case study: ball corporation spurs customer experience and staff productivity with a proactive...

Case Study: Ball Corporation Spurs Customer Experience and Staff Productivity with a Proactive Approach to IT Monitoring

Craig Darnell

DevOps: Agile Ops

Ball Corporation

Manager of End to End Monitoring

DO5X137S

@craigdarnell00

#CAWorld

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Abstract

In this session, Ball Corporation, a leading consumer packaging

organization, will share how they improved customer

experience and staff productivity by unifying IT monitoring

through a single solution (CA Unified Infrastructure

Management) and creating a central monitoring team. They will

also share some of the advanced capabilities they have adopted

to proactively manage their customers' experiences.

Craig Darnell

Ball Corporation

Manager of End to End Monitoring


Agenda

BALL CORPORATION: KEY FACT

WHY CHANGE?

WHY CA UNIFIED INFRASTRUCTURE MANAGEMENT?

BENEFITS ACHEVIED

COMPARING CA UIM & CA E-HEALTH

1

2

3

4

5


Ball Corporation

Headquartered in Broomfield, Colorado

Employs approximately 14,500 employees worldwide.

Provider of metal packaging for beverages, food and household products, and of aerospace and other technologies and services to commercial and governmental customers.

Rich history of innovation and success, combined with a culture of problem solving and opportunities for growth, make Ball an exciting place to work.

Key Facts

PEOPLE.INNOVATION.SUSTAINABILITY.BALL.


Why Change? We Have Monitoring!

Monitoring is almost always siloed; Little to no

context or correlation of alerts and metrics

Ability to create a single pane of glass view to see

application and alerts from end to end

Must complement your current monitoring ability to

surface data from many sources to that single pane

of glass

Why do we need more?


Application Complexity Is Driving New Needs

New monitoring requirements– Event Analysis

– Bottleneck Analysis

– Capacity Planning

– End to End Performance Metrics

– Application Specific Alerts

Combine infrastructure and application insights into a single solution


Infrastructure Monitoring Approach in The Past

Siloed & reactive monitoring

No real ownership of the monitoring tools

Lack of insights into user experience

Needed to adopt end to end and a proactive approach

Monitoring tools included CA eHealth®, CA Spectrum and

Microsoft SCOM

History & Key Challenges


Solution

Switching from reactive to proactive – True end to end monitoring within

oneteam provides the ability to get to problem area very quickly

CA UIM being used for – Windows Servers, VMware, Network

– JDEdwards, CRM, SharePoint

– Exchange, Lync, HR systems

– Datacenter power and cooling

– Synthetic transaction monitoring

CA Unified Infrastructure Management (CA UIM)for E2E monitoring


Why CA Unified Infrastructure Management?

Breadth of the tool much wider than current tool set

Advanced dashboard capabilities

Ability to scrape any data sources for metrics

Wide selection of probes to surface more application data

Synthetic transactions

Better E2E experience view (single pane of glass)

Automated SLA dashboards / reporting (views at different levels)

Simplification of views around our services


Gold Application Health DashboardsProvide comprehensive visibility into critical application and services


Application KPI Dashboards Drill down to provide insights into all underlying elements


Service Centric Dashboards And Views Provide to end to end


Geo View DashboardProvide regional location views at a glance


Service Centric Dashboards And Views Eliminate blame games


SLA Management Comprehensive tracking and status on IT service quality


SLA Management


Individual Technology and Service Dashboards One view of all underlying elements


Proactive User Experience Monitoring Empowers us to identify and resolve issues before our customers do


Comparing CA UIM With CA e-Health

Similar reports and metrics support in terms of monitoring

User centric monitoring and SLA management

Out of the box support and dashboards for various technologies


Summary: Benefits Achieved With CA UIM

IMPROVED USER EXPEREINCE & APPLICATION

PERFORMANCE

SWITCHEDFROM REACTIVETO PROACTIVE

ENHANCED VISIBILTY ACROSS THE ENTERPRISE

Accelerated problem resolution by

40%Improved Staff Productivity

15%

SUPERIORUSER

EXPERIENCE

Faster new application Integration/Monitoring

15%


Recommended Sessions

SESSION # TITLE DATE/TIME

DO5X144S

Case Study: University of California Shares Tips and Tricks

for Leveraging CA Unified Infrastructure Management

APIs to Expand Monitoring for Existing and Custom

Technologies

11/18/2015 at 3:45 pm

DO5T16SCase Study: Blackhawk Networks Ensures Business

Service Reliability Across Hybrid IT Infrastructures11/19/2013 at 11:30 am

DO5T17S

Case Study: University of Chicago Achieves High

Availability through a Centralized and Service Centric

Approach to IT Monitoring

11/19/2013 at 4:30 pm


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