SAP Cloud Platform is using Dynatrace Managed for internal monitoring of its infrastructure, services and SAP’s own applications all across the world. The multi-IaaS strategy of SAP Cloud Platform brings it beyond SAP’s own data-centers to multiple IaaS providers. SAP’s high standards in terms of governance and data privacy demand that monitoring data sits side-by-side with the systems it is collected from, which means that there are Dynatrace Managed clusters beside most SAP Cloud Platform Landscapes. These Dynatrace clusters are installed, updated and managed the same way as all other components of SAP Cloud Platform. This includes validation pipelines that distinguish between development, testing, pre-production and production landscapes. Join us to gain insight on how to automatically deploy and operate Dynatrace clusters at scale reducing the amount of manual labor and focusing on the unique insights that Digital Performance Management delivers.

1. #Perform2018
Enabling Service Excellence
Air Canada DPM Program
Presenter Name
Title
Presenter Name
Title
#Perform2018#Perform2018

2. Air Canada DPM Program Enabling Service
Excellence

3. AIR CANADA
• Canada’s main airline carrier
• North America Skytrax 4 Stars rating
• Over 200 destinations on six
continents
• +45 Million passengers
• Among world’s 20 largest airlines
• +30,000 employees
“Top 10 Carrier in
everything we do”
“Customer
Experience Focus”
“Succeeding as one”

4. Air Canada DPM Program
Video
Air Canada Confidential 4

5. Digital Performance Transformation
Acquire
&
Implement
Capabilities
Make it an
enterprise
service
Create a
Culture of
Performance
Become
industry
influencer on
Performance
Engineering2016-17
2019-20
2018-19
2021

6. DPM in the Enterprise

8. Measuring
Program
Success
Program Adoption
(Count YTD)
• Business Units
Served
• Users Trained
• Services On-Boarded
• Dashboards Built
Engagement Status
• DPM Onboard Requests
• Completion statuses
• Delivery types
• Delivery times
Day 2 Day Support
(volume per week)
• Support Requests
• Issues Identified
DPM Deployment
Health
(MTD Status)
• Infra Capacity
• Server Issues
• Licensing
• Data Retention

9. DPM Service Demand KPIs
[BU Served] – [Services On-Boarded] – [DPM Request/Week]
Virtual Team
Enterprise
Service
Cross-Functional
Team
Performance
Culture
Dedicated Team
Industry
Influencer
Expanded Team
BU Served: +5
Services On-Boarded: +10
DPM Request/Week: +25/Week
BU Served: +10
Services On-Boarded: 25+
DPM Request/Week: +50/Week
Deployment
and Planning
for Growth

10. Lessons
Learned
• Clear Engagement Process
• Aim for Quick Wins
• Dashboards Everywhere

11. Air Canada Confidential 11
Live Demo

12. Thank you