CA Service Desk Management 12 5 Look into

CA Service Desk Management 12. 5 Look into our world

Agenda This session Sandvik Combined CA Infrastructure - it's a joint adventure between Sandvik and CA Service 3 CA User Forum at Sandvik. 2012 -02 -29

The Sandvik Group Worldwide 2010 • 50 000 employees • 130 countries 4 CA User Forum at Sandvik. 2012 -02 -29

Sandvik IT Services We Support Wherever Needed • 900 employees* • 26 sites * Full Time Equivalents Source: Finance August 2011 5 CA User Forum at Sandvik. 2012 -02 -29

Sandvik IT Services CA SDM Analyst locations • 1821 Analyst • 43 Countries • 93 Sites 6 CA User Forum at Sandvik. 2012 -02 -29

Sandvik IT Services • SDM Primary • USD 11. 2 • SDM MDB CA SDM – The journey from 2009 • One primary server Backup/Restore SQL • One SQL server Job. MAX 24 H delay • All traffic through the primary server • 1000 Analyst • Offline Reporting MDB • Peak hour – 150 concurrent user • Qlik. View report application 7 CA User Forum at Sandvik. 2012 -02 -29

2010 • December 2010 where an upgrade performed to run CASDM 12. 5. After the upgrade there were perceived performance issues, predominantly from the APAC and Americas regions; Sandvik engaged with CA Services in January 2011 to assist with investigating these issues 8 CA User Forum at Sandvik. 2012 -02 -29

9 2010 • December 2010 where an upgrade performed to run CASDM 12. 5. After the upgrade there were perceived performance issues, predominantly from the APAC and Americas regions; Sandvik engaged with CA Services in January 2011 to assist with investigating these issues • In parallel to the performance issues we have also implemented an Order Management system to centralise and streamline the order process on a global scale. This system requires both CA Service Desk and CA Service Catalog/Accounting to work in an integrated manner. The result of this integration is an increased use of CA Service Desk. CA User Forum at Sandvik. 2012 -02 -29

Sandvik IT Services Service Desk improvement • Load Distribution/Resiliency v The introduction of a Service Desk Web Tier, made up of 4 servers with load balancing from the F 5 Big. Ip load balancer device. • Data Retention v The amount of data retained in the database is now set to a rolling 3 years. • Adoption of CA Best Practise v Adoption of CA Best Practise regarding customisation, integration and release management. • System Tuning 10 v Advanced system tuning along with a pro-active approach to system maintenance. v Additional configuration to ensure that all Service Desk network traffic is prioritized wherever possible. v Increase of system memory in the Service Desk primary server. CA User Forum at Sandvik. 2012 -02 -29

Sandvik IT Services Service Desk improvement • Load Distribution/Resiliency v The introduction of a Service Desk Web Tier, made up of 4 servers with load balancing from the F 5 Big. Ip load balancer device. • Data Retention v The amount of data retained in the database is now set to a rolling 3 years. • Adoption of CA Best Practise v Adoption of CA Best Practise regarding customisation, integration and release management. • System Tuning 11 v Advanced system tuning along with a pro-active approach to system maintenance. v Additional configuration to ensure that all Service Desk network traffic is prioritized wherever possible. v Increase of system memory in the Service Desk primary server. CA User Forum at Sandvik. 2012 -02 -29

Sandvik IT Services Data Retention • The Service Desk previously held in-excess of 6 years worth of data. There was no requirement to hold this amount of data in the production system. The table below shows the quantity of objects held in the database that were removed from the production system: • Archiving is now executed on the first weekend of every month and will maintain a rolling 3 years of data in the production system. This results in 180, 000 – 200, 000 objects archived every month from the production system. 12 CA User Forum at Sandvik. 2012 -02 -29

Sandvik IT Services Production Service Desk Average Response Times 12. 00 10. 00 • User experience testing was requested from a number of countries around the world using a standard set of test cases. The graph below shows a comparison between the last set of 8. 00 testing executed in 2010. Where there is data missing the 6. 00 country declined to participate. 5. 75 3. 60 2. 69 il az Br ) PC . . . hm ar k( FA ST OW k SL k( nc Be en Sw ed Sw CA User Forum at Sandvik. 2012 -02 -29 ar nc hm Be irl Fa 13 4. 18 0. 00 ar a ha i ha Ko Ch in a. S n pa ng be a w ih Ja Ko re a. S un e s di a. P ne In ilip pi lia Ph st ra Au 0. 00 Be 0. 00 ed en 2. 00 3. 45 n The fastest average response times (excluding Sweden) were experienced in India. 4. 48 nc hm The slowest average response times were experienced in Korea. 4. 00 USD Performance Production 2011 ge nt in v 6. 07 6. 00 aw v USD Performance Production 2010 Ar Performance Statistics

Sandvik IT Services Improvement Performance Improvment 6. 00 5. 00 • All the countries that performed the user experience tests reported positive improvements in response time, with an average increase of 1. 71 secs. . 4. 00 v The biggest improvement was experienced in the Philippines. 3. 00 v The smallest improvement was experienced in Sweden using a FAST specification PC. 2. 00 v No countries experienced a negative improvement. 1. 00 Improvement 14 CA User Forum at Sandvik. 2012 -02 -29 a. S Ko re Sw Sw ed en Be nc hm ar k( FA ST PC ) ih Au wa s ed Ja tral en pa i Be n a Ko nc hm Ind be ar ia k ( Pu n SL OW e Ph PC Ch ilip ) p in a S ine ha s ng Fa irl h aw Arg ai en n Be tin nc a hm ar k Br az il 0. 00

378352 Sandvik IT Services System Usage 400000 291294 258710 350000 Problems 232881 • The graph on the side displays how Service Desk is being used with a steady increase in overall volume; Displaying 300000 increased levels of maturity as the different types of Service Desk records are used more appropriately. 250000 Requests 178125 Change Orders Incidents 111822 200000 Totals 150000 98603 50971 100000 540 0 2005 15 CA User Forum at Sandvik. 2012 -02 -29 310826 905 0 2006 425 0 2007 456 0 2008 0 73867 616 747 770 2009 2010 2011 Totals Incidents Change Requests Orders Problems

Sandvik IT Services Executive Summary • During the past 12 months the level of Service Desk Performance has increased across all countries that participated in the user experience testing. The average response time improvement across all countries was 1. 71 seconds with large increases in performance experienced in the Philippines and India. All this despite the fact that system usage and adoption has increased and continues to increase with the inclusion of the following: 16 v Configuration Management and the CMDB v Order Management fulfilment v Sourcing CA User Forum at Sandvik. 2012 -02 -29

Users Service Desk Analyst • F 5 Big. Ip Load balancer (Round Robin) F 5 Big IP Load Balancer • CASDM 12. 5 • 4 secondary SDM / CMDB Web Servers • 2 primary (Active / Passive) • SQL 2008 R 2 cluster • End User traffic runs via the secondary servers • All webservice interface runs via the primary • 1827 Analyst • Peak hour – (2012 -02 -28 14. 30) 442 concurrent user 17 CA User Forum at Sandvik. 2012 -02 -29 SDM Primary Active/Passive Cluster SDM MDB SQL 2008 R 2 Cluster Qlik View Backup/Restore SQL job MAX 24 H delay Offline Reporting MDB CABI Report Server Users Sandvik APAC Service Desk Analyst Sandvik EMEA 2012 CASDM - Current Sandvik AMER Sandvik IT Services

Users Service Desk Analyst Users Sandvik APAC Service Desk Analyst Sandvik EMEA 2012 CASDM + CASM Sandvik AMER Sandvik IT Services • F 5 Big. Ip Load balancer (Round Robin) F 5 Big IP Load Balancer • CASDM 12. 5 • 4 secondary SDM / CMDB Web Servers SITS Web Shop Sandvik CASM Web Site • 2 primary (Active / Passive) • SQL 2008 R 2 cluster SDM Primary Active/Passive Cluster Qlik View • End User traffic runs via the secondary. SDM servers MDB SQL 2008 R 2 Cluster • All webservice interface runs via the primary SQL 2008 R 2 Cluster Backup/Restore SQL job MAX 24 H delay • 1827 Analyst Offline Reporting MDB • Peak hour – (2012 -02 -28 14. 30) 442 concurrent user 18 CA User Forum at Sandvik. 2012 -02 -29 ITPAM L/Balanced Cluster CABI Report Server CASM USM MDB SQL 2008 R 2

Users Service Desk Analyst Users Sandvik APAC Service Desk Analyst Sandvik EMEA CASDM Online CABI Report Sandvik AMER Sandvik IT Services • F 5 Big. Ip Load balancer (Round Robin) F 5 Big IP Load Balancer • CASDM 12. 5 • 4 secondary SITS Web Shop SDM / CMDB Web Servers Sandvik CASM Web Site • 2 primary (Active / Passive) • SQL 2008 R 2 cluster SDM Primary Active/Passive Cluster • End User traffic runs via the secondary. SDM servers MDB SQL 2008 R 2 Cluster Qlik View • All webservice interface runs via the primary SQL Server Replication • 1827 Analyst Online Reporting MDB • Peak hour – (2012 -02 -28 14. 30) 442 concurrent user 19 CA User Forum at Sandvik. 2012 -02 -29 ITPAM L/Balanced Cluster SQL 2008 R 2 Cluster SDM ”Secondary” Primary (CABI Engine) CABI Report Server CASM USM MDB SQL 2008 R 2

CASDM Interface Service Desk Analyst Users Sandvik IT Services • F 5 Big. Ip Load balancer (Round Robin) F 5 Big IP Load Balancer • CASDM 12. 5 • 4 secondary • 2 primary (Active / Passive) • SQL 2008 R 2 cluster • End User traffic runs via the secondary servers • All webservice interface runs via the primary SDM Primary • 1827 Analyst Active/Passive Cluster • Peak hour – (2012 -02 -28 14. 30) 442 concurrent user 20 CA User Forum at Sandvik. 2012 -02 -29

Sandvik IT Services Future - What we know VS Sourcing • Implement CASDM 12. 6 v SITS is a member of the 12. 7 BEATA team • Align CASDM to follow the core OOTB functionallity • Restart the Knowledge Managament work. v Assigne a knowledge manager, Built process etc. • Implement Support Automation v It’s a stong demand from the customer – SELF SEVICE in 2012 - not 2000 • Implement Change Management. • Implement Asset management. • Implement BSI (CA Business Service Insight) • Implement Clarity 21 CA User Forum at Sandvik. 2012 -02 -29

Sandvik IT Services Others questions? 22 CA User Forum at Sandvik. 2012 -02 -29