Standard Bank's goal is to be the leading financial services organization in, for, and across Africa. We are investing heavily in a global digital strategy oriented around omni-channel capability delivered through self-service channels. This strategy requires that we frequently deliver new functionality to customers across countries, channels, and business domains. To support this we must adopt sound engineering practices such as DevOps, test-driven development, and Agile. In this session, we will highlight some of the key Agile engineering practices that support the journey and the role that AppDynamics has played in enabling these practices. Key takeaways: o How AppDynamics unblocks delivery and help to deliver quality software to our customers o AppDynamics as a DevOps enabler, helping bridge the gap between operations and development o Scenarios in which AppDynamics has prevented outages and reduced the amount of time it would take to restore service For more information, go to: www.appdynamics.com

1. Agile, DevOps, Engineering transformation
and the role of AppDynamics.
Andrew Kretschmer
Head of Multi Channel Development CoE | Standard Bank

2. 1,221
Branches
8,800
ATMs
Operations in 20
Countries
Est. 154
years ago
14,9 million
Retail
Customers
Over 44 000
Staff
A Broad & Complex Footprint

3. Vision & Strategy
Our vision is to be the leading financial services organisation in,
for and across Africa, delivering exceptional client experiences
and superior value.

4. “DevOps is Impossible in a Big Bank”
OHI (Climate
& Culture) –
3rd quartile
!!

5. Create an environment where people can collaborate and innovate
Engineering Culture

6. Innovative Engineering Practices

7. Omni-Channel Architecture

8. Digital Strategy

9. Digital Strategy
Unified Customer Experience
Mobile, Web, USSD, IVR, ATM, POS & Branch

10. Some History
The Challenges
26 February 2015 Mobile Banking app was down for the whole day!

11. The Status Quo
If you had an outage then…
1. Invited to the crisis room
2. No access to production
3. No access to the tools being used
4. Tools turned off because it impacts production
5. Yet you need to be able to tell people what is wrong
6. Changes being backed out
7. No clear root cause
!!

12. The Fallout
The Challenges
• 27 February 2015 Meeting Group CIO to explain what happened
• No RCA
• Dev’s treated as Second Class Citizens when it comes to prod!
• We need to do something, doing nothing and leaving things as they
are were not an option…

13. The Journey To a Solution
Discovery
• We tried to use existing tools…
• Looked at alternatives
• Convince the right people

14. The Journey To a Solution
7 Key Requirements
1. Always running in production
2. Easy to deploy and use
3. “I do not want to call the
vendor!”
4. DevOps enabler
5. For everybody to use
6. Code drill-down capability
7. Auto discovery

15. How can we remove
impediments and deliver
quality software to our
customers?

16. •
Rest of Africa
Nigeria – Internet Banking
• Performance issues
• Login takes 30 Seconds
• Slow responses in services layer
• Developers spend 3 – 4 hours per day looking for/in logs
• It wasn't me…
• Login issue traced to core banking system
• Week later patch received - Logins now take less than 3 sec
• Developers build features instead of hunting logs and bugs

17. •
South Africa
USSD
• Project that has been running for 2 years
• Complex stack – so many layers…
• Performance issues everywhere
• AppDynamics deployed in a couple of days
• Pinpoint where the performance issues and errors are
• Finally in production 26 Oct 2016

18. You can prevent outages
and reduce the time to fix
production issues…

19. •MTBF – We can prevent bad customer experience
South Africa – Mobile Banking
• Alert was triggered that the error rate was higher than usual
• Investigation found one node in the cluster not working
• 25% of our customers were experiencing timeouts

20. •MTBF – We can prevent bad customer experience
South Africa – Mobile Banking
• Identified that it was only one node
• Isolated node by stopping traffic
• Customer Experience returned to normal

21. •MTTR – We can solve problems… quicker
• April 2016 outage is reported on Internet Banking
• 5 minutes into the outage we could pinpoint the problem
• Issue in our Adaptive Risk system
• Issue isolated and service was restored
South Africa – Internet Banking
• No need for a crisis meeting (How boring…)
• Responsible team dealt the issue
• Service was restored quickly

22. •MTTR – We can solve problems… quicker
• Alert triggered due to slow responses for transaction logging
• Not impacting customer experience yet…
• Connection pools started to fill up
• Customers experiencing slow performance
South Africa – Mobile Banking
• Pinpoint that the issue was on a message queue
• We could pro-actively fix the issues and restart the broker
• Response times improved and service returned to normal

23. Enable feature teams to do
dev and ops

24. • Visibility on errors and exceptions
• Metrics on how code is performing
• I did not know the code was doing that… in production
• Pin point where the issues are
• Better quality code going into production (Engineering practices)
• Alerts to when things go wrong
• Have visibility without having to logon to the server
• We can even monitor certificate expiry
Dev and Ops in a feature team is possible

25. Dev and Ops in a feature team is possible

26. Learnings from Standard Bank
TIPS

27. Automate
Automate as much you can
• Recipes to install Agents (App & Machine)
• Recipes to install and configure the controller
• Repeatable & easy to upgrade
• Agents are always there

28. The right people
AppDynamics in the right hands…
• Allow devs and ops team to deploy the agents
• Do not centralise the deployment of the agents
• Devs and ops teams knows their applications best

29. Ready for the storm?
Once people see AppDynamics they want it
• Make sure you can manage the demand
• In tough economic conditions funding is not easy
• Convince the right people

30. DevOps & AppDynamics in a Complex Banking Environment.
Questions?
“They call it Africa,
we call it home.”

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