Application Support Costs

Transcription

1 Reining in the 4 D s Ds of Spiraling Application Support Costs Marie Hoch, Director of APM Solutions, SL Corporation 1

2 The 4 D s of Spiraling App Support Costs Disparate data Dysfunctional systems Demanding processes Divined planning 2

3 Disparate Data Financial services organizations have multiple layers of information Infrastructure Middleware Application performance Various application support teams are creating their own monitoring solutions or using their own tools 3

4 Disparate Data Case Study: Large U.S. Investment Bank 4

5 Disparate Data Case Study: Large U.S. Investment Bank 5

6 Disparate Data Case Study: Large U.S. Investment Bank Eliminated Sev 1 application performance outages, quickly detecting root cause of the application problem to meet 15 minute SLAs Implemented summary and in-depth dashboard views to monitor: Cuts across monitoring silos for more than 100 apps across different business units every layer in their IT landscape proactively detect problems Business metrics Business & technical users: App Performance Infrastructure Performance 6

7 Dysfunctional Systems Increasing reliance on experts Junior support engineers need greater visibility in order to be effective Systems are not able to provide the necessary information for early notification, analysis and resolution of issues Inability to reduce the noise and focus on issues that impact the business 7

8 Dysfunctional Systems Case Study: Another Large U.S. Investment Bank 8

9 Demanding (and Repetitive) Processes Takes an inordinate amount of time for app support team members to go out of the monitoring environment to do the manual checks or reparative actions when errors are discovered. There are costs associated with initial and ongoing training to understand how these checks and fixes should be performed. 9

10 How to Rein in Cost of Demanding Processes Automate manual processes such as: Health checks Digging through log files Implement command & control functions such as: starting and stopping processes system or UNIX shell commands 10

11 How to Rein in Cost of Demanding Processes 11

12 Divined Planning Inability to understand state of transactions and utilization off of command line administrative utility Too many data points to extrapolate meaningful information and make good decisions Crystal Ball Lack of historical trends 12

13 Divined Planning 31,500 Data points for 1 hour Too much! 13

14 How to Rein in Cost of Divined Planning Get historical metrics over a period of time to understand usage Gain meaningful, correlated views without having to go to the operations teams Leverage trend graphs 14

15 How to Rein in Cost of Divined Planning How many orders are in the queue? How many exceptions are in the queue? How many orders are in the retry queue? How fast are orders flowing out of the queue? How fast are orders coming into the queue? 15

16 How to Rein in Cost of Divined Planning Are we there yet? 16

17 Thank you for your time! For more information or to set up a demo, please visit SL in booth #1513, or contact me at mhoch@sl.com or at