1. Application Performance Management Operations Command Center Overview

2. Application Performance Management and OCC Key Information Monitoring Objective – 24/7 Monitoring on the availability, responsiveness and server infrastructure of critical applications as defined by the business: Map and monitor KEY applications and business transactions Isolate fault domain and provide deep performance visibility Provide server monitoring by application as well as for all servers by server type Deliver unified end-user experience monitoring Provide Operation Command Center support for 24/7 monitoring Maintain dashboards, performance thresholds and alerts. Applications monitored by the OCC via the Production Enterprise Portal (EP) or Traverse: Member Portal- EDI Real-Time Common Services- EDI Batch Public and Retail- UCCE (monitored by Traverse). Applications in the Test EP scheduled to be transitioned to the Production EP: Quote Manager- Session Cop Portico- OBI Blue Connect- HEBW Benefit Configurator- IKA / MA Facets/Care Advance- EDI/UI

3. OCC Alerting Server Vantage Alerts Monitors CPU, memory and availability Automated E-mails sent and dashboards go red based on alarm levels defined by app. admins Dashboards have full drill-down capability. Tier Level Alerts Setup for all operations passing through the software service assigned to a tier Tier level alerts look at the threshold set on software services Alerts sent if 25 or more slow operations are reached after two 5 minute intervals. Transaction Level Alerts Setup for individual critical operations (URL’s in some cases) that are defined on tiers Alerts sent if 10 or more slow operations are reached after two 5 minute intervals. General Alert Information A slow operation is anything exceeding a software services threshold defined by baseline application performance plus 3 standard deviations Dashboard tier turns red on the EP and an email is sent (redundant alerting) IM Ticket is opened by the OCC and the contact called is based on knowledge doc Can quickly ascertain server, network, internal vs. external, fault domain With drill-down, can ascertain root-cause.

4. Examples of ‘WINS’ Member Portal GroupTitleCache method taking excessively long to complete Oracle DB Connection Pool completely filling up Login issues / hung threads waiting on back-end services EDI Real Time 270 transaction performance issues (excessively slow) RTT (Round Trip Time) issue – script running on server leading to very high I/O Common Services LEH Timing out Various operation slowdowns Benefit Configurator Provided data that pinpointed overloaded JVM Heap memory Dashboards and Alerting setup for outside of the OCC DIGS, Portico, Commercial HEBW Facets/Care Advance (Trizetto) Provided data that pinpointed a poorly performing Trizetto server

5. Current Challenges Resource constraints Availability of accurate visio’s/topology/app diagrams Tooling Issues Redundant tools exist – consolidation and standardization needed Central ownership of monitoring and associated tools needed Need access to Encryption (SSL) Keys to provide full APM support (without this, only header information is available; cannot determine root cause quickly). Third party/vendor monitoring ability needs to be more fully explored Synthetic Monitoring roadblocks need to be resolved (security / architecture) Server Vantage lifespan is two years Not currently integrated with change and incident management Maturity Assessment of current state needed (Performance Journey).

6. OCC Enterprise Portal Each application can be expanded to show critical transactions and services Tiers are reported as separate boxes, i.e., Web servers, App servers, datapower, MQ, etc. Full drill-down capability to determine fault domain Refreshed every five minutes, showing last ten minutes.