CA Unified Infrastructure ManagementProfiles in Partner Success, APJ Edition

PROFILES IN PARTNER SUCCESS | JANUARY 2017

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Table of ContentsExecutive Summary 3

Introduction: Service Providers Scale Services, Revenues and Profits with CA UIM 3

CA UIM Powers Premium Hybrid Cloud Managed Services at Bespin Global 5

Fujitsu Singapore Leverages CA UIM to Deliver Enterprise-Grade Monitoring Services 10

CA UIM Supports High-Performing Cloud Builder and Broker Services at Net One Systems 13

Conclusion 17

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Executive SummaryAcross the Asia Pacific region and around the world, service providers are more successful because they’ve implemented CA Unified Infrastructure Management (CA UIM). In this paper, we invite you to meet some of the providers in Asia Pacific that are profiting from CA UIM. Hear from the firms’ executives and find out why they chose CA UIM—and why they’d do it again.

Introduction: Service Providers Scale Services, Revenues and Profits with CA UIMThe savvy service provider leader understands that things like meeting service level commitments, delivering innovative new services, maximising operational efficiency and increasing business agility aren’t just nice to have, they’re critical ingredients for revenue growth and business success in the application economy. Many of the most successful service providers have chosen CA UIM because it’s a monitoring platform that works to their advantage as they seek to deliver more services and value, and expand revenues and profits. Service providers choose CA UIM because it helps them:

• Expand their service catalogue. CA UIM represents a single, unified solution and architecture that can power an extensive set of monitoring services. CA UIM supports more than 140 technologies and environments, including physical and virtual servers, networks, storage, databases, applications, user experience, public and private clouds, big data environments, mainframes and power and cooling infrastructure.

• Scale operations and revenues. CA UIM features an efficient, multitenant architecture that has been proven to scale to support global deployments and hundreds of thousands of devices with a single instance. It’s a solution that enables service providers to support more users, devices, transactions, environments and customers.

• Delight customers. Service providers leverage CA UIM to gain a unified view of their clients’ environments, so they can manage service levels proactively, spot and pre-empt issues and speed repair. Further, they can deliver the sophisticated reporting, dashboards and portals that provide more value and build more trust with customers.

Figure A

CA UIM delivers powerful benefits to service providers.

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• Speed innovation. For today’s enterprise decision makers, speed of adoption is a key factor leading customers to work with external service providers. However, to accelerate their customers’ businesses, service providers have to speed their own operations. CA UIM provides the efficiency, sophistication and flexibility that enable service providers to grow more agile and responsive to dynamic customer requirements.

• Differentiate offerings. For many service provider businesses, competition continues to get more intense, and many traditional offerings are becoming commoditised. With CA UIM, organisations can deliver compelling, high-value managed services that help establish differentiation in increasingly crowded markets.

• Enhance margins. With CA UIM, service providers can standardise on an easy-to-use platform that offers comprehensive coverage. By reducing the cost and complexity of managing multiple point tools, service providers can boost staff efficiency and improve margins.

On top of all this, CA UIM is backed by CA Technologies, a vendor with a pervasive presence across service provider markets. CA has a proven track record of truly partnering with its service provider customers, offering not only category-leading solutions but the enablement resources, flexible pricing, consulting and support that they need to gain maximum value from their investments and optimal market traction for their CA-powered services.

Many reasons. Many benefits. One solution.Browse the following pages to see why leading service providers have adopted CA UIM and how they benefitted as a result. This document features profiles on the following organisations:

Bespin Global. Bespin Global was founded with a strong focus on helping customers maximise the returns on their cloud investments. The company provides complete services, from initial solution selection and architecture to ongoing maintenance and support.

Fujitsu Asia. Building on four decades of experience in the region, Fujitsu Asia delivers comprehensive, IT-based business solutions that deliver tangible business value and enable customers to meet the challenges of the new global economy.

Net One Systems. Net One Systems is a recognised leader in helping customers leverage information and communications technologies, with extensive expertise in network integration. The company provides differentiated cloud builder and broker services that help customers successfully integrate and leverage their cloud investments.

In addition, be sure to review our earlier spotlight papers, which feature profiles of service providers from America and EMEA.

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What value-added managed services does Bespin Global offer?

Bespin Global provides a complete range of services with a common goal: helping customers be successful in the cloud. We are focused on delivering expert managed cloud services to customers in Korea and China. Any business executives that are thinking about making the move to the cloud—and that’s pretty much everybody these days—we’re the ones they can call.

We’re big believers in the cloud’s potential, but we’re also very clear that success in the cloud is anything but assured. We’re committed to delivering the complete set of services that customers need—before, during and after the move to the cloud.

It is through our comprehensive service offerings that we can help our customers maximise their chances of success in the cloud, both upfront and over the long term. We deliver the complete stack of managed services, so we can help clients take full advantage of all the good stuff the cloud has to offer. Through our services, we can give our customers peace of mind and maximum return on their cloud investment.

Our services fall into three categories. First, we have consulting services. For many clients in Korea and China, the cloud represents a new approach, and they’re looking for help to get started. Through our consulting services, we’ll assess the client’s environment and business objectives. We’ll also look at how to budget and

CA UIM Powers Premium Hybrid Cloud Managed Services at Bespin Global

COMPANY PROFILEBespin Global helps customers most fully capitalise on the flexibility and scalability of the cloud. The company provides a comprehensive range of services, assisting with implementation, management, security and support. Bespin Global was founded by Hostway, an enterprise hosting provider that’s been in business since 1998.

FAST FACTS Company Size: 170 employeesFounded: 2015Location: Gyeonggi-do, KoreaCA UIM Customer Since: 2015

TOP AWARDS AND NEWS• Bespin Global Receives Rising Star Award from AWS

CONTACT Website: www.bespinglobal.comPhone: + 82-2-1600-0511Email: info@bespinglobal.comLinkedIn

John HanJoo Lee, CEO and Cofounder, Bespin Global

Q&A with ...

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how to comply with government regulations and security policies. We’ll then architect an approach that will help the organisation take maximum advantage of the cloud, including determining which type of cloud service or mix of services to employ. For example, we have a client, a big consumer products company, that wants to build their own, very large-scale private cloud. We’re helping them strategise and determine the optimal approach to make this happen.

The second group of offerings is focused on implementation and migration. We have architects and advanced engineers that work with the client’s team to make sure the architecture and core requirements are all defined optimally, and then we’ll handle the actual deployment. We help enterprise clients move workloads to private clouds or public cloud services, including those from Amazon Web Services (AWS) and Microsoft® Azure®.

Whether customers are moving workloads from a legacy environment to a cloud service, or from one cloud service to another, we have migration experts who are deployed to help. For example, we helped a client move from an internally sourced data centre in Korea to a hybrid environment composed of both a physical data centre and a public cloud based in China. We handled migration of database platforms, and were responsible for making sure that all front-end applications were effectively aligned with the new back-end infrastructure.

The third set of offerings is in management. It’s not like customers can plug in a cloud service and forget it. These services have to be continually tracked, managed and tuned to ensure customers are gaining the best performance and value. Our customers trust us to keep an eye on their services and make sure they’re performing optimally. Once a new solution has been implemented, we’ll help ensure deployments are optimised and stay that way. We have tuning experts that can help make sure that any new services or capabilities that get rolled into production don’t introduce any performance issues. We help with day-to-day operations, offering 24/7/365 monitoring and proactive management.

Our Bespin Service Platform is the heart of our managed service offerings. The Bespin Service Platform is a software-as-a-service (SaaS) solution that offers customers access to infrastructure monitoring, application performance monitoring, service desk and workflow management, asset management,

log analysis and more. Because we offer a wide range of services, we didn’t want to provide a number of distinct tools and logins that customers would have to use to engage with our services. With the Bespin Service Platform, customers can use a single, cloud-based platform to access all these capabilities.

Bespin Global had its beginnings within Hostway. Hostway has been in the managed hosting space since 1998, and is operating data centres in 11 countries today. In recent years, we were seeing that clients wanted to use not only data centres, but also hyper-scale cloud environments, so we started up a cloud management services division. That division started growing very rapidly. Ultimately, we decided to spin the division off, so we could give the business the focus and resources it needed. That’s how Bespin Global came to be.

Why did Bespin Global choose CA UIM?

Bespin Global has sought to deliver an advanced level of services to seize market opportunities amid growing interest in the cloud. Basically, our managed services don’t presuppose a single cloud vendor or a single physical server environment. Customer environments can be physical servers in Hostway’s data centre, servers in in-house server rooms, on-premises virtual clouds, public cloud services—and a mix of any and all these approaches. To support this diverse range of environments, high-quality unified management solutions with comprehensive monitoring are absolutely required.

After operating a hosting business for the past 18 years, we knew that we absolutely needed a unified tool to monitor physical legacy environments and new cloud environments. It’s not just about monitoring servers anymore. Everyone understands that’s foundational. But, with today’s complex cloud and hybrid IT environments, a higher level of IT monitoring and management is required.

We chose CA UIM because it offered a single architecture that supports not only on-premises infrastructures and private cloud environments, but also a wide range of public clouds, such as AWS and Microsoft Azure. CA UIM probes can be deployed across these disparate environments, while giving us an integrated view, which is very important. This unified coverage enables us to deliver a common data set for our clients, which is essential for effective infrastructure and application management.

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With CA UIM, we can unite management of cloud workloads with customers’ on-premises workloads. As a result, when customers make the decision to move a percentage of their IT workloads into the cloud, they don’t lose a holistic perspective. With this perspective, they can make the most-informed decisions in terms of where and when to migrate workloads.

CA UIM provides deeper insights across the entire IT ecosystem with its broad monitoring coverage of heterogeneous environments. The solution’s automated alerting identifies and addresses potential threats in critical applications and services, leading to lower costs and better IT and business results. In addition, it provides fewer false positives, automated installation and expanded management capabilities. These capabilities provide a huge advantage to a company like ours, which has to operate large-scale, advanced infrastructures. Therefore, we believed that CA UIM would be the best solution for our business.

We also chose CA UIM because we knew that it was part of a full suite of solutions that CA offered. We knew the company also had solutions for application performance management, DevOps, mobile application monitoring and more. We may not use every single offering, but the breadth of this portfolio gives us tremendous flexibility when we talk to customers. For example, the Bespin Service Platform features an application performance management module that is powered by CA Application Performance Management. Through this offering, we can give customers even deeper visibility into application responsiveness and throughput.

While there are less-expensive solutions out there, CA UIM helped us go beyond infrastructure monitoring and start supporting customers in managing their entire digital footprint. We want to be an MSP that supports digital transformation, and CA is helping us achieve our vision.

How is Bespin Global using CA UIM?

We view monitoring as a science, not something you can do haphazardly. If IT infrastructure monitoring is done haphazardly, with a disjointed collection of tools, people will have a hard time understanding what the metrics are saying, and that’s when problems start. That’s when you run the risk of having operators battling, pointing fingers at each other when issues arise. We didn’t want that.

In order for developers, migration project managers, operators and others to be able to solve problems, they need to have a premium monitoring platform that provides a common, accurate data set that everybody trusts. Otherwise, you can’t respond rapidly when issues arise. That’s why an integrated monitoring approach is so important. Our focus is on getting all our operators to get along, sit at the same table and work together, because they’re working with same set of data. With CA UIM, that’s exactly what we can do.

As an infrastructure operator, we know things will go down. With CA UIM, when there are problems, everybody gets together, accesses real-time data, makes decisions and takes the actions needed to get things back on track. For us, CA UIM is the perfect tool.

In order to be an effective MSP, we needed a tool that could monitor physical legacy environments as well as new cloud and virtualised environments. CA UIM probes are deployed in different data centres and cloud services, while enabling us to establish an aggregated, integrated view of these disparate environments.

The solution’s flexible integration and open APIs were also vital in supporting the integration into our Bespin Service Platform, which our customers are constantly accessing. CA UIM is the heart of this platform. Customers get real-time statistics coming from their infrastructure and drill into all the metrics that CA UIM is gathering. Ultimately, with CA UIM, different teams and stakeholders within our client environments can gain access to the same data, in real time, which is fantastic.

CA UIM’s integrated dashboards support not only engineers but financial staff and C-level executives, who now have easy access to monitoring information in real time, which helps them understand the status of the IT infrastructure and conduct business in a more predictable fashion. By providing an accurate, common data set, CA UIM delivers more-effective intelligence that can help staff from many different areas within the client organisation; and it enables us to deliver more value through our managed services.

We also use CA UIM to support the asset management module in our Bespin Service Platform. In the cloud, many asset management systems don’t work; they aren’t well equipped to make the move from the physical to the virtual paradigm.

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However, each one of the virtual machines and instances running are important assets that need to be tracked and managed. By using CA UIM probes, we can get an accurate, real-time picture of all cloud assets.

Finally, CA UIM is also integral in supporting the platform’s log analysis module. This represents an integral part of the Bespin Service Platform. Once you have an environment in production, it’s vital to analyse the logs being generated, and ultimately deliver the insights gathered back to the people within the organisation that can make the company’s products or services better—so revenues grow. CA UIM is integral in our ability to deliver these insights. This log analysis capability is vital in helping us establish a common data set that benefits teams from across the clients’ organisation and our business.

What have you been able to do with CA UIM that you couldn’t do before?

With our prior tool, we couldn’t monitor virtualised or cloud environments. This was the first challenge CA UIM helped us address. For example, the solution helped us easily address the challenge of managing Amazon Virtual Private Clouds in AWS environments.

With CA UIM, we can track our clients’ cloud usage, which is vital. With this usage visibility, we can help our clients ensure they’re being billed accurately, and we can help them more intelligently optimise their cloud investments, so they’re precisely aligned with their evolving workload requirements. As a result, we can help ensure customers don’t incur unnecessary costs and only pay for what they use.

Further, CA UIM provides much more opportunities for customisation than our prior tool, and the solution’s flexibility will be key in supporting our business moving forward. Over the next year, we expect to develop custom probes for some highly specialised customer environments, and the solution’s open APIs and flexible configuration will be instrumental in supporting these efforts.

What ROI did Bespin Global realise from its CA UIM investment?

Investing in CA UIM has produced real results for our customers and our business.

CA UIM represents a single solution that offers unified management without the need to deploy separate solutions for infrastructures and applications. As a result, the solution helps us reduce management workload. CA UIM collects and delivers data necessary for infrastructure management in real time, helping improve the level of our managed services. CA UIM has helped us improve the quality of our managed services and we continue to receive increasingly positive feedback from our customers.

“ With this usage visibility, we can help our clients ensure they’re being billed accurately, and we can help them more intelligently optimise their cloud investments.”

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“ Customers that are using our CA UIM-powered services are generating 50 percent more revenue growth for our business.”

Customers have to pay extra for our monitoring services. When customers ask why they should incur the added cost, our answer is simple: Because it will help you improve service levels and save you money. When customers work with CA UIM, they see first hand that the solution enables them to get better service levels than they can with other monitoring tools.

In today’s hyper-competitive business environments, every little thing matters, and big problems can have major ramifications. Our customers’ marketing departments can run programs and bring 100,000 users to an e-commerce environment in a day. If 20,000 users have a poor experience because something in the back-end infrastructure is hanging, that can mean not only 20,000 lost sales, but 20,000 people that will say bad things about the company.

Ultimately, it comes down to the reason for monitoring. Are you doing it so you don’t get yelled at, or are you looking to ensure you’re delivering an optimised user experience? If customers are serious about delivering rewarding customer experiences, they’re open to making the necessary investments in the back end; they know it will pay off.

While not all our customers employ monitoring services, those that do all see the significant value. Further, their use of our services grows, because they see their businesses grow. In fact, on average, customers that are using our CA UIM-powered services are generating 50-percent more revenue growth for our business.

CA UIM is also assisting us in our sales efforts. Monitoring is the heart of our offerings, and CA UIM is the heart of our monitoring. When we sell our services, we can feature our CA UIM-powered dashboards and demonstrate the comprehensive, unified coverage we can deliver. These dashboards help customers see we really know what we’re doing and the value we can provide.

Having been in this business for almost two decades, I’ve seen all kinds of tools at all kinds of price points. While CA UIM isn’t the least expensive, we view it as a foundational tool. By investing in a premium solution, we get premium results—and so do our customers. For our business, that means improved service levels and more value gets delivered to customers. For our customers, that means better service levels and better return on their investments.

Given the clear benefits of CA UIM, Bespin Global is expanding the solution’s coverage to support customers using overseas cloud services and other external services, such as online backup. We are also continuously pursuing service enhancements by providing more metrics to customers and operators.

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What value-added managed services does Fujitsu Singapore offer?

Fujitsu Singapore delivers a comprehensive range of outsourced managed services to customers. We offer infrastructure-focused managed services as well as end-to-end, strategic IT services. Our managed services feature four key groups of offerings: cloud services, managed security services, end user services and data centre services. Many of our customers look to us to help guide the formulation of their technology strategies and approaches, so, on top of all our managed service offerings, we also offer extensive consulting services.

For our customers, we manage workplace and data centre environments and we provide complete hosting services. We have three data centres in Singapore. Within our cloud services, we offer both local and global cloud platforms.

Today, cyber security is a key concern for many executives. Our customers rely on our managed security services to help them comply with local regulations, national rules and industry standards. For example, we help our financial services clients comply with the Payment Card Industry Data Security Standard (PCI DSS). Through our security operations centre, we provide anti-virus, next-generation firewalls and protections against advanced persistent threat (APT) attacks.

Fujitsu Singapore Leverages CA UIM to Deliver Enterprise-Grade Monitoring Services

COMPANY PROFILEBuilding on Fujitsu’s four decades of experience in the region and with a pool of highly skilled engineering talent, Fujitsu Asia is dedicated to providing comprehensive, integrated IT-based business solutions that deliver tangible business value and enable customers to meet the challenges of the new global economy.

FAST FACTS Company Size: >500 employeesFounded: 1973Location: SingaporeCA UIM Customer Since: 2011

TOP AWARDS AND NEWS• Fujitsu Again Recognised as a Leader in 2015 Magic Quadrant for Data

Centre Outsourcing and Infrastructure Utility Services, Asia/Pacific

CONTACT Website: www.fujitsu.com/sg/Phone: + 65 6512-7555Email: info@sg.fujitsu.comLinkedIn

David Chee, Country Head for Managed Services, Fujitsu Singapore

Q&A with ...

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In our consulting practice, we start by focusing on discovery, needs assessments and planning. We’ll look at the customer environment, and we’ll work with IT teams, business stakeholders and end users to understand their requirements and objectives. We then use this information to help customers employ the right mix of technologies, products and approaches. We look at our customers’ business requirements and existing infrastructures, and help them determine which applications can be modernised.

In Singapore, our customers are increasingly pursuing digital business transformation initiatives. While it’s easy to say everything should move to the cloud or be digitised, the reality is that not all applications and workloads can go to the cloud, whether because of application issues, compliance requirements or a number of other reasons. Typically some form of hybrid IT will be required, with some workloads going to the cloud, and others relying on traditional infrastructures.

Through our consulting and managed services, we are helping customers navigate these transitions. With our MetaArc framework, we can provide a platform that helps customers establish a bridge between new and old IT, between traditional legacy systems and modern approaches that support digitisation, Internet of Things (IoT), big data and other initiatives.

We’re set up so that we can work with global companies and provide all the technical resources and expertise our customers need to establish and execute a plan for growth. We are a one-stop shop our customers can rely on as they embark on their digital journeys.

Why did Fujitsu Singapore choose CA UIM?

As a managed services provider, it’s critical that we’re able to work cost effectively and efficiently. We’re focused on establishing a single, consistent monitoring platform that supports a range of requirements.

We have found that CA UIM is very easy to use and it has a comprehensive set of monitoring probes. We have many customers with very different technologies and requirements, and with CA UIM we can just about always address each client’s needs. By having a single solution that supports a broad service catalogue, we can establish more efficient and scalable operations.

CA UIM offered simple, point-and-click configuration that significantly streamlines up-front implementation. The solution’s multitenancy support enables us to scale our customer base, while providing customised views to each client.

CA UIM also enabled us to improve operational efficiency, which proved to be critical as we began to build and deliver our cloud-based monitoring service offerings. The solution’s capabilities and roadmap made clear that CA UIM would serve us well as our offerings continued to evolve.

How is Fujitsu Singapore using CA UIM?

We provide hosting services to our customers. We take care of all customer equipment, from the front end to the back end, including storage systems, servers, networking devices and more. CA UIM helps us do day-to-day status monitoring of our data centres, so we can ensure that we effectively manage the performance and availability of these environments and meet our service-level commitments.

We also leverage CA UIM to provide in-depth, end-to-end monitoring support of our cloud services. For example, as part of our virtual machine-as-a-service offerings, we will also offer operational monitoring services to track availability and performance.

Finally, we’ve integrated CA UIM into our FUJITSU Cloud IT Management as a Service offering, which is a suite of SaaS-based applications. CA UIM powers the FUJITSU Cloud Monitoring Service. Through this offering, we give customers an easy way to leverage functionally rich IT management capabilities—without having to deploy, manage or support any new infrastructure.

What have you been able to do with CA UIM that you couldn’t do before?

In the past, our team struggled with having too many false alarms, which wasted their time and exposed us to situations in which alerts that represented real issues were missed. Working with the team at CA and CA UIM, we’ve been able to establish much better accuracy in our alerting, so we can better ensure that staff members are notified when they need to be—and only when they need to be.

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CA UIM also uniquely equipped us with a platform for delivering monitoring as a cloud-based service to our customers. The solution’s broad monitoring coverage and sophisticated analytics and reporting helped ensure our cloud offerings delivered significant customer value. At the same time, the solution’s streamlined configuration and operation helped us ensure we could price our offerings competitively while retaining healthy margins.

What ROI did Fujitsu Singapore realise from its CA UIM investment?

CA UIM is a solid, enterprise-class monitoring platform and the solution has been an integral ingredient in our service offerings.

Our cloud monitoring services complement our infrastructure-as-a-service offerings, providing a complete solution to our customers. We’re also looking to expand our market and deliver offerings to independent software vendors and managed service providers.

Through partnering with CA, we’ve been able to deliver differentiated solutions in the market. CA UIM helped us accelerate the delivery of our cloud services, and the solution’s scalability has been instrumental in meeting the varied needs of our customers.

“ CA UIM helped us accelerate the delivery of our cloud services, and the solution’s scalability has been instrumental in meeting the varied needs of our customers.”

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What value-added managed services does Net One Systems offer?

Net One Systems has extensive expertise in information and communications technologies (ICT). Our company is focused on ensuring customers’ environments—including on-premises infrastructures, private cloud services and hybrid cloud environments—are effectively managed and supported.

Net One Systems works with leading organizations in Japan, including publicly traded enterprises, as well as central and regional government agencies. We specialize in serving customers with large volumes of users and transactions. Our company delivers the integrations that help customers move past the limitations of their existing technologies. Through our services, we help our customers improve productivity, reduce costs, enhance agility and boost competitiveness.

In Japan, we’ve entered an era in which cloud infrastructures are being leveraged on a full scale. In years past, the focus was on managing multivendor hardware environments. Now, when customers need to expand their capabilities, they don’t add hardware—they go to the cloud. We continue to embark on new initiatives to help our customers adapt, innovate and capitalize on these new realities.

CA UIM Supports High-Performing Cloud Builder and Broker Services at Net One Systems

COMPANY PROFILENet One Systems is a recognised leader in helping customers leverage information and communications technologies, with extensive expertise in network integration. Through the company’s tireless pursuit of technology mastery, Net One Systems has established successful partnerships and shared growth with its customers. The company provides differentiated cloud builder and broker services that help customers successfully integrate and leverage their cloud investments.

FAST FACTS Company Size: 2,200 employeesFounded: 1988Location: TokyoCA UIM Customer Since: 2012

CONTACT Website: www.netone.co.jp/english.html

Shuji Maruyama, Vice President, Net One Systems

Q&A with ...

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Today, Net One Systems is operating as a cloud builder and broker. Through our cloud builder services, we support such efforts as integrating public and private clouds, establishing VDI, deploying wireless and wired networks and establishing authentication and collaboration. We’re using VMware and OpenStack in order to automate the private clouds we build for customers. Net One Systems also integrates multiple cloud offerings as a unified system that customers can securely access.

Through our broker services, we help our customers connect safely to public clouds, such as those offered by AWS and Microsoft Azure. Net One Systems assists with such efforts as corporate governance, authentication and security and service policies. Through these services, we enable customers to automatically and securely connect to all their cloud platforms. We offer two approaches. If a customer has an on-premises cloud, Net One Systems helps create a cloud hub. Alternatively, we deliver the Net One Systems hub as a service that customers can then use to securely access public cloud services.

Our customers need to maintain their cloud environments and ensure they deliver the performance and service levels required. We deliver monitoring services to help them achieve these objectives. Though these services, we’ve helped support our customers who are pursuing DevOps initiatives in the cloud. We’ve also started to offer cloud usage monitoring services. In addition to conventional office automation applications, our cloud services also support our customers’ expanding use of IoT to do factory automation.

Net One Systems has a long history in network integration. We’ve helped with carrier Ethernet, mobile networks and next-generation networks like software-defined networking (SDN) and network function virtualization (NFV). Many organizations are still running legacy networks. Our organization works with customers to understand the opportunities of an open network, define how it should be built and then help them accomplish this vision. We leverage our networking expertise in helping customers establish interconnected, hybrid cloud environments.

Net One Systems has an eXpert Operation Center (XOC) that addresses the sophisticated, complex demands of our customers. Our XOC backs our customers with 24-hour, year-round support of their critical platforms and services. The XOC is the largest operation management facility in Japan.

Why did Net One Systems choose CA UIM?

Our markets are dynamically changing. Networks are much more sophisticated, costly and complex. The number of use cases that customers’ networks have to support keeps growing, particularly as the use of approaches like unified communications continues to get increasingly common. Further, data continues to proliferate—and so do the servers and storage systems that need to house that information. At the same time, our customers are moving extensively from on-premises equipment to hybrid environments comprised of multiple cloud services and vendors.

To adapt, our business has evolved in several fundamental ways in recent years. Early on, Net One Systems was focused on technology, specifically on networking equipment. We’d deliver solutions and then help maintain those solutions our customers had invested in. Post implementation, our support was largely reactive or break/fix in nature, responding to issues that arose and following up with customers.

In order to deliver greater business value, we set out to offer more proactive services and to ultimately gain the ability to pre-empt issues before they had any impact on end users’ experiences. Ultimately, what customers want is to ensure their applications are performing optimally, so they can ensure customers and end users have a positive, productive experience. We also wanted to move from isolated, technology-focused approaches toward gaining a more holistic, end-to-end service level focus. In short, Net One Systems sought to move from focusing on the stable operation of customer’s equipment to the stable operation of their business.

In order to realize all these objectives, we had to establish the visibility and control needed to optimize services and SLA compliance. We began to realize how critical it was to monitor the systems deployed in order to detect problems early on and reduce the risk of downtime. Net One Systems started off using

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a proprietary tool that was purpose built for monitoring the availability of specific networking components. With this tool, we were limited to tracking whether a given system was up or down.

To help our customers managing their complex environments, it’s no longer enough to solely monitor network devices. We need to be able to monitor the services, applications and systems running on top of the network, and to provide unified visibility of hybrid cloud environments. Our team needs to monitor applications, operating systems, virtualized servers and desktops and more. Fundamentally, we had to monitor a lot more than we ever could with our proprietary tool.

Once we learned about CA UIM, we quickly chose the solution to power our monitoring services. Ultimately, it had all the capabilities we were looking for.

CA UIM offered multitenancy support and comprehensive coverage of our customers’ multivendor, hybrid environments. As a result, we could use a single platform to monitor our clients’ applications, servers, cloud services and networks. In fact, the more complex the customer’s environment, the better a fit CA UIM is.

CA UIM has been instrumental in our business’ ability to successfully transform our services. The solution provides a wealth of data, including not just availability, but performance, utilization and more. This deep intelligence is instrumental in our being able to more proactively manage environments and spot potential issues before they have an impact on end users. With the solution’s historical intelligence, we can help customers better understand their evolving capacity requirements so they can make more-informed plans and investments.

How is Net One Systems using CA UIM?

Our mission is to maximize business continuity for our clients, and, if a problem occurs, make sure that it gets resolved as quickly as possible. Monitoring therefore plays a pivotal role. All the system monitoring services we provide are powered by CA UIM. The solution is the starting point of everything in our

XOC, our 24x7 operation management facility. In the XOC, CA UIM supports many of our most critical workflows and processes.

Through our services, we wanted to deliver visualization of our customers’ complex environments. Our team uses CA UIM to monitor our clients’ hybrid implementations, including cloud services, networking devices, software, virtualized systems, virtual desktop infrastructures and more. We’re using CA UIM to deliver end-user experience monitoring services. The data we collect from system monitoring is essential in our ability to deliver higher-level platform operation services.

All our customers are connected to our CA UIM-based portal. This is great because we can provide direct, on-demand communications to our customers, and they can see the status of their systems any time. Our team also uses CA UIM to provide custom monitoring reports and incident reporting.

CA is known as one of the vendors that is actively supporting customers’ digital transformation, and they’ve been delivering a range of tools that help developers. Moving forward, we’re looking to leverage CA solutions to help us support our customers’ development and DevOps initiatives.

What have you been able to do with CA UIM that you couldn’t do before?

With CA UIM, we were able to move past the limitations of having siloed technology-centric tools and visibility. With CA UIM, we can more efficiently support the requirements of our customers’ hybrid cloud environments, and we can rapidly and efficiently expand the monitoring services we can support.

Today, we’re offering monitoring support for a wide range of systems. On the networking side, we’re monitoring Cisco, Juniper and Brocade. In the area of servers and storage, we’re monitoring systems from Dell, EMC, Cisco and HP. Our team also monitors virtualized systems running on VMware as well as VDI. There’s no way we would have been able to monitor all these disparate systems with our proprietary tool. Further, CA UIM offers the comprehensive system visibility that is essential in our ability to track and optimize performance.

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What ROI did Net One Systems realize from its CA UIM investment?

CA UIM has helped fuel our growth by enabling us to expand the services we can provide to customers. By delivering end-to-end coverage of business services, CA UIM has helped us deliver more value, helping customers manage their increasingly complex and business-critical environments.

The solution’s scalability and comprehensive coverage have been paramount to Net One Systems’ success. With CA UIM, we can deliver the compelling services that help us attract and retain more customers. Plus, the solution offers the operational efficiency that enables us to scale to meet our growing customer base. When we started our CA UIM-powered monitoring service three years ago, we had 40 customers. Since that time, that number has grown to 150.

Today, we’re monitoring over 13,500 devices, encompassing more than 32,000 unique configuration items, and these numbers continue to grow. Without the solution’s scalability and comprehensive coverage, there wouldn’t have been any way for us to expand to accommodate all these systems.

“ With CA UIM, we can deliver the compelling services that help us attract and retain more customers.”

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Connect with CA Technologies at ca.com

CA Technologies (NASDAQ: CA) creates software that fuels transformation for companies and enables them to seize the opportunities of the application economy. Software is at the heart of every business, in every industry. From planning to development to management and security, CA is working with companies worldwide to change the way we live, transact and communicate—across mobile, private and public cloud, distributed and mainframe environments. Learn more at ca.com.

Copyright © 2017 CA. All rights reserved. Microsoft and Azure are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. All other trademarks, trade names, service marks and logos referenced herein belong to their respective companies. This document is for your informational purposes only. CS200-250266_0117

ConclusionAround the world, hundreds of top service providers have chosen CA UIM for a multitude of reasons—the following are just a few:

• Receiving phenomenal customer service.

• Gaining true market differentiation.

• Offering customers visual, tangible views that convey the business value of IT.

• Harnessing a consolidated view across technology domains.

• Delivering innovative new services that weren’t possible before.

What will your reasons be?Follow the links below to sign up for a free trial of CA UIM or to learn more about the solution. See what a powerful, comprehensive and advanced monitoring solution can do for your business. Whether your goals are efficiencies, growth, differentiation or improved service levels, CA UIM can help.

• CA UIM Service Provider Spotlight, United States and Latin America edition • CA UIM Service Provider Spotlight, EMEA edition

• CA UIM free trial sign-up page

• CA UIM product web page

• CA UIM for MSPs web page

• CA for service providers web page

• CA UIM for MSPs video

• CA UIM for cloud monitoring web page

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