|By AppDynamics Blog||
|November 2, 2012 03:03 PM EDT||
Welcome back to my series on Deploying APM in the Enterprise. In Part 2 we discussed APM maturity from an unusual perspective as maturity models go. In this blog we are going to discuss the process of getting what you want and need in the way of an APM product.
Warning – This is an astronomically long blog post so make sure you have plenty of time to read it through.
Let’s assume for a minute that you actually read Part 2 – APM Maturity As You’ve Probably Never Seen It Before and have an idea where you and your organization currently are on the maturity scale. To advance to a higher level of maturity you can work on process and people until the cows come home but eventually you are going to want a tool that provides insight your people and processes never will. So that is where I am going to focus the rest of this series while touching on the people and process aspect throughout.
If you have decided you need or want to buy a new software tool here is my tried and proven method for making it happen. Just to make things a little more interesting each step in the process is a song title that relates somehow and that I actually like. So feel free to comment on the blog post and my taste in music if you feel like it.
Throughout this blog post I will share some key lessons learned from my own experience dealing with software vendors. This information will be highlighted in bold red text so it is easier to pick out.
It Hurts So Good – John Cougar
Nobody will agree to spend money on a tool unless there is some problem putting the hurt on your business (lost revenue, productivity impact, customer satisfaction, etc…). Find and document a tangible problem. Preferably an issue with a business/mission critical application like your e-commerce platform, online trading, payment gateway, risk calculation, settlement system, etc… Find some application or service that is impacting your business in a meaningful way due to poor performance and/or downtime and document the following:
- Number of issues and severity level
- Mean Time To Repair (MTTR – usually the average amount of time from first impact to problem resolution)
- Quantifiable measure of impact on business (dollars lost per minute, potential customers lost, trades lost per minute, etc…)
- Average number of employees involved in troubleshooting each issue
- Root cause of each incident
You will use this data in your evaluation document and your business justification down the road.
The World I Know – Collective Soul
“So I walk up on high / And I step to the edge / To see my world below” If you haven’t already done it, you need to take inventory of what you already own and document your findings. You will use this information for years to come as long as you keep it up to date.
- What tools exist and what category should they be put in? (Database Monitoring, Network Monitoring, OS Monitoring, Desktop Monitoring, etc…)
- How many licenses do we have and are the current?
- What are they good at?
- What are they not good at?
- What would be classified as an APM tool?
- If I already have an APM tool why is it not being used properly?
- Put labels on your existing tools and understand what they do!
Down in a Hole – Alice In Chains
Now that you have the overall landscape of your monitoring ecosystem laid out you need to see if there are any gaping holes. AppDynamics is an APM company so we suggest you compare your existing tools to the Gartner definition of APM to see what you might be missing. Here it is paraphrased in my own words:
- End User Experience Monitoring: Measuring the response time of your application all the way to the end user. It’s not good enough to just understand how fast your application runs within the confines of the data center(s).
- Application Topology Mapping: Automatic detection and display of all components involved in the delivery of your application. You need to know what application components are in use at any given time, but especially when there is an issue impacting your users.
- Business Transaction Profiling: Detecting and measuring the response time of all application component activity initiated by a single user request. This is not the same as measuring the response time of a web page!!!
- Deep Application Diagnostics: Detecting and measuring the run time code execution within your application containers. If your current or prospective solution does not load into the application container you will NOT have this important capability.
- Analytics: Intelligence applied to data which provides you with actionable information. This is not the same as reporting and analytics can (and should) be a key differentiator between competing solutions.
You can do this same type of gap analysis for other types of monitoring but you will need to figure out the main aspects of each type for yourself (sorry).
So What’cha Want – The Beastie Boys
So lets assume that you need an APM solution to fill that large void in your monitoring capabilities and to solve that pesky problem which has been lingering for the past 6 months. You know which problem I’m referring to, it’s the one that crops up for a few hours every other week, it wreaks havoc on your business, then it magically disappears after half of your IT staff is on a massive conference call trying to figure out what’s going on. It’s the problem that your boss has to answer for in the daily update calls and can never explain. It’s the problem that will eventually get someone fired or “re-organized” and if you can fix it you will be a hero or a rockstar (you get to choose which term you prefer since you fixed the problem).
In order to pick the right APM solution (picking the wrong one can turn that rockstar potential completely upside down) you need to develop a method for comparing different solutions. First you need to narrow down the crowded list of vendors to a group of 2 or 3 at most to do a Proof Of Concept (POC). This initial narrowing of the field is usually done through feature comparisons (vendor websites), references from people you know, phone calls with vendors, phone calls with analysts (Gartner, Forrester, etc…), crystal balls, voodoo rituals, and possibly animal sacrifice.
Use your favorite spreadsheet program (I always wonder how many people don’t actually use Excel at work) and create a matrix with all of the products you might be interested in (AppDynamics should be first on the list, wink, wink) and compare each product to the level of support they have for each of your requirements. Your requirements at this point should be pretty generic as the detailed requirements are best suited for the POC phase. Here are some requirements to get you started:
- Automatic detection, naming, and monitoring of Business Transactions
- Automatic discovery and deep instrumentation of application code
- End user experience monitoring
- Analytics based alerting
- Automatic discovery and display of my application topology
- Support for my application technologies
- Support for my application architecture (cloud, monolithic, distributed, etc…)
- Open-ness of vendor (did they skirt around my questions?, did they talk in circles?)
- Many more requirements you should add…
One you have this matrix built it should be easy to narrow your choices (hopefully AppDynamics made the short list, wink, wink).
One piece of advice before moving along to the POC requirements section… Be very explicit and detailed with your questions as they apply to your environment. If you get a partial answer from a vendor or a response that is not quite what you are looking for make sure you dig deeper right away to figure out if they are blowing smoke or not. If they keep talking in circle you can be pretty sure they can’t really do what you are asking.
Little Lies – Fleetwood Mac
No, this is not the point where I tell you to start making stuff up so you can get your software purchased. This is the part where I warn you that vendors can get very “creative” with their marketing. Some vendors are worse about this than others but it can be very difficulty to wade through the enormous amounts of BS that are splattered across many vendors websites.
Remember this key principle when dealing with all vendors … Don’t trust anything a vendor tells you, make them show you in a live demo!!!
I’m not saying that vendors are evil liars, but they will give you their best answer to your questions and it might not align with the intent of your question. This has happened to me many times before and I learned the hard way that although a vendors answer was technically true, the answer was far from reality when compared with the intent of my question.
And now back to our regularly scheduled broadcast.
3 is the Magic Number – De La Soul
The POC demands it own set of much more detailed requirements. This is the time to really look under the covers at a product and see what it can do versus what you have already been told. Again, using your favorite spreadsheet tool create a new sheet for each tool in the POC. I prefer to use a weighting and grading scale to help differentiate between tools.
- Weighting: Some requirements will be more important to you than others. I use a Low, Medium, and High scale with associated values of 1, 2, and 3. This is your multiplier for the grade you give each requirement
- Grading: Some tools have better support for a requirement than others. I use a grading scale of None, Poor, Adequate, and Excellent with associated values of 0, 1, 2, and 3.
I also like to break up the POC requirements into categories. This helps keep me organized, ensures I don’t miss testing something on my list, and helps me write the analysis document at the end of the POC. Some examples of categories and requirements are shown below.
- Authentication and Authorization
- Supports Microsoft AD
- Granular Role Based Permission System
- User Interface
- Web based user interface compatible with Internet Explorer 8+
- Displays application topology without administrator or user configuration
- Deep Application Diagnostics
- Automatically discovers and instruments custom code
- Automatically traces complete call stack when performance is abnormally poor
- Automated intelligence to ensure instrumentation does not use excessive overhead
Your list should be much longer and more detailed. This requirements list is the basis of the POC and all follow up documentation so make sure it is thorough and not slanted towards a particular vendor. Think of it as your Christmas list when you were a kid, don’t be afraid to ask for things that might seem impossible but that could be really useful.
Another key lesson learned coming your way… Don’t let the vendor control the POC. You define the environment (Dev, Test, and even Prod if it can be done safely), you do the installation, you do the configuration, you do everything related to the POC. You are the one who has to use the tool after you buy it so be sure to personally do everything during the POC.
Be sure you provide the same playing field for each vendor so that your results are really comparable. Having a successful POC using a team of 5 vendor engineers versus another successful POC using just 1 engineer is comparing apples and oranges.
We Are the Champions – Queen
After you wrap up all of your POCs you should have enough data to pick a winner. Hopefully you built your spreadsheets so that they automatically add up the numbers related to all of the requirements. You will have a statistical winner based purely upon you spreadsheet data and that usually aligns with the overall feeling you have after the POC is complete but sometimes it might not. You may have a vendor/product that is statistically the winner but your gut is telling you to choose a different vendor. In this case you need to figure out exactly why you feel this way. You cannot justify vendor selection based upon a gut instinct with no explanation. Maybe one vendor was just a royal pain to deal with, maybe the solution worked well but was agonizingly painful to deploy. The key here is being able to express why your instinct is pushing you a certain direction and quantify the potential impact. Something similar to the following statement can be used as justification of your position:
“Even though Vendor X Product statistically scored highest in the evaluation there is one overriding factor that prohibits selecting them as the overall winner. Deployment and configuration of Vendor X Product is difficult and time consuming. Based upon the observed deployment and configuration time of 2 weeks for 1 application during the POC it would take approximately 19 years to configure monitoring for the 500 applications which are in scope. Deploying Vendor X Product does not make sense in our environment.”
The information you have been building throughout this entire process should be used to create an overall evaluation document. This document should have the following information at a minimum:
- Description of problem
- Description of proposed solution
- Vendors/Products evaluated
- Evaluation Criterial (Requirements)
- Evaluation Results
- Next steps
It can also be helpful to create a short (3–10 pages) presentation to accompany the evaluation document which you can use to brief management on your findings. This presentation should contain only the most important facts since you have all the detail anyone should ever want in the full evaluation document.
Another important document you can create is the business justification. The business justification cuts out all the technical details related to the product you want to purchase and gets right down to the economics of the matter. I am not going to dive deep into how to write a business justification but to help you get started you should make sure you get a ROI (Return On Investment) calculator from each vendor that participates in your POC. Vendors want to help you buy their solution and have a wealth of information available to help you build your business justification so just ask them for help if you need it. Just make sure that everything in the business justification is factually based and relevant to your business.
Lastly it is really helpful to have broad support for your initiative. Seek out people across your organization that will support your recommendation of product or who will validate the problem that you are trying to solve. If you have full support of an Application Owner whose business is being directly impacted this greatly increases your chances of success.
If you read this entire blog post please accept my gratitude! I know it was a long post but it’s a huge topic to cover. Hopefully you picked up some good information and will return for my next post about deploying the product you just worked so hard to get in the door. As always, your comments are welcome. I’d love to hear your tips for getting new solutions approved or any war stories from your vendor evaluations.
Cloud and datacenter migration innovator AppZero has joined the Microsoft Enterprise Cloud Alliance Program. AppZero is a fast, flexible way to move Windows Server applications from any source machine – physical or virtual – to any destination server, in any cloud or datacenter, using its patented container technology. AppZero’s container is also called a Virtual Application Appliance (VAA). To facilitate Microsoft Azure onboarding, AppZero has two purpose-built offerings: AppZero SP for Azure,...
Aug. 28, 2015 03:15 PM EDT
WSM International, the pioneer and leader in server migration services, has announced an agreement with WHOA.com, a leader in providing secure public, private and hybrid cloud computing services. Under terms of the agreement, WSM will provide migration services to WHOA.com customers to relocate some or all of their applications, digital assets, and other computing workloads to WHOA.com enterprise-class, secure cloud infrastructure. The migration services include detailed evaluation and planning...
Aug. 28, 2015 03:01 PM EDT
SYS-CON Events announced today that G2G3 will exhibit at SYS-CON's @DevOpsSummit Silicon Valley, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. Based on a collective appreciation for user experience, design, and technology, G2G3 is uniquely qualified and motivated to redefine how organizations and people engage in an increasingly digital world.
Aug. 28, 2015 02:15 PM EDT Reads: 400
As more and more data is generated from a variety of connected devices, the need to get insights from this data and predict future behavior and trends is increasingly essential for businesses. Real-time stream processing is needed in a variety of different industries such as Manufacturing, Oil and Gas, Automobile, Finance, Online Retail, Smart Grids, and Healthcare. Azure Stream Analytics is a fully managed distributed stream computation service that provides low latency, scalable processing of ...
Aug. 28, 2015 02:15 PM EDT Reads: 118
This Enterprise Strategy Group lab validation report of the NEC Express5800/R320 server with Intel® Xeon® processor presents the benefits of 99.999% uptime NEC fault-tolerant servers that lower overall virtualized server total cost of ownership. This report also includes survey data on the significant costs associated with system outages impacting enterprise and web applications. Click Here to Download Report Now!
Aug. 28, 2015 12:30 PM EDT
Introducing Containers & Microservices Bootcamp at @CloudExpo Silicon Valley | #Containers #Microservices
SYS-CON Events announced today the Containers & Microservices Bootcamp, being held November 3-4, 2015, in conjunction with 17th Cloud Expo, @ThingsExpo, and @DevOpsSummit at the Santa Clara Convention Center in Santa Clara, CA. This is your chance to get started with the latest technology in the industry. Combined with real-world scenarios and use cases, the Containers and Microservices Bootcamp, led by Janakiram MSV, a Microsoft Regional Director, will include presentations as well as hands-on...
Aug. 28, 2015 12:30 PM EDT
SYS-CON Events announced today that Micron Technology, Inc., a global leader in advanced semiconductor systems, will exhibit at the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. Micron’s broad portfolio of high-performance memory technologies – including DRAM, NAND and NOR Flash – is the basis for solid state drives, modules, multichip packages and other system solutions. Backed by more than 35 years of tech...
Aug. 28, 2015 12:30 PM EDT Reads: 137
SYS-CON Events announced today that Pythian, a global IT services company specializing in helping companies leverage disruptive technologies to optimize revenue-generating systems, has been named “Bronze Sponsor” of SYS-CON's 17th Cloud Expo, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. Founded in 1997, Pythian is a global IT services company that helps companies compete by adopting disruptive technologies such as cloud, Big Data, advance...
Aug. 28, 2015 12:00 PM EDT Reads: 179
SYS-CON Events announced today that HPM Networks will exhibit at the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. For 20 years, HPM Networks has been integrating technology solutions that solve complex business challenges. HPM Networks has designed solutions for both SMB and enterprise customers throughout the San Francisco Bay Area.
Aug. 28, 2015 11:15 AM EDT Reads: 802
Culture is the most important ingredient of DevOps. The challenge for most organizations is defining and communicating a vision of beneficial DevOps culture for their organizations, and then facilitating the changes needed to achieve that. Often this comes down to an ability to provide true leadership. As a CIO, are your direct reports IT managers or are they IT leaders? The hard truth is that many IT managers have risen through the ranks based on their technical skills, not their leadership ab...
Aug. 28, 2015 10:00 AM EDT Reads: 258
SYS-CON Events announced today that DataClear Inc. will exhibit at the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. The DataClear ‘BlackBox’ is the only solution that moves your PC, browsing and data out of the United States and away from prying (and spying) eyes. Its solution automatically builds you a clean, on-demand, virus free, new virtual cloud based PC outside of the United States, and wipes it clean...
Aug. 28, 2015 09:45 AM EDT Reads: 322
IBM’s Blue Box Cloud, powered by OpenStack, is now available in any of IBM’s globally integrated cloud data centers running SoftLayer infrastructure. Less than 90 days after its acquisition of Blue Box, IBM has integrated its Blue Box Cloud Dedicated private-cloud-as-a-service into its broader portfolio of OpenStack® based solutions. The announcement, made today at the OpenStack Silicon Valley event, further highlights IBM’s continued support to deliver OpenStack solutions across all cloud depl...
Aug. 28, 2015 09:45 AM EDT Reads: 143
Through WebRTC, audio and video communications are being embedded more easily than ever into applications, helping carriers, enterprises and independent software vendors deliver greater functionality to their end users. With today’s business world increasingly focused on outcomes, users’ growing calls for ease of use, and businesses craving smarter, tighter integration, what’s the next step in delivering a richer, more immersive experience? That richer, more fully integrated experience comes ab...
Aug. 28, 2015 07:30 AM EDT Reads: 543
In today's digital world, change is the one constant. Disruptive innovations like cloud, mobility, social media, and the Internet of Things have reshaped the market and set new standards in customer expectations. To remain competitive, businesses must tap the potential of emerging technologies and markets through the rapid release of new products and services. However, the rigid and siloed structures of traditional IT platforms and processes are slowing them down – resulting in lengthy delivery ...
Aug. 28, 2015 06:45 AM EDT Reads: 521
U.S. companies are desperately trying to recruit and hire skilled software engineers and developers, but there is simply not enough quality talent to go around. Tiempo Development is a nearshore software development company. Our headquarters are in AZ, but we are a pioneer and leader in outsourcing to Mexico, based on our three software development centers there. We have a proven process and we are experts at providing our customers with powerful solutions. We transform ideas into reality.
Aug. 28, 2015 04:45 AM EDT Reads: 426
In their Live Hack” presentation at 17th Cloud Expo, Stephen Coty and Paul Fletcher, Chief Security Evangelists at Alert Logic, will provide the audience with a chance to see a live demonstration of the common tools cyber attackers use to attack cloud and traditional IT systems. This “Live Hack” uses open source attack tools that are free and available for download by anybody. Attendees will learn where to find and how to operate these tools for the purpose of testing their own IT infrastructu...
Aug. 28, 2015 04:30 AM EDT Reads: 334
Any Ops team trying to support a company in today’s cloud-connected world knows that a new way of thinking is required – one just as dramatic than the shift from Ops to DevOps. The diversity of modern operations requires teams to focus their impact on breadth vs. depth. In his session at DevOps Summit, Adam Serediuk, Director of Operations at xMatters, Inc., will discuss the strategic requirements of evolving from Ops to DevOps, and why modern Operations has begun leveraging the “NoOps” approa...
Aug. 28, 2015 03:15 AM EDT Reads: 314
SYS-CON Events announced today that IceWarp will exhibit at the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. IceWarp, the leader of cloud and on-premise messaging, delivers secured email, chat, documents, conferencing and collaboration to today's mobile workforce, all in one unified interface
Aug. 28, 2015 03:00 AM EDT Reads: 341
The Internet of Things (IoT) is about the digitization of physical assets including sensors, devices, machines, gateways, and the network. It creates possibilities for significant value creation and new revenue generating business models via data democratization and ubiquitous analytics across IoT networks. The explosion of data in all forms in IoT requires a more robust and broader lens in order to enable smarter timely actions and better outcomes. Business operations become the key driver of I...
Aug. 28, 2015 12:30 AM EDT Reads: 337
Organizations from small to large are increasingly adopting cloud solutions to deliver essential business services at a much lower cost. According to cyber security experts, the frequency and severity of cyber-attacks are on the rise, causing alarm to businesses and customers across a variety of industries. To defend against exploits like these, a company must adopt a comprehensive security defense strategy that is designed for their business. In 2015, organizations such as United Airlines, Sony...
Aug. 28, 2015 12:00 AM EDT Reads: 379