Global Financial Services Customers

1. Global Financial Services Customers Capital Insurance ADP (Roseland) Alliance Capital Barclays Capital Services Bear Stearns Bonddesk BP Charles Schwab CitiGroup SSSB UK Credit Suisse First Boston ETrade Fidelity Investments Fidelity Investments Services Folio Advisor Goldman Sachs & Co. Invesco Retirement Invesco Asset Management KBC Financial Knight Securities Merrill Lynch MFS Investment Morgan Stanley & Co. Morgan Stanley (Dean Witter) Neuberger Bergman New York Mercantile Exchange Pershing Prudential Salomon Smith Barney Shenzhen Securities Thomson Financial UBS AG ABN Amro Agriculture BOC AXA Aurora Banc of America Banco Comercial Português Bank of China Caixa Geral De Depositos Cetelem Chase Chase Manhattan – Hong Kong China Construction Bank China Merchant Bank China Merchant Bank Citizens Bank CitiGroup Commerzbank Countrywide Home Loans CSOB Deutsche Bank Deutsche Bank AG Discount Bank Fannie Mae First Horizon Home First Union Flagstar Bancorp Fleet Boston Fortis Bank Greenpoint Bank H&R Block Financial HSBC Bank Liberty Mutual Insurance Nationwide Building Society Pacific Life Washington Mutual Inovant VisaJP Morgan Chase KeyBank Leumi BankM&T BankMultex.com (credit card)National Bank of DubaiNomura GroupPaypointPaytrustPeople’s Bank of ChinaPNC BankProvidian Financial RabobankRegions BankRiggs BanksSally Mae (loans)Societe GeneraleState Street BankUBS Private BankingUS BancorpUS Clearing – FleetWachovia CorporationWells Fargo Bank Wells Real Estate Retail Bloomberg China Union Pay Czech Ministry of Finance Depository Trust Corp. DIR/CapNet DVV ETECH Fidelity Information Corporation First Services First-Data Resources Groupama Instinet/Reuters International Monetary Lynk Systems Metavante M-Power Securities & Exch. Commission SIAC Swift UPromise Incorporated Other Aetna Insurance AIG Insurance Aon China Pacific Insurance Erie Insurance Group HUK Coburg ING Barings Kaiser Permanent

2. Single Effective Interface: Service Support & Delivery Realtime SLA Tracking Auto-Service Dependency Mapping Realtime Operational Indicators Event Summary Indicators Root Cause & Service Impact Analysis

3. Single Effective Interface: The Business Perspective Realtime Business Indicators Third Party Data Domain Status Indicators Service Status Indicators Realtime & Historical Reports

4. Case Study 1: Wells Fargo – Net-30 Management • Net-30 “Availability” = 30 minutes advanced warning of service impacting problems Netcool™ Solution Return on Investment Business Goal • 6 week deployment • Net-30 operation achieved (Trends and alerts 30 minutes before a customer is impacted) • Avoided 2 major mainframe outages • Outage reporting reduced from 4 hours to less than 30 sec for every ATM • 32 monitoring consoles reduced to 1 web interface • Monitor change controls in ATM service & determine root cause of service failure • 5 days to demonstrate a Proof of Concept • Customer Service Centre provides central views of 13 lines of business • End-to-end management of infrastructure and visibility of key business metrics • 4 million transactions per day • Monitoring: • 60+ banking systems • 15 event management systems • 1250+ servers • 5 Tandem • 5 Mainframes • 50,000+ network nodes • 3200+ retail stores • 6000+ Automated Teller Machines • Ensure customers have access “anytime, anywhere” to the bank via 11 different service “channels” (e.g. ATM, phone, Online, …, etc) • Increase Customer Satisfaction • Reduce number of lost transactions • Improve MTTR • Reduce cost of operations • Reduce number of outages • Understand business impact of an outage

5. ATM Machines Monitoring • At any point in time, the Bank knows whether or not it is in compliance with its ATM service agreement. • At no point in time are more than 10% of the ATMs in a given state out of service.

6. Internet Banking Services Monitoring • Monitor 24 hr/day 7 days/wk internet banking services • Floor plan with each room representing a specific function • ‘Walls’ represent firewall systems • From one glance knows immediately which is the problem component affecting the services

7. Phone Banking Infrastructure Monitoring • Customer access account via touchtone phone or live operator interface. • Alert information is collected from several standard & custom applications enhanced via Impact. • Show the status of all the Call Centers and the infrastructure

8. Case Study 2:Global Investment Bank – High Availability Trading Floor • Accelerate Operational Excellence to achieve maximum availability of systems & applications Netcool™ Solution Return on Investment Business Goal • Strategic alignment with ITIL & CoBIT in preparation for Basel II compliance • High availability for trading floor applications & reduced Operational Risk (projected loss of $300K/minute) • Isolation of a problem in the ‘stack’ within 1 minute • Provide an alert within 10 seconds for critical failures • Improved efficiency of front-to-back business flow • Aggregated view across various applications & technologies • Stronger correlation between system infrastructure and business process • Improved operational efficiency • 20% Efficiency saving measured in support teams • Integration with global trouble ticket tool solution • Reduced manual monitoring effort • Centralized view of mission-critical apps and infrastructure of 6 regional centers • Americas / Europe / Asia • Network, Servers, Database, Applications & Messaging • Solves scale problem: • 650+ Applications • 6500+ Servers • 11,000+ Databases • 65,000+ Network • 1000’s of users served • >30Million events per day • 24 x 7 availability • Fully fault tolerant • Global event management • Front-to-back view of critical business functions • Increase the ability to report on key infrastructure metrics • total cost, overall health (up/down), capacity, performance • Decrease Mean-Time-To-Discover (MTTD) & Mean-Time-To-Repair (MTTR) • Faster notification of business stream owners when a status-affecting event occurs

9. Trading Floor Applications Monitoring • Applications are used by more than 1000 users, require 24x7 availability • Complex & sizable infrastructure poses big challenges in fault management • Projected loss of $300K per minute of downtime + damage in reputation + potential financial penalty for breaching regulations + adverse impact on share price

10. Trading Floor Applications Monitoring • ‘Floating’ controller requires minimal usage of valuable screen space • Immediate split between Application & Infrastructure alerts • Launched window shows problem component affecting service

11. Trading Floor Applications Monitoring • Monitor alert duration of applications on trading floor • Enable operators to assess situation and prioritise fault resolution activities

12. Summary – Micromuse Key Differentiators • Only single effective interface for service management • Integrates with virtually ANY 3rd party point management tool for rapid troubleshooting • Most scalable and resilient architecture adapts with to business growth and change • Complete visibility across service management processes & functions from one interface • Broadest access to realtime business & operational indicators • Direct realtime access to 3rd party business application and databases • Automated SLA tracking with monetary impact • Only self-maintaining realtime service model • Only FEDERATED INFORMATION MODEL with open access to 3rd party dependency sources • Only vendor with realtime updates via event-based auto-population • Fully automated discovery and dependency mapping • Broadest discovery across management domains • Broadest discovery across applications, systems, and L1-3 networks • Only solution that integrates end-to-end discovery for an accurate realtime service model • Market Leading COM solution provides optimal foundation for BSM • Deepest monitoring down the stack and across transactions • Broadest event management scope: apps, systems, network, mainframe, voice, security, performance • Only vendor with ‘LAYER 8’ support – business events and context enrichment • Most scalable and well integrated event management solution

13. Information Technology Infrastructure Library (ITIL): Background • Origin - U.K. government initiative to create a standard for IT processes within its departments. • Administered - U.K. government's Office of Government Commerce (OGC; www.ogc.gov.uk) • Own ITIL • Work with organizations internationally on world-class best-practice framework. • Review content • Promoted - IT Service Management Forum, or itSMF • Separate nonprofit foundation and review board organization • 15 member organizations that test, modify and promote ITIL • Partner with OGC • Published a series of 7 books on ITIL covering various areas of focus. • Current Adoption • Greatest popularity in the UK and in Northern Europe • Quickly gaining popularity among leading-edge Enterprises & SPs in NA

14. ITIL Framework – Key Areas Planning to Implement Service Management The Technology Service Management ICT Infrastructure Management The Business Perspective Service Support Service Delivery Security Management Application Management The Business A key idea of ITIL: Linking business goals and infrastructure reality The IT Infrastructure Library (ITIL) is a set of processes, functions and best practices designed to enable the delivery of IT services that are reliable, consistent, and of the highest quality.

15. Netcool Enabling ITIL Processes L1-L7 Monitoring, MOM, Layer 8 Realtime Business, Operational & Customer Dashboards Service Level Tracking End-to-end Service Reporting Service Impact Analysis, RCA, Policy-based Mgmt Performance Reporting Virtual CMDB, Data Enrichment Policy Mgmt, L1-L7 Disovery, Virtual CMDB Asset Reporting Dicovery & Modeling, Policy Mgmt, Virtual CMDB Virtual CMDB, L1-L7 Discovery, Service Modeling High Availability & Consolidated Operations Security MOM, Monitoring

16. Examples – Netcool Product Mapping Omnibus IMPACT xSM, RAD Proviso Omnibus Proviso IMPACTVisionaryVO, Proviso USM SM Reporter Proviso Omnibus Dashboard PrecisionIMPACTNfAM NfAM PrecisionIMPACTNfAM PrecisionIMPACTNfAM Omnibus NfSM

17. Enabling ITIL with Micromuse Netcool-Ready Integrations Netcool Netcool CMDB