When Downtime Isn’t an Option: Performance Optimization Analytics in the Era of the Customer

1 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD

When Downtime Isn’t an Option: Performance Optimization Analytics in the Era of the Customer

Jeff Henry

Mainframe

CA Technologies

VP Product Management

MFT04S

Seth Miller

AIG

Director, Mainframe Resource Planning, Automation and Performance Testing


Abstract

In the era of the customer, preventing system downtime and fixing performance

issues before they occur is more critical than ever. Discover how the power of IT

analytics can help you deliver improved customer experience through root cause

analysis and actionable insight to prevent problems before they occur and resolve

them faster if they do. See how you can correlate data from multiple sources for

real-time prediction and increased insights into the behavior of your mainframe

systems and databases. Whether you are currently doing IT analytics manually,

using a variety of tools, an expert or a novice, you won’t want to miss this

informative session and learn about new analytics innovations that can help you

reduce costs, increase operational efficiency and delight your customers.

Jeff Henry

CA Technologies

VP, Product Management

Seth Miller

AIG

Director, Mainframe Resource Planning


How do I deliver a flawless experience every time an application touches the mainframe?

In the application economy it’s all about your customers.You need to think about your mainframe reframed.

Connect mobile-to-mainframe applications

Create mainframe infrastructure flexibility

for the future

Unleash the power of data on the mainframe


SOURCES: IBM, Gartner, Aberdeen Research, Enterprise Systems Media

Growth Drives New Demands

40 Trillion mobile transactions per day by 2025

Exponential Growth of Transactions and Data is Driving New Demands on the Data Center

71% of corporate data resides on the Mainframe systems


DEVELOPMENT

Impact on Stakeholders

SECURITY IT OPERATIONS

DELIVER QUALITY APPS FASTERLeverage detailed analytics to improve

apps quality and performance.

BETTER INSIGHTBreadth and depth of visibility into app

performance, crashes and end-user behavior. Anticipate and

respond to resource needs.

ANTICIPATE SECURITY RISKSProactive detection of security risks.

Remediate breaches before damage to enterprise resources and brand occurs.

LINE OF BUSINESS Need to make timely data-driven decisions regarding opportunities and risks for the business.


The ITOA Universe Framework for CA IT Analytics Used to classify data center products into analytics capability and value for enterprise

Value

Adapted from Gartner BI Analytics, IBM Breaking Away with business analytics, and othersDifficulty

What happened?

Descriptive Analytics Why did it

happen?

What will happen?

Diagnostic Analytics

Predictive Analytics

What do we do

about it?

Prescriptive Analytics Make it

Happen

Automation(Optional)

Commonly held view is that Predictive and beyond is what is Differentiating or Transformational

Monitoring


What We Hear From Users

31%

36%

40%

43%

48%

Lack of visibility into information andprocesses

Difficulty reintegrating analysis

Cost

Complexity of managing so many differentsolutions

Complexity of managing such a largeimplementation

Source: 2015 CA Sponsored Research: Vanson Bourne Global Big Data User Survey

92%admit to major challenges managing their organization’s infrastructure to support current and future Big Data initiatives

COMPLEXITY IS 2 OF THE 5 LARGEST CHALLENGES IN MANAGING BIG DATA ENVIRONMENTS

Complexity - The complex environments and tools take time for people to develop required expertise. This complexity continues to grow.

Data - Users are inundated with data instead of actionable information. The amount of data continues to grow exponentially.

Knowledge - Knowledge is held by a few key users and is not easily accessible across the organization.

Sharing - Sharing information is an arduous process across a number of different tools.


We’re One AIG

The world’s leading

insurance organization,

with more than 90 million

customers around the

globe.


Actionable Insight for AIG

Easier and more effective access to historic data allows

us to compare current performance, and “out of

bounds” conditions

We’ve spent way too long having to dig into data to find “what

happened” and “what changed”

DATAAnalytics enable us to more accurately monitor system

component performance by time-of-day • day-of-week •

seasonal various

THRESHOLDSTHE SYSTEM HAS TO

“TALK TO US”


IT Operational Analytics impact on Performance Management

How do you view the maturity level of IT Operational Analytics (ITOA)?How do you see the market moving to be more predictive in nature?How do you drive greater efficiency in Performance Management with analytics solutions?


What do you see as the primary challenges that can be solved with the use of analytical insights ?

How do you overcome these challenges today?


What advice would you offer companies who are struggling

to meet the challenges posed by

this ever growing complexity & volume of data and events?


Evolution of IT Operational Experience

Historically customers have demanded vendors provide

flexible ‘toolkits’ for experts to customize and use

Increasingly customers want ‘adaptive expert systems’ that learn their

environment and support non-experts in making the right decisions

SHIFTS IN THE DESIRED EXPERIENCE


CA Performance Analytics

Proactively monitor

and triage

mainframe

performance issues

as they begin to

unfold

Decrease helpdesk call volume

Rapid assisted

triage will decrease

MTTR and reduce

downtime

Accelerates

learning for the

more junior

workforce

Avoid problems

before they

impact SLAs

EARLY DETECTION OF SYSTEM PERFORMANCE ISSUES BEFORE THEY DISRUPT END USER EXPERIENCE


Application Performance Diagnostics

Embedding usable MAT diagnostic measurements in the triage and problem resolution process

Dynamic

Thresholds

Calculated thresholds based on analysis of historic and near-time system data

Policy Effectiveness Ratings

Monitor the effectiveness of manually created policies to drain false positives from operational experience

Performance AnalyticsSummary

Integrated Enterprise

Monitoring Experience

Metric, policy and interaction consistency between APM, UIM and MF Performance experience


Design Thinking at CA – Come Collaborate!

User & Buyer Research - interviews, observations, surveys, focus groups, strategy testing

Market Analysis - competitive, win/loss, intersecting trends

Customer and Internal Ideation - explore unmet needs that CA can address commercially

Design Thinking Workshops - cross-functional teams engage in exercises to connect with customer need and generate ideas

Idea Testing - ideas tested with buyers, users and sales for commercial appeal

Concept Testing - top ideas turned in to product concepts and retested and refined

Collaborative Development - Agile sprint reviews, design/architectural reviews, prototype testing

Market Testing - ongoing testing of business case with customers, analysts and sales

Usability Testing - structured testing of design quality and end user success

Problem Validation

Solution Validation

Experience Validation

https://cawiki.ca.com/display/MFBUWiki/Customer+Connectedness

https://cawiki.ca.com/display/MFBUWiki/Customer+Connectedness

https://cawiki.ca.com/display/MFBUWiki/Ideation

https://cawiki.ca.com/display/MFBUWiki/Ideation

https://cawiki.ca.com/display/MFBUWiki/Design+Thinking

https://cawiki.ca.com/display/MFBUWiki/Design+Thinking


Recommended Sessions

SESSION # TITLE DATE/TIME

MFX09S Taking IT Analytics to the Next Level WED 11/18 at 1:00 pm

MFT15TNew Mainframe IT Analytics: Actionable Insight into

Root Cause Analysis of Performance IssuesWED 11/18 at 3:45 pm

MFT08SAnalyst Expert View: Mainframe in the Application Economy - Gary Barnett Chief Analyst Ovum

THUR 11/19 at 10:30 am


Follow Conversations At…

WHAT’S NEXT:

MainframeIT Analytics Interactive

product planning discussions

Real-time onsite collaboration

Take the opportunity to influence our product development. Help ensure that what we deliver is what you need and want.

Share your requirements

Give feedback on product designs


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The content provided in this CA World 2015 presentation is intended for informational purposes only and does not form any type

of warranty. The information provided by a CA partner and/or CA customer has not been reviewed for accuracy by CA.

For Informational Purposes Only

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When Downtime Isn’t an Option: Performance Optimization Analytics in the Era of the Customer