Case Study: Blue Cross Blue Shield of Tennessee - APM Before DevOps Became Mainstream
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Transcript of Case Study: Blue Cross Blue Shield of Tennessee - APM Before DevOps Became Mainstream
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Case Study: Blue Cross Blue Shield of Tennessee - APM Before DevOps Became Mainstream Scottie Hightower
OCX76S #CAWorld
Monitoring Engineer II BlueCross BlueShield of Tennessee
2 © 2014 CA. ALL RIGHTS RESERVED.
Abstract
Breaking down monitoring silos to improve efficiency and reduce cost
was a big concern for Blue Cross Blue Shield of Tennessee. While the
approach may not have been labeled DevOps much of what was done
to integrate APM into the development cycle is where some DevOps
initiatives start. APM’s powerful dashboard capability enabled Blue
Cross Blue Shield to gain far more problem solving value in both pre-
production and production by building dashboards that are “clean,
functional, fast and attractive.” In this session you will hear how APM is
integrated early into the development process, the internal evangelism
and training that takes place, and the importance and power of
customized dashboards to help identify and resolve problems before
the phone rings.
Scottie Hightower
BlueCross BlueShield of Tennessee
Monitoring Engineer II
3 © 2014 CA. ALL RIGHTS RESERVED.
Agenda
DASHBOARDS
CLOUD MONITORING
ONE-OFFS
CUSTOMER EXPERIENCE
DEVELOPMENT
OPERATIONS
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DASHBOARDS
PROFESSIONAL – Add graphics, do not cut corners and continue to update.
INTELLIGENT – Use tabs or links, group similar metrics and do not clutter.
MEANINGFUL – Every application is different. Use metrics and thresholds accordingly.
Develop clear dashboards.
CLEAR – PROFESSIONAL, INTELLIGENT AND MEANINGFUL
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CLOUD MONITORING
THINGS THAT GO BUMP IN THE NIGHT – Updates, changes, patches, etc.
WHAT DID THAT LOOK LIKE WHEN IT HAPPENED? – Sometimes errors cannot be replicated.
INTEGRATION – Use ‘Custom HTTP request headers’ to separate users from cloud.
Quick win for applications that are not yet, cannot be, or are not properly monitored
3AM RULE – USERS ARE NOT AVAILABLE 24HRS A DAY FOR EVERY APPLICATION.
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CA App Synthetic Monitor
CA App Synthetic Monitor
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CA App Synthetic Monitor
CA App Synthetic Monitor External
CA App Synthetic Monitor Internal
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CUSTOMER EXPERIENCE
ONE PERSON CANNOT MAINTAIN. – You need an Admin, 24hr Monitoring team, App owners.
CHOOSE CORE TRANSACTIONS FIRST. – Start small, identify all of the players and keep showing benefit.
INTEGRATE. – After developing good procedures for maintaining transactions
instrument agents for deep dive diagnostics
Highest priority of all stake holders
THE CUSTOMER IS ALWAYS RIGHT.
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DEVELOPMENT
RUN WITH IT WHILE YOU HAVE THEIR ATTENTION. – Developers work on what is HOT or has a deadline. – So, do NOT take it personal when they disappear.
DEMO, TRAIN AND SHOW BENEFIT. – People change, applications change and monitoring tools evolve.
NOT MAGIC – Let them know that monitoring will require a continuous effort by all.
Influenced by the business to make life easier for the customer
TEAMWORK – YOU SHOULD ALL HAVE THE SAME GOAL.
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OPERATIONS
START SIMPLY TO SHOW VALUE. – JVM or .NET process status should be the first agent alert configured. – Once you know the alerts are working you can then automate restarts.
ENTERPRISE COMMAND CENTER (ECC, NOC, OPS, etc.) – Integrate to a single pain of glass for 24hr monitoring of alerts. – Develop Enterprise dashboards that drill down to specific applications – Shake the trees when things do not look right.
Driven by structure to reduce downtime
PROCEDURES – MAKE CLEAR AND STRAIGHT FORWARD.
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CA APM
CA APM
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CA APM V 9.5.0.0
CA APM Introscope Workstation
CA APM Info
CA App Synthetic Monitor
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ONE-OFFS
EPAGENT – Only limited by your imagination – Anything you can script or do at a command prompt, you can monitor.
USE THE RIGHT TOOL FOR THE JOB. – Just because you can do it, does not mean it belongs in APM,
DO NOT REINVENT THE WHEEL. – Ask the Community, peers, Web search, etc., to see if it has been done.
For needs outside the normal or just not incorporated in a tool yet
MY APPLICATION IS NOT JAVA OR .NET.
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Summary A Few Words to Review
Relationships and management support are the keys to a successful implementation with continuous improvement.
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For More Information
To learn more about DevOps, please visit:
http://bit.ly/1wbjjqX
Insert appropriate screenshot and text overlay from following “More Info Graphics” slide here;
ensure it links to correct page DevOps
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For Informational Purposes Only Terms of this Presentation
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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.
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Customer/Partner content provided in this presentation has not been reviewed for accuracy and is based on information provided by CA Partners and Customers.