© 2015 IBM Corporation

Application Monitoring and Analytics: What’s New with DevOps Operate

Timothee Bouhour, timbouhour@us.ibm.com

Eric Tran, ettran@us.ibm.com

We Are at an Inflection Point in the Industry

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Engaging experience, delivered quickly by leveraging rapid delivery processes

4x increase in change delivery

Differentiated mobile/digital applications by connecting back to enterprise warehouse

28% increase in rental class ‘upgrade’

Create a unique experience by creating marketplaces of classic and modern services

30% reduction in operational expense

Unique class of service for premium clients by leveraging policy based deployment model

5x increase in premium clients by 2015

Geographic expansion—distributed warehouse management in the cloud

20% lower franchise initiation cost

SPEED IS THE NEW CURRENCY

Software delivery

MobileModern workforce expects constantlyupdated software toconnect to enterprise systems

Intelligent/Connected SystemsSoftware component in smart products driving increased value and differentiation

Big DataInsights on new products by more efficiently interpreting massive quantities of data

CloudDemand for apps requires fast, scalable environments for dev and test, as well as production

Instrumented ProductsIndustry requirements demand faster response to regulationsand standards, with traceability and quality

Social BusinessBroader set of stakeholders collaborates to deliver continuous innovationand value

Software delivery is at the heart of top technology trends

Delayed learning is why software delivery fails

Idea

Requirements

Development

Integrated Test

Release

Weeks / months to validate codematches Reqs

Months or years to learn if ideas / requirements match the market need

Time to user feedback is governed by risk

Traditionally

• Organizations looked to find a balance between speed, cost & risk.

• Development teams were not as agile as they are today; testing never

had enough time; releases failed to perform as expected

Shift Left: To win in the market, learn faster

Now

• Organizations are asking teams to release higher quality software

sooner.

• Development teams are becoming more and more agile; Releases are

increasingly failing to perform as expected

IBM DevOps point of view

Enterprise capability for continuous software delivery that enables organizations

to seize market opportunities and reduce time to customer feedback

Acceleratesoftware delivery –

for faster time to value

Balance speed, cost, quality and risk –

for increased capacity to innovate

Reduce time to customer feedback –for improved customer

experience

Our DevOps POV is resonating with clients and they are deliveringmeasurable business outcomes with DevOps

ContinuousCustomer Feedback

& Optimization

Collaborative Development

Continuous Release and Deployment

ContinuousMonitoring

ContinuousBusiness Planning

ContinuousTesting

Operate Develop/ Test

Deploy

Steer

DevOpsContinuous Feedback

Today’s Focus: Continuous Monitoring and User Feedback and Optimization

8IBM Confidential

Continuous Business Planning• Requirements Management• Project & Portfolio Management • DevOps Analytics

Continuous Testing

• Service Virtualization • Software Quality Management• Multi-Platform Automated Testing• Security Vulnerability Testing• Test Data Management

Collaborative Development• Collaborative Development

Lifecycle • Omni-channel Development

Continuous Release and Deployment

• Application Release Automation • Hybrid Cloud Management • Hybrid Cloud Application Integration• Software Lifecycle Patterns

ContinuousMonitoring

• IT Operations Analytics • Application Performance Management• Operational Problem Management

Continuous Customer Feedback and Optimization

• Customer Experience Management

• Mobile Sentiment Analysis

Operate Develop/ Test

Deploy

Steer

DevOpsContinuous Feedback

Practice:Continuous Monitoring

Continuous delivery can mean continuous firefighting

Dev and Test environments seldom simulate actual production environments

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deploy

• Data is different across silos

• This does not ensure good overall UX

• Resolving problems means messy war rooms

• True monitoring is often done only in production

• Problems will be caught as they affect users

The solution: Continuous Monitoring

• Monitor throughout your application lifecycle

• Use a single monitoring solution

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DevOpscontinuous feedback

Why we care about continuous monitoring

Catch problems before they reach production

Propel more stable apps into production

Debug faster, spend more time innovating

Anticipate performance issues before users are affected

Seamless visibility across all environments

Know your end users for better decision making

Single data set between Dev, Test, and Ops

Collaborative platform to avoid war rooms

See how new code will affect performance

Compare performance across builds and releases

DevOpscontinuous feedback

Deliver higher-quality applications faster

Without Application Performance

Management

With Application Performance

Management

1. You don’t know there is a problem

until your users complain

1. Identify performance issues

2. It’s hard to figure out where the

problem is occurring

2. Isolate where the problem is occurring

3. Finding the cause and resolving a

problem costs time, people, and

resources

3. Find the root cause of the problem

Application Performance Management

When there are outages or slowdowns, users are affected

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A Simplified APM PortfolioFlexible deployments of all offerings: on-prem, SaaS, or Hybrid

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IBM Application Diagnostics/Monitoring and Analytics for Bluemix

Find performance bottlenecks in

application code

IBM Application Performance

ManagementEnd user experience, end-to-end transaction

tracking and application resource monitoring

IBM MonitoringApplication-Aware Infrastructure

Monitoring for huge array of

infrastructure & resources

3rd party environment

IBM environment (Softlayer or Bluemix)

Customer environment

agents

APM SaaS Backend

agents

Single dashboard!

Hybrid APM: easier continuous monitoring

Cloud apps

On-prem apps

agents

Cloud apps

APM Backend

Continuous monitoring with APM

Know your end users Key visibility into your end users and app

performance to optimize User Experience and speed up cycle times

Diagnose problems 90% faster Deep, detailed diagnostics to resolve

application issues quicker and spend more time innovating

Reduce Outages by 50% or more Predict performance before going live

and maintain full visibility into your hybrid applications

Improve Availability by 60-90% Dev, Test and Ops collaborate over a

single platform to optimize the performance of production applications

Intelligently spot performance issues and resolve problems in your applications and infrastructure to keep your revenue flowing.

Develop/test

Steer

Deploy

Operate

Learn more at IBM Service Engage

Continuous monitoring with Monitoring and Analytics

Effortless Visibility the information you need without taking any time or

effort to learn or deploy something new

Diagnose problems 90% faster Quickly identify the root cause of

application problems and spend your time innovating, not chasing bugs

Resolve problems with embedded analytics Search through logs and

metric data to find the answers to your application problems

Keep your app running When your app is up, we can help you keep it up.

Reduce your maintenance costs while improving availability

Visibility and control over your Bluemix applications

Develop/test

Steer

Deploy

Operate

Monitoring and Analytics

“Large UK bank was able to search and diagnose problems 60% faster”

Expert AdviceAny competitor can isolate problems. IBM helps clients

quickly resolve them.

Breadth of Searchable DataSearch across all of your IT operational data to quickly

resolve issues

Mainframe SupportSearch System z (zLinux & zOS) logs in addition to all your

other data

Embedded AnalyticsOut-of-the-box integrations to IBM APM/ITM or 3rd-party monitoring

solutions

IBM Operation Analytics – Log AnalysisIdentify and isolate problems faster with embedded search analytics across

all of your operational big data

• Reduce Business Risk by using advanced impact analysis and defining automated change procedures that ensure integrity of existing infrastructure while supporting business agility

• Improve efficiency and Quality of Service by unifying asset, change and problem management across both IT and the rest of the enterprise

• Lower cost and mitigate license compliance risk by performing end to end software asset management

• Reduce total cost of ownership by using one unified solution to license, install and manage multiple ITIL processes under one price point

• Pick a solution delivery model that is affordable and meets your current business needs; Seamlessly move between delivery models while keeping the same functionality

• Adaptive, role-based simplified UI, improves intuitiveness for novice users, and reduces training costs.

• Access from anywhere at anytime via mobile device support –Blackberry, iOS, Android

• Minimize outages related to changes within IT Operations by up to 70%

• Increase Process Speed and Efficiency by up to 40%; service quality and responsiveness by up to 60%

• Optimize your Software license usage and bring savings back to the business

IBM Control Desk

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Hybrid management

for hybrid applications

Aggregated views of your infrastructure and

applications, irrespective of where they run,

building on your management systems

Management services

as flexible as your

applications

Combine services on the fly, view from a

single dashboard

Efficient collaboration

across devOps

Collaboration Spaces bring together your best

talent and knowledge to proactively manage

your applications more efficiently

Learn more:• Attend Sessions: CAP-5926 COM-3565• Visit the Expo: Ped 810-17 Theater: 6798A-B • Join the beta www.ibmserviceengage.com

Collaborative OperationsComposable management services that help development and operations

collaborate to build, run and manage hybrid applications

Practice:Continuous Customer Feedback and Optimization

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Enterprises Must Understand Their Customers

Expectations are Exceptionally High - as are Business Impacts

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88% abandoned cart

75% move to costly channel

63%less likely to repeat with bad

experience

41%expressed frustration

Understanding Digital Customers Has Been Challenging

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WWW

Brand, Sentiment

Traffic Sources, Content Effectiveness, Conversion, etc.

What Worked, What Didn’t

Optimize the customer’s online experience

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Remove obstaclesMaximize purchase/conversionCustomer behavior insights

Increase conversionsReinforce brand imageStop churns

Reduce contact center volumeImprove first call resolution metricsMinimize poor customer service

Understanding Customers Holistically Requires Combining Digital, Behavioral, Sentimental & Predictive Analytics

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Digital Analytics

Quantitative Insights

• Web site and mobile traffic data

• Customers in purchase funnel

• Completed transactions• Conversion metrics

Behavior Analytics

Qualitative Insights

• Surface Customer struggle• Session replays to

understand customer journey

• Identify impacted customers

Social Media

Analytics

Sentiment Insights

• Prevailing sentiments• Affinities and correlations• Share of voice• Relevant relationships• Potential risks

Predictive Customer Intel.

Anticipated Preference Insights

• Automated, optimized real-time decisions

• Next best offer• Reduce churn, improve

lifetime value

IBM Digital Analytics: comprehensive, cloud-based digital analytics

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Digital analytics engine

Analytics for optimizing your web presences and

marketing return on investment (ROI) and for turning

visitors into repeat customers and loyal advocates

•Comprehensive insights

for marketers and power

users

•Go from behavioral

insight to automated

marketing action with just

a few clicks

•Embed analytics into

your enterprise and

digital ecosystem

•Industry-leading marketing attribution reporting

IBM Tealeaf: unprecedented visibility into online and mobile customer experiences

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•Deep analytics of customer interactions

•Capture and replay of every customer interactions for both web and mobile

•Comprehensive user intent analytics

•Integration with CRM, VOC, Analytics

•Preserve customer interactions

•Deliver lifecycle analytics

Customer behavior analytics

Providing insight, visibility and answers to customer

experience challenges and optimization

All actions

All interactions

All customer experience obstacles

Actionable insights through sentiment analysis of app store ratings and reviews

End user feedback and quality metrics at every stage of mobile development

Rapid, contextual understanding of why an app fails

Evidence-based prioritization allows business and IT to collaborate

What’s new• Unified SDK: Get your applications ready to gather

feedback in minutes

• Sentiment analysis is now available in 4 additional countries (France, Germany, Italy, Spain)

IBM Mobile Quality Assurance for BluemixContinuously Deliver High Quality Mobile Applications

“Basically something that would have taken us weeks to do, we were able to do in a

matter of days. It cut down our implementation time from 90-95%”—Jayesh Mehta, Senior Architect, Tangerine Bank

QualityAssurance

On-Premise or SaaS: The choice is yours

IBM MobileFirst Quality Assurance

IBM Bluemix

Mobile Quality Assurance

SaaS

On-PremiseQualityAssurance

IBM DevOps Software Products

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Continuous Business Planning

• Rational Requirement Composer (CLM)• Rational Focal Point• Rational Governance of Application

Development Outsourcing

Collaborative Development

• Rational Team Concert (CLM)• Rational Lifecycle Integration

Adapter• Rational Build Forge• Rational Asset Manager• IBM Worklight

ContinuousTesting

• Rational Quality Manager (CLM)• Rational Test Workbench,

Rational Test Virtualization Server• Rational Development and Test

Environment for System z• InfoSphere Optim Test Data

Management• IBM Security AppScanContinuous Release

and Deployment

• IBM UrbanCode Deploy• IBM UrbanCode Release• SmartCloud Orchestrator

• Performance Management• Monitoring and Analytics for Bluemix• Control Desk• Operations Analytics - Log Analysis• Operations Analytics - Predictive Insights

ContinuousMonitoring

Continuous Customer Feedback and Optimization

• Worklight Quality Assurance• Tealeaf Customer Behavior

Analysis Suite• IBM Digital Analytics

Operate Develop/ Test

Deploy

Steer

DevOpsContinuous Feedback

Notices and Disclaimers

Copyright © 2015 by International Business Machines Corporation (IBM). No part of this document may be reproduced or

transmitted in any form without written permission from IBM.

U.S. Government Users Restricted Rights - Use, duplication or disclosure restricted by GSA ADP Schedule Contract with

IBM.

Information in these presentations (including information relating to products that have not yet been announced by IBM) has been

reviewed for accuracy as of the date of initial publication and could include unintentional technical or typographical errors. IBM

shall have no responsibility to update this information. THIS DOCUMENT IS DISTRIBUTED "AS IS" WITHOUT ANY WARRANTY,

EITHER EXPRESS OR IMPLIED. IN NO EVENT SHALL IBM BE LIABLE FOR ANY DAMAGE ARISING FROM THE USE OF

THIS INFORMATION, INCLUDING BUT NOT LIMITED TO, LOSS OF DATA, BUSINESS INTERRUPTION, LOSS OF PROFIT

OR LOSS OF OPPORTUNITY. IBM products and services are warranted according to the terms and conditions of the

agreements under which they are provided.

Any statements regarding IBM's future direction, intent or product plans are subject to change or withdrawal without

notice.

Performance data contained herein was generally obtained in a controlled, isolated environments. Customer examples are

presented as illustrations of how those customers have used IBM products and the results they may have achieved. Actual

performance, cost, savings or other results in other operating environments may vary.

References in this document to IBM products, programs, or services does not imply that IBM intends to make such products,

programs or services available in all countries in which IBM operates or does business.

Workshops, sessions and associated materials may have been prepared by independent session speakers, and do not

necessarily reflect the views of IBM. All materials and discussions are provided for informational purposes only, and are neither

intended to, nor shall constitute legal or other guidance or advice to any individual participant or their specific situation.

It is the customer’s responsibility to insure its own compliance with legal requirements and to obtain advice of competent legal

counsel as to the identification and interpretation of any relevant laws and regulatory requirements that may affect the customer’s

business and any actions the customer may need to take to comply with such laws. IBM does not provide legal advice or

represent or warrant that its services or products will ensure that the customer is in compliance with any law.

Notices and Disclaimers (con’t)

Information concerning non-IBM products was obtained from the suppliers of those products, their published

announcements or other publicly available sources. IBM has not tested those products in connection with this

publication and cannot confirm the accuracy of performance, compatibility or any other claims related to non-IBM

products. Questions on the capabilities of non-IBM products should be addressed to the suppliers of those products.

IBM does not warrant the quality of any third-party products, or the ability of any such third-party products to

interoperate with IBM’s products. IBM EXPRESSLY DISCLAIMS ALL WARRANTIES, EXPRESSED OR IMPLIED,

INCLUDING BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A

PARTICULAR PURPOSE.

The provision of the information contained herein is not intended to, and does not, grant any right or license under any

IBM patents, copyrights, trademarks or other intellectual property right.

•IBM, the IBM logo, ibm.com, Bluemix, Blueworks Live, CICS, Clearcase, DOORS®, Enterprise Document

Management System™, Global Business Services ®, Global Technology Services ®, Information on Demand, ILOG,

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registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other

companies. A current list of IBM trademarks is available on the Web at "Copyright and trademark information" at:

www.ibm.com/legal/copytrade.shtml.

Thank You

Transaction Tracking pinpoints bottlenecksEnd-to-end topological view of response times across multiple domains helps quickly isolate problems and hand problem off to appropriate specialist

IBM APM captures 100% transactions so you do not lose any critical failure

Code Level Diagnostics finds the root causeEnd-to-end topological view of response times across multiple domains helps quickly isolate problems and hand problem off to appropriate specialist

Dynamic level switching allows you to jump into code-level diagnostics on the fly, even in production.

Resolve problems quickly by bringing relevant unstructured data into problem investigations

Search bar enables search in-context across all your data

Breadth of Searchable DataInclude User Documentation, Metrics, Events and

Logs in your analysis

IBM Expertise Built-inIBM & partners expert knowledge extend solution

with applications & infrastructure Insight Packs

Log Analytics for faster problem resolutionSearch problem cause and resolution across any data

Streamlining and centralizing processes helps us accelerate delivery of channel usage analytics by 60%.

- Barclays Bank

Streamlining and centralizing processes helps us accelerate delivery of channel usage analytics by 60%.”- Barclays Bank

Enable predictive and preventative operations and application management with next generation behavioral learning analytics

Identify related metrics to reduce time required to perform root cause analysis

IBM Operations Analytics – Predictive Insights On Cloud

Consolidated Communications uses IBM Predictive Insights to detect 100 percent of their major incidents, including silent failures, and eliminated the human intensive task of managing manual thresholds, saving $300,000 annually.

Real End User Monitoring for web and mobile applications

Find the problems before they affect your end users by viewing the exact experience and performance from different devices , browsers

Hybrid APM for Deployment Flexibility

IBM is the only vendor to offer a true hybrid APM offering no matter where your application components reside

• Adaptive Baselines allows the system to learn the normal range of values for a given metric based on its history, which can vary considerably across different time intervals

• Dynamic Thresholds allows thresholds to be set from learned behavior based on the history of the specific resource or metric. These thresholds vary based on the seasonality of the relevant metric and can change by hour, day or other appropriate time period.

• Predictive Alerts are generated when a dynamic threshold is crossed. At this point an outage has not occurred, but the relevant performance metric is outside its normal bounds and an outage or degradation could occur. The predictive alert will notify the proper administrator that something abnormal is occurring and should be reviewed

• Linear Trending capabilities allow users to view directional trends of performance metrics. Policies can be set to kick off predictive alerts when it looks like a trend will exceed a threshold within a given timeframe

Fixed Threshold Dynamic Threshold defined with baseline

Abnormal behaviouralert at 7 am

Fixed thresholdalert at 11 am

Mean time to recovery Shortened MTTRPossibleIncident Avoidance

- No automated approach to define

- No warning of abnormal behaviors prior to peak periods

- No flexibility in the monitoring environment

Predictive Alert for abnormal behavior occurring before peak

periods or during non-peak periods

Dynamic Threshold

Adaptive Baseline

Adaptive Baseline

Fixed Threshold

Alert

Embedded Predictive AnalyticsExisting Predictive Analytics capabilities embedded at no-charge with

Tivoli’s APM solutions

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