adobe’s ecommerce digital transformation journey
Post on 15-Apr-2017
199 Views
Preview:
TRANSCRIPT
Adobe's eCommerce Digital Transformation Journey
Greg ThomsenEvent Management Analyst, Adobe
Aaron RudgerSr. Director Product Marketing, Dynatrace
Confidential, Dynatrace, LLCTop of the World by Izzard, on Flickr
“Sometimes it's a little better to travel than to arrive”
Robert M. Pirsig, Zen and the Art of Motorcycle
Maintenance
© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Adobe’s eCommerce Digital Transformation JourneyGreg Thomsen | Event Management Analyst
© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 4
• Began at Adobe in October, 2012• Located in Ottawa, ON. Canada• Over 8 years experience in IT related fields
Greg ThomsenEvent Management Analyst
© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
1. Adobe eCommerce Pre-Synthetic Monitoring2. Synthetic Monitoring
1. Process Improvements2. Process Automation
3. Application Performance Monitoring1. Process Improvements2. Deployment Lessons Learned3. Integration with Existing Processes
4. Adobe eCommerce Monitoring Today
Adobe’s eCommerce Digital Transformation Journey
© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Transitioning from traditional software licensing to a subscription model.
eCommerce presence was becoming more business critical.
Limited monitoring, focused on infrastructure and application health checks.
Minimal customer experience monitoring.
High number of issues reported by customers.
Manual incident escalation process (via NOC).
Adobe eCommerce Pre-Synthetic Monitoring
© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Small initial deployment - a few key purchase flows. Focused on high priority geographies. Transaction tests only where necessary, otherwise simple page checks. Integrated with existing Incident Management processes.
Introduction of Synthetic Monitoring
© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Standardized synthetics across eCommerce.
Limited monitored flows to high traffic pages/products.
Focused on highest revenue generating geographies.
Kept monitoring process simple to reduce false alerts.
Utilized single scripts across multiple geos (language-agnostic).
Alert correlation based on test locations and failures.
Maturing Synthetic MonitoringWithin the first few months of deploying synthetics, we saw an immediate increase in our MTTD and overall detection rate.
Q1 Q2 Q3 Q40
10
20
30
40
50
60
70
80
90
© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Synthetic monitoring accelerated detection of issues; other processes needed to be improved in order to keep up.
Process Improvements – The Push for 99.9
Challenges: Alert escalation time limited by validation
process. Slow identification of root cause. Noise during major outages - multiple alerts
for same issue. Tracking down teams to investigate the
issue was time consuming.
Improvements: Removed validation steps - shoot first,
ask questions later. Trained teams on use of synthetic
portal to expedite cause identification. Advanced alert correlation using Alert
API. Created launch scenario for notifying
various eCommerce support teams. Utilized existing automated on call
system.
© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
With the improved escalation processes in place, the next step was to take out the middle man. This was achieved through automation with a new process called Incident Auto-Launch.
Process Improvements Through Automation
Automation and other new processes for reviewing failure data (SCoE and Waterfalls) saw us hitting our 99.9 SLA target.
Alert triggered by
event
On call system
contacts support teams
VNOC opens conference
room
Support teams join conference
room
© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Synthetic monitoring will tell you when you have a problem, but not where or what caused it.
Most time during incident responses was spent on identification of cause of issue. Complexity of a large scale eCommerce platform, spanning across multiple
datacenters, made finding cause of issues a needle in a haystack situation.
A single view was needed into all components of the eCommerce environment.
Beyond 99.9%
Issue Detection(Synthetic
s)? Resolution
© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Application Performance Monitoring (APM) and User Experience Monitoring (UEM) was deployed across the ecommerce platform.
Dynatrace Application Performance Monitoring
Issue Detection
(Synthetics)
Root Cause Identificati
on(APM)
Resolution
320 JVMs 70 Web Servers 3 Data Centers
© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
The implementation of APM accelerated root cause identification. This lead to: Quick identification of required support teams. Improved understanding of incident causation.
Adoption of more specific issue alerting. Faster overall issue resolution times, leading to improved SLA.
Dynatrace Application Performance Monitoring
© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Importance of coordination between support and development teams. Start small and then scale up; identify key components of application to
focus on. Architect deployment in a scalable and flexible way. When in doubt,
over-architect! Set expectations ahead of time. Seeing immediate improvements will
take time. Leverage dashboards to help drive adoption. Leverage synthetics to give you a head start.
APM Deployment - Lessons Learned
© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
New APM level alerts integrated into Auto-Launch process. New processes were created and support teams were trained to help
drive root cause investigation using APM. Dashboards were created and integrated as part of the standard day to
day operation and later into Auto-Launch process.
Integrating APM with Existing Processes
© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Migration to the cloud provided new challenges not faced in traditional data center based models.
Agent deployment in auto-scaling environments.
Handling dynamics changes in traffic and system load.
Monitoring new services such as Node.JS and container services (Docker).
APM – Migration to the Cloud
© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Utilized cookbooks for automated agent deployment.
Configured automatic agent mapping.
Created scalable collector configurations.
Deployed additional infrastructure to handle new services.
APM – Migration to the Cloud
© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Over 95% of major eCommerce incidents are Auto-Launched. Number of customer reported incidents is now almost negligible. A great deal of incident detection now done with APM - many incidents
detected before becoming customer-impacting. Synthetic Monitoring playing a greater role in identifying customer
impact and analyzing performance. Massive reductions in our overall MTTD and MTTR times. Expanding process automation into auto-resolution of incidents. Other services outside eCommerce adopting Incident Auto-Launch
process.
Adobe eCommerce Monitoring Today
Dynatrace and digital transformation
Confidential, Dynatrace LLC
Digital transformation is everywhere
TRAVEL
RETAIL TELCO AND MEDIA GOVERNMENT
FINANCECONSUMER
GOODS
87% of companies think
that digital transformation is a competitive
opportunity
Capgemini
93% of CxOsbelieve that digital will
disrupt their businessForrester
By 2020, CEOs expect 41% of revenue to be
driven by digitalGartner
Less than 3% of incidents are found before
affecting usersGartner
51% millenniums will complain on social when user
experience is bad
Harris Poll
60% rate app
performance as #1 expectation,
ahead of features Forrester
Rise of the “multi-modal” enterprise
mobile
browser
network
multi-geo3rd parties cloud
containers
services
codehosts
synthetic
logsbusinesstransaction
applications
sdnrelax
full-stack, broad, hyperscale
Confidential, Dynatrace LLC
IoT
DYNATRACE
BACKBONEServers in Tier1 data
centers for operational web monitoring
LAST MILEConsumer PCs with
synthetic Agents covering 168 countries,thousands of local ISPs,
true bandwidths and latencies
PRIVATE LAST MILE
PRIVATE NODEScalable Monitoring Server
deployed anywhere
Dynatrace PortalManage everything from your Browser
EDGE CLOUD DATA CENTER
Dynatrace Recorder & Web RecorderPurpose-built scripting, power and ease
MOBILESynthetic Agents
connected to real 3G/4G mobile carrier networks
SSL
Configuration, Scheduling & Data CollectionMonitored Web Requests
SSL
Mobile AppStay connected wherever you are
Lightweight Software Agent installed anywhere
Dynatrace Advanced Synthetic
Confidential, Dynatrace, LLC
Service Levels
Controlled Consistency
Proactive Management
Synthetic Monitoring Application Monitoring & UEM
User Behavior
Business Impact
Comprehensive Visibility
Bridge the gap between IT and digital businessEliminate the performance blind spotDrive smart and fast and remediation
End-to-end digital experience management
PERFORMANCE
END USER PERSPECTIVE
Q&APlease send your questions to us by
submitting them in your GoTo Webinar Questions pane.
Thank You
Confidential, Dynatrace LLC
Connect with us!
Participate in our Forum :community.dynatrace.com
Like us on Facebook :facebook.com/dynatrace
Follow us on LinkedIn :linkedin.com/company/dynatrace
Follow us on Twitter :twitter.com/dynatrace
Watch our Videos & Demos :youtube.com/dynatrace
Read our Blog : application-performance-blog.com
top related