Produban, a subsidiary of the Santander Group responsible for its IT infrastructure, faced challenges in monitoring critical systems. By implementing CA Core APM, Produban improved proactive monitoring, reducing mean time to recovery from days to hours and decreasing incidents by 66%. The initiative enhanced visibility and response times through automated dashboards and dynamic thresholds, significantly increasing operational efficiency.

1. ca Opscenter
Case Study: Increasing Produban's
Critical Systems Availability and
Performance
Vitor Sousa
Director, Monitoring Tools and Processes
Produban
OCX15S #CAWorld

2. Abstract
The Santander Group is a Spanish banking group and the largest bank in the
Eurozone by market value. It is also one of the largest banks in the world in
terms of market capitalization. Produban is Santander’s group company
responsible for Santander's entire IT infrastructure. Produban challenge was
to monitor proactively and in real time, all transaction running in some
critical system and being able to take actions before major problems happen.
Considering this scenario, Produban adopted CA Core APM (Introscope) in
order to count with alerts that permit to the technical team to detect
problems before they impact business. Also Produban uses APM Core to
create dashboards to make easier to identify when thresholds are reached
and help operations team to take actions to normalize the situation. With
this measures Produban reduced their MTTR from days to hours at the same
time they heavily increase their visibility of critical IT services.
Vitor Sousa
Produban
The Santander Group
2 © 2014 CA. ALL RIGHTS RESERVED.

3. Agenda
ABOUT THE SPEAKER
COMPANY OVERVIEW
CHALLENGES FROM A NEW WAY OF THINKING ABOUT APPLICATION MONITORING
THE PROJECT
THE SOLUTION AND RESULTS WITH CA APM
1
2
3
4
5
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4. Produban
Vitor Sousa
Director
Monitoring Tools
and Processes
Produban Brazil –
Santander Group
vmsousa@produban.com.br
+5511 96192-5194
Background
BS in Economy, post-graduate in Systems
Administration and MBA in Finance; almost 20
years in IT market; experienced in several IT areas:
 IT Solutions and Sales
 IT Processes
 Infrastructure Management
 Software Development (focused on Infrastructure
Monitoring)
4 © 2014 CA. ALL RIGHTS RESERVED.

5. Santander Group
 Founded in 1857, Santander, Spain
 Strong presence in 10 major countries
in Europe and the Americas, with
businesses in over 40 countries
 The largest bank in the Eurozone and
one of the largest in the world
 Commercial bank
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6. Produban Company
 Produban manages and controls the
entire IT infrastructure of the
Santander Group:
– Retail Banking
– Global units
– Corporate Units
 Established in the May 1, 2005
 100 percent owned by the Group
6 © 2014 CA. ALL RIGHTS RESERVED.

7. Mission
Perform a unified and standardized production management
of the Financial Santander Group entities and the
establishment of the Infrastructure Group.
Based on:
Production management
excellence
Efficiency
Service
quality
Operational
risk
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Adding value
to the business
 Flexibility
 Time-to-market

8. Produban – Subsidiaries and Branches
+ 5.000 professionals
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9. Produban – Major Customers
Produban provides service to more than 120 Financial Institutions Groups.
9 © 2014 CA. ALL RIGHTS RESERVED.

10. Infrastructure Group – Data Center
 Carlton Park (3.000 m2)
 Shenley Wood (2.500 m2)
 Bletchley (1.950 m2)
10 © 2014 CA. ALL RIGHTS RESERVED.
UK
ES
BR
MX
 Querétaro (3.000 m2)
 Campinas (3.600 m2)
 Boadilla (3.900 m2 - 1.950 m2 x 2)
Cantabria (6.000 m2 - 3.000m2 x2)

11. Infrastructure Group – Private Network
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12. Infrastructure Group – Processing
Volumetric Processing Equipment
+ 28.000 Physical servers
+ 56.000 Logical servers
+ 22.000 Data Bases
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13. Volumetric Processing
106,6 million Banking retail customers
11,6 million active Internet customers
2,6 million Mobile banking customers
30 million Credit cards
80 million Debit cards
30 million Call in contact center per month
5.000 million Transactions per month
67 million Card transactions peak day
9,6 million Batch executions per month
16,7 million Payments per day
13 © 2014 CA. ALL RIGHTS RESERVED.

14. 14 © 2014 CA. ALL RIGHTS RESERVED.

15. The arrival of a new Executive
Officer (Enrique Sanchez) with
new ideas, encouraging the team
to a different way of thinking
He brought us back the power
to seek new solutions, most
appropriate to the needs of
modern IT.
A mindset change in the way of monitoring:
 Monitoring much more focused on automation and proactivity
 Develop visions related to "health service“
 Focus on improve team productivity and assertiveness
15 © 2014 CA. ALL RIGHTS RESERVED.

16. Challengers
Decrease the number of
incidents caused by applications.
Not Alarmed
75%
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Alarmed
25%
Business
Rules
14%
Items not
monitored
Application
64%
22%
September 2013
Incidents Number of Alerts Incidents without alerts – Reasons
1
A new model of monitoring applications with greater productivity and efficiency,
using dashboard for simpler and easier monitoring.
2
Improve proactive and real-time monitoring, so that technical teams will be able
to detect problems before they impact services.
3
Improve thresholds management, considering changes in application behavior and
false positives.
4

17. The Project Milestones and Time
Environment
stabilization
Improved
performance
Project kick-off
Change Scope – focusing
module generator
automation
Script creation to
optimization
performance
Requisites and
process definition
17 © 2014 CA. ALL RIGHTS RESERVED.
Developing module
generator
Dynamic threshold
definitions
Go to
production
12/12 1/13 2/13 3/13 4/13 5/13 6/13 7/13 8/13
Gabriel Mochnacs Arruda
Responsible for monitoring team
Produban Brasil
Plinio Augusto Moreira
CA Technical

18. Challenge
Decrease the number of
incidents caused by
applications.
Goal
Decrease the development
time of new "application
monitoring plans.”
18 © 2014 CA. ALL RIGHTS RESERVED.
Solution
Automate the construction
of new application
monitoring services, based
on CA APM.
Results
This solution has been used in preproduction and production for the systems Portal CIC Cuentas,
Portal CIC Cards and Norkom (Risk Manager) since September 2013. We reduced the number of
application incidents for these systems by 66 percent, and the time for troubleshooting dropped 10
times approximately.
1

19. 2 Challenge
Create an automated
process to identify new
services and new application
into existing services.
Goal
Keep the environment
always updated with new
servers and applications
based on automatic tools.
19 © 2014 CA. ALL RIGHTS RESERVED.
Solution
Connect with WebSphere®
Deploy Manager to known
new functions or new
application servers in the
environment.
Results
After implementing this connection with DMGR, we reduced to zero the number of new
applications or servers deployed without being monitored – for the systems Portal CIC Cuentas,
Cartões and Norkom.

20. 3 Challenge
Require a new model of
monitoring application with
greater productivity and
efficiency, using dashboard
more.
Goal
Improve troubleshooting
response time to application
and infrastructure events
with greater assertiveness.
20 © 2014 CA. ALL RIGHTS RESERVED.
Solution
Automate the new CA APM
dashboard construction for
easy viewing of the support
and monitoring teams.
Prerequisites: Meeting with architecture application to understand how the system works, the
most important points to be monitored and the boundaries of application (flows of inputs and
output). Create a new CA APM template if the monitored application does not meet the existing
models in our library.
Results: 264 dashboards created in five minutes. Effort to create without Module Generator:
270 hours or 33 workdays.

21. Technical Details
Modulo generator
 Creates automated dashboards
 Shows the applications path through an application server
 Presents the health of Java components, front-ends, back-ends
and JVM resources
Developed flow Dashboard
DMGR
App
Server
APM
Process
Dash
Template
Thresholds
Create
systematic
connection.
Create
an engine.
Template
with
information.
Create
standard
templates
images.
Return data
processed
to the APM.
21 © 2014 CA. ALL RIGHTS RESERVED.

22. Modules Generator – Diagram
XML
DMGR
Template
Modules Generator
Java Application
Web
service
22 © 2014 CA. ALL RIGHTS RESERVED.
HSQL
APM server
HSQL
database
Dashboard
created
Daily routine for
storing thresholds
Direct connection between the application and
the DMGR for reading XML

23. Modules Generator – Components
XML DMGR: Communication between the Modules Generator and Deploy Manager
WebSphere. Modules Generator reads the serverindex.xml file, which contains the application
distribution between AppServers. It is the input to generate the first module and is necessary
to ensure that the generator modules can communicate with the DMGR to consume XML.
Template: Pre-configured APM module with list of Metric Groups, Alerts and Dashboards to be
created. All items in this module have variables that will be used by the Modules Generator.
HyperSQL Database: Database embedded in the application. No installation is necessary.
It is used to store the thresholds and provide analysis of these and update these values in the
APM module.
XML Verification Routine: Monitoring of serverindex.xml. Whenever a new module changes
must be generated to update information in the Dashboard.
Thresholds Recording Routine: Daily execution routine for recording data calculated in
Generator modules in the database. The routine will write the data from the previous day.
XML
DMGR
Template
HSQL
ZABBIX
23 © 2014 CA. ALL RIGHTS RESERVED.

24. Main Flow Routine
Install APM agent in
the application that will
be monitored.
Communication with DMGR
WebSphere – Collect information
from applications and App Servers
that are running through the XML
Server Index.
Run Generator Modules –
Phase 1 Creating Metric
Groups and Alerts.
Run the generator modules with
the application´s thresholds.
Create .jar file to deploy in APM.
Daily routine data collection –
Necessary to achieve the
thresholds, identify the
application operating time and
possible deviations
.jar Deploy – (.jar created by
Generator Modules APM)
24 © 2014 CA. ALL RIGHTS RESERVED.
Dashboards
are created.
Mandatory parameters
 Hostname and APM
Communication Port
 User with access to the tool.
 Deploy Manager address.
 ServerIndex.xml path in server;
 Ensure the communication between
the Modules Generator and DMGR.
 Include the execution routine for .jar
into the server. Process that to record
historical data in HSQL database.

25. What is monitored?
 CPU
 Garbage collector
(Java memory
manager)
JVM
 Servlets (XML/HTML
translator)
 JSP (Java Server page)
 EJB (Motor Java)
 JMS (Msgs Java processor)
Java
 Thread pool
 Connection pools
AppServer
25 © 2014 CA. ALL RIGHTS RESERVED.
 Queries
 Connection count
 MQ
 Web services
Backends
 URLs
 Application
Frontends
 Time the transaction
 Response time, freezing, number of calls and errors are monitored
 Information from PMI and JMX
 Metric groups
Application

26. Setting Alerts – Metrics Groups
 Grouped metrics that allow information- gathering in one or more applications,
or one or more Java component
 Metric groups are used to define the alerts, and to follow the health of the
application or component that is grouped
 Defined by regular expressions that will “match" the information displayed
Metrics Groups Example
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27. Setting Alerts – Metrics Signature
 Metric signature is a combination of several Metric Groups types that indicates
the application most common problems
 Integration with others monitoring systems like Alert Modeling
Example – Application Bottleneck
Increase in
concurrent
invocation
Increase in
stall count
Application 01 in AppServer_ServerName presenting bottleneck symptoms.
Click the link http://XPTO.com.br to view the corresponding Dashboard.
Increase
in average
response
time
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Less
threads
available
Possible
bottleneck
in
application
With the above condition being
true, an alert will be sent to front-end
with the following message:

28. Dashboard
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29. 4 Challenge
Improve thresholds
management, considering
changes in application
behavior and false positives.
Goal
Decrease or eliminate “false
positives” in monitoring
events, caused by thresholds
deviations.
29 © 2014 CA. ALL RIGHTS RESERVED.
Solution
Creating the concept of
dynamic thresholds based on
historical occurrences and
automatically configure.
Results
Decrease in false positive application alerts by 77 percent.
Proactive monitoring: Thresholds adjusted to alarm before it becomes an incident; trend analysis
and deviation in the application behavior; alerts accuracy and automated thresholds updating;
thresholds validation mechanism based on application history; input information for application
capacity process; thresholds calculated for all active Metric Groups in CA APM’s Module Manager.

30. Technical Details – Dynamic Thresholds
Create a new database to store indicators historical data.
 Create an automatic extraction of observations to feed the database items occurrences.
 Develop a logic to identify the thresholds "optimal point."
 Implement a new loading process in CA APM when it identifies the need for a new threshold.
 Create a new flow of threshold validation and the level of "false positives" rates.
APM
metrics
Threshold
calculations
Data
stored
Upgraded
module
application
generator
modules
Threshold-checking
Java
30 © 2014 CA. ALL RIGHTS RESERVED.

31. Database Thresholds Example
System
name
Metric
group
Daily
values
 Requires monthly validation process to determine if the registered thresholds
remain appropriate, or if an update is needed
 Data for analysis will always be from the last two months.
 Generator Modules will bring statistics data to help the analysis.
 Possibility to export data to a .csv file
31 © 2014 CA. ALL RIGHTS RESERVED.
Statistical data Current
thresholds
Updated
thresholds

32. For More Information
Insert appropriate screenshot and text overlay
from following “More Info Graphics” slide here;
DevOps
ensure it links to correct page
To learn more about DevOps, please visit:
http://bit.ly/1wbjjqX
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33. 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.
33 © 2014 CA. ALL RIGHTS RESERVED.