Adobe’s eCommerce Digital Transformation Journey

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

Adobe’s eCommerce Digital Transformation JourneyGreg Thomsen | Event Management Analyst

• Began at Adobe in October, 2012• Located in Ottawa, ON. Canada• Over 8 years experience in IT related fields

Greg ThomsenEvent Management Analyst

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

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

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

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

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.

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

On call system

contacts support teams

VNOC opens conference

Support teams join conference

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

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

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

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

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

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

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

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

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

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

Configuration, Scheduling & Data CollectionMonitored Web Requests

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

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Adobe’s eCommerce Digital Transformation Journey

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