Welcome!

Java IoT Authors: Liz McMillan, Thanh Tran, Carmen Gonzalez, Elizabeth White, Nate Vickery

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
In his session at 18th Cloud Expo, Bruce Swann, Senior Product Marketing Manager at Adobe, will discuss how the Adobe Marketing Cloud can help marketers embrace opportunities for personalized, relevant and real-time customer engagement across offline (direct mail, point of sale, call center) and digital (email, website, SMS, mobile apps, social networks, connected objects). Bruce Swann has more than 15 years of experience working with digital marketing disciplines like web analytics, social med...
Designing IoT applications is complex, but deploying them in a scalable fashion is even more complex. A scalable, API first IaaS cloud is a good start, but in order to understand the various components specific to deploying IoT applications, one needs to understand the architecture of these applications and figure out how to scale these components independently. In his session at @ThingsExpo, Nara Rajagopalan is CEO of Accelerite, will discuss the fundamental architecture of IoT applications, ...
The essence of data analysis involves setting up data pipelines that consist of several operations that are chained together – starting from data collection, data quality checks, data integration, data analysis and data visualization (including the setting up of interaction paths in that visualization). In our opinion, the challenges stem from the technology diversity at each stage of the data pipeline as well as the lack of process around the analysis.
As cloud and storage projections continue to rise, the number of organizations moving to the cloud is escalating and it is clear cloud storage is here to stay. However, is it secure? Data is the lifeblood for government entities, countries, cloud service providers and enterprises alike and losing or exposing that data can have disastrous results. There are new concepts for data storage on the horizon that will deliver secure solutions for storing and moving sensitive data around the world. ...
What a difference a year makes. Organizations aren’t just talking about IoT possibilities, it is now baked into their core business strategy. With IoT, billions of devices generating data from different companies on different networks around the globe need to interact. From efficiency to better customer insights to completely new business models, IoT will turn traditional business models upside down. In the new customer-centric age, the key to success is delivering critical services and apps wit...
With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo 2016 in New York and Silicon Valley. Learn what is going on, contribute to the discussions, and ensure that your enterprise is as "IoT-Ready" as it can be! Internet of @ThingsExpo, taking place Nov 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 17th Cloud Expo and will feature technical sessions from a rock star conference faculty ...
The 19th International Cloud Expo has announced that its Call for Papers is open. Cloud Expo, to be held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, brings together Cloud Computing, Big Data, Internet of Things, DevOps, Containers, Microservices and WebRTC to one location. With cloud computing driving a higher percentage of enterprise IT budgets every year, it becomes increasingly important to plant your flag in this fast-expanding business opportunity. Submit y...
There are several IoTs: the Industrial Internet, Consumer Wearables, Wearables and Healthcare, Supply Chains, and the movement toward Smart Grids, Cities, Regions, and Nations. There are competing communications standards every step of the way, a bewildering array of sensors and devices, and an entire world of competing data analytics platforms. To some this appears to be chaos. In this power panel at @ThingsExpo, moderated by Conference Chair Roger Strukhoff, panelists will discuss the vast to...
Internet of @ThingsExpo, taking place November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with the 19th International Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world and ThingsExpo New York Call for Papers is now open.
SYS-CON Events announced today that Enzu, a leading provider of cloud hosting 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. Enzu’s mission is to be the leading provider of enterprise cloud solutions worldwide. Enzu enables online businesses to use its IT infrastructure to their competitive advantage. By offering a suite of proven hosting and management services, Enzu wants companies to foc...
SYS-CON Events announced today the How to Create Angular 2 Clients for the Cloud Workshop, being held June 7, 2016, in conjunction with 18th Cloud Expo | @ThingsExpo, at the Javits Center in New York, NY. Angular 2 is a complete re-write of the popular framework AngularJS. Programming in Angular 2 is greatly simplified. Now it’s a component-based well-performing framework. The immersive one-day workshop led by Yakov Fain, a Java Champion and a co-founder of the IT consultancy Farata Systems and...
Customer experience has become a competitive differentiator for companies, and it’s imperative that brands seamlessly connect the customer journey across all platforms. With the continued explosion of IoT, join us for a look at how to build a winning digital foundation in the connected era – today and in the future. In his session at @ThingsExpo, Chris Nguyen, Group Product Marketing Manager at Adobe, will discuss how to successfully leverage mobile, rapidly deploy content, capture real-time d...
IoT generates lots of temporal data. But how do you unlock its value? How do you coordinate the diverse moving parts that must come together when developing your IoT product? What are the key challenges addressed by Data as a Service? How does cloud computing underlie and connect the notions of Digital and DevOps What is the impact of the API economy? What is the business imperative for Cognitive Computing? Get all these questions and hundreds more like them answered at the 18th Cloud Expo...
In his keynote at 18th Cloud Expo, Andrew Keys, Co-Founder of ConsenSys Enterprise, will provide an overview of the evolution of the Internet and the Database and the future of their combination – the Blockchain. Andrew Keys is Co-Founder of ConsenSys Enterprise. He comes to ConsenSys Enterprise with capital markets, technology and entrepreneurial experience. Previously, he worked for UBS investment bank in equities analysis. Later, he was responsible for the creation and distribution of life ...
SYS-CON Events announced today that ContentMX, the marketing technology and services company with a singular mission to increase engagement and drive more conversations for enterprise, channel and SMB technology marketers, has been named “Sponsor & Exhibitor Lounge Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2016, at the Javits Center in New York City, New York. “CloudExpo is a great opportunity to start a conversation with new prospects, but what happens after the...
SYS-CON Events announced today that 24Notion has been named “Bronze Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2016, at the Javits Center in New York, New York. 24Notion is full-service global creative digital marketing, technology and lifestyle agency that combines strategic ideas with customized tactical execution. With a broad understand of the art of traditional marketing, new media, communications and social influence, 24Notion uniquely understands how to con...
The demand for organizations to expand their infrastructure to multiple IT environments like the cloud, on-premise, mobile, bring your own device (BYOD) and the Internet of Things (IoT) continues to grow. As this hybrid infrastructure increases, the challenge to monitor the security of these systems increases in volume and complexity. In his session at 18th Cloud Expo, Stephen Coty, Chief Security Evangelist at Alert Logic, will show how properly configured and managed security architecture can...
When it comes to IoT in the enterprise, namely the commercial building and hospitality markets, a benefit not getting the attention it deserves is energy efficiency, and IoT's direct impact on a cleaner, greener environment when installed in smart buildings. Until now clean technology was offered piecemeal and led with point solutions that require significant systems integration to orchestrate and deploy. There didn't exist a 'top down' approach that can manage and monitor the way a Smart Buildi...
SYS-CON Events announced today BZ Media LLC has been named “Media Sponsor” of SYS-CON's 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. BZ Media LLC is a high-tech media company that produces technical conferences and expositions, and publishes a magazine, newsletters and websites in the software development, SharePoint, mobile development and Commercial Drone markets.
WebRTC is bringing significant change to the communications landscape that will bridge the worlds of web and telephony, making the Internet the new standard for communications. Cloud9 took the road less traveled and used WebRTC to create a downloadable enterprise-grade communications platform that is changing the communication dynamic in the financial sector. In his session at @ThingsExpo, Leo Papadopoulos, CTO of Cloud9, will discuss the importance of WebRTC and how it enables companies to fo...