Inside Cisco IT: Automated end user services via Cisco Prime Service Catalog, Process Orchestrator and AppDynamics

Transcription

1 Inside Cisco IT: Automated end user services via Cisco Prime Service Catalog, Process Orchestrator and AppDynamics Simon Power Sr Manager IT David Reed IT Service Manager

2 Agenda The increasingly critical role of a service catalog estore - concept and background Catalog evolutions High level architecture for estore platform A day in the life of the platform team AppDynamics dashboard and demo

3 Cisco Spark How Questions? Use Cisco Spark to communicate with the speaker after the session 1. Find this session in the Cisco Live Mobile App 2. Click Join the Discussion 3. Install Spark or go directly to the space 4. Enter messages/questions in the space cs.co/ciscolivebot# 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public

4 Cisco at a Glance 94 Countries 482 Offices 136,381 Connected Stakeholders 72,468 Employees 4,326 Routers 28.8MW Data Center Capacity 87PB Overall Usable Storage SJC 45% AM Other 6% RTP 14% Global Distribution of IT Staff EU/EM 7% India 21% AP Other 7% 6,572 LAN Switches 13,632 UCS Blades 201,023 Connected User Devices 56,355 Virtual Machines 94 Services 5.8 Billion DNS Requests per day 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 4

5 Cisco IT Device Landscape (November 30th, 2017) -0.1% -4.5% +0.5% 78,287 46,391 5, ,643 Corporate Provided Devices (CYOD) -1.2% +5.2% +4.3% -3.1% 66,804 Mobile Devices (BYOD) 7,617 44,880 13, devices / user 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 5

6 Who really owns your IT? 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 5

7 The future of IT is Human Personal Secure Automated Entitled 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 7

8 Entitlement rules are the soul of the business User Service Owner Rules 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 8

9 Strategies Safe Personalized Integrated Simple & Fast Vision A consumer level experience for IT services Execution Flexible Cost Optimized Data Driven Policy Based 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 9

10 The Challenges Too many sites confused users Didn t know what was available or where Complex ordering processes Painfully slow Painfully costly No visibility to usage Hard to manage costs & policy 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 10

11 Building the estore Platform Access to Storefront from all OS & Device Types Desktop Apps Virtual HW Pervasive Security (versions, enforcement, trusted devices) Cisco estore Web Apps Mobile Apps Re IT Services Desktop HW Personalized, User Friendly Catalog for all IT Services Cisco Prime Service Catalog Reporting Chargeback Entitlement Approvals Taxonomy Integrated with Enterprise Service Management Cisco Process Orchestrator Automated and Seamless Service Provisioning 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 11 10

12 Stocking the Store Engagement Services Desktop Software Devices Mobile Apps Infrastructure Collaboration Web Tools Critical mass of services is key to user adoption User adoption drives service adoption Network Connectivity 1,405 Offerings 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 12

13 Establishing the Brand Consumer-oriented shopping experience Design a consumer-oriented shopping experience Intuitive UX & relevant services Strong adoption by the users Productivity savings Good reputation Further adoption 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 13

14 Automating Delivery Zero touch provisioning is the ideal Services that are needed by all users are auto-provisioned Track & manage in estore WebEx, Jabber, Box, Extension Mobility & Voic 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 14

15 Simplifying Navigation 80% of users favour search over browse The experience starts with search integration 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 15

16 estore Demo 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 16

17 estore Demo 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 17

18 estore Demo 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 17

19 estore Demo 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 17

20 Easy Extensions Punch Out Services 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 18

21 Easy Onboarding Service Factory Model Mobile App On-boarding Form 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 20

22 ESTORE FY17 VALUE SUMMARY 269k Mobile App Downloads in a year 1.2m Orders a year $4.1m Cost Savings via Automation per year 92k Hours saved per year by ease of findability 76k Hours saved per year by simplified ordering 157k Days of waiting time eliminated per year 80% InTouch Like ratings FY Cisco and/or its affiliates. All rights reserved. Cisco Public

23 Operating the platform that supplies infrastructure for estore David Reed, IT Service Manager Global Infrastructure Services

24 Agenda The increasingly critical role of a service catalog estore - Concept and background Catalog evolutions High level architecture for estore platform A day in the life of the platform team AppDynamics demo Application dashboard and drill into error End-user response time Custom reporting dashboards Proactive alerting

25 Cisco Process Orchestrator (CPO) Standardize and Automate IT Processes Low Code Design Suite Optimized IT as a Service Delivery 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 25

26 Cisco Process Orchestrator Interface 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 26

27 CPO Architecture Inbound Service Requests / Process Triggers Lab Dev Load Balancer Integration Stage CPO Prod 1 CPO Prod 2 CPO Prod 3 CPO Prod 4 Prod Oracle DB 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 27

28 Cisco Prime Service Catalog (PSC) Self Service IT Flexibility for all business services Optimized search and delivery 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 28

29 PSC Architecture Service Link Sandbox Lab Dev Integration Stage Request Center 1 Request Center 2 Prod Oracle DB 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 29

30 Desktop Ordering User Flow estore.cisco.com Request Center 1 or 2 Service Link CPO Prod 1, 2, 3 or 4 Service Link Request Center 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 30

31 A day in the life of the platform team

32 No two days are the same. REST APIs 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 32

33 Recent issues we have overcome UI Customizations PSC Data Archiving CPO Cluster Sync and Task Issue 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 33

34 AppDynamics Live Monitoring

35 AppDynamics Components Agents AppDynamics Controller Product for End Users Application & Web End User Monitoring Developer IT Operations Infrastructure Business Owner Marketing 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 35

36 Cisco IT AppDynamics Architecture Cisco Premises Public Cloud Application Server Agent (Java,.Net, PHP, node.js) End User Monitoring One-way HTTP/S Machine Agent (OS) Firewall One-way HTTP/S AppDynamics Controller Central Management Server SaaS User Interface & Reporting One-way HTTP/S Mobile Monitoring 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 36

37 The How Byte Code Injection 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 37

38 The How Byte Code Injection Deep Dive Analysis Slow, Stalled, Error Health Rule Violation PO JO com.newscale.bfw.udkernel.kernel.udkernelbean:service:84 4,928 ms (t 29.3% JDBC 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 37

39 Sample installation to demonstrate application modelling CPO-PRD-01~~$ java -javaagent:/home/appdynamics/agent/javaagent.jar - Dappdynamics.controller.hostName=controller_name.saas.appdynamics.com - Dappdynamics.controller.port=443 -Dappdynamics.agent.applicationName=eStore-prod - Dappdynamics.agent.tierName=CPO-ApplicationServer -Dappdynamics.agent.nodeName=CPO-PRD-01 estore.jar ReqCen-prod1-171~~$ java -javaagent:/home/appdynamics/agent/javaagent.jar - Dappdynamics.controller.hostName=controller_name.saas.appdynamics.com - Dappdynamics.controller.port=443 -Dappdynamics.agent.applicationName=eStore-prod - Dappdynamics.agent.tierName=RequestCenter -Dappdynamics.agent.nodeName=prod1-171 estore.jar SerLink-prod1-173~~$ java -javaagent:/home/appdynamics/agent/javaagent.jar - Dappdynamics.controller.hostName=controller_name.saas.appdynamics.com - Dappdynamics.controller.port=443 -Dappdynamics.agent.applicationName=eStore-prod - Dappdynamics.agent.tierName=ServiceLink -Dappdynamics.agent.nodeName=prod1-173 estore.jar 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 39

40 Application Modeling on AppDynamics Business Application Business Application a top-level container in AppDynamics estore-prod that comprises of set of inter related services/applications called Tiers Tier Tier Tier CPO Request Center Service Link Tier an individual service/application that collects one or more nodes. It generally interacts with other tiers to serve the business purpose N N N Nodes N N N Nodes N N N Nodes Node an individual application server or JVM on which you have installed an AppDynamics agent 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 40

41 Demo Application dashboard and drill into error

42 The Flow map Application Scorecard View 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 42

43 Tiers and Nodes 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 43

44 Business Transactions 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 44

45 Business Transaction Drill Down 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 45

46 Drilling down into a unique occurrence of a Business Transaction 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 46

47 Drilling down into a unique occurrence of a Business Transaction 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 46

48 Drilling down into code level 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 48

49 Pin pointing the problematic SQL 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 49

50 Identifying exceptions and their source Cisco and/or its affiliates. All rights reserved. Cisco Public 50

51 Demo Custom Reporting Dashboards

52 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 52

53 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 53

54 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 54

55 Demo Proactive Alerting

56 Alert and Respond Overview 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 56

57 Health Rule and Condition 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 57

58 The Action 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 58

59 The Policy 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 59

60 The / Alert 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 60

61 Business Value Realized of AppDynamics in estore Cost 10X faster Detection & Root Cause ID 15% fewer cases 4X easier MTTD MTTR Narrow Fault Area Self-Service Ease of Use Speed 30% Cost savings Speed Quality Simplification 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 61

62 Conclusion Service catalog is a business transformation enabler PSC and CPO can automate and deliver anything with an API Insightful proactive application centric data via AppDynamics 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 62

63 Cisco Spark How Questions? Use Cisco Spark to communicate with the speaker after the session 1. Find this session in the Cisco Live Mobile App 2. Click Join the Discussion 3. Install Spark or go directly to the space 4. Enter messages/questions in the space cs.co/ciscolivebot# 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public

64 Please complete your Online Session Evaluations after each session Complete 4 Session Evaluations & the Overall Conference Evaluation (available from Thursday) to receive your Cisco Live T-shirt All surveys can be completed via the Cisco Live Mobile App or the Communication Stations Complete Your Online Session Evaluation Don t forget: Cisco Live sessions will be available for viewing on-demand after the event at Cisco and/or its affiliates. All rights reserved. Cisco Public

65 Continue Your Education Demos in the Cisco campus Walk-in Self-Paced Labs Lunch & Learn Meet the Engineer 1:1 meetings Related sessions 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 65

66 Come talk to our Cisco IT Experts! Cisco on Cisco will have 5 demo booths placed around the Cisco Campus showcasing how Cisco IT designs, deploys, and manages our own solutions. Through these IT success stories you ll see how Cisco solutions are driving transformational business benefits. World of Solutions Collaboration AppDynamics ACI & TA NSO vbranch Presentation ID 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 66

67 Thank you

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69 BackUp Slides

70 Demo AppD End-user response time

71 Geo based performance view 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 71

72 Browser Snapshots 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 72

73 Deeper into Browser Snapshots 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 73

74 Drilling down into code level 19,167 ms (total) 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 74

75 Pin pointing the problematic SQL 19,167 ms 10,700 ms 8,476 ms 55.8% 44.2% 10,700 ms 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 75

76 Monitored IT Services Leasing & Finance Annuities Human Resources Cisco Commerce Corporate Accounting Legal Payable Expenses Procurement Treasury Leasing & Finance iservices Subscription Billing IOMS Annuities HRMS (HRPRD) WPR One-Search Cisco.com Human Resources Quoting Configuring Pricing Revenue Attribution Cisco Commerce Customer Care Case Management Service Order Return Product Support Entitlement Customer Care Advanced Services DCP Collaboration Supply Chain Enterprise Data Services WebEx Demand Forecasting Export Compliance Forward Logistics Fulfillment Global Inventory Access Management Product MDM Collaboration Supply Chain Enterprise Data Services Licenses Deployed P1 & P2 Apps 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 76

77 Mobile Ordering User Flow estore Mobile App Service Link CPO Prod 1, 2, 3 or 4 Mobile App Server 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 77