aware APPLICATION AWARE Discover infrastructure, Standardize Optimize system map & dynamically management and behavior and predict maintain relationships triage across physical, end-user problems virtual, and cloud before they occur 7 Service Assurance for the New Normal Copyright © 2012 CA. All rights reserved. Partner Day
  • 8. Application Performance Management Monitor all transactions & applications 24x7 to meet customer expectations objectives BUSINESS CENTRIC MANAGEMENT Deliver end-to-end Link user experience transaction visibility with business impact to Accelerate triage and across physical, virtual prioritize problem root cause diagnostic and cloud resolution 8 Service Assurance for the New Normal Copyright © 2012 CA. All rights reserved. Partner Day
  • 9. Service Operations Management Improve service quality and predictability while lowering IT support costs QUALITY AND PREDICTABILITY Model & monitor Analyze how apps & Pinpoint root cause services end-to-end components from each and mitigate risk across based on data from CA technology silo impact traditional and hybrid & 3rd party tools service delivery environments 9 Service Assurance for the New Normal Copyright © 2012 CA. All rights reserved. Partner Day
  • 10. CA Service Operations Insight designed for the today’s dynamic business and IT environment  Service performance and comparison Integrated service level management performance management  Contractual service level management Service operations management  Initiates automated escalation, Automated actions synchronization and workflow based on service impact and risk  Analytics and alerting for service quality, Service analytics and alerts availability, impact and risk  Real time cross-domain service discovery, Dynamic business service modeling modeling and maintenance  Query, normalize, correlate cross-domain Unified event management events  Manage and escalate alerts by policies  Service-aware domain discovery, root cause Comprehensive domain management analysis, performance management, triage and remediation 10 Introduction to Service Operations Management Copyright © 2011 CA. All rights reserved. Partner Day
  • 11. CA Service Operations Insight designed for the today’s dynamic business and IT environment  Service performance and comparison Integrated service level management performance management  Contractual service level management Service operations management  Role-based real-time dashboards, technical consoles  Service analysis reports Service Operations console Operations console dashboard service models unified alerts Mobile Service UI reports  Service-aware domain discovery, root Comprehensive domain management cause analysis, performance management, triage and remediation 11 Introduction to Service Operations Management Copyright © 2011 CA. All rights reserved. Partner Day
  • 12. CA Service Operations Insight aligns operations with the business Optimized operations Automated actions for remediation IT Executives Service Desk & Common Change Managers understanding of service quality and risk Common view of services Operations Service Level Managers Managers Operations Domain Experts Support Staff 12 Introduction to Service Operations Management Copyright © 2011 CA. All rights reserved. Partner Day
  • 13. CA Service Operations Insight solution benefits Improve service quality by quickly pinpointing sources of service- Service impacting issues across all technology quality domains so you can quickly fix them and restore quality Lets you prioritize and Improve service predictability by pinpointing sources of risk to services resolve problems Service across your IT across all technology domains – so you predictability can address those issues before they service supply impact quality chain—so you can minimize risks to your business Optimize operations by automating escalations and remediation, thereby Optimize reducing triage and mean-time-to-repair of service issues, and improving communication and collaboration 13 Introduction to Service Operations Management Copyright © 2011 CA. All rights reserved. Partner Day
  • 14. CA Executive Insight demonstrate IT’s strategic value SITUATIONAL AWARENESS High value metrics Freedom to connect, Keep on the pulse of quickly and easily explore, share, and potential risks and accessible to executives decide anytime opportunities that and key stakeholders anywhere impact business results 14 Service Assurance for the New Normal Copyright © 2012 CA. All rights reserved. Partner Day
  • 15. new business dashboard connect, share, decide with interactive visualizations Mobility Collaboration Freedom to connect, share, decide Add depth and value to anytime anywhere metrics Business Self-Service Optimized IT Communicate to the business in the Simplified personalization let language of the business users be in control 15 Service Assurance for the New Normal Copyright © 2012 CA. All rights reserved. Partner Day
  • 16. Industry Leaders Rely on Service Assurance from CA Technologies 9 of the Top 10 Global Banks of the Top 10 Global Telecommunications Companies of the Top 10 Largest U.S. Federal Agencies (Executive Branch)* 5 of the Top 5 Health Care Wholesalers of the Top 5 Medical Products & Equipment Companies 4 of the Top 5 Entertainment Companies of the Top 5 Computers, Office Equipment Companies of the Top 5 Information Technology Services Companies Global rankings are based on the 2009 Global Fortune 500 list U.S. rankings are based on the 2010 Fortune 500 list * Federal agencies rankings are based on number of civilian employees. Source: U.S.. Office of Personnel Management 16 Service Assurance for the New Normal Copyright © 2012 CA. All rights reserved. Partner Day