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Application Performance
Management Services
Jean Critcher
Head of Infrastructure & Performance Management Services
Orange ...
2
3 France Telecom Group restricted
Agenda
 about Orange Business Services
 Orange & Compuware partnership
 Orange journe...
who is Orange Business
Services?
5 France Telecom Group restricted
Orange UK
6 France Telecom Group restricted
Everything Everywhere
7 France Telecom Group restricted
8 France Telecom Group restricted
this is Orange Business Services
9
Orange Business Services provides communications
services to companies of all sizes in France
and to multinationals thro...
10
….spanning five continents
Asia Pacific
3,458 employees
(16%)
South America
613 employees (3%)
France
11,135 employees
...
11
professional services
industry solutions
cross-industrysolutions
health
transport
finance
advanced
communications
and c...
12 France Telecom Group restricted
realizing service excellence
underpinned by security & performance management
Frost & S...
13 France Telecom Group restricted
Customer Value Compuware technical differentiators are enablers
Holistic view of
applic...
14
Orange’s journey
from NPM to APM services
1999
Application
Performance
Analysis
with
Packeteer
2001
Application
visibil...
15
APM raises some key questions.....
how do I
interpret the
initial study
outputs?
where does
APM fit in the
application
...
16 France Telecom Group restricted
16
Business Service Management
Present unified dashboards & reports for the correlation...
17
which APM service is right for my needs?
point-in-time studies
 Rationalize perceptions and design KPIs
for a specific...
18
APM consulting service catalogue & solutions
from the initial study interpretation and beyond
resolve
application
“pain...
19 France Telecom Group restricted
Orange APM managed services
Internet & on-premise APM solutions
Overview APM solution t...
20 France Telecom Group restricted
how can you get value from the tool?
managed dashboards
Interpretation
Aligned APM
Cons...
21 France Telecom Group restricted
making the information actionable
proactive application monitoring
End
User
Exp.
Transa...
22 France Telecom Group restricted
Compuware Maturity Model & Pain Identification
A Vehicle for Identifying Pain – the APM...
case studies
24 France Telecom Group restricted
Our History
 Compuware
AppVantage Customer
since 2001
 Upgraded to DC RUM
v12 in 2012...
Orange AANPM services for Swiss multi-national
21,000+ users
world wide
Services delivered
 L1-L3 Platform
management
 M...
26 France Telecom Group restricted
Integrate APM into
IT services
 Maximise advantages
 Proactive
 Ensure regular use
...
27 France Telecom Group restricted
Our credentials
 Managed Bluecoat services since 1999 with over 25,000 installed
base
...
thank you
© Copyright, Orange 2013. All rights reserved.
Content shall not be reproduced or published in whole or in part,...
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APM Performance Day 2013 - How Orange Business Services optimise critical application performance for customers through APMaaS

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This presentation shows Orange Business Services and their journey from Network Performance Management to Application Performance Management (APM) leveraging their partnership with Compuware for both their internal and customer needs from APM Performance Day 2013, London.

Published in: Technology, Business

Transcript of "APM Performance Day 2013 - How Orange Business Services optimise critical application performance for customers through APMaaS"

  1. 1. Application Performance Management Services Jean Critcher Head of Infrastructure & Performance Management Services Orange Business Services 4 July 2013
  2. 2. 2
  3. 3. 3 France Telecom Group restricted Agenda  about Orange Business Services  Orange & Compuware partnership  Orange journey to APM  what to consider when using APM  Orange APM services  case studies  key take-ways
  4. 4. who is Orange Business Services?
  5. 5. 5 France Telecom Group restricted Orange UK
  6. 6. 6 France Telecom Group restricted Everything Everywhere
  7. 7. 7 France Telecom Group restricted
  8. 8. 8 France Telecom Group restricted this is Orange Business Services
  9. 9. 9 Orange Business Services provides communications services to companies of all sizes in France and to multinationals throughout the world € 7.1 billion euros* in turnover in 2012 *enterprises more than 21,600 employees dedicated to business services more than 2 million business clients, SMBs and companies in France more than 3,000 multinational clients who is Orange Business Services?
  10. 10. 10 ….spanning five continents Asia Pacific 3,458 employees (16%) South America 613 employees (3%) France 11,135 employees (51%) Europe, Middle East, Africa 4,290 employees (20%) North America 1,275 employees (6%) Russia 871 employees (4%)
  11. 11. 11 professional services industry solutions cross-industrysolutions health transport finance advanced communications and collaboration customer contact networks mobility IT solutions security Orange Business Services meets companies' expectations...
  12. 12. 12 France Telecom Group restricted realizing service excellence underpinned by security & performance management Frost & Sullivan  leader Data Communicatio ns Service Provider of the Year IDC  leader African global services market World Communication Awards 2012  best Global Operator  best Cloud Service  user’s Choice ISO certifications and ISAE standards  ISO 20000 service management  ISO 9001 quality management  ISO 27001 security management system  ISO 14001 environmental management  ISAE 3402 Type II Service Organization Assurance for Data Centers
  13. 13. 13 France Telecom Group restricted Customer Value Compuware technical differentiators are enablers Holistic view of applications & infrastructure An application centric approach. Widest coverage of application types & architectures, which enables a broad coverage of solution requirements Faster Apps, Time to Market, MTTR Software is designed top-down & bottom-up to ‘automate’ fault domain isolation and root cause analysis which in turn enables Orange to act proactively and quickly on behalf of the customer Business context, meaningful reports & dashboards Analysis & reporting is centralized for all instrumentation Customized reporting & dashboards Optional business intelligence data aggregation & correlation Multi-aspect views providing information to all stakeholders Only Lifecycle-Oriented APM platform Integrated products for ease of use Eagle-eye views with capability for code-level deep-dive analysis Strategic partnership Software based solutions are fully complementary with Orange infrastructure services & aligned to Orange performance management strategies why Orange partners with Compuware
  14. 14. 14 Orange’s journey from NPM to APM services 1999 Application Performance Analysis with Packeteer 2001 Application visibility with Compuware Vantage suite 2005 2008 2012 2013 Application & Network Readiness with Compuware and OPNET 2006 Network Acceleratio n with Riverbed Network- based application SLAs with Ipanema internal use of Compuware APM Services & Consulting catalogue with Compuware more than 35k installed base: Bluecoat (25k), Riverbed (>7k) and Ipanema (>3k) more than 300 customers using our NPM, APM and consulting services Riverbed global partner of the year award: 2010, 2011, 2012
  15. 15. 15 APM raises some key questions..... how do I interpret the initial study outputs? where does APM fit in the application lifecycle management? how do I realize the full value of an APM tool? how do I know what APM service is right for me?
  16. 16. 16 France Telecom Group restricted 16 Business Service Management Present unified dashboards & reports for the correlation of EUE, ITSM & business performance metrics in order to support prioritization & semi-automation of restoration and investment decision making. End User Experience monitoring Optimize the delivery of applications to end-users by measuring, monitoring & reporting on the end-user experience for applications delivered privately or publically over the Internet. End-to-End performance management Correlate end-user experience with the performance & availability of all transactions in all architecture tiers for complete visibility of the application delivery chain. WAN Optimization Mitigate the effects of latency and bandwidth constraints to improve application response-times and reduce data volumes on the WAN. WAN Governance Catalogue, classify & profile network traffic in context of application & business operations as part of a performance management strategy to prioritize sensitive applications and services and define capacity requirements based on performance criteria. Application Performance Consultancy (APC) services Catalogue of Consulting service modules to support all aspects of the application & network lifecycle related to performance management, including technology validation proof of concepts, audit & pre-deployment modelling. Orange performance management portfolio NetResolve
  17. 17. 17 which APM service is right for my needs? point-in-time studies  Rationalize perceptions and design KPIs for a specific application;  Provide tangible evidence to support decision making to solve a specific problem (if it can be replicated);  Advise change and transformation projects with pre-deployment modeling to identify performance risks and specify design parameters. real-time monitoring  Detect service degradation and measure the business impact in real-time to provide early warning & priority for operational activities;  Isolate the cause of performance events and notify the correct resolver groups;  Investigate historical events to support problem diagnosis;  Measure the actual application profile and performance trends over business and operational cycles. CONSULTING SERVICES APM SOLUTIONS
  18. 18. 18 APM consulting service catalogue & solutions from the initial study interpretation and beyond resolve application “pains” application problem management define catalogue of services align bandwidth between app and network server, application and data center consolidation impact by IT infrastructure change Validate APM and WAN Optimization vendor solution definition study workshop application and network capacity planning application consolidation application availability planning vendor selection assessment Application Performance Management solution WAN optimization / acceleration solution performance model  WAN optimization strategy / application SLA validation  infrastructure consolidation  ITIL-based service management mapping business process to application business benchmark Application & Network Readiness, PoCs, Triage & Pre-deployment Assessments
  19. 19. 19 France Telecom Group restricted Orange APM managed services Internet & on-premise APM solutions Overview APM solution type Key benefits Network Performance Management Visibility of application network traffic and associated TCP/IP performance metrics & bandwidth capacity monitoring AANPM Right-size network capacity End User Experience light Monitoring of the end-user experience for critical applications to proactively detect & isolate business impacting IT & network performance events Real OR Synthetic Improve end-user satisfaction & productivity End User Experience Extended Monitoring of the end-user experience for critical applications & set service levels to provide early warning for service quality degradation Real AND Synthetic + Set expectations for IT service quality End to End As per EUE extended & rapid fault domain isolation of application tiers to provide end- to-end SLAs All & integration with up/down-stream tools & systems + Improve business performance & right-size IT
  20. 20. 20 France Telecom Group restricted how can you get value from the tool? managed dashboards Interpretation Aligned APM Consultants provides periodic capacity, performance & SLM reports for trending & proactive recommendations Baseline & Alarm Calibration Monitor for changes in application characteristics & operational activity to calibrate alarms Data Reliability Routine maintenance of synthetic agents & data quality Customized Dashboards Provide expert APM advice to Customer application owners & operations to configure customized dashboards
  21. 21. 21 France Telecom Group restricted making the information actionable proactive application monitoring End User Exp. Transaction response-time Application availability Application reliability DETECT CHANGE SANITIZE Investigate alarms for false positives or known changes ISOLATE FAULT DOMAIN Localize cause of perform- ance event & determine domain respons- ibility REPORT & ASSIGN Notify customer resolver group, or raise proactive network ticket t0 t0+SLO AVAILABILIT Y Uptime, errors PERF. Volumes, Time, Network/Serv er delay USAGE Affected users, o/s, client/browser Application service restoration
  22. 22. 22 France Telecom Group restricted Compuware Maturity Model & Pain Identification A Vehicle for Identifying Pain – the APM Performance Journey L E V E L 4 P E R V A S I V E • Active management of the application delivery chain • Real-time visibility used to orchestrate service delivery • Leverage “collective intelligence” across the internet L E V E L 3 O P T I M I S E D • Broad EUE visibility and deep dive diagnostics across app delivery chain • Automation of problem analysis and diagnosis • Initiatives prioritised based on business impact with deep root cause insight L E V E L 2 E F F E C T I V E • EUE & transaction visibility across the app delivery chain • Accelerated problem resolution via deep-dive diagnostics • Problems prioritised by business impact L E V E L 1 A W A R E • Basic awareness of EUE app performance • Can identify problems, but root-cause analysis takes too long • Performance baselined and trends tracked L E V E L 0 R E A C T I V E • Limited awareness of end-user experience (EUE) app performance • Reactive problem resolution and frequent war rooms • Technology-centric, element-level visibility EUE Visibility Prioritise by Business Impact Optimise App & IT Performance Business Agility and Competitive Edge
  23. 23. case studies
  24. 24. 24 France Telecom Group restricted Our History  Compuware AppVantage Customer since 2001  Upgraded to DC RUM v12 in 2012 Use cases  Network Services provisioning application (SAP)  Time management application (Oracle) Return on Investment  More application changes per month  Reduced end-user recording times by 70%  Improved IT reputation
  25. 25. Orange AANPM services for Swiss multi-national 21,000+ users world wide Services delivered  L1-L3 Platform management  Monitoring for critical applications since 3 years  Network performance & capacity reporting  Change & Configuration management  Technical advise & training Why Orange?  Integrated into WAN service management  Consulting expertise  Global in-country presence underpinning availability SLAs  Fully managed service  OPEX based pricing results and benefits  Reduced war room scenarios by 90%  Accelerated network consolidation project by 6 months  Consulting CSATs 10/10  Enabled customer to focus on data mining (rather than tool maintenance) 254 locations 9 customer teams 11 business critical applications 407 netflow agents
  26. 26. 26 France Telecom Group restricted Integrate APM into IT services  Maximise advantages  Proactive  Ensure regular use  Ensure data accuracy It’s a journey  Define APM solutions to meet clear business objectives  Partner with your service provider for full transparency Managed Services  Focus on core business  Accelerate incident management  Manage the cost of APM key take aways
  27. 27. 27 France Telecom Group restricted Our credentials  Managed Bluecoat services since 1999 with over 25,000 installed base  Compuware partner since 2001  Application Performance Consulting practice since 2003  OPNET partner since 2005  Riverbed global partner of the year 2010, 2011 & 2012  Managing over 7,000 Riverbed Steelheads for 150 customers  Global practice of 151 performance & security consultants  Flexible, secure & integrated managed services solutions Jean Critcher Head of APM services Tel: +32 495 38 96 38 E: jean.critcher@orange.com Richard Fisher Managing Consultant Tel: +44 7966 861 517 E: richard.fisher@orange.com
  28. 28. thank you © Copyright, Orange 2013. All rights reserved. Content shall not be reproduced or published in whole or in part, without the prior written permission of Orange. Many of the products, services, and company names referred to in this document are registered trademarks. They are all hereby acknowledged.

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