Case Study: DHL Shifts Left With CA Application Performance Management to Boost Quality of Service

1. Case Study: DHL Shifts Left With CA Application Performance Management to Boost Quality of Service Joe Butler DevOps: Agile Ops DHL Global Head of Integration Services DO5T24S @CAWorld #CAWorld

2. 2 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD © 2015 CA. All rights reserved. All trademarks referenced herein belong to their respective companies. The content provided in this CA World 2015 presentation is intended for informational purposes only and does not form any type of warranty. The information provided by a CA partner and/or CA customer has not been reviewed for accuracy by CA. For Informational Purposes Only Terms of this Presentation

3. 3 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Abstract Quite often it is a select few IT experts in an IT organization that are most sought after when troubleshooting needs arise. What if you could spread that scarce expertise throughout your IT team and protect those experts? Joe Butler, Global Head of Integration Services, DHL, has made that a goal during his 12-year tenure at DHL and recently found that CA Application Performance Management 10 may help in that cause. Butler oversees Service Delivery for Integration globally for DHL Supply Chain, which supports 1,200 customers globally with more than 12,000 interfaces and manages more than 4 billion transactions each year. Butler's approach to ‘shift left’ means arming his Level 1 teams with the ability to better triage issues before they ever reach Level 2 technicians. Join this session and learn how APM can help protect your IT experts while ensuring the application uptime and quality standards expected by one of the world’s largest logistics company. Joe Butler DHL, Global Head of Integration Services

4. "SHIFT LEFT" WITH CA APPLICATION PERFORMANCE MANAGEMENT DHL SUPPLY CHAIN PUBLIC November 2015 Boosting Quality of Service for Enterprise Services

5. PUBLIC 5Boosting Quality of Service| CA World | 18 November 2015 1 DPDHL and DHL Supply Chain Company Background 2 DSC IT Functions How IT Supports the Business 3 Challenges Time, Cost and Quality 4 How CA APM came to DHL Our Selection Criteria and Process 5 Our Vision in the DevOps Cycle How to Leverage emerging Tools and Technologies Agenda

6. PUBLIC 6 1 DPDHL and DHL Supply Chain Company Background 2 DSC IT Functions How IT Supports the Business 3 Challenges Time, Cost and Quality 4 How CA APM came to DHL Our Selection Criteria and Process 5 Our Vision in the DevOps Cycle How to Leverage emerging Tools and Technologies Agenda Boosting Quality of Service| CA World | 18 November 2015

7. PUBLIC 7 DPDHL Group of Companies DHL Supply Chain is part of the Deutsche Post DHL Group with a global network and an extensive logistics portfolio 1) 2014 figures; Including Corp. Center/Other/Consolidation Employees: ~ 488,000/Revenue: EUR 56.6bn1) One team: Professional, diverse, and in tune with market needs Focus on governance/ownership tasks Stand alone divisions connected by a common management approach Joint key account management and focused shared service unit One global team Lean corporate center DHL Customer Solutions & Innovation Selective group-wide shared functions and services EXPRESS GLOBAL FORWARDING, FREIGHT SUPPLY CHAIN Post – eCommerce – Parcel (PeP) Boosting Quality of Service| CA World | 18 November 2015

8. PUBLIC 8 Solid Operational Performance in a Challenging Macro Environment Financial year 2014 divisional overview Revenue EBIT1) FY 2013 FY 2014 Change FY 2013 FY 2014 Change PeP 15,291 15,686 2.6% 1,286 1,298 0.9% EXPRESS 11,821 12,491 5.7% 1,083 1,260 16.3% GLOBAL FORWARDING, FREIGHT 14,787 14,924 0.9% 478 293 -38.7% SUPPLY CHAIN 14,227 14,737 3.6% 441 465 5.4% CORP. CENTER/OTHER AND CONSOLIDATION -1,214 -1,208 -0.5% -423 -351 -17.0% GROUP 54,912 56,630 3.1% 2,865 2,965 3.5% in EUR mn Boosting Quality of Service| CA World | 18 November 2015

9. PUBLIC 9 Proven Framework and Focused Strategic Plan 2020 DPDHL Group corporate framework continues The postal service for Germany The logistics company for the world Vision: Mission: Excellence. Simply delivered Purpose: We connect people, improving their lives Guiding Principle: Respect & results Goals: 3 Bottom Lines & Living Responsibility Our strategic plan Focus Connect Grow Strategy 2020: Investment of Choice Provider of Choice Employer of Choice Living Responsibility Boosting Quality of Service| CA World | 18 November 2015

10. PUBLIC 10 DHL Supply Chain Strategy 2020: Focus.Connect.Grow. DHL Supply Chain Strategy 2020 – Three pillars Define the logistics industry globally through standardized, cost efficient, high quality and innovative solutions VISION Shift the portfolio – sectors, products, geographies… Grow Create an effective organization globally… Connect Drive standardization and reduce complexity… Focus Boosting Quality of Service| CA World | 18 November 2015

11. PUBLIC 11 DHL Supply Chain – Number One Global Contract Logistics Provider 1) Market share more than 3 times higher than No. 2; Highly fragmented market estimated at EUR 168bn; top 10 players account for about 21% of the overall market; 2) Countries with significant supply chain revenue, DPDHL is present in more than 220 countries and territories; 3) Square meter warehousing space ● Excellent operations and innovative solutions across the supply chain ● Supply chain solutions based on industries’ requirements and needs ● Network of approx. 146,000 experts in 56 countries and territories ● >13.7 million square meters warehouse space ● Global market leader with 8% market share1) ● EUR 14.7bn in annual revenue in 2014 DHL Supply Chain presence Getting you ahead of your competitors AHEAD industry sectorsKEY • Energy & Chemicals // Automotive Technology // Engineering & Manufacturing // Retail // Life Sciences & Healthcare // Technology // Consumer 13,740,0003) Square meter 1,600 Customers 2590 Locations ~146,000 Employees # of countries2) Americas >13 APMEA >22 Europe >21 Revenue split | % Americas 26 APMEA 14 Europe 60 Other DPDHL Group operations Boosting Quality of Service| CA World | 18 November 2015

12. PUBLIC 12 Williams Lea Group – World Leader in Business Services Americas >5 APMEA >8 Europe >26 # of countries >600 Customers 58 Locations ~11,000 Employees Getting you ahead of your competitors AHEAD industry sectorsKEY • Life Sciences // Financial Services // Automotive // FMCG/CPG // Retail // Apparel // Financial Services // Legal // Investment Banking // Public Sector ● Operating as two global businesses specializing in information and communication management and marketing efficiency ● Williams Lea transforms the way organizations manage their business services in the public and private sectors ● Tag is a global brand execution agency that manages global communications campaigns for brands and their creative partners ● Network of approx. 11,000 employees in >36 countries ● EUR 1.4bn in annual revenue in 2014 Revenue split | % Americas APAC EMEA 40 7 53 Williams Lea operations Other DPDHL Group operations Boosting Quality of Service| CA World | 18 November 2015

13. PUBLIC 13 DHL in Gartner’s Global 3PL Magic Quadrant Study 20141) DHL is positioned in the “Leaders” quadrant of the global 3PL magic quadrant study 2014 by Gartner, Inc. Challengers Niche players Leaders Visionaries Completeness of vision Abilitytoexecute DHL Kuehne+Nagel DB Schenker Agility UTi SDV Pantos Logistics DSV Damco Ceva UPS Supply Chain Solutions Expeditors Source: Gartner (May 2014); 1) Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose Key strength of DHL • Wide range of industry-leading solutions across DHL’s focus sectors • Global reach of 3PL capabilities (220+ countries) • High-performing services across DHL • Strong understanding of market dynamics and execution along evolving customer/industry needs • Track record in executing on solution design • Forward-looking talent management • Robust technology platforms • Healthy financial position Boosting Quality of Service| CA World | 18 November 2015

15. PUBLIC 15 We Customize Our IT Solutions to Meet Your Needs We offer world class IT products, customized to meet your needs and manage your risk, allowing you to manage your business more effectively You Boosting Quality of Service| CA World | 18 November 2015

16. PUBLIC 16 Our Building Blocks Boosting Quality of Service| CA World | 18 November 2015

17. PUBLIC 17 Connecting Our IT Resources and Customers – "DHL LINK" Warehouse Mgt Systems Transport Mgt Systems Analysis & Reporting Finance Systems Manufacturers Suppliers Customers Carriers Purchase Orders ASNs PODs Production Forecasts Inventory Reports Carrier Instructions Warehouse & Transport KPI Reports W’hse & Transport Billing Transaction Visibility & Alerts DHL Ops Users Key Facts & Figures Serves > 1,200 customers globally Guaranteed message delivery & audit trail > 12,000 interfaces Service availability1: 99.99% Manages > 4 billion business transactions p.a. Industry-standard adapters for connectivity Integrated with >100 DHL systems Strong encryption & security Boosting Quality of Service| CA World | 18 November 2015

18. PUBLIC 18 DHL LINK Our - Value Proposition Boosting Quality of Service| CA World | 18 November 2015 • Seamless integration between the customer and DHL • Guaranteed message delivery • Reliable, high quality service. • Flexibility and scalability to support evolving business needs • Any to any message transformation with the flexibility to satisfying varied customer integration requirements. • System architecture ensures no messages lost. Messages are audited and copied at each stage • High availability global solution backed up by a dedicated ITIL trained support team. Available 24/7 • Local resources through regional teams in EMEA, AP, SP and Americas combined with an off shore development model. (>9,000 man- days development in 2014) Connecting the customer to DHL Supply Chain DHL LINK is a leading edge, strategic integration solution which offers DHL Supply Chain customers a resilient, scalable, technically capable and highly available solution delivered through a utility based charging model. Offering proven , reliable and cost effective options. Reducing risk through standardisation and experience of supply chain within many industry sectors • Extensive experience with many message types (>1,200 customers / 12,000 Integrations) • Consistent & guaranteed delivery of customer transactions. Messages always reach their destination • Reduced supply chain risk through availability of integration service and support • Capacity to support varied customer needs, responding to changes in demand Challenges Value DeliveredDHL LINK

20. PUBLIC 20 Major Trends That Impact Supply Chains Four major driving trends shape commerce globally and threaten to disrupt supply chains What happens in one sector shows up in an entirely different sector Continually escalating expectations for service, price and performance Competition can come from anywhere at anytime Consumerism and boundary bleed Engines of demand with growing middle class and urbanization Rising consumer expectations Lack of transportation infrastructure, adequate warehousing space and even supply chain expertise in some markets Emerging markets Increased speed of business Increased interconnectedness Highly complex, intertwined and fast market place which creates enormous risks and volatility Fast, lean and risky Trade flows are shifting away from long-distance and east-west orientation Regionalized supply chains in which goods are produced and sold/ consumed in the same geographic region The rise of regionalism Boosting Quality of Service| CA World | 18 November 2015

21. PUBLIC 21 Current Monitoring Landscape Boosting Quality of Service| CA World | 18 November 2015 HP Open View WMB Hardware, Operating Systems & Database Communication Server & MQ Application Interfaces (A2A) Customer Flows / Interfaces (B2B) DHL LINK Software Application Internal Maps & Listeners Synchrony™ Gateway Message Queue Component / ServiceSoftware IBM Tivoli Composite App HP Open View Monitoring Tools Alert Recipients Service Desk (DHL ITS) Application Support Site ‘Super Users’ DHL LINK Support DHL LINK Support HP SiteScope LINK Control Center

23. PUBLIC 23Boosting Quality of Enterprise Services| CA World| 18 November 2015 Our Goals – What We Were Looking to Achieve 1. Visibility • To enable DHL LINK to grow customer confidence by providing dashboard views of service and incident status • To reduce the volume of incidents logged with DHL LINK by providing a self help view of the service and customer connectivity status 2. Improved incident detection and fix • To enable easy, automated proactive detection and resolution of issues and events before they become incidents 3. Innovation • New APM tools provide the ability to investigate new monitoring methodologies and new automation opportunities 4. Standardisation • Currently there are many monitoring tools in place across the DHL LINK infrastructure, and many more tools across DHL Supply Chain as a whole. This initiative gives DHL the opportunity to standardise on a single tool, in line with the Strategy 2020 goals. • A standard APM tool would enable a complete end-to-end view of customer interaction within DHL from a single point, enabling better incident handling and therefore increased customer satisfaction

24. PUBLIC 24Boosting Quality of Enterprise Services| CA World| 18 November 2015 Selection Process • Development of Functional and Non-Functional Requirements around Stated Goals and across IT Products (3 Stakeholder Groups Involved) • Selection of List of Potential Vendors and Products – CA APM – Dynatrace – HP Sitescope – AppDynamics • Hold POCs with each Vendor and Product • Review Results and Eliminate 2 • Hold 2nd Round of Further POC and provide detailed follow-up questions • Review Commercial Propositions • Implement APM in DHL LINK Environments

26. PUBLIC 26Boosting Quality of Service| CA World | 18 November 2015 Siloes in the DevOps Cycle GSN-RFC Office / SVN

27. PUBLIC 27Boosting Quality of Service| CA World | 18 November 2015 Progressing to the Vision of a "Tightly Integrated Toolset"

28. PUBLIC 28 New Monitoring Landscape Boosting Quality of Service| CA World | 18 November 2015 HP Open View WMB Hardware, Operating Systems & Database Communication Server & MQ Application Interfaces (A2A) Customer Flows / Interfaces (B2B) DHL LINK Software Application Internal Maps & Listeners Synchrony™ Gateway Message Queue Component / ServiceSoftware HP Open View Monitoring Tools Alert Recipients Service Desk (DHL ITS) Application Support Site ‘Super Users’ DHL LINK Support DHL LINK Support LINK Control Center HP Open View WMB Hardware, Operating Systems & Database Communication Server & MQ Application Interfaces (A2A) Customer Flows / Interfaces (B2B) DHL LINK Software Application Internal Maps & Listeners Synchrony™ Gateway Message Queue Component / ServiceSoftware HP Open View Monitoring Tools Alert Recipients Service Desk (DHL ITS) Application Support Site ‘Super Users’ DHL LINK Support DHL LINK Support LINK Control Center

29. PUBLIC 29 Monitoring + Automation – Setting the Foundation of "Shift Left" Boosting Quality of Service| CA World | 18 November 2015 HP Open View WMB Hardware, Operating Systems & Database Communication Server & MQ Application Interfaces (A2A) Customer Flows / Interfaces (B2B) DHL LINK Software Application Internal Maps & Listeners Synchrony™ Gateway Message Queue Component / ServiceSoftware HP Open View Monitoring Tools Alert Recipients Service Desk (DHL ITS) Application Support Site ‘Super Users’ DHL LINK Support DHL LINK Support LINK Control Center HP Open View WMB Hardware, Operating Systems & Database Communication Server & MQ Application Interfaces (A2A) Customer Flows / Interfaces (B2B) DHL LINK Software Application Internal Maps & Listeners Synchrony™ Gateway Message Queue Component / ServiceSoftware Monitoring Tools Alert Recipients Service Desk (DHL ITS Help Desk) Application Support (WMS, TMS, FIN) Site ‘Super Users’ DHL LINK Support (2nd Level Support) DHL LINK Support (2nd Level) LINK Control Center

30. PUBLIC 30Boosting Quality of Service| CA World | 18 November 2015 Our Current Support Paradigm • Tacit Knowledge Managed in Silo’s – Resolution of Repetitive, Simple Incidents not managed down closer to caller • Lack of E2E visibility of “Customer Solution” drives a Siloed approach to Incident Management - SD has no Visibility to where problem actually resides • LINK CC provides some visibility, but Customer Solution still is a “Black Box” to some Cyclone DHL LINK WMS (JDA, MAN) Customer Solution E2E (DSC) Context Customer ITS B2B Cyclone Support DHL LINK CSC Support (29% of Total Site Calls – ½ are DHL LINK Incident calls, ½ are RFI calls) WMS Support (MAN-IBM, JDA-HCL) Site User - Support Call 2 ~100% of Calls 71% Re- Assigned ITS SD Level 1 Support

31. PUBLIC 31Boosting Quality of Service| CA World | 18 November 2015 The New Paradigm • Common APM tool to provide E2E visibility of “Customer Solution” • Reduce or Eliminate “re- assigned” calls through accurate and detailed visibility to a Customer Solution • Provide SD and End Users with diagnostic tools through CA- LISA Processes Automation • Increase “self-healing” processes via APM + Automation for common incidents Cyclone DHL LINK WMS (JDA, MAN) Customer Solution E2E (DSC) Context Customer ITS SD Level 1 Support – 35% DHL LINK CSC Support (Complex Incident calls only -not resolved by self-help or SD) WMS Support (MAN-IBM, JDA-HCL) Site User - Support Call – Level ‘0’ - Self Help – 25% 2 (10% of calls) 0% Re- Assigned 0% Re- Assigned ITS B2B Cyclone Support Make Tacit Knowledge Explicit Through Automated Trouble Shooting and Knowledge Management Decrease number of Hand-offs, Implement more “Self-Help” tools via Automation and APM Decrease frustration of End User through higher “self-help” rates, and greater First Call Resolution rates

33. 33 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Recommended Sessions SESSION # TITLE DATE/TIME DO5X189S How to Achieve a Customer-Centric View in an Omni-Channel World 11/18/2015 at 1:00 pm DO5X194S Monitor Microservices, Containers, Cloud Foundry and Node with CA Application Performance Management 11/18/2015 at 4:30 pm DO5X193S Customize CA Application Performance Management with Tips for Using the CA Application Performance Management Open APIs 11/19/2015 at 4:30 pm

34. 34 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Must See Demos Application Performance Management and DevOps, featuring APM use in preproduction scenarios Application Performance Management Theater 5 Application Performance Management, Modern Monitoring, featuring the new APM Team Center Application Performance Management Theater 5 Ensuring a “5 star” mobile app experience with CA Mobile App Analytics Mobile App Analytics Theater 5 Unified Monitoring: APM Integrations including UIM Application Performance Management Theater 5

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