case study: interval leisure group paints a picture-perfect view of member experience

World®’16

CaseStudy:IntervalLeisureGroupPaintsaPicture-PerfectViewofMemberExperience

RobertDGaynor- SeniorVicePresident- EnterpriseTechnology,IntervalLeisureGroup

DO4T10S

DEVOPS– AGILEOPERATIONS

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Abstract

DeliveringandmaintainingapositivememberexperienceisparamountforIntervalInternational(II),anoperatingbusinessofILG.Toachievethis,amulti-facetedviewisrequired– onethatcanbesharedacrosstheirDevOpsteams.ThissessionwillexplorehowIIisonajourneytopaintapictureperfectviewofmemberexperiencebyintegratinguserexperience,applicationdiagnosticsaswellsyntheticandinfrastructuremonitoringandloganalytics.LearnhowIIisusingCAAppExperienceAnalytics,CAApplicationPerformanceManagement,CAAppSyntheticMonitorandCAUnifiedInfrastructureManagementtoprovideanintegratedviewofuserexperience.Withthisholisticapproach,IIisabletoimprovememberexperienceusinganalyticstodelivercontinuousfeedback.

RobertDGaynorInternalLeisureGroup,SeniorVicePresident,EnterpriseTechnology


OverviewofILGOfficesin15countriesandapproximately10,000employees.

Providesitsowners,members,andguestsaccesstoanarrayofbenefitsandservices,aswellasworld-classdestinationsthroughitsinternationalportfolioofresortsandclubs.

ILGisaleadingproviderofprofessionallydeliveredvacationexperiences.


OverviewofIntervalInternational(II)

Operatesmembershipprogramsforvacationersandprovidesvalue-addedservicestoitsdeveloperclientsworldwide

Hasbeenapioneerandinnovatorinservingthevacationownershipmarketsince1976

Exchangenetworkcomprisesapproximately3,000resortsinmorethan80nations

Offershigh-qualityproductsandbenefitstoresortclientsandabout2millionfamilieswhoareenrolledinvariousmembershipprograms


IntervalWorld§ Customerself-serviceweb

ecommerceportal

§ BookaGetaway

§ PerformanExchange

§ Ormanageaccount

IntervalWorld ApplicationProvidesDifferentiationforIIDeliveringoptimaluserexperienceandavoidingdowntimeiscritical


Lackofvisibility

Usedsyntheticmonitoring– couldseethesurfacelevel,butnodeepinsight.Syntheticdatawasstandaloneandnotcorrelated.

ChallengesFacedBeforeAdoptingCAAgileOperations

SuccessdefinednarrowlyDefinedsuccessassystemuptimeandavailabilityasopposedtouserexperienceandbusinessimpact.

ProblemsnotcaughtfirsttimeItoftentookseveraltimes(asmuchas4,5,6timesforaproblemtooccurbeforeitwassolved).

DifficulttodeterminerootcauseInthewarroom,hadtoinvolvemanyexpertsanddifficulttodetermineareaofresponsibilityandsourceofproblem.


FirstPhase:AdoptingCAAPM

Deploy

Instrumentandtune§ Identifytransactionflow§ Settingthresholds

LeverageCAAPMacrossrolesfromdevtoops§ UsingCAAPMacrossvariousroles§ Notjustinfrastructure

IntegrateCAAPMwithothertools,leverageITILbestpractices§ E.g.ServiceDeskandCASpectrum


BestPractice:ShiftLeftUseCAAPMEarlierintheSoftwareDevelopmentLifecycle

Dev QA/Test ProductionPre-Prod

CAAPM


ContinuingtheJourney:FormingthePicture-PerfectViewofCustomerandEnd-UserExperience

ImplementedCAAppSyntheticMonitor– lookingtobeabletotakesyntheticmonitoringdataandtiebacktoAPMtimeline

Neededtobeabletomonitorsiteavailabilityandintendedtransactionperformance

Why How

ImplementingCAAppExperienceAnalytics- Originallyfocusedonmobileappanalytics,nowextendingtoweb.Usingtocreatebusinessservicereliabilitydashboard

Neededtobeabletotiebackrealcustomerinteractionsandbeabletodrilldownfromuserexperienceintoapplicationcomponentsandservices

ImplementingCAUnifiedInfrastructureManagementtointegrateinfrastructuremetricsintoAPMandSpectrumdashboards

NeededbettermonitoringcoverageofCitrixenvironmentsandperformance,tiedtoenduserexperience


AgileOperationsArchitectureatIntervalCASpectrum

BrowserAgent(BRTM)

ApplicationExperienceAnalytics

CAAppExperienceAnalytics

(Omni-channel)

EnterpriseManager

AppServerAPMAgent

CrossEnterprise

CAApplicationPerformanceManagement

CAUnifiedInfrastructureManagement

CAAXA/CAAPM

ServerandApplications

EventCorrelationRouteCauseAnalysis

BusinessServiceReliabilityDashboardApplication-CentricInfrastructureMetrics

Splunk

LogManagement


Getaways BookedToday

GetawaysExperience Perfection CurrentITRisk toExperience

GetawaysWorkflow Perfection

Customers

Loggingin

Customers

SearchingInventory

Customers

SelectingaProperty

Customers

CompletingPayment

In-Design:BusinessServiceReliabilityDashboard


CAAgileOperationsHelpsIIDeliveraDifferentiatedUserExperience

Bettercollaborationbetweendevelopment,operations&QA

Catchproblemsbeforetheyhitproduction

Whenproblemsoccur,findrootcausequickly

Achievingauser-centricviewofperformance,whileenhancingproductivityacrossdevandops

Abilitytotieenduserexperiencetotheunderlyingapplicationinfrastructure


EndResult:HappyCustomers


NextStepswithCAAgileOperationsatII

DefineadditionalworkflowsforCAAXA

LookingtofeedCAAPMwithinfrastructuremetricsfromCAUnifiedInfrastructureManagement

Integrateloganalytics

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