How Cerner Corporation Delivers End-to-End Workflow Visibility to Increase Cross- Functional Alignment - AppSphere16
•
0 likes•1,076 views
In today's world where end-users desire a simple and intuitive web experience, we face correlating operational challenges. How does a simplistic experience equal a more complex system? Hear how AppDynamics End User Management (EUM) and Application Performance Management (APM) enable visibility into the end-to-end workflow, which gives everyone new insight into the workflow. This empowers support and operations teams with information from the SME developer on the application process flows in real-time. From end-user devices to browsers to entry points to web apps to seeing transactions between systems, hear how AppDynamics makes all this visible. Learn how Cerner CTS is on its journey with AppDynamics and has gained visibility into workflows, delivering the potential to change the support game. Key takeaways: o Build a service-oriented culture o Define an operational support process o Improve meantime to resolution For more information, go to: www.appdynamics.com
Recommended
More Related Content
What's hot
What's hot (20)
Similar to How Cerner Corporation Delivers End-to-End Workflow Visibility to Increase Cross- Functional Alignment - AppSphere16
Similar to How Cerner Corporation Delivers End-to-End Workflow Visibility to Increase Cross- Functional Alignment - AppSphere16 (20)
More from AppDynamics
More from AppDynamics (20)
Recently uploaded
Recently uploaded (20)
How Cerner Corporation Delivers End-to-End Workflow Visibility to Increase Cross- Functional Alignment - AppSphere16
- 1. How Cerner Corporation delivers end-to-end workflow visibility to increase cross- functional alignment John Crader Cerner Corporation
- 2. What does Cerner do? Cerner is a IT HealthCare company that connect people and systems at more than 18,000 HealthCare facilities in 40+ countries, and our wide range of services support the clinical, financial and operational needs of organizations of every size. Our mission is to contribute to the systemic improvement of health care delivery and the health of communities. Health care is too important to stay the same.™ Cerner's corporate IT operations (DevOps) for all enterprise applications to ensure the availability and performance of these solutions for our internal and external clients. Cerner’s main line of business is healthcare IT focusing the EMR (electronic medical record).
- 3. John Crader – Cerner CTS CSM – Service Delivery Manager 20+ Years of IT Experience (Cerner, Sprint)
- 4. Corporate Systems Management About CTS CSM team.. Corporate Systems Management 47 team members (31 US, 16 BLR, India) Service Delivery Managers Production Owner Architects Technology Architects System Engineers Interns – Cerner Scholars, MIC Interns, KCIT Apprentices Responsible for all 150 Enterprise Application Operations and Growing! If you use it to do your job at Cerner, we probably manage it!
- 5. Cerner/AppDynaics Maturity Journey Level 1 – Initial No defined Process. Beginning of system. No process characterization. (CHAOS ) Level 2 – Managed Process characterized for Projects, often Reactive (REPEATABLE) Level 3 - Defined Process characterized for Organizations, often Reactive (WORKPLAN BASED) Level 4 - Quantitatively Managed Processes measured and controlled (METRICS BASED) Level 5 – Optimized Focus on Process Improvement (PERFORMANCE ORIENTED) “Managing the Software Process” by Watts Humphrey, 1989
- 6. Step 1 - Start with a Service Oriented Culture We are in the service industry… Collaboration between Support + Ops + Development = User Experience Needs to be defined, no solution or tool can fix this Cerner’s Culture enables Incident Response - How can we get better?
- 7. How to create the Service Oriented Culture? Reproducing & Isolating performance issues requires extensive effort and often results in substantive delays in meantime to resolution. The current volume and effort required to address ticket submissions is untenable under current constraints from a resource and/or toolset standpoint. These constraints are causing great impact to cost and customer/user satisfaction.
- 8. User experience is the key What is their expectation? They expect the service to work and when it does not?? UGGG!!! What can we do it about it??
- 9. Step 2 – Structure around your Strategy We are in the service industry…how can we can we eliminate human constraints What roles are needed to operate applications (end to end)? Combine Infra and Operations Define ‘Units of Work’ Structure for Success
- 11. What does it take to operate an Enterprise App Services? 11 SDM PO SEs DBAs Own the Business Service Own the Technical Service Own the app tasks for the tech service Own the DB tasks for the tech service TAPM I n fr a Tech discovery, strategy, design and improvement Drive projects Supported by Infra structure Benefit: Eliminates Data solo’s and leadership solos
- 12. Next state SDM PO SEs DBAs Own the Business Service Own the Technical ServiceT A P M I N F R A Tech discovery, strategy, design and improvement Project Management Technical management for Windows, Unix, Backups, and Network S U P P O R T Real Monitoring of AppD Events Own the app tasks for the tech service Own the DB tasks for the tech service
- 13. Step 3 – Define an Operational Support Process
- 15. User reports a problem to the help desk IRC Developers Monitoring CSM User Helpdesk Resolution Situation Investigation Problem Mgmt Service Req Help!
- 16. Help desk reproduces the issue, engages IRC IRC Developers Monitoring CSM User Helpdesk Resolution Situation Investigation Problem Mgmt Service Req Yup, that’s a problem!
- 17. IRC initiates situation management, engages CSM IRC Developers Monitoring CSM User Helpdesk Resolution Situation Investigation Problem Mgmt Service Req • Contact PO • Alert xMatters on call group
- 18. CSM is engaged. Developers or alerting are also entry points IRC Developers Monitoring CSM User Helpdesk Resolution Situation Investigation Problem Mgmt Service Req Hey team, something doesn’t look right… Paging CSM, Paging CSM...
- 19. Situation management initiated by IRC IRC Developers Monitoring CSM User Helpdesk Resolution Situation Investigation Problem Mgmt Service Req • IM or phone call initiated with team • Status updates sent from xMatters
- 20. The team investigates IRC Developers Monitoring CSM User Helpdesk Resolution Situation Investigation Problem Mgmt Service Req • Health check of solution • Engage infrastructure or vendor
- 21. The team prevails! Issue resolved! IRC Developers Monitoring CSM User Helpdesk Resolution Situation Investigation Problem Mgmt Service Req Fixed!
- 22. Problem Management (Root cause analysis, corrective actions) IRC Developers Monitoring CSM User Helpdesk Resolution Situation Investigation Problem Mgmt Service Req• Investigate root cause (if still unknown) • Identify and implement corrective actions to prevent further occurrences • Submit issue to problem management
- 23. How can we improve this process? How can AppD make this better? Thoughts?
- 24. Step 4 – Understand your User Experience - Enable End User Experience Monitoring (before URL up/down only) - Why is this usually not first? Helpdesk User Help!
- 25. Biggest Challenge is for Operations Performance Degradation “The App is Slow” Incomplete Functionality “This app’s function is no longer normal” Outage “The App is down” 1-HELP and IRC receives these type of calls
- 26. This is where AppDynamics shines
- 28. AppDynamics End User Experience Monitoring How are we implementing EUM?
- 29. F5 Application Acceleration + AppDynamics EUM Used Case - Where should we accelerate? - Value Statement on Performance gains or losses
- 30. EUM Capture Life of a HTTP Request 30
- 31. Step 5 – Improve MTTR (Meantime to Resolution) -War Room! All Hands on Deck! - EUM + APM can lead us the way - SMEs of Integrations (Integration Architect) Resolution Investigation • Health check of solution • Engage infrastructure or vendor
- 32. ODS ODSCRM Remedy Solution Change STG Remedy eService ITWx xMatters CernerDotCom DB Routing Apps Attachments DB WSI UTNGen SSPApp IHO Remedy/Nav KBA Navigator My.cerner IP Factory TTA SSA DB Swx SRM SRApp CR(Nav) MTA’s MDM CHD Client CHDI (External F5) Create/Update To Cerner From Cerner PIVOT/ IRC/ Amb/ SRViewer Puma mq mq JIRA App SSP Attachments (IIS) Content Store (IIS) SRApp ODS-SR MDM Solution Change MTA’s mq First Attempt – Build Integrated Service Model Manually (We think what our service model is)
- 33. Next Attempt – How can we automate? AppDynamics APM!
- 34. AppDynamics APM Demo • Easy transition from 1st to 3rd level • Application Flow automatically created • Low overhead allows us to collect more information rather than tune it down
- 35. What can Support and Ops do? AppDynamics APM Enables Visibility Into the Business Transaction = End to End A business transaction represents a distinct unit of business logic enabled by your application environment, for example, for an ecommerce website, searching inventory or placing an order. A business transaction is defined by an entry point interactions between the components that participate in implementing the transaction, such as databases, application servers, and messaging queues.
- 36. Cerner’s CorpOps Steps to Operational Success! Step 1 - Start with a Service Oriented Culture Step 2 – Structure around your Strategy Step 3 – Define an Operational Support Process Step 4 – Understand your User Experience - EUM Step 5 – Improve MTTR (Meantime to Resolution) - APM
- 37. Why bother? Every 100ms delay Costs Amazon 1% in sales. 74% are willing to wait 5 seconds or less for a single web page to load before leaving the site.
- 38. AppDynamics EUM + APM can enable turning this Questions?? Feel free to email me – john.crader@cerner.com LinkedIn Profile - https://www.linkedin.com/in/john.crader TO
- 39. Please give us your feedback—Session B5907 • 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 39 Win!
- 40. Thank you
- 41. Appendix