Digital transformation drives us at Zurich North America’s (ZNA) to provide a universal desktop for insurance underwriting. The system utilizes a common SalesForce front-end to access numerous legacy applications. With high demands on performance and usability, monitoring is key but not easy. In this session we will look into what ZNA’s monitoring strategy looks like. Why we picked a layered approach including in-depth legacy application monitoring, operational monitoring of the SalesForce Lightning front-end and end-to-end business process monitoring.

1. #Perform2018
Enterprise monitoring
Monitoring a SalesForce based Insurance Application
using Dynatrace and the DC RUM
Leonard Nielsen
Zurich North America
Kris Ziemianowicz
Dynatrace
#Perform2018®

2. Agenda
Zurich
The business
challenge
Technology
response:
cloud!
…done right =
hybrid
…which now
is a
management
challenge
Technology
response:
Dynatrace!
Problem
solved
#Perform2018®

3. Insuring 90 percent of the Fortune 500 companies,
Zurich North America is the leading
commercial property–casualty insurance provider
with more than 100 years of service to our customers.
#Perform2018
Zurich North America
#Perform2018®
(The Zurich Movie)

4. Insuring 90 percent of the Fortune 500 companies,
Zurich North America is the leading
commercial property–casualty insurance provider
with more than 100 years of service to our customers.
#Perform2018
Zurich North America
#Perform2018®

5. Zurich North America
#Perform2018®
▪ Dozens of unique insurance types (projects,
business, cyber threat, warranty extensions, …)
▪ Many have their own underwriting, risk
assessment, pricing, and claims systems
▪ Complex underwriting workflow (+20 people,
+10 systems)
▪ General move to Commercial Off-the-Shelf
Software (COTS) or 3rd party applications
▪ Need for common Underwriting front end to
lower training time and costs

6. Time ago… DC RUM was the only tool we had
#Perform2018®

7. Toolset
• Dynatrace
• DC-RUM
• UEM
• Synthetic
Strategy
• Comfort selection
• 2 Tier Application Monitoring
• COTS/3rd Party
• Security
Implementation
Plan
• Priority
• Exception
#Perform2018®
Change:
a strategic approach:

8. ZNA’s Evolution of End-to-End APM
#Perform2018®

9. APM End-to-End Multi-Tool View
A – JavaScript injection for true page load times
B – Scripted transactions for daily early validation
C – Scripted transactions for consistent baseline
D – WAN traffic analysis for packet loss and round trip time
E – Front-end monitoring for basic performance and availability
F – Web-tier for load balancing and server monitoring
G – Web agent for deep analysis
H – AD/Auth monitoring for Critical Service Monitoring
I – App-tier for load balancing and service monitoring
J – Java/.NET agent for deep analysis
(stack/process trace, garbage collection,…)
K – DB-tier for slow query monitoring
L – SOA-tier for Critical Service Monitoring
(SOA as an app has all of the above)
M– Cloud now possible with inline SSL (MitM)
Gold Apps
Dynatrace/AppMon
WAN
Real User
WAN
Opt
F5 Web App DB
AD /
Auth
SOA
Enterprise
DC-RUM
Gold Apps
DC-RUM
Gold Apps
UEM
Enterprise
Synthetic
Gold Apps
Synthetic
Synthetic
B
CA
D E
F
G
H
I
J
Cloud
K
L
M
#Perform2018®

10. confidential
Dynatrace Platform
Real user monitoring
Digital experience analytics Application performance Cloud, container, infrastructure
Automation Elastic hyper scale A.I. poweredFull stack
SaaS Managed
API driven
OneAgentSynthetic Agent
Deep agents WireSynthetics
All apps. All users. All transactions. Full stack. Automted.

11. Client Side – Digital Experience Data Center Side – App Performance
RUM (UEM) Synthetic DC-RUM Dynatrace
Focus User behavior and
performance
Multi-point repeatable
testing
Network interaction with
infrastructure
Infrastructure – App
Code interaction
Target Operations
Business
Operations
Performance Testing
Device testing
Operations
Network impact
Enterprise services impact
Operations
Developers
Performance Testing
License
& Costs
Visits Scripts/Steps
Node locations
Test frequency
Probe/Decode
Traffic Volume
Not application or server
JVM/Web/Server
Memory Footprint
Pros Accurate response time
Business metrics/SLAs
3rd Party visibility
7x24x365 transactions
Consistent baseline
Off-hour availability
End-device insight
Wide coverage
WAN Opt monitoring
Low risk (agentless)
Fast Implementation
Infrastructure insight
Deep app code insight
Transaction tracing
Cons Client side insight only
Needs back-end tool
Updating scripts
No “update” transactions
Adds overhead
Needs application map
Needs network visibility
Limited Web/Network
Server Agents
#Perform2018®
Using the Right Tool for the Job

12. Enterprise locations
Enterprise applications
Network services dynamics
Applications
affected
Clients
affected
1/7 45/765
Total New services Changes
Digital performance
synthetic tests
Digital performance
real user experience
Application infrastructure and
transactional dependencies
Web (RUM/UEM) and enterprise (DC RUM) applications
Where do those aps run (OneAgent investigations)
#Perform2018®

13. Universal Desktop Overview
▪ Core application is SalesForce
Service Cloud w/ Lightning
Framework
▪ Additional legacy applications are
ingested with each release
(iFrame, SoA calls, Workflow)
▪ Some new applications are native
SalesForce
#Perform2018®
Architecture Picture: I assume a technology
architecture not actual architecture?
NOTES SAY:
Waiting for more overview information
from the application team. This slide will
be updated early next week
Legacy Underwriting
Application & Services
SalesForce
Application
Document Management
System
SOA Layer
Workflow
Management
Policy
Administration Enterprise
Database
Master Data
Management
Legal Records
Financial System Dun & Bradstreet Common FunctionsRating Systems

14. Universal Desktop Monitoring Solution
▪ Dynatrace & DC-RUM monitors legacy
applications
▪ Blind to end user performance
▪ UEM stopped working when SalesForce
implemented LockerService
▪ Dynatrace is working on a partnership with
SalesForce to re-enable UEM/RUM
▪ DC-RUM decode of SalesForce is not
possible without control of cypher and keys
▪ Gigamon Inline SSL now enables DC-RUM
analysis
#Perform2018®
DCRUM Today
Legacy ApplicationsLegacy Applications
SoA Layer
MPLS
WAN
Legacy Applications
DCRUM
WAN Opt
LAN/TCP
Decrypted
Dynatrace
(AppMon)
UEM
TCP

15. ZNA Network Visibility
Packet Feeds
▪ Select Inter-VLAN traffic via 7K SPAN ports
▪ WAN pre/post WAN Opt via TAPs
▪ 3rd Party/Internet (future)
Tools
▪ DC-RUM (ZNA/Farmers)
▪ DC-RUM is analyzing WAN Opt traffic
▪ Security Analysis
▪ NetScout/WireNet (Network)
#Perform2018®

16. #Perform2018®
P o w e r M o d u l e

17. ▪ Click icon to add picture
Next Steps (Where are we going)
ZNA APM Queue
▪ SSL Intercept
• SAP/HANA
• O365/PowerBI
• 3rd Party Applications
Dynatrace Partnerships
▪ Who wants/needs what?
▪ How are priorities set?
Dynatrace Development
▪ Tighter Tool Integration
• WAN/App Delivery
• Network Services
#Perform2018®

18. Enterprise locations
Enterprise applications
Network services dynamics
Applications
affected
Clients
affected
1/7 45/765
Total New services Changes
Network services
Wide Area Network,
app delivery
End user experience
Non-web - HTTP family -
Universal - SSL overhead
Network services discovery
and lightweight monitoring
Network service technologies
Data center infrastructure
and app dependencies

19. Data center infrastructure
and app dependencies
Wide Area Network,
app delivery
End user experience
Non-web - HTTP family -
Universal - SSL overhead
Network services discovery
and lightweight monitoring
Network service technologies
Users
SalesforceMPLS WAN Application fabric
WAN performance and usage,
WOC efficiency
User experience
Application performance,
Infrastructure dynamics
Cloud platform response,
SSL overhead
OneAgent
SSL
Visibility
Appliance
WAN
Optimization
Controller
DC RUM
Probe
Real users LAN, WAN Optimization, Load balancer, SSL , … App & infrastructure
Dynatrace
Managed
RUM and
synthetic testing

20. Thank you

21. #Perform2018
#Perform2018®
Questions and Answers

22. #Perform2018
How do you select
the right APM tools ?
#Perform2018®

23. Application Specific Monitoring Strategy
#Perform2018®

24. #Perform2018
I know AppMon,
but what is the DC RUM anyway?
#Perform2018®

25. Users
Application servers
Real users Application
The
network

26. Users
Application servers
User experience Application performance
Real users Application
Dynatrace
AppMon
UEM
The
network

27. User experience Application performance
Data center infrastructure
and app dependencies
End Users App deliveryNetwork Application servers
Dynatrace
Network Probe
Wide Area Network,
app delivery
End user experience
Non-web - HTTP family -
Universal - SSL overhead
Network services discovery
and lightweight monitoring
Real users LAN, WAN Optimization, LB, Citrix, SSL , … App decodes
RUM and
synthetic testing
Application

28. confidential
Wire
Enterprise scale,
network services discovery
and lightweight monitoring
Wide Area Network,
app delivery
fault domain isolation
End user experience
Non-web (e.g. SAP) - HTTP family
- Universal - SSL overhead

29. #Perform2018
How DCRUM works
with Dynatrace?
#Perform2018®

30. confidential
P o w e r M o d u l e
#Perform2018®

31. confidential
If you have DC RUM already…
#Perform2018®

32. confidential
P o w e r M o d u l e
If you have DC RUM already… add visibility into the app infrastructure
#Perform2018®

33. confidential
If you have Dynatrace already…
#Perform2018®

34. confidential
P o w e r M o d u l e
If you have Dynatrace already… add visibility into the enterprise apps

35. If you have Dynatrace already…
add visibility into the enterprise
apps

36. Data center infrastructure
and app dependencies
If you have DC RUM already…
… add visibility into the app
infrastructure

37. Thank you