Case Study: BlueCross BlueShield of Tennessee Evolves Its IT Operations as CA Evolves Its Network...
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Transcript of Case Study: BlueCross BlueShield of Tennessee Evolves Its IT Operations as CA Evolves Its Network...
World®’16
CaseStudy:BlueCrossBlueShieldofTennesseeEvolvesItsITOperationsasCAEvolvesItsNetworkExperienceAnalysisPortfolio
DaveMoserJr.- InfrastructureOperations- BlueCrossBlueShieldofTennessee
DO4X112S
DEVOPS– AGILEOPERATIONS
2 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
©2016CA.Allrightsreserved.Alltrademarksreferencedhereinbelongtotheirrespectivecompanies.
Thecontentprovidedinthis CAWorld2016presentationisintendedforinformationalpurposesonlyanddoesnotformanytypeofwarranty. The informationprovidedbyaCApartnerand/orCAcustomerhasnotbeenreviewedforaccuracybyCA.
ForInformationalPurposesOnlyTermsofthisPresentation
3 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Abstract
Toleveragemodernnetworkarchitecturesforinnovativehealthcareservicedelivery,BlueCrossBlueShieldofTennessee(BCBSofTN)understandsthatitssystemsandnetworkmanagementstrategiesandprocessesneedtomatureaswell.Inthissession,you’lllearnhowBCBSofTNhasevolveditssystemsandnetworkmanagementtoCAinfrastructuremanagementsolutions,isrealizingthefullbenefitsoftransitioningitsCAeHealth®platformtoCAPerformanceManagement,andistakingadvantageofanetworkexperienceanalysisportfoliotofuture-proofitsdatacenterinvestmentsandreliablydelivernewdigitalhealthcareservicesintoday’sappeconomy.
DaveMoserJr.BlueCrossBlueShieldofTennesseeInfrastructureOperations
4 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Agenda
THESTARTOFOURENTERPRISEMANAGEMENTSTORY
CAN’TFORGETTHENETWORK
BENEFITSANDCONCLUSIONS
COLLABORATIONWITHCA
RESULTSOFINITIALEFFORTS
NEWOPPORTUNITIESANDFOCUSAREASINMODERNNETWORKMONITORING
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5 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
“Let’sGetToKnowEachOther”
§ Folksintheaudience– Managers?– Administrators?– EndUsers/LinesOfBusinessteammembers?
§ CAWorldveterans
§ Enterprisemonitoring!
§ BCBST’sjourney
6 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
InTheBeginning…
§ Chaos– 75separatetoolsusedformonitoring– Nocentralizedteamorprocesses– Outageswithin“siloareas”
§ Solution(insertsarcasmhere…)– Oneinexperiencedteammember
§ CASpectrum®
§ CAeHealth®
§ CAApplicationPerformanceManagement
7 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
NextSteps
§ MonitoringTeamInitialProgress
Added2nd teammemberforbackup
Begantorationalizetools
Added3rd teammember- Servers
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“Real”EnterpriseMonitoringBegins
§ Toolrationalizationcontinues/educationbegins
§ PartneredwithCAtodefinestrategy
§ CA’sEnterpriseManagement– CASpectrum– infrastructure(BCBST’ssinglepane
ofglass)– CAeHealth– infrastructureperformance(server,
network,deviceperformance)– CAApplicationPerformanceMonitoring– detailed
applicationmonitoring
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IdentifiedGapsInMonitoringStrategy
§ Newvirtualizedenvironment
§ IBMAIXinfrastructure
§ Noprogrammaticapproachtoprepareusers
§ Reactivenotproactive
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ContinuedCollaborationWithCA
§ CAVirtualAssuranceforInfrastructureManagers
§ CASystemsPerformanceforforInfrastructureManagers(f/k/aCASystemEDGE)– AddressedvirtualizedandAIXenvironments– Lackedperformancecapability– UIwasunderwhelming
11 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
WhatAbouttheNetwork?
§ Networkteamrequiredvisibilitytotraffic– Novisibilitytoflowsandproblems
§ Monitoringteamwasn’tprepared– Apatterndeveloped– Reactivesolutions
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AdditionalCollaborationandProblemSolvingWithCA
§ Proposedsolutiontothenetworkteam’srequest– NetQoSsolutionsCApurchased– CAServices(design,installationandknowledgetransfer)
§ Duetolimitedcapabilities
§ Providedvisibilityfornetworkteam
13 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
ResultsofInitialEfforts
§ Monitoringteamshowingvalue– MeanTimeToResolution(MTTR)– significantlyimproved– EnterpriseCommandCenter(ECC)– communicationsimproved– Customerserviceimprovedduetovisibility
§ Breakingdownsilos– Improvedproblemsolvingandtroubleshooting– Improvedmoraleandjobsatisfaction
14 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Success…CreatesaGoodMonster
§ Added4th teammemberforCANetQoSproducts
§ Networkperformancehasimprovedduetovisibility
§ NewrequestsfromOpsTeams– Infrastructure,network,applications,ECC– Overwhelming– strugglingtokeepupwithdemand
15 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
NewOpportunitiesandFocusAreas
§ Addresscomplianceandinternalauditissues– NetworkteamtouseSNMPv3
§ CAeHealthdoesn’tsupportSNMPv3out-of-the-box
§ WorkingwithCAtoresolve
§ FollowingKISSmethodologywithotherteams– Thirdpartyapplications
– Ensuringmonitoringrequirementsareincludedwithrequirements
16 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
InsertCAPerformanceManagement
§ WorkedwithCAagain– CAPerformanceManagementnotanoption– ourstandardis
Windows
§ WhataboutCAeHealth?– Reviewedproductroadmapandstrategy– DiscussedusingCAUnifiedInfrastructureManagement(CAUIM)
§ Betterdashboards,reporting,CA’sfuturedirection
§ CollaborationwithCAenhancedourstrategy– CAUIMcapabilities– Bettersystemmonitoring
17 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
CASpectrum/CAUIMIntegration
§ PilotedCASpectrum/CAUIMIntegration1.0– Coordinatedwith:
§ CApresales
§ CAproductmanagement
§ CAsupportanddevelopment
– Improvedintegrationandfunctionality
§ Addressgaps– Automationof“cleared”alarms– Improvedinventoryaccuracy
18 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
ListeningtoOurCustomers
§ Toavoidrepeatingpastmistakes– ProactivelymeetingwithOpsteamsandendusers
– BringingCApresalesandproductteamstomeetings
– MonitoringisconsideredduringapplicationPOCs
§ Forexample:– Networkteamevaluatingsoftware-definenetworking(SDN)
– CAVirtualNetworkAssurance
19 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
HowtoSolveMonitoringSDN?
§ RevisitCAPerformanceManagementagain– Toughselltomanagement– Addressestwoproblems
§ SNMPv3supportedout-of-the-box
§ SDN-ready!
§ CAPerformanceManagementinstalledintestenvironment– TestingQ42016– ProductionreadyJanuary2017
20 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Benefits§ WhyUseCAPerformanceManagement?
– Performance§ DashboardsprovidevaluableandtimelyinformationtoSMEs
§ Speedofrunningreports
– Metrics§ Bettercorrelation
§ Betterprediction– smartthresholds,trending
– SNMPv3nativesupport– SupportforSDNandcloud– Reducedadministration
§ Enterprisemonitoringteamimprovingprocessesandpractices
21 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Summary§ Whyhasenterprisemonitoringbeensuccessful?
– Leadership– People– Processes
§ Actwitha senseofurgency– MuststartwithVersion1– Don’tbescaredtofail– BeAgile– Iterate– WorkwithyourCATeamfortrueDevOpscollaboration
§ Thingsarenotperfect– youhavetowork!
22 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
FinalThought
Wewillencounterproblemsnextyear,buttheywon’tbethesameproblemswesolvedthisyear.Throughhardwork,awellplannedstrategy,andcollaborationwithourCATeam,wewill
continuetoadvanceourEnterpriseMonitoringProgram.
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Thankyou.
Stayconnectedatcommunities.ca.com
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DevOps– AgileOps
FormoreinformationonDevOps– AgileOps,pleasevisit:http://cainc.to/wYXSg6