appsphere 15 - turning to unified monitoring & real-time application analytics

Turning to Unified Monitoring & Real-time Application Analytics Harlan Hagewood – IT Manager, Application Service & Performance Management - Travelport

Who is Travelport Travelport is a leading Travel Commerce Platform providing distribution, technology, and payment solutions •  The Travel Commerce Platform enables travel providers, travel

agencies, corporations and developers to connect •  The Technology Services provide critical IT solutions to

airlines, such as shopping, ticketing, and departure controls Short video: https://www.youtube.com/watch?v=Zv1Ovpy3Ups

•  Fun Facts –  9 billion Application Programming Interface (“API”) calls

per month –  9,900 physical/virtual servers –  4 Core TPF Mainframe Systems (Transaction Processing

Facility) –  400 Airlines to which we provide Air Distribution Services –  67,000 global travel agencies using Travelport's Travel

Commerce Platform

Copyright © 2015 AppDynamics. All rights reserved. 2

Who am I: Harlan Hagewood – IT Manager

Organization: Travelport Infrastructure Services Division

Experience: 20+ Years in IT with a background in WAN and Data Center Networking, Application & Systems Tuning, and Distributed Systems Management

Our Team: Application Service and Performance Management

10 team members Experience: Combined the team has over 160 years with Travelport

Network Engineering, Enterprise Monitoring, Application Development, Operations, Mainframe and/or Distributed Systems Management

Our Role: APM Initiatives / Enterprise Monitoring Solutions / Expanded customer base to more

than just a “production only” focus


Quick Introduction

Applications are increasingly more complex

Cloud, Micro services, 3rd party APIs increase deployment challenges

Performance issues taking too long to resolve

DevOps collaboration is next to impossible

Real-time correlation between

performance & business data

is lacking

The challenges

See More •  Gain Deep & Wide Visibility •  Quickly identify performance issues •  Fix the Right Problem the First Time •  Automatic Discovery, Configuration, & Performance Baselines

Manage better •  Measure Business Impact (Business Transactions / KPI’s) •  See, Act, & Know with less time & effort •  Improve the Customer Experience

Deliver Faster •  Enable Technology teams across the Application Life Cycle •  Reduce Defects & Quicker Release Cycles •  Lower Cost of Ownership = Quick ROI


Drive Digital Transformation across applications

The desired state

Months of previous efforts in monitoring unification lacking completion


Journey to climb the mountain…

Rebooted new effort - 2014 -  E2E review of customer and product pain points

-  Picked set of high value applications to deploy platform to bring digital transformation and unified monitoring strategy

-  POV with multiple vendors

-  Clear goals -  End to End (test and production) up to the mainframe -  End User Experience superseded rest -  Transaction KPI's at each tier -  Reduce cost and TCO -  Drive Travelport wide adoption


Journey to climb the mountain…


Executive Sponsorship

Define scope for each application

Know the end user personas

Align with IT, Ops, and Dev teams

Constantly evangelize the benefits

How to get started

Initial Benefits – see, act, know Improved customer focus and measured business impact

See Fixing blind spots through correlation



Act


Proactive alerting and health monitoring for business services


Know Granularity to specific customer services -  Real-Time -  Learned baselines -  Health Violations


More focus - The customer

Pain Point: Poor experience for a key customer Concerned Customer: Service improvement plans Impact trending SLA on performance & Incident resolution Monitoring Improvement Plan: •  Primary API services •  Web Service Application


Travelport API Services

Analytics Challenges in our API Java services

-  B2B custom written application

-  Zero auto-discovery in custom app

-  Non – existent correlation between business logic errors to user experience

-  End User Experience monitoring options non-existent



Analytics Goals

•  Unique Customer

•  User Experience

•  Business Metrics

Analytics


Logging Methods within API Services: •  Exposed errors through the use of setting Method Invocation Data Collectors

API Services: •  Added business transactions & custom instrumentation through the use of

setting Method Invocation Data Collectors

Customer level details exposed through Advanced Analytics


Analytics result

Analytics benefits


Goal - End User Insight Outcome

Conclusion Know the pain areas and focus there ! Know your applications ! Keep a customer focus in your journey and delivery ! Get sponsorship – it is key ! Get adoption early ! APM benefits come from following the application -> Ingrained into Dev Ops mindset Think outside the box – Use analytics to fill the gap and gain End user insight ! Business and Performance correlation through software not specialists !


Next Steps


More data

•  Double down on Analytics…solve additional use cases

•  Multi location customer – unique identifiers

•  API services - integrate with existing log data

More customer detail

•  EUE is a growing focus

-  Thick client desktop software monitoring

Thank You

appsphere 15 - turning to unified monitoring & real-time application analytics

Documents