|By Andreas Grabner||
|December 3, 2012 07:30 AM EST||
Swarovski - the leading producer of cut crystal in the world - relies on its eCommerce store as much like other companies in the highly competitive eCommerce environment. Swarovski's story is no different from others in this space: They started with "Let's build a website to sell our products online" a couple of years ago and quickly progressed to "We sell to 60 million annual visitors across 23 countries in six languages." There were bumps along the road and they realized that it takes more than just a bunch of servers and tools to keep the site running.
Why APM and why you don't just need a tool
Swarovski relies on Intershop's eCommerce platform and faced several challenges as they rapidly grew. Their challenges required them to apply Application Performance Management (APM) practices to ensure they could fulfill the business requirements to keep pace with customer growth while maintaining an excellent user experience. The most insightful comment I heard was from René Neubacher, Senior eBusiness Technology Consultant at Swarovski: "APM is not just about software. APM is a culture, a mindset and a set of business processes. APM software supports that."
René recently discussed their Journey to APM, what their initial problems were and what requirements they ended up having on APM and the tools they needed to support their APM strategy. By now they reached the next level of maturity by establishing a Performance Center of Excellence. This allows them to tackle application performance proactively throughout the organization instead of putting out fires reactively in production.
This article describes the challenges they faced, the questions that arose and the new generation APM requirements that paved the way forward in their performance journey:
Swarvoski had traditional system monitoring in place on all their systems across their delivery chain including web servers, application servers, SAP, database servers, external systems and the network. Knowing that each individual component is up and running 99.99% of the time is great but no longer sufficient. How might these individual component outages impact the user experience of their online shoppers? Who is actually responsible for the end user experience and how should you monitor the complete delivery chain and not just the individual components? These and other questions came up when the eCommerce site attracted more customers which was quickly followed by more complaints about their user experience:
APM includes getting a holistic view of the complete delivery chain and requires someone to be responsible for end user experience.
Questions that had no answers
In addition to "Who is responsible in case users complain?" the other questions that needed to be urgently addressed included:
- How often is the service desk called before IT knows that there is a problem?
- How much time is spent in searching for system errors versus building new features?
- Do we have a process to find the root-cause when a customer reports a problem?
- How do we visualize our services from the customer‘s point of view?
- How much revenue, brand image and productivity are at risk or lost while IT is searching for the problem?
- What to do when someone says "it‘s slow"?
The Ten Requirements
These unanswered questions triggered the need to move away from traditional system monitoring and develop the requirements for new generation APM and user experience management.
1: Support State-of-the-Art Architecture
Based on their current system architecture it was clear that Swarovski needed an approach that was able to work in their architecture, now and in the future. The rise of more interactive Web 2.0 and mobile applications had to be factored in to allow monitoring end users from many different devices and regardless of whether they used a web application or mobile native application as their access point.
Transactions need to be followed from the browser all the way back to the database. It is important to support distributed transactions. This approach also helps to spot architectural and deployment problems immediately
2: 100% transactions and clicks - No Averages
Based on their experience, Swarovski knew that looking at average values or sampled data would not be helpful when customers complained about bad performance. Responding to a customer complaint with "Our average user has no problem right now - sorry for your inconvenience" is not what you want your helpdesk engineers to use as a standard phrase. Averages or sampling also hides the real problems you have in your system. Check out the blog post Why Averages Suck by Michael Kopp for more detail.
Measuring end user performance of every customer interaction allows for quick identification of regional problems with CDNs, Third Parties or Latency.
Having 100% user interactions and transactions available makes it easy to identify the root cause for individual users
3: Business Visibility
As the business had a growing interest in the success of the eCommerce platform, IT had to demonstrate to the business what it took to fulfill their requirements and how business requirements are impacted by the availability or the lack of investment in the application delivery chain.
Correlating the number of Visits with Performance on incoming Orders illustrates the measurable impact of performance on revenue and what it takes to support business requirements.
4: Impact of 3rd Parties and CDNs
It was important to not only track transactions involving their own Data Center but all user interactions with their web site - even those delivered through CDNs or third parties. All of these interactions make up the user experience and therefore all of it needs to be analyzed.
Seeing the actual load impact of third-party components or content delivered from CDNs enables IT to pinpoint user experience problems that originate outside their own data center.
5: Across the life cycle - supporting collaboration and tearing down silos
The APM initiative was started because Swarovski reacted to problems happening in production. Fixing these problems in production is only the first step. Their ultimate goal is to become pro-active by finding and fixing problems in development or testing-before they spill over into production. Instead of relying on different sets of tools with different capabilities, the requirement is to use one single solution that is designed to be used across the application lifecycle (Developer Workstation, Continuous Integration, Testing, Staging and Production). It will make it easier to share application performance data between lifecycle stages allowing individuals to not only easily look at data from other stages but also compare data to verify impact and behavior of code changes between version updates.
Continuously catching regressions in Development by analyzing unit and performance tests allows application teams to become more proactive.
Pinpointing integration and scalability issues, continuously, in acceptance and load testing makes testing more efficient and prevents problems from reaching production.
6: Down to the source code
In order to speed up problem resolution Swarovski's operations and development teams require as much code-level insight as possible - not only for their own engineers who are extending the Intershop eCommerce Platform but also for Intershop to improve their product. Knowing what part of the application code is not performing well with which input parameters or under which specific load on the system eliminates tedious reproduction of the problem. The requirement is to lower the Mean Time To Repair (MTTR) from as much as several days down to only a couple of hours.
The SAP Connector turned out to have a performance problem. This method-level detailed information was captured without changing any code.
7: Zero/Acceptable overhead
"Who are we kidding? There is nothing like zero overhead especially when you need 100% coverage!" - Just the words from René when you explained that requirement. And he is right: once you start collecting information from a production system you add a certain amount of overhead. A better term for this would be "imperceptible overhead" - overhead that's so small, you don't notice it.
What is the exact number? It depends on your business and your users. The number should be worked out from the impact on the end user experience, rather than additional CPU, memory or network bandwidth required in the data center. Swarovski knew they had to achieve less than 2% overhead on page load times in production, as anything more would have hurt their business; and that's what they achieved.
8: Centralized data collection and administration
Running a distributed eCommerce application that gets potentially extended to additional geographical locations requires an APM system with a centralized data collection and administration option. It is not feasible to collect different types of performance information from different systems, servers or even data centers. It would either require multiple different analysis tools or data transformation to a single format to use it for proper analysis.
Instead of this approach, a single unified APM system was required by Swarovski. Central administration is equally important as they need to eliminate the need to rely on remote IT administrators to make changes to the monitored system, for example, simple tasks such as changing the level of captured data or upgrading to a new version.
By storing and accessing performance data from a single, centralized repository, enables fast and powerful analytic and visualization. For example, system metrics such as CPU utilization can be correlated with end-user response time or database execution time - all displayed on one single dashboard.
9: Auto-Adapting Instrumentation without digging through code
As the majority of the application code is not developed in-house but provided by Intershop, it is mandatory to get insight into the application without doing any manual code changes. The APM system must auto-adapt to changes so that no manual configuration change is necessary when a new version of the application is deployed.
This means Swarovski can focus on making their applications positively contribute to business outcomes; rather than spend time maintaining IT systems.
10: Ability to extend
Their application is an always growing an ever-changing IT environment. Where everything might have been deployed on physical boxes it might be moved to virtualized environments or even into a public cloud environment.
Whatever the extension may be - the APM solution must be able to adapt to these changes and also be extensible to consume new types of data sources, e.g., performance metrics from Amazon Cloud Services or VMware, Cassandra or other Big Data Solutions or even extend to legacy Mainframe applications and then bring these metrics into the centralized data repository and provide new insights into the application's performance.
Extending the application monitoring capabilities to Amazon EC2, Microsoft Windows Azure, a public or private cloud enables the analysis of the performance impact of these virtualized environments on end user experience.
The Solution and the Way Forward
Needless to say that Swarovski took the first step in implementing APM as a new process and mindset in their organization. They are now in the next phase of implementing a Performance Center of Excellence. This allows them moving from Reactive Performance Troubleshooting to Proactive Performance Prevention.
Stay tuned for more blog posts on the Performance Center of Excellence and how you can build one in your own organization. The key message is that it is not about just using a bunch of tools. It is about living and breathing performance throughout the organization. If you are interested in this check out the blogs by Steve Wilson: Proactive vs Reactive: How to prevent problems instead of fixing them faster and Performance in Development is the Chief Cornerstone.
DevOps Summit 2015 New York, co-located with the 16th International Cloud Expo - to be held June 9-11, 2015, at the Javits Center in New York City, NY - announces that it is now accepting Keynote Proposals. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait for long development cycles that produce software that is obsolete...
Dec. 18, 2014 11:15 AM EST Reads: 663
“We help people build clusters, in the classical sense of the cluster. We help people put a full stack on top of every single one of those machines. We do the full bare metal install," explained Greg Bruno, Vice President of Engineering and co-founder of StackIQ, in this SYS-CON.tv interview at 15th Cloud Expo, held Nov 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
Dec. 18, 2014 11:15 AM EST Reads: 213
SYS-CON Events announced today that Windstream, a leading provider of advanced network and cloud communications, has been named “Silver Sponsor” of SYS-CON's 16th International Cloud Expo®, which will take place on June 9–11, 2015, at the Javits Center in New York, NY. Windstream (Nasdaq: WIN), a FORTUNE 500 and S&P 500 company, is a leading provider of advanced network communications, including cloud computing and managed services, to businesses nationwide. The company also offers broadband, p...
Dec. 18, 2014 11:00 AM EST Reads: 2,565
The cloud is becoming the de-facto way for enterprises to leverage common infrastructure while innovating and one of the biggest obstacles facing public cloud computing is security. In his session at 15th Cloud Expo, Jeff Aliber, a global marketing executive at Verizon, discussed how the best place for web security is in the cloud. Benefits include: Functions as the first layer of defense Easy operation –CNAME change Implement an integrated solution Best architecture for addressing network-l...
Dec. 18, 2014 11:00 AM EST Reads: 818
“In the past year we've seen a lot of stabilization of WebRTC. You can now use it in production with a far greater degree of certainty. A lot of the real developments in the past year have been in things like the data channel, which will enable a whole new type of application," explained Peter Dunkley, Technical Director at Acision, in this SYS-CON.tv interview at @ThingsExpo, held Nov 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
Dec. 18, 2014 11:00 AM EST Reads: 1,055
The major cloud platforms defy a simple, side-by-side analysis. Each of the major IaaS public-cloud platforms offers their own unique strengths and functionality. Options for on-site private cloud are diverse as well, and must be designed and deployed while taking existing legacy architecture and infrastructure into account. Then the reality is that most enterprises are embarking on a hybrid cloud strategy and programs. In this Power Panel at 15th Cloud Expo (http://www.CloudComputingExpo.com...
Dec. 18, 2014 10:30 AM EST Reads: 2,761
Verizon Enterprise Solutions is simplifying the cloud-purchasing experience for its clients, with the launch of Verizon Cloud Marketplace, a key foundational component of the company's robust ecosystem of enterprise-class technologies. The online storefront will initially feature pre-built cloud-based services from AppDynamics, Hitachi Data Systems, Juniper Networks, PfSense and Tervela. Available globally to enterprises using Verizon Cloud, Verizon Cloud Marketplace provides a one-stop shop fo...
Dec. 18, 2014 10:30 AM EST Reads: 2,231
Leysin American School is an exclusive, private boarding school located in Leysin, Switzerland. Leysin selected an OpenStack-powered, private cloud as a service to manage multiple applications and provide development environments for students across the institution. Seeking to meet rigid data sovereignty and data integrity requirements while offering flexible, on-demand cloud resources to users, Leysin identified OpenStack as the clear choice to round out the school's cloud strategy. Additional...
Dec. 18, 2014 10:30 AM EST Reads: 2,383
The Internet of Things is not new. Historically, smart businesses have used its basic concept of leveraging data to drive better decision making and have capitalized on those insights to realize additional revenue opportunities. So, what has changed to make the Internet of Things one of the hottest topics in tech? In his session at @ThingsExpo, Chris Gray, Director, Embedded and Internet of Things, discussed the underlying factors that are driving the economics of intelligent systems. Discover ...
Dec. 18, 2014 10:15 AM EST Reads: 2,542
"Our premise is Docker is not enough. That's not a bad thing - we actually love Docker. At ActiveState all our products are based on open source technology and Docker is an up-and-coming piece of open source technology," explained Bart Copeland, President & CEO of ActiveState Software, in this SYS-CON.tv interview at DevOps Summit at Cloud Expo®, held Nov 4-6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
Dec. 18, 2014 10:00 AM EST Reads: 2,357
"BSQUARE is in the business of selling software solutions for smart connected devices. It's obvious that IoT has moved from being a technology to being a fundamental part of business, and in the last 18 months people have said let's figure out how to do it and let's put some focus on it, " explained Dave Wagstaff, VP & Chief Architect, at BSQUARE Corporation, in this SYS-CON.tv interview at @ThingsExpo, held Nov 4-6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
Dec. 18, 2014 10:00 AM EST Reads: 2,181
“DevOps is really about the business. The business is under pressure today, competitively in the marketplace to respond to the expectations of the customer. The business is driving IT and the problem is that IT isn't responding fast enough," explained Mark Levy, Senior Product Marketing Manager at Serena Software, in this SYS-CON.tv interview at DevOps Summit, held Nov 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
Dec. 18, 2014 10:00 AM EST Reads: 1,442
The move in recent years to cloud computing services and architectures has added significant pace to the application development and deployment environment. When enterprise IT can spin up large computing instances in just minutes, developers can also design and deploy in small time frames that were unimaginable a few years ago. The consequent move toward lean, agile, and fast development leads to the need for the development and operations sides to work very closely together. Thus, DevOps become...
Dec. 18, 2014 10:00 AM EST Reads: 2,378
SYS-CON Events announced today that AIC, a leading provider of OEM/ODM server and storage solutions, will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. AIC is a leading provider of both standard OTS, off-the-shelf, and OEM/ODM server and storage solutions. With expert in-house design capabilities, validation, manufacturing and production, AIC's broad selection of products are highly flexible and are conf...
Dec. 18, 2014 09:45 AM EST Reads: 2,107
SYS-CON Events announced today that IDenticard will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. IDenticard™ is the security division of Brady Corp (NYSE: BRC), a $1.5 billion manufacturer of identification products. We have small-company values with the strength and stability of a major corporation. IDenticard offers local sales, support and service to our customers across the United States and Canada...
Dec. 18, 2014 09:30 AM EST Reads: 2,221
"People are a lot more knowledgeable about APIs now. There are two types of people who work with APIs - IT people who want to use APIs for something internal and the product managers who want to do something outside APIs for people to connect to them," explained Roberto Medrano, Executive Vice President at SOA Software, in this SYS-CON.tv interview at Cloud Expo, held Nov 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
Dec. 18, 2014 09:00 AM EST Reads: 1,915
“We are a managed services company. We have taken the key aspects of the cloud and the purposed data center and merged the two together and launched the Purposed Cloud about 18–24 months ago," explained Chetan Patwardhan, CEO of Stratogent, in this SYS-CON.tv interview at 15th Cloud Expo, held Nov 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
Dec. 18, 2014 09:00 AM EST Reads: 1,777
Mobile commerce traffic is surpassing desktop, yet less than 20% of sales in the U.S. are mobile commerce sales. In his session at 15th Cloud Expo, Dan Franklin, Segment Manager, Commerce, at Verizon Digital Media Services, defined mobile devices and discussed how next generation means simplification. It means taking your digital content and turning it into instantly gratifying experiences.
Dec. 18, 2014 09:00 AM EST Reads: 1,439
The Internet of Things is a misnomer. That implies that everything is on the Internet, and that simply should not be - especially for things that are blurring the line between medical devices that stimulate like a pacemaker and quantified self-sensors like a pedometer or pulse tracker. The mesh of things that we manage must be segmented into zones of trust for sensing data, transmitting data, receiving command and control administrative changes, and peer-to-peer mesh messaging. In his session a...
Dec. 17, 2014 11:15 PM EST Reads: 2,000