Travelport, a leading travel commerce platform, is enhancing its application performance management (APM) through unified monitoring and real-time analytics to improve customer experience and reduce operational costs. The initiative focuses on addressing complex application deployments, gaining visibility into performance issues, and driving digital transformation with clear goals and executive sponsorship. Key outcomes include better customer focus, proactive monitoring of services, and the integration of analytics for user insight and business metrics.

1. Turning to Unified Monitoring & Real-time
Application Analytics
Harlan Hagewood – IT Manager, Application Service & Performance Management - Travelport

2. Who is Travelport
Travelport is a leading Travel Commerce Platform providing
distribution, technology, and payment solutions
• The Travel Commerce Platform enables travel providers, travel
agencies, corporations and developers to connect
• The Technology Services provide critical IT solutions to
airlines, such as shopping, ticketing, and departure controls
Short video: https://www.youtube.com/watch?v=Zv1Ovpy3Ups
• Fun Facts
– 9 billion Application Programming Interface (“API”) calls
per month
– 9,900 physical/virtual servers
– 4 Core TPF Mainframe Systems (Transaction Processing
Facility)
– 400 Airlines to which we provide Air Distribution Services
– 67,000 global travel agencies using Travelport's Travel
Commerce Platform
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3. Who am I: Harlan Hagewood – IT Manager
Organization: Travelport Infrastructure Services Division
Experience: 20+ Years in IT with a background in WAN and Data Center Networking, Application &
Systems Tuning, and Distributed Systems Management
Our Team: Application Service and Performance Management
10 team members
Experience: Combined the team has over 160 years with Travelport
Network Engineering, Enterprise Monitoring, Application Development, Operations,
Mainframe and/or Distributed Systems Management
Our Role: APM Initiatives / Enterprise Monitoring Solutions / Expanded customer base to more
than just a “production only” focus
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Quick Introduction

4. Applications are increasingly more
complex
Cloud, Micro services, 3rd party APIs
increase deployment challenges
Performance issues taking too long
to resolve
DevOps collaboration is next to
impossible
Real-time
correlation
between
performance &
business data
is lacking
The challenges

5. See More
• Gain Deep & Wide Visibility
• Quickly identify performance issues
• Fix the Right Problem the First Time
• Automatic Discovery, Configuration, & Performance Baselines
Manage better
• Measure Business Impact (Business Transactions / KPI’s)
• See, Act, & Know with less time & effort
• Improve the Customer Experience
Deliver Faster
• Enable Technology teams across the Application Life Cycle
• Reduce Defects & Quicker Release Cycles
• Lower Cost of Ownership = Quick ROI
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Drive Digital Transformation across applications
The desired state

6. Months of previous efforts in monitoring unification lacking completion
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Journey to climb the mountain…

7. Rebooted new effort - 2014
- E2E review of customer and product pain points
- Picked set of high value applications to deploy platform to bring digital transformation and unified
monitoring strategy
- POV with multiple vendors
- Clear goals
- End to End (test and production) up to the mainframe
- End User Experience superseded rest
- Transaction KPI's at each tier
- Reduce cost and TCO
- Drive Travelport wide adoption
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Journey to climb the mountain…

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Executive
Sponsorship
Define
scope for
each
application
Know the
end user
personas
Align with IT,
Ops, and
Dev teams
Constantly
evangelize
the benefits
How to get started

9. Initial Benefits – see, act, know
Improved customer focus and measured business impact
See
Fixing blind spots through correlation
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10. Initial Benefits – see, act, know
Improved customer focus and measured business impact
Act
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Proactive alerting and health monitoring for business services

11. Initial Benefits – see, act, know
Improved customer focus and measured business impact
Know
Granularity to specific customer services
- Real-Time
- Learned baselines
- Health Violations
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12. More focus - The customer
Pain Point:
Poor experience for a key customer
Concerned Customer:
Service improvement plans
Impact trending
SLA on performance & Incident resolution
Monitoring Improvement Plan:
• Primary API services
• Web Service Application
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13. Travelport API
Services
Analytics
Challenges in our API Java services
- B2B custom written application
- Zero auto-discovery in custom app
- Non – existent correlation between business logic errors to user experience
- End User Experience monitoring options non-existent
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Analytics
Goals
• Unique Customer
• User Experience
• Business Metrics

15. Analytics
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Logging Methods within API Services:
• Exposed errors through the use of setting Method Invocation Data Collectors
API Services:
• Added business transactions & custom instrumentation through the use of
setting Method Invocation Data Collectors

16. Customer level details exposed through Advanced Analytics
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Analytics result

17. Analytics benefits
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Goal - End User Insight Outcome

18. Conclusion
Know the pain areas and focus there !
Know your applications !
Keep a customer focus in your journey and delivery !
Get sponsorship – it is key !
Get adoption early !
APM benefits come from following the application -> Ingrained into Dev Ops mindset
Think outside the box – Use analytics to fill the gap and gain End user insight !
Business and Performance correlation through software not specialists !
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19. Next Steps
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More data
• Double down on Analytics…solve additional use cases
• Multi location customer – unique identifiers
• API services - integrate with existing log data
More customer detail
• EUE is a growing focus
- Thick client desktop software monitoring

20. Thank You