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Agile, DevOps, Engineering transformation
and the role of AppDynamics.
Andrew Kretschmer
Head of Multi Channel Development...
1,221
Branches
8,800
ATMs
Operations in 20
Countries
Est. 154
years ago
14,9 million
Retail
Customers
Over 44 000
Staff
A ...
Vision & Strategy
Our vision is to be the leading financial services organisation in,
for and across Africa, delivering ex...
“DevOps is Impossible in a Big Bank”
OHI (Climate
& Culture) –
3rd quartile
!!
Create an environment where people can collaborate and innovate
Engineering Culture
Innovative Engineering Practices
Omni-Channel Architecture
Digital Strategy
Digital Strategy
Unified Customer Experience
Mobile, Web, USSD, IVR, ATM, POS & Branch
Some History
The Challenges
26 February 2015 Mobile Banking app was down for the whole day!
The Status Quo
If you had an outage then…
1. Invited to the crisis room
2. No access to production
3. No access to the too...
The Fallout
The Challenges
• 27 February 2015 Meeting Group CIO to explain what happened
• No RCA
• Dev’s treated as Secon...
The Journey To a Solution
Discovery
• We tried to use existing tools…
• Looked at alternatives
• Convince the right people
The Journey To a Solution
7 Key Requirements
1. Always running in production
2. Easy to deploy and use
3. “I do not want t...
How can we remove
impediments and deliver
quality software to our
customers?
•
Rest of Africa
Nigeria – Internet Banking
• Performance issues
• Login takes 30 Seconds
• Slow responses in services lay...
•
South Africa
USSD
• Project that has been running for 2 years
• Complex stack – so many layers…
• Performance issues eve...
You can prevent outages
and reduce the time to fix
production issues…
•MTBF – We can prevent bad customer experience
South Africa – Mobile Banking
• Alert was triggered that the error rate was...
•MTBF – We can prevent bad customer experience
South Africa – Mobile Banking
• Identified that it was only one node
• Isol...
•MTTR – We can solve problems… quicker
• April 2016 outage is reported on Internet Banking
• 5 minutes into the outage we ...
•MTTR – We can solve problems… quicker
• Alert triggered due to slow responses for transaction logging
• Not impacting cus...
Enable feature teams to do
dev and ops
• Visibility on errors and exceptions
• Metrics on how code is performing
• I did not know the code was doing that… in pro...
Dev and Ops in a feature team is possible
Learnings from Standard Bank
TIPS
Automate
Automate as much you can
• Recipes to install Agents (App & Machine)
• Recipes to install and configure the contr...
The right people
AppDynamics in the right hands…
• Allow devs and ops team to deploy the agents
• Do not centralise the de...
Ready for the storm?
Once people see AppDynamics they want it
• Make sure you can manage the demand
• In tough economic co...
DevOps & AppDynamics in a Complex Banking Environment.
Questions?
“They call it Africa,
we call it home.”
Please give us your feedback—Session B20858
• Complete the online survey you'll receive via
email later today or via text ...
Thank you
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Standard Bank: Agile, DevOps, Engineering Transformation and the Role of AppDynamics - AppSphere16

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Standard Bank's goal is to be the leading financial services organization in, for, and across Africa. We are investing heavily in a global digital strategy oriented around omni-channel capability delivered through self-service channels.

This strategy requires that we frequently deliver new functionality to customers across countries, channels, and business domains. To support this we must adopt sound engineering practices such as DevOps, test-driven development, and Agile.

In this session, we will highlight some of the key Agile engineering practices that support the journey and the role that AppDynamics has played in enabling these practices.

Key takeaways:
o How AppDynamics unblocks delivery and help to deliver quality software to our customers
o AppDynamics as a DevOps enabler, helping bridge the gap between operations and development
o Scenarios in which AppDynamics has prevented outages and reduced the amount of time it would take to restore service

For more information, go to: www.appdynamics.com

Published in: Software
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Standard Bank: Agile, DevOps, Engineering Transformation and the Role of AppDynamics - AppSphere16

  1. 1. Agile, DevOps, Engineering transformation and the role of AppDynamics. Andrew Kretschmer Head of Multi Channel Development CoE | Standard Bank
  2. 2. 1,221 Branches 8,800 ATMs Operations in 20 Countries Est. 154 years ago 14,9 million Retail Customers Over 44 000 Staff A Broad & Complex Footprint
  3. 3. Vision & Strategy Our vision is to be the leading financial services organisation in, for and across Africa, delivering exceptional client experiences and superior value.
  4. 4. “DevOps is Impossible in a Big Bank” OHI (Climate & Culture) – 3rd quartile !!
  5. 5. Create an environment where people can collaborate and innovate Engineering Culture
  6. 6. Innovative Engineering Practices
  7. 7. Omni-Channel Architecture
  8. 8. Digital Strategy
  9. 9. Digital Strategy Unified Customer Experience Mobile, Web, USSD, IVR, ATM, POS & Branch
  10. 10. Some History The Challenges 26 February 2015 Mobile Banking app was down for the whole day!
  11. 11. The Status Quo If you had an outage then… 1. Invited to the crisis room 2. No access to production 3. No access to the tools being used 4. Tools turned off because it impacts production 5. Yet you need to be able to tell people what is wrong 6. Changes being backed out 7. No clear root cause !!
  12. 12. The Fallout The Challenges • 27 February 2015 Meeting Group CIO to explain what happened • No RCA • Dev’s treated as Second Class Citizens when it comes to prod! • We need to do something, doing nothing and leaving things as they are were not an option…
  13. 13. The Journey To a Solution Discovery • We tried to use existing tools… • Looked at alternatives • Convince the right people
  14. 14. The Journey To a Solution 7 Key Requirements 1. Always running in production 2. Easy to deploy and use 3. “I do not want to call the vendor!” 4. DevOps enabler 5. For everybody to use 6. Code drill-down capability 7. Auto discovery
  15. 15. How can we remove impediments and deliver quality software to our customers?
  16. 16. • Rest of Africa Nigeria – Internet Banking • Performance issues • Login takes 30 Seconds • Slow responses in services layer • Developers spend 3 – 4 hours per day looking for/in logs • It wasn't me… • Login issue traced to core banking system • Week later patch received - Logins now take less than 3 sec • Developers build features instead of hunting logs and bugs
  17. 17. • South Africa USSD • Project that has been running for 2 years • Complex stack – so many layers… • Performance issues everywhere • AppDynamics deployed in a couple of days • Pinpoint where the performance issues and errors are • Finally in production 26 Oct 2016
  18. 18. You can prevent outages and reduce the time to fix production issues…
  19. 19. •MTBF – We can prevent bad customer experience South Africa – Mobile Banking • Alert was triggered that the error rate was higher than usual • Investigation found one node in the cluster not working • 25% of our customers were experiencing timeouts
  20. 20. •MTBF – We can prevent bad customer experience South Africa – Mobile Banking • Identified that it was only one node • Isolated node by stopping traffic • Customer Experience returned to normal
  21. 21. •MTTR – We can solve problems… quicker • April 2016 outage is reported on Internet Banking • 5 minutes into the outage we could pinpoint the problem • Issue in our Adaptive Risk system • Issue isolated and service was restored South Africa – Internet Banking • No need for a crisis meeting (How boring…) • Responsible team dealt the issue • Service was restored quickly
  22. 22. •MTTR – We can solve problems… quicker • Alert triggered due to slow responses for transaction logging • Not impacting customer experience yet… • Connection pools started to fill up • Customers experiencing slow performance South Africa – Mobile Banking • Pinpoint that the issue was on a message queue • We could pro-actively fix the issues and restart the broker • Response times improved and service returned to normal
  23. 23. Enable feature teams to do dev and ops
  24. 24. • Visibility on errors and exceptions • Metrics on how code is performing • I did not know the code was doing that… in production • Pin point where the issues are • Better quality code going into production (Engineering practices) • Alerts to when things go wrong • Have visibility without having to logon to the server • We can even monitor certificate expiry Dev and Ops in a feature team is possible
  25. 25. Dev and Ops in a feature team is possible
  26. 26. Learnings from Standard Bank TIPS
  27. 27. Automate Automate as much you can • Recipes to install Agents (App & Machine) • Recipes to install and configure the controller • Repeatable & easy to upgrade • Agents are always there
  28. 28. The right people AppDynamics in the right hands… • Allow devs and ops team to deploy the agents • Do not centralise the deployment of the agents • Devs and ops teams knows their applications best
  29. 29. Ready for the storm? Once people see AppDynamics they want it • Make sure you can manage the demand • In tough economic conditions funding is not easy • Convince the right people
  30. 30. DevOps & AppDynamics in a Complex Banking Environment. Questions? “They call it Africa, we call it home.”
  31. 31. Please give us your feedback—Session B20858 • Complete the online survey you'll receive via email later today or via text at: Text this number: 878787 Text this word: APPSPHERE • Every time you submit a session survey, your name will be entered in a random drawing. We're giving away Amazon Echos to 5 lucky winners! • Thank you for your input APPDYNAMICS CONFIDENTIAL AND PROPRIETARY 31 Win!
  32. 32. Thank you

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