How Accenture's IT Organization Drives Performance Monitoring Globally - AppSphere16

How Accenture's IT organization drives
performance monitoring globally
Erin Rakickas
Stefanija Puača

Erin Rakickas
Stefanija Puača
Delivering High Performing
Enterprise Applications

3
Accenture Today
Copyright © 2016 Accenture All rights reserved.
Locations of Accenture offices
Employees
384,000
4,000 Clients in
120+ Countries
Revenues
US$32.9
Billion
200 Cities
55 Countries
3Copyright © 2016 Accenture All rights reserved.

4
Quick Facts About Accenture Internal IT
Hardware
& networks Collaboration Applications Support
384,000
workstations deployed
96,000
smartphones/tablets
8,000 network
infrastructure
devices monitored
4,000 servers managed in
Accenture’s private cloud
6,000 operating system
instances in the public
cloud
98 gigabit network
405,000 e-mail accounts
13,000 SharePoint sites
222,000,000 Skype for
Business audio minutes/
month
8,000,000 Skype for
Business video minutes/
month
369,000 OneDrive for
Business enabled users
200 broadcasts
produced/month
341 global applications
335 local applications
supported
Single instance ERP on
SAP HANA
1,500,000
resolved incidents/year
1,800,000
self-service contacts

5
Ecosystem
Scope
161
Applications
337
Environments
1,333 Servers
2,683 Tiers
8,212 Nodes
Monitored by AppDynamics
676 Internal IT Applications
150 Estimated New this Year
Internal IT Applications
17% High Priority

Copyright © 2016 Accenture All rights reserved. 7
Delivering High Performing Enterprise Applications
Performance Management
Customization
Deployment Automation
Adoption Journey

Performance
Management

Monitored Technologies
Performance Mangement
Elasticsearch
Octopus Deploy
Java
Microsoft
ADFS
Microsoft
.NET
Microsoft
SharePoint
Amazon
CloudWatch
Web Servers
Database
Servers
Domain Services
Open Web Interface
for .NET
Node.js

Service Catalog
AppDynamics
Application
Intelligence
Platform
Application
Performance
Management
Browser
Real-User
Monitoring
Server
Monitoring
Synthetics
Database
Monitoring
β
ββ

Changing the Approach
Collaborative
Flexible
Tools
Automation
Relevant
Interactive
Relevance
Global
Individually troubleshooting issue Troubleshooting as a team from developers to managers
Assessing Application Dashboard key performance metrics
Monitoring your application on-the-go on any device
Viewing performance metrics on a daily basis
Recording response time for top ten Business Transactions
Deploying agents to hundreds of servers at a time
Identifying issues using AppDynamics before users notice
Standing by for potential issue post-deployment
Waiting for end user to report issue
Installing agents on one server at a time
Recording response time with Performance Monitor
Waiting for e-mail alerts about performance issues
Monitoring CPU, memory and disk metrics
Supporting an application Supporting global users with Real-User Monitoring
From To
Identifying issues using AppDynamics before users notice

Deployment
Automation

Onboarding Process
Sign Up
Business Case
Submission
Server
Questionnaire
Submission
Customization
Requests
Install
Pre-Production
Install
Smoke Test
Application
Production Install
Optimize Customization
Train Application
Team
Upgrade
Semi-Annual
Upgrade
Scheduled
Application Team
Select Upgrade
Window
Smoke Test
Post-Upgrade

Automated Deployment Benefits
Copyright © 2016 Accenture All rights reserved. 14Copyright © 2016 Accenture All rights reserved.
Automation decreased onboarding timeline
from three weeks to one week
Central agent management console with access
to all Internal IT servers across globe
Completed 98% or 882 of 900 agent upgrades
within four weekends and no downtime
Reduced chance of user error with predefined
agent configuration controller parameters
98%

Customization

Match Rules, Health Rules, and Dashboards
Customization
Application Team
Engagement
• Identification period
• Key performance metrics
• Top transactions
Match Rule
Configuration
• First iteration configuring
rules
• Second iteration
configuring rules
• Data collector setup
Health Rules and
Dashboards
• Top tiers and transactions
• Key performance metrics

Adoption Journey

Adoption Journey
• Performance
Engineering
owns issue
• Assorted
monitoring tools
Pre-AppDynamics
‘10 ‘11 ‘12 ‘13 ‘14 ‘15 ‘16 ‘17 ‘18

Adoption Journey
• Performance
Engineering
owns issue
• Assorted
monitoring tools
• Available by request
• Group training
• Value demonstrated during
troubleshooting
• Built excitement amongst
high performing people
Pre-AppDynamics
AppDynamics Introduced
‘10 ‘11 ‘12 ‘13 ‘14 ‘15 ‘16 ‘17 ‘18

Adoption Journey
• Performance
Engineering
owns issue
• Assorted
monitoring tools
• Group training
troubleshooting
• Application owns issue
• Mandate use by high
priority applications
• Train teams post-install
• Integration with operational
teams
• Awareness and usage
increases overtime
AppDynamics Today
Pre-AppDynamics
‘10 ‘11 ‘12 ‘13 ‘14 ‘15 ‘16 ‘17 ‘18

Unique Users by Day
Adoption Journey
0
10
20
30
40
50
60
70
80
90
100
UniqueUsers
Unique Users By Day 21 Day Period Moving Average of Unique Users By Day

Unique Users and Days Visited
Adoption Journey
0
0.5
1
1.5
2
2.5
0
50
100
150
200
250
Days
UniqueUsers
Unique Users By Day Unique Users By Week Average Days Visited Per Week By Unique User

Lessons Learned
Adoption Journey
Troubleshooting with
AppDynamics increases
adoption
Test deployments in non-
production environments
High priority applications
get licenses
Drive AppDynamics with
users who understand its
value
Grant controller access
to all Internal IT
employees
Application teams are
responsible for requesting
AppDynamics

Adoption Journey
• Performance
Engineering
owns issue
• Assorted
monitoring tools
• Group training
troubleshooting
• Application owns issue
• Mandate use by high
priority applications
• Train teams post-install
• Integration with operational
teams
• Awareness and usage
increases overtime
• User activity report
• Leadership reports with top
performing teams
• Self-service automated enablement
• One-on-one guidance
AppDynamics Tomorrow
AppDynamics Today
Pre-AppDynamics
‘10 ‘11 ‘12 ‘13 ‘14 ‘15 ‘16 ‘17 ‘18

Vision for the Future
Adoption Journey
Application Team Enablement Operations Team Enablement
• Consistent Health Rules and Policies including e-mail alerting
• Permit Active Directory groups to configure their application
• Self-service automated monitoring enablement
• Integration with operations health status webpage
• Post outage detection
Leadership Reports Performance at a Glance
• Report which application teams are using AppDynamics
• Scorecard with top performing application teams
• Global network monitoring heat map
• Skype bot reporting application health

Questions
Erin Rakickas
Technical Architect,
Manager
Stefanija Puača
Technical Architect,
Specialist

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Appendices

• Appendix A – Elasticsearch
• Data collection
• Health Rules
• Appendix B – Dashboards
• Standard
• Elasticsearch
• Real-User Monitoring heat map
• Appendix C – Achievements for one high-priority application
• Appendix D – Application usage of AppDynamics by senior leadership
• Appendix E – Geographic heat map by application
• Appendix F – Top-Ten Business Transaction Health by Application
• Appendix G – Application and Business Transaction Health by Application
Appendices

Elasticsearch Data Collection
Appendix A
Cluster Metrics Node Statistics
Metric Name Description
status
red (0), yellow (1),
green(2)
number of nodes
number of nodes in
this cluster
number of data
nodes
number of data
nodes
active primary
shards
active primary
shards
active shards active shards
relocating shards relocating shards
initializing shards initializing shards
unassigned shards unassigned shards
size of indices size of indices (MB)
num docs
number of
documents
open file descriptors
open file descriptors
count
threads count
number of threads
used
primary size
primary size of
index (MB)
size
total size of index
(MB)
num docs
number of
documents
Indices Statistics

Elasticsearch Health Rules
Appendix A
Health Rule Alert Thresholds
Last minutes of
data evaluated
Warning Critical
CPU utilization is too high >75% >90% 10
Memory utilization is too high >75% >90% 10
Drive D: disk space low - <20% 10
Cluster status change YELLOW RED 60 (warning)
1 (critical)
Unassigned shards - >0 10
If health rule violated, agent waits 15 minutes before reevaluating

Dashboard - Standard
Appendix B

Dashboard - Elasticsearch
Appendix B

Dashboard – Real-User Monitoring Heat Map
Appendix B

Achievements for one High-Priority Application
• Alerts within 24 hour after go-live
– High memory usage
– Upward memory trends indicating potential memory leak
– Application team added memory to content delivery servers. Issue has not reoccurred and performance improved.
• Authentication Timeouts
– Enabled custom business transaction that hooked directly to the start of the authtentication code method
– AppDynamics was able to quickly confirm the team hypothisis and zero in on the root cause
– Short-term and long-term fixes in flight with third party software
Appendix C

Application Usage of AppDynamics by Senior Leadership
Appendix D

Geographic Performance Heat Map by Application
Appendix E
End-user Location
Data Center Application United States Argentina Great Britain India Philippines China
United States Time and Expense 324 625 409 5135 464 8109
United States Payroll 232 805 599 5640 504 8585
United States Time Tracking 248 505 289 5337 599 8406
United States Project Management 320 727 327 5677 611 8211
United States Forecasting 4024 4423 4787 9824 4633 12655
United States Contract Forecasting 360 548 534 5434 611 8441
United States Source Control 1077 682 861 6296 493 9013
United States Automated Build 2042 2379 2014 7398 2700 9854
United States Risk Management 797 991 748 5717 785 8405
India Accounts Payable 455 632 501 406 539 5476
India Accounts Receivable 552 746 536 366 402 5335
India Reservation Management 873 883 849 451 643 5721

Top-Ten Business Transaction Health by Application
Appendix F
Application Overall BT*1 BT2 BT3 BT4 BT5 BT6 BT7 BT8 BT9 BT10
1033_MRDR_Prod 22 69 78 12 26 10 37 1016 522 1772 117
1064_myHoldings_PRD 362 11 104 600 15 1 51 1589 1 7 1
1168_Policies_PRD 153 72 64 87 413 317 89 683 1 387 6
1182_AccentureMailer_PROD 64 32 1511 59 0 0 0 0 0 0 0
1239_RMSC_PRD 282 254 7 70 4 34 62 1 4 119 10
13_myResearch_PRD 33 29 35 23 0 0 0 0 0 0 0
1719_AccentureGroups_PRD 994 6900 461 381 959 390 72 345 241 121 591
1722_Search_PRD 176 102 50 9 107 130 59 2 906 43 276
1964_MySched_PRD 124 64 47 476 54 121 77 195 132 248 393
2107_CRT_PRD 1218 20 8 1100 5 17 2340 1474 280 1012 787
2109_ABACUSDSM_PRD 992 139 2103 112 1 368 78 1 1768 139 53
2109_AbacusDSM-PDC_PROD 1062 1088 1204 2134 709 366 1768 327 618 1232 2414
2111_ABACUSIJP_PRD 893 180 36 83 513 11 43 20 5 694 9
2111_AbacusIJP-PDC_PRD 6257 5 137 233187 7 745 2 84 41 17 20
2113_CAMS-IDC_PRD 255 878 2 10 553 131 2 66 76 77 173
2114_BPO-RM-DM_PRD 449 43 1 231 17 255 0 10 61 11144 6
2117_ABACUSCMS_PRD 1687 1 3004 230 7 285 11 23 58 973 87
2117_ABACUSCMS-PDC_PRD 493 512 630 26 38 0 9 1 35 5 36
*BT (Business Transaction)

Application and Business Transaction Health by Application
Appendix G
*BT (Business Transaction)

How Accenture's IT Organization Drives Performance Monitoring Globally - AppSphere16

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