Pre-Con Ed: Integrate Your Monitoring Tools Into an Automated Service Impact Analysis and Ticketing System With CA Service Operations Insight

Pre-Con Ed: Integrate Your Monitoring Tools Into an Automated Service Impact Analysis and Ticketing System With CA Service Operations Insight

1. World
®
’16
Pre-Con Ed: Integrate Your Monitoring
Tools Into an Automated Service Impact
Analysis and Ticketing System with CA
Service Operations Insight
Francois Cattoen, Sr. Principal Product Manager, CA Technologies
Michael Boehm, Sr. Engineering Services Architect, CA Technologies
Jeff Morris, Principal Engineering Services Architect, CA Technologies
DO4X63E
DEVOPS

2. 2 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
For Informational Purposes Only
Terms of this Presentation
© 2016 CA. All rights reserved. All trademarks referenced herein belong to their respective companies. The presentation providedat CA
World 2016 is intended for information purposes only and does not form any type of warranty. Some of the specific slides withcustomer
references relate to customer's specific use and experience of CA products and solutions so actual results may vary.
Certain information in this presentation may outline CA’s general product direction. This presentation shall not serve to (i) affect the rights
and/or obligations of CA or its licensees under any existing or future license agreement or services agreement relating to any CA software
product; or (ii) amend any product documentation or specifications for any CA software product. This presentation is based oncurrent
information and resource allocations as of November 1, 2016, and is subject to change or withdrawal by CA at any time withoutnotice. 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 releasereferenced in
this presentation, CA may make such release available to new licensees in the form of a regularly scheduled major product release. Such
release may be made available to licensees of the product who are active subscribers to CA maintenance and support, on a whenand if-
available basis. The information in this presentation is not deemed to be incorporated into any contract.

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Abstract
CA Service Operations Insight is an innovative solution that integrates and correlates information
from CA Technologies and third-party monitoring and service desk tools. Its dashboard unifies
events and alerts from all your monitoring tools into a single point of correlation, ticketing and
escalation.
See the most recent updates to this tool and how it integrates information from CA Spectrum,
CA Application Performance Management, CA Service Desk Manager and other CA and multi-
vendor tools.
You’ll get a quick tour of the alert management console, service dashboard and service
modeling/service impact analysis console.
Francois Cattoen
CA Technologies
Sr. Principal Product
Manager
Michael Boehm
CA Technologies
Sr. Engineering Services
Architect
Jeff Morris
CA Technologies
Principal Engineering
Services Architect

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Agenda
STRATEGIC PORTFOLIO
CA SOI INTERFACES
TICKET CREATION
EVENT MANAGEMENT óALERT MANAGEMENT
FAULT MANAGEMENT óSERVICE MANAGEMENT
SERVICE CREATION
1
2
3
4
5
6
ROADMAP & NEW FEATURES7

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CA Unified Infrastructure
Management
Data Center Facility, Fabric,
Systems, Storage, Cloud
CA Performance
Management
Network
Performance
CA Spectrum
Network
Fault
Core IM
Products
Add-On
Value
Modules
New
Integration
Improved
Integration
CA Service Operations Insight
Service Operations Management
CA Network Flow
Analysis
Flow Analytics
CA Application
Delivery Analysis
App
Response Time
CA Mediation
Manager
Non-SNMP Data
Collection
CA Virtual
Network
Assurance
Virtual
Networking
(SDN)
Our Strategic Portfolio
Infrastructure Management

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CA Service Operations Insight Interfaces
§Dashboard
–Manager-level
overview
§Console
–Administrators
and Operators
§Mobile UI
–People on the road
Dashboard, Console, Mobile UI

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Event Management óAlert Management
§Event: anything that happens, especially
something important or unusual
–Informational events
–Total number can be huge
–Not every event is important
§Alert: to warn someone of a possibly
dangerous situation
–Actionable events
(ticket, email, operator action)
§CA Service Operations Insight is designed
to handle alerts

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Fault Management óService Management
§Fault management: concerned with detecting, isolating
and resolving problems
–Severity centric (act on most critical alert)
–Severitypropagation
§Service management
–Business impact-centric
(act on alert that has highes impact)
–Impact propagation

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Service Management
Service-Driven Automation
Highest
Impact
Highest
Severity
§Capabilities
–Synchronizes alerts across
integrated tools
–Triggers
§Service desk ticketing
§Policy-based notifications and escalations
§Policy-based process automation
§Value
–Common understanding of services
–Standardized actions
–Business operational awareness

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Service Creation
§Bottom up
–Import from domain manager
(eg. CA Spectrum, MS SCOM, CA APM, CMDB...)
–Synchronization
§Top down
–Manual modeling
§Automatic
–Dynamic discovery policies

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CA SpectrumCA Application Performance Management
Transactions
Application Components
Service Creation
Dynamic Service Modeling
Servers and Storage
CA Service Operations Insight
Network
Databases
Service
Application Components
Transactions
CMD
B
Other Tools

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Ticket Creation
§Trigger escalation based on policies
§Ability to delay escalations
§Multiple action types

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New Features
§CA Service Operations Insight 4.0 CU1
–Jasper Reports Server
–CA Unified Infrastructure Management integration
–CA Application Performance Management integration
–CA Spectrum integration
§CA Service Operations Insight 4.0 SP2
–Speed up start up time and shutdown
–Enhanced maintenance (SOIToolBox)
–Replace Google Earth with Google Maps
NEW
FEATURES!

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New Features: CA Service Operations Insight 4.0 CU1
Jaspersoft Reports
§Jaspersoft reports support
§Installation package: jdk, tomcat,
environment settings, JasperReports,
CA Service Operations Insight reports
§Identical configuration and OOTB reports
§User synchronization
§Tip: font usage

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New Features: Connectors
CA Unified Infrastructure Management Connector v3.7.0
§Integration improvements
–Maintenance synchronization
–Flexible CI mapping (granular CIs)
–QueueNameconfigurable
–Alert update interval configurable
–Database support for Oracle

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New Features: Connectors
CA Application Performance Management Connector v3.1
§Integration improvements
–Support for CA APM Team Center relationship maps (v10.1+)
§Includes support for leveraging custom attributes
–Configurable granular metric path-based CIs
§Better leverages EPAgents and power packs
e.g. CIs for queues from MQ power pack or web servers from WS PP
–Intelligent alert routing
§Route RTTM alerts directly to business transaction CIs

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New Features: Connectors
§Integration improvements
–Improved startup initialization performance
–Enhanced multi-threading capability while pulling CIs from CA Spectrum
–Optimized the processing of attributes for all models and especially CAS
SystemEDGEbased models
CA Spectrum Connector v2.0.0.238

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New Features: CA Service Operations Insight 4.0 SP2
Enhanced Maintenance
§Solution needs to be online all the
time –need to reduce any downtime
§Ability to use soitoolbox without
shutting down
§New options
–purgeOutageAlerts
–getRowCount
–purgeAlertQueueAssignment
–cleanAlertsFromRemovedConnectors

19. 19 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
New Features: CA Service Operations Insight 4.0 SP2
Speed Up Start Up Time and Shutdown
§Solution needs to be online all the time –need to reduce any downtime
§Improved startup time after abrupt shutdown
–Correlation cache updated regularly
§Contains key property values of a CI
§Configuration
–<SOI_Install>\jsw\conf\soi-manager.conf
wrapper.java.additional.n=-Dcache.write.interval=7200
§Improved shutdown

20. 20 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
New Features: CA Service Operations Insight 4.0 SP2
§Provide business
services status
world map view
§Identify quickly
which CIs are faulty
§Ability to navigate
to OnceClickconsole to
find out the root cause
and reduce MTTR
Replace Google Earth with Google Maps

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Thank you.
Stay connected at communities.ca.com

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