designing the next generation of usability for application performance management solutions
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ca Opscenter
Designing The Next Generation of Usability for Application Performance Management Solutions
Kevin Mackie
OCX18S #CAWorld
CA TechnologiesApplication Performance Management
2 © 2014 CA. ALL RIGHTS RESERVED.
Abstract
In this session, you will get an overview of the findings from the latest APM usability research. You will learn how the APM user personas have evolved and how the next generation of CA APM is being designed to address the needs for various user personas.
Kevin Mackie
CA Technologies
Vice President, Product Design
APM
3 © 2014 CA. ALL RIGHTS RESERVED.
Agenda
TRANSFORMING APM
DESIGNING FROM PERSONAS
Q&A
HOW KYLE IS DRIVING APM COMMAND CENTER
PETE TOURS THE FUTURE OF APM (DEMO)
WE NEED YOUR HELP
1
2
3
4
5
6
4 © 2014 CA. ALL RIGHTS RESERVED.
Transforming APM
BUILD TIME
16Hours
1
INSTALL TIME
240Minutes
35
DEV SITES
23Locations
4
LINES OF CODE
14Million
5
RELEASE TESTING
2000Days
400
RELEASE CYCLE
18Months
6
3X Feature Payload
5 © 2014 CA. ALL RIGHTS RESERVED.
A Better APM Model for the App Economy
APM transformation EasyE
ProactiveP
IntelligentI
CollaborativeC
“A problem well articulated is a problem half-solved”
Charles KetteringInventor
7 © 2014 CA. ALL RIGHTS RESERVED.
What can a toothbrush tell us about design?
8 © 2014 CA. ALL RIGHTS RESERVED.
User Research
Spoke to 80 users across 17 customers in 18 cities:
Support analysts
Developers
Performance engineers
APM administrators
Managers
Telecom
Financial Services
Technology
Utilities
Government
Entertainment
Transportation
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What Did we Ask
What does a really bad day look like?
What’s the biggest challenge you face at work?
What do you like best about your job?
Tell me about the last major problem in your production environment.
When there’s a problem, who do you work with to resolve it?
If we gave you a magic wand to improve your production environment, what
would it look like after you waved your wand?
We encourage users to tell stories about their experience
10 © 2014 CA. ALL RIGHTS RESERVED.
Move to a more proactive stance.
Reactive“Bucket brigade”
Reactive improvement“Smoke alarm installers”
Continuous improvement“Smokey the Bear”
(Fire Prevention)
Reactive ProactiveApproach to monitoring
Human capital expenditure
(APM)
Low
High
LEARN MOREGet the whitepaper
http://ca.com/startattheend
11 © 2014 CA. ALL RIGHTS RESERVED.
Key ChallengesWhat were some of the main challenges our users face?
Complexity
The complex environment and set of APM tools take time for people to become proficient.
Knowledge
Knowledge is held by a few key users and is not easily accessible across the organization.
Data
Users are inundated with data instead of actionable information.
Sharing
Sharing information is an arduous process across a number of different tools.
Easy Proactive Intelligent Collaborative
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Personas
Andrew Cheung
Application developer
Kyle Thomas
APM administrator
Pete Miller
Level 1 Support analyst
(12 hour shift)
Ryan Campbell
Production support
analyst
Eric Sullivan
Senior middleware
specialist
Trevor Boyd
Level 1 Support analyst
(12 hour shift)
Diana Reyes
Production support analyst
Marcus Hernandez
Performance test
engineer
Jeevan Meher
Production performance
engineer
DBA
Network admin
Infrastructure admin
Dev
DBA
Network admin
Infrastructure admin
APM admin
Dev
DBA
Network admin
Infrastructure admin
APM admin
Tools architect
Other Players
Other Players
Other Players
Reactive“Bucket brigade”
Reactive improvement“Smoke alarm
installers”
Continuous improvement
“Smokey the Bear”(Fire Prevention)
13 © 2014 CA. ALL RIGHTS RESERVED.”
The quicker you find the fire, the quicker you can put it out.”
Kyle ThomasAPM Administrator
14 © 2014 CA. ALL RIGHTS RESERVED.
Kyle Thomas, APM Admin
Kyle’s Needs Understand who is using the monitoring system and
what changes they’ve made.
Get people the playground to work in without disturbing other groups or the overall operation of the monitoring system.
Needs the process of standing up monitoring to be simpler so he can respond to more teams’ requests.
Kyle’s Pain Points Watching the performance of the monitoring system
to make sure instrumentation levels won’t crash it
Putting all the instrumentation in place because regular expression patterns are hard to learn
Manually configuring the monitoring servers consistently when the data is practically the same for each
About Kyle
Kyle is the sole APM administrator for the production environment. As the specialist in APM, he’s often called in to install monitoring after an application is deployed to production, or to assist in diagnosing production problems.
Enable others to take advantage of APM technology.
Stop answering the same questions over and over.
Automate more of the monitoring process.
Get developers to pay attention to monitoring before their applications reach production.
Offload simple monitoring configuration tasks to the app teams.
”
I don’t go to school for this stuff...I learned because someone told me. ”
Pete MillerLevel 1 Support Analyst
Pete Miller, Level-1 Support Analyst
Pete’s Needs Clear indication of meaning and action associated
with alerts: Where should I look? What should I do?
Clear understanding of what systems are affected when a component fails: Which users? What is the priority?
Understand the connections between applications, so he can alert teams when there’s an impacting issue
Pete’s Pain Points Monitoring so many systems and physical devices
means that it takes a long time to understand everything
No clear instructions on what to do when there’s a problem
Having to deal with too many different tools, each with their own navigation and mental model
It takes a lot of work to quickly understand the meaning of alerts
About Pete
Pete works in the Operations Center, where he monitors the alerts for a hundreds of different apps and systems. He works with a team of four other guys to manage the queue on 12-hour shifts. They juggle multiple tools to deal with all of the systems they support. Pete has a background in PC support.
• Keep the system humming
• Make sure he’s pulling his weight and contributing to the team
• Handle most problems on his own, but know when to ask for help
• Make sure he’s wrapped things up at the end of the day
• Feel like he knows what’s going in the room at all times
18 © 2014 CA. ALL RIGHTS RESERVED.
Additional ResearchResearch is an ongoing activity.
CA Community
As we conduct additional research over the coming months, engage with the CA Community to sign up and help us understand the challenges your users our facing to help us build the next generation of CA APM.
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For More Information
To learn more about DevOps, please visit:
http://bit.ly/1wbjjqX
Insert appropriate screenshot and text overlayfrom following “More Info Graphics” slide here;
ensure it links to correct pageDevOps
20 © 2014 CA. ALL RIGHTS RESERVED.
For Informational Purposes Only
© 2014 CA. All rights reserved. All trademarks referenced herein belong to their respective companies.
This presentation provided at CA World 2014 is intended for information purposes only and does not form any type of warranty. Some of the specific slides with customer references relate to customer's specific use and experience of CA products and solutions so actual results may vary.
Terms of this Presentation
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