boeing & hp application management
DESCRIPTION
An overview of how HP Application Management (APM) was successfully implemented at BoeingTRANSCRIPT
©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
Session ID: BTOT-TH-1000/2 Twitter hashtag #HPSWU
©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
Speaker Name: David CornetteDate: December 2, 2010Session ID: BTOT-TH-1000/3
BoeingReal Success Quantified with HP Application Management (APM)
3 HP Confidential
Background– Design, assemble and support global jetliners, defense systems,
satellites and launch vehicles• Industry leader, largest provider in many markets
– Over $168 billion in annual revenue for 2009, in 90+ countries with 157,000 employees
– 24 hour network with facilities around the globe
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Reality and Initial Challenges
Unacceptable Availability
Reactive
UnhappyCustomers
– Technology• Major Application Performance and Availability Problems
• Isolated, diverse data points and management tools
– Process• Reactive, slow to determine root cause
• Existing support process incapable of dealing with complex applications
– People• Unhappy customers and business stakeholders
• Blame Game
5 HP Confidential
Creating an Effective APM Solution
Service Goal: Ensure Applications meet customer expectations (SLAs/OLAs)
– Strategic Requirement: Provide a comprehensive view of the application
– Expected Results• Reduced Mean Time To Resolution (MTTR) w/faster Root Cause analysis• Improved Service Levels• Reduced IT Costs
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Implementing an Effective APM Solution
Technology• Comprehensive Application Monitoring
• End User Perspective (Synthetic & Real Users/BPM, RUM)• Application Components & Infrastructure (SiteScope)• Application Internals & Diagnostics (Diagnostics)
Process• Built Operations Procedures around monitoring solution
People• Assigned roles for Proactive Problem Management &
Reporting
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Quantified APM Success
Mean Time To Repair Reduction90% $879K
ReducedAnnualLaborCosts
Increased Availability99.8%Reduced End User Impact Hours96.2%
– Comprehensive Approach Pays Off
Reclaiming time and effort for more valuable projects
Quantified APM Success
Copyright © 2010 Boeing. All rights reserved.
2005 2006 2007 2008 20090
10,000
20,000
30,000
40,000
50,000
60,000
70,000
80,000
90,00084,706
48,202
27,697
6,4403,222
End User Person-Hours Impacted by Incidents Per Year
Reclaimed diagnosis time focused on Resolution
Quantified APM Success
2005 2006 2007 2008 20090%
10%20%30%40%50%60%70%80%90%
100%
Distribution of Time in Incident Resolution
Detection Diagnosis ResolutionCopyright © 2010 Boeing. All rights reserved.
Faster resolution with less effort
Quantified APM Success
2005 2006 2007 2008 20090
2,000
4,000
6,000
8,000
10,000
12,000
14,00012,425
5,990
1,311
371 221
Person-Hours Applied to Incident Resolution
Detection Diagnosis ResolutionPers
on
-Hou
rs p
er
Year
Copyright © 2010 Boeing. All rights reserved.
Tremendous labor savings
Quantified APM Success
2005 2006 2007 2008 2009 $(100,000)
$100,000
$300,000
$500,000
$700,000
$900,000
$0
$463,291
$800,194 $867,85
9$878,64
1
Labor Cost and Savings for Incident Resolution per Year
• Labor cost for incident resolution in 2009 is 1.8% of the cost in 2005Chart uses a Bureau of Labor Statistics average labor rate for an experienced Application
Systems Engineer to give a sense of monetary scale, not a Boeing labor rate Copyright © 2010 Boeing. All rights reserved.
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Business Service OverviewEnsuring Scalable Support
– BAC Application Management Service = Internal “Software As A Service” provider
• Partner with & train application support teams to develop monitoring solutions to meet their specific requirements
• Application teams develop & maintain maximum practical portion of their own monitoring solution
• Application teams’ control of their solution is only constrained by…− Security or stability limitations− Application teams’ desire to learn and/or allocate resources− Cost considerations managed by BAC Service
• Bottom Line−CAS saves money from centralized infrastructure/methodology /expertise−Enjoys the benefits of diverse solutions that meet any and all application requirements
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Business Service OverviewFocus yields results, fosters independence
– NOT a monitoring enforcement group working to push applications into a standardized NOC dashboard for Enterprise support or Executive reporting• Customer applications on-boarded by request and word-of-mouth endorsement, not by directive
– Focus on enabling application teams to build & maintain tailored Application Management solutions that take advantage of shared BAC tool suite strengths
– Alerts/Reports flow directly to each Application Management team• Removes enterprise process dependencies & puts control back in the application’s hands
– Application Management solutions work best when designed & maintained by vested stakeholders• Success depends on users and others who benefit getting directly involved
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Customer On-Boarding Process
1. Kick-off MeetingShowcase toolset, Learn about the application to be monitored
2. Requirements DevelopedCustomer educated about the full toolset capabilities in developed requirement context
3. BAC administrators build initial monitoring implementationBuilt on application requirements, Iterative refinement process follows change management process
4. Application Management solution is transitionedAs much as possible over time, empower application teams through training
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Customer Communications and TrainingOngoing communications keeps teams fresh and working
– Quarterly Hands-On BAC training• 2-3 training classes held for each event
• 4-8 hours per training event
• 70 consumers attended the last training session
– Training manual with common BAC functionality
– Quarterly newsletter communicating BAC Application Management Service enhancements, updates, changes
Internal APM Service Offering
Copyright © 2010 Boeing. All rights reserved.
- Provides a holistic view of the Application environment, from end users to infrastructure to code reviews
- Deliverables are created to the direct requirements of each individual Application Management team
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