Case Study: Interval Leisure Group Paints a Picture-Perfect View of Member Experience
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Transcript of Case Study: Interval Leisure Group Paints a Picture-Perfect View of Member Experience
World®’16
CaseStudy:IntervalLeisureGroupPaintsaPicture-PerfectViewofMemberExperience
RobertDGaynor- SeniorVicePresident- EnterpriseTechnology,IntervalLeisureGroup
DO4T10S
DEVOPS– AGILEOPERATIONS
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Abstract
DeliveringandmaintainingapositivememberexperienceisparamountforIntervalInternational(II),anoperatingbusinessofILG.Toachievethis,amulti-facetedviewisrequired– onethatcanbesharedacrosstheirDevOpsteams.ThissessionwillexplorehowIIisonajourneytopaintapictureperfectviewofmemberexperiencebyintegratinguserexperience,applicationdiagnosticsaswellsyntheticandinfrastructuremonitoringandloganalytics.LearnhowIIisusingCAAppExperienceAnalytics,CAApplicationPerformanceManagement,CAAppSyntheticMonitorandCAUnifiedInfrastructureManagementtoprovideanintegratedviewofuserexperience.Withthisholisticapproach,IIisabletoimprovememberexperienceusinganalyticstodelivercontinuousfeedback.
RobertDGaynorInternalLeisureGroup,SeniorVicePresident,EnterpriseTechnology
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OverviewofILGOfficesin15countriesandapproximately10,000employees.
Providesitsowners,members,andguestsaccesstoanarrayofbenefitsandservices,aswellasworld-classdestinationsthroughitsinternationalportfolioofresortsandclubs.
ILGisaleadingproviderofprofessionallydeliveredvacationexperiences.
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OverviewofIntervalInternational(II)
Operatesmembershipprogramsforvacationersandprovidesvalue-addedservicestoitsdeveloperclientsworldwide
Hasbeenapioneerandinnovatorinservingthevacationownershipmarketsince1976
Exchangenetworkcomprisesapproximately3,000resortsinmorethan80nations
Offershigh-qualityproductsandbenefitstoresortclientsandabout2millionfamilieswhoareenrolledinvariousmembershipprograms
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IntervalWorld§ Customerself-serviceweb
ecommerceportal
§ BookaGetaway
§ PerformanExchange
§ Ormanageaccount
IntervalWorld ApplicationProvidesDifferentiationforIIDeliveringoptimaluserexperienceandavoidingdowntimeiscritical
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Lackofvisibility
Usedsyntheticmonitoring– couldseethesurfacelevel,butnodeepinsight.Syntheticdatawasstandaloneandnotcorrelated.
ChallengesFacedBeforeAdoptingCAAgileOperations
SuccessdefinednarrowlyDefinedsuccessassystemuptimeandavailabilityasopposedtouserexperienceandbusinessimpact.
ProblemsnotcaughtfirsttimeItoftentookseveraltimes(asmuchas4,5,6timesforaproblemtooccurbeforeitwassolved).
DifficulttodeterminerootcauseInthewarroom,hadtoinvolvemanyexpertsanddifficulttodetermineareaofresponsibilityandsourceofproblem.
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FirstPhase:AdoptingCAAPM
Deploy
Instrumentandtune§ Identifytransactionflow§ Settingthresholds
LeverageCAAPMacrossrolesfromdevtoops§ UsingCAAPMacrossvariousroles§ Notjustinfrastructure
IntegrateCAAPMwithothertools,leverageITILbestpractices§ E.g.ServiceDeskandCASpectrum
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BestPractice:ShiftLeftUseCAAPMEarlierintheSoftwareDevelopmentLifecycle
Dev QA/Test ProductionPre-Prod
CAAPM
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ContinuingtheJourney:FormingthePicture-PerfectViewofCustomerandEnd-UserExperience
ImplementedCAAppSyntheticMonitor– lookingtobeabletotakesyntheticmonitoringdataandtiebacktoAPMtimeline
Neededtobeabletomonitorsiteavailabilityandintendedtransactionperformance
Why How
ImplementingCAAppExperienceAnalytics- Originallyfocusedonmobileappanalytics,nowextendingtoweb.Usingtocreatebusinessservicereliabilitydashboard
Neededtobeabletotiebackrealcustomerinteractionsandbeabletodrilldownfromuserexperienceintoapplicationcomponentsandservices
ImplementingCAUnifiedInfrastructureManagementtointegrateinfrastructuremetricsintoAPMandSpectrumdashboards
NeededbettermonitoringcoverageofCitrixenvironmentsandperformance,tiedtoenduserexperience
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AgileOperationsArchitectureatIntervalCASpectrum
BrowserAgent(BRTM)
ApplicationExperienceAnalytics
CAAppExperienceAnalytics
(Omni-channel)
EnterpriseManager
AppServerAPMAgent
CrossEnterprise
CAApplicationPerformanceManagement
CAUnifiedInfrastructureManagement
CAAXA/CAAPM
ServerandApplications
EventCorrelationRouteCauseAnalysis
BusinessServiceReliabilityDashboardApplication-CentricInfrastructureMetrics
Splunk
LogManagement
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Getaways BookedToday
GetawaysExperience Perfection CurrentITRisk toExperience
GetawaysWorkflow Perfection
Customers
Loggingin
Customers
SearchingInventory
Customers
SelectingaProperty
Customers
CompletingPayment
In-Design:BusinessServiceReliabilityDashboard
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CAAgileOperationsHelpsIIDeliveraDifferentiatedUserExperience
Bettercollaborationbetweendevelopment,operations&QA
Catchproblemsbeforetheyhitproduction
Whenproblemsoccur,findrootcausequickly
Achievingauser-centricviewofperformance,whileenhancingproductivityacrossdevandops
Abilitytotieenduserexperiencetotheunderlyingapplicationinfrastructure
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EndResult:HappyCustomers
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NextStepswithCAAgileOperationsatII
DefineadditionalworkflowsforCAAXA
LookingtofeedCAAPMwithinfrastructuremetricsfromCAUnifiedInfrastructureManagement
Integrateloganalytics
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