1. How Blue Cross Blue Shield of Florida gains ROI from its HP Business Availability Center Victor Miller Senior Manager BCBSFL2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

2. Blue Cross Blue Shield (BCBS) of Florida About us: Providing health-related solutions to the people of Florida; our roots date back to 1944 Focus remains primarily in the health industry Based in Jacksonville, FL About Me: Senior Manager of Systems Management 13 Years if IT Experience Involved with ITSMF / ITIL / BSM for 8 years 3. BCBS IT EnvironmentLegacy & ChangeDrivers Environments Leading Edge Management Applications andCosts 2000+ Servers900 Changes perinfrastructureVirtualizationdistributedmonthevolved over time between2 Major changeManageabilityInterdependentWindows, Linux,windows per weeksilos ComplianceAIX1 Large reviewMarket demandsJava, .Net, SOAmeeting per weekLoad balancing,with 40-50high availability, attendeesmaximum agility Its the customer reality that matters. 4. BCBS Challenges Monitoring Silos Triageand analyze Root Causes in composite applications across heterogeneous environments Gainend-to-end application visibility Which silo (Network, Infrastructure, Application) Reactive Incident Management Gain end-to-end visibility into business transactions starting from:End User Experience (Synthetic and Real Time)Various application tiers (Web Tier, Application Tier, Database Tier, and Back End Systems) 5. Challenge: Business Reality Monitoring Silos ApplicationApplicationsmonitoring team System Administrators Server VNetwork adminsNetworkDBAsDatabase Lacks end to end view, focused on infrastructure view Does not reflect customer reality Leads to blame game 6. Challenge: Business Reality Monitoring Silos MVS 99.1% Unix99.4% NT99.1% Network 99.4% Middleware 99.3%WEB 99.2%Database99.8%Customer RealityClaims 82.0%Processing 7. Challenge: Reactive Incident ManagementTaskBCBS Situation # of peopleinvolved in15-20 peopleproblemresolutionBusiness critical20-30/weekincidents/week Time to resolve5hrsproblems 8. BCBS HP Application Performance Management (APM) Implementation Infrastructure Monitoring SiteScope End User Monitoring BusinessProcess Monitor Real User Monitor Deep Dive Triage and Troubleshooting Diagnostics (J2EE/.NET) Transaction Management Transaction Vision (being implemented) 9. Result: Business Reality Monitoring SilosMVS 100% Unix 99.4% NT 100% Network99.8%Middleware 100% WEB 100%Database 100%Customer RealityClaims99.8%Processing 10. Result: Reactive to Proactive Incident Management BeforeAfterTaskImprovementAPMAPM # of peoplefor problem 15-20 people 6-7 people 66%resolutionBusiness critical 1-2/week90%20-30/weekincidents/weekreductionTime to resolveproblems 3-5hrs 1hr 80% 11. Next Steps Measure transaction times within fat client applications via TCP E2E transaction management Improve 3rd party monitoring solutions Implement dynamic base lining capabilities 12. Summary Benefits of HP APMInsight into expected response timesInsight into Real user page & transaction timesAbility to trace transactions into the container that runand through the infrastructure utilizedVisibility of application health from a single consoleDrill down to root cause of incidentsHuge savings from:Increased application availability (99%)Reduced number of incidents (90%)Improved time to resolve incidents (80%)Reduced # of people to triage & resolve problems (66%) 13. To learn more on this topic, and to connect with your peers afterthe conference, visit the HP Software Solutions Community: www.hp.com/go/swcommunity 13 2010 Hewlett-Packard Development Company, L.P.