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1 Confidential | Copyright © 2014 TriZetto Corporation TriZetto Global Operations: Tools and Monitoring for Hosted Clients Cindy Schumacher, CIO Seth Kulakow, CSO Rene Lopez, VP of Architecture Glenn Mullen, AVP of Global Operations 2 Confidential | Copyright © 2014 TriZetto Corporation TriZetto Enterprise Management 3 Confidential | Copyright © 2014 TriZetto Corporation TriZetto Enterprise Management System Performance Management Layer SLA Reporting Event Re-Occurance Capacity Planning Notification & Escalation New Service & Business Process Event severity Document Management Service Management Layer Customer Management Systems Automated Provisioning and Testing Systems Configuration Management Layer Network/Server/End-User Configuration Management Systems Management Agents - SNMP or CMIP 3rd Party Agents Embedded Agents Routers 4 Confidential | Switches and Hubs Copyright © 2014 TriZetto Corporation Storage and Storage Area Networks Workstation and Desktops Servers and Host Systems Problem Management Layer RMON & Sniffers Element & Application remote agents Security Circuit Testing Equipment Proprietary Application Managers Proprietary Element Managers Desktop & Server Management Systems Network Element Managers Command Line Interface Scripts Event Management (Event lists, correlation, Patch Management duplication filtering) Incident Management Layer Proxy Agents PBX and Adjuncts Power & Facilities Circuits Database Systems Transaction Systems Network Applications Enterprise Management System Functional Layers Service Catalog Availability/ Performance Reporting 5 Confidential | Copyright © 2014 TriZetto Corporation Monitoring Tool Our new monitoring tool is an IT management platform that provides scalable, resilient and reliable monitoring capabilities, allowing organizations to proactively manage critical IT resources. 6 Confidential | Copyright © 2014 TriZetto Corporation Reports and Dashboards 7 Confidential | Copyright © 2014 TriZetto Corporation Alarm Console 8 Confidential | Copyright © 2014 TriZetto Corporation Network Performance, Health, and Real Time Viewing 9 Confidential | Copyright © 2014 TriZetto Corporation 10 Confidential | Real Time Network Mapping Up / Down Monitoring Network Network Mapping Mapping Network Network Metrics Metrics –– Availability, Availability, Response Response Time Time Network Network Tracking Tracking –– Performance, Performance, Health Health Historical Historical Netflow Netflow Copyright © 2014 TriZetto Corporation Network Config Network Performance Network Monitoring Real Time Traffic Analysis Change Automation and Verification Configuration Comparison and Rollback Real Time Netflow Monitor Network Maps for Issues Monitors • CPU • Memory • Link Utilization 11 Confidential | Copyright © 2014 TriZetto Corporation Highlight Routing Protocols 12 Confidential | Copyright © 2014 TriZetto Corporation Dynamically Map Network Path 13 Confidential | Copyright © 2014 TriZetto Corporation Analyze Complex Network 14 Confidential | Copyright © 2014 TriZetto Corporation Automate Compliance Tasks 15 Confidential | Copyright © 2014 TriZetto Corporation Document Network Inventory 16 Confidential | Copyright © 2014 TriZetto Corporation Troubleshoot Unstable Network 17 Confidential | Copyright © 2014 TriZetto Corporation Real Time Summary 18 Confidential Real time network maps – Exportable to Word and Visio – maps are not meant for monitoring Real time Netflow Real time monitoring – shows CPU, Memory, Link Utilization along the path Troubleshooting Change Control Automation Change Control Verification Configuration Management Process Automation – create automated tasks to gather basic troubleshooting information Configuration Change comparison – Compare current configurations to dated configurations Real time source to destination path mapping – Show the actual path an IP packet takes Compliance verification – ability to compare configuration against best practices | Copyright © 2014 TriZetto Corporation Network Health and Performance Global View 19 Confidential | Copyright © 2014 TriZetto Corporation Drill Down View - Port 20 Confidential | Copyright © 2014 TriZetto Corporation Bandwidth Monitoring of bandwidth used per customer 21 Confidential | Copyright © 2014 TriZetto Corporation Netflow Monitoring of specific application bandwidth 22 Confidential | Copyright © 2014 TriZetto Corporation Network Health and Performance 23 Confidential Latency monitoring CPU/ Memory utilization monitoring High transmit/receive bandwidth monitoring Up / Down monitoring and alerting Network Mapping Network Route Monitoring Network Tracking and Trending – Availability, Response Time Network Metrics – Availability, Performance, Health Network Dashboards – Single Pane of Glass Historical Netflow | Copyright © 2014 TriZetto Corporation Application Performance Monitoring 24 Confidential | Copyright © 2014 TriZetto Corporation Transaction Dashboard Facets screens listed individually, with the number of backend calls and duration 25 Confidential | Copyright © 2014 TriZetto Corporation Application Dashboard 26 Confidential | Copyright © 2014 TriZetto Corporation Each Individual Request SharePath captures each individual Facets request. The user name is automatically captured 27 Confidential | Copyright © 2014 TriZetto Corporation APM-Topology 28 Confidential | Copyright © 2014 TriZetto Corporation Additional Environment Health Visibility 29 Confidential | Copyright © 2014 TriZetto Corporation What Does TriZetto’s Enterprise Management Offer? Data Sources Syslog SNMP Performance data Application Specific logs Database Tables Outputs Dashboards Status screens Alerts Reports Scripted responses Indexing Engine 30 Confidential | Copyright © 2014 TriZetto Corporation Data Source Roadmap Currently collecting data from 526 source types! 31 Confidential | Copyright © 2014 TriZetto Corporation Existing Infrastructure / Scalability Modular architecture for Scalability Scaled to support up to 1TB/Day License 5 Indexers/Data Center ~4 Weeks Searchable Data Complete Redundancy Dynamic Replication Auto Failover 32 Confidential | Copyright © 2014 TriZetto Corporation Batch 33 Confidential | Copyright © 2014 TriZetto Corporation Batch Tool Scheduling, BCOE, and Batch Operations collaborated together to implement the new Batch tool that will replace Tidal. Our new batch tool is a hosted job scheduling engine that provides event driven automation, policy based management, workflow monitoring and reporting capabilities. 34 Confidential | Copyright © 2014 TriZetto Corporation TriZetto Service Desk 35 Confidential | Copyright © 2014 TriZetto Corporation TriZetto Service Desk Overview TriZetto Service Desk will facilitate IT support across TriZetto and our clients. TriZetto Service Desk is a tool that helps IT support teams use automated, streamlined processes to ensure IT services and support requests are met effectively and within defined timelines. 36 Confidential | Copyright © 2014 TriZetto Corporation Key Features There are a range of features that are available to you as end users of TriZetto Service Desk. Here are some of the features: Request Catalog Displays templates that can be used to submit new tickets, including reporting incidents and service requests. The request catalog can be used to identify the type of request and quickly submit a new ticket. My Service Center My Service Center workspace displays templates that can be used to log a new request along with your open tickets that have already been submitted. Depending on permissions, users can also view requests logged by others in your organization. Email Notifications and Replies Email notifications can be sent from the ticket, with updates about changes to the ticket status or other worklog entries added to the ticket by the agent working on the ticket. By replying to the ticket emails, the email response will automatically update the ticket Announcements Users can view announcements related to any news or information Reports End users can view or extract ticket related reports which have been made available to them by an administrator. More reports will be made available to end users after the Spring 2014 release 37 Confidential | Copyright © 2014 TriZetto Corporation TriZetto Service Desk Coming in Spring 2014 38 Confidential | Copyright © 2014 TriZetto Corporation TriZetto Service Desk Enhancements Enhanced Catalog User Interface (Netflix style popup) View more common used templates, ribbon view on top, more filters. By hovering over icon, you will be able to see the Description of the template and the template type. 39 Confidential | Copyright © 2014 TriZetto Corporation TriZetto Service Desk Enhancements Additional end user enhancements Global Search (top ribbon on screen)from any Workspace 40 Enhance Filtering Will provide Search conditions along with filtering parameters. Performance Improvements (More Browser Support) IE 8 Support for end users only, IE 9, 10, 11 supported for analysts and end users. Certifying the latest versions of Chrome, Firefox and Safari Confidential | Copyright © 2014 TriZetto Corporation Session Survey We would like to extend you an opportunity to provide candid feedback. During the workshop you should’ve received an e-mail notification for you to take an on-line survey. If you could take a few minutes to complete at this time, we would greatly value your feedback. For your convenience, the survey will be available throughout the remainder of the conference should you not be able to complete immediately. 41 Confidential | Copyright © 2014 TriZetto Corporation Thank You! 42 Confidential | Copyright © 2014 TriZetto Corporation