Join our webinar to learn how BMC enables enterprise customers to transform their organization to a digital DevOps model. In this webinar, NICE InContact will share their story of transforming from a physical data center to a hybrid environment, including data center and cloud infrastructure. They'll talk about strategies, challenges, best practices, and navigating an acquisition. Learn how NICE InContact improved service management and capacity management as well as resolution time for incidents using BMC TrueSight and AWS DevOps solutions. Join us to learn from a peer in the enterprise space to help you plan your own IT infrastructure transformation.

1. April 18, 2018 | 9:00 AM PT
Transform Enterprise IT
Infrastructure with Amazon
Web Services (AWS) and
DevOps
© 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.

2. Today’s presenters
Michael Miller, Partner Solutions Architect, Amazon Web
Services, Inc.
Seth Paskin, Solutions Marketing Manager, BMC
Software, Inc.
Dennis Sherman, Director of Cloud Infrastructure, NICE
InContact

3. Today’s agenda
• An overview of DevOps and AWS
• A fully visible cloud with BMC TrueSight
• NICE InContact transforms its enterprise IT via the AWS
Cloud
• Q&A/discussion

4. Learning objectives
• Why and how to transform your IT architecture with a DevOps model.
• How to manage complex infrastructure environments, including on-
premises and cloud.
• Why and how to employ microservices and containers across your
environment.
• How to get unified visibility of your AWS environment and on-premises
data centers.

5. DevOps on AWS
Michael Miller, Solutions Architect,
Amazon Web Services, Inc.

6. Traditional development models are obsolete
Business is
increasingly
software-
driven.
End-users
expect both
continuous
improvement
and stability
from
applications.
IT needs to be
able to
provision
infrastructure
as rapidly as
developers
demand it.
An organization’s
pace of innovation
is largely
constrained by
their ability to
develop
applications.

7. Infrastructure as
code
Microservices Logging and
monitoring
Continuous
integration/
continuous
delivery (CI/CD)
DevOps on AWS
AWS provides on-demand infrastructure resources and tooling built to enable common
DevOps practices

8. Provision the server, storage, and networking capacity you
need on demand.
Deploy independently, as a single service, or a group of
services.
Make configuration changes repeatable and standardized.
Build custom templates to provision resources in a controlled
and predictable way.
Use version control to keep track of all changes made to
your infrastructure and application stack.
Infrastructure as code
Replace traditional infrastructure provisioning and management with code-based techniques

9. Build services around the business capabilities you require.
Scale up and down as required with virtually no notice.
Make configuration code changes repeatable and
standardized.
API-driven model enables management of infrastructure
with language typically used in application code.
Free developers from manually configuring operating
systems, system applications, and server software.
Microservices
Build applications as a set of small services that communicates with other services
through APIs

10. Maintain visibility and auditability of activity in your
application infrastructure.
Assess how application and infrastructure performance
impact end-user experience.
Gain insight into the root causes of problems or
unexpected changes.
Support services that must be available 24/7 as a
result of continuous integration/continuous delivery.
Create alerts based on thresholds you define.
Logging and monitoring
Capture, categorize, and analyze data and logs generated by applications and infrastructure

11. Model and visualize your own custom release workflow.
Automate deployments of new code.
Improve developer productivity and deliver updates
faster.
Find and address bugs quicker with more frequent and
comprehensive testing.
Store anything from source code to binaries using
existing Git tools.
Continuous integration and continuous delivery
Rapidly and reliably build, test, and deploy your applications, while improving quality and
reducing time to market.

12. Benefits of DevOps on AWS
Get started
quickly
and pay as
you go
Automate
systems
operations
Scale without
infrastructure
constraints
Improve
visibility
and security
Leverage fully
managed
services

13. APN Partners help customers meet their part of their shared responsibility model
AWS Shared Responsibility Model

14. Key AWS certifications and assurance programs

15. $8Bin R&D investment
470+patents
10,000
+
customers
FORBES GLOBAL
100
92trust BMC

16. The digital opportunity is
massive
of S&P 500 will be
replaced by 2027
50%

17. Digital means AWS
2xIDC predicts public cloud
to double by 2019
More cloud services in use
than IT estimates
14x

18. Transformation is a necessity but
doesn’t happen overnight
3x
More likely to meet digital
business readiness goals
More likely to expand
into new markets
2x
Transformational enterprises:
Higher ROI than all on-
premises
90%

19. Transformation
strategies
Service
Continuity
Application
Re-factoring
Performance
Assurance
Capacity
Scaling
DevOps
CI/CD
Automation

20. BMC TrueSight enables enterprise
transformation
Addressing hybrid-IT complexity with artificial intelligence for IT operatio
On-premises

21. TrueSight differentiation
Breadth & Depth
• Performance and capacity
• On-premises, AWS
• 100+ management integrations
• Full stack from mobile to
mainframe
• High fidelity data collection
Context
• Align I&O to business app/service
• Manage from the service down,
rather than up from event and
individual CI
• Automated workflows with
service desk
• Industry-leading service discovery
Machine Learning
& Analytics
• 10 year history
• Purpose built for I&O use cases
• Big data architecture
• No data science or coding
• Time-series and text
information
• Open API

22. Transforming together

23. 250thousand agents
more than
100+
countries
99 guaranteed
uptime.99%
13 years
in the cloud
industry’s only
guaranteed
voice
SLA
10of top ten
U.S. states
are customers
NICE inContact: cloud contact center leader
FedRAMP
Authorized to Operate
85Fortune 100
customers

24. Improve Customer Experience
• Unify all resources onto one
platform
• Get automatic access to new
features
Increase Business Agility
• Scale up and down quickly
• Support multi-sites / disaster
recovery and remote agents
Reduce Costs
• Pay only for what you use
• No hardware, software or
upgrades to manage
Delivering business value
CXone empowers organizations to provide exceptional
customer experiences by acting smarter and
responding faster to consumer expectations.

25. • Complexity – hybrid model; no established or
well-defined best practices
• Speed of growth – customer base growing
faster than infrastructure
• International expansion – larger customers,
more diverse customer locations
• Cost management – better utilize
infrastructure resources and reduce customer
credits
NICE inContact challenges

26. • Hybrid capable
• Industry leader
• 360° monitoring coverage
• Integrated capacity management
• Integrated portfolio
• ITSM
• Discovery
• Road map and vision for the future
• “Real-Time” capable (Pulse)
• In-house expertise
Why BMC?

27. “TrueSight is our central point of service management integration for
our hybrid model using our on-premises and cloud environments, giving
us standardized and centralized service management capabilities
regardless of where the service component is hosted.”
- Elmer Benites, VP Cloud Operations, NICE InContact
How BMC addressed NICE InContact challenges

28. • Monitoring Telemetry
• Continuous Feedback
• Capacity Management and Cost Control
• Service Availability
• Dynamic Baselining
• Integrated Portfolio
• Cloud Transformation
• DevOps, CI/CD
• Automation
NICE inContact Digital Transformation

29. • Servers – monitored by Patrol
• Network – monitored by HP
• Voice – monitored by Empirix
• Capacity management was standalone
• Disjointed IT service management
implementation (ITSM)
• Discovery data was not useful
Actionable and useful feedback loop
Our cloud journey

30. PATROL
AGENT
BMC KM
Custom
metrics
BMC PULSE
• Lift and shift to Amazon Elastic Compute Cloud
(Amazon EC2)
• Same monitoring strategy w/Patrol
• More AWS Lambda and microservices
• Usage of BMC Knowledge Module (KM)
& Customer Relationship Management
CRM
• Moving toward “streaming” model
• Custom metrics and services monitored
with TrueSight Pulse
Complete telemetry and feedback loop in “Single Pane of Glass” of
TrueSight Operations Manager
Our cloud journey

31. ITSM
Capacity management
Discovery
Dynamic baselining Dynamic baselining

32. From “reactive” to enterprise-grade capabilities
• Improved incident management
• Reduced mean time to resolve (MTTR) by up to
70%
• Successful automation of alerts without human
interaction
• Improved capacity management and greater
efficiency
• Proactive
• Better use of resources
• Cost reduction
• Improved customer support
Measurable results: transforming enterprise IT
infrastructure

33. Digital transformation of IT infrastructure using a
DevOps model:
• Microservices and containers across NICE InContact’s
infrastructure
• Enable CI/CD processes
• NICE InContact can focus on what matters
• Unified visibility
Measurable results: transforming enterprise IT
infrastructure – cont.

34. • Phase 1 - “Lift and shift” - like
for like approach
• Phase 2 -
• Docker Subscription for AWS
• AWS Lambda
• Amazon Kinesis
• Amazon Elastic Block Store
• Amazon S3
• Reduced VM & Amazon EC2
instances
• Phase 3 - Mostly services w/small
VM & Amazon EC2 footprint
• Phase 4 – Service and network
automation w/BladeLogic
ITSM
Patrol Agent
Pulse Real Time
BMC Server KM
HP Network
Node Manager
(NNMi)
Empirix
Patrol Agent
BMC KM/
CRM
Amazon
CloudWatch/
custom metrics
Pulse
Discovery
Pulse Real Time
HP NNMi
NICE InContact approach

35. Summary: Get a unified view of AWS and on-
premises data center resources
• Maximize IT investments
• Control costs
• Gain visibility
• Manage performance
• Automate business functions

36. Q & A

37. Try BMC on AWS Marketplace
• https://aws.amazon.com/marketplace
• Search for “BMC”
Learn more about BMC TrueSight
• https://www.bmc.com/partners/aws-management.html
Learn more about DevOps on AWS:
• https://aws.amazon.com/devops/featured-partner-solutions/
Try AWS:
• https://aws.amazon.com/
Next steps and further information:
© 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.

38. Thank you!
© 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved.