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CA Unified Infrastructure ManagementProfiles in Partner Success
PROFILES IN PARTNER SUCCESS | NOVEMBER 2015
2 | PROFILES IN PARTNER SUCCESS | NOVEMBER 2015 ca.com
Table of ContentsExecutive Summary 3
Introduction: Service Providers Scale Services, Revenues and Profits with CA UIM 3
Alliant Engages CA UIM to Reduce Customer Costs and Risk, Prepare for the Internet of Things 5
CA UIM Powers High-Value Industry Services for Alphaserve 7
CA UIM Gives Capgemini Brazil Unified Visibility of Technology and Global Business 9
GDT Advanced Solutions Leverages CA UIM to Optimize the Customer Experience 11
OneNeck Uses One Solution to Monitor its Customers’ Hybrid IT Environments 13
Conclusion 15
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Executive SummaryAround the world and across market segments, service providers are more successful because they’ve implemented CA Unified Infrastructure Management (CA UIM). In this paper, we invite you to meet some of the providers that are profiting from CA UIM. Hear from the firms’ executives and find out why they chose CA UIM—and why they’d do it again.
Introduction: Service Providers Scale Services, Revenues and Profits with CA UIMThe savvy service provider leader understands that things like meeting service level commitments, delivering innovative new services, maximizing operational efficiency and increasing business agility aren’t just nice-to-haves, they’re critical ingredients for revenue growth and business success in the application economy. Many of the most successful service providers have chosen CA UIM because it’s a monitoring platform that works to their advantage as they seek to deliver more services and value and expand revenues and profits.
Service providers choose CA UIM because it helps them:
• Expand their service catalog. CA UIM represents a single, unified solution and architecture that can power an extensive set of monitoring services. CA UIM supports more than 140 technologies and environments, including physical and virtual servers, networks, storage, databases, applications, user experience, public and private clouds, power and cooling infrastructure, mainframes and more.
Figure A
CA UIM delivers powerful benefits to service providers.
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• Scale operations and revenues. CA UIM features an efficient, multi-tenant architecture that has been proven to scale to support global deployments and hundreds of thousands of devices with a single instance. It’s a solution that enables service providers to support more users, devices, transactions, environments and customers.
• Delight customers. Service providers leverage CA UIM to gain a unified view of their client’s environments, so they can manage service levels proactively, spot and pre-empt issues and speed repair. Further, they can deliver the sophisticated reporting, dashboards and portals that provide more value and build more trust with customers.
• Enhance margins. With CA UIM, service providers can standardize on an easy-to-use platform that offers comprehensive coverage. By reducing the cost and complexity of managing multiple point tools, service providers can boost staff efficiency and improve margins.
On top of all this, CA UIM is backed by CA Technologies, a vendor with a pervasive presence across service provider markets. CA has a proven track record of truly partnering with its service provider customers, offering not only category-leading solutions but the enablement resources, flexible pricing, consulting and support that they need to gain maximum value from their investments and optimal market traction for their CA-powered services.
Many reasons. Many benefits. One solution.Browse the following pages to see why leading service providers have adopted CA UIM and how they benefitted as a result. This document features profiles on the following organizations:
Alliant. Alliant has built an innovative service delivery model. CA UIM is instrumental in supporting the organization’s approach to standardization, efficiency and scale, enabling the team of 150 to manage infrastructures in 48 states and 37 countries.
Alphaserve Technologies®. With CA UIM, the team at Alphaserve was able to move away from many monitoring products, minimize “noise” and streamline operations—which has been essential in helping the company maintain internal margins above 70 percent.
Capgemini Brazil. CA UIM is helping Capgemini Brazil to support large, extremely complex and globally distributed client infrastructures. Through its unified coverage and sophisticated insights, CA UIM has helped the organization speed troubleshooting by 60 percent.
GDT Advanced Solutions™. Aligned with the company’s ITIL® (IT Infrastructure Library)-focused approach, CA UIM helped GDT Advanced Solutions modernize its infrastructure monitoring, gain end-to-end visibility of client environments and speed mean time to repair (MTTR) by 20 percent.
OneNeck® IT Solutions. The company standardized on CA UIM, and as a result has seen improvements in every area of its business, including improved SLA compliance and enhanced reporting services. Today, OneNeck relies on CA UIM to monitor nine data centers and hundreds of customer environments.
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What value-added managed services does Alliant offer?
We deliver global infrastructures, including wide area networks (WANs), local area networks (LANs), unified communications and data centers. What’s different about Alliant is that we don’t just build and operate this infrastructure, we own it.
Our Continuous Infrastructure Service (CIS®) represents a fundamental change in terms of risk. With traditional managed services models, customers offloaded some of the work, but none of the risk. Businesses were still exposed to the risk of obsolescence, maintenance, operations and costs of ownership. We’re taking all those risks out of the equation for the customer.
We build a reference architecture for all configuration items (CIs) that are part of the core IT network—including circuits, routers, WAN accelerators, switches, wireless access points, IP phones, telepresence video screens and wireless LAN controllers. This means we work with specific models and configuration options. This standardized approach enables us to scale and support large customer networks. We have 150 employees and we’re currently managing 32 large global networks for our customer base, which includes some enormous companies.
Compared to traditional models, it takes much less labor for us to build, manage and operate networks. Many traditional IT departments will have one full-time employee (FTE) for every 250-400 CIs. We now have one FTE for over 1200 CIs and we expect that number will grow to 5000 in the next two years—that’s up to 20 times more efficient than current IT departments can run infrastructure.
Alliant Engages CA UIM to Reduce Customer Costs and Risk, Prepare for the Internet of Things
COMPANY PROFILEHeadquartered in Morristown, NJ, Alliant designs, deploys and manages a global IT infrastructure utility that delivers agility and scalability while lowering operating costs and risk for commercial enterprises.
FAST FACTS Company Size: 150 employeesFounded: 1998Locations: Headquartered in New Jersey, with customer locations in 37 countriesCA UIM Customer Since: 2009
TOP AWARDS• Alliant Named to CRN TechElite 250 List• Alliant Recognized by Cisco for Customer Service Excellence
CONTACT Website: www.allianttech.comPhone: 973-267-5236TwitterLinkedIn
Bruce Flitcroft, CEO, Alliant
Q&A with ...
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This efficiency helps us to be profitable and it enables us to deliver significant cost savings. Our customers typically see a 20 percent return on investment on infrastructure spending within the first year.
The reality is that in most IT organizations, 80 percent of personnel, labor and budget are effectively focused on keeping the lights on. We remove the requirement for companies to invest so much time and effort in operating their infrastruc-tures. This enables CIOs to start migrating employees to other IT roles that better prepare the business for the digital future.
We build and operate networks where the cost per CI is dropping precipitously. With these cost savings and our modular, standardized approach, we make it practical for customers to expand past core infrastructure and to begin supporting new CI types, which puts them in a strong position to pursue their Internet of Things (IoT) initiatives.
Why did you choose CA UIM?
As we went through the process of developing CIS, we wanted to build on a single monitoring platform. We chose to standardize on CA UIM for three key reasons:
• Multi-tenancy support. With CA UIM we could efficiently collect and manage data in a multi-tenant environment. We manage private networks. Even though we share operational tools among customer implementations, we need to keep data separate. CA UIM enables us to efficiently manage multiple clients, while segregating their data.
• Integration and coverage. CA UIM snapped neatly into our global architecture. We’re managing infrastructures in 48 states and 37 countries, so we’re supporting massive amounts of CIs and CI types—and the number of items expands dramatically with the move to IoT. To efficiently manage these environments, we couldn’t run dozens of monitoring tools. CA UIM gave us a single tool that could support all the CIs and protocols we required, including SNMP, TCP/IP, ICMP, UDP and more.
• Security strategy support. It’s critical for us to minimize security exposure for our clients. All of our services have been designed to do no harm to the customer’s network security posture. Other monitoring tools we evaluated all pulled data out to a remote server or cloud service. This would have added attack surface areas, which runs counter to our security strategy. With CA UIM, we could collect all data within the customer perimeter, which was vital in supporting our strict security requirements.
How are you using CA UIM?
Our main business model is based on the assumption that we will lower defects, and our clients consistently see dramatic reductions in tickets and failures. The question is how do we continuously improve, so we can get as close to zero issues as possible? We commit to stringent service level agreements. We effectively are promising to deliver any application, anywhere in the world, error free. To do that, we need to continually be analyzing and improving performance. When we get an anomaly or error, we need to quickly determine whether it was with a server, circuit, database, client or cloud application. CA UIM is one of the tools we rely on to triangulate the cause of an issue. It’s essential in helping us measure behavior and diagnose and triage issues.
What ROI did Alliant realize from its CA UIM investment?
CA UIM was vital in supporting our operational standardization and efficiency. With CA UIM, we can support data collection through standard protocols, and we can easily adapt to support any device or technology our customers require—whether IoT devices, sensors, input/output devices or pretty much anything else.
With CA UIM, whatever customers can imagine integrating, we can easily support. In the past, incorporating non-standard item types was a custom, end-to-end integration project. With our architecture and CA UIM, we’re decoupling that, so we can plug any IoT interface on top and the network will work. This will be instrumental in supporting our customers in the years ahead, while ensuring low-cost, efficient operations.
What have you been able to do with CA UIM that you couldn’t do before?
In today’s global economy, the IT industry has to adapt to the consumption economics model. Quite simply, people want to pay monthly, and only for what they use. We’re trying to align with these customer expectations and make our service as easy to consume as possible. Today, that means enabling customers to subscribe to a complete service on a pay-as-you-go basis—and it was critical that our vendors helped support this approach. Two years ago, many of the software vendors we’d talked with couldn’t wrap their heads around this consumption economics model, but CA did. The company’s support of our business model is one of the main reasons we’re working with CA.
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What value-added managed services does Alphaserve offer?
We deliver a comprehensive set of IT infrastructure management services to our clients. There are several key factors that set us apart in the marketplace. First, we take a highly focused vertical approach, serving customers in four key industries: financial services, healthcare, legal and media. Second, we take this industry expertise and we provide a strategic approach to our services, so we help our customers maximize the performance of their most critical business services. Finally, our clients are global, so we’ve invested in a global delivery model that enables us to meet our customers’ requirements for international coverage and around-the-clock support.
Why did you choose CA UIM?
Early on, we’d used many different monitoring products, which created several issues. The systems weren’t integrated and they were complex to implement. In addition, they were difficult to tune, so we were struggling with a lot of “noise” associated with false alarms and redundant alerts. In addition, the solutions we’d implemented left us lacking effective server monitoring capabilities. For all these reasons, we were looking for alternatives that would help us eliminate these obstacles.
We adopted CA UIM in 2009. We chose CA UIM for a number of reasons. The solution gave us the server monitoring capabilities we were lacking. After reviewing the solution, and seeing how the system offered strong system and network
CONTACT Website: www.alphaserveit.comPhone: 212.763.5503LinkedIn
TOP AWARDS• Alphaserve Technologies awarded “Best hedge fund management firm
IT initiative for 2015” by HFMWeek• Alphaserve Ranked #2348 in Inc 5000 for 2015, #2493 in 2014
FAST FACTS Company Size: 200 employeesFounded: 2010Locations: U.S., Europe, India, PhilippinesCA UIM Customer Since: 2009
COMPANY PROFILEAlphaserve Technologies is a privately held firm of technology and business professionals serving clients in 300 cities and 38 countries, ranging from multinational blue chip firms to small boutique financial companies.
CA UIM Powers High-Value Industry Services for Alphaserve
Arup Das, CEO and CTO, Alphaserve Technologies
Q&A with ...
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monitoring, an extremely efficient architecture and a great deal of openness, we thought, “this is awesome.” Perhaps most important was the solution’s synthetic transaction monitoring capabilities, which have proven to be critical for our business.
How are you using CA UIM?
We have several globally distributed network operation centers, and we offer a complete range of managed IT services, including level 1-3 help desk services, monitoring, remediation, ticketing and more. CA UIM plays a fundamental role in our ability to deliver all these services to our clients.
One of the key factors that really distinguishes us in the market is the ability to bring industry expertise to our core markets, and to help optimize our clients’ most critical business services. We use CA UIM to help monitor our clients’ business services from end to end. With CA UIM, we can build custom synthetic transaction monitoring services, and then routinely execute those transactions and generate monitoring data on the end-to-end process as well as each specific step within the workflow. With CA UIM, we can provide objective, continuous measurements of end user service levels and track how performance and availability metrics compare to service level agreements. Further, the solution enables us to deliver this intelligence to customers via on-demand dashboards, which customers find incredibly valuable in managing their environments and businesses.
What ROI did Alphaserve realize from its CA UIM investment?
For any MSP, the fundamental challenge is this: As I bring on new services and contracts, how do I continue to be profitable? In our business, we have to maintain 70 percent internal gross margin on service delivery. If we don’t, it doesn’t matter how many customers we add or what we charge, our profits won’t be high enough to sustain our growth.
We run a lot of analytics on our NOC, and we’ve been able to consistently maintain internal margins above 70 percent—and CA UIM has a lot to do with that. CA UIM has been essential in helping us deliver high value services that enable us to sustain premium pricing levels and CA offers effective pricing and packaging for service providers.
Most importantly, through the solution’s intelligent alarm suppression, monitoring templates and streamlined architecture, CA UIM has been instrumental in our boosting operational efficiency. Without the solution’s sophisticated
capabilities for tuning alarms, we would have had to double the amount of staff we had in our NOC as we grew our offerings and customer base. CA UIM easily saved us more than 30 percent in headcount increases as we’ve grown our business. The bottom line is that CA UIM has helped us expand our revenues and our profits.
What have you been able to do with CA UIM that you couldn’t do before?
CA UIM has enabled us to deliver higher value services more profitably than we could before. With its ability to support synthetic transactions, CA UIM has been vital in delivering high-value specialized services to customers. The solution gives us not only end-to-end insights, but also supports our ability to tie together infrastructure visibility with our industry expertise to deliver proactive insights that deliver significant business benefits.
For example, we have been working with a leading hedge fund management firm for several years now. With CA UIM, we were able to set up end-to-end monitoring of the company’s vital trading services and establish intelligent, automated alerting that helped us ensure any potential issues immediately get escalated to the right business and technical staff. One night, our monitoring triggered alerts about a storage system nearing capacity. Given our understanding of the client’s infrastructure and business, we knew if this issue wasn’t addressed, the issue most likely would have halted the company’s trading operations the following day, which would have had massive financial implications for the business and its clients.
With CA UIM, we could ensure that automated alerts were generated, so staff could pre-empt the issue—before there was any negative business impact. We have developed similar business process knowledge—and delivered these kinds of benefits—for customers in every industry we serve, including financial services, healthcare, legal and media.
In addition, CA UIM stood apart from our prior tools because it offers pre-packaged and fully customizable monitoring templates, which are also essential in helping us streamline our operations. With these templates, we can standardize implementation and ongoing maintenance, so we can expand our services without expanding our staff.
Finally, CA UIM offered the openness and flexibility that enabled us to do intelligent tuning of thresholds and alarms, so we could minimize the alarm noise that administrators had to contend with. Our prior solutions lacked these capabilities.
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What value-added managed services does Capgemini Brazil offer?
We operate as a one-stop shop for our clients’ IT and business requirements, offering a comprehensive range of services in such areas as applications, infrastructure hosting and management and business process outsourcing.
Our team has a strong focus on infrastructure management. We can analyze our clients’ infrastructures and business requirements, select solutions, implement and host solutions and support those solutions on an ongoing basis. Being part of Capgemini, the team based in Brazil serves the needs of local customers as well as a global customer base, including large enterprises with internationally distributed operations.
Why did you choose CA UIM?
Over the course of the past 15 years, we’ve had extensive experience working with a number of monitoring tools. The main thing that makes CA UIM stand apart is exactly captured in the word “unified.” The solution gives us the ability to consolidate monitoring of a lot of different technologies across widely dispersed locations, using the same interface and the same approach. With CA UIM, we can operate in a more standardized way—because we can work with a single monitoring platform.
CA UIM Gives Capgemini Brazil Unified Visibility of Technology and Global Business
COMPANY PROFILENow with 180,000 people in over 40 countries, Capgemini is one of the world’s foremost providers of consulting, technology and outsourcing services. The Group reported 2014 global revenues of EUR10.573 billion.
FAST FACTS Company Size: 180,000 employees, with more than 8,500 in BrazilFounded: 1967Locations: Headquartered in France, locations in 40 countries; 90 technical service centers in BrazilCA UIM Customer Since: 2011
TOP AWARDS• Capgemini Wins Financial Services Partner Innovation Award at
Dreamforce 2015• Capgemini Positioned as a Leader in Gartner’s 2015 “Magic Quadrant
for SAP Implementation Services, Worldwide”
CONTACT Website: www.capgemini.comPhone: 650-825-2300TwitterLinkedIn
Edemilson José da Silva, Senior Infrastructure Specialist, Capgemini Brazil
Q&A with ...
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With CA UIM, we’ve been able to monitor a large client’s entire diverse infrastructure—which housed various server platforms, including Windows®, IBM AIX®, Linux® and AS/400 servers; hypervisors from Citrix, Hyper-V and VMware; Oracle, SQL Server® and DB2 databases; Cisco network equipment; F5 load balancers; security appliances; Vblock; EMC VMAX and Celerra storage environments; applications like Microsoft Exchange®; Web servers and more.
CA UIM also offers unified visibility across geographies as well, which is critical given the global nature of our business. For example, Capgemini has a major client based in Belgium. We host their data center infrastructure in Europe, we have a dedicated team in India that delivers level 1-3 support of the infrastructure using CA UIM, and the team in Brazil is responsible for maintaining the CA UIM solution, which is hosted in our data center in Brazil. CA UIM offers the scalability and robust architecture that enable us to efficiently manage monitoring across these broadly distributed environments.
How are you using CA UIM?
Normally, many customers are operating in silos based on different technologies, for example with separate teams focused on operating systems, databases, storage, applications and so on. These teams may each have a part of the information, but when issues arise, this isolated visibility makes it difficult to quickly determine where the cause is originating.
With our consulting expertise and CA UIM, we can help provide a unified view across these silos, and we can tie the performance of specific infrastructure elements to business services. An IT operator may see that a CPU is nearing a utilization threshold. What’s more important is the fact that the taxed CPU is resulting in slow page load times for a critical business application. We work with clients to define these linkages and then CA UIM helps us provide a unified view, so we can more effectively manage the relationship between IT and business performance, and escalate issues with an understanding of their business impact.
Another point is that CA UIM offers incredible dashboard functionality, featuring an extensive dashboard library and easy customization. The solution’s service level agreement (SLA) management capabilities also enable us to provide reports and dashboards that help IT operations teams track the SLAs they have in place with various business areas, so they get insights they need to improve SLA compliance.
What ROI did Capgemini Brazil realize from its CA UIM investment?
CA UIM has helped us significantly improve the agility and efficiency of our operations. For example, with prior tools, when an operator received an alarm, they may have had to open up several different windows and even log into other applications to start troubleshooting. By contrast, with CA UIM, operators can view an alert and, in the same window, drill down to get the specifics surrounding the issue. This streamlined process has helped reduce our troubleshooting times by 60 percent.
The solution’s broad coverage helps us address more customer needs and expand business opportunities. Now, if a client deploys a new technology or cloud service, and they don’t have related expertise internally, CA UIM gives us the monitoring coverage and best practices required to quickly support the customer’s new service. For example, one client had a new deployment of several Oracle database instances, but they only had DBAs that were SQL Server specialists. With CA UIM, we could quickly and efficiently support the customer until the IT team was able to hire the Oracle specialists required.
What have you been able to do with CA UIM that you couldn’t do before?
CA UIM literally enables us to monitor everything. With CA UIM, there’s always a way to get the information we and our clients need. Beyond the solution’s off-the-shelf coverage of many technologies, CA UIM offers the flexibility to adapt to pretty much any other system. We can automatically run any application executables from the operating system’s command-line interface, and use the output of those actions to capture and process data, and start tracking performance and generating alerts.
CA UIM can also run SQL queries against any SQL database, which is wonderful, because we can provide dashboards that consolidate both technical and business information. For example, we have a client that runs business applications on the CICS (Customer Information Control System) platform, which operates on an IBM mainframe. With CA UIM, we can monitor the transactions going on within CICS, and, in a single custom dashboard, display the performance of the underpinning servers and network components, end-to-end transaction response times, transaction volumes and even sales volumes for a given period. With other tools this simply wasn’t possible.
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GDT Advanced Solutions Leverages CA UIM to Optimize the Customer Experience
CONTACT Website: gdtadvancedsolutions.comPhone: 844.438.3375TwitterLinkedIn
COMPANY PROFILEGDT Advanced Solutions, a wholly owned subsidiary of award-winning,technology integration partner General Datatech, LP (GDT), offers aflexible, broad range of services for businesses with increasing dependence on technology.
FAST FACTS Company Size: 501-1000 employeesFounded: 1996Locations: U.S., Australia, Brazil, Canada, Hong Kong, India, SingaporeCA UIM Customer Since: 2013
TOP AWARDS• GDT Named to Top 10 percent of CRN Solution Provider 500• GDT Takes Four 2015 Cisco Partner Summit Awards Including Cisco
Architectural Excellence for Service Provider Architectures
What value-added managed services does GDT Advanced Solutions offer?
GDT Advanced Solutions provides the knowledge and skills that help customers maximize their use of technology so they can realize their business goals. We offer a broad range of flexible, incident-based managed services, including reactive and best-in-class proactive services. We give our customers a comprehensive view of their network, let them see what’s there and what isn’t and improve system availability. At the same time, we help them avoid unplanned expenses, stabilize their networks, control their risk profile and optimize operations and management. With a state-of-the-art NOC and tools, we offer custom solutions that specifically address a range of customers’ needs—including availability monitoring, alert management, service desk, incident management, MACD (moves, adds, changes, deletes) services, vendor management, problem management and change management. GDT Advanced Solutions frees up talent so staff members can focus more of their time and effort on innovation and core initiatives.
Why did GDT Advanced Solutions choose CA UIM?
We were using multiple monitoring tools, which was proving costly and complex to maintain, and inhibited our engineers’ productivity. We were looking for a solution that would modernize our infrastructure monitoring capabilities, so we could minimize downtime and reduce mean time to repair. The tool needed to provide a real-time comprehensive view of our clients’ environments and help enable the
Anil Pudhiya Vettle, President, GDT Advanced Solutions
Q&A with ...
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fastest possible response to alerts and alarms. We also needed a tool that was scalable and customizable and that offered advanced reporting. The tool also needed to easily integrate into our methodology, which is founded on the ITIL (IT Infrastructure Library) framework. One of the driving factors as to why GDT Advanced Solutions chose CA UIM was the solution’s unified architecture. CA UIM provides us with a holistic view that lets us move quickly to the root cause of specific events and provides the meaningful data that helps us maintain an accurate reporting history.
How is GDT Advanced Solutions using CA UIM?
We integrated CA UIM into our network managed services offering. It took the team just 30 days to implement the flexible and scalable platform, yielding rapid time to value. CA UIM provides us with end-to-end visibility of the status of our clients’ environment, across multiple platforms. We monitor more than 20,000 elements via the solution. With the root cause analysis capabilities of CA UIM, we can now swiftly identify and correct problems before they become performance issues. We are now able to customize features, such as templates for our Cisco Unified Contact Center Enterprise (UCCE) environment. This enables us to gain an unparalleled depth of application-level monitoring inside our contact center environment, so we know in real time what the end customer experience is like.
What ROI did GDT Advanced Solutions realize from its CA UIM investment?
As a result of the implementation, GDT Advanced Solutions has improved mean time to repair by more than 20 percent for many of our managed service clients. Implemented in under 30 days, CA UIM has helped us to dramatically improve service quality, while reducing the cost of service delivery for our customers. The addition of CA UIM to the new GDT Advanced Solutions NOC helps our engineers effectively manage the organization’s tenfold increase in services and provides a comprehensive view of our clients’ networks so issues can be rapidly identified and resolved. This enables our team to proactively respond to real issues instead of simply reacting to alerts and alarms.
What have you been able to do with CA UIM that you couldn’t do before?
By consolidating to one tool—CA UIM—we eliminated the cost and complexity associated with maintaining multiple solutions. By underpinning our network managed services with a unified monitoring solution, we have been able to:
• Gain end-to-end visibility of heterogeneous client environments
• Mitigate downtime and reduce mean time to repair
• Function more effectively and efficiently
Figure B. Administrators in the GDT Advanced Solutions network operations center rely extensively on CA UIM.
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What value-added managed services does OneNeck offer?
OneNeck is an expert provider of hybrid IT and cloud solutions. One of the unique things about us is that we can provide hardware and hosted solutions along with application and outsourcing services, so our customers don’t have to rely on multiple providers. We work with our customers to understand their infrastructure requirements and then develop and deliver the optimal approach for addressing those requirements.
We can deliver cloud solutions in multiple form factors. No matter how a customer chooses to implement their infrastructure—whether on premises, all in the cloud or any hybrid mix of the two—we provide a single point of accountability for performance and availability.
We serve mid-market and enterprise customers in a range of industries. Our focus is on helping businesses in a number of highly regulated vertical markets to address their controls and compliance requirements, including the Payment Card Industry Data Security Standard (PCI DSS), Sarbanes-Oxley (SOX), the Health Insurance Portability and Accountability Act (HIPAA) and more.
Why did you choose CA UIM?
For any service provider that supports customer systems, monitoring is obviously table stakes. It’s not a matter of whether we needed monitoring but which tool would best meet our unique business needs. We wanted a monitoring tool that aligned with all our key requirements and objectives.
CONTACT Website: www.oneneck.comPhone: 855.ONENECKTwitterLinkedIn
COMPANY PROFILEOneNeck IT Solutions LLC, a wholly owned subsidiary of Telephone and Data Systems, operates nine state-of-the-art data centers and offers a full suite of hybrid IT solutions, including hosting solutions, ReliaCloud® enterprise cloud services, managed services, ERP application management and IT hardware.
FAST FACTS Company Size: 600 employeesFounded: Formed in 2014, with separate entities doing business since 1993Locations: Arizona, Colorado, Iowa, Minnesota, Oregon and WisconsinCA UIM Customer Since: 2011
TOP AWARDS• OneNeck IT Solutions named to 2015 CRN Fast Growth 150 list• OneNeck IT Solutions recognized by Cisco for Excellence in
Customer Satisfaction
OneNeck Uses One Solution to Monitor its Customers’ Hybrid IT Environments
Clint Harder, Chief Technology Officer and Senior Vice President—Cloud and Managed Services, OneNeck
Q&A with ...
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“ Using CA UIM benefits every area of our business. Fundamentally, CA UIM is core to our organization’s ability to deliver services to customers.”
We’re a large service provider that operates nine geographically distributed data centers and we also manage many remote customer environments. Given the breadth of the services and environments we support, it was critical to find a tool that provides broad technology coverage. Quite simply, we wanted a solution that could reduce the number of monitoring tools and infrastructures we were using. We also wanted a tool that was mature, aligned with managed services and multi-tenancy, and capable of supporting customer needs at varying levels.
We chose CA UIM because it gives us a single tool that offers the coverage we need. With CA UIM, we can efficiently monitor all our distributed data centers and customer environments. In addition, we can easily customize the solution to address the specific checks and lookups our customers need. The solution’s efficient, hub-based architecture enables us to deploy collectors remotely, while leveraging a scalable, centralized alarm processing and data collection infrastructure.
How are you using CA UIM?
Today, we’re using CA UIM as our standard monitoring platform. We use the solution to monitor our company’s data centers, our cloud and shared services infrastructures, and hundreds of our customers’ dedicated infrastructures. In that latter case, we can monitor and manage every layer of our customers’ computing stacks, from networking infrastructure and hardware all the way up to tracking application performance and transaction times.
We also customize CA UIM to deliver creative solutions for monitoring infrastructure, servers and applications across the breadth and depth of industries our customers operate within.
What ROI did OneNeck realize from its CA UIM investment?
Using CA UIM benefits every area of our business. Fundamentally, CA UIM is core to our organization’s ability to deliver services to customers. It’s instrumental in helping us deliver against SLAs. It enables us to significantly reduce downtime and offer customers more sophisticated reporting services. This gives our customers the confidence to add new high-value services, such as application and transaction monitoring.
What have you been able to do with CA UIM that you couldn’t do before?
None of our prior solutions delivered the visibility and coverage we needed to support all our data centers and customer environments. Early on, we were using five monitoring technologies and running seven unique monitoring instances. Because of its unified coverage of hybrid environments and its flexible customization, CA UIM is enabling us to go from using five tools to consolidating on one. As a result, we have been able to eliminate the duplication of services and reduce licensing, infrastructure and maintenance costs. In addition, using a single platform allows our operations team to more efficiently monitor all of our customers’ applications across the country.
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CA Technologies (NASDAQ: CA) creates software that fuels transformation for companies and enables them to seize the opportunities of the application economy. Software is at the heart of every business, in every industry. From planning to development to management and security, CA is working with companies worldwide to change the way we live, transact and communicate – across mobile, private and public cloud, distributed and mainframe environments. Learn more at ca.com.
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ConclusionAround the world, hundreds of top service providers have chosen CA UIM for a multitude of reasons—the following are just a few:
• Receiving phenomenal customer service
• Gaining true market differentiation
• Offering customers visual, tangible views that convey the business value of IT
• Harnessing a consolidated view across technology domains
• Delivering innovative new services that weren’t possible before
What will your reasons be?
Follow the links below to sign up for a free trial of CA UIM, or to learn more about the solution. See what a powerful, comprehensive and advanced monitoring solution can do for your business. Whether your goals are efficiencies, growth, differentiation or improved service levels, CA UIM can help.
• CA UIM free trial sign-up page
• CA UIM product Web page
• CA for Service Providers Web page
• CA UIM for MSPs Video
• CA Service Provider Central Page on Flipboard
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