adobe’s ecommerce digital transformation journey

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Adobe's eCommerce Digital Transformation Journey Greg Thomsen Event Management Analyst, Adobe Aaron Rudger Sr. Director Product Marketing, Dynatrace

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Page 1: Adobe’s eCommerce Digital Transformation Journey

Adobe's eCommerce Digital Transformation Journey

Greg ThomsenEvent Management Analyst, Adobe

Aaron RudgerSr. Director Product Marketing, Dynatrace

Page 2: Adobe’s eCommerce Digital Transformation Journey

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

Page 3: Adobe’s eCommerce Digital Transformation Journey

© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

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

Page 4: Adobe’s eCommerce Digital Transformation Journey

© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 4

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

Greg ThomsenEvent Management Analyst

Page 5: Adobe’s eCommerce Digital Transformation Journey

© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

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

Page 6: Adobe’s eCommerce Digital Transformation Journey

© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

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

Page 7: Adobe’s eCommerce Digital Transformation Journey

© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

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

Page 8: Adobe’s eCommerce Digital Transformation Journey

© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

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

10

20

30

40

50

60

70

80

90

Page 9: Adobe’s eCommerce Digital Transformation Journey

© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

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.

Page 10: Adobe’s eCommerce Digital Transformation Journey

© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

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

event

On call system

contacts support teams

VNOC opens conference

room

Support teams join conference

room

Page 11: Adobe’s eCommerce Digital Transformation Journey

© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

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

Page 12: Adobe’s eCommerce Digital Transformation Journey

© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

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

Page 13: Adobe’s eCommerce Digital Transformation Journey

© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

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

Page 14: Adobe’s eCommerce Digital Transformation Journey

© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

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

Page 15: Adobe’s eCommerce Digital Transformation Journey

© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

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

Page 16: Adobe’s eCommerce Digital Transformation Journey

© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

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

Page 17: Adobe’s eCommerce Digital Transformation Journey

© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

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

Page 18: Adobe’s eCommerce Digital Transformation Journey

© 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

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

Page 19: Adobe’s eCommerce Digital Transformation Journey
Page 20: Adobe’s eCommerce Digital Transformation Journey

Dynatrace and digital transformation

Page 21: Adobe’s eCommerce Digital Transformation Journey

Confidential, Dynatrace LLC

Page 22: Adobe’s eCommerce Digital Transformation Journey

Digital transformation is everywhere

TRAVEL

RETAIL TELCO AND MEDIA GOVERNMENT

FINANCECONSUMER

GOODS

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

Page 23: Adobe’s eCommerce Digital Transformation Journey

Rise of the “multi-modal” enterprise

Page 24: Adobe’s eCommerce Digital Transformation Journey

mobile

browser

network

multi-geo3rd parties cloud

containers

services

codehosts

synthetic

logsbusinesstransaction

applications

sdnrelax

full-stack, broad, hyperscale

Confidential, Dynatrace LLC

IoT

Page 25: Adobe’s eCommerce Digital Transformation Journey

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

SSL

Configuration, Scheduling & Data CollectionMonitored Web Requests

SSL

Mobile AppStay connected wherever you are

Lightweight Software Agent installed anywhere

Dynatrace Advanced Synthetic

Page 26: Adobe’s eCommerce Digital Transformation Journey
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Page 30: Adobe’s eCommerce Digital Transformation Journey
Page 31: Adobe’s eCommerce Digital Transformation Journey

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

Page 32: Adobe’s eCommerce Digital Transformation Journey

Q&APlease send your questions to us by

submitting them in your GoTo Webinar Questions pane.

Thank You

Page 33: Adobe’s eCommerce Digital Transformation Journey

Confidential, Dynatrace LLC

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