Driving Superior Outcomes: Making Performance Engineering an Integral Part of Business Operations

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1 A Poit of View Drivig Superior Outcomes: Makig Performace Egieerig a Itegral Part of Busiess Operatios Abstract The core of performace egieerig is geared towards a meticulous desig of techology solutios that eables cosistet performace ad proactive discovery of problems. However, this is ofte a difficult goal as service providers of busiess operatios ted to use techology solutios i a 'as-is' maer, rather tha focusig o developmet ad ehacemets. This paper highlights a robust approach through which busiess operatios service providers ca help their customers by providig ot oly services, but also performace egieerig solutios. Several beefits accrue from followig a structured approach ad icorporatig performace assessmets upfrot. They iclude busiess cotiuity, ehaced reveue, scalability, ad reduced costs. The busiess operatios ladscape: A aalysis of curret approach, treds, ad challeges Busiess operatios across idustries are turig icreasigly complex i a highly-coected ad techology-drive word. The ability to respod to chagig busiess requiremets ad market treds ca be a importat differetiator i this eviromet. Oe of the key challeges for busiesses is to establish a high level of techological performace that ehaces the efficiecy ad effectiveess of operatios. Curretly, the primary focus of busiess operatios service providers is process adherece ad compliace. A lot of emphasis is placed o avoidig processig errors ad followig rules ad regulatios. Eve risk maagemet processes are tailored to miimize exposure to violatios, istead of eablig proactive idetificatio. This epitomizes a arrow focus of 'keepig the lights o', with o comprehesive visio to address system performace, a importat busiess idicator, especially if techology solutios are beig maaged by a busiess operatios service provider. However, performace becomes crucial whe volumes icrease ad systems are required to support scalability, higher throughput, ad efficiecy. A iability to support high volumes ca lead to missed deadlies, lost reveues, ad more importatly, loss of reputatio. Customer experiece ad loyalty ca also be egatively impacted due to missed SLAs. Let us examie some factors that impact overall techology solutio performace: Data packet size: Data packet size directly impacts system latecy as larger data packets take more time to trasmit Number of cocurret users: A high umber of cocurret users ca adversely impact system performace, sice resources such as applicatio server memory, database coectio, etwork ad CPU usage eed to be shared across all user requests Geographical distace: Distace directly impacts latecy, as it affects time required to sed a packet of data from oe device to aother. For example, trasmittig data betwee the east ad west coasts of the Uited States might have a latecy of aroud 50 millisecods, while sedig data across the Pacific Ocea could take twice as log A combiatio of these factors ca sigificatly affect busiess operatios. It is essetial for busiesses to proactively moitor such factors ad build high-performace systems. Top-four recommedatios for ehacig system performace A key step towards buildig high-performace systems is idetifyig systems that are vulerable to breakdow while processig large volumes of tasks. However, eve before coductig applicatio performace aalysis, it is imperative to evaluate etwork ifrastructure performace. The uderlyig assumptio to this approach is that a techology applicatio would have udergoe performace testig, ad baselie performace data is available for compariso. If it appears that the applicatio cotiues to meet baselie performace figures, it meas the

2 performace bottleeck lies elsewhere ot i the applicatio. I that case, the poor performace may be attributed to a chage i the ecosystem i which the applicatio is deployed ad is beig used. A primary compoet of the ecosystem is the etwork ifrastructure, ad therefore, etwork ifrastructure performace eeds to be examied first - before applicatio performace. System performace ca be proactively ehaced i four steps: 1. Adopt a o-itrusive approach to determie areas of performace bottleecks ad drill dow ito each area sequetially Networks The ability to idetify etwork issues by moitorig etwork ifrastructure is the startig poit for coductig performace aalysis. A orgaizatio's etwork moitorig tools ad strategy should support both horizotal ad vertical aalysis of etwork, alog with exteded research capabilities. Horizotal aalysis esures that the tool is capable of viewig ed-to-ed etwork traffic ad performig i-depth path aalysis all the way to a ed user's device. Vertical aalysis traverses at least three to four layers of the etwork ad exteds the aalysis beyod its ow maaged etwork. I essece, it should be able to track to ad fro traffic from ay shared resources ad servers, with the ability to model ad simulate etwork layout for aalysis. Applicatio - Servers Applicatio trasactio profilig ca be used to profile code ad aalyze method respose time, object cout, ad heap utilizatio. This eables visibility ito the flow of trasactios across the applicatio tier level web, busiess, or database layer. Applicatio - Databases Resolvig database-related bottleecks ivolves solutios that optimize query plas ad cost, itroductio ad usage of table idexes, ad partitioig of tables ad data archival strategies. Browsers The last leg i idetifyig performace bottleecks is the browser where applicatio screes are redered. If the etwork performace issues i applicatio ad database server have already bee addressed, the browser rederig time could be the potetial root cause. Hece, aalysis of parameters such as first impressio, o-load ad total load time, page weight, cache request, respose headers, ad HTTP compressio is essetial. Applicatio performace maagemet tools must be leveraged to aalyze frequetly-used screes to optimize page load time ad improve user experiece. 2. Assess busiess processes itelligetly ad egieer a process overhaul to icrease efficiecy This ivolves: Co-locatig related processes to icrease efficiecy Coductig BPM-based process modelig ad simulatios to idetify probable bottleeck areas ad the weakest lik i system performace Assessig the user iterface (UI) ad itroducig ehacemets based o user feedback 3. Optimize Virtual Desktop Ifrastructure (VDI) techologies to reduce latecy Virtual Desktop Ifrastructure (VDI) architecture is desiged to eable the deploymet of hudreds of desktops withi a secure eviromet. Through VDI, the core compoets of the persoal computer computatio ad storage are set up as separate servers but are etworked together. High depedecy o etworks i VDI models results i latecy ad slow respose times uder certai coditios. This icludes a high umber of users accessig the system at the same time or other uique elemets i the busiess operatio ecosystem such as geographical distace. It is therefore essetial to optimize VDI techologies to reduce latecy. This ca be doe by improvig the architecture of virtualized desktops ad their shared storage. 4. Extrapolate performace to eable proactive provisioig Techology solutios eed to scale up proportioately durig periods of high workloads such as the ed of the moth, quarter, or year. This caot be addressed merely through additioal staffig. Performace extrapolatio tools ca be used effectively to project the performace of techology applicatios uder such scearios ad pre-empt adverse impact o system throughput. Based o projectios, performace desig ca be tweaked to proactively provisio additioal ifrastructure. 2

3 The beefits of methodical performace assessmet: Several beefits accrue from followig a structured approach ad icorporatig performace assessmets upfrot: Busiess cotiuity: Idetifyig potetial performace issues durig the kowledge trasfer ad trasitio phase, ad deployig a roadmap for remediatio, eables operatios delivery to esure a seamless flow of processes Ehaced reveue: By coductig techology solutios performace assessmets ad addressig bottleecks, the system ca be geared to process a higher umber of trasactios or service requests withi the same amout of time. This eables higher reveue realizatio without the icremetal cost of additioal resources Ability to scale: Busiess expasio programs are costraied by limitatios ad legthy implemetatio timelies required for techology solutio readiess. Coductig performace assessmet upfrot esures that a baselie is readily available to get the requiremets i place quickly, which ca the be scaled as eeded Reduced costs: Proactive performace assessmets miimize bottleecks ad hece reduce the cost of pealties liked to breach of regulatory SLAs. They also provide isights ito optimal utilizatio of time ad resources, facilitatig cost savigs o additioal clustered servers for peak-time traffic Performace egieerig: Redefiig busiess as usual There is little doubt that fie-tuig the performace of techology solutios is imperative i today's competitive busiess eviromet that is characterized by evolvig customer demads. Busiess operatios service providers that idetify bottleecks ad proactively pla for higher volumes are likely to experiece sigificat beefits, resultig i competitive advatage. The approach outlied i the paper helps them better prepare for spikes i volume ad adhere to the pre-defied turaroud time (TAT). It also results i icreased productivity ad faster process completio. This eables higher reveue realizatio ad improved customer experiece the key idicators of success for ay busiess operatios team. 3

4 About the Author Vipul Kamat Vipul Kamat is a Trasformatio Cosultat with the Trasformatio team i the Busiess Process Services (BPS) uit at Tata Cosultacy Services (TCS). He has over 16 years of IT experiece i desigig ad implemetig software products ad solutios i the Bakig ad Isurace domais. Vipul has led multiple trasformatio projects ad was ivolved i a key program for oe of the largest isurace players i the APAC regio. Curretly, he focuses o idetifyig opportuities for addig value to BPS operatios by coceptualizig cotextual IT solutios. 4

5 About TCS' Busiess Process Services Uit Eterprises seek to drive busiess growth ad agility through iovatio i a icreasigly regulated, competitive, ad global market. TCS helps cliets achieve these goals by maagig ad executig their busiess operatios effectively ad efficietly. TCS' Busiess Process Services (BPS) iclude core idustry-specific processes, aalytics ad isights, ad eterprise services such as fiace ad accoutig, HR, ad supply chai maagemet. TCS creates value TM through its FORE simplificatio ad trasformatio methodology, backed by its deep domai expertise, TM extesive techology experiece, ad TRAPEZE suite of solutio accelerators ad goverace eablers. TCS complemets its experiece ad expertise with iovative delivery models such as usig robotic automatio ad providig Busiess Processes as a Service (BPaaS). TCS' BPS uit has bee positioed i the leaders' quadrat for various service lies by may leadig aalyst firms. With over four decades of global experiece ad a delivery footprit spaig six cotiets, TCS is oe of the largest BPS providers today. Cotact For more iformatio about TCS' Busiess Process Services Uit, visit: bps.coect@tcs.com About Tata Cosultacy Services Ltd (TCS) Tata Cosultacy Services is a IT services, cosultig ad busiess solutios orgaizatio that delivers real results to global busiess, esurig a level of certaity o other firm ca match. TCS offers a cosultig-led, itegrated portfolio of IT ad IT-eabled ifrastructure, egieerig TM ad assurace services. This is delivered through its uique Global Network Delivery Model, recogized as the bechmark of excellece i software developmet. A part of the Tata Group, Idia s largest idustrial coglomerate, TCS has a global footprit ad is listed o the Natioal Stock Exchage ad Bombay Stock Exchage i Idia. For more iformatio, visit us at IT Services Busiess Solutios Cosultig All cotet / iformatio preset here is the exclusive property of Tata Cosultacy Services Limited (TCS). The cotet / iformatio cotaied here is correct at the time of publishig. No material from here may be copied, modified, reproduced, republished, uploaded, trasmitted, posted or distributed i ay form without prior writte permissio from TCS. Uauthorized use of the cotet / iformatio appearig here may violate copyright, trademark ad other applicable laws, ad could result i crimial or civil pealties. Copyright 2015 Tata Cosultacy Services Limited TCS Desig Services I M I 11 I 15

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