United, headquartered in Chicago, Illinois, is the world’s largest airline when measured by number of destinations served. AppDynamics currently manages over 125 mission-critical applications for United, ranging from United.com and mobile apps to internal tools as financial systems, flight planning, and baggage handling. In this session, see how AppDynamics Application Performance Management (APM) and Application Analytics drive better customer experience and business outcomes for United. Key takeaways: • Hear why United Airlines decided to add Application Analytics on top of APM. • Understand how APM and Application Analytics bring IT and business together. • Learn how United is proactively driving better business outcomes. For more information, go to: www.appdynamics.com

1. How United is leading the pack to drive
better business outcomes
Bill Hineline
Director, Application Performance Management

2. Bill Hineline
Director – Application Performance Management, United
 25 Years in Technology
 Deskside Support
 Enterprise Email Administration
 UNIX / LINUX Administration
 IT Operations Leadership
 17 Years in the Airline Industry
 Experience also includes companies like NCR,
Proctor & Gamble, and Delta Airlines
 You’ll hear me say…
 ”My motivation is driven by extreme curiosity.”
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3. 3
United’s Daily Operational Statistics
352
Airports
58
Countries
140MM
Customers
1200
Aircraft
4,675
Daily
Flights
We Are A Technology Company Wings
200+ Mission Critical Interconnected Applications

4. United Technology Has Two Large Stakeholder Groups
United Employees and Our Customers
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5. Before AppDynamics
How Can We Use Technology to Improve MTTR?
Awareness RecoveryDiagnosisEngagement
Mean time to repair (MTTR)
Priority 1
Priority 2 40 36 50 21
12 12 33 43

6. With AppDynamics—near immediate value
Diagnosis Time Has Dropped Dramatically
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From
60 minutes in January 2016
to
10 minutes in October 2016
Diagnosis In Minutes
In a complex and very visible app:
Identify one problematic application server in a pool of over 100
On average, since January, United has reduced diagnosis time by 44%
Use case

7. AppDynamics Helps United Keep
Planes Flying
An Inside Look United’s Maintenance Base in San Francisco

8. Protecting Our Revenue Stream
Monitoring eCommerce Using AppDynamics APM & BiQ
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9. Protecting Our Revenue Stream
Monitoring eCommerce Using AppDynamics APM & BiQ
Hundreds of common services support key functions on the site including flight status,
itinerary management, and payment
AppDynamics not only allows us to understand the health of the site, but
also provides insight into the behavior of the payment environment
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APM
2016—replaced legacy tools in the
UNITED.COM to improve visibility into
availability and performance
BiQ
The flight shopping and payment
transactions utilize both APM and BiQ
toolsets

10. Our Payment Processing Engine
Payment Broker
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Payment
Broker
Multiple forms of payment
including major credit cards,
PayPal, and MileagePlus miles
Payment Broker determines which method of
payment has been selected and routes to the
appropriate system for processing.
Responses from payment systems are handled by
Payment Broker to complete the transaction and
initiate the ticketing process.
BiQ
Understand trends in responses, revenue volumes, and
other metrics and alert based on deviation from norm

11. Demo of Payment Broker Dashboard

12. Building the Foundation for Business iQ Dashboards
Minimal Time Commitment for Powerful Results
Leverage
existing APM
plumbing
Get the right
people on the
table (IT and
Business)
See results in
less than a
week
Application +
business =
powerful
results
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13. Rising Interest In Additional Business iQ Usage
Flight Operations, Inflight WiFi, Application Adoption
After demonstrating possibilities with Payment Broker, there has been increased interest
in using Business iQ at United.
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Flight Operations
dashboards that
provide up-to-the-
minute status of critical
metrics for flight
planning and
departures
Trending data coming
from devices used by
Flight Attendants to
determine problems
with the Inflight WiFi
product
Using usage patters by
employee population
and location to
understand adoption
trends when new
applications are
deployed in the field

14. Demo

15. Summary
 Connecting the dots between performance and
business
 Common language between IT and Business
 Real-time business awareness to transform customer
experience
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16. Don’t Forget…
Sarah Griffith from United will present our story of AppDynamics
adoption in a breakout session this afternoon.
B25588
Guerilla Marketing:
How United Airlines achieved enterprise-wide
adoption of AppDynamics
Today At 2:30PM
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18. Thank you!