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World ® ’1 6 Appriss Automates Support of 650 End Point Routers With CA Process Automation Bob Popeck - Director of Technical Support Services - Appriss, Inc. MFX155S MAINFRAME AND WORKLOAD AUTOMATION

Appriss Automates Support of 650 End-Point Routers with CA Process Automation

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World®’16

ApprissAutomatesSupportof650EndPointRoutersWithCAProcessAutomationBobPopeck - DirectorofTechnicalSupportServices- Appriss,Inc.

MFX155S

MAINFRAMEANDWORKLOADAUTOMATION

2 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD

©2016CA.Allrightsreserved.Alltrademarksreferencedhereinbelongtotheirrespectivecompanies.

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

My Development Team at work

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

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0 2

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FANRE 0 RE 1

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1 0

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0

2

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OK/FAILHDD ONLINE/OFFLINE

RESET

USB ETHERNETCONSOLEAUX

Internet ApprissAgencySecurityDeviceStaticIPorDHCP

OnAgencyNetworkIPsecGREMPLSVPLS

AgencyFirewallAgencyDatabase

VirtualMachineEnvironment

ApprissDataCenter AgencyDataCenter

ApprissRouter

ApprissFirewall

OK/FAIL

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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!!!!!

In the words of James Brown……………..

CA Process Automation

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Q&A

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