software emea performance tour 2013 - hewlett packard · –2,000 transactions monitoring key...

Software EMEA Performance Tour 2013 London, UK 2 July

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Maximise your customer satisfaction with APM Jon Tyson, Technical Team Leader – Unix and Monitoring, Allianz

Tom Harvey, Pre-sales Consultant, HP

http://www.allianz.co.uk/

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 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


Introduction to Allianz

• Multi-national financial services company headquartered in Munich

• 12th 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

http://www.allianz.co.uk/


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


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


How Allianz uses APM to monitor Fusion

Approach

• 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


How Allianz uses the data from APM to drive value

Approach

• Early warning sign of IT outages

– HP APM the first to know of an incident

– Sends SMS and email 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


What would Allianz do differently?

Lessons learnt

• 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


What does HP APM offer to Allianz

Benefits of HP APM

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


How do Allianz plan to use APM in the future?

Future plans

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?


Next steps - monitoring mobile applications

Customers

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

Allianz will be able to:


How do Allianz plan to use APM in the future?

Future plans

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?


Microsoft SCOM

3rd party doman mgrs NAGIOS

BSM connectors for SCOM, IBM, Nagios

Open BSM connector interfaces

OM/PM

NNMi

Run-time service model

BSM platform

OMi

Automatically related to a complete dynamically updated model of the IT infrastructure

Complete cross-domain visibility of IT infrastructure issues

Visibility into security events

HP connectors

APM SiteScope IBM Tivoli

OMi obtains data from various event/data collectors

The universal event correlation engine

ArcSight Logger & ESM

HP Service Manager

BMC Remedy

Agents and SPIs

OM/PM SiteScope Agents and SPIs


HP

BMC

CA

IBM

SPLUNK

Only HP provides end-to-end operational analytics

Event Triage Log Management

Advanced Analytics Advanced Correlation

Unknown Problems Known Problems

Rea

ctiv

e M

on

ito

rin

g

Pro

acti

ve

Mo

nit

ori

ng

Operations Analytics

OM Logger

SHA OMi + TBEC

Event Triage

Adv. Correlation

Log Management

Advanced Analytics

RTSM

Topology

Operational Events

Performance Metrics Logs


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 game-changer. It helps answer ‘What's next?’ and ‘What should we do about it?’“ - Forbes.com


• 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

Operational analytics: predictive analytics Service Health Analyzer Based on multiple HP patents

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

350% YoY

SHA


HP

BMC

CA

IBM

SPLUNK

Only HP provides end-to-end operational analytics

Event Triage Log Management

Advanced Analytics Advanced Correlation

Unknown Problems Known Problems

Rea

ctiv

e M

on

ito

rin

g

Pro

acti

ve

Mo

nit

ori

ng

Operations Analytics

OM Logger

SHA OMi + TBEC

Event Triage

Adv. Correlation

Log Management

Advanced Analytics

RTSM

Topology

Operational Events

Performance Metrics Logs


€1.2M pa savings 1st year ROI 300% “self-funding” (Shane Gaffney)

Vodafone KPI improvements

74% reduction 78% reduction

40% to > 90% Improvement

19 % reduction

software emea performance tour 2013 - hewlett packard · –2,000 transactions monitoring key...

Documents