Case Study: Cardinal Health Experiences “Black Friday” Every Day

Case Study: Cardinal Health Experiences “Black Friday” Every Day

Louis Verzi

DevOps: Agile Ops

Cardinal Health

Manager, Java Platforms

DO5X196S

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Abstract

Cardinal Health specializes in distribution of pharmaceuticals and

medical products, serving more than 100,000 locations worldwide. To

ensure the best customer experience possible for its mission critical

applications, Cardinal Health takes the approach that every day is “Black

Friday” with quick detection and quick resolution. Over the past several

years, Cardinal Health has used CA Application Performance

Management (CA APM) to move from being reactive to application

performance issues to proactively addressing issues before they impact

the customer. In this session you will learn some of the steps and

approaches they take to improve application performance across more

than 100 different applications, including their ecommerce platform.

Louis Verzi

Cardinal Health


© Copyright 2015, Cardinal Health. All rights reserved. CARDINAL HEALTH, the Cardinal Health LOGO and ESSENTIAL TO CARE are trademarks or registered trademarks of Cardinal Health.

Essential to care™

Louis Verzi


November 20, 2015


Essential Facts


Essential Purpose

We are more than 34,000 people applying our

deep understanding of healthcare to deliver inventive

and meaningful solutions that help improve the

cost-effectiveness and quality of healthcare so our

customers can focus on patients.


Serving the full continuum of care

Hospitals

Retail

pharmacies

Surgery

centers

Home

health

Physician

offices

Laboratories

Imaging

centers

Clinics


Cardinal Health is bringing scale and expertise to serve our customers

across the continuum of care with our wide breadth of offerings.

Cardinal Health offerings

Medical ProductsHospital Sales and

ServicesCardinal Health at Home

Pharmaceutical

DistributionSpecialty Solutions

Nuclear Pharmacy

Services


Essential Facts

A global footprint


Essential Role

Nuclear Pharmacy Services

Capabilities

• Operate the largest network in the U.S. with approximately 131 nuclear pharmacies and 36 PET biomarker manufacturing sites

• Collaborate with industry, trade and patient advocacy groups to educate stakeholders and promote fair reimbursement

• Provide safety products to help protect healthcare workers and patients from unnecessary radiation and bloodborne pathogens

• Help nuclear medicine departments comply with accreditation and regulatory requirements

• Offer integrated tools to help streamline processes, systems and information

Nuclear Pharmacy Services develops and delivers inventive, relevant radiopharmaceutical

solutions that empower our customers to confidently, responsibly and efficiently provide the

exceptional care that leads to better outcomes for their patients.


Overview

Ecommerce Platform

How APM Came to Cardinal

Support Model

Drive Adoption

APM Footprint

Value

DevOps What NextSupporting

Growth


0

2,000

4,000

6,000

8,000

10,000

12:00AM

1:00AM

2:00AM

3:00AM

4:00AM

5:00AM

6:00AM

7:00AM

8:00AM

9:00AM

10:00AM

11:00AM

12:00PM

1:00PM

2:00PM

3:00PM

4:00PM

5:00PM

6:00PM

7:00PM

8:00PM

9:00PM

10:00PM

11:00PM

Orders

Typical Pharma eCommerce Daily Order Volume

“Black Friday” Every Day

• Sunday thru Thursday, 6-8pm 43% “Super Peak” of total order volume

(daily “Black Friday”)

• Customer Sensitivity starts at 8am (Store opens) with 4pm – Midnight viewed as

peak Order Volume


How Wily Came to Cardinal Health

• War Room effort leading into ecommerce site launch

• ~15 people in a war room for 3 weeks

• Customer image, adoption in jeopardy

• CA account manager gave POC of Wily

• Found issue within 4 hours


Evolution of Our Support Model

• Started with ecomm application team

– No expertise in operationalizing a tool

– Other application teams became interested

– Needed to be a shared service

• Moved into enterprise monitoring team

– No app/dev experience

– Didn’t understand java functionality (heap, threads, GC)

– Lead to stagnation & no realization of the value

• Taken over by WebSphere Platform team

– Expansion from 1 to over 150 applications

– Operationalized & kept up to date (8-9-9.1-9.7)

– Value driven to Application teams and the business


How We Drove Adoption

• Shared wins the e-commerce team experienced

• Road shows to application team showing how to use

• Starting with upgrade to 9.0, allocated licenses for shared platform

• By default, all new projects to purchase license

• Word of mouth on issue resolution

• Today – SVP of Shared Services brings up Wily when uninstrumented

apps have performance issues


Cardinal Health APM Footprint

Compliance &

Governance

Product Recalls

Anti-Diversion

Identity

Order Intake

Customer Service

EDI

eCommerce

Fulfillment

Nuclear

Pick, Pack, Ship (AMS)

WMS

Backend Services

Business Rules

Search

CSOSIntegration

BPM

Forecasting


Cardinal’s Value from APM

• Platform

– “It’s not a WAS issue”

– Major value in identifying backend issues

– Capacity Planning

• PE

– Identify slow SQL before it hits prod

– Identify sources of slowness in the platform

– Compare Production & PE data to ensure accurate projections

• Dev / support

– 2x a year – war room effort avoided in stage

– Threshold alerting – ability to resolve an issue before it is customer impacting


e-Commerce – SDLC / DevOps

• Move APM to Pre-PROD (Test and Performance Environments)

– Earlier Warning for Development Teams on operational issues before systems

goes live

• Without this insight prior to PROD, serious and undetected quality issues may

lead to reactive and unnecessary procurements to “fix” performance problems,

or in severe cases rollback releases and lose customers.

– Earlier Guidance for Operations Teams on production performance requirements

& KPI’s

• Creates a tighter feedback loop so that everyone understands the customer,

what experience is expected, and where changes impact performance.


Where We Are Heading

• APM 10

– Differential Analysis

– Perspectives

– Timeline

– Command Center

• Team Center

• CEM / Network aware APM

• Database (UIM)

• Mobile Application Analytics

(MAA)

APM Teamcenter & Timeline

View


Ecommerce Growth Pattern


Emerge Medical

AssuraMed

WaveMark

Sonexus Health

AccessClosure

Innovative Therapies

Metro Medical

The Harvard Drug Group

Cordis division of Johnson & Johnson

Key Acquisitions: 2013 – Present

Strategically growing our offering


Recommended Sessions

SESSION # TITLE DATE/TIME

DO5X189SHow to Achieve a Customer-Centric View in an

Omni-Channel World11/18/2015 at 1:00 pm

DO5X194SMonitor Microservices, Containers, Cloud Foundry and

Node with CA Application Performance Management11/18/2015 at 4:30 pm

DO5X193S

Customize CA Application Performance Management

with Tips for Using the CA Application Performance

Management Open APIs

11/19/2015 at 4:30 pm


Must See Demos

Application Performance Management and DevOps, featuring APM use in preproduction scenarios

Application Performance Management

Theater 5

Application Performance Management, Modern Monitoring, featuring the new APM Team Center


Theater 5

Ensuring a “5 star” mobile app experience with CA Mobile App Analytics

Mobile App Analytics

Theater 5

Unified Monitoring: APM Integrations including UIM


Theater 5


Follow On Conversations At…

Smart Bar


Theater 5

Tech Talks


Theater 5


Q & A


For More Information

To learn more, please visit:

http://cainc.to/Nv2VOe

CA World ’15

http://cainc.to/Nv2VOe

http://bit.ly/1wbjjqX

Case Study: Cardinal Health Experiences “Black Friday” Every Day

Technology

Transcript of Case Study: Cardinal Health Experiences “Black Friday” Every Day