In today's world where end-users desire a simple and intuitive web experience, we face correlating operational challenges. How does a simplistic experience equal a more complex system? Hear how AppDynamics End User Management (EUM) and Application Performance Management (APM) enable visibility into the end-to-end workflow, which gives everyone new insight into the workflow. This empowers support and operations teams with information from the SME developer on the application process flows in real-time. From end-user devices to browsers to entry points to web apps to seeing transactions between systems, hear how AppDynamics makes all this visible. Learn how Cerner CTS is on its journey with AppDynamics and has gained visibility into workflows, delivering the potential to change the support game. Key takeaways: o Build a service-oriented culture o Define an operational support process o Improve meantime to resolution For more information, go to: www.appdynamics.com

1. How Cerner Corporation delivers end-to-end
workflow visibility to increase cross-
functional alignment
John Crader
Cerner Corporation

2.  What does Cerner do? Cerner is a IT HealthCare
company that connect people and systems at more
than 18,000 HealthCare facilities in 40+ countries, and
our wide range of services support the clinical, financial
and operational needs of organizations of every size.
 Our mission is to contribute to the systemic improvement
of health care delivery and the health of communities.
 Health care is too important to stay the same.™
 Cerner's corporate IT operations (DevOps) for all
enterprise applications to ensure the availability and
performance of these solutions for our internal and
external clients. Cerner’s main line of business is
healthcare IT focusing the EMR (electronic medical
record).

3.  John Crader – Cerner CTS CSM – Service Delivery Manager
 20+ Years of IT Experience (Cerner, Sprint)

4. Corporate Systems Management
 About CTS CSM team..
 Corporate Systems Management
 47 team members (31 US, 16 BLR, India)
 Service Delivery Managers
 Production Owner Architects
 Technology Architects
 System Engineers
 Interns – Cerner Scholars, MIC Interns, KCIT Apprentices
 Responsible for all 150 Enterprise Application Operations and Growing!
 If you use it to do your job at Cerner, we probably manage it!

5. Cerner/AppDynaics Maturity
Journey
Level 1 –
Initial
No defined Process.
Beginning of
system. No process
characterization.
(CHAOS )
Level 2 –
Managed
Process
characterized for
Projects, often
Reactive
(REPEATABLE)
Level 3 -
Defined
Process
characterized for
Organizations, often
Reactive
(WORKPLAN
BASED)
Level 4 -
Quantitatively
Managed
Processes
measured and
controlled
(METRICS BASED)
Level 5 –
Optimized
Focus on Process
Improvement
(PERFORMANCE
ORIENTED)
“Managing the Software Process” by Watts Humphrey,
1989

6. Step 1 - Start with a Service Oriented
Culture
We are in the service industry…
Collaboration between Support + Ops + Development = User Experience
Needs to be defined, no solution or tool can fix this
Cerner’s Culture enables Incident Response
- How can we get better?

7. How to create the Service Oriented
Culture?
 Reproducing & Isolating performance issues requires extensive
effort and often results in substantive delays in meantime to
resolution.
 The current volume and effort required to address ticket
submissions is untenable under current constraints from a
resource and/or toolset standpoint. These constraints are
causing great impact to cost and customer/user satisfaction.

8. User experience is
the key
What is their expectation?
They expect the service to work and when
it does not??
UGGG!!!
What can we do it about it??

9. Step 2 – Structure around your Strategy
We are in the service industry…how can we can we eliminate human constraints
What roles are needed to operate applications (end to end)?
Combine Infra and Operations
Define ‘Units of Work’
Structure for Success

10. https://rctom.hbs.org/submission/the-spotify-squad-how-to-successfully-lead-a-global-
organization-without-an-operations-team/

11. What does it take to operate an Enterprise App Services?
11
SDM
PO
SEs
DBAs
Own the Business Service
Own the Technical Service
Own the app tasks for the
tech service
Own the DB tasks for the tech
service
TAPM
I
n
fr
a
Tech discovery, strategy, design and improvement
Drive projects
Supported by Infra structure
Benefit: Eliminates Data solo’s and
leadership solos

12. Next state
SDM
PO
SEs
DBAs
Own the Business Service
Own the Technical ServiceT
A
P
M
I
N
F
R
A
Tech discovery, strategy, design and improvement
Project Management
Technical management for Windows, Unix, Backups, and Network
S
U
P
P
O
R
T
Real Monitoring of AppD Events
Own the app tasks for the tech service
Own the DB tasks for the tech service

13. Step 3 – Define an Operational
Support Process

14. Follow ITIL Framework

15. User reports a problem to the help
desk
IRC
Developers
Monitoring
CSM
User
Helpdesk
Resolution
Situation
Investigation
Problem Mgmt
Service Req
Help!

16. Help desk reproduces the issue,
engages IRC
IRC
Developers
Monitoring
CSM
User
Helpdesk
Resolution
Situation
Investigation
Problem Mgmt
Service Req
Yup,
that’s a
problem!

17. IRC initiates situation management, engages CSM
IRC
Developers
Monitoring
CSM
User
Helpdesk
Resolution
Situation
Investigation
Problem Mgmt
Service Req
• Contact PO
• Alert xMatters
on call group

18. CSM is engaged. Developers or alerting are also entry
points
IRC
Developers
Monitoring
CSM
User
Helpdesk
Resolution
Situation
Investigation
Problem Mgmt
Service Req
Hey team,
something
doesn’t look
right…
Paging CSM,
Paging CSM...

19. Situation management initiated by
IRC
IRC
Developers
Monitoring
CSM
User
Helpdesk
Resolution
Situation
Investigation
Problem Mgmt
Service Req
• IM or phone call
initiated with team
• Status updates sent
from xMatters

20. The team investigates
IRC
Developers
Monitoring
CSM
User
Helpdesk
Resolution
Situation
Investigation
Problem Mgmt
Service Req
• Health check of solution
• Engage infrastructure or
vendor

21. The team prevails! Issue resolved!
IRC
Developers
Monitoring
CSM
User
Helpdesk
Resolution
Situation
Investigation
Problem Mgmt
Service Req
Fixed!

22. Problem Management (Root cause analysis,
corrective actions)
IRC
Developers
Monitoring
CSM
User
Helpdesk
Resolution
Situation
Investigation
Problem Mgmt
Service Req• Investigate root cause
(if still unknown)
• Identify and
implement corrective
actions to prevent
further occurrences
• Submit issue to
problem management

23. How can we improve this process?
How can AppD make this better?
Thoughts?

24. Step 4 – Understand your User
Experience
- Enable End User Experience Monitoring (before URL up/down only)
- Why is this usually not first?
Helpdesk
User
Help!

25. Biggest
Challenge is for
Operations
Performance Degradation
“The App is Slow”
Incomplete Functionality
“This app’s function is no longer
normal”
Outage
“The App is down”
1-HELP and IRC receives these type of calls

26. This is where AppDynamics shines

27. AppDynamics EUM Demo

28. AppDynamics End User Experience
Monitoring
How are we implementing EUM?

29. F5 Application Acceleration +
AppDynamics EUM Used Case
- Where should we accelerate?
- Value Statement on Performance gains or losses

30. EUM Capture Life of a HTTP
Request
30

31. Step 5 – Improve MTTR (Meantime to
Resolution)
-War Room! All Hands on Deck!
- EUM + APM can lead us the way
- SMEs of Integrations (Integration Architect)
Resolution
Investigation
• Health check of solution
• Engage infrastructure or
vendor

32. ODS
ODSCRM Remedy
Solution Change
STG
Remedy
eService
ITWx
xMatters
CernerDotCom
DB
Routing
Apps
Attachments
DB
WSI
UTNGen
SSPApp
IHO Remedy/Nav
KBA
Navigator
My.cerner
IP Factory
TTA
SSA DB
Swx SRM
SRApp
CR(Nav)
MTA’s
MDM
CHD
Client
CHDI
(External F5)
Create/Update
To Cerner
From Cerner
PIVOT/
IRC/
Amb/
SRViewer
Puma
mq
mq
JIRA App
SSP Attachments (IIS)
Content Store (IIS)
SRApp
ODS-SR
MDM
Solution Change
MTA’s
mq
First Attempt – Build Integrated Service Model
Manually (We think what our service model is)

33. Next Attempt – How can we
automate?
AppDynamics APM!

34. AppDynamics APM Demo
• Easy transition
from 1st to 3rd
level
• Application
Flow
automatically
created
• Low
overhead
allows us to
collect more
information
rather than
tune it down

35. What can Support and
Ops do?
AppDynamics APM Enables Visibility Into
the Business Transaction = End to End
A business transaction represents a distinct unit of
business logic enabled by your application
environment, for example, for an ecommerce
website, searching inventory or placing an order.
A business transaction is defined by an entry point
interactions between the components that
participate in implementing the transaction, such as
databases, application servers, and messaging
queues.

36. Cerner’s CorpOps Steps to
Operational Success!
 Step 1 - Start with a Service Oriented Culture
 Step 2 – Structure around your Strategy
 Step 3 – Define an Operational Support Process
 Step 4 – Understand your User Experience - EUM
 Step 5 – Improve MTTR (Meantime to Resolution) - APM

37. Why bother?
Every 100ms delay
Costs Amazon
1% in
sales.
74% are willing to wait
5 seconds or less
for a single web page to load
before leaving the site.

38. AppDynamics EUM + APM can
enable turning this
Questions??
Feel free to email me – john.crader@cerner.com
LinkedIn Profile - https://www.linkedin.com/in/john.crader
TO

39. Please give us your feedback—Session B5907
• Complete the online survey you'll receive via
email later today or via text at:
Text this number: 878787
Text this word: APPSPHERE
• Every time you submit a session survey, your
name will be entered in a random drawing.
We're giving away Amazon Echos
to 5 lucky winners!
• Thank you for your input
APPDYNAMICS CONFIDENTIAL AND PROPRIETARY 39
Win!

40. Thank you

41. Appendix