How Real-Time Data Can Drive Better Business Outcomes

It’s very challenging for companies today to undergo digital transformation without interrupting the daily flow of business. And yet the adoption of new digital technologies is required to keep pace with new, more nimble competitors in every marketplace.

Like it or not, the modern consumer expects digital interactions. And if these interactions are not seamless, your customers will go elsewhere. For example: 

  • 53% of users abandon an app that takes longer than 3 seconds to load, a Google study found
  • 86% of users delete apps that perform poorly, according to a Kleiner Perkins study
  • 28% will switch to a competitor if the app is slow (Kleiner Perkins)


Customers demand the same capabilities and experiences they’ve come to expect when interacting with retail, entertainment, travel and financial companies. But even if you don’t directly compete with tech giants such as Google, Facebook or Uber, you do compete with them from a user-experience perspective. Typically, this means 24/7 service—anytime, anywhere and on any digital device.

Digital platforms provide businesses the power to personalize and strengthen connections with customers through new offerings and services. For the business, the goal is not only to deliver the best user experience, but also to collect data which, combined with the right analytical tools, can deliver insights to improve the user experience in new and innovative ways.

In talking with AppDynamics’ customers, I’ve found that these are the top four strategic priorities for developing business processes to enhance the digital experience:

  1. Analytics: What real-time data can you leverage from your applications to optimize business processes?
  2. Artificial Intelligence: How can you leverage AI and machine learning to ensure that these processes operate as quickly and efficiently as possible?
  3. Internet of Things: How do you leverage data from IoT devices, including wearables and connected cars, to gauge how the IoT impacts application and business performance?
  4. New products and services: How do you leverage technology and analytics to support new offerings in your industry?


Many companies have made investments in analytics and, more broadly, in improving the digital experience. But while businesses have embraced the app as an essential means of customer interaction, many fear they’re not getting the most from their data. In fact, only 29% of businesses believe they’re skilled at connecting analytics results to business outcomes, a Forrester Research study found.

A major complication is finding an effective way to connect application performance to business outcomes. For example, all businesses use some type of business intelligence (BI) tools to glean insight from their data. But typically these tools are backwards-looking, providing dated insights such as whether last quarter’s sales for your new product line were on target.

Case Study: Insurance 

To illustrate my point, I’d like to take a quick look at the insurance industry, where the traditional business model, though remarkably resilient, is undergoing a dramatic digital transformation. The proliferation of mobile devices—the basis for business with the millennial generation—is transforming insurance with easier, more cost-effective processes. The old interaction model—a customer calls an insurer, answers a bunch of questions, and then obtains a quote—is changing to one where the customer goes online and gets a quote within minutes, either directly from the insurer or via a third-party.

Digital platforms offer insurers the power to personalize and strengthen connections with their customers through new services. In addition, insurers can use data analytics to gain deeper insights, explore new business models, and reduce risk and fraud.

So with all the innovation and new players in the industry, how does an insurance provider differentiate? By making all services digital—everything from account creation, underwriting and policy approval to payments and claims—and extending the customer experience to mobile platforms.

Sounds great, right? But if your analytics tools aren’t examining what’s happening now, but rather looking at last week’s or last quarter’s data, you’re not getting a real-time view of the customer experience. To make matters worse, insurers (and other businesses) may rely on a motley assortment of siloed teams and tools to stitch together application and business data, with hopes of gaining insight from it later.

Why Legacy APM Tools Won’t Cut It   

From an operations perspective, legacy application performance monitoring (APM) tools are able to see what the application health looks like, including:

  • Are response times of key transactions good or bad? 
  • Are error rates normal? 
  • Are the nodes connected to our new API healthy?


But when the application is experiencing issues, legacy APM often lacks the business metrics and understanding of how the customer is being impacted. You might know there’s some kind of application problem, but you’re unable to see the full scope of the problem and how it’s impacting the business.

So what’s missing? Context. The ability to know both what’s happening with the business and, more importantly, why it’s happening.  

The Three Keys: Context, Action, Unity

The real-time transaction data that provides context—in addition to enabling you to quickly detect and repair low-level application bottlenecks—can help create new business opportunities.

To drive these business gains, you need an APM solution that:

  • Provides context in real time: Allowing you to see how application performance is impacting your key business metrics. 
  • Enables you to take action: You know quickly if an app is causing performance degradation. If it is, you can pinpoint the root cause, ideally before it impacts your customers. 
  • Unifies siloed teams: Too often IT teams don’t work together. Giving siloed groups a single source of truth encourages cross-team conversation and collaboration, enabling them to understand the context of application and business performance. 


AppDynamics Business iQ delivers immediate, clear, actionable correlations between application performance, user experience, and business outcomes. By helping your organization navigate the complex journey of digital transformation, Business iQ enables you to reach key business goals, provide new ways to engage with people, and elevate the customer experience.

For an in-depth look at how Business iQ can help the insurance industry and other verticals, check out the recent AppDynamics webinar I did with Kingsley Hughes-Morgan, Manager for Emerging Technologies at AppDynamics.

AppDynamics Business iQ Named Best Data/Analytics Technology at Techies 2019

Boom! AppDynamics’ acclaimed Business iQ, which enables enterprises to see how their digital experience impacts customer behavior, revenue and business goals, has won the Best Data/Analytics Technology of the Year award at the Techies 2019 in London.

Now in its fourth year, the Techies recognizes the best products, projects, teams and individuals in the UK tech sector. The annual event celebrates innovation across all industry sectors in the UK, rewarding the best and brightest tech professionals and solutions from multiple disciplines. The awards are hosted by Techworld, part of the IDG publishing group.

Laura Lenti (left), AppDynamics Regional Sales Manager, UK & Ireland, and Lee Scapagna (center), AppDynamics Sales Engineer, EMEA, celebrate at the Techies.

“We’re thrilled and honored that Business iQ has received the Best Data/Analytics Technology of the Year award at the Techies,” said Matt Cleve, Director & Global Lead for Business iQ at AppDynamics. “It’s exciting to see global tech leaders recognize Business iQ’s industry-leading ability to draw immediate, clear and actionable correlations between application performance, user experience, and business outcomes. This is a key component of AppDynamics’ AIOps vision.”

Business iQ is a single, flexible platform that ingests, correlates, and visualizes real-time business and application performance data streaming from end-user devices, applications, and infrastructure. It gives IT ops, developers, and product or business owners the insights they need to justify technology investments, effectively prioritize code development, and make mission-critical and strategic improvements to applications.

More Praise for Business iQ

The Techies 2019 award is just one of several industry honors that AppDynamics has received recently. For the seventh time, AppD was named a leader in Gartner’s 2019 Magic Quadrant for Application Performance Monitoring Suites, earning the highest aggregate critical capability scores of any vendor, with a significant lead in business monitoring capability.

Gartner noted AppDynamics’ core strengths, including:

  • Our end-to-end monitoring coverage and scalability
  • With Business iQ, the ability to monitor business metrics in real time and pinpoint how changes in application and user experience impact business outcomes
  • The ability to leverage Cisco’s go-to-market (GTM) strategy to accelerate our business with Application Visibility Packs


Business iQ also earned the top honor in the Business Intelligence and Analytics category at the 2018 CRN Tech Innovator Awards. It was recognized for its ability to provide a single lens of application and real-time business performance, enabling enterprises to embrace the challenges of today’s digital economy.

Go here to learn more about AppDynamics award-winning Business iQ.

Using AppDynamics Business iQ to Uncover Airline Competitive Seat-Blocking

At AppDynamics, we frequently talk about how insights derived from application performance metrics can help achieve favorable business outcomes. It’s easy to imagine how this would be the case with a slow e-commerce application or full-blown outage, but there are many other use cases that don’t readily come to mind.

Here’s a hypothetical use case that illustrates the diversity of insights that AppDynamics Business iQ can provide. Imagine an airline has built a Business iQ dashboard showing the health of its reservation system. The normal look-to-book ratio—a travel industry metric showing the percentage of people who visit a travel site versus those who actually make a purchase—is about 15% in our hypothetical example.

A typical look-to-buy ratio.

The conversion funnel is part of several AppDynamics dashboards displayed in the airline’s global customer support center. In our use case, the “Get Availability” requests suddenly spike 50% to 125,093, while the conversion ratio drops by almost 400%—from 15% to 4%.

Flight risk: 4% is an abnormally low look-to-buy rate.

This low conversion ratio creates a business problem for the airline, which must hold back seats that other customers might want to purchase. At the same time, the high number of reserved seats triggers higher prices on the remaining unreserved seats—and in all likelihood causes customers to look elsewhere for cheaper tickets from other airlines.

By clicking “Get Availability” on the conversion funnel screen (above), we see a lot of mobile requests are coming from IP addresses that belong to public cloud data centers. These are illegitimate mobile users, as legitimate users would come from an IP address owned by mobile operators, not from public clouds. (To find out who owns a particular IP address, you can use a domain lookup website like ICANN’s WHOIS). Requests coming from IP addresses of public cloud data centers should be blocked from these APIs.

In our example, the airline then exports its table of mobile users to its IT security team, which implements proper filtering to block the rogue accounts (see “Export table as CSV” below). As a result, the mobile user requests quickly return to normal volume.

This near real-time business performance measurement greatly benefits the airline’s bottom line, enabling it to preserve millions of dollars in annual revenue. In addition, the sudden drop in the conversion ratio prompts the airline’s global IT operations center to probe into the company’s business transactions, a process vastly simplified—without any log-digging—by AppDynamics’ user-friendly UI. Business iQ enables the airline to solve the mystery of why some flights, which normally would be packed with passengers, are nearly empty.

The Benefits of Business iQ

This hypothetical case study shows how useful information is tucked away in enterprise systems, waiting to be discovered by an APM solution like AppDynamics. Of course, the problem of bogus tickets and low look-to-buy conversion rates existed long before before the deployment of APM. But in this case, the airline was unaware of the resulting revenue loss until it surfaced in the Business iQ dashboard, spurring its staff into action.

In a world of complex distributed systems and ruthless competitors, companies owe it to themselves to deploy a solution like AppDynamics Business iQ, which can identify potential problems like a sharp drop in conversion rates, as well as highlight the effect on the business and quickly diagnose root cause. The health of your business depends on it!

Unlocking Insights and Visibility Into TIBCO With APM Software

TIBCO Software is a global leader in integration, API management and analytics. The company recently was named a leader in the Gartner 2018 Magic Quadrant for Full Life Cycle API Management report for the fourth consecutive time. TIBCO’s traditional strength in application integration is based on its enterprise service bus (ActiveMatrix BusinessWorks), message-oriented middleware (Enterprise Message Service and FTL), and off-the-shelf adapters for applications and other platforms.

TIBCO offers real-time analytics and operational intelligence, including process-intelligence Business Activity Monitoring (BAM) (in AMX BPM); business intelligence BAM, visual data discovery and predictive analytics (in Spotfire and R); business rule processing (in AMX Decisions); two stream analytics CEP platforms (BusinessEvents and StreamBase); and other capabilities.

Critical Banking and Infrastructure Dependencies Require Reliability

In large financial institutions around the world, critical processes such as online banking, mortgages and payments rely on TIBCO. If TIBCO systems were to go down, banking customers wouldn’t be able to get mortgage information, borrow money, or even pay their bills. Indeed, the importance of keeping TIBCO systems up and running is extremely high. It’s equally important for TIBCO users to identify issues, provide solutions, and respond immediately to potential problems as quickly as possible.

More Insights, Please

TIBCO’s product line is extremely powerful, but it can be complicated and expensive for many small and midsize business process management (BPM) projects. As I’ve seen quite a few times throughout my career, TIBCO can be a black box for companies, which usually lack the ability to see inside the code. The reason is that TIBCO users are not exposed to code, but instead use a GUI called TIBCO Designer to create integration projects for their enterprise environments. The good news is that application performance management (APM) software can provide insights into how TIBCO is working under the hood.

When you intend to monitor something as immensely complex as TIBCO, you need a good plan. The first step is to identify what is important and what is not. Therefore, your initial focus should be on identifying the most important business flows on the TIBCO side, and defining the most important business transactions on the APM side. Mapping the relationship between TIBCO workflows (customer/business journeys) and AppDynamics Business Transactions—a key monitoring component consisting of all required services in your environment—is the next logical step. (For a deeper dive into the philosophy of configuring BTs, read How to Identify Impactful Business Transactions in AppDynamics.)

Once mapping has been established, TIBCO users should be able to understand and ultimately resolve performance issues, as well as optimize infrastructure and application setup. But that’s just the beginning.

Dashboards for Real-Time Metrics

AppDynamics can enrich TIBCO monitoring by comparing real-time EMS metrics side-by-side with metrics measured by our Java agent in handy dashboards, providing useful insights into TIBCO’s performance. This is achieved by configuring the AppDynamics TIBCO EMS Monitoring Extension. You will need to give this extension access to your TIBCO EMS server. Our machine agent then uses the extension and feeds the data directly from the EMS server to AppDynamics, where we can display it side-by-side next to real-time metrics provided by our Java agents.

How About Some Alerts?

Of course, users also need to know when something is wrong—and not only by looking at a nice dashboard! This is why you should utilize the power of AppDynamics Health Rules, which leverage dynamic baselines to establish performance thresholds and configure them for Business Transactions. Once these rules are defined and configured, you’re all set: When AppDynamics detects a potential issue, it triggers a Health Rule and sends out a notification. This enables the user, with just a few clicks, to examine the Business Transaction snapshot and get code-level details for every anomaly, even under extreme load. Therefore, AppDynamics’ three-click drill down allows TIBCO customers to pinpoint issues in a very short amount of time.

In many respects, TIBCO is still a grey area for companies, as it is difficult, if not impossible to see its inner workings. (As mentioned above, TIBCO users never see the internal code, but instead rely on the GUI-based TIBCO Designer.) AppDynamics’ monitoring brings more insight into how TIBCO works behind scenes, and gives users a better understanding of how their configuration is tied to TIBCO code. Although it might not be meaningful to the user to see TIBCO code errors, this information could prove valuable to TIBCO support and lead to faster mean time to resolve.

A High-Level Overview

For companies using TIBCO as a backbone for their services, a cross-application flow view is exceptionally useful for seeing which applications are communicating with TIBCO. The screenshot below shows a practical, graphic representation of a TIBCO user’s environment in AppDynamics.*

AppDynamics can create an intuitive diagram of TIBCO workflows, such as one showing the health of each TIBCO operation translated into one or more Business Transactions.

Above you see a slightly different view, one more business-focused and based on normal APM data. However, if you need more detailed business-focused dashboards with funnel graphs, a number of unique transactions, or full end-to-end duration of each transaction, there is a way! All this and much more can be achieved by using AppDynamics Business iQ. (Read how AppDynamics Business Journeys provide a unified, end-to-end application view and help solve complex business problems.)

Global financial institutions depend on TIBCO’s real-time analytics and operational intelligence to keep their operations running efficiently. But TIBCO can be a black box for companies, which need a powerful APM solution to gain code-level insights into their environments and to resolve issues quickly.

*All screenshots shown in this article are not actual representations of TIBCO’s environment.

How Top Investment Banks Accelerate Transaction Time and Avoid Performance Bottlenecks

A complex series of interactions must take place for an investment bank to process a single trade. From the moment it’s placed by a buyer, an order is received by front-office traders and passed through to middle- and back-office systems that conduct risk management checks, matchmaking, clearing and settlement. Then the buyer receives the securities and the seller the corresponding cash. Once complete, the trade is sent to regularity reporting, which insures the transaction was processed under the right regulatory requirements. One AppDynamics customer, a major financial firm, utilizes thousands of microservices to complete this highly complex task countless times throughout the day.

To expedite this process, banks have implemented straight-through processing (STP), an initiative that allows electronically entered information to move between parties in the settlement process without manual intervention. But one of the banks’ biggest concerns with STP is the difficulty of following trades in real-time. When trades get stuck, manual intervention is needed, often impacting service level agreements (SLAs) and even trade reconciliation processes. One investment firm, for instance, told AppDynamics that approximately 20% of its trades needed manual input to complete what should have been a fully automated process—a bottleneck that added significant overhead and resource requirements. And with trade volumes increasing 25% year over year, the company needed a fresh approach to help manage its rapid growth.

AppDynamics’ Business Transactions (BT) enabled the firm to track and follow trades in real time, end-to-end through its systems. The BT traces through of all the necessary systems and microservices—applications, databases, third-party APIs, web services, and so on—needed to process and respond to a request. In investment banking, a BT may include everything from placing an order, completing risk checks or calculations, booking and confirming different types of trades, and even post-trade actions such as clearing, settlement and regularity reporting.

The AppDynamics Business Journey takes this one step further by following a transaction across multiple BTs; for example, following an individual trade from order through capture and then to downstream reporting. The Business Journey provides true end-to-end, time-enabling tracking against SLAs, and traces the transaction across each step to monitor performance and ensure completion.

Once created, the Business Journey allows you to visualise key metrics with out-of-the-box dashboards.

Real-Time Tracking with Dashboards

Prior to AppDynamics, one investment bank struggled to track trades in real time. They were doing direct queries on the database to find out how many trades had made it downstream to the reporting database. This method was slow and inefficient, requiring employees to create and share small Excel dashboards, which lacked real-time trade information. AppDynamics APM dashboards, by comparison, enabled them to get a real-time, high-level overview of the health and performance of their system.

After installing AppDynamics, the investment bank instrumented a dashboard to show all the trades entering its post-trade system throughout the day. This capability proved hugely beneficial in helping the firm monitor trading spikes and ensure it was meeting its SLAs. And Business IQ performance monitoring made it possible to slice and dice massive volumes of incoming trades to gain real-time insights into where the transactions were coming from (i.e., which source system), their value, whether they met the SLAs, and which ones failed to process. Additionally, AppDynamics Experience Level Management provided the ability to report compliance against specific processing times.

Now the bank could automate complex processes and remove inefficient manual systems. Prior to AppDynamics, there was a team dedicated to overseeing more than 200 microservices. They had to determine why a particular trade failed, and then pass that information onto the relevant business teams for follow-up to avoid losing business. But too often a third-party source would send invalid data, or update its software and send a trade in an updated format unfamiliar to the bank’s backend system, creating a logistical mess too complex for one human to manage. With Business IQ, the bank was able to immediately spot and follow up on invalid trades.

Searching for Trades Across All Applications

Microservices offer many advantages but can bring added complexity as well. The investment bank had hundreds of microservices but lacked a fast and efficient way to search for an individual trade. In the event of a problem, they would take the trade ID and look into the log files of multiple microservices. On average, they had to open up some 40 different log files to locate a problem. And although the firm had an experienced support staff that knew the applications well, this manual process wasn’t sustainable as newer, inexperienced support people were brought onboard. Nor would this system scale as trade volume increased.

By using Business IQ to monitor every transaction across all microservices, the bank was able to easily monitor individual trade transactions throughout the lifecycle. And by capturing the trade ID, as well as supplementary data such as the source, client, value and currency, they could then go into AppDynamics Application Analytics and very quickly identify specific transactions. For example, they could enter the trade ID and see every transaction for the trade across the entire system.

This feature was particularly loved by the support staff, which now had immediate access to all of a trade’s interactions within a single screen, as well as the ability to easily drill down to find the find the root cause of a failed transaction.

Tracking Regulatory SLAs in Real Time

Prior to AppDynamics, our customer didn’t have an easy way to track the progress of a trade in real time. Rather, they were manually verifying that trades were successfully being sent to regulatory reporting systems, as well as ensuring that this was completed within the required timeframe. This was difficult to do in real time, meaning that when there was an issue, often it was not found until after the SLA had been breached. With AppDynamics they were able to set up a dashboard to visualise data in real time; the team then set up a health rule to indicate if trade reporting times were approaching the SLA. They also configured an alert that enabled them to proactively see and resolve any issues ahead of an SLA breach.

Proactively Tracking Performance after Code Releases

The bank periodically introduces new functionality to meet the latest business or regulatory requirements, in particular MiFID II, introduced to improve investor protection across Europe by harmonizing the rules for all firms with EU clients. Currently, new releases happen every week, but this rate will continue to increase. These new code releases introduce risk, as previous releases have either had a negative impact on system performance or have introduced new defects. In one two-month period, for instance, the time required to capture a trade increased by about 20%. If this continued, the bank would have had to scale out hugely—buying new hardware at significant cost—to avoid breaching its regulatory SLA.

The solution was to create a comparative dashboard in AppDynamics that showed critical Business Transactions and how they were being changed between releases (response times, errors, and so on). If any metric degraded from the previous version or deviated from a certain threshold, it would be highlighted on the dashboard in a different color, making it easier to decide whether to proceed with a rollout or determine which new feature or change had caused the deviation.

Preventing New Hardware Purchases

After refining its code based on AppDynamics’ insights, the bank saw a dramatic 6X performance improvement. This saved them from having to—in their words—“throw more hardware at the problem” by buying more CPU processing power to push through more trades.

By instrumenting their back office systems with AppDynamics, the bank gained deep insights that enabled them to refine their code. For instance, calls to third-party APIs were taking place unnecessarily and trades were being captured unintentionally within multiple different databases. Without AppDynamics, it’s unlikely this would have been discovered. The insight enabled the bank to make some very simple changes to fine-tune code, resulting in a significant performance improvement and enabling the bank to save money by scaling with their existing hardware profile.

Beneficial Business Outcomes

From the bank’s perspective, one of the greatest gains of going with AppDynamics was the ability to follow a trade through its many complex services, from the moment an order is placed, through to capture and down to regularity reporting. This enabled them to improve system performance, avoid expensive (and unnecessary) hardware upgrades, quickly search for trade IDs to locate and find the root cause of issues, and proactively manage SLAs.

See how AppDynamics can help your own business achieve positive outcomes.

Managing Software Reliability Metrics: How to Build SRE Dashboards That Drive Positive Business Outcomes

Customers expect your business application to perform consistently and reliably at all times—and for good reason. Many have built their own business systems based on the reliability of your application. This reliability target is your service level objective (SLO), the measurable characteristics of a service level agreement (SLA) between a service provider and its customer.

The SLO sets target values and expectations on how your service(s) will perform over time. It includes service level indicators (SLIs)—quantitative measures of key aspects of the level of service—which may include measurements of availability, frequency, response time, quality, throughput and so on.

If your application goes down for longer than the SLO dictates, fair warning: All hell may break loose, and you may experience frantic pages from customers trying to figure out what’s going on. Furthermore, a breach to your SLO error budget—the rate at which service level objectives can be missed—could have serious financial implications as defined in the SLA.

Why an Error Budget?

Developers are always eager to release new features and functionality. But these upgrades don’t always turn out as expected, and this can result in an SLO violation. With that being said, your SRE team should be able to do deployments and system upgrades as needed, but anytime you make changes to applications, you introduce the potential for instability.

An error budget states the numeric expectations of SLA availability. Without one, your customer may expect 100% reliability at all times. The benefit of an error budget is that it allows your product development and site reliability engineering (SRE) teams to strike a balance between innovation and reliability. If you frequently violate your SLO, the teams will need to decide whether its best to pull back on deployment and spend more time investigating the cause of the SLO breach.

For example, imagine that an SLO requires a service to successfully serve 99.999% of all queries per quarter. This means the service’s error budget has a failure rate of 0.001% for a given quarter. If a problem causes a 0.0002% failure rate, it will consume 20% of the service’s quarterly error budget.

Don’t Aim for Perfection

Developing a workable SLO isn’t easy. You need to set realistic goals, as aiming for perfection (e.g. 100% availability) can prove very expensive and nearly  impossible to achieve. Your SRE team, which is responsible for the daily operation of an application in production, must work with interested parties (e.g., product owners) to find the correct transactions to monitor for your SLO.

To begin, you must define your SLIs to determine healthy levels of service, and then use metrics that expose a negative user experience. Your engineering and application teams must decide which metric(s) to monitor, since they know the application best. A typical approach is to find a key metric that represents your SLO. For instance, Netflix uses its starts-per-second metric as an indicator of overall system health, because its baselining has led the company to expect X number of starts within any given timeframe.

Once you’ve found the right metrics, make them visible on a dashboard. Of course, not all metrics are useful. Some won’t need alerts or dashboard visibility, and you’ll want to avoid cluttering your dashboard with too many widgets. Treat this as an iterative process. Start with just a few metrics as you gain a better understanding of your system’s performance. You also can implement alerting—email, Slack, ticketing and so on—to encourage a quick response to outages and other problems.

People often ask, “What happens when SLOs aren’t met?”

Because an SLA establishes that service availability will meet certain thresholds over time, there may be serious consequences for your business—including the risk of harming your reputation and, of course, financial loss resulting from an SLO breach and a depletion of your error budget. Since the penalty for an SLA violation can be severe, your SRE team should be empowered to fix problems within the application stack. Depending on the team’s composition, it’s possible they’ll either release a fix to the feature code, make changes to the underlying platform architecture or, in a severe case, ask the feature team to halt all new development until your service returns to an acceptable level of stability as defined by the error budget.

How AppDynamics Helps You

AppDynamics enables you to track numerous metrics for your SLI.

But you may be wondering, “Which metrics should I use?”

AppD users are often excited—maybe even a bit overwhelmed—by all the data collected, and they assume everything is important. But your team shouldn’t constantly monitor every metric on a dashboard. While our core APM product provides many valuable metrics, AppDynamics includes many additional tools that deliver deep insights as well, including End User Monitoring (EUM), Business iQ and Browser Synthetic Monitoring.

 Let’s break down which AppDynamics components your SRE team should use to achieve faster MTTR:

  • APM: Say your application relies heavily on APIs and automation. Start with a few API you want to monitor and ask, “Which one of these APIs, if it fails, will impact my application or affect revenue?”  These calls usually have a very demanding SLO.

  • End User Monitoring: EUM is the best way to truly understand the customer experience because it automatically captures key metrics, including end-user response time, network requests, crashes, errors, page load details and so on.

  • Business iQ: Monitoring your application is not just about reviewing performance data.  Biz iQ helps expose application performance from a business perspective, whether your app is generating revenue as forecasted or experiencing a high abandon rate due to degraded performance.

  • Browser Synthetic Monitoring: While EUM shows the full user experience, sometimes it’s hard to know if an issue is caused by the application or the user. Generating synthetic traffic will allow you to differentiate between the two.

So how does AppDynamics help monitor your error budget?

After determining the SLI, SLO and error budget for your application, you can display your error budget on a dashboard. First, convert your SLA to minutes—for example, 99.99% SLO allows 0.01% error budget and only 8.77 hours (526 minutes) of downtime per year. You can create a custom metric to count the duration of SLO violation and display it in a graph. Of course, you’ll need to take maintenance and planned downtime into consideration as well.

With AppDynamics you can use key metrics such as response time, HTTP error count, and timeout errors. Try to avoid using system metrics like CPU and memory because they tell you very little about the user experience. In addition, you can configure Slow Transaction Percentile to show which transactions are healthy.

Availability is another great metric to measure, but keep in mind that even if your application availability is 100%, that doesn’t mean it’s healthy. It’s best to start building your dashboard in the pre-prod environment, as you’ll need to time tweak thresholds and determine which metric to use with each business transaction. The sooner AppDynamics is introduced to your application SDLC, the more time your developers and engineers will have to get acclimated to it.

 What does the ideal SRE dashboard look like? Make sure it has these KPIs:

  • SLO violation duration graph, response time (99th percentile) and load for your critical API calls

  • Error rate

  • Database response time

  • End-user response time (99th percentile)

  • Requests per minute

  • Availability

  • Session duration

Providing Value to Customers with Software Reliability Metric Monitoring

SLI, SLO, SLA and error budget aren’t just fancy terms. They’re critical to determining if your system is reliable, available or even useful to your users. You should be able to measure these metrics and tie them to your business objectives, as the ultimate goal of your application is to provide value to your customers.

Learn how AppDynamics can help measure your business success.

How to Ensure Your Applications Meet Business Goals

It makes sense that every application you use should provide tangible business value. But IT has long been stymied in proving this is true.

Traditional monitoring tools let you know how your systems were performing but offered little insight into whether a delayed response from a database—or any other performance issue—was having a cascading effect on business goals. Conversely, web analytics tools revealed how website interactions affected revenue but failed to connect adverse user behavior—like a spike in abandoned shopping carts—with a root cause.

For years, this lack of visibility has been accepted as the status quo. No longer. CIOs are increasingly taking action to capture business value. In this blog post, I’ll explain how you too can monitor your applications to ensure they are contributing to business goals as well as meeting more traditional IT performance benchmarks.

To begin, you’ll want to put together a cross-functional team that includes someone familiar with the application or applications in question from a technical perspective, someone from operations who is familiar with production support of the application, and someone who has a high-level understanding of the value the application provides to the business. This team will be responsible for defining the value of the application in measurable terms and identifying the relevant use case(s).

Defining Business Value

Applications that have a significant impact on business results usually fall into three buckets. The first bucket is obvious: Externally facing applications that bring in revenue like eCommerce or Bill Pay immediately affect the bottom line if they slow down or become unavailable. What needs to be determined by the team is how many dollars are at stake under different scenarios. In the second bucket are externally facing applications that mediate customer interactions and are generally not directly linked to revenue. However, these apps, which allow a customer to check an account balance, look up product information, or request help from a service rep, can be closely tied to other important metrics like new signups, adoption of new products and services, and customer churn. Performance failures affect those metrics, which in turn affects revenue. Over time, the poor performance of these apps will erode the value of a brand. The third bucket includes internally facing applications that deliver core business functionality like underwriting, policy quoting, and order fulfillment. The apps in this bucket drive revenue, but it is more common for them to affect metrics related to employee productivity. If these applications go down, employees are not able to get work done.

Other apps may not have a noticeable impact on the outward-facing business if they go down, but their effect on productivity and employee morale makes monitoring necessary. These include internally facing tertiary applications that handle human resource functions like onboarding, employee wellness, or expense management.

Establishing a Use Case

Once the business value of an application is determined, the next step is to understand your use case. Common use cases include business health monitoring, user journey monitoring, business journey monitoring, customer segment monitoring, and release validation. I’ll explain more about each use case below. While it is typically easier to brainstorm your own use case after learning what others have done, I expect many companies will end up creating their own unique use cases or blending common use cases together.

Business Health Monitoring: This applies to business owners who want to understand the impact of application performance on key business drivers. An example is an e-commerce site managing sales for different brands. The business owner is interested in conversion rates, the number of orders processed, total sales, and the percentage of customers moving into a loyalty program. He or she uses business health monitoring to determine the root cause behind a change in a KPI. For example, a decline in sales may be caused by an application error or a business problem.

User Journey Monitoring: User journeys are the pathways that users take through an application from start to finish. Applications that benefit from user journey monitoring are those in which the business has a vested interest in the user finishing a journey. These can be as simple as a conversion funnel for a user attempting to buy a book or a complex combination of searching, quoting, and purchasing an insurance policy. We want to understand where our users are falling out (or choosing not to continue) during their journeys so we can easily determine if their behavior is caused by application issues or something external to the application.

Business Journey Monitoring:  Rather than analyzing performance through the lens of a user, business journey monitoring is a way of evaluating the success of a holistic business process. The challenge is that a business process is likely to span applications, services, and events and involve multistep workflows. Looking at whether a complex process is meeting business objectives typically involves breaking it up into milestones and events that comprise those milestones. For a loan application, these would include submission, documents verification, credit approval, insurance underwriting, and final approval.

Customer Segment Monitoring: Identifying the most valuable users of an application and protecting them from performance problems is one way of ensuring better business outcomes. Take the case of an insurance company that manages a portal for financial professionals who want to purchase annuities on behalf of their clients. The professionals with the largest books of business are likely to generate the most revenue for the insurance company. By segmenting customers into tiers based on their number of clients, the insurance company can create health rules around their most valuable users and prioritize their issues.

Release Validation: Whether you are updating an existing application in your data center or migrating to the cloud, you need to be able to compare the before and after state of the application in reference to business KPIs. If you operate a hotel chain, your KPIs will likely include total revenue, average daily rate, and number of bookings. If KPIs fall after a new release or migration, you will want to determine the root cause and prioritize the resolution based on its impact on revenue. You may also want to measure how well a new release improved those KPIs to help validate the decision to invest the time and resources to improve that application.

Executing a Use Case

After you have determined the use case that is appropriate to your business, you will need to identify key metrics. Metrics can be as simple as the dollar value in a cart for an eCommerce application or the size or type of an internal transaction for an underwriting application. As you identify your metrics, you need to decide how you want to tell the story. It’s typically best to start with a whiteboard session where you outline what you want your dashboard(s) to look like.

This helps ensure that a layperson will be able to quickly and easily understand if the business is healthy or not.

The final step is to define your data collectors and build your dashboard. You will also want to create alerts if trends begin to deviate from established baselines. You are now ready to let the rubber of business value, use cases, and key metrics meet the road of real-time data. As you learn how application performance is affecting your business, you can now act on those results!

Learn more about how AppDynamics helps you drive business performance through application performance with Business iQ!

The Consumerization of IT and What It Means for Modern DevOps

As professionals in the IT space, we’re constantly introduced to new terms, concepts, technologies and practices. In many cases, we view these terms as IT-specific to help us be more proficient and cutting-edge. Or at least that’s what we strive to achieve. With many companies trying to disrupt the verticals they target, it’s important for us to understand how these new facets of technology impact the bottom line.

Business is under pressure to deliver more groundbreaking ideas than ever. Understanding the impact of new technology will empower you to engage business leaders to be supportive in both principal values and budgetary needs. When you look at companies that successfully disrupted a specific space, you’ll see one key element in the mix: the end-user experience. This used to mean how nice your app looks. Today, the user experience is more about speed and ease-of-access, while also maintaining a level of confidence that the app will do what it’s supposed to. If you fail to deliver this, your end user will simply move on. As a matter of fact, Bloomberg reports that approximately $6 trillion dollars are moving from digital laggards to businesses that provide the best user experience through digital transformation.

The first point we all must realize is that in the past 10 years, the consumerization of IT has taken the industry by storm. What this really means is that consumers of your IT services are not much different from consumers of your public-facing applications. We know that public-facing applications are the front door to your business—this is where customers are won and lost by the adoption of technology. As an IT professional, your internal business leaders are your customers, and it’s up to you to deliver and drive technology solutions that help drive the business metrics so near and dear to your “customers” hearts. So, making sure you articulate the changes to your principles reflects how IT will impact your business.

Secondly, a DevOps shift for internal process and procedure is no easy feat, especially when you’re dealing with years of hardened policies and practices. But it’s crucial for building a modern DevOps function. This means you’ll need to coordinate a holistic effort that includes development and operations teams, as well as the line of business. Otherwise, the moves you need to make will become exponentially more difficult as business demands become more severe, particularly with the rising number of disruptors in your market.

Lastly, the proof is in the pudding. When you begin your journey to the DevOps shift, it’s critically important to keep all the key players engaged, thereby enabling them to see the value you’re bringing to the table. This is particularly important when you’re demonstrating how new technology implementations are impacting the business in a positive—or negative—way. In this scenario, what you’ll show is either, “Yes, our technology is on the right path,” or “No, the implementation is giving us a negative response from our customers, so we need to quickly course-correct to minimize the damage and regain a positive direction.”

When all is said and done, we must understand the user experience is the new currency in the hyper-connected world we live in. But what is even more critical is that frequent change is required to stay ahead of the competition. This is where your business leaders come in. It’s in nobody’s best interest to stay stagnant, regardless of your industry. Disruption has hit retail, transportation, finance, healthcare and the list goes on. Making frequent changes to beat the disruptors requires you to build out a DevOps practice to ensure you have the ability and tools to respond to high business demands. Here’s how this impacts the business and helps push your DevOps plan forward:

  1. Business leaders are under tremendous pressure to drive continuous growth. A flat-line approach is a leading indicator that your company is falling behind competitors. Highlighting that you want to build out a practice that enables you to quickly develop, monitor, analyze and respond is exactly what your business wants to hear. But be prepared to knuckle down, as this is a never-ending loop to ensure you’re on the right path. When your leaders understand they’re now part of the process, they’ll become more tightly aligned with your strategy.

  1. Defining the critical metrics with your business leaders will allow you to understand how your technology provides the greatest impact. This can include any array of vital measurements that enable you to correlate your application performance to key business metrics. And not necessarily just monetary metrics either—they can be tied to conversions, promotion success, how frequently users are using (or not using) your application, and overall customer satisfaction.  Having these metrics in place will ensure your business leaders’ involvement moving forward, and gain their confidence that your strategy is on target.

  1. Embrace analytics to gain the ability to understand business transactions and the user journey.  The key part here is that you’re building out a DevOps strategy to be lean and nimble, but the end goal must be to understand how your end users are reacting to your applications. Leveraging an analytical platform like AppDynamics Business iQ is key to showing how your application ties directly to metrics defined by your business leaders. These leaders will gain immediate value from key data they’re not accustomed to seeing. This effort will also help you set priorities on which items you should develop first.

  1. As with Agile development and DevOps, this is an iterative process and a continuous cycle. Automating the process to remove the human element is key: Leveraging AI to help predict anomalies and stay ahead of the consumer will build the highest degree of confidence in your new DevOps implementation. However, this can’t be done in a silo. Once everyone is involved and engaged, showcasing your strategy to other parts of the business will be as celebratory a ticker-tape parade by a championship-winning team. Take your success and show how you’re an innovative technology leader—not one who sits in the server room, but rather one who’s engaged with the business. One who proudly bears the title, “Disruptor.”

Smart monitoring and automation help business leaders see issues that concern them most, and should be your first priority when rolling out organizational changes. In addition to pinpointing issues within applications, these tools help predict future issues by identifying trends as they arise. Consumerization of IT has taken our world by storm. Business leaders have lost faith in IT, which needs to reinvent itself as a leader driving business, rather than a team of technicians responding to the crisis of the day. By implementing a valuable, new technological shift—one with all the right tools in place, a keen understanding of the business, and impactful solutions—you’ll be seen as a key partner and leader with innovations that disrupt the competition and make your business a success.

Learn more about how AppDynamics can help you succeed with your business transformation.

Business iQ Enhancements in 4.5: Connecting the dots between applications and business

Digital transformation has brought applications into the limelight. The importance of application performance monitoring has grown many-folds and application and business correlation is more critical than ever. Applications are the touch-points between businesses and the end-users, and therefore, influence the business strategy.

Business iQ, the business performance monitoring solution from AppDynamics, helps our customers correlate application performance with critical business metrics in real-time. The focus on providing these real-time insights in an uncomplicated, easily operable manner is a theme persistent across our product releases. In 4.5 as well, released in July 2018, our team focused on delivering solutions that are easy to use and solve key business performance issues.

Improved Business Correlation

Business Journeys was released in 4.4, in Nov 2017, and provides end-to-end visibility into multi-step complex business workflows by stitching them together through unique identifiers. In 4.5, we provide out-of-the-box dashboards and metrics with no manual configuration required. These dashboards provide aggregate view of the key data points such as average total time, average wait time between milestones, conversion, number of events per milestone etc. for all the business journeys. An example of a loan application approval business journey is shown below.

Out-of-the-box metrics on business journeys allow users to create health rules and alerts to track deviations from the normal business workflow. These metrics can be compared with past data using machine-learning based dynamic baselines. The screenshot below compares the average total time for loan approval in the last hour with the last 15 days baselined data.

We also added support for custom data sources to the configuration and one-click access from aggregate view to the underlying event data – all these enhancements focused on providing more business insights with just few clicks.

Experience level management (XLM) allows users to monitor and report on key service levels and end-user experience levels critical to delivering high-performing applications. Since these experience levels and service levels differ based on geographies, time zone support for such reports is a must-have requirement. XLM configuration now supports different time zones. For e.g. United Airlines can now track the login response time separately for East Coast and West Coast, or for North America and Europe.

Business iQ’s analytics and reporting capabilities are powered by AppDynamics Query Language (ADQL) and UI widgets.

Additional ADQL Operators

New ADQL operators, HAVING, and SINCE..UNTIL, enable more sophisticated aggregation and filtering. The HAVING clause is used to filter groups created by aggregate functions such as SUM or AVG as the WHERE clause cannot be used with these aggregate functions. For example in a financial application, to list the business transactions with average response time greater than 5000 ms.

SINCE..UNTIL makes it easier for the user to select specific time window in the ADQL search query and not get tied to the UI based time picker. For example, the following search query can be used to return all events from Black Friday by using unix/epoch time for Nov 24, 2017

SELECT * FROM transactions SINCE 1511510400 UNTIL 1511596800

Or use the following query to simply search for events from the last one hour

SELECT * FROM transactions SINCE 1 hour

Widgets Enhancements

Enhancements to our widgets allows more precise widget customization and make it easier to interpret trends in your event data. Log axis for time series widgets, level of significance and trailing period comparison for numeric widgets along with other enhancements enable users to compare and highlight metrics that are most important.

Business Metrics

Business Metrics are used to monitor values of certain repetitive ADQL searches such as per minute data on the number of customers impacted by the slowness in a login application. The Metric Listing page has been updated to provide a more intuitive experience. Click on a metric name to open a pre-populated Metric Browser or select multiple metrics to view them together in the Metric Browser for comparison. The Metric page now displays the underlying ADQL query for metrics, making it easy to see what a particular metric represents and how it is calculated.

Greater Scale

On our underlying Platform, called the Event Service, we continue to make improvements to our existing architecture to ensure maximum uptime, real-time availability of data, and blazing fast query response time. This will allow our platform to scale to even greater heights, ingest more events, and respond to queries at the performance AppDynamics users can expect.

Agentless Analytics

We are also excited to launch a Beta program for using Transaction Analytics without the need to install an additional Analytics Agent and enable analytics data collection with the snap of a finger.

The focus of product teams at AppDynamics is to deliver easy to use solutions providing key application and business performance insights. This cannot be achieved without the valuable feedback from our customers. Feel free to reach out to your AppDynamics account team to share your thoughts and to learn more about what’s new in 4.5 or what’s coming in near future.

Louis Huard and Stefan Hermanek also contributed to this blog post. 

Improve the Productivity of Relationship Managers and Financial Advisors with Business iQ

Every job has its mundane administrative tasks, and we all hate them. In the world of wealth management, relationship managers are pressured to serve as many existing customers and prospects as they can with the ultimate goal of increasing the assets under management (AUM)—one of the key metrics used to measure their productivity. Similarly, in the insurance industry, financial advisors are driven to maximize their time with clients. Administrative tasks are not only irritating, they also reduce a salesperson’s paycheck by cutting into his or her time with customers.

But organizational forces in both the wealth management and insurance industries are conspiring against their top revenue generators. According to Seismic, a staggering 65% of a relationship manager’s time is spent on business processes like account opening, accessing collaterals, and creating customized portfolio review with customers.

In the last few years, financial institutions and insurance companies have sought to free up their salespeople by investing in productivity tools. Mobile apps, in particular, hold the promise of speeding up processes like filling out client forms for clients, creating proposals, and building portfolios. They are also, in theory, a great way to deliver real-time market insights.

But mobile apps are only effective when relationship managers and advisors use them.

AppDynamics Business iQ allows organizations to measure the effectiveness of their mobile apps by providing a window into user behavior. In the example below, I show how a financial institution can instantly see how many relationship managers have clicked on a market insight to access AI-driven financial advice—a killer feature for increasing AUM. The dashboard, which I created in the AppDynamics demo environment, also shows how many relationship managers proceeded to “Add to Cart” and re-balanced their clients’ portfolios. We see that as relationship managers moved through the funnel, they increasingly abandoned the app. The overall conversion rate is just 5.62%. Slightly over one in twenty relationship managers used the application to send a proposal to their clients.

Below, I show how to a create conversion funnel using a built-in widget. It is as simple as going to the Add Widget tab and selecting Analytics and Funnel Analysis.

 You then select the business transaction that you’d like to include in the conversion funnel.

You can also quickly design a custom widget to highlight information such as the relationship managers who are generating the most new business.

Figure:  RMs with the highest new AUM

Or see at a glance the relationship managers who are sending the highest number of proposals. Moreover, you can break down the proposals by customer type. So you can see which customer type (Silver, Gold, Platinum, Diamond) the relationship managers are creating the proposals for. In the example below, you can see that relationship manager “aleftik” is sending all 960 proposals to only “Silver” tier customers. Relating the previous graph where the highest AUM is “aleftik” and he focuses all his effort to selling to the “Silver” tier customers, it appears that this is a desirable behaviour and strategy that the business should educate and share among other relationship managers.

Figure: RMs with the highest “Send Proposal” Transactions

Moving beyond the performance metrics of individual relationship managers and financial advisors, you can combine technical and performance metrics in order to see if updates to an application are negatively affecting sales performance.

You can see from the above conversion graph that version 2 of the code has significantly reduced the slowness (yellow and orange color within the bar) for Portfolios Summary page, positively impacting the conversion ratio from 5.53% to 14.52%

The business may also want to identify relationship managers who are not using the new productivity tool enough. Below is a way to create such a list of managers with the least number of page hits.

Figure: Number of page visit on “Market Insights” by RMs in ascending order

You can even put all of this together to have a customizable dashboard combining both technical and business performance metrics. At a glance you’re able to see the new AUM achieved by the wealth management group using the iPad application, transaction health of each key business process, top performing relationship managers and the products sold, as well as relationship managers who have yet to adopt the new application as a productivity tool.

With AppDynamics Business iQ, institutions do not need to wait for a month or a week to see business insights in relation to application performance and user behaviour. All the information is available at a glance in real time.