Deploying an application into production is a huge milestone, but the life of the app does not stop there. In fact, the maintenance and support that follow are no less important than the build phase. This is yet another phase in the SDLC, when the friction between product and IT comes to light.
In most technology organizations, application support is handled by product development and IT operators. No matter how well IT operations and developers communicate and work with each other across the carefully raised walls between them, the support process is a blame game. One of the simple reasons for the friction is the lack of visibility into the inner workings on the other side of the wall.
Here lies a paradox. On the one hand, the walls between the departments exist by design. On the other side, it hinders smooth collaboration between the groups, which is especially critical in the context of support when time is of essence and the pressure to resolve the issue from all levels of the business builds up quickly. Instead the triage typically begins with IT admins, who oftentimes become aware of the issue first, yelling over the wall: “Something is killing my server! What is killing my server?!”
The Apprenda Platform as a Service (PaaS) is one of the tools on the market that can mitigate this issue and make a positive difference in the speed of troubleshooting and maintaining SLAs of business critical applications. Incidentally, Apprenda is designed to be used by the two groups in technology organizations that are handling application support: developers and IT.
For each user group, Apprenda provides a dedicated portal outfitted with tools that simplify the monitoring and support of guest applications running on the platform. For developers, Apprenda makes all levels of logging available out of the box as well as integrations with a whole variety of application monitoring tools that may already by familiar within the organization.
For platform operators, typically IT administrators and/or DevOps, Apprenda operator portal provides an application-centric view into the infrastructure. Operators can drill into individual servers and VMs and see what applications and application components are running on them, which process they are running on, who built the application, and even what binaries and configuration files were deployed to support it. This deep level of insight allows operators to quickly determine which application component is at fault and involve the developer team that authored the component to get to the root cause of the issue in a targeted way.
While still preserving the boundaries between the groups and abstracting the infrastructure from the developers, Apprenda offers valuable support tools to its user groups and reduces friction within the organization. In doing so, Apprenda helps the technology organization to meet SLAs and offer reliability to business users.