Leveraging Monitoring Governance: How Service Providers Can Boost Operational Efficiency and Scalability

Leveraging Monitoring Governance: How Service
Providers Can Boost Operational Efficiency and
Scalability
Charles Wells
MST06T
MANAGED SERVICE PROVIDER ZONE
Partner Advisor, Agile Operations
CA Technologies

2 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS
© 2017 CA. All rights reserved. All trademarks referenced herein belong to their respective companies.
The content provided in this CA World 2017 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

Eliminate The
Barriers Between
Ideas And Outcomes
WHAT WE DO:

It’s A Simple Promise, Learned From Years Of
Transforming Our Own Business
20172011
ORGANIC
ACQUISITIONS
AGILE DEVOPS SECURITY
• Project & Portfolio Management
• Integrated IT Portfolio Analysis
Applications
• Application Performance Mgmt..
• API Management
• Application Release Automation
• Identity Governance and Admin
• Privileged Access Mgmt..
• Application Security Testing
Rated Leaders by
Industry Analysts:
*Tied w/BeyondTrust
#1 Agile Lifecycle Mgmt.
#2 IT Project & Portfolio Mgmt.
#1 Service Virtualization
#2 API Management
#2 Application Release Automation
#2 Network Performance Monitoring
#2 Privileged Access Mgmt.*Market Share
Positions
CA Accelerator CA Design

TODAY, EVERY BUSINESS
IS IN THE SOFTWARE BUSINESS
HERE’S WHY:
…becoming a software company
takes a lot more work than just
hiring a bunch of good software
developers…It requires a new way
of thinking about what it takes to
be a successful software company.
–Jeffrey M. Kaplan, SANDHILL.COM
In a world underpinned by ever
more powerful, affordable, and
public technology platforms,
software is still king. And its
importance as a source of value
will only continue to grow.
–Vijay Gurbaxani, HARVARD BUSINESS REVIEW

IN THE SOFTWARE BUSINESS,
EXPERIENCE IS EVERYTHING
And…
Fact:
83% of U.S.
consumers say
having a positive
customer experience
with a brand is more
important than the
product itself1
53% of large
companies want
to be customer
experience leaders
within three years2
Fact:
53% of mobile site
visits are abandoned
if pages take longer
than three seconds
to load3
Fact:

OUR CUSTOMERS ARE OVERCOMING
UNPRECEDENTED CHALLENGES
A large regional bank
radically improved their
mobile banking
experience to stay
competitive
A global retailer built an
entirely new, more efficient
approach to testing to keep
pace with agile
development
A national healthcare
provider rebuilt their legacy
apps to reduce development
costs and speed time-to-
market
The Reality:

User Expectations Are Fueling Complexity In
Applications & Infrastructure
New applications
Amalgamation of new and legacy
tools and technologiesDynamic Infrastructures
Mobility, APIs, Containers, Micro-services, Modern Technologies, Multi-Cloud, Big Data, Mainframe
Apps
Mainframe
Load
Balancers
Physical Data
Center
Web
ServicesMulti-Cloud
WAN/WWW Routers
Firewalls Switches
Web
Servers
3rd Party
Applications
Big Data
USERS

Monitoring Governance Challenges
What to monitor?
What is Alarm worthy?
Notification?
Escalation?
Remediation?
What data to collect?
Frequency? Retention?
How to manage all this?

Monitoring
Governance
Defined
“A comprehensive,
service-oriented
performance and event
management framework
that delivers value to
the business in the form
of timely, actionable
insights.”
Comprehensive = infrastructure,
applications, business services, end-user
experience
Service-oriented = standardized
configurations, value-driven offering part of
service catalog
Actionable = either by an Operator, or via
Automation
Insights – driven by modern analytics,
derived from multiple domain data sources

Monitoring Governance Tools
“What is our Service Offering?”
CA Services “Monitoring
Governance Workshop”
CA Monitoring Governance
Worksheet
CA Message & Metric Calculator

CA Services Monitoring Governance Workshop
extend the value of your
implementation with additional
probes, alarm management,
reporting & visualization,
redundant servers and solution
assessments;
build on your initial deployment
with options that can be adopted
on a timeframe appropriate for
your organization
Acceleration Services…
helps customers uncover and document their
monitoring needs. Using Customer’s IT service
catalog or other source of similar information, CA
helps the organization define and document
what it needs to monitor, and then applies these
definitions to monitoring tools.
Monitoring Governance Workshop…

Monitoring
Governance
Benefits
“A comprehensive,
service-oriented performance
and event management
framework that delivers
value to the business in the
form of timely, actionable
insights.”
Focused on delivering
Business Value
Aligned with IT Service
Management
Predictable cost structure
Intentional, not accidental

CRAWL WALK RUN
Basic Monitoring Center of Competency Strategic Differentiation
• Wall to wall
infrastructure and
Application Monitoring
• Metric oriented (Not
end-user oriented)
• SLA-centric
• Production monitoring
focus
• Transactionally oriented
• End-user visibility but
lacking end-to-end
correlation
• Center of excellence with
automation and best
practices
• Desire to shift left and
monitor earlier in lifecycle
• Experience oriented
• Outside-in to Inside-out
(causal) correlation
• Monitoring is built into the
entire lifecycle of an
application
• App-to-infrastructure drill
down for easy RCA
• Practiced capture of
business insights
• Important to the business
(beyond IT Operations)

Stay connected at communities.ca.com
Thank You.

Questions?

MSP
For more information on MSP,
please visit: http://cainc.to/CAW17-MSP

Leveraging Monitoring Governance: How Service Providers Can Boost Operational Efficiency and Scalability

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Leveraging Monitoring Governance: How Service Providers Can Boost Operational Efficiency and Scalability