Leading insurer increases app availability to 99% using QK's AppDynamics-based monitoring program
Overview
The client is a leading life insurance company in India, offering a wide range of products to meet diverse customer needs. The insurer needed an APM solution to enhance the performance and availability of its critical applications and improve the e ciency of its ITSM processes.
Business Challenges
The insurer faced several challenges related to the optimal performance and availability of their critical applications, which are essential for providing seamless customer experiences. These challenges included:
Lack of comprehensive
Monitoring coverage for tier 1 and tier 2 applications
Limited visibility
into user experience and journey breakages
Difficulty in accurately
pinpointing the root causes of issues
Inefficient incident
tracking and resolution processes
Lack of proactive
communication and engagement with stakeholders
Our Approach
To address the client’s challenges, we implemented a comprehensive application performance monitoring solution that included the following key components:
APM General Use Cases
- Deployment of AppDynamics and
Dynatrace on tier 1 and tier 2 applications for monitoring and performance engineering - Implementation of both real and
synthetic user monitoring to provide a
360-degree coverage visibility
User Experience Monitoring
- Monitoring coverage of policy buying
user journeys for critical life insurance
products - Increased monitoring coverage to 40
journeys across various applications - Identification of breakages in user
journeys proactively
Client and Server-side Correlations
- Immediate identification of breakages in user journeys using synthetic monitoring at 30-minute intervals
- Detailed analysis and accurate pinpointing of root causes using APM
server-side analysis
APM as a Service
- Alignment of BAU configuration tasks in the client’s ITSM tool
- Streamlining the APM service offering
to the client for increased agility and ease of use
Integration with ITSM Tool
- Creation of incident tickets in the ITSM tool for all issues observed by
AppDynamics - Assignment of tickets to the control
center team for follow-up and closure
Proactive Communication Channels
- Creation of official proactive WhatsApp groups for tier 1 and tier 2 applications
- Customization of email and SMS alerts to provide concise and relevant information to stakeholders
Extended APM Solutions
Implementation of MQ monitoring, log analytics, SSL certificate expiry alerting, and scheduler monitoring
Customized dashboards for user journey tracking
Automated and manual reports
Creation of automated hourly reports for critical KPIs
Sharing of weekly and monthly reports for overall application availability status
Improved Governance and Support
Frequent application team connects for issue discussions
Obeya engagements to push
long-tenured open issues for closure
Support for disaster recovery activities and off-working hours support for critical outages
Business Benefits
The implementation transformed the bank’s digital testing capabilities, delivering measurable improvements:
Increased overall application availability from 98% to 99%
Improved root cause analysis coverage for almost all incidents observed
Reduction in incident count through alert optimizations and stakeholder engagements
Decreased MTTR for critical issues through Obeya engagements
Enhanced proactive monitoring and tracking of issues using incident trackers
Continuous performance improvement plans and Obeya engagements to maintain availability
Reduced false alerts and unnecessary alerts to stakeholders
Decreased SMS costs due to optimized alert sending
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Case Studies
- Case Studies
Leading Insurer Increases App Availability to 99% Using QK’s AppDynamics-Based Monitoring Program
Industry
Insurance
Objective
To improve application availability and performance for a leading insurer by implementing AppDynamics‑based monitoring, ensuring proactive issue detection and near‑zero downtime.
Overview
The client is a leading life insurance company in India, offering a wide range of products to meet diverse customer needs. The insurer needed an APM solution to enhance the performance and availability of its critical applications and improve the e ciency of its ITSM processes.
Business Challenges
Looking to enhance app availability and prevent downtime before it happens?
Our Approach
To address the client’s challenges, we implemented a comprehensive application performance monitoring solution that included the following key components:
APM General Use Cases
- Deployment of AppDynamics and Dynatrace on tier 1 and tier 2 applications for monitoring and performance engineering
- Implementation of both real and synthetic user monitoring to provide a 360-degree coverage visibility
User Experience Monitoring
- Monitoring coverage of policy buying user journeys for critical life insurance products
- Increased monitoring coverage to 40 journeys across various applications
- Identification of breakages in user journeys proactively
Client and Server-side Correlations
- Immediate identification of breakages in user journeys using synthetic monitoring at 30-minute intervals
- Detailed analysis and accurate pinpointing of root causes using APM server-side analysis
APM as a Service
- Alignment of BAU configuration tasks in the client’s ITSM tool
- Streamlining the APM service offering to the client for increased agility and ease of use
Integration with ITSM Tool
- Creation of incident tickets in the ITSM tool for all issues observed by AppDynamics
- Assignment of tickets to the control center team for follow-up and closure
Proactive Communication Channels
- Creation of official proactive WhatsApp groups for tier 1 and tier 2 applications
- Customization of email and SMS alerts to provide concise and relevant information to stakeholders
Business Benefits
Increased overall application availability from 98% to 99%
Improved root cause analysis coverage almost all incidents observed
Reduction in incident count through alert optimizations and stakeholder engagements
Decreased MTTR for critical issues through Obeya engagements
Enhanced proactive monitoring and tracking of issues using incident trackers
Continuous performance improvement plans and Obeya engagements to maintain availability
Reduced false alerts and unnecessary alerts to stakeholders
Decreased SMS costs due to optimized alert sending
Extended APM Solutions
- Implementation of MQ monitoring, log analytics, SSL certificate expiry alerting, and scheduler monitoring
- Customized dashboards for user journey tracking
- Automated and manual reports
- Creation of automated hourly reports
for critical KPIs - Sharing of weekly and monthly
manual reports for overall application
availability status
Improved Governance and Support
- Frequent application team connects for issue discussions
- Obeya engagements to push long-tenured open issues for closure
- Support for DR activities and off-working hours support for critical outages
Business Benefits
Increased overall application availability from 98% to 99%
Improved root cause analysis coverage almost all incidents observed
Reduction in incident count through alert optimizations and stakeholder engagements
Decreased MTTR for critical issues through Obeya engagements
Enhanced proactive monitoring and tracking of issues using incident trackers
Continuous performance improvement plans and Obeya engagements to maintain availability
Reduced false alerts and unnecessary alerts to stakeholders
Decreased SMS costs due to optimized alert sending
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