Oscar Garcia, COO at NTT Europe, discusses the rapid transformation of APMaaS, the market adoption within some of the largest global companies, and the ability to deploy at speed as today's enterprises migrate from on-premises to SaaS environments at AppSphere 2015.

1. Achieving Enterprise Agility, Superior Scalability
and Deployment at Speed with APMaaS
Oscar García – NTT Europe COO / Cloud & Managed Services Business Unit

2. Agenda
The Presenter
Pain Points – Customer Needs
Our Approach
– Deployment at Speed
– Smart Autonomics
– Deep APMaaS
Putting it all together
– Some real-world examples
A glimpse of what I will be covering

3. The Presenter
Oscar García
• I run operations for Cloud & Managed Services, part of
NTT Communications
• Largest Telco globally = big customers = slow???
• I sold them my company (second!)
• I am all for agility, speed and operational excellence on a budget
• I love AppDynamics. Since day 1.

4. PAIN POINTS – CUSTOMER NEEDS
What we are trying to fix

5. Pain Points
• Lack visibility of the
application state
• Complex, slow and
inconsistent deployment of
tooling
• 24x7 NOC availability
• Use of internal ops teams
• RCA analysis and expertise
Visibilty
Deployment
at scale
24x7 Alert
management
(with Context)
Operations
agility
Access to
SME's

6. DEPLOYMENT AT SPEED
Agile and consistent delivery

7. Classic Monitoring challenges
• Nodes need to be registered at the poller
• Packaging is complex with dependencies
• Inconsistent and partial coverage risk
• Inbound network connectivity needs
• Not designed with the cloud in mind

8. Our Deployment approach
• Let’s leverage AppDynamics features fully
• Engage with our Professional Services to:
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Consult and discover
• Workshop with the
customer on the
solution
• Understand needs
and constraints
• Capture
requirements
Design the
architecture
• Controller
connectivity
• Network
architecture
• Application and
layer grouping
• Potential
operations
automations
• Optimisations
Build the solution
• Build the central
repository
• Prepare network
connectivity
• Prepare packages
Deploy the solution
• Push the packages
• See how the
agents begin to
automagically
appear...
Continuously support
the solution
• Develop and
implement
consistency
checks
• Audit for full
coverage
• Refine the
process / optimise

9. Benefits
• Our deployments are:
– Scalable and Secure
– Ensure 100% coverage
– As we are Application savvy, we know how to integrate
– No relevant part of the solution is left un-monitored… ever
– Our operations teams are fully up to speed with the solution
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10. SMART OPERATIONS AUTONOMICS
Key to a sustainable operation

11. Automation in Operations (classic!)
Focus on incident resolution…
Something
fails
Automation
Engine
captures
the event
Automation
Engine
fixes (99%
= restart)
Service is
recovered
Creates more problems than it solves
– No Root Cause Analysis so it will repeat, again and again, again…
– The platform becomes dependent on the automation engine

12. Operations (thoughtful!)
Focus on RCA, and analysis
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Something
fails
Monitoring
Engine
captures the
event
Automation
Engine
escalates to
the on-call
team
Team
investigates/
escalates
further
Somebody
fixes (99% =
restart)
Issue is
fixed
Creates more problems than it solves
– Affects service as it does not provide a quick fix
– It is expensive, as SME’s need to be on-call

13. Smart Operations Autonomics (Our way)
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Something fails
Automation Engine
captures the event
Automation Engine
fixes (99% = restart)
Service is restored
AE triggers a
Snapshot in AppD
Information is sent to
SME's in BH
Network SME
analyses
Cloud SME Analyses
DB SME analyses
App SME analyses

14. Benefits
• Remediate quickly
– Service is not affected
– Business is happy
• Provide context
– Capture all background info
• Look for RCA
– In BH = with all the bright minds
• Fix permanently
– Avoid restarts and dependency on automated remediation
– Sustainable and healthy application
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15. DEEP APPAAS
Taking advantage of SME’s as a Service

16. Deep APMaaS – where are we
APM is disruptive
• Full end-to-end visibility
• Deep visibility
• Quick Root Cause Analysis
and APMaaS even more
• Fast and agile deployment
• Easy alignment of cost and revenue
• Immediate return on investment
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17. Deep APMaaS – why?
With all the goodness and insight of APMaaS, we need to:
• Triage and use that information
• Make sense and analyse all the outputs
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18. Our approach for Deep APMaaS
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FrontEnd
• Provided by
us
• Smart
Engineers
• AppD savvy
• Always there
Core Operation
• Customer
Owned
• Embedded in
the dev
process
SME's
• Deep AppD
knowledge
• Deep Tech
expects
• Asynchronous

19. Deep APMaaS - Front-end
• Redundant 24x7x365 Operation Solution
– Fully secure and ITIL compliant processes (ISO27001 / ISO20000)
• AppDynamics Savvy
– Trained in AppDynamics and with at least 1 year of experience
– Not only forwarding alerts, able to retest and add brains!
• Supported by Technical Service Managers
– Own the Problem management process
– Own the Continuous Service Improvement process
• No access to the managed solution
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20. Deep APMaaS – Core Ops
• Owned by the customer (optionally)
– Development cycles (specially DevOps-ey) demand agility
– Embedding a 3rd party in the process is tough
• The Front-end feeds Core Ops
– Curated alerts, converted in to incidents
• We integrate with pretty much anything
– No hassle, just us embedded in the customer OSS
• Do you want us to take-on the core ops? No problem!
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21. Deep APMaaS – SME
• Deep technical expertise to support core operations
• Escalation point for the Front-End or Core-Ops for tackling
complex Applications issues
– Root Cause Analysis
– Issue Resolution
– Automation implementation
– Solution Optimisation
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22. Deep APMaaS – SME Coverage and Benefits
• Core technologies
– AppDynamics
– Cloud Technologies
– Networking
– Storage
– Compute/OS
– Databases
– Application Servers
– Web Servers
• Benefits
– Access to experts for RCA
– Asynchronous operation
– Vested interest in fixing
issues
– Peace of mind!
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23. PUTTING IT ALL TOGETHER
How does good look like?

24. Standard use case
• Running on
Hyperscale cloud
• Using
AppDynamics
SaaS controllers
• Mix of
technologies
• Customer
provided core
operation
Deployment
at speed
• Consulting
• Designing
• Deploying
Smart
Operations
Autonomics
• 24x7 NOC
support
• Auto remediation
• Problem
Management
Core
Operation
• Customer owned
• Close to the cycle
Deep
APMaaS
• SME
involvement
• Complex RCA
• Complex Fixes

25. Example – Online Hotel Booking System
• Challenges
– Changing environment
– Very seasonal and peaky
traffic
– Response time = revenue
• Environment
– More than 20 AppServers, 10
DB servers, Cloud
– Auto scaling for AppServers
• Solution
– Full APMaaS service
• Benefits
– End to end deployment time
reduced from 4h to 5m
– FCIR increased from 50% to
90%
– Full coverage = no lost
revenue
– Access to Oracle, Java SME’s
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26. Example – Massive Global Retailer
• Challenges
– Lack of consistency with
departmental IT state
– Stringent security needs
– Demanding availability reqs
• Environment
– Mix of Windows/SQL and Linux/
MySQL environments
– On Hyperscale and physical
• Solution
– Full APMaaS service
– Automation & Bootstrapping
– Integration with CloudFormation
• Benefits
– Deployment time reduced from 5h
to 5m
– FCIR rate increased from 30% to
70%
– InfoSec team happy / auditing
– Consistent visibility
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27. Example – Leading Manufacturer of Print /
Cameras
• Challenges
– Time to market for solutions
– Extremely peaky traffic
– Lacking Application quality
– Response time = impact
• Environment
– Templated environments
– Auto scaling in some cases
– Both Public and Private
• Solution
– Full APMaaS service
– Automation & Bootstrapping
– Packaging of Apps for Auto
scaling
• Benefits
– End to end deployment time
reduced from 4h to 5m
– FCIR rate increased to 80% (from
40%)
– IR time decreased from 60m to
10m
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28. Thank You