Case studies

Service Availability of a Complex Application

Exploring causes and solutions to resolve HTTP500 errors.

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APM Context

    A spike in errors shows that some customers are unable to complete their transaction on a company's travel booking application. This problem directly affects the core business, revenue and reputation of the site. Understanding and quickly resolving the unavailability of the online payment service is a matter of urgency.
APM <span class='blue'>Context</span>

Analysis with ServicePilot

  • Problem Detection: The Dashboard / AppTrace / Requests page shows a significant increase in HTTP500 server errors for certain specific transactions.
  • Identification of probable causes: It is possible to determine the server, application, page and since when the 500 errors occurred.
  • Dependency analysis: The service that has been unavailable on one of the servers is visible, resulting in a spike of 500 errors on pages linked to online booking and payment, leading to a loss of potential sales.
<span class='blue'>Analysis</span> with ServicePilot

Actions and response

  • Immediate Response: Looking at dependencies shows the impact on applications, to check which process or host needs to be restarted.
  • Notification: The developers must be informed of the incident, note the restart and apply an update if necessary.
  • Pro-active Action: Enhanced monitoring of the online payment service with customized thresholds and additional manual monitoring.
<span class='blue'>Actions</span> and response

APM Prerequisites

  • Installation: ServicePilot Agents installed on application servers.
  • Configuration: AppTrace enabled and APM rules defined.
  • Verification: Applications appear in the APM Process page with the APM column checked.
APM <span class='blue'>Prerequisites</span>

Solution advantages

"ServicePilot enables rapid problem identification by analyzing web server traffic. Thanks to this approach, it is possible to guarantee a reliable user experience and thus improve the brand's image in terms of reactivity and professional attitude towards its customers."
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