Service Level Management

1. Service Level Management

2. Business Services Dashboard Monitoring Architecture Domain Layer Consolidation Layer Business & Process Layer Help Desk Network/IT Fault and Availability Network/IT Performance and Capacity Consolidated Operations Console Business Services View Business Impact Analysis Service Desk Incident Network/IT Change and Configuration Network Security Correlation, Aggregation & Filtering Service Level Management End User Management Change Problem Configuration WEB app Security Application Traffic Performance Service Dependency Mapping Application Performance Management Business Process Management Knowledge Discovery Services Service Level IT SM Business Service Management Service Operations Automation Federated CMDB

3. Agenda • CA Service Automation • CA Service Level Management • CA Oblicore Guarantee • Q&A

4. The End to End Service Delivery Chain Service Delivery Management Business Operational Areas Governed by Underpinning Contract Governed by Operational Level Agreement Governed by Service Level Agreement

5. Automation Maturity Dynamic Resource Allocation, Application portability the landscape Cloud Enabled Application deployment, process orchestration, Self-service portal, chargeback Virtualization Maturity consolidate—> optimize —> automate —> dynamic Service Oriented Provisioning, Dependency mapping, Configuration standardization Multi-vendor support, Patching, compliance, Configuration management Application Aware Using scripts or tools from OS/ Virtualization / Hardware Vendor Operationally Ready Best effort Value Organizational Control >> Operational Efficiency >> Competitive Advantage >>

6. 05:00 06:00 07:00 08:00 09:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 99% 99% 99.9% 99.9% 99.999% 99.9% Managing Technologies vs. Services The Technology Challenge: % available Web Server App Server And who is measuring the real user experience … and managing the whole service Mainframe Database Network Application Managing Infrastructure Top-Down in Context of Services is Required End-User Service ? Unavailable or Slow Available, Performing as Expected 6

7. Managing Service Delivery “At Every Level” Process centric Service centric System centric Component centric

8. Managing Service Delivery “At Every Level” Process centric Service centric System centric Component centric Activation, Provisioning, Billing, Invoicing ERP, CRM , Desktops, Financials Unix, Linux, Microsoft, Oracle Server, hub, switch, router, Other resources

9. the goat rodeotypical scenario in delivering a service SERVICE MANAGER BUSINESS MANAGER CUSTOMER REQUIRED FORMS 1 SERVICE DELIVERED 11 2 NEW SERVICE REQUEST REQUEST FOR IT RESOURCES REQUEST FULFILLED AND APPROVED 10 3 OPERATIONS IT PROVISION APPLICATIONS APPLICATIONS REQUEST FOR SUPPORT 9 4 REQUEST FOR ACCESS 6 USER ID CREATED 5 DATABASE SECURITY ROLES ESTABLISHED 8 ACCESS APPROVAL 7

10. digital feng shui automated enterprise service delivery – desired state BUSINESSMANAGER CUSTOMER

11. Manual SLM • Inherits contracts which are wildly different from one another. • Similar contracts managed differently. • Reporting is reactive. • Alerting is not present. • Problems cannot be corrected. • Service Delivery Manager uses the systems that are in place has and assembles final reports manually. Cannot admit failure so often “satisfices” and hopes the customer doesn’t notice. • Data Collection is labor intensive. • Managing exceptions is problematic.

12. The Oblicore Concept = SLM

13. The Oblicore Concept – Service at the Center • For any type of Service • For any type of Contract Party • For any Aspect of the Service • Service Lifecycle Management

14. Design The Oblicore Concept – Design the Services • Design management from concept to retirement • Change control over all phases (using version control) • ITIL v3 Service Process Management concepts (Re-Use) • Template based service design & specification

15. Publish The Oblicore Concept – Publish the Services • Online publication of Service Portfolio Cataloges • Secure access based on Roles & Permissions • Hardcopy output in MS Word / PDF formats • Portal integration capabilities – MS Sharepoint, etc.

16. Contract Contractual The Oblicore Concept – Contract the Services Operational Terms & Conditions Price Cost • Wizard driven service contract generation • Template based design workflow (with workflow approval) • Captures all aspects of Service Contracts • SLAs/OLAs/UPCs managed with full version & status control

17. Report The Oblicore Concept – Report on the Services • Compliance and Operational Reporting (SOX) • Dashboards with contractual and current status • Proactive alarms (predictive, trending, aggregated, ...) • Service feedback reporting

19. Oblicore Guarantee Dashboard

20. Ability to rapidly diagnose problems

21. From Catalog to Contract From Contract to Performance Oblicore Guarantee Contracts Report, DB, Alerts Service Portfolio Products Service • Integrated Reporting • Business Impact • Financial • Operational • Contractual • Standardization • Life Cycle Management • Capture ALL aspects • Single Repository • Reduce Cost/Contract SLA UPC OLA Promise Performance Metric

22. Cost & Productivity • Benefit • Reduce Effort Required to manage service catalogs, service agreements and reports • Reduce Report Maintenance & increase Accuracy • Enable “Economies of Scale” in your sourcing and provisioning strategy through standardization • Reduce Headcount & Increase Productivity • Profitability & Revenue • Benefit • Proactive Penalty Prediction & Avoidance & Recovery • Right-Source : deliver what’s been promised • Right-Source : order what’s needed • Improve Accountability Relative to Competition • Reduce Disputes • Reduce Overdelivery • Optimise Service Catalogue Content • Business Risk • Benefit • Be in control of the service delivery chain across the organization: who delivers what, when, where and why • Future Proof Investment in Service Level Management • Manage internal and external Service Level commitments • Improve Organizational Accountability Typical Areas for Business Benefit from Oblicore

23. With CA Oblicore Guarantee, CA Can Help You Service LevelManager VendorManager CIO • Better communicate the business value of IT • Meet business expectations for service quality • Better allocate finite resources by managing business demand for quality • Maximize value from cloud service providers • Establish clear mutual understanding of service level requirements • Standardize SLM process • Take corrective action to meet business expectations • Reduce cost of manual data gathering and reports • Better negotiate and manage relationships with cloud service providers:“trust but verify” • Recoup penalties, reduce disputes • Incentivize the performance you need

24. Questions

25. Thanks

26. This presentation was based on current information and resource allocations as of May 14, 2010 and is subject to change or withdrawal by CA at any time without notice. Notwithstanding anything in this presentation to the contrary, this presentation shall not serve to (i) affect the rights and/or obligations of CA or its licensees under any existing or future written license agreement or services agreement relating to any CA software product; or (ii) amend any product documentation or specifications for any CA software product. The development, release and timing of any features or functionality described in this presentation remain at CA’s sole discretion. Notwithstanding anything in this presentation to the contrary, upon the general availability of any future CA product release referenced in this presentation, CA will make such release available (i) for sale to new licensees of such product; and (ii) to existing licensees of such product on a when and if-available basis as part of CA maintenance and support, and in the form of a regularly scheduled major product release. Such releases may be made available to current licensees of such product who are current subscribers to CA maintenance and support on a when and if-available basis.  In the event of a conflict between the terms of this paragraph and any other information contained in this presentation, the terms of this paragraph shall govern. terms of this presentation

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