Challenges: Develop, deliver, delight
Charter faces a trio of daunting challenges. First, in importance, driving improvements in customer experience at every opportunity is a competitive imperative.
To do so, the IT team is perennially in development, deploying new code daily, so the pressure is constant to make sure new releases work as intended and don’t break anything. Finally, finding and resolving issues in production applications is an ongoing challenge. Accomplishing these goals prior to the deployment of AppDynamics was a catch-as-catch-can process involving a good deal of detective work.
“Most of the telemetry that we had prior to AppDynamics was red-yellow-green,” said Jeff Gutterman, vice president of IT infrastructure at Charter. “It would give you an indication that there was a problem, but wouldn’t really point you in the right direction. It would require additional troubleshooting and investigation through the logs to pinpoint the problem, which takes some time.”
To get to the root cause of an issue, Charter employed a combination of custom scripts, log file analysis, and individual tools specific to particular applications or databases. There was no single solution to monitor health and performance across their application ecosystem, and no way to quickly zero in on issues or trouble spots. And the only issues ever found were the ones they were looking for— there was no way to identify other unrelated or low-level issues until they became bigger, potentially more damaging problems.