Case Study: KPN Incorporates Application and Infrastructured Monitoring Information Into Robust Business Service Models

1. Case Study: KPN Incorporates
Application and Infrastructure
Monitoring Information Into Robust
Business Service Models
Ruud Kitselaar - IT Architect - KPN
DO4T23S
DEVOPS – AGILE OPERATIONS

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3. 3 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Abstract
KPN is the leading provider of telecom and IT services in the Netherlands, with several brands to
serve consumers, businesses and large corporations, locally and abroad. KPN has been using CA
Spectrum® and CA eHeath® for more than 10 years and was one of the earliest adopters of CA
Service Operations Insight. KPN is now adding CA Unified Infrastructure Management managed
devices and CA Application Performance Management monitored applications into its CA Service
Operations Insight models for a more comprehensive view of the business services that IT
operations manages. In the process of building its service models, KPN has leveraged Service
Discovery policy to automatically generate them, and will share how this has improved efficiency
as well as the time it takes to identify what to include in the service models.
Ruud
Kitselaar
KPN
IT Architect

4. A Brief History of KPN
4
1852 - Telegraph 1994 – IPO
1998 – Separation of Post
Services
1998…2000 – International
expansion / UMTS licenses
2001 – Internet Bubble;
KPN shares drop from €70
to €3 – huge debts!!!
2001 – Thousands of lay-
offs – no more
employment for life
2004 - Introduction of
Terrestrial TV
2007 – KPN becomes an
ICT company
2009…present – World top
3 international voice
carriers
2011 - New strategy:
strengthen, Simplify, Grow
Focus on domestic market
2011… – Huge investments
in infrastructure
2013 - E-Plus sold
2015 - Base sold
2011…2015 – Top10 Dow
Jones Sustainability
2015 - CO2 Neutral
2015 – GROWTH in
customer base ,
satisfaction and revenue

5. Facts and Figures
5

6. Strategy 2011 - …
6
Strengthen
Best network
Best service provider
Simplify
Portfolio, processes, IT
Cost reduction
Grow
Increase customer base
Generate new revenue
streams

7. KPN and CA Technologies
 KPN started with CA eHealth®
in 2003
 KPN implemented CA
Spectrum® before CA acquired
Concord Communications
 CA Spectrum® and CA
eHealth® are extremely strong
solutions for managing large
LAN and WAN networks
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Long strategic relationship

8. Dedicated Team for Remote Infrastructure
Management Solutions
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9. KPN and CA Service Operations Insight
 Why CA Service Operation Insight?
 Service oriented approach was
requested by few large business
market customers
 CA Spectrum could not support
KPN requirements
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Long time user

10. Todays Setup
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(Magic by using KPN Mediation layer)
CA Service Operations Insight
CA
APM
CA Unified
Communicati
ons Monitor
CA
Netwo
rk
Flow
Analys
is
CA
eHealth
CA
Spectrum
CA Perf
Center
Process
Automation
Release
Automation
CA
UIM
60K devices 60K devices 16K servers 1K agents
KPN Meditation layer
ServiceNow
UHD
Legacy Service
mngt system
Legacy Service
mngt system
Service model creation ! 

11. Implementing Service Models
 What should be the bases of KPN’s CA Service Operations Insight service
models?
 Contract view as well as network service view?
 CA Spectrum and CA eHealth
 No one has a clear view on a CA Service Operations Insight service model!
 Service Departments
 Customers
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We had a few questions

12. Implementing Service Models
Two (2) parallel service models:
(1) View based on “Service“
 Little / no smart dependencies for the LAN / WAN domain
 Microsoft SCOM brought some intelligence
(2) View based on “contract” reporting
 Quality and risk discussions
 Microsoft SCOM “Watcher” brought valid quality information for end-
users
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We started by building

13. Implementing Service Models
 No one has a clear view on a “service model”
 Large domains = lots of maintenance on service
models
 Network based service models using ports makes
it even more complex!
 Customers don’t understand the value of service
models
 Lots of confusion
 Unhappy results…..
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What we learned

14. Phase 2: Implementing CA SOI Service Models
 Output of CA Service Operations Insight:
 Match the end-user experience (“slow application response”)
 Identifying the root-cause domain (+ possible root case CI)
single KPN solver group working on the issue!
IPSLA implementation
 Process trick: calling user knows
 Location
 Customer name
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The KPN Service Desk as a central entry point
 great start the search for the KPN Servicedesk employee
checking CA Service Operations Insight

15. We Built
Location based service model
 LAN and WAN components tied to a single location/service
Primary feed the Risk indicator for that location
 Central components tied to a platform/service
 Application-oriented IPSLA test are tied to separate location/services for
the Quality indicator
 High value IPSLA tests: HTTP + UDP-MOS
 Maintain IPSLA results to application name (KPN mediation-layer trick)
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3rd generation service model

16. The result: 3rd and 4th Generation Service Model
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17. IPSLA Service Model
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18. Suddenly We Got:
 Ability to “monitor” application-responses without application monitoring
 including ticket-routing to third party suppliers
 Avoided finger-pointing LAN – WAN – IPT teams
 No troubles at the KPN ServiceDesk!
 (Service models initially created manually, then automated)
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It worked !

19. How Did We Configure the Service Model?
 Service models creation based on:
 CA Service Operations Insight service discovery functionality
 Self-developed KPN - CA Service Operations Insight connector:
 Limited features / no flexibility / no CA support
 Based on ServiceNow relations between customer-service and CIs
 Supports inserts of CI + relationships + services
 Supports delete and updates as well
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20. PUBLIC
KPN Requirements to CA Connector
KPN Use Case for service modelling CA REST API
Supported
CA Soap
API
KPN Java
connector
Accelerator
connector
Add Service Yes Yes Yes Yes
Delete Service Yes Yes Yes Yes
Update Label Yes Yes No Yes
Update Service CI Attributes Yes Yes No Yes
Populate Service Location No Yes No Yes
Add CI to Service (With required relationship) Yes Yes Yes Yes
Remove CI from Service Yes Yes Yes Yes
Add Sub Service Yes Yes Yes Yes
Remove Sub Service Yes Yes Yes Yes
CI Grouping Yes Yes No Yes
Control Relationship policies No Yes No Yes
Control Escalation policy No Yes No Yes
Service group access No No No Yes
20
For automating Service Models maintenance

21. Where is KPN Now?
 New “Business Service Intelligence” (aka Accelerator) connector usage for
creating Service Models
 CA Service Operations Insight service models using CA Unified Infrastructure
Management B2B probes
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22. Thanks to Jeff
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 Jeff Morris of CA
 Understands the needs of KPN
 Initiator of the “Business Service Intelligence” (aka
Accelerator) connector

23. IT Operations Transformation
With CA Service Operations Insight
•Integrated Capabilities
• App-ware Infrastructure
Management
• End-to-End Experience
Management
•Single Pane of Glass
 Cross-Domain RCA
 Unified Escalation
Management
•Business Service
Capabilities
•Single Pane of Glass
 Cross-Domain Service
Model Visualization
 Service and Customer
Impact Analysis
 Proactive Service Quality
and Risk Management
•Business Alignment
•Manage according to
Business/Financial
Priorities
•OLA/SLA Reporting
•Enhanced Customer
and Stakeholder
visibility
•Automation Capabilities
•Closed Loop Automation
to Optimize and Control
•Increased Business Agility
•Silo Capabilities
•Domain level
Monitoring and
Reporting
•Separate UIs
•Separate Monitoring
teams
Silo-event
oriented
Enterprise event
management-
oriented
Business-
optimized
PhaseAttributes
Processes and discipline
allow more repeatable
results
Several core services are
modeled and
understood, so service-
focused processes are
standardized
IT organization is
agile and focused on
continuous
improvement
Processes
Individual capabilities -
- few processes and
chaos
Business service-
oriented
Business-
aligned
Scale modeling of
additional services
enterprise wide, so all
business services are
understood and
managed according to
standardized processes

24. Where is KPN Going?
 New CA Application Performance Management – CA Service Operations
Insight connector for automatic service models creation for back-end
monitoring based on
 CA APM ETC
 CA APM transaction monitoring
 CA Unified Infrastructure Management server monitoring to CA APM-based
service models
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25. Take Aways
 Service model creation based on end-user approach brings clear Service
model design
 End-user approach does require quality alerts and likely additional
instrumentation
 Automate the service model creation
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26. Thank You!
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For your attention

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