Hands-On Lab: Integrate Your Monitoring Tools into an Automated Service Impact Analysis and Ticketing System

Hands-On Labs: Integrate Your Monitoring
Tools into an Automated Service Impact
Analysis and Ticketing System
Rajat Bhardwaj, Michael Boehm
DevOps: Agile Ops
CA Technologies
Enterprise Management BU
@rajatbh_1977
#CAWorld
DO5X216L

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For Informational Purposes Only
© 2015 CA. All rights reserved. All trademarks referenced herein belong to their respective companies. The presentation provided at CA
World 2015 is intended for information purposes only and does not form any type of warranty. Some of the specific slides with customer
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 on current
information and resource allocations as of November 18, 2015, and is subject to change or withdrawal by CA at any time without notice. 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 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 when and if-
available basis. The information in this presentation is not deemed to be incorporated into any contract.
Terms of this Presentation

Abstract
The “one-throat-to-choke” approach is about to be turned on its ear. No
need for violence when you have a unified view across what once were
technology silos. CA Service Operations Insight is an innovative solution
that integrates and correlates information from CA and third-party
monitoring and service desk tools. Its dashboards unify 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 eHealth®,
CA Application Performance Management, CA Network Flow Analysis,
and CA Service Desk Manager, plus other CA and multi-vendor tools.
You’ll get a quick tour of the enterprise event management console,
service dashboard and service modeling/service impact analysis
console.
Rajat
Bhardwaj
CA Technologies
Director, Software
Engineering/Product
Manager
Michael
Boehm
CA Technologies
Sr Engineering Services
Architect

Agenda
CA SERVICE OPERATIONS INSIGHT (CA SOI) OVERVIEW
HOW DOES CA SOI WORK
LAB – ENABLE EVENT ENRICHMENT
LAB – CREATE FEDERATED SERVICE MODEL - UNIFIED VIEW
LAB – DETERMINE ROOT CAUSE FOR SERVICE FAILURES
LAB – EXPLORING EVENT CREATION
1
2
3
4
5
6

CA Service Operations Insight (CA SOI)
 Integrates information from IT
management tools
 Consolidates all events and
alerts into a single point of
escalation
 Models and analyzes services to
pinpoint service impact
 Automates ticketing, escalation
and workflow
CA Service
Operations
Insight
Service Desk Service Level
Agreements
Physical/ Virtual
Servers and
Cloud
Mainframes and
Workloads
Applications
and Databases
Networks
Storage
Automation

Product Vision
 Start small with modular, fast time to
value point solution
 Scale up by selecting the right level of
domain specific capability for business
need
 Scale out by adding relevant domain
capabilities on modular basis
 Unified management and UI with role
specific views
 Apply specific analytics to leverage big IT
data and deliver business value

How Does CA SOI Work
 Connectors
 SA Manager
 SA Store
 CA SOI UI Server
 CA Embedded
Entitlements
Manager (CA EEM)
 Reporting Server

Service Modeling / Root Cause Analysis
 Alert and CI conditions display as severity
 Propagation type and policy settings
 Impact determination
 Service Creation
 Root cause analysis

Hands On Lab – Federated Service Model
 Federated Modeling
 Leveraging existing models
 Distributed models are scalable
 Models in each environment are
optimized

Hands On Lab – Federated Service Model
Cont…
 Drag a Computer System (CS)
with sub-components
 Define the same CS in the
Sample Connector
 Add “router” to the CS in the
Sample Connector
 SOI combines the root cause
analysis from disparate
monitoring systems

Hands On Lab – Root Cause Analysis
 Choose root cause analysis mode
 Select root cause as “Combination”
 Either or both CA SOI and the
domain manager can determine
the root cause

CA SOI Event Management
 Event Management within CA SOI
– Filter events from integrated
domain managers
– Create a new events on time-
based correlation or occurrence
frequency
– Enrich events from a database,
executed Java method, script
– Exclusion or Exempt Event

Hands On Lab – Create New Events
 Create new events on time-based
correlation or occurrence
frequency
 Define filter for events like
occurrence time
 Use out of the box pattern
expressions

Hands On Lab – Create New Events
Cont…
 Define the event attributes for
filtered events
 Deploy the event policy
 View the created events

Hands On Lab – Event Enrichment
 Filter events on preferred criteria
 Create the enrichment policy
 Select enrichment method
– JDBC
– JAVA Method
– Script
– MAP

Hands On Lab – Event Enrichment
Cont…
 Enrich the event attributes
 Select single or multiple data sources
 Deploy the enrichment policy
 View the enriched events

Recommended Sessions
SESSION # TITLE DATE/TIME
DO5X126S
Vision and Strategy: Ramping Up for the Application
Economy with Carrier-Grade Performance Management
11/18/2015 at 4:30 pm
DO5X213L
Increase Your Speed to Manage with CA Performance
Management Self Certification
11/19/2015 at 4:30 pm
DO5T17S
University of Chicago Achieves High Availability through a
Centralized and Service Centric Approach to IT
Monitoring
11/19/2015 at 4:30 pm

Must-See Demos
CA Performance
Management
Theater 5
Service
Operations
Insight
Theater 5
CA Unified
Infrastructure
Management
Theater 5
CA Virtual
Network
Assurance
Theater 5

Follow On Conversations At…
Smart Bar
Service Operations
Insight
Theater 5
Tech Talks
Capacity Manager
Theater 5

Q & A

For More Information
To learn more, please visit:
http://cainc.to/Nv2VOe
CA World ’15

Hands-On Lab: Integrate Your Monitoring Tools into an Automated Service Impact Analysis and Ticketing System

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Hands-On Lab: Integrate Your Monitoring Tools into an Automated Service Impact Analysis and Ticketing System