How To Deliver a 5-Star Experience for IoT-Enabled Services
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The document discusses delivering a 5-star experience for IoT-enabled services. It provides an overview of IoT, breaks down the components of an IoT service, and discusses the challenges of understanding issues that impact customer experience when multiple third parties are involved. It argues that application intelligence solutions are needed to gain end-to-end visibility across business transactions, infrastructure, applications, databases and third parties to quickly identify and resolve issues affecting customer experience.
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How To Deliver a 5-Star Experience for IoT-Enabled Services
- 1. How To Deliver a 5-Star Experience for IoT- Enabled Services Anand Akela, Director, Product Strategy and Marketing @aakela
- 2. Agenda • IoT Overview • Breaking down an IoT service • Understanding IoT service delivery challenges • Application Intelligence for IoT
- 3. IoT Overview
- 4. 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 1 0 0 0 0 1 0 1 1 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 0 1 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 1 0 0 0 0 1 0 1 1 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 0 1 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 1 0 0 0 0 1 0 1 1 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 0 1 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 1 0 0 0 0 1 0 1 1 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 0 1 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 1 0 0 0 0 1 0 1 1 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 0 1 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 1 0 0 0 0 1 0 1 1 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 0 1 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 1 0 0 0 0 1 0 1 1 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 0 1 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 1 0 0 0 0 1 0 1 1 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 0 1 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 1 0 0 0 0 1 0 1 1 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 0 1 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 1 0 0 0 0 1 0 1 1 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 0 1 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 1 0 0 0 0 1 0 1 1 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 0 1 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 1 0 0 0 0 1 0 1 1 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 0 1 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 Every business is becoming a software business IoT is at the heart of Digital Transformations Copyright © 2015 AppDynamics. All rights reserved. 4 Retail HealthcareAutomotiveIndustrial
- 5. What is a thing?
- 6. Which can be applied to some ”thing” larger Copyright © 2015 AppDynamics. All rights reserved. 6
- 7. IoT EcoSystem Copyright © 2015 AppDynamics. All rights reserved. 7 Gartner 1 2 3
- 8. IoT is more than an end-point/sensor/device Anatomy of an IoT Application v4a v2 v2.4 v3.1 versionsIoT platforms and providers IoT sensors & devices ApplicationsNetworkOS End to End IoT Application
- 9. New Rules for IoT Applications Copyright © 2015 AppDynamics. All rights reserved. 9 Many new & varied devices Many interoperability options (networks, platforms etc.) Reliance on cloud Massive data MASSIVE COMPLEXITY & SCALE
- 10. Copyright © 2015 AppDynamics. All rights reserved. 10 Bad news
- 11. Breaking down an IoT Service
- 12. IoT architecture fundamentals A A IoT Endpoint Hardware+ Software + Agents Network 2G 3G 4G ZigBee Consolidation + Customer Mgmt Device Gateway Mobile App Browser App Wearable IoT Platform Management Device Management API Management Orchestration 3rd Party Systems APIs Asynchronous transactions Cloud
- 13. IoT transaction fundamentals A A IoT Endpoint Hardware+ Software + Agents Network 2G 3G 4G ZigBee Aggregation + Customer Mgmt Device Gateway Mobile App Browser App Wearable IoT Platform Management Device Management API Management Orchestration 3rd Party Systems APIs Asynchronous transactions Cloud Parking space Check Customer Parking ServicePayment Payment Space identified
- 14. Understanding IoT Service Delivery Challenges
- 15. 3rd Party Systems Experience issues can have multiple causes A A IoT Endpoint Network Aggregation + Customer Mgmt IoT Platform Management Parking space Check Customer Parking ServicePayment Payment Space identified Infrastructure Applications APIs Asynchronous transactions 3rd party Mobile App Infrastructure Applications Network Hardware Applications
- 16. 3rd Party Systems Issues lead to the performance blame game A A IoT Endpoint Network Aggregation + Customer Mgmt IoT Platform Management Parking space Check Customer Parking ServicePayment Payment Space identified IoT Platform Management Provider Multiple 3rd partiesTelco IoT Service ProviderNetwork Provider IoT Service Provider WAR ROOM
- 17. Business data Marketing data Operations data Current analytics approaches are not suited to IoT needs Revenue Churn New customer growth Customer preferences Behavioral information New feature usage App performance Infrastructure performance 3rd party performance Drop off rates Loyalty Tiers Product mix Revenue per user Revenue per tier Issue impact Geo locations Mobile usage Network performance Browser performance Database performance Network carrier performance How many customers were upgraded to the new release, were impacted and did we lose due to the 3rd party database issue?
- 18. Application Intelligence for IoT
- 19. Application Intelligence Copyright © 2015 AppDynamics. All rights reserved. 19 See Act Know
- 20. SEE End-to-end visibility of business transactions A A Parking space Check Customer Parking Service Payment Payment Space identified End User Experience Applications Infrastructure Databases 3rd Party
- 21. Act Fast to maintain customer experience Collaboration & automation Code problems Network 3rd party time Business Transactions Server time Understand performance change per release Avg response time Alerting & incident management Runbook automation Virtual war rooms Business App Support Team 3rd Parties
- 22. Know Application Analytics collects all IoT data To enable business and operational visibility Platinum customer Space taken Fuel Service Traffic Weather Reverse light Oil Code level issue Silver customer CRM Time Light out Gold customer Agent issues Update Database issue Route guidance Engine problem Silver customer Code level issue Code issue Book inspection Fuel level Speed Platinum customer Engine issue Tyre pressure Traffic check Log
- 23. Know Analyze specific experiences Geoff Harrop, a platinum customer, has an engine fault that requires a software upgrade. Schedule over the air update. Platinum customer Space taken Fuel Service Traffic Weather Reverse light Oil Code level issue Silver customer CRM Time Light out Gold customer Agent issues Update Database issue Route guidance Engine problem Silver customer Code level issue Code issue Book inspection Fuel level Speed Platinum customer Engine issue Tyre pressure Traffic check Log Car ID # Platinum customer Engine Fault Location Software version Update Software Request Ready for real-time insights Automatically collected Fully correlated
- 24. KNOW IoT Intelligence Copyright © 2015 AppDynamics. All rights reserved. 24 “What was the total value of gold customers purchasing new features?” $12,491 “Which device is most popular for connecting to our customer app?” iOS iPhone “What is the breakdown of who is driving our cars at the moment by customer tier? Majority are bronze customers “How many new customers have signed up to our service?” 24,776 New user signups
- 25. Conclusion - Delivering an IoT service is a complex mix of software, hardware, networks and 3rd parties - Performance issues are difficult to isolate and resolve - For IoT performance success, think: - See: end-to-end IoT service visibility - Act: resolve emerging issues quickly and collaboratively - Know: optimize IoT services by analyzing performance, engagement and value
Editor's Notes
- http://www.brkelectronics.com/BRK%20images/Onelink%20RF%20Icon.jpg http://www2.psd100.com/ppp/2013/09/2601/rfid-sensor-icon-0926021202.png
- http://www.brkelectronics.com/BRK%20images/Onelink%20RF%20Icon.jpg http://www2.psd100.com/ppp/2013/09/2601/rfid-sensor-icon-0926021202.png
- I am going to introduce you to how we approach these challenges and solve them in three distinct areas: SEE everything with Unified Monitoring AppDynamics enables an integrated view of real-time user experience, application performance and infrastructure capacity. ACT fast with DevOps Collaboration AppDynamics provides the ability to isolate, resolve and automate the resolution of application infrastructure bottlenecks -- in production. KNOW the business impact with Application Analytics AppDynamics enables deep real-time analytics to help businesses make better decisions, and create bigger impact -- all with certainty and confidence.
- http://www.brkelectronics.com/BRK%20images/Onelink%20RF%20Icon.jpg http://www2.psd100.com/ppp/2013/09/2601/rfid-sensor-icon-0926021202.png
- Business and Operational should be de-coupled…