Welcome!

Release Management Authors: Jnan Dash, Liz McMillan, Lori MacVittie, Gilad Parann-Nissany, Carmen Gonzalez

Related Topics: Java IoT, Microservices Expo, IoT User Interface, Agile Computing, Release Management , @CloudExpo

Java IoT: Article

Case Study: It Takes More than a Tool

Swarovski’s 10 Requirements for Creating an APM Culture

Swarovski - the leading producer of cut crystal in the world - relies on its eCommerce store as much like other companies in the highly competitive eCommerce environment. Swarovski's story is no different from others in this space: They started with "Let's build a website to sell our products online" a couple of years ago and quickly progressed to "We sell to 60 million annual visitors across 23 countries in six languages." There were bumps along the road and they realized that it takes more than just a bunch of servers and tools to keep the site running.

Why APM and why you don't just need a tool
Swarovski relies on Intershop's eCommerce platform and faced several challenges as they rapidly grew. Their challenges required them to apply Application Performance Management (APM) practices to ensure they could fulfill the business requirements to keep pace with customer growth while maintaining an excellent user experience. The most insightful comment I heard was from René Neubacher, Senior eBusiness Technology Consultant at Swarovski: "APM is not just about software. APM is a culture, a mindset and a set of business processes. APM software supports that."

René recently discussed their Journey to APM, what their initial problems were and what requirements they ended up having on APM and the tools they needed to support their APM strategy. By now they reached the next level of maturity by establishing a Performance Center of Excellence. This allows them to tackle application performance proactively throughout the organization instead of putting out fires reactively in production.

This article describes the challenges they faced, the questions that arose and the new generation APM requirements that paved the way forward in their performance journey:

The Challenge!
Swarvoski had traditional system monitoring in place on all their systems across their delivery chain including web servers, application servers, SAP, database servers, external systems and the network. Knowing that each individual component is up and running 99.99% of the time is great but no longer sufficient. How might these individual component outages impact the user experience of their online shoppers? Who is actually responsible for the end user experience and how should you monitor the complete delivery chain and not just the individual components? These and other questions came up when the eCommerce site attracted more customers which was quickly followed by more complaints about their user experience:

APM includes getting a holistic view of the complete delivery chain and requires someone to be responsible for end user experience.

Questions that had no answers
In addition to "Who is responsible in case users complain?" the other questions that needed to be urgently addressed included:

  • How often is the service desk called before IT knows that there is a problem?
  • How much time is spent in searching for system errors versus building new features?
  • Do we have a process to find the root-cause when a customer reports a problem?
  • How do we visualize our services from the customer‘s point of view?
  • How much revenue, brand image and productivity are at risk or lost while IT is searching for the problem?
  • What to do when someone says "it‘s slow"?

The Ten Requirements
These unanswered questions triggered the need to move away from traditional system monitoring and develop the requirements for new generation APM and user experience management.

1: Support State-of-the-Art Architecture
Based on their current system architecture it was clear that Swarovski needed an approach that was able to work in their architecture, now and in the future. The rise of more interactive Web 2.0 and mobile applications had to be factored in to allow monitoring end users from many different devices and regardless of whether they used a web application or mobile native application as their access point.

Transactions need to be followed from the browser all the way back to the database. It is important to support distributed transactions. This approach also helps to spot architectural and deployment problems immediately

2: 100% transactions and clicks - No Averages
Based on their experience, Swarovski knew that looking at average values or sampled data would not be helpful when customers complained about bad performance. Responding to a customer complaint with "Our average user has no problem right now - sorry for your inconvenience" is not what you want your helpdesk engineers to use as a standard phrase. Averages or sampling also hides the real problems you have in your system. Check out the blog post Why Averages Suck by Michael Kopp for more detail.

Measuring end user performance of every customer interaction allows for quick identification of regional problems with CDNs, Third Parties or Latency.

Having 100% user interactions and transactions available makes it easy to identify the root cause for individual users

3: Business Visibility
As the business had a growing interest in the success of the eCommerce platform, IT had to demonstrate to the business what it took to fulfill their requirements and how business requirements are impacted by the availability or the lack of investment in the application delivery chain.

Correlating the number of Visits with Performance on incoming Orders illustrates the measurable impact of performance on revenue and what it takes to support business requirements.

4: Impact of 3rd Parties and CDNs
It was important to not only track transactions involving their own Data Center but all user interactions with their web site - even those delivered through CDNs or third parties. All of these interactions make up the user experience and therefore all of it needs to be analyzed.

Seeing the actual load impact of third-party components or content delivered from CDNs enables IT to pinpoint user experience problems that originate outside their own data center.

5: Across the life cycle - supporting collaboration and tearing down silos
The APM initiative was started because Swarovski reacted to problems happening in production. Fixing these problems in production is only the first step. Their ultimate goal is to become pro-active by finding and fixing problems in development or testing-before they spill over into production. Instead of relying on different sets of tools with different capabilities, the requirement is to use one single solution that is designed to be used across the application lifecycle (Developer Workstation, Continuous Integration, Testing, Staging and Production). It will make it easier to share application performance data between lifecycle stages allowing individuals to not only easily look at data from other stages but also compare data to verify impact and behavior of code changes between version updates.

Continuously catching regressions in Development by analyzing unit and performance tests allows application teams to become more proactive.

Pinpointing integration and scalability issues, continuously, in acceptance and load testing makes testing more efficient and prevents problems from reaching production.

6: Down to the source code
In order to speed up problem resolution Swarovski's operations and development teams require as much code-level insight as possible - not only for their own engineers who are extending the Intershop eCommerce Platform but also for Intershop to improve their product. Knowing what part of the application code is not performing well with which input parameters or under which specific load on the system eliminates tedious reproduction of the problem. The requirement is to lower the Mean Time To Repair (MTTR) from as much as several days down to only a couple of hours.

The SAP Connector turned out to have a performance problem. This method-level detailed information was captured without changing any code.

7: Zero/Acceptable overhead
"Who are we kidding? There is nothing like zero overhead especially when you need 100% coverage!" - Just the words from René when you explained that requirement. And he is right: once you start collecting information from a production system you add a certain amount of overhead. A better term for this would be "imperceptible overhead" - overhead that's so small, you don't notice it.

What is the exact number? It depends on your business and your users. The number should be worked out from the impact on the end user experience, rather than additional CPU, memory or network bandwidth required in the data center. Swarovski knew they had to achieve less than 2% overhead on page load times in production, as anything more would have hurt their business; and that's what they achieved.

8: Centralized data collection and administration
Running a distributed eCommerce application that gets potentially extended to additional geographical locations requires an APM system with a centralized data collection and administration option. It is not feasible to collect different types of performance information from different systems, servers or even data centers. It would either require multiple different analysis tools or data transformation to a single format to use it for proper analysis.

Instead of this approach, a single unified APM system was required by Swarovski. Central administration is equally important as they need to eliminate the need to rely on remote IT administrators to make changes to the monitored system, for example, simple tasks such as changing the level of captured data or upgrading to a new version.

By storing and accessing performance data from a single, centralized repository, enables fast and powerful analytic and visualization. For example, system metrics such as CPU utilization can be correlated with end-user response time or database execution time - all displayed on one single dashboard.

9: Auto-Adapting Instrumentation without digging through code
As the majority of the application code is not developed in-house but provided by Intershop, it is mandatory to get insight into the application without doing any manual code changes. The APM system must auto-adapt to changes so that no manual configuration change is necessary when a new version of the application is deployed.

This means Swarovski can focus on making their applications positively contribute to business outcomes; rather than spend time maintaining IT systems.

10: Ability to extend
Their application is an always growing an ever-changing IT environment. Where everything might have been deployed on physical boxes it might be moved to virtualized environments or even into a public cloud environment.

Whatever the extension may be - the APM solution must be able to adapt to these changes and also be extensible to consume new types of data sources, e.g., performance metrics from Amazon Cloud Services or VMware, Cassandra or other Big Data Solutions or even extend to legacy Mainframe applications and then bring these metrics into the centralized data repository and provide new insights into the application's performance.

Extending the application monitoring capabilities to Amazon EC2, Microsoft Windows Azure, a public or private cloud enables the analysis of the performance impact of these virtualized environments on end user experience.

The Solution and the Way Forward
Needless to say that Swarovski took the first step in implementing APM as a new process and mindset in their organization. They are now in the next phase of implementing a Performance Center of Excellence. This allows them moving from Reactive Performance Troubleshooting to Proactive Performance Prevention.

Stay tuned for more blog posts on the Performance Center of Excellence and how you can build one in your own organization. The key message is that it is not about just using a bunch of tools. It is about living and breathing performance throughout the organization. If you are interested in this check out the blogs by Steve Wilson: Proactive vs Reactive: How to prevent problems instead of fixing them faster and Performance in Development is the Chief Cornerstone.

More Stories By Andreas Grabner

Andreas Grabner has been helping companies improve their application performance for 15+ years. He is a regular contributor within Web Performance and DevOps communities and a prolific speaker at user groups and conferences around the world. Reach him at @grabnerandi

Comments (0)

Share your thoughts on this story.

Add your comment
You must be signed in to add a comment. Sign-in | Register

In accordance with our Comment Policy, we encourage comments that are on topic, relevant and to-the-point. We will remove comments that include profanity, personal attacks, racial slurs, threats of violence, or other inappropriate material that violates our Terms and Conditions, and will block users who make repeated violations. We ask all readers to expect diversity of opinion and to treat one another with dignity and respect.


@ThingsExpo Stories
The cloud promises new levels of agility and cost-savings for Big Data, data warehousing and analytics. But it’s challenging to understand all the options – from IaaS and PaaS to newer services like HaaS (Hadoop as a Service) and BDaaS (Big Data as a Service). In her session at @BigDataExpo at @ThingsExpo, Hannah Smalltree, a director at Cazena, will provide an educational overview of emerging “as-a-service” options for Big Data in the cloud. This is critical background for IT and data profes...
SYS-CON Events announced today that Men & Mice, the leading global provider of DNS, DHCP and IP address management overlay solutions, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. The Men & Mice Suite overlay solution is already known for its powerful application in heterogeneous operating environments, enabling enterprises to scale without fuss. Building on a solid range of diverse platform support,...
Cognitive Computing is becoming the foundation for a new generation of solutions that have the potential to transform business. Unlike traditional approaches to building solutions, a cognitive computing approach allows the data to help determine the way applications are designed. This contrasts with conventional software development that begins with defining logic based on the current way a business operates. In her session at 18th Cloud Expo, Judith S. Hurwitz, President and CEO of Hurwitz & ...
With an estimated 50 billion devices connected to the Internet by 2020, several industries will begin to expand their capabilities for retaining end point data at the edge to better utilize the range of data types and sheer volume of M2M data generated by the Internet of Things. In his session at @ThingsExpo, Don DeLoach, CEO and President of Infobright, will discuss the infrastructures businesses will need to implement to handle this explosion of data by providing specific use cases for filte...
SYS-CON Events announced today that VAI, a leading ERP software provider, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. VAI (Vormittag Associates, Inc.) is a leading independent mid-market ERP software developer renowned for its flexible solutions and ability to automate critical business functions for the distribution, manufacturing, specialty retail and service sectors. An IBM Premier Business Part...
Fortunately, meaningful and tangible business cases for IoT are plentiful in a broad array of industries and vertical markets. These range from simple warranty cost reduction for capital intensive assets, to minimizing downtime for vital business tools, to creating feedback loops improving product design, to improving and enhancing enterprise customer experiences. All of these business cases, which will be briefly explored in this session, hinge on cost effectively extracting relevant data from ...
As enterprises work to take advantage of Big Data technologies, they frequently become distracted by product-level decisions. In most new Big Data builds this approach is completely counter-productive: it presupposes tools that may not be a fit for development teams, forces IT to take on the burden of evaluating and maintaining unfamiliar technology, and represents a major up-front expense. In his session at @BigDataExpo at @ThingsExpo, Andrew Warfield, CTO and Co-Founder of Coho Data, will dis...
SYS-CON Events announced today that iDevices®, the preeminent brand in the connected home industry, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. iDevices, the preeminent brand in the connected home industry, has a growing line of HomeKit-enabled products available at the largest retailers worldwide. Through the “Designed with iDevices” co-development program and its custom-built IoT Cloud Infrastruc...
SYS-CON Events announced today that Pythian, a global IT services company specializing in helping companies adopt disruptive technologies to optimize revenue-generating systems, has been named “Bronze Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2015 at the Javits Center in New York, New York. Founded in 1997, Pythian is a global IT services company that helps companies compete by adopting disruptive technologies such as cloud, Big Data, advanced analytics, and DevO...
SYS-CON Events announced today that Alert Logic, Inc., the leading provider of Security-as-a-Service solutions for the cloud, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Alert Logic, Inc., provides Security-as-a-Service for on-premises, cloud, and hybrid infrastructures, delivering deep security insight and continuous protection for customers at a lower cost than traditional security solutions. Ful...
SYS-CON Events announced today that Interoute, owner-operator of one of Europe's largest networks and a global cloud services platform, has been named “Bronze Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2015 at the Javits Center in New York, New York. Interoute is the owner-operator of one of Europe's largest networks and a global cloud services platform which encompasses 12 data centers, 14 virtual data centers and 31 colocation centers, with connections to 195 ad...
SYS-CON Events announced today that Commvault, a global leader in enterprise data protection and information management, has been named “Bronze Sponsor” of SYS-CON's 18th International Cloud Expo, which will take place on June 7–9, 2016, at the Javits Center in New York City, NY, and the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Commvault is a leading provider of data protection and information management...
Eighty percent of a data scientist’s time is spent gathering and cleaning up data, and 80% of all data is unstructured and almost never analyzed. Cognitive computing, in combination with Big Data, is changing the equation by creating data reservoirs and using natural language processing to enable analysis of unstructured data sources. This is impacting every aspect of the analytics profession from how data is mined (and by whom) to how it is delivered. This is not some futuristic vision: it's ha...
With the Apple Watch making its way onto wrists all over the world, it’s only a matter of time before it becomes a staple in the workplace. In fact, Forrester reported that 68 percent of technology and business decision-makers characterize wearables as a top priority for 2015. Recognizing their business value early on, FinancialForce.com was the first to bring ERP to wearables, helping streamline communication across front and back office functions. In his session at @ThingsExpo, Kevin Roberts...
One of the bewildering things about DevOps is integrating the massive toolchain including the dozens of new tools that seem to crop up every year. Part of DevOps is Continuous Delivery and having a complex toolchain can add additional integration and setup to your developer environment. In his session at @DevOpsSummit at 18th Cloud Expo, Miko Matsumura, Chief Marketing Officer of Gradle Inc., will discuss which tools to use in a developer stack, how to provision the toolchain to minimize onboa...
Silver Spring Networks, Inc. (NYSE: SSNI) extended its Internet of Things technology platform with performance enhancements to Gen5 – its fifth generation critical infrastructure networking platform. Already delivering nearly 23 million devices on five continents as one of the leading networking providers in the market, Silver Spring announced it is doubling the maximum speed of its Gen5 network to up to 2.4 Mbps, increasing computational performance by 10x, supporting simultaneous mesh communic...
SYS-CON Events announced today that Fusion, a leading provider of cloud services, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Fusion, a leading provider of integrated cloud solutions to small, medium and large businesses, is the industry's single source for the cloud. Fusion's advanced, proprietary cloud service platform enables the integration of leading edge solutions in the cloud, including clou...
Most people haven’t heard the word, “gamification,” even though they probably, and perhaps unwittingly, participate in it every day. Gamification is “the process of adding games or game-like elements to something (as a task) so as to encourage participation.” Further, gamification is about bringing game mechanics – rules, constructs, processes, and methods – into the real world in an effort to engage people. In his session at @ThingsExpo, Robert Endo, owner and engagement manager of Intrepid D...
WebRTC has had a real tough three or four years, and so have those working with it. Only a few short years ago, the development world were excited about WebRTC and proclaiming how awesome it was. You might have played with the technology a couple of years ago, only to find the extra infrastructure requirements were painful to implement and poorly documented. This probably left a bitter taste in your mouth, especially when things went wrong.
Learn how IoT, cloud, social networks and last but not least, humans, can be integrated into a seamless integration of cooperative organisms both cybernetic and biological. This has been enabled by recent advances in IoT device capabilities, messaging frameworks, presence and collaboration services, where devices can share information and make independent and human assisted decisions based upon social status from other entities. In his session at @ThingsExpo, Michael Heydt, founder of Seamless...