case study: produban banks on ca application performance management 10

Case Study: Produban Banks on CA Application Performance Management 10

Gabriel Arruda

DevOps: Agile Ops

Produban

IT Manager – Monitoring, Automation and Big Data

DO5X188S

@CAWorld

#CAWorld

2 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD

© 2015 CA. All rights reserved. All trademarks referenced herein belong to their respective companies.

The content provided in this CA World 2015 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


Abstract

Produban is responsible for managing the Santander Group’s entire IT

infrastructure including its retail bank, global units and corporate units.

Three years ago, Produban implemented CA Application Performance

Management (CA APM) to monitor its call center system to diagnose

application incidents and to make sure customers were not impacted by

any application issue. By using CA APM, monitoring is no longer reactive

but instead is proactive, and troubleshooting time for incidents has been

reduced. As a result, CA APM has become a reference within the entire

company and is the main support tool for the applications support team.

In 2015 Produban initiated a project to improve user experience using

CA APM 10 with the goal of having 100 percent of the applications

monitored with CA APM. Attend this session to learn more about

Produban’s journey to CA APM 10.

Gabriel Arruda

Produban, IT Manager – Monitoring, Automation and Big Data


Agenda

ABOUT THE SPEAKER

COMPANY OVERVIEW

RESULTS AND SOLUTIONS

OLD SCENARIO

CHALLENGES

1

2

3

4

5


Produban Company

Produban manages and controls the entire IT infrastructure of the Santander Group:

– Retail Banking

– Global units

– Corporate Units

Established in the May 1, 2005

100% owned by the Group


Mission

Production ManagementExcellence

Efficiency

Service

Quality

Operational

Risk

Perform a unified and standardized production management of the Financial Santander Group entities and the

establishment of the Infrastructure Group

Adding Value to the Business

Time to Market

Flexibility


Produban – Subsidiaries and Branches

+ 5.000 professionals


Produban – Major Customers

Produban provides service to more than 120 Financial Institutions Groups


Infrastructure Group – Data Center

Carlton Park (3.000 m2)

Shenley Wood (2.500 m2)

Bletchley (1.950 m2)

UK

ES

BR

MX

Querétaro (3.000 m2)

Campinas (3.600 m2) Boadilla (3.900 m2 - 1.950 m2 x 2)

Cantabria (6.000 m2 - 3.000m2 x2)


Infrastructure Group – Private Network


Infrastructure Group – Processing

+ 28.000 Physical servers

+ 56.000 Logical servers

+ 22.000 Data Bases

1 2 3 4 5 6 7 8

57,400

74,996 81,896

95,992 110,366

181,033 186,313

220,000

Mainframe Processing Capability Evolution (MIPS) Volumetric Processing Equipment


Volumetric Processing

106,6 million Banking Retail Customers

11,6 million active Internet Customers

2,6 million Mobile Banking Customers

30 million Credit Cards

80 million Debit Cards

30 million Call in Contact Center per month

5.000 million Transactions per month

67 million Card transactions peak day

9,6 million Batch executions per month

16,7 million Payments per day


Old Scenario

• Just 24% of application servers monitored.• More time to reestablish services, less proactive monitoring – need to analyze

application logs and server metrics to identify incidents and root cause for XX% of applications servers.

• Complex CA APM interface. Few professionals has skill to analyze information on CA APM. These professionals are always overworked.

• Too many metrics for few servers, performance problems! Architecture doesn’t offer possibilities to segment metrics that respond for business needs and combine with the better IT needs. Too many difficulties to segment access control for different teams.

• IT Operations don’t use APM, just receive alerts and call for Application Support.• Difficulties to integrate with another IT metrics

MOM

1Metrics

Collectors

IT Operations

FrontendMOM

2

GAP

Call Center

Risk

Internet

Insurance


Challengers

1. Pro active monitoring for ALL applications and consequently reduces number of incidents

2. Combine Business and Solution Strategy = APM Architecture

3. Update agents and environment for APM 10 features, maximize Power Packs and Smart Instrumentation utilization

4. Produban Open Bus Integration – APM and Big Data working together


The APM Journey

APM POC:Monitoring Call Center and Risk Systems

POC approved. Our first experience with APM!

Successful monitoring for Call Center and Risk applications.

Dynamic Thresholds and Dashboard Automation Tool Implementation

APM becomes a reference for monitoring. All new projects wants APM!

Support team Explore maximum of troubleshooting with APM.

Renew CA Contract. Now we will expand our experience!

Let’s starts our User Experience with

CEM!

01/12 8/12 12/12 8/13 12/13 6/14 12/14 04/14 1/1609/15

How to combine business needs and IT Challenges? We

draw!

Improve our solution, running for the top with

APM 10


1

ChallengerDecrease the number of incidents caused by applications.

GoalImprove our APM monitoring experience for all applications based on Java and .NET.

SolutionContact CA with our problems, then shown up solutions. Deploy APM 10 to our environment to cover gaps.

ResultsFirst of all we expand our experience with APM for the most critical systems based on Web - New Internet Banking, Public Web and Insurance System. After that, we contact CA for a new trade agreement. We prevent the number of incidents for these systems being proactive in resolution of issues with Differential Analysis, and for unexpectedly cases, we have a fastest solution with the Timeline View, impacting end user less then possible.


1

Partnership- Expand our contract for monitoring 100% Application Servers;- CA App Synthetic Monitor – Essential for Web Based Systems

- User Experience with CA CEM- Infrastructure Monitoring Tools (Mainframe, Storage, Hypervisor,

Database)


1


2

ChallengerUse our solution to combine IT Challenges and Business Challenges

GoalDraw an architecture using APM to combine both.

SolutionDifferent APM farms, to cover different IT environments with Business needs

Results: A resilient architecture for each business sector, contemplating different system

specificities, embracing and converging for an unique point – IT Operations Alerts Frontend.

Facilitate day-to-day work for Application Support Team.


2Internet Call Center Insurance

MOM

1

MOM

2

Metrics

Collectors

UEM Collectors

MOM

1

MOM

2

Metrics

Collectors

UEM Collectors

MOM

1

MOM

2

Metrics

Collectors

UEM Collectors

IT Operations Frontend

Dat

a Fl

ow

Cloud Monitor

Business Segment

Servers

APM Farm

Frontend

Architecture segmented by

Business


3

Challenger

Migrate already installed

agents for APM 10 version.

Manage agents that cover all

environment.

Solution

Training support teams to explore new features of APM 10. Install agents with Smart Instrumentation turned on. Install Command Center.

Expected Results: Increase efficiency and effectiveness to alerts, being proactive using

Differential Analysis and correlating metrics. Faster incident resolution and easiest root cause identification with Timeline View. 1st Level support gain power of analysis with a clean application perspective. Deploy agents quickly than before with the smart instrumentation on, than reduce the need of a better understand of application and write of PBDs. Get better control of our agents and changes with the command center.

GoalUpgrade agents to APM 10.

Get fast deploy to new applications.

Better management of a so huge environment.


3


4

Challenger

Correlate APM metrics with infrastructure metrics.

GoalTransform data silos on data lakes. Put intelligence on data.

SolutionDevelop a connector to integrate APM metrics with Openbus Produtan and generate alerts correlating infrastructure and application events.

Results: We change the way to work with data. Combining infrastructure with application

metrics, we develop algorithms to learn applications and servers behavior. Correlating these metrics we can prevent incidents more efficiently than before, and exactly to know which a bad behavior impacts. All the chain is drawn.


4

OS

DB

WEB

WAS

Robots

CMDB Data

Network Devices

PDU

Storage

Hyper

K

a

f

k

a

Camus Job

APM Metrics

Load Balancer

Statistics Data

Intelligence in Data!• Predictive Analysis

• Correlated Metrics

• Machine Learning Concepts

• Dynamic Thresholds

• Infrastructure + Application Algorithms

• Non Limit for data

• IT Management

• Unique Point of Information

• Business Information aggregated (CMDB Services)

Speed Layer

Batch Layer

Serving Layer

App MetricsEnrichment DataInfra Metrics


4

OS

DB

WEB

WAS

Network Devices

PDUStorageHyper

APM Metrics

Load Balancer

Statistics Data


Infrastructure Metrics

Application Metrics

CMDB Data

Enrichment Data

Robots


Intelligence in Data!• Predictive Analysis

• Correlated Metrics – Infrastructure and Application

• Machine Learning Concepts

• Dynamic Thresholds

• Infrastructure + Application Algorithms

• Non Limit for data

• IT Management

• Unique Point of Information

• Business Information aggregated (CMDB Services)

4

OS

DB

WEB

WAS

Network Devices

PDUStorageHyper

APM Metrics

Load Balancer

Statistics Data


Infrastructure Metrics

Application Metrics

CMDB Data

Enrichment Data

Robots


Recommended Sessions

SESSION # TITLE DATE/TIME

DO5X189SHow to Achieve a Customer-Centric View in an Omni-

Channel World11/18/2015 at 1:00 pm

DO5X194SMonitor Microservices, Containers, Cloud Foundry and

Node with CA Application Performance Management11/18/2015 at 4:30 pm

DO5X193S

Customize CA Application Performance Management

with Tips for Using the CA Application Performance

Management Open APIs

11/19/2015 at 4:30 pm


Must See Demos

Application Performance Management and DevOps, featuring APM use in preproduction scenarios

Application Performance Management

Theater 5

Application Performance Management, Modern Monitoring, featuring the new APM Team Center


Theater 5

Ensuring a “5 star” mobile app experience with CA Mobile App Analytics

Mobile App Analytics

Theater 5

Unified Monitoring: APM Integrations including UIM


Theater 5


Follow On Conversations At…

Smart Bar


Theater 5

Tech Talks


Theater 5


Q & A


For More Information

To learn more, please visit:

http://cainc.to/Nv2VOe

CA World ’15

http://cainc.to/Nv2VOe

http://bit.ly/1wbjjqX

case study: produban banks on ca application performance management 10

Technology