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Enterprise monitoring

Monitoring a SalesForce based Insurance Application using Dynatrace and the DC RUM

Leonard NielsenZurich North America

Kris ZiemianowiczDynatrace

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Agenda

Zurich

The business challenge

Technology response: cloud!

…done right = hybrid

…which now is a management challenge

Technology response: Dynatrace!

Problem solved

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Insuring 90 percent of the Fortune 500 companies,Zurich North America is the leading

commercial property–casualty insurance provider with more than 100 years of service to our customers.

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Zurich North America

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(The Zurich Movie)

Insuring 90 percent of the Fortune 500 companies,Zurich North America is the leading

commercial property–casualty insurance provider with more than 100 years of service to our customers.

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Zurich North America

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Zurich North America

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▪ Dozens of unique insurance types (projects,

business, cyber threat, warranty extensions, …)

▪ Many have their own underwriting, risk

assessment, pricing, and claims systems

▪ Complex underwriting workflow (+20 people,

+10 systems)

▪ General move to Commercial Off-the-Shelf

Software (COTS) or 3rd party applications

▪ Need for common Underwriting front end to

lower training time and costs

Time ago… DC RUM was the only tool we had

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Toolset

• Dynatrace

• DC-RUM

• UEM

• Synthetic

Strategy

• Comfort selection

• 2 Tier Application Monitoring

• COTS/3rd Party

• Security

Implementation Plan

• Priority

• Exception

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Change:

a strategic approach:

ZNA’s Evolution of End-to-End APM

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APM End-to-End Multi-Tool View

A – JavaScript injection for true page load times

B – Scripted transactions for daily early validation

C – Scripted transactions for consistent baseline

D – WAN traffic analysis for packet loss and round trip time

E – Front-end monitoring for basic performance and availability

F – Web-tier for load balancing and server monitoring

G – Web agent for deep analysis

H – AD/Auth monitoring for Critical Service Monitoring

I – App-tier for load balancing and service monitoring

J – Java/.NET agent for deep analysis

(stack/process trace, garbage collection,…)

K – DB-tier for slow query monitoring

L – SOA-tier for Critical Service Monitoring

(SOA as an app has all of the above)

M– Cloud now possible with inline SSL (MitM)

Gold AppsDynatrace/AppMon

WAN

Real User

WANOpt

F5 Web App DB

AD / Auth

SOA

EnterpriseDC-RUM

Gold AppsDC-RUM

Gold AppsUEM

EnterpriseSynthetic

Gold AppsSynthetic

Synthetic

B

CA

D E

F

G

HI

J

Cloud

K

L

M

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confidential

Dynatrace Platform

Real user monitoring

Digital experience analytics Application performance Cloud, container, infrastructure

Automation Elastic hyper scale A.I. poweredFull stack

SaaS Managed

API driven

OneAgentSynthetic Agent

Deep agents WireSynthetics

All apps. All users. All transactions. Full stack. Automted.

Client Side – Digital Experience Data Center Side – App Performance

RUM (UEM) Synthetic DC-RUM Dynatrace

Focus User behavior and performance

Multi-point repeatable testing

Network interaction with infrastructure

Infrastructure – App Code interaction

Target OperationsBusiness

OperationsPerformance TestingDevice testing

OperationsNetwork impactEnterprise services impact

OperationsDevelopersPerformance Testing

License& Costs

Visits Scripts/StepsNode locationsTest frequency

Probe/DecodeTraffic VolumeNot application or server

JVM/Web/ServerMemory Footprint

Pros Accurate response timeBusiness metrics/SLAs3rd Party visibility

7x24x365 transactionsConsistent baselineOff-hour availabilityEnd-device insight

Wide coverageWAN Opt monitoringLow risk (agentless)Fast Implementation

Infrastructure insightDeep app code insightTransaction tracing

Cons Client side insight onlyNeeds back-end tool

Updating scriptsNo “update” transactionsAdds overhead

Needs application mapNeeds network visibility

Limited Web/NetworkServer Agents

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Using the Right Tool for the Job

Enterprise locations

Enterprise applications

Network services dynamics

Applications

affectedClients

affected

1/7 45/765

Total New services Changes

Digital performance synthetic tests

Digital performancereal user experience

Application infrastructure and transactional dependencies

Web (RUM/UEM) and enterprise (DC RUM) applications

Where do those aps run (OneAgent investigations)

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Universal Desktop Overview

▪ Core application is SalesForceService Cloud w/ Lightning Framework

▪ Additional legacy applications are ingested with each release (iFrame, SoA calls, Workflow)

▪ Some new applications are native SalesForce

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Architecture Picture: I assume a technology

architecture not actual architecture?

NOTES SAY:

Waiting for more overview information

from the application team. This slide will

be updated early next week

Legacy Underwriting Application & Services

SalesForceApplication

Document Management System

SOA Layer

Workflow Management

Policy Administration Enterprise

Database

Master Data Management

Legal Records

Financial System Dun & Bradstreet Common FunctionsRating Systems

Universal Desktop Monitoring Solution

▪ Dynatrace & DC-RUM monitors legacy applications

▪ Blind to end user performance

▪ UEM stopped working when SalesForceimplemented LockerService

▪ Dynatrace is working on a partnership with SalesForce to re-enable UEM/RUM

▪ DC-RUM decode of SalesForce is not possible without control of cypher and keys

▪ Gigamon Inline SSL now enables DC-RUM analysis

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DCRUM TodayLegacy ApplicationsLegacy Applications

SoA Layer

MPLSW AN

Legacy Applications

DCRUM

WAN Opt

LAN

/TCP

Dec

ryp

ted

Dynatrace(AppMon)

UEM

TCP

ZNA Network Visibility

Packet Feeds

▪ Select Inter-VLAN traffic via 7K SPAN ports

▪ WAN pre/post WAN Opt via TAPs

▪ 3rd Party/Internet (future)

Tools

▪ DC-RUM (ZNA/Farmers)

▪ DC-RUM is analyzing WAN Opt traffic

▪ Security Analysis

▪ NetScout/WireNet (Network)

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P o w e r M o d u l e

▪ Click icon to add picture

Next Steps (Where are we going)

ZNA APM Queue

▪ SSL Intercept

• SAP/HANA

• O365/PowerBI

• 3rd Party Applications

Dynatrace Partnerships

▪ Who wants/needs what?

▪ How are priorities set?

Dynatrace Development

▪ Tighter Tool Integration

• WAN/App Delivery

• Network Services

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Enterprise locations

Enterprise applications

Network services dynamics

Applications

affectedClients

affected

1/7 45/765

Total New services Changes

Network services

Wide Area Network,app delivery

End user experienceNon-web - HTTP family -Universal - SSL overhead

Network services discovery and lightweight monitoring

Network service technologiesData center infrastructure

and app dependencies

Data center infrastructure and app dependencies

Wide Area Network, app delivery

End user experienceNon-web - HTTP family -Universal - SSL overhead

Network services discovery and lightweight monitoring

Network service technologies

Users

SalesforceMPLS WAN Application fabric

WAN performance and usage, WOC efficiency

User experienceApplication performance,Infrastructure dynamics

Cloud platform response, SSL overhead

OneAgent

SSL Visibility

Appliance

WAN Optimization

Controller

DC RUMProbe

Real users LAN, WAN Optimization, Load balancer, SSL , … App & infrastructure

DynatraceManaged

RUM and synthetic testing

Thank you

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Questions and Answers

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How do you select the right APM tools ?

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Application Specific Monitoring Strategy

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I know AppMon, but what is the DC RUM anyway?

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Users

Application servers

Real users Application

The network

Users

Application servers

User experience Application performance

Real users Application

DynatraceAppMonUEM

The network

User experience Application performance

Data center infrastructure and app dependencies

End Users App deliveryNetwork Application servers

DynatraceNetwork Probe

Wide Area Network, app delivery

End user experienceNon-web - HTTP family -Universal - SSL overhead

Network services discovery and lightweight monitoring

Real users LAN, WAN Optimization, LB, Citrix, SSL , … App decodes

RUM and synthetic testing

Application

confidential

Wire

Enterprise scale, network services discovery and lightweight monitoring

Wide Area Network,app delivery

fault domain isolation

End user experienceNon-web (e.g. SAP) - HTTP family

- Universal - SSL overhead

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How DCRUM works with Dynatrace?

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P o w e r M o d u l e

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If you have DC RUM already…

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P o w e r M o d u l e

If you have DC RUM already… add visibility into the app infrastructure

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If you have Dynatrace already…

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P o w e r M o d u l e

If you have Dynatrace already… add visibility into the enterprise apps

If you have Dynatrace already…add visibility into the enterprise

apps

Data center infrastructure and app dependencies

If you have DC RUM already…

… add visibility into the app infrastructure

Thank you