World®’16
ApprissAutomatesSupportof650EndPointRoutersWithCAProcessAutomationBobPopeck - DirectorofTechnicalSupportServices- Appriss,Inc.
MFX155S
MAINFRAMEANDWORKLOADAUTOMATION
2 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
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Thecontentprovidedinthis CAWorld2016presentationisintendedforinformationalpurposesonlyanddoesnotformanytypeofwarranty. The informationprovidedbyaCApartnerand/orCAcustomerhasnotbeenreviewedforaccuracybyCA.
ForInformationalPurposesOnlyTermsofthisPresentation
3 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Abstract
LastyearyouheardhowAppriss superchargesITservicemanagementefficiencywithCAProcessAutomationtosavelives.JoinustolearnhowAppriss continuestoleverageCAProcessAutomationtoperformTier1diagnosticsstepsandactions.Weareabletosupport650end-pointrouters(growingto2,000by2019)withnohumaninterventionuntiltheautomationisunabletoresolvetheIncident.Then,throughAutoEscalation,wecreateaticketortasktothecorrectTier2resourcetointervene. Byreducingworkloadsforourstaff,weareablesavetime,meetbothoperation-levelagreementsandservice-levelagreementsquicklyandaccurately.
BobPopeckAppriss,Inc.DirectorofTechnicalSupportServices
4 ©2015CA.ALLRIGHTSRESERVED.@CAWORLD #CAWORLD
ApprissautomatesSupportof650EndPointRouterswithCAProcessAutomation
BobPopeckAppriss,Inc.DirectorofTechnicalSupportServices
Who am I
• Bob Popeck, – Silly & Cool Dad, CEO of a Charity, Retired FB Coach, Small business owner
• Director of Technical Support Services (17 years)– 3 groups of responsibility, Systems, Hardware and CA Dev Ops
• Ownership of the CA Platform – Administration, support and development of CA Service Desk Manager (CA SDM),
CA Process Automation CA Embedded Entitlements Manager (CA EEM), Productivity Accelerator DEV Staff: 1 administrator/DEV, 1 BA and 3 developers
• 70% of what we do is automation of Processes• 30% is development of new features and automations
Our Platform
• CA SDM 14.1.3• CA Process Automation 4.2.2 moving 4.3
– CA Process Automation is single most important employee at Appriss– CA Platform is Fully redundant, failover– Virtualized Windows Platform– Availability of 99.98% since January 2015
• Operate 3 environments (DEV, QA and Prod) for both CA SDM and CA Process Automation
• Testing CA Platform and Services in AWS
Background
• is a Data Solutions and Analytics provider– Industries we serve
• Criminal Justice, Healthcare, Public Safety, Commercial
• Employs over 400 employees (Majority in Louisville KY) • Over 50,000 feeds of data into our Data Center
– 2 Data Centers – Over 1 million customers
• Adopter of ITIL in 2006– Incident, Request, Problem and Change Process in place
ITIL is a registered trademark of AXELOS.
How works
• The service is Appriss’s most well known Product– Provides Victim notifications about the offender while incarcerated– Provides service in all of the states 24x7x365
• VINE stands for Victim Inform and Notification Everyday • Data feeds from County Jails and Courts System• Interface checks for data every 2 - 10 minutes • Monitoring in place to determine up/down status• 15 - 24 x 7 Data Flow Tier 1 support staff
Time is critical in Victim Notifications• Victims at risk for the first 48 hours that inmate is free • When data stops, Victims are at risk!
– EOL (Emergency Override Line) Jails can use• VINE can’t go down!• Tech perform the following = 15 minutes on average
– Reviews the ticket– Connects to the device– Follows documented instructions– Diagnoses the issue– Inspects the interface logs– Speaks with the Jail– If they are down put’s them on EOL– Escalates the ticket
AWACS versus GCS
USB CONSOLE 10/100
LINK/ACT
0/0 0/1 0/2 0/3 0/4 0/5 0/6 0/7POWERRESETCONFIG
SRX100
HA
ALARM STATUSSRE/ACE
ALARM
SRX650
POWER
FAN
HASYS
1.0 1.10
10/100/10000/0 LINKTX/RX 0/2 LINKTX/RX
0/1 LINKTX/RX 0/3 LINKTX/RX
7
5
3
1
ESD
8
6
4
2
POE
20GPOE
POE
20GPOE
OK/FAIL
SCB FABRIC
ACTIV
EFAB
RICON
LY
OK/FAIL
SCB FABRIC
ACTIV
EFAB
RICON
LY
NC C NO
NC C NO
MX240
ACO/LT0 1 2 3PEM
MASTERONLINEOFFLINEJuniper ®NETWORK
S
1
OK FAILOK FAIL
0 2
OK FAIL
FANRE 0 RE 1
OK FAIL
1 0
1
0
2
1 0
MASTERONLINE
RE-S-1300
OK/FAILHDD ONLINE/OFFLINE
RESET
USB ETHERNETCONSOLEAUX
Internet ApprissAgencySecurityDeviceStaticIPorDHCP
OnAgencyNetworkIPsecGREMPLSVPLS
AgencyFirewallAgencyDatabase
VirtualMachineEnvironment
ApprissDataCenter AgencyDataCenter
ApprissRouter
ApprissFirewall
OK/FAIL
SCB FABRIC
ACTIV
EFAB
RICON
LY
OK/FAIL
SCB FABRIC
ACTIV
EFAB
RICON
LY
NC C NO
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ACO/LT0 1 2 3PEM
MASTERONLINEOFFLINEJuniper ®NETWORK
S
1
OK FAILOK FAIL
0 2
OK FAIL
FANRE 0 RE 1
OK FAIL
1 0
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0
2
1 0
MASTERONLINE
RE-S-1300
OK/FAILHDD ONLINE/OFFLINE
RESET
USB ETHERNETCONSOLEAUX
SRE/ACE
ALARM
SRX650
POWER
FAN
HASYS
1.0 1.10
10/100/10000/0 LINKTX/RX 0/2 LINKTX/RX
0/1 LINKTX/RX 0/3 LINKTX/RX
7
5
3
1
ESD
8
6
4
2
POE
20GPOE
POE
20GPOE
Gateway Collection
Jail Management
SystemJail Database
Data Source
Open VPN Tunnel
Appriss
Import DatabaseFirewallFirewall
GCS
AWACS
Gateway Collections System versus Appriss Wide Area Collection System (AWACS)
• Runs on single device– Single point of failure– Repair averages 4
Bus Days• Ownership is the jail
– We are responsible for repair
• Many moving parts• Takes two to support GW• Supported remotely• Config can vary by site• Serves both Prod & QA• 1,400 feeds on GCS
– Avg 60 GCS interruptions per day– 80% the issues are on GW
• Avg tech time = 15 minutes per Incident
• Runs on single VM– Is redundant and has failover– Repair a VM in 15 minutes
• We own the operation• Fewer moving parts• Takes one to support VM• Support remotely• Standard Config (Huge) • QA environment separate• 650 feeds are on AWACS
– Avg less than 5 interruptions per day
– 99% the Agency’s issue• Avg tech time = ZERO
But Bob how can AWACS tech time be ZERO
• We use CA Process Automation for the Tier 1 steps– Reviews the ticket– Connects to the device– Follows documented instructions– Diagnoses the issue– Inspects the interface logs– Speaks with the Jail (Well sort of)– If the Site is down put’s them on EOL– Escalates the ticket
• When we need a person, well defined reason• Tech time gained = reallocation = new staff for no cost
Once again the ROI is returned
A year ago I told you CA Process Automation performs over 300,000 operations of business processes per month which result in approximately 9 million key strokes saved per month or 30 people savings
Automating Tier 1 support of 700 AWACS locations = 1,825 hours saved yearly
The AWACS/ CA Process Automation solution is scalable, so when we migrate 1,300 more locations, we save 3,650 hours of Tier 1 Tech time yearly
Appriss forecast - 3,000 AWACS feeds by 2020, 5,000 feeds by 2025, Tier 1 support cost = ZERO
What’s next Bob????????
• Problem Management business intelligence is under testing– Multiple incidents for same category, symptom, CI = create a problem,
problem auto escalates to Problem Mgr. when exceeds threshold– Manages priority, escalation and management visibility– Allows for targeting operational cost areas
• Event Management Process Automation is under development– Using CA Process Automation to perform System Tech Level 1 steps– Using CA Process Automation to perform to manage Incident flow– Tie Problem Management business intelligence to Event Management to
create, weight, prioritize the Problem ticket– Insures we meet SLA and OLA = NO REFUND!!!!!
18 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
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