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World®
’16
Pre-Con	Ed:	Leverage	the	Dynamic	
Service	Modeling	Functionality	with	
CA	Service	Operations	Insight	to	Expedite	
IT	Alignment	with	the	Business	and	
Business	Service	Monitoring
Jeff	Morris,	Principal	Engineering	Services	Architect,	CA	Technologies
DO4X71E
DEVOPS	– AGILE	OPERATIONS
2 ©	2016	CA.	ALL	RIGHTS	RESERVED.@CAWORLD				#CAWORLD
©	2016	CA.	All	rights	reserved.	All	trademarks	referenced	herein	belong	to	their	respective	companies.
The	content	provided	in	this CA	World	2016	presentation	is	intended	for	informational	purposes	only	and	does	not	form	any	type	of	
warranty. The information	provided	by	a	CA	partner	and/or	CA	customer	has	not	been	reviewed	for	accuracy	by	CA.	
For	Informational	Purposes	Only	
Terms	of	this	Presentation
3 ©	2016	CA.	ALL	RIGHTS	RESERVED.@CAWORLD				#CAWORLD
Abstract
CA	Service	Operations	Insights	can	improve	your	ability	to	meet	service	level	agreements	IT	has	
with	the	business	by	modeling	the	application,	infrastructure	and	other	components	of	critical	
business	services	and	monitoring	by	business	services	vs.	just	by	the	individual	components.	In	
this	session,	learn	how	you	can	leverage	the	dynamic	service	import	capabilities	of	the	CA	
Application	Performance	Management	(CA	APM)	and	CA	Spectrum	connectors	to	CA	Service	
Operations	Insight	in	combination	with	service	discovery	policies	to	minimize	the	manual	effort	
required	to	build	service	models.	We	will	highlight	new,	flexible	service	import	functionality	from	
CA	APM	Team	Center,	from	virtual	topology	data	from	CA	Unified	Infrastructure	Management	via	
the	CA	Spectrum	connector	and	CA	Spectrum	integration	with	CA	Unified	Infrastructure	
Management.	Pre-registration	strongly	encouraged	as	space	is	limited;	pre-registered	attendees	
will	be	admitted	first.
Jeff	Morris
CA	Technologies,
Technology	Advisor
Principal	Engineering	
Services	Architect
4 ©	2016	CA.	ALL	RIGHTS	RESERVED.@CAWORLD				#CAWORLD
Agenda
CA	SERVICE	OPERATIONS	INSIGHT	‒ MANAGEMENT	TO	SERVICE
SERVICE	IMPORT	FROM	CA	APPLICATION	PERFORMANCE	MANAGEMENT
SERVICE	DISCOVERY
CA	SERVICE	OPERATIONS	INSIGHT	– DYNAMIC	SERVICES	DIRECTION
1
2
3
4
5 ©	2016	CA.	ALL	RIGHTS	RESERVED.@CAWORLD				#CAWORLD
CA	Service	Operations	Insight	–
Management	to	Service
6 ©	2016	CA.	ALL	RIGHTS	RESERVED.@CAWORLD				#CAWORLD
What	Is	a	Service?
§ Different	meanings	to	different	people
– Often	considered	somewhat	synonymous	with	application
§ Business	service
– A	suite	of	application	components	and	associated	infrastructure	working	together	to	provide	a	
specific	named	value	to	the	organization	and/or	its	customers
– i.e.	“Online	bill	pay“
§ IT	service	
– Somewhat	more	low-level	– may	not	have	a	front	end
– Components	of	many	business	services
– i.e.	“VoIP”,	“DNS”
6
7 ©	2016	CA.	ALL	RIGHTS	RESERVED.@CAWORLD				#CAWORLD
Service	Topology
Service	propagation	
based	on:
§ Alarm	severity
§ CI	significance
§ Relationship	type	
§ Letter	(O)	depicts	
relationship	type
§ Number	(8)	depicts	
significance	of	child	
CI	on	scale	of	1-10
8 ©	2016	CA.	ALL	RIGHTS	RESERVED.@CAWORLD				#CAWORLD
What	is	“Management	to	Service”?
§ “Alert	Management	in	a	Service	Context”
– aka	“Event	Management	2.0”
§ Paradigm	shift	for	the	“Business	Operations	Center”
– Fundamental	in	transformation	from	traditional	NOC	approach
– Leverages	both	application	AND	infrastructure	alerts	to	isolate	root	cause	of	
a	service	outage
§ Alignment	of	alerts	to	service	model
– Forces	focus	to	only	those	alerts	affecting	the	given	service
§ Service-focused	workflow	and	triage
– Incidents	created	for	service	outage
– Triage	process	in	BOC	for	root	cause	domain	isolation	– hand	off	to	Level	2	SME
9 ©	2016	CA.	ALL	RIGHTS	RESERVED.@CAWORLD				#CAWORLD
Business	Operations	Center	Transformation
§ BOC	management
– Monitor	overall	service	health	with	CA	Service	Operations	Insight	dashboard
– Align	with	business	on	service	health	&	availability
§ Service	responder
– Perform	end-to-end	service-based	triage
– Primarily	using	CA	Service	Operations	Insight	console	and	links	to	MDRs	(i.e.	CA	Application	
Performance	Management,	CA	Spectrum	and	CA	Unified	Infrastructure	Management)
– Main	goal:		domain-level	isolation
– Hand-off	to	L2/L3	SMEs	after	triage	
§ Service	designer
– Work	across	silos	(business,	app,	infrastructure)	to	ensure	accuracy	of	service	models	
and	completeness	of	model
– Ensure	business	service	models	align	to	business	priorities
10 ©	2016	CA.	ALL	RIGHTS	RESERVED.@CAWORLD				#CAWORLD
Service	Topology	‒ Modeling	Strategies
§ Top-down
– Application-centric
– Flows	from	user	interaction	(business	transaction)	to	application	to	computer	system	
to	dependent	infrastructure	(routers,	switches,	etc.)
– Most-accurate	representation	– like	a	dependency	graph
§ Bottom-up
– Traditional,	infrastructure-centric	(i.e.	CA	Spectrum	topology)
– Better	for	infrastructure-only	services,	not	as	ideal	for	business	services
§ “Grouped”
– Organize	into	groups	by	CI	type	(i.e.	app	servers,	databases,	etc.)
– Good	for	use	with	custom	(“cluster”	/	“group”)	policy
– Can	be	a	hybrid	with	top-down	and	bottom-up	modalities
11 ©	2016	CA.	ALL	RIGHTS	RESERVED.@CAWORLD				#CAWORLD
Importing	a	Service	from	CA	Application	
Performance	Management
12 ©	2016	CA.	ALL	RIGHTS	RESERVED.@CAWORLD				#CAWORLD
CA	Application	Performance	Management	Connector	3.0/3.1
§ Supports	CA	APM	Team	Center	in	r10.1+
– Supports	service	import	using	new	CA	APM	relationship	map	– Team	Center
– Change	in	architecture	from	previous	CA	APM	9	“triage	map”
– CA	APM	connector	3.1	supports	leveraging	custom	Team	Center	attributes	for	defining	
service	scope
§ Support	granular	CI	discovery	as	software	component	CIs
– Based	upon	metric	paths	in	CA	APM	investigator
– EPAgent support		(i.e IBM	MQ	power	pack	and	Web	Server	power	pack)
– Support	for	user-defined	custom	instrumentation
§ Versions	supported
– All	supported	versions	of	CA	APM	through	10.3
13 ©	2016	CA.	ALL	RIGHTS	RESERVED.@CAWORLD				#CAWORLD
Installation	Changes	
§ Generate	client	API	token
– Part	of	new	security	model	for	CA	APM	REST	APIs	with	Team	Center
– Captured	by	connector	installer
– Must	use	same	user	for	token	that	connector	will	use	for	other	web	services
§ For	CA	APM	10.1
– Upper-right	corner	dropdown	by	user-name	– “Generate	API	Token”
14 ©	2016	CA.	ALL	RIGHTS	RESERVED.@CAWORLD				#CAWORLD
Generate	Client	Token	– CA	APM	10.2+
§ Different	procedure
– Click	on	“Gear”	icon	to	access	settings
– Choose	“Security”	tab
– Click	“Generate	New	Token”
– In	pop-up	dialog	give	token	a	name	
§ i.e.	SOI-APM	Connector
– Choose	“Never	Expires”
15 ©	2016	CA.	ALL	RIGHTS	RESERVED.@CAWORLD				#CAWORLD
Scoping	Configuration	File
§ Located	in	<SOI>/resources	folder
§ Controls	granular	“SoftwareComponent”	CI	creation
§ MetricGroup tag	– refers	to	a	group	of	CIs	belonging	to	the	same	MetricPath
– agentRegex (optional)	– Filter	of	which	CA	APM	agents	this	tag	operates	on
– path	– The	“MetricPath”	of	the	parent	folder
§ Child	folders	are	each	dynamically	discovered	as	software	component	CIs
§ One-level	discovery	
– ciFilterExp – filter	expression	– regular	xxpression – default	=	“.*”
§ Operates	on	list	of	metric	paths	defined	above	by	path
§ Only	folders	matching	the	filter	expression	are	included
– name	– name	for	this	group	
§ Stored	in	Tags	attribute	of	created	CIs		(grp-XXXXX)
§ Can	be	used	by	service	discovery	policies	in	CA	Service	Operations	Insight
16 ©	2016	CA.	ALL	RIGHTS	RESERVED.@CAWORLD				#CAWORLD
Alert	Routing	for	CA	APM	(Introscope)	Alerts
§ First	step	– check	for	software	component	match
– Uses	metric	path	of	alerted	metric
– Strip	off	one	node	of	path	at	a	time	looking	for	a	match	to	a	software	component	CI
– If	found,	AlertedMdrElementID becomes	that	CI
§ Default	
– If	no	match	found,	attach	to	agent	CI		(RunningSoftware)
§ Example
– <MetricGroup path=“JSP”	ciFilterExp=“.*”	name=“JSP	Pages”	/>
– Software	Component	CI	=	“JSP_MyPage.jsp”
– Metric	path	of	alert	=	“MyHost_MyProcess_MyAgent_JSP_MyPage:Average Response	Time”
17 ©	2016	CA.	ALL	RIGHTS	RESERVED.@CAWORLD				#CAWORLD
Intelligent	Routing	for	CEM-based	Introscope	Metrics
§ Customer	Experience	Management	(CEM)	incident	alerts
– Obsolete	with	CA	APM	10.1+
– Customer	challenges	due	to	lack	of	auto-clear	feature	in	CA	APM
§ CEM	based	metrics	in	Introscope
– RTTM	Metrics	– Business	Services|<name>|Business	Transactions|<name>|….
– Business	segment	metrics	within	agents
§ Intelligent	routing
– Connector	automatically	attempts	to	match	these	to	business	transaction	CIs	in	CA	Service	
Operations	Insight
18 ©	2016	CA.	ALL	RIGHTS	RESERVED.@CAWORLD				#CAWORLD
Import	Services
§ Domain	managers	such	as
CA	APM,	CA	Spectrum	and	CA	CMDB	have	
service	concept
§ Previously	defined	services	in	domain
managers	can	be	imported	into
CA	Service	Operations	Insight
– Leverages	your	existing	investment
– Establishes	that	CA	Service	Operations	Insight	
should	manage	the	service
– Imported	services	can	be	modified	and	extended
19 ©	2016	CA.	ALL	RIGHTS	RESERVED.@CAWORLD				#CAWORLD
Auto	Import	Services
§ When	auto	import	is	set	to	yes	for	a	connector:
– All	existing	domain	manager	services	are	immediately	imported
– Any	new	domain	manager	services	are	also	imported	after	they	become	known	to	the	connector
Some	connectors	are	not	
auto	import	capable
The	auto	import	toggle	
buttons	are	located	here
20 ©	2016	CA.	ALL	RIGHTS	RESERVED.@CAWORLD				#CAWORLD
Import	a	Service	from	CA	APM	
§ CA	APM	service	model	represents	the	“top	half”	of	a	top	down	model
21 ©	2016	CA.	ALL	RIGHTS	RESERVED.@CAWORLD				#CAWORLD
Service	Discovery
22 ©	2016	CA.	ALL	RIGHTS	RESERVED.
Importing	Service	Models	from	CA	APM
§ CA	APM	Team	Center	model	establishes	the	foundation	of	the	service	
model
§ CA	APM	relationship	maps	vs.	CA	Service	Operations	Insight	service	
models
– CA	APM	models	are	very	granular	– ideal	for	app.	support	
– For	CA	Service	Operations	Insight,	the	CA	APM	connector	collapses	the	model	down	to	
operational	granularity
– Critical	fault	components	and	their	relationships
§ Business	transactions,	JVMs/CLRs,	databases,	host	systems
– Model	can	then	be	extended	in	CA	Service	Operations	Insight	to	include	related	infrastructure	
from	other	domain	managers	(CA	Unified	Infrastructure	Management,	CA	Spectrum)
§ New	for	CA	APM	connector	3.1	– user-defined	services
– Leverage	user-defined	attributes	from	CA	APM	Team	Center	to	scope	service	in	CA	Service	
Operations	Insight
23 ©	2016	CA.	ALL	RIGHTS	RESERVED.@CAWORLD				#CAWORLD
Service	Discover	Policy	Editor	UI
Access	from	the	CA	Service	
Operations	Insight	console
§ To	access	the	service	discovery	
policy	editor,	click	Tools	>	Service	
Discovery	Policies
§ At	startup,	with	the	root	node	
selected,	the	right	pane	displays	
service	discovery	policy	
descriptor	revision	details
24 ©	2016	CA.	ALL	RIGHTS	RESERVED.@CAWORLD				#CAWORLD
Service	Discovery	– Dynamic	Services
§ Creates	services	based	upon	selected	criteria
§ Similar	to	global	collections	in	CA	Spectrum	and	groups	in	CA	
Unified	Infrastructure	Management
§ Supports	any	USM	attributes	of	CIs	for	matching
§ Supports	regular	expressions
25 ©	2016	CA.	ALL	RIGHTS	RESERVED.@CAWORLD				#CAWORLD
Service	Discovery	– Dynamic	Services
CA	Unified	Infrastructure	Management	Groups	Example
CA	UIM	dynamic
group	specification
CA	Service	
Operations	Insight	
dynamic service
specification
26 ©	2016	CA.	ALL	RIGHTS	RESERVED.@CAWORLD				#CAWORLD
Service	Discovery	– Automatic	Relationships
§ Extends an	existing	service	model
§ Adds	relationships	between	existing CIs	in	the	model	and	other	known	CIs	
which	match	a	set	of	criteria
§ Provide	source	criteria,	target	criteria,	and	match	criteria
§ Can	apply	to	all	services	or	selected	services
27 ©	2016	CA.	ALL	RIGHTS	RESERVED.@CAWORLD				#CAWORLD
Service	Discovery	– Automatic	Relationships
Running	Software	– Computer	System	Example
28 ©	2016	CA.	ALL	RIGHTS	RESERVED.@CAWORLD				#CAWORLD
Service	Discovery	– Unmanaged	Relationships
§ Extends an	existing	service	model
§ Discovers	“unmanaged”	component	relationships	already	existing	in	
database	as	provided	by	a	given	data	source
– “Unmanaged”	– relationships	not	scoped	to	a	service
– Example:	infrastructure	topology	from	CA	Spectrum
§ “Source”	CI	must	exist	in	service	model
§ Matches	“Target”	CI	based	upon	matching	criteria
– e.g.	host	connected	to	switch
29 ©	2016	CA.	ALL	RIGHTS	RESERVED.@CAWORLD				#CAWORLD
Service	Discovery	– Elastic	Virtual	Topology
§ CA	Unified	Infrastructure	Management	VMware	probe	constantly	tracks	
virtual	relationships
– Which	VM	is	attached	to	which	ESX	host
§ CA	Unified	Infrastructure	Management-CA	Spectrum	syncs	virtual	
topology	and	adds	to	CA	Spectrum	infrastructure	topology
§ CA	Service	Operations	Insight-CA	Spectrum	connector	can	publish	selected	
relationships	to	CA	Service	Operations	Insight	as	“unmanged”	
relationships
§ CA	Service	Operations	Insight	dynamically	maintains	virtual	relationships	
in	its	models	via	service	discovery	unmanaged	relationship	policy
30 ©	2016	CA.	ALL	RIGHTS	RESERVED.@CAWORLD				#CAWORLD
Service	Discovery	– Unmanaged	Relationships
VM	to	ESX	Host	Example
31 ©	2016	CA.	ALL	RIGHTS	RESERVED.@CAWORLD				#CAWORLD
End-to-End	Service	Model
JVM
Virtual	Machine
ESX	Host
32 ©	2016	CA.	ALL	RIGHTS	RESERVED.@CAWORLD				#CAWORLD
CA	Service	Operations	Insight	– Dynamic	
Services	Direction
33 ©	2016	CA.	ALL	RIGHTS	RESERVED.@CAWORLD				#CAWORLD
Management	to	Service	and	Dynamic	Service	Modeling
With	complex	Business	Services	at	the	heart	of	an	organization’s	income	stream,	a	
modern	strategy	for	managing	and	monitoring	these	services	is	critical. The	key	to	
decreasing	costs	and	MTTR	in	the	Application	Economy	is	a	paradigm	shift	to	bridge	
the	gap	between	App/Infrastructure	management	and	transforming	the	NOC	into	a	
Business	Operations	Center. CA	Service	Operations	Insight	provides	organizations	with	
the	needed	functionality	to	achieve	this	sort	of	transformation. It	leverages	the	Import	
and	Service	Discovery	features	that	allows	teams	to	decrease	the	administrative	costs	
of	managing	and	maintaining	the	dynamic	service	models.
34 ©	2016	CA.	ALL	RIGHTS	RESERVED.@CAWORLD				#CAWORLD
Thank	you.
Stay	connected	at	communities.ca.com
@CAWORLD					#CAWORLD ©	2016	CA.	All	RIGHTS	RESERVED.35 @CAWORLD					#CAWORLD
DevOps	– Agile	Ops
For	more	information	on	DevOps	– Agile	Ops,	please	visit:	
http://cainc.to/wYXSg6

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