De-Centralizing Operations with APM [FutureStack16]
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Concur, an SAP Company
De-Centralizing Operations with APMKevin Evans, VP of DevOps and Cloud Services, Concur
Angus Claus, Director Service Management, ConcurDonnell Baker, Sr. Manager SRE, Concur
Concur, an SAP Company
De-Centralizing Operations with APM
Kevin Evans, VP of DevOps and Cloud Services Angus Claus, Director Service Management and SRE Donnell Baker, Sr. Manager SRE
November 2016
DevOps @ Concur
A very brief review of the Concur service delivery journey
SDLC* methodology
Release cadence
Architecture
Ops model
* Systems development lifecycle
2003
Waterfall
9 – 18 months
On premise as a service
IT ops
2008
Mixedwaterfall / agile
Initial: 4 monthsEventual: 1 month
Monolithic hybrid
Centralizedhosted ops
2014
Agile
Initial: 1 monthEventual: 1 day
Microservice aspirations
Evolving End 2 EndDevOps
Foundational principles
• SaaS == Software as a Service – We are building a service, not just software
• Decentralization and empowerment– Decompose system into a set of services – Dedicated team owns each service – Team is enabled and responsible for every aspect of that service
• Simplicity, simplicity, simplicity
Motivation for transitioning to the DevOps model
Why?
Innovationvelocity
Operationalaccountability
Architecture change
Core Practices• Automation is Key to everything – Pets vs. Cattle
– Scale, Consistency, Velocity, Manageability
• Engineering vs. Administration
– Centralized group focus moves from managing servers and infrastructure to building tools that enable others to do this work
• Frictionless and the lesson of the free Market
– Mandates don’t exist. Make the desired path the easiest to achieve compliance
• Build Culture where Everyone is accountable to the Service
– Direct ownership enables teams to be accountable for their service
• Learn from Others
– We are not the first ones to travel this path, what have other companies done to solve the problems. How can we take these learning's, adjust, and apply
What does DevOps mean at Concur?
End-to-end (E2E) teamsHigh degree of freedom
• Technology• Velocity of release
Self-service for operational services
Operationally accountable for service
• Performance
• Availability
• Security
• Quality
• Cost of Ownership
Customers Auditors Go to Market
E2E Teams
E2E Teams
E2E Teams
E2E teams
E2E Teams
E2E Teams
E2E Teams
E2E teams
E2E Teams
E2E Teams
E2E Teams
E2E teams
Limitedcentralizedownership
Delivery pipeline
SecurityQE CloudServices
Production environments
Enabling DevOps with New Relic
10© 2015 SAP SE or an SAP affiliate company. All rights reserved. 10© 2015 SAP SE or an SAP affiliate company. All rights reserved. 10© 2015 SAP SE or an SAP affiliate company. All rights reserved.
How We Champion APM
Empowered Teams
Expert Services
The“Rails”
CustomerSuccess
Why Do Rails Matter?
Our Strategy - The “Rails”
Centralized Control and Standardization
• Standard Naming Convention– App Names– Labels
• Developers are First Class Citizens– API Driven Configuration
• Centralized services– Plug-in Abstraction
Our coverage
UI
MT
DB
4 Billion Transactions/Month
460+ Unique logins from 96 Agile teams
New Relic charts and data used in weekly Service Reviews
99%+ of Major incidents reference New Relic data
8,700+ of Alerts/Month40,000+
519 Servers
80 Apps
2 Plug-ins
436 Servers
29 Apps
1 Plug-ins
4 Plug-ins
The Future of APM @ Concur
Minimum Bar
• Automated operational maturity
Zero Touch Configuration
• Provide - Configuration as Code:– Role Type– SLA KPIs (Apdex Thresholds)– Escalation Path (Pagerduty)
• You get Out of Box:– Default Alarm / Notification Channel Set Up– Basic Alarming– Monitored SLA (Apdex)– Dashboards
• Custom: – Bespoke Alarms – Error Rates, Response Times, Min / Max Throughput– Error Code Exclusion– Auto Remediation
What Will Keep Us Successful?
• Role Based Access Control (RBAC)• Pipeline Delivery (Control Plane)
– Build– Ship– Run
Q&A
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