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Case Study: Produban Banks on CA Application Performance Management 10
Gabriel Arruda
DevOps: Agile Ops
Produban
IT Manager – Monitoring, Automation and Big Data
DO5X188S
@CAWorld
#CAWorld
2 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
© 2015 CA. All rights reserved. All trademarks referenced herein belong to their respective companies.
The content provided in this CA World 2015 presentation is intended for informational purposes only and does not form any type of
warranty. The information provided by a CA partner and/or CA customer has not been reviewed for accuracy by CA.
For Informational Purposes Only
Terms of this Presentation
3 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Abstract
Produban is responsible for managing the Santander Group’s entire IT
infrastructure including its retail bank, global units and corporate units.
Three years ago, Produban implemented CA Application Performance
Management (CA APM) to monitor its call center system to diagnose
application incidents and to make sure customers were not impacted by
any application issue. By using CA APM, monitoring is no longer reactive
but instead is proactive, and troubleshooting time for incidents has been
reduced. As a result, CA APM has become a reference within the entire
company and is the main support tool for the applications support team.
In 2015 Produban initiated a project to improve user experience using
CA APM 10 with the goal of having 100 percent of the applications
monitored with CA APM. Attend this session to learn more about
Produban’s journey to CA APM 10.
Gabriel Arruda
Produban, IT Manager – Monitoring, Automation and Big Data
4 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Agenda
ABOUT THE SPEAKER
COMPANY OVERVIEW
RESULTS AND SOLUTIONS
OLD SCENARIO
CHALLENGES
1
2
3
4
5
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Produban Company
Produban manages and controls the entire IT infrastructure of the Santander Group:
– Retail Banking
– Global units
– Corporate Units
Established in the May 1, 2005
100% owned by the Group
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Mission
Production ManagementExcellence
Efficiency
Service
Quality
Operational
Risk
Perform a unified and standardized production management of the Financial Santander Group entities and the
establishment of the Infrastructure Group
Adding Value to the Business
Time to Market
Flexibility
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Produban – Subsidiaries and Branches
+ 5.000 professionals
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Produban – Major Customers
Produban provides service to more than 120 Financial Institutions Groups
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Infrastructure Group – Data Center
Carlton Park (3.000 m2)
Shenley Wood (2.500 m2)
Bletchley (1.950 m2)
UK
ES
BR
MX
Querétaro (3.000 m2)
Campinas (3.600 m2) Boadilla (3.900 m2 - 1.950 m2 x 2)
Cantabria (6.000 m2 - 3.000m2 x2)
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Infrastructure Group – Private Network
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Infrastructure Group – Processing
+ 28.000 Physical servers
+ 56.000 Logical servers
+ 22.000 Data Bases
1 2 3 4 5 6 7 8
57,400
74,996 81,896
95,992 110,366
181,033 186,313
220,000
Mainframe Processing Capability Evolution (MIPS) Volumetric Processing Equipment
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Volumetric Processing
106,6 million Banking Retail Customers
11,6 million active Internet Customers
2,6 million Mobile Banking Customers
30 million Credit Cards
80 million Debit Cards
30 million Call in Contact Center per month
5.000 million Transactions per month
67 million Card transactions peak day
9,6 million Batch executions per month
16,7 million Payments per day
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Old Scenario
• Just 24% of application servers monitored.• More time to reestablish services, less proactive monitoring – need to analyze
application logs and server metrics to identify incidents and root cause for XX% of applications servers.
• Complex CA APM interface. Few professionals has skill to analyze information on CA APM. These professionals are always overworked.
• Too many metrics for few servers, performance problems! Architecture doesn’t offer possibilities to segment metrics that respond for business needs and combine with the better IT needs. Too many difficulties to segment access control for different teams.
• IT Operations don’t use APM, just receive alerts and call for Application Support.• Difficulties to integrate with another IT metrics
MOM
1Metrics
Collectors
IT Operations
FrontendMOM
2
GAP
Call Center
Risk
Internet
Insurance
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Challengers
1. Pro active monitoring for ALL applications and consequently reduces number of incidents
2. Combine Business and Solution Strategy = APM Architecture
3. Update agents and environment for APM 10 features, maximize Power Packs and Smart Instrumentation utilization
4. Produban Open Bus Integration – APM and Big Data working together
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The APM Journey
APM POC:Monitoring Call Center and Risk Systems
POC approved. Our first experience with APM!
Successful monitoring for Call Center and Risk applications.
Dynamic Thresholds and Dashboard Automation Tool Implementation
APM becomes a reference for monitoring. All new projects wants APM!
Support team Explore maximum of troubleshooting with APM.
Renew CA Contract. Now we will expand our experience!
Let’s starts our User Experience with
CEM!
01/12 8/12 12/12 8/13 12/13 6/14 12/14 04/14 1/1609/15
How to combine business needs and IT Challenges? We
draw!
Improve our solution, running for the top with
APM 10
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1
ChallengerDecrease the number of incidents caused by applications.
GoalImprove our APM monitoring experience for all applications based on Java and .NET.
SolutionContact CA with our problems, then shown up solutions. Deploy APM 10 to our environment to cover gaps.
ResultsFirst of all we expand our experience with APM for the most critical systems based on Web - New Internet Banking, Public Web and Insurance System. After that, we contact CA for a new trade agreement. We prevent the number of incidents for these systems being proactive in resolution of issues with Differential Analysis, and for unexpectedly cases, we have a fastest solution with the Timeline View, impacting end user less then possible.
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1
Partnership- Expand our contract for monitoring 100% Application Servers;- CA App Synthetic Monitor – Essential for Web Based Systems
- User Experience with CA CEM- Infrastructure Monitoring Tools (Mainframe, Storage, Hypervisor,
Database)
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1
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2
ChallengerUse our solution to combine IT Challenges and Business Challenges
GoalDraw an architecture using APM to combine both.
SolutionDifferent APM farms, to cover different IT environments with Business needs
Results: A resilient architecture for each business sector, contemplating different system
specificities, embracing and converging for an unique point – IT Operations Alerts Frontend.
Facilitate day-to-day work for Application Support Team.
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2Internet Call Center Insurance
MOM
1
MOM
2
Metrics
Collectors
UEM Collectors
MOM
1
MOM
2
Metrics
Collectors
UEM Collectors
MOM
1
MOM
2
Metrics
Collectors
UEM Collectors
IT Operations Frontend
Dat
a Fl
ow
Cloud Monitor
Business Segment
Servers
APM Farm
Frontend
Architecture segmented by
Business
21 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
3
Challenger
Migrate already installed
agents for APM 10 version.
Manage agents that cover all
environment.
Solution
Training support teams to explore new features of APM 10. Install agents with Smart Instrumentation turned on. Install Command Center.
Expected Results: Increase efficiency and effectiveness to alerts, being proactive using
Differential Analysis and correlating metrics. Faster incident resolution and easiest root cause identification with Timeline View. 1st Level support gain power of analysis with a clean application perspective. Deploy agents quickly than before with the smart instrumentation on, than reduce the need of a better understand of application and write of PBDs. Get better control of our agents and changes with the command center.
GoalUpgrade agents to APM 10.
Get fast deploy to new applications.
Better management of a so huge environment.
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3
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4
Challenger
Correlate APM metrics with infrastructure metrics.
GoalTransform data silos on data lakes. Put intelligence on data.
SolutionDevelop a connector to integrate APM metrics with Openbus Produtan and generate alerts correlating infrastructure and application events.
Results: We change the way to work with data. Combining infrastructure with application
metrics, we develop algorithms to learn applications and servers behavior. Correlating these metrics we can prevent incidents more efficiently than before, and exactly to know which a bad behavior impacts. All the chain is drawn.
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4
OS
DB
WEB
WAS
Robots
CMDB Data
Network Devices
PDU
Storage
Hyper
K
a
f
k
a
Camus Job
APM Metrics
Load Balancer
Statistics Data
Intelligence in Data!• Predictive Analysis
• Correlated Metrics
• Machine Learning Concepts
• Dynamic Thresholds
• Infrastructure + Application Algorithms
• Non Limit for data
• IT Management
• Unique Point of Information
• Business Information aggregated (CMDB Services)
Speed Layer
Batch Layer
Serving Layer
App MetricsEnrichment DataInfra Metrics
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4
OS
DB
WEB
WAS
Network Devices
PDUStorageHyper
APM Metrics
Load Balancer
Statistics Data
App MetricsEnrichment DataInfra Metrics
Infrastructure Metrics
Application Metrics
CMDB Data
Enrichment Data
Robots
26 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Intelligence in Data!• Predictive Analysis
• Correlated Metrics – Infrastructure and Application
• Machine Learning Concepts
• Dynamic Thresholds
• Infrastructure + Application Algorithms
• Non Limit for data
• IT Management
• Unique Point of Information
• Business Information aggregated (CMDB Services)
4
OS
DB
WEB
WAS
Network Devices
PDUStorageHyper
APM Metrics
Load Balancer
Statistics Data
App MetricsEnrichment DataInfra Metrics
Infrastructure Metrics
Application Metrics
CMDB Data
Enrichment Data
Robots
27 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Recommended Sessions
SESSION # TITLE DATE/TIME
DO5X189SHow to Achieve a Customer-Centric View in an Omni-
Channel World11/18/2015 at 1:00 pm
DO5X194SMonitor Microservices, Containers, Cloud Foundry and
Node with CA Application Performance Management11/18/2015 at 4:30 pm
DO5X193S
Customize CA Application Performance Management
with Tips for Using the CA Application Performance
Management Open APIs
11/19/2015 at 4:30 pm
28 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Must See Demos
Application Performance Management and DevOps, featuring APM use in preproduction scenarios
Application Performance Management
Theater 5
Application Performance Management, Modern Monitoring, featuring the new APM Team Center
Application Performance Management
Theater 5
Ensuring a “5 star” mobile app experience with CA Mobile App Analytics
Mobile App Analytics
Theater 5
Unified Monitoring: APM Integrations including UIM
Application Performance Management
Theater 5
29 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Follow On Conversations At…
Smart Bar
Application Performance Management
Theater 5
Tech Talks
Application Performance Management
Theater 5
30 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Q & A
31 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
For More Information
To learn more, please visit:
http://cainc.to/Nv2VOe
CA World ’15