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
Manager, Java Platforms
© 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
Manager, Java Platforms
November 20, 2015
© 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 Facts
© 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 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.
© 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.
Serving the full continuum of care
Hospitals
Retail
pharmacies
Surgery
centers
Home
health
Physician
offices
Laboratories
Imaging
centers
Clinics
© 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.
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
© 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 Facts
A global footprint
© 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 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.
© 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.
Overview
Ecommerce Platform
How APM Came to Cardinal
Support Model
Drive Adoption
APM Footprint
Value
DevOps What NextSupporting
Growth
© 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.
Cardinal Health’s eCommerce Platform
Portal | Commerce | WebSphere | Endeca | AEM | DB2 | IIB
Distrack SPD
CAH
Puerto
Rico
Medical
eCommerce
SAP
National
MarketsRetail Acute Care Puerto Rico
Specialty
Online
© 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.
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
© 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.
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
© 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.
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
© 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.
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
© 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.
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
© 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.
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
© 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.
© 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.
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.
© 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.
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
© 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.
Ecommerce Growth Pattern
© 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.
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
24 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
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25 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
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For More Information
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CA World ’15