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Increasing IT Agility With Application Performance Monitoring

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Increasing IT Agility With Application Performance Monitoring

APM is becoming more of a must-have for IT teams. Learn how the Wipro team chose their solution and how it has improved their agility.

· Performance Zone ·
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Now more than ever, IT teams need an application performance management (APM) solution to monitor applications and ensure flawless customer experiences. This was true for Wipro, a global IT consultancy headquartered in Bangalore, India, which recently experienced difficulty handling higher volumes of data and greater application complexity across its suite of applications.

I sat down with Ankur Jalpota, practice head of strategic and transformation programs at Wipro, and asked him a few questions about the application performance challenges Wipro faced, and why an APM solution like AppDynamics was the key to increasing IT agility and resolving tickets faster.

Q: What was a major challenge you faced with existing application monitoring tools?

A: Tens of thousands of users worldwide depend on our MyWipro intranet and associated suite of more than 135 applications. MyWipro typically processes 23.6 million transactions a day, so rock-solid performance is critical.

With existing application monitoring tools, we were having difficulty handling higher numbers of business transactions, huge volumes of data, and complex applications. We needed something to keep pace with MyWipro’s growing traffic volumes and the massive scale of the company’s IT infrastructure.

We broke it down: in one year, the number of end-user facing applications increased 15 percent. Meanwhile, 40 percent of incident alerts were false positives. What we needed was an APM solution that could provide deep visibility into our full suite of hybrid applications running on a highly distributed architecture in a multi-cloud environment.

Q: Why did you choose AppDynamics? What value does its solution offer that you weren’t finding in other monitoring tools? 

A: We found that features like visual transaction-flow maps, dynamic baselines, real-time business metrics, and customizable dashboards made it easy to apply the application intelligence that was provided by end-to-end monitoring. By introducing AppDynamics, our teams are now able to quickly drill down and leverage the solution to identify and solve issues before they create problems with the end-user experience. Its built-in intelligence has transformed our IT team from being reactive to proactive.

Q: How did you implement the AppDynamics’ solution into your IT teams?

A: We rolled the solution out to the operations team and applications team and incorporated it into the ServiceNXT platform, a framework for delivering managed services. A total of 210 agents were deployed to monitor MyWipro, Ehelpline, and more than 160 internal business applications.

Q: How did AppDynamics’ machine learning capabilities impact Wipro’s root cause analysis? 

A: Our application team was relying on AppDynamics’ machine learning capabilities for root cause analysis within just a few short months. With built-in intelligence, our teams could proactively detect application performance and availability issues across 160-plus applications. We also saw an increase in the number of tickets being resolved, as well as a decrease in the number of false positives, with faster ticket resolution and better communication with third-party application providers.

Q: What overall improvements did Wipro see from incorporating AppDynamics? How has IT agility increased?

A: Before using AppDynamics, it was hard to handle huge volumes of data and business transactions, in addition to complex applications, with other APM tools. Now, we’ve transformed the ability of our IT team to optimize performance and deliver proactive support for MyWipro with the implementation of AppDynamics. Where we were once having difficulty keeping pace with MyWipro’s increasing volume of traffic, we are now able to stay on top of it with ease, as well as easily handle the large extent of Wipro’s IT infrastructure. What’s more, we finally saw an increase in the compliance level for SLAs on ticket resolution and the compliance on specific SLAs related to response times.

Meanwhile, the Wipro team has continued to add an average of five or six applications a month. It used to take our team three to five days to onboard each application, which included setting the performance baselines. Now, we’re onboarding applications in a day and a half, down from what used to take 18 days a month. We’ve truly gained a sincere understanding of end-user experiences and an ability to rapidly resolve issues in real time—to ensure our employees and contractors can access the services they need.

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Topics:
application performance monitoring ,appdynamics ,apm ,performance

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