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Andrew Lofthouse
IT Senior Analyst –
Ecommerce & Middleware,
Virgin Money
#Perform2018
Dynatrace &
Virgin Money
The Team
Islam Noor
IT Operations Team Leader
Andrew Lofthouse
Senior IT Analyst
14/02/2018 4
14/02/2018 5
Time poor
Complex environment
Reactive to issues
Blind spots
Alert storms
Today’s challenges
14/02/2018 6
confidential
Dynatrace Journey – From Synthetic to Full Stack
confidential
• Smartscape - vertical and horizontal
topology.
• Understand which services, hosts or
processes are talking to each other
• Understand the services, processes and
hosts are providing the application, directly
or indirectly
• No configuration and easy deployment!
• Nodes highlight red if in a current problem
• Quick drill down to the desired component
Why Dynatrace – first impressions
confidential
Quick time to value
Problem
• Not repeatable in Test and cannot be
troubleshooted with current tooling
• After months of investigation and customers
being impacted, the root-cause of the issue
cannot be found
Impact
• Issue causes severe slow downs for the users
and timeouts, eventually needing a manual
failover to the DR site
• Operations team mislead by current alerting on
their investigation path
Consequences
• Poor customer experience drive
poor conversion rates
Recurring issue
for months
479 hours
lost in War-room
up to today.
6 Virgin Money teams
and one 3rd party were
involved
Happening
more frequently
Has cost so far
£23,950
Brand reputation
impacted by bad tweets
First 2 weeks - Incidents & Alerting
Foglight Alerts - 128
• 61% of them were false alerts
• 39% of them were genuine issues.
• Out of that 39%, half of them were duplicate alerts
• Only 26 were real after duplicates/false etc taken out
Dynatrace Problem Resolution - 100
• 42% said problem resolved.
• Leaving 58% which were genuine
• 100% accurate!
Noise caused by poor alerting + poor troubleshooting + no Rootcause analysis
= 479 hours of investigation.
First value we saw
• Database CPU everynight
between 8 and 9pm
• Peak login times
• Couldn’t see this issue prior
Response time slow down
Improving collaboration across teams with shared metrics
What’s next for Virgin Money
14/02/2018 17

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Virgin Money: Virgin Money's quest for digital performance perfection

  • 1. Andrew Lofthouse IT Senior Analyst – Ecommerce & Middleware, Virgin Money #Perform2018
  • 3. The Team Islam Noor IT Operations Team Leader Andrew Lofthouse Senior IT Analyst
  • 6. Time poor Complex environment Reactive to issues Blind spots Alert storms Today’s challenges 14/02/2018 6
  • 7. confidential Dynatrace Journey – From Synthetic to Full Stack
  • 8. confidential • Smartscape - vertical and horizontal topology. • Understand which services, hosts or processes are talking to each other • Understand the services, processes and hosts are providing the application, directly or indirectly • No configuration and easy deployment! • Nodes highlight red if in a current problem • Quick drill down to the desired component Why Dynatrace – first impressions
  • 9. confidential Quick time to value Problem • Not repeatable in Test and cannot be troubleshooted with current tooling • After months of investigation and customers being impacted, the root-cause of the issue cannot be found Impact • Issue causes severe slow downs for the users and timeouts, eventually needing a manual failover to the DR site • Operations team mislead by current alerting on their investigation path Consequences • Poor customer experience drive poor conversion rates Recurring issue for months 479 hours lost in War-room up to today. 6 Virgin Money teams and one 3rd party were involved Happening more frequently Has cost so far £23,950 Brand reputation impacted by bad tweets
  • 10. First 2 weeks - Incidents & Alerting Foglight Alerts - 128 • 61% of them were false alerts • 39% of them were genuine issues. • Out of that 39%, half of them were duplicate alerts • Only 26 were real after duplicates/false etc taken out Dynatrace Problem Resolution - 100 • 42% said problem resolved. • Leaving 58% which were genuine • 100% accurate! Noise caused by poor alerting + poor troubleshooting + no Rootcause analysis = 479 hours of investigation.
  • 11. First value we saw • Database CPU everynight between 8 and 9pm • Peak login times • Couldn’t see this issue prior Response time slow down
  • 12.
  • 13. Improving collaboration across teams with shared metrics
  • 14.
  • 15.
  • 16.
  • 17. What’s next for Virgin Money 14/02/2018 17