System Wide Information Management (SWIM)

1. System Wide Information Management (SWIM) iTKO LISA

2. The product is the entire brand and customer experience Service-oriented products are delivered late, over budget, and with questionable quality… WHY? Innovate Or Die

3. WhatiTKO Does Mainframe Client/Server (including packaged apps like SAP, Siebel, Oracle…) Composite (Custom Applications, SOA, Cloud) 1980 … 1985 … 1990 … 1995 … 2000 … 2005 … 2010 … 2015 • Founded in 1999 • LISA Software Suite: • Virtualization, Automated Testing, Pathfinder, Cloud DevTest Environments • Optimize the Application Lifecycle

4. Reality: Major Releases 3+ Times Per Year plus monthly minors, weekly “content” changes and urgent BreakFixResults: costs explode, quality suffers, time to market increases 30+ Interdependent Development Teams • Parallel Development Challenges (chicken & egg) • Every team needs their own environment but shares only one • Testing can’t be automated due to tech & environment issues • Developers’ stubs wreak havoc downstream 2M+ Hours Later… 1000s of Technical Requirements Integration Test Performance Test UAT Design, Develop System Test • Integration testing waits until every system is ready–this wrecks the schedule • One shared environment, very often down, the “manufacturing line” stops constantly • Defect discovery very difficult, 80% of the interfaces are machine interfaces • Manual testing rules because automation has failed, labor and time costs are way too high • Manual testing rules because automation has failed, labor and time costs are way too high • MTTR of issues is too high and growing-“100 person conference calls” • Performance testing often squeezed or meaningless because it’s not production scale • Most of their defects, even requirements and design, are discovered here Many Others… New Product Offering New Partner Support Summer Promotions 80+ Fixes Business Requirements

5. Growing Pressures Of Application Development • Composite Applications • More Labor Required • Missed Deadlines • Production Failures • Increased Infrastructure Cost

6. Identify bottlenecks and defects at every level Presentation Layer Web 2.0 Other UI Service Layer J2EE Web Service BPM CORBA Integration Layer ESB Web Service RMI Custom Data/ Applications Packaged App Database Legacy File System Gain transparency and traceability across complex, distributed application architectures iTKO is a solution for an IT problem that CA has not previously addressed Message traffic performance through the hardware

7. Today’s Environment HelpEngine CRM App RoutingService CollaborationApp Web Interface Web/WAP Interface VirtualService BI Tools Portal Cloud External Partners Content Database Business Rules EJB SOAP ESB Internal Data Warehouse LegacyInfrastructure BPMS File System Products Messaging Service FinancialsMainframe RMI Objects # of Interconnected Components # of Inter-dependent Teams # of Heterogeneous Technologies Rate of Change

8. Root Causes Of Application Development Problems

9. Problem: Constraints INCOMPLETEDEVELOPMENT ACCESS FEES SYSTEMUNAVAILABLE INVALID DATA “I can’t do anything until I have everything…and I never have everything!”

10. Solution: Service Virtualization 24/7 availability Saved $30M Reduced Timeline by 50%

11. Modern Application Development Architecture • 80% of all new applications are composite and highly integrated • Agile has replaced waterfall development methodologies • Most new application development is self-service and customer-facing making complexity exponential • Customers expect Facebook and Google quality HelpEngine CRM App RoutingService Web/WAP Interface BI Tools CollaborationApp VirtualService Web Interface Portal Cloud External Partners Content Database EJB ESB SOAP Business Rules Internal Data Warehouse BPMS • 70% of the information developers need is outside of their control when they need it • Limited predictability on how it’s going to perform and where it’s going to break • Traditional products and methodologies don’t work in this new architecture Infrastructure File System Products FinancialsMainframe Messaging Service RMI Objects

12. Service Virtualization • iTKO invented, patented and released Service Virtualization in 2007 • We clone the behavior of constrained systems • We solved the 70% availability issue • Proven value with 100+ F500 customers • Mature 4th generation product virtualizes everything HelpEngine CRM App RoutingService Web/WAP Interface BI Tools CollaborationApp VirtualService Web Interface Portal Cloud External Partners Content Database EJB ESB SOAP Business Rules Internal Data Warehouse BPMS Infrastructure File System Products FinancialsMainframe Messaging Service RMI Objects

13. Built For Modern Architecture • LISA was built specifically for this architecture to solve the predictability issue • Continuous Validation of performance and usability • Increase collaboration through automation • Applications are more predictable • Fixing problems in production is 10x the cost • Enables enterprise agile HelpEngine RoutingService CRM App Web/WAP Interface BI Tools CollaborationApp VirtualService Web Interface Portal Cloud External Partners Content Database EJB ESB SOAP Business Rules Internal Data Warehouse BPMS Infrastructure File System Products FinancialsMainframe Messaging Service RMI Objects

14. This Is What LISA Addresses

15. Problem: Manual Labor “My team of 50 is now a team of 250 in just 5 years due to more components and releases.”

16. Solution: Automation Achieve and maintain 85%-95% coverage after 1st test cycle.

17. Validate With Complete Automated Testing (National Cable Service Provider) Manual UI Testing Automate end-to-end coverage to find bugs “between the boxes” Manual Validation After Before Challenges • Manual testing incurring delays and costs • No traceability or transparency across tiers • SMEs required to manually validate results Results with LISA • 95% reduction in per-test costs • Regression testing reduced from 18 weeks of labor to 1 day

18. Problem: Complexity “We spend far more time figuring out where the bug is than we do fixing the bug”

19. Solution: Collaboration “Alt-Click!” DEVELOPER TESTER Reduced “non-reproducible” defect closure by > 66%

20. Problem: Change And Unintended Consequences UPSET CUSTOMERS PRODUCTION ISSUES SERVICE DOWN “Too many things go into production without adequate testing”

21. Solution: Continuous Validation Reduced problems delivered to QA to <1% and took 5 months off integration release cycle

22. Value Analysis: Ask Yourself… “90% manual” “At least 35%” “3-4 hours each” “25% or more” “4-5 hours avg.” “80%+” • How many requirements are tested manually vs. automated? • What % of QA’s reported defects are rejected as "not reproducible“ by Dev? • Time spent “proving” an issue that's been rejected as not reproducible? • % of resolved cases from Development re-opened by QA as still failing? • Avg. Dev & QA time recoding and retesting each unresolved issue? • The big one: % of Total Test time in the next release spent retesting what you are testing in the current release? Typical Results: Cost Savings > 25% | Releases > 20% Faster

23. Value delivered with LISA • Reduced infrastructure cost • Parallel development and testing • Increased quality and performance • Shorter release times

24. Questions and Comments