CA’s solution to Service Assuranceof Syndicated Services: bridging the gap between customer expectations and traditional SQM

Lucia Gradinariu,

Sr. Industry Advisor

Communications Media & Entertainment (CME)

CA in the Service Providers Industry

CA is Dedicated to serving Service ProvidersA leader in worldwide infrastructure and management software

Overview of CA

$4B in revenues; $14B in market cap

15,000+ employees; 150 offices in 45

countries

Transforming IT Management:

Manage: Manage Service Quality based on

business priority

Govern: Maximize business value by aligning

portfolio of services with the business

Secure: Protect assets and minimize risk

17,000+ customers; 98% of Fortune 1000®

CA’s current mandates include: Building partnership with customers and SIs

Focusing on net new revenue growth

Expanding solution selling capabilities

Focus on Service Providers

Dedicated Service Provider Business

Unit to focus on telecom business

solutions

CA Solutions are incumbent in the

world’s top 30 CSP’s and the world’s

leading Media and Entertainment firms

CA is a recognized leader in the

Identity &Access management, and

Network & Systems managements

CA’s portfolio offers customers the

broadest one-stop shop for key

solutions in the security, storage, IT

optimization, and infrastructure

management space

Key technology Areas

Next Generation Services

Management (SDF, SQM)

Product & Portfolio Management

4

CA Serves Service Providers Worldwide

CA CME Customer Base

Service Assurance: challenges of the new generation of services

Assurance in a Customer and Internet driven world of service offerings

> The Promise: ensure that services provided to

customers are continuously available and to SLA or QoS

performance levels

diversification

syndication

heterogeneity

correlation

> The Challenge:

CA perspective

Value proposition of CA’s solution:

> E2e Service Quality Management across layers (network,

services, products) and across domains

> Events based framework for aggregating all type of data

sources related to service performance

> Contract based service level monitoring and reporting

empowering Customer care

> Drill down into detailed service management and root

cause analysis

> Open API platforms and WS based integration with third

party systems

8 March 22, 2015 [Enter presentation title in footer] Copyright © 2007 CA

Infrastructure & Clients Management

9 March 22, 2015 [Enter presentation title in footer] Copyright © 2007 CA

Customer End Points

Service Management

Catalog of Services

Link Service Operations with Business Requirements

■ Measure performance based on B2B goals and Customer success■ Product/Customer SLA monitoring

■ Product/Service/Resource usage,

cost, service levels monitoring

■ Integrated workflows

■ Integrated Service Desk function

Catalog of Products

Product Management Product

Ordering & Fulfillment

Service Assure Service Accounting Service Catalog Service Desk Service Availability

Event Based Management Framework

■ Collect service related events across organizations and domains■ Standards aligned (WS-Eventing, WSDM/WEF)

■ Data enrichment and transformation

■ Customizable adapters

Event Management Automation & Analytics

3-rd party syndicated

service

3-rd party syndicated

service

Service Delivery Platform

Service Delivery Platform

B2B interface

Service Delivery Platform

Service Lifecycle

WS-Eventing

WS-Eventing

CORE SOLUTION

Infrastructure & Clients Management

10 Copyright © 2008 CA

Customer End Points

Service Management

Catalog of Services

Link Service Operations with Business Requirements

■ Measure performance based on B2B goals and Customer success■ Product/Customer SLA monitoring

■ Product/Service/Resource usage,

cost, service levels monitoring

■ Integrated workflows

■ Integrated Service Desk function

Catalog of Products

Product Management

Product Ordering & Fulfillment

Event Based Management Framework

■ Collect service related events across organizations and domains■ Standards aligned (WS-Eventing, WSDM/WEF)

■ Data enrichment and transformation

■ Customizable adapters

Spectrum eHealth

Event Management Automation & Analytics

3-rd party syndicated

service

3-rd party syndicated

service

Service Delivery Platform

Service Delivery Platform

B2B interface

Service Delivery Platform

Service Lifecycle

Performance Monitoring of Services, Resources and Customer transactions

■Tracking 100% of customer transactions

■Instant alerting on failed transactions

■Higher Availability and Performance

■Real-time monitoring of service

application and service lifecycle processes

performance

■ B2B SLAs

Network , Systems and Applications Management

■ Fault and performance management across applications, databases, systems, networks■ Service Management on Service and Resources Models

■ Correlations and Root Cause Analysis

WS-Eventing

WS-Eventing

IAM

Federated Identity Framework

■ SSO and access management for subscribes to services across domains

EXTENDED SOLUTION

Clarity

Service Assure Service Accounting Service Catalog Service Desk

Program and Portfolio Management

■Product Portfolio

Management

■Pipeline Management

■Idea-to-launch

management

■Project and Resources

Management

IntroscopeCustomer ExperienceManagement

IntroscopeCustomer ExperienceManagement

Solution demonstration

Q&A