Software EMEA Performance Tour London, UK 2 July

Transcription

1 Software EMEA Performance Tour 2013 London, UK 2 July

2 Maximise your customer satisfaction with APM Jon Tyson, Technical Team Leader Unix and Monitoring, Allianz Tom Harvey, Pre-sales Consultant, HP

3 Agenda Introduction to Allianz Business problem History of application monitoring at Allianz The Allianz approach to Application Performance Management (APM) Lessons learnt Benefits of APM Future plans & potential next steps 3

4 Introduction to Allianz Multi-national financial services company headquartered in Munich 12 th largest financial services group, operations in over 70 countries, 180,000 employees 76 million customers, 1,443 billion of assets under management, revenue 106 billion Core business is insurance Jon Tyson: Technical Team Leader Unix and Monitoring, Allianz 4

5 Business problem Quality of service is critical!!! Cross-selling and up-selling was difficult Legacy, disparate platforms, no data integration Project Fusion integrated 3 systems into one to allow the 3 channels full access Must work!! High profile, lots of investment -> QoS even more critical 5

6 History of application monitoring at Allianz History Allianz have been an HP customer since Cornhill Insurance Used previous versions of HP APM initially Topaz then OVIS then back to BAC Current deployment BSM used to monitor both internal and external facing applications Use internal points of presence 2,000 transactions monitoring key business applications to provide end to end view Supported by Jon Tyson in the UK, plus offshore resources Current used by: Incident and event processes Continual service improvement 6

7 Approach How Allianz uses APM to monitor Fusion Monitor from 3 key channels Aggregator Internal Web Test integrations e.g. DVLA look up Oracle forms-based broker application Looking for performance & availability issues Every couple of minutes look for missing key text, timeouts, major and critical response time thresholds being missed 3 times Maximum quality assurance so customers place their business with Allianz 7

8 Approach How Allianz uses the data from APM to drive value Early warning sign of IT outages HP APM the first to know of an incident Sends SMS and to relevant technical support Key tool for application performance diagnostics Identifies where the application Visibility into performance Weekly management report provides visibility into IT success Provided the assurance required for Project Fusion to be successful 8

9 Lessons learnt What would Allianz do differently? Leverage full capabilities of the tool Initially a limited use of BAC limited buy in from management Scripting engine is very flexible use of parameters Utilise HP or partner to assist with initial deployment Budgetary restraints meant initial deployment of 2,000 transactions done internally Learning curve takes time, services would have sped up time to value significantly 9

10 Benefits of HP APM What does HP APM offer to Allianz Reduce mean time to resolution APM acts as an early warning sign Isolates locations and use snapshot capabilities Understand environment and validate changes Performance validation before and after data centre consolidation Quantify locational performance variants Provides governance and reporting on IT s performance Daily and weekly reports generated for IT management SLA s automatically tracked Helped to ensure Project Fusion was successfully deployed and minimised risk 10

11 Future plans How do Allianz plan to use APM in the future? Near future Introduce external point of presences Increase utilisation of data by incorporating dashboards onto company intranet Mobility is coming to the Insurance market and APM is being explored to insure mobile performance Potential next steps Exploring other possibilities Real User Monitor to provide full visibility Create a consolidated operations OMi? 11

12 Next steps - monitoring mobile applications Customers Allianz will be able to: Baseline mobile app performance Work with dev to improve app performance Continuously improve mobile app performance Business benefits 1. Acquire new clients 2. Retain existing clients 3. Increase revenues 12

13 Future plans How do Allianz plan to use APM in the future? Near future Introduce external point of presences Increase utilisation of data by incorporating dashboards onto company intranet Mobility is coming to the insurance market and APM is being explored to insure mobile performance Potential next steps Exploring other possibilities Real User Monitor (RUM) to provide full visibility Create a consolidated operations OMi? 13

14 The universal event correlation engine OMi obtains data from various event/data collectors Automatically related to a complete dynamically updated model of the IT infrastructure HP Service Manager BMC Remedy OMi BSM platform Run-time service model Visibility into security events ArcSight Logger & ESM BSM connectors for SCOM, IBM, Nagios Open BSM connector interfaces HP connectors NNMi IBM Tivoli Microsoft SCOM NAGIOS 3 rd party doman mgrs APM SiteScope OM/PM Agents and SPIs Complete cross-domain visibility of IT infrastructure issues 14

15 Reactive Monitoring Proactive Monitoring Only HP provides end-to-end operational analytics OMi + TBEC Advanced Correlation SHA Advanced Analytics Event Triage Adv. Correlation HP BMC CA IBM SPLUNK Operations Analytics Log Management Event Triage OM Log Management Logger Advanced Analytics RTSM Known Problems Unknown Problems Performance Metrics Operational Events Topology Logs 15

16 Analysts recognise HP s thought leadership Logger is the leader in Gartner Magic Quadrant - Gartner Magic Quadrant for SIEM By 2016, 20% of Global 2000 enterprises will have an IT operations analytics architecture in place, up from less than 1% today - Gartner HP Ops Analytics voted Strong Value! - Enterprise Management Associates (EMA) Predictive analytics is emerging as a gamechanger. It helps answer What's next? and What should we do about it? - Forbes.com 16

17 Operational analytics: predictive analytics SHA Service Health Analyzer Based on multiple HP patents Automatically calculates baselines Anticipate problems before business is impacted and prevent downtime Automatically correlate information from multiple domains Self learning system zero configuration/maintenance Reduce cost of handling events by proactively investigating anomalies 350% YoY zero configuration! 1hour earlier! Predictive analytics is emerging as a game-changer. It helps answer What's next? and What should we do about it? Forbes.com 17

18 Reactive Monitoring Proactive Monitoring Only HP provides end-to-end operational analytics OMi + TBEC Advanced Correlation SHA Advanced Analytics Event Triage Adv. Correlation HP BMC CA IBM SPLUNK Operations Analytics Log Management Event Triage OM Log Management Logger Advanced Analytics RTSM Known Problems Unknown Problems Performance Metrics Operational Events Topology Logs 18

19 Vodafone KPI improvements 1.2M pa savings 1 st year ROI 300% self-funding (Shane Gaffney) 78% reduction 74% reduction 19 % reduction 40% to > 90% Improvement 19

20 Thank you