The document presents a case study on Verizon Wireless's efforts to enhance application performance management amid growing user engagement in the application economy. It highlights the challenges faced due to organizational variations in user behavior and discusses the implementation of integrated tools to improve performance metrics and customer experience. The focus is on transitioning from traditional fault management to a proactive approach, emphasizing the importance of mean time to identify (MTTI) alongside mean time to repair (MTTR).

1. ca Opscenter
Case Study: Verizon Wireless
Chasing the Yellow Before They Turn Red
Joe Convery , Associate Fellow, Verizon Wireless
Leonid Igolnik, VP , SW Engineering, CA Technologies
OCX11S #CAWorld

2. 370,000+ MINUTES
OF VOICE CALLS ON
510,000 COMMENTS
on FACEBOOK
1,500
BLOG POSTS
60 WWW
600 New
DOMAINS
VIDEOS on
REGISTERED
60 Every
Seconds
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77,244 Wi-Fi
CONNECTIONS MADE
ON iPhone
OVER 2 MILLION
GOOGLE SEARCH
QUERIES
OVER
200 MILLION
EMAILS
217 NEW
MOBILE WEB
USERS
571 NEW
WEBSITES
47,000
APPLE APPSTORE
DOWNLOADS
100,000
TWEETS
20 NEW VICTIMS
OF IDENTITY THEFT
693,800 GB of
IP data transferred
In the App Economy

3. THIS IS THE AGE OF THE
APPLICATION ECONOMY
AND IT’S ALL ABOUT THE
USERS
HOW DO YOU EARN THEIR
LOYALTY?
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4. The Generations of APM
APPLICATIONS TRANSACTIONS USERS
LATE 1990s–EARLY 2000s 2007–2015 NEAR FUTURE
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VALUE
TIME

5. Organizational Variations
 We observed that variations in user behavior are often driven by
organizational differences
 To better understand this, we examined key characteristics of
organizational mindsets, philosophies, and processes
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6. Organizational Characteristics
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 Each of these
organizational types
had large impact on
the individuals
working within them
 Each organization
influenced the goals,
behaviors, and
interactions of the
individuals

7. NMS Challenges (over 5 Years ago)
 Over 100 Million customers
 IT Data Network Contains over 10K network elements
 Legacy Fault Management was solid but had gaps in performance
management
 Only threshold alarming
 No correlation of Netflow stats to Interface SNMP stats
 Very limited application flow visibility
 No insight into customer application performance other than
server side metrics
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8. Solution Selected
 Combination of tools
– Netvoyant (now IM2.0) SNMP
metric collection and reporting
in Performance Center
– RA (reporter Analyzer) Netflow
collection and reporting
– SuperAgent (aka ADA) Application
performance based on TCP analaysis
– CEM – Customer Experience Manager
– Wiley – Server based Transaction
Performance
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9. NMS in Some Companies
Companies try to reduce
MTTR by fixing outages quicker
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Companies try to reduce MTTR by
preventing outages from happening
Fault
Performance
Management
Capacity Planning
and Data Analytics
Fault Management
Performance
Capacity
OLD WAY OF DOING THINGS NEWER WAY OF DOING THINGS

10. MTTR vs. MTTI
MTTR – Mean Time to Repair – Companies spend a lot of time trying to decrease this.
MTTI – Mean Time to Identify – When they should spend just as much time on improving this.
Fault Detected
Outage escalation
Outage bridge engaged and trouble shooting started
Root cause identified and
Mitigation efforts started
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Outage closed and BAU

11. MTTI Scenario
React to performance related issues
and mitigate the potential outage
Performance issue detected
Customer starts to experience
degraded performance
Length oNf poo oteunttaiagl eis esuxep eriences
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12. Application and Network Performance Insight
SNMP Insight:
Server Interface both seem
to be active at same time
Application Flow:
Insight: into individual
client server flows
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13. Correlation of Network and Application Metrics
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14. Business Transaction Summarization
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15. For More Information
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from following “More Info Graphics” slide here;
DevOps
ensure it links to correct page
To learn more about DevOps, please visit:
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16. For Informational Purposes Only
Terms of this Presentation
This presentation provided at CA World 2014 is intended for information purposes only and does not form any type of warranty.
Content provided in this presentation has not been reviewed for accuracy and is based on information provided by CA Partners
and Customers.
16 © 2014 CA. ALL RIGHTS RESERVED.