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Adobe’s eCommerce Digital Transformation Journey

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Adobe’s eCommerce Digital Transformation Journey

Digital performance is a journey, not a destination. For the eCommerce team at Adobe, their journey to change the world through digital media and digital marketing includes enabling their customers to explore and purchase products anywhere, on any screen. The creative community are tough customers, so making everything work 99.99% of the time while delivering the rich, artistic experience that Adobe's fans expect doesn't make life easy for the eCommerce group. But it's a challenge they've embraced!

Adobe's Greg Thomsen, Event Management Analyst, will share the steps his team has taken to transform their eCommerce platform and processes to be more resilient and responsive. You'll hear about the cultural changes and collaboration supported by the combination of Dynatrace Synthetic Monitoring and Application Monitoring, including:

Accelerating incident management through automation
Driving business alignment with management views
Successful cloud migration

Learn about the hurdles cleared, the lessons learned and Adobe's vision for the future of their digital performance management strategy.

Published in: Technology
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Adobe’s eCommerce Digital Transformation Journey

  1. 1. Adobe's eCommerce Digital Transformation Journey Greg Thomsen Event Management Analyst, Adobe Aaron Rudger Sr. Director Product Marketing, Dynatrace
  2. 2. 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
  3. 3. © 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Adobe’s eCommerce Digital Transformation Journey Greg Thomsen | Event Management Analyst
  4. 4. © 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 Thomsen Event Management Analyst
  5. 5. © 2016 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 1. Adobe eCommerce Pre-Synthetic Monitoring 2. Synthetic Monitoring 1. Process Improvements 2. Process Automation 3. Application Performance Monitoring 1. Process Improvements 2. Deployment Lessons Learned 3. Integration with Existing Processes 4. Adobe eCommerce Monitoring Today Adobe’s eCommerce Digital Transformation Journey
  6. 6. © 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
  7. 7. © 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
  8. 8. © 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 Monitoring Within the first few months of deploying synthetics, we saw an immediate increase in our MTTD and overall detection rate. 0 10 20 30 40 50 60 70 80 90 Q1 Q2 Q3 Q4
  9. 9. © 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.
  10. 10. © 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
  11. 11. © 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 (Synthetics) ? Resolution
  12. 12. © 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 Identification (APM) Resolution 320 JVMs 70 Web Servers 3 Data Centers
  13. 13. © 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
  14. 14. © 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
  15. 15. © 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
  16. 16. © 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
  17. 17. © 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
  18. 18. © 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
  19. 19. Dynatrace and digital transformation
  20. 20. Confidential, Dynatrace LLC
  21. 21. Digital transformation is everywhere TRAVEL RETAIL TELCO AND MEDIA GOVERNMENT FINANCE CONSUMER GOODS 87% of companies think that digital transformation is a competitive opportunity Capgemini 93% of CxOs believe that digital will disrupt their business Forrester By 2020, CEOs expect 41% of revenue to be driven by digital Gartner Less than 3% of incidents are found before affecting users Gartner 51% millenniums will complain on social when user experience is bad Harris Poll 60% rate app performance as #1 expectation, ahead of features Forrester
  22. 22. Rise of the “multi-modal” enterprise
  23. 23. mobile browser network multi-geo 3rd parties cloud containers services code hosts synthetic logs business transaction applications sdn relax full-stack, broad, hyperscale IoT
  24. 24. DYNATRACE BACKBONE Servers in Tier1 data centers for operational web monitoring LAST MILE Consumer PCs with synthetic Agents covering 168 countries, thousands of local ISPs, true bandwidths and latencies PRIVATE LAST MILE PRIVATE NODE Scalable Monitoring Server deployed anywhere Dynatrace Portal Manage everything from your Browser EDGE CLOUD DATA CENTER Dynatrace Recorder & Web Recorder Purpose-built scripting, power and ease MOBILE Synthetic Agents connected to real 3G/4G mobile carrier networks SSL Configuration, Scheduling & Data Collection Monitored Web Requests SSL Mobile App Stay connected wherever you are Lightweight Software Agent installed anywhere Dynatrace Advanced Synthetic
  25. 25. 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 business Eliminate the performance blind spot Drive smart and fast and remediation End-to-end digital experience management PERFORMANCE END USER PERSPECTIVE
  26. 26. Q&A Please send your questions to us by submitting them in your GoTo Webinar Questions pane. Thank You
  27. 27. Confidential, Dynatrace LLC Connect with us! Participate in our Forum : community.dynatrace.com Like us on Facebook : facebook.com/dynatrace Follow us on LinkedIn : linkedin.com/company/dynatrace Follow us on Twitter : twitter.com/dynatrace Watch our Videos & Demos : youtube.com/dynatrace Read our Blog : application-performance-blog.com

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