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. For more information, please visit http://cainc.to/Nv2VOe

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

14. PUBLIC
14
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

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

19. PUBLIC
19
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

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

22. PUBLIC
22
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

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

25. PUBLIC
25
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

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

32. PUBLIC
32
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

33. 33 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
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34. 34 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
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35. 35 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
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36. 36 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
For More Information
To learn more, please visit:
http://cainc.to/Nv2VOe
CA World ’15