case study: verizon wireless: chasing the yellow before they turn red

ca Opscenter

Case Study: Verizon Wireless Chasing the Yellow Before They Turn Red

Joe Convery , Associate Fellow, Verizon Wireless

OCX11S #CAWorld

Leonid Igolnik, VP , SW Engineering, CA Technologies

2 © 2014 CA. ALL RIGHTS RESERVED.

370,000+ MINUTES OF VOICE CALLS ON

510,000 COMMENTS on FACEBOOK

1,500 BLOG POSTS

60 WWW DOMAINS REGISTERED

600 New VIDEOS on

77,244 Wi-Fi CONNECTIONS MADE ON iPhone

OVER 2 MILLION GOOGLE SEARCH QUERIES

OVER 200 MILLION EMAILS

217 NEW MOBILE WEB USERS

571 NEW WEBSITES

47,000 APPLE APPSTORE DOWNLOADS

100,000 TWEETS

20 NEW VICTIMS OF IDENTITY THEFT

693,800 GB of IP data transferred

In the App Economy 60

Every

Seconds


APPLICATION ECONOMY THIS IS THE AGE OF THE

USERS AND IT’S ALL ABOUT THE

LOYALTY? HOW DO YOU EARN THEIR


The Generations of APM V

ALU

E

TIME

LATE 1990s–EARLY 2000s 2007–2015 NEAR FUTURE

APPLICATIONS TRANSACTIONS USERS


Organizational Variations

We observed that variations in user behavior are often driven by organizational differences

To better understand this, we examined key characteristics of organizational mindsets, philosophies, and processes


Organizational Characteristics

Each of these organizational types had large impact on the individuals working within them

Each organization influenced the goals, behaviors, and interactions of the individuals


NMS Challenges (over 5 Years ago)

Over 100 Million customers

IT Data Network Contains over 10K network elements

Legacy Fault Management was solid but had gaps in performance management

Only threshold alarming

No correlation of Netflow stats to Interface SNMP stats

Very limited application flow visibility

No insight into customer application performance other than server side metrics


Solution Selected

Combination of tools – Netvoyant (now IM2.0) SNMP

metric collection and reporting in Performance Center

– RA (reporter Analyzer) Netflow collection and reporting

– SuperAgent (aka ADA) Application performance based on TCP analaysis

– CEM – Customer Experience Manager

– Wiley – Server based Transaction Performance


Fault

Performance Management

Capacity Planning and Data Analytics

Fault Management

Performance

Capacity

NMS in Some Companies

OLD WAY OF DOING THINGS NEWER WAY OF DOING THINGS

Companies try to reduce MTTR by fixing outages quicker

Companies try to reduce MTTR by preventing outages from happening


MTTR vs. MTTI

Fault Detected

Outage escalation

Outage bridge engaged and trouble shooting started

Root cause identified and Mitigation efforts started

Outage closed and BAU

MTTR – Mean Time to Repair – Companies spend a lot of time trying to decrease this. MTTI – Mean Time to Identify – When they should spend just as much time on improving this.


MTTI Scenario

Customer starts to experience degraded performance

Performance issue detected

React to performance related issues and mitigate the potential outage

Length of potential issue No outage experiences


Application and Network Performance Insight

SNMP Insight: Server Interface both seem to be active at same time

Application Flow: Insight: into individual

client server flows


Correlation of Network and Application Metrics


Business Transaction Summarization


For More Information

To learn more about DevOps, please visit:

http://bit.ly/1wbjjqX

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For Informational Purposes Only Terms of this Presentation

This presentation provided at CA World 2014 is intended for information purposes only and does not form any type of warranty. Content provided in this presentation has not been reviewed for accuracy and is based on information provided by CA Partners and Customers.

case study: verizon wireless: chasing the yellow before they turn red

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