Lisa Henry
Performance Reporting –
Enabling Self-Service for
Customers
Liberty Mutual Group
“…helping people live safer, more secure lives.”
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Fifth largest property & casualty insurer in the US
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Over 45,000 employees in more than 900 offices worldwide
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$112.4 billion in consolidated assets, $95.4 billion in consolidated liabilities
and $33.2 billion in annual consolidated revenue, as of December 31, 2011.
71st on the Fortune 500 list
Recognized by Business Week as one of the 50 best
places to launch a career
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3,500 employees
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Largest IT offices:
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Build & Support applications for three strategic business units & corporate
(enterprise) functions
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Primary data centers: Portsmouth, Kansas City & Redmond
Information Technology
Portsmouth, NH Seattle, WA Indianapolis, IN Dover, NH Portland, OR Wausau, IN
Liberty Mutual webMethods B2B at a Glance
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800+ Unique Trading Partners including CustomersBusiness Partners
Government Agencies - State DMVs, regulatory and reporting boards, etc. Vendors
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Breakdown of implementations 80% Catch & Send11% Translation, Clone or Transformation 9% EDI (X12) processing
Many significant large file sizes (~2 GB)
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Typical B2B payloadsClaims information – including damage assessments with photos. First Report of Injury Documents (FROI)
Employee demographic updates
Money – EFT & wire transfers from and to Liberty Mutual Real-time quoting
Liberty Mutual Architecture
B2B Gateway (webMethods Environment)
Highly available virtualized environment in dual data centers (99.9% Availability SLA)
Workload Balancing (Active/Active Processing)
Active/Active cluster for all tiers of the architecture
Increased through-put and processing capabilities through workload balancing
Improved up-time during code deployment and upgrades – reduced maintenance and failover down time
Provides real-time dual processing and failover in both data centers Dedicated B2B Network – external and internal firewalls
Liberty Mutual B2B Organization
Development
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~10+ developers
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System Administrator
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Systems Analyst
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Responsibilities:
Implementations (new,
modifications, dismantles)
Technology roadmaps
definition & execution
Environment Capacity
analysis, recommendation,
and implementation
Production Support
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Dedicated 3+ resources
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Responsibilities:
Level 1 and level 2 issue resolution
Mailbox support during business hours
-~10,000+ emails weekly both system
and user generated
24x7x365 Blackberry support for critical
implementations
Code Deployments to Test,
Performance, and Production
environments
webMethods Reporting – Development Team
The B2B Development team is currently leveraging webMethods Reporting for
two reasons:
Performance Metrics for integrations. Allows developers to analyze performance metrics for individual steps within the integration.
Trending Reports.
Used by the team to understand trends and look for future enhancements to
streamline processes.
Trending Reports provide real-time data volumes including transactions,
data size, error counts, and customer information. This information is broken down by data center.
Trending Reports –
90 Day Trending History Report - Sample
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Partner Performance Monitoring
when Number of Transaction Types is Very Large
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The Problem
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The Solution Approach
The Problem
• Need to monitor performance for 100s of distinct types of B2B Partner Transactions
• Each transaction triggers a process that executes a sequence of steps / services • Highly configurable mechanism
to orchestrate reusable services
• E.g. Archive, Encrypt, Decrypt, XML Transform, Send
• Requirement: Monitor
transaction Performance, alert on Stuck Transactions, SLAs
• Challenge: Unwieldy to manage 100s of process types
The Solution
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Abstraction
• Group a number of like Services Into one
• E.g. real-time, batch, employee-demographics, bank-batch
• Does not disrespect detail
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Categorize & Reuse
• In One process model • Each step represents a
process
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Outcome
• Manageable method to monitor diverse processes
The Solution
(continued)
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Enable Monitoring Business
and process KPIs
• E.g. Trans Volumes, Cycle Time, Load size
• By different dimensions: E.g. Market, Data Center, Customer
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Enable setting misbehavior,
SLA violation alerts
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Allows reporting and
Dashboards
• Data is collected in a star schema
webMethods Reporting – Production Support & Customers
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Significant number of Production Support emails are user-generated
inquiring about file transfers:
Has my file been received by B2B? If so, what day and time?
How big was the file?
Were there any errors related to the file?
What was the original filename? Filename changed to?
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The B2B Production Support Team and customers are currently leveraging
webMethods Reporting for three things:
No Activity Report. Enables customers to identify if their own implementations are no longer needed. This report provides a listing of all the implementations and based on criteria selected shows the date the last file was received.
