Reduced MTTR, combined with the ability to monitor issues visually, made AppDynamics a valuable tool for both staff and management.
“We identified AppDynamics as the solution that could quickly identify root cause. The technical team appreciated how integral AppDynamics is in helping the development team solve problems,” said Salman Alyasi, Acting Chief of Government System Control.
Reactive vs. proactive
Previous to AppDynamics, the iGA’s development team manually reviewed logs, to solve problems. The scale is enormous. iGA’s dozens of servers receive millions of requests every day. A single incident resolution often took several days. “AppDynamics has changed how we approach incidents. It has not only significantly reduced MTTR, AppDynamics has allowed us to go from reactive to proactive,” said Hasan A. Samad Al-Awadhi, Acting Head of Government System Support.
iGA attributes its quick adoption of AppDynamics to the speed of deployment. Staff and management also found the interface simple and easy to use. “We implemented AppDynamics in 21 working days. Initially, we worked with AppDynamics’ consulting services to implement our three most critical applications. The deployment was so straightforward, the other 13 applications were fully implemented and configured by the iGA technical team. AppDynamics was very user friendly and flexible to use. Our management could not believe we were actively monitoring in a single month, and everyone was extremely pleased with AppDynamics’, intuitive dashboards,” said Hesham Ebrahim Al-Hashemi, Acting Director for Government Systems Support & Maintenance Directorate.
Cross channel & cross-organizational visibility
Visibility into the user’s journey and specific channel has helped iGA fix problems, faster. “Before, we lacked visibility of the end user. Now, we can see the entire user experience. If the user has an issue, we can quickly solve the problem. We can even drill all the way down to the device type,” said Hesham Ebrahim Al-Hashemi, Acting Director for Government Systems Support & Maintenance Directorate.
Similarly, custom dashboards have improved communication between developers and management. Al-Hashemi continues, “We’ve built 15-20 custom dashboards. The common thread is response time. Response time is our most important metric, and it’s on everyone’s radar, from developers to management. AppDynamics has given us a common language and visibility that helps us communicate better with each other, as well as external stakeholders.”
The future—cloud migration
In the coming years, iGA foresees their digital transformation moving to the cloud. They’re evaluating AWS as a viable option. Given their high volume, the primary concern is speed.
The key to such a large migration? Al-Hashemi thinks it’s AppDynamics. “Before we move anything to production, we do the full scan of the application with AppDynamics and see where the problems are. Being able to test the performance of an application, while it’s under production, really speeds our development process. This capability will be critical, when we move to the cloud.”