CA Opscenter: Delivering Exceptional Customer Experience in the Application Economy

Transcription

1 CA Opscenter: Delivering Exceptional Customer Experience in the Application Economy Carl Lloyd, Business Lead, Service Assurance 17th June 2014

2 THIS IS THE AGE OF THE APPLICATION ECONOMY AND IT S ALL ABOUT THE USERS

3 Application Market Landscape $151 Billion 268 Billion App Economy by 2018 (Ads, DLs, & Purchases) 1 Mobile apps download by % OF DEVELOPERS $77 Billion Plan to publish 5 or more apps in 2014 (up 36% from 2013) 3 1 AppNation, tate of the App E o o y Report, 7/ Digital trategy Co sulti g, Glo al App Tre ds, / 3 Mobile app stores revenue in ; Gart er, Predi ts : Apps a d Perso al Cloud, / ;

4 And Users Are And Users Are Happy to Expose Happy to Expose Those Flaws Any Flaws to the To The World! 4

5 Business, rewritten by software An example of the application economy 5

6 What Does the Application Economy Mean for IT Operations & Application Support Teams? Proactively Manage the Applications That Drive Your Business and Reputation The Need DEEP VISIBILITY 6 ENTERPRISE SCALE INTELLIGENT ANALYTICS

7 Understand Your User Experience Mobile-to-Mainframe View of Customer Interaction with CEM Real user transactions across physical, virtual, cloud and mainframe Customer-centric visibility into application, network and infrastructure to ensure SLAs Actionable Insights into how customers are failing or succeeding with web applications Proactive Problem Resolution before users of business services are impacted For Enterprise customers running business-critical applications, CEM offers end-to-end view of business transaction and actionable insights in real-time to ensure optimal end-user experience. 7

8 Preemptively Manage Transaction Performance Mobile-to-Mainframe View of Synthetic Transactions With Cloud Monitor Know the performance of customer-facing mobile, web, and cloud applications Early detection to find problems BEFORE they impact users Simple easy-to-use SaaS - no software to deploy or maintain; configure and start monitoring in less than 5minutes On-premise Monitoring Stations 48 countries / 94 locations / 15 time zones Outside in view - same capability when set behind the firewall Rapid time-to-value - Proactive - running tests and monitoring even with no real users on the system Unmatched browser monitoring ability 8

9 Rapidly Identify Issues Before They ARE Issues Diagnostics/Root-Cause Analysis/Transaction Tracing/Triage With Introscope Comprehensive Root-cause Analysis Deep-dive inspection; See inside the application Complete APM coverage from BROWSER through MAINFRAME Scalable across the largest enterprises for effortless expansion Inform business execs FAST with custom dashboards & reports Mobile to Mainframe For Enterprises with critical applications, Introscope is the ONLY APM solution with proven depth & unlimited scaling 9 Early detection to find problems BEFORE they impact users

10 Redefine Triage With Operational Intelligence Multi-Metric Behavior Correlation Turns Knowledge Into Action With ABA Application Behavior Analytics Automatically configures to easily install and eliminate chance of errors Instantly starts learning what s or al i your app environment and alerts on abnormal behavior ABA: A Different Type of Analysis Takes multiple data sources Analyzes in aggregate Fully integrated into APM user experience 10 Anomaly Detection process 100,000 multivariant metrics per 15-second interval in realtime

11 Infrastructure Aware APM Infrastructure and Application Performance are Tightly Coupled WAN Opt. QoS MPLS Application Response Times Load Balancer VoIP Quality of Experience Device Performance Management Firewall Long-Term Packet Capture and Analysis Network Traffic Analysis Understand the impact of infrastructure performance on application experience and the impact of application load on infrastructure performance & capacity 11 Performance baseline & threshold understands, adjust, and automatically alerts to a ythi g outside of or al. Agentless Measures end-to-end application response time without impacting the network. Network flow understand bandwidth consumption by application and user

12 Inspire Users With Every App Interaction Business Viewpoint DevOps Predictive Reliability Mainframe Aware APM Infrastructure Aware APM 3rd Party and Extensions Partners CA APM App Performance Over the Network and Servers APPLICATION ROOT CAUSE ANALYSIS Diagnostics/Root-Cause Analysis/Transaction Tracing/Triage SaaS On-Premise END-USER EXPERIENCE APPLICATION BEHAVIOR ANALYTICS IT Operation Analytics Multi-Metric Correlation 12 CLOUD MONITOR Synthetic Transactions

13 The Application Economy Runs On CA APM CA DEFINED THE APM MARKET ACTUAL CUSTOMER USE CASES Enterprise Customers A Telco captures 1, Billion Across the World Metrics a Day APM Market 13 Online Tax Company 14 years 2.5 Million Dominance Concurrent Customer Sessions Patents Leading Technology Vendor ,000 Focused on APM Innovation Agents/JVM Deployed

14 Why They Trust Their Critical Apps to CA APM 14 Uses CA APM to Safeguard Solution for Effectively Manage $14 Million Cloud and DevOps Their Custo er s transactions each day Initiatives Applications CA APM helps us to ensure the availa ility of Ca ada Post s eshipping services, which is vital for its reputation and revenue ge eratio. We use CA APM Cloud Monitor to manage and improve the performance of the cloud applications that we provide to usto ers. Graeme Gordon SVP Business Relationship Management Lance Neal IT Ops Excellence Program Manager CA tools give us unprecedented visibility into our usto ers apps to capture issues before they become public facing. Odus Wittenburg SVP and GM Americas

15 CA APM has e o e a expected part of how we do business we would t expect to succeed without it." 15 Luke Lofgren Expert Infrastructure Architect

16 CA APM Summary End Users Manage the User Experience in the Application Economy 1 20/20 Insight Synthetic Private & Middleware Front-end Server public cloud Mobile/Desktop 2 Enterprise Scale 15 3 Intelligent Analytics Actionable insight from the big data of APM Second Metric Collection Metrics/day Correlate Application, Infrastructure, and 3rd party data Scale to Analyze up to 100,000 metrics simultaneously Collect millions 16 Industry s ONLY Built-In Multi-Metric Analytics billions Middleware 4 Back-end / Database / Mainframe Diverse Customization Out-of-the-box & Customizable Dashboards

17 Questions? Carl slideshare.net/cainc linkedin.com/company/ca-technologies