• Business Process Application Monitoring (BPAM) Welcome Kit

  • What is Business Process Application Monitoring (BPAM)?

  • Business Process Application Monitoring (BPAM) is a monitor and notify service from Verizon enabling our customers to gain visibility into their business transactions via a scalable monitoring platform.

    The BPAM service is the most recent feature group added to our Network Application Performance Management (NAPM) platform and is provided via AppDynamics (a Cisco company). AppDynamics is a leader within the Application Performance Management (APM) market and we have partnered with them in an effort to provide near real time, end-to end monitoring for your application delivery ecosystem

    BPAM can also bridge the connection between application performance and business results allowing you to drive more measurable business outcomes. When integrated with additional features from the NAPM platform, you can effectively enable a viewpoint of network, infrastructure and application delivery systems.

    The BPAM services will be integrated directly into your Verizon Enterprise Center user profile. This document will provide details on how to best utilize the platform as well as instructions for first time users.

  • Your BPAM Services Team

  • Your Verizon Support team will be responsible for deploying your BPAM Service for a successful implementation. The Application Enablement team will work with you to gather the information required to get your service set up and running. Please reach out to Verizon BPAM Support with any questions or concerns.

    Note: To reach the Verizon Support team, click on the Verizon BPAM support link above.    

    Upon a successful implementation, your primary POC will receive an email notification. The notification will provide you with a link to the Verizon Enterprise Center (VEC) as well as instructions on how to access the Business Application Monitoring Dashboard.

    In preparation of using BPAM, we recommend you become familiar with the AppDynamics dashboard. For your convenience tutorial information can be found here: https://docs.appdynamics.com/. The page will provide instructions on getting started as well as dashboard essentials and how to install agents. 

    If you would like direct support with the dashboard usage and configuration as well as with agent deployment on the application servers, please contact your account manager to schedule a meeting with Verizon Professional Services.

    Note: To reach the Support team click on Verizon BPAM support link above.   This will use the following email to BauerDirects@one.verizon.com for assistance.

  • Steps for a Successful Delivery

  • A successful implementation typically works best when there is active participation between Verizon and our customers. Our goal is to keep you informed and aware of all the steps during the implementation. Once your service is properly implemented, you will receive a notification as to when you can log in and begin utilizing the service.

    CUSTOMER ACTION: To obtain the most from the BPAM Service and the AppDynamics dashboard, you will need to determine which agents need to be deployed. It is strongly recommended to determine the applications systems you would like to monitor as well as the defined scope of monitoring prior to implementation. Your Verizon account team can assist you with this activity.

    The level of detail for reporting is provided through the configuration of the controller and dashboards and will be created by your designated APM administrator(s).

    As a Verizon Enterprise Center User Administrator, you are automatically granted access to the Verizon APM tool.

    Once logged into the VEC, you can access the tool via the Tools section under Service Management Dashboard available from the View Inventory link.

    As a Verizon Enterprise Center User Administrator, you can also grant access to additional users with different role management characteristics. Two APM roles are available when managing additional user roles:

    • Read/Write: This is the standard user option for most user accounts. It will allow the users to use the APM tool with all options required to run the agents as well as creating health rules, alerts and reports.
    • Admin: This role, in addition to the above functions, also allows handling of all license information. This role has been automatically assigned to you.

    CUSTOMER ACTION: To ensure full access to the BPAM service environment, please confirm the personnel from your company that may require access to the Dashboard are properly set up within the VEC.

  • Preparing Your Site

  • CUSTOMER ACTION: To ensure full access to the BPAM service environment, please confirm the lead POC from your company that may require access to the Dashboard are properly set up within the VEC.

    Note: The POC has already been identified during the pre-sales phase. Please ensure the same contact information for service setup.

    Manage your account with Verizon Enterprise Center (See set up instructions in VEC section).

    BPAM VEC User login set up Instructions.

    Note: After you are entitled in the VEC with the BPAM product addition, you will receive a notification and can log into the system to verify the available service.


    Upon login you will potentially see additional steps for security, especially if you are logging in for the first time or moved to another PC or device. Answer the security question and then you will receive a prompt for your password, as shown below.

    After login you will be placed in the VEC’s home page. In order to see the BPAM SaaS service links that are available to you, click on ‘Manage Account’ in the menu and then on the ‘View Inventory’ link as shown below.

    This will open up the Service Management Dashboard’s inventory view tool. On the right you will also find a tools option and pull down menu as shown below.

    Click on the menu and select the ‘Application Performance Monitoring’ link. This will open up a pop-up window and provide you with a list of all available AppDynamics SaaS links for your Verizon service.

    Select the link you are interested in viewing to launch the SaaS window.

    Note: The listing will summarize the customer Name and associated MNS primary account ID that your service is configured under. If you have more than one MNS primary account ID for your BPAM builds, you may have additional pairs of URL links.

    After selecting a SaaS link, a new tab or window will pop-up and authenticate your VEC login ID to the SaaS as shown below.

    This is what you will see for a new SaaS environment that has been created for you in which no agents are loaded. If you log in later and agents are installed, you will see more summary information in this window.

    If you are registered as a customer admin, you will be able to get additional account information and key information you will need to have for your application teams to configure agents to this SaaS environment.

    To get additional Account information, click on the menu ‘cog wheel’ icon as shown in the screen below, this will pop-up a menu showing you all your options in the SaaS environment.

    Notice the second link in the menu is ‘License’. This link will only be available if you register your users as customer admins. If you register users as read only, they will not see this feature. Click on the License link to see the following:

    The SaaS account information is presented here. The Name is the account name and this will be needed for agent configuration. The default URL for agent configuration will always be in this form:

    In order to use the site you must register with www.appdynamics.com. All packages for download will be available at: https://download.appdynamics.com/

    First link does not work – needs https – do testing

     

    One final piece of information needed is the Access key. This has a toggle to show or hide it. Click on the ‘show’ link to reveal it. Save this key information as it will be the third critical piece when configuring agents on your newly defined SaaS.

    In summary, the three pieces of information you will need to share with your team for configuration of your application agents will be the following (using the example):

    You can then use this information and follow instructions for downloading and configuring agents on your local applications at: https://docs.appdynamics.com/.

    Installing AppDynamics Agents:

    Note: Upon receipt of this information, you should first attempt to connect to the new service from the VEC using your VEC login. You will see the service links to the App Dynamics tool under the Service Management Dashboard tools section.

    In the tools pull down, you will have a link for application management tools and will see one or more SaaS links depending on your account setup.

    Select the one you are interested in and make sure your VEC login authenticates you to the new BPAM SaaS service in a new window or tab within the context of your open browser.

    Once in the system, you will be defaulted to the Home tab as shown below.

    • As a new user to the App Dynamics SaaS, you will see no application, server or DB agents running unless someone else in your company organization has already installed agents and started them.

    When agents are active and connecting to the SaaS, you will see summary information in the overview.

    Before getting started, please note that all agent installations will require the “access key” which will be provided to you directly in the tool under the “cogwheel” system tools section (if you are entitled as a customer admin role) or indirectly (if you are entitled as a customer read/write role).

    Note: If you are a customer admin in the system for your user base, the key can easily be found in this section as shown below. If you are not a customer admin, please request the key information from the person assigned to that role.

    • As a customer admin, you can click on the license link in the pull down and then click on the account tab. This will present an “Access Key” link to show the key.
      Click on the “show” hyperlink to make the key visible.
      Copy this key and record it.

    This key will be what you need to use in each agent configuration for every application, server or component you are monitoring using AppDynamics on this particular controller.

    During agent configuration you will need to use the following connection information for the controller: https://(your account).saas.appdynamics.com.

    Use this along with your access key to setup your various application and server agents.

    Once the configuration is added and agent started, the agent will connect with AppDynamics controller and start sending the metadata and metrics related to business transactions for your applications and you will be able to see this visibility in the AppDynamics flow maps and default views.

    Note: For more detailed information on how to install each type of agent and how to apply this to your local environment, we highly suggest you use the AppDynamics online documentation. This can be found at the following site:https://docs.appdynamics.com/.

    This website will provide step by step instructions to download and setup agents for your application and server needs.

    In order to use the site you must register with www.appdynamics.com. All packages for download will be available at: https://download.appdynamics.com/

    You can navigate to what you need in terms of installs for each type of agent.

    Note: If you need support, the site includes links for support and help. The types of application and database agents are listed in the documentation and each link provides more specifications for the required environments, i.e. versioning.

    Note: Please make sure you follow the guidelines and add the required configuration to each application, database or server in question.

    Once the configuration is completed and you restart services, the SaaS will pick up the connection and start monitoring and storing transactional statistics for you with visibility within the tool.

    Below is a view of the “Getting Started” section of the docs.appdynamics.com web site, as scrolled down to the agent section on the page.

    Note: This is where you want to start in terms of reviewing what you have to do to setup your new controller and configure agents accordingly.

    The various agents are listed, each with a link and then instructions on how to proceed for your environment.

    Typically as a user you will want to start by installing server agents which host the applications in your network.

    Note: This is not required, but we recommend doing this so the application management monitoring is tied to the server monitoring and can serve the user better for overall performance management and trouble shooting.

    In order to do this, select the section “Install App Server Agents” and then “Java Agent” (probably one of the most common), as shown in the screen capture below.

    Note: It is important that before you begin, you verify your supported environments as well as confirming your access to the controller that was setup for you. You should be able to reach the SaaS from the VEC launch pages as described earlier in this flow. That is critical.

    If you cannot, then you will need to follow the VEC Help Desk support guidelines so they can assist you in making sure your environment is setup and currently active.

    Note: The online documentation presents you with the steps needed to install this agent to your server.

    • The first step is for you to identify your platform type.
      This will be a choice of Linux, Windows, Mac OS X, Solaris or Machine agent only
      (No JRE bundle).
      Select the platform that is hosting your application.
    • The second step outlines your connection information. This will be the SaaS URL (https://(your account).saas.appdynamics.com) that is pertinent to your Verizon BPAM solution. Record this value as this will become required for all your local agent references for configuration.
    • The third step requires you to download the appropriate agent. In this case, you are requiring a machine agent that will run under your local JRE (java) environment.

    Note: the server agents must have a local JRE installed to do server monitoring. The startup command which you will add to your application startup scripts is outlined for you.

    Once you download the agent software for install onto the local machine in question, unzip the contents in the directory of your choice. Then finish your startup script changes and then safely start the process which will connect to the SaaS and start collecting health and status of your server for your review.

    All other agent installs will be similar, but each will have specific steps and guidelines to follow per agent type.

    Note: If you have any issues when testing your application or server configuration and connectivity, please see the trouble shooting guidelines provided in the online documentation.

     

  • Business Continuity Plan

  • Service disruptions can hurt a company's bottom line and compromise an organization's mission. The economic and reputational imperatives of the current market have shifted the discussion from IT disaster recovery to an enterprise-wide business continuity focus.

    Organizations of all sizes and industry types should have ongoing, enterprise-wide Business Continuity Programs that develop, prepare and exercise the various areas of continuity from critical business processes to IT service availabilities. The Business Continuity Program should address areas such as Emergency Response, Impact Analysis, Business Continuity Plans, Disaster Recovery Plans, Supplier Plans, Exercises, and ongoing BC program management.

    The goals of today’s most relevant Business Continuity Programs are those providing organization’s with an enterprise-wide business continuity focus, that not only includes strategizing and planning for IT service availability and disaster recovery, but addresses the ability to manage all areas of critical and continuity activities of the program to help prepare and mitigate the impact from ever-increasing risks threatening to interrupt organizations’ critical processes.

    Key criteria your organization should consider when creating a relevant, enterprise-wide Business Continuity Program to help protect your business critical information and processes

    • The Executive Team has established enterprise-wide business continuity objectives
    • The BC Program is
      • Enterprise-wide, and extends beyond the IT department
      • Part of the organization’s annual operational budget
      • An on-going, steady-state operation of the business
    • Regular assessments and reviews to validate business recovery requirements, priorities capabilities and compliance requirements
    • IT Service strategies and recovery solutions to maintain effective service resiliency and availability align to the business requirements
    • Appropriate emergency response, business continuity, communications and disaster recovery plans are designed and developed to provide proper guidance during an event
    • Regular BC Program maintenance is being performed to manage the program changes
      • Determine if you can/will manage the BC Program internally, or using a BC partner
      • If a BC partner, determine those with the best capabilities to manage your organization’s size and needs
      • Confirm the group or persons managing your BC Program is qualified, they have references, ISO accreditations and BC certifications
    • Annual exercises and tests are performed before an event happens, validating your plans effectiveness
    • Develop clear and simple methods, policies and procedures to follow
    • Keep all resources properly trained
    • Once the event is over, you should have a plan in place to bring your business back to normal operations

    Verizon can help you with your Business Continuity planning needs

    Verizon's portfolio of Business Continuity Consulting, Planning and Management help reduce the risk and impact from a disruption by providing enterprise-wide Business Continuity Programs that generate strategic solutions, formulate plans and manage program preparations to provide effective continuity measures should an unavoidable crisis occur.

    With the Verizon Business Continuity Management portfolio of consulting services and programs, we help our customers to effectively prepare and maintain continuity during planned and unplanned events to help reduce the risk and impact from disruptions. Please contact your Verizon account team for further assistance.

  • Installations

  • With successful installation of the AppDynamics agent on the application systems, the monitoring is available.

    If you require support for building your configuration and/or the deployment of agents, please contact your account team.

    The Verizon professional services team can support the implementation with a project. This support is provided at an additional charge.

    Thank you! Let me know if you have any questions. 

  • Value-Added Features

  • There are value-added features available with your Verizon Risk Report.

    Note: Not all options are available at every level, and additional fees may apply. Ask your Verizon Account Team for more details.

    Vendor Monitoring

    This add-on service is available with all three Levels and allows customers to monitor the security posture of the vendors and partners they do business with.

    • Continuously monitor and quantify the cyber risk of third parties
    • Lead intelligent, data-driven conversations with vendors about their security posture
    • Increase visibility during M&A activity
    • Will be accessed via the Verizon Risk Report Portal
  • Verizon Enterprise Center

  • Manage your account with Verizon Enterprise Center

    Verizon Enterprise Center gives you access to critical information and resources on demand from virtually anywhere, at any time. The comprehensive management tool can help you make the solutions you use work more efficiently, save time, and control costs. Also, you can carry this powerful tool with you through your mobile device or tablet. In addition to the BPAM Service management tools, Verizon Enterprise Center gives you the ability to:

    • Get an order status, 24x7, from virtually anywhere in the world.
    • Save time by viewing and resolving billing, ordering, or repair questions online.
    • Create, view, and update repair tickets without the need to make a phone call.

    Registration is easy. Click here for detailed instructions (log-in required). Or view the Verizon Enterprise Center Registration Tutorial (log-in required). You will be provided with access to online billing, repairs and ordering capabilities.

    For additional help or to obtain entitlements for usage of Verizon Enterprise Center tools, you can call Verizon Enterprise Center Support at http://www.verizonenterprise.com/ > select contact us > select country > select support.

    Please report any VEC issue by sending an email to: vec-support@verizon.com . You will receive a confirmation email to provide you with the request number.

  • Integrated Solutions Desk (ISD)

  • The ISD is a service support organization of Verizon Enterprise Solutions which manages multiple customer global networks, providing continuous network monitoring, operations, and support. The ISD is a 24x7x365 operation, with engineers specifically trained to manage a range of server, database, and network related issues.

    If you have an issue with your BPAM Service while under Verizon management, you can open a repair ticket within Verizon Enterprise Center for support. Please do not use the quick ticket option as it will result in your ticket being closed and a notice returned.

  • Training and Service Contact Information

  • Training

    Self-guided training is provided with links below on-line. If additional training is required, training can be done with a professional services engagement for an additional fee. Training courses are available on topics such as the Verizon Enterprise Center, Dashboard & Repairs, etc.

    Register through the Verizon Enterprise Center Homepage > Support > Training, or if you are not registered on the Verizon Enterprise Center, register directly at the Customer Training and Documentation site: https://customertraining.verizon.com.

Service Contact Information

The matrix below will provide you with the contact information you would need to:

Service Issue Be prepared with the following information: Verizon Enterprise Center Portal Verizon Enterprise Center Live Chat Call Service Team? Account Team?
Maintenance Notification Refer to the notification email N/A N/A Contact Verizon with the contact information provided on the maintenance notification email Contact Assigned Service Team or subscribe to Premium Client Services (PCS) Contact Assigned Account Team
Verizon Enterprise Center Tools and Training N/A Customer Training Link N/A Send an e-mail to: ctd-cos@verizon.com Contact Assigned Service Team or subscribe to Premium Client Services (PCS) Contact Assigned Account Team
Billing Billing Account Number / Service ID/ Location ID Verizon Enterprise Center Link Verizon Enterprise Center Link – Chat (available under “Support” > “Contact Us & Send Feedback”) http://www.verizonenterprise.com/ select contact us > select country > select support Contact Assigned Service Team or subscribe to Premium Client Services (PCS) Contact Assigned Account Team
  • Frequently Asked Questions

What is BPAM? +

Verizon Business Process Application Monitoring provides access to the AppDynamics SaaS environment through the Verizon Enterprise Center (VEC) customer portal. We have enabled single sign-on as well as information about alarms on the customer’s allocation through the Verizon notification solution.

Verizon Business Process Application Monitoring is a service within the Network Application Performance Management (NAPM) multi-featured portfolio. Through integration with the NAPM product set, a consolidated platform is provided to perform monitoring and notification of application issues.

What service levels are available with BPAM? +

The SLA is granted to 99.5% for BPAM availability. Please refer to your contractual agreement for more information regarding service level agreements.

When will my service be activated / installed? +

When you received the activation mail for your controller, you can start to deploy the agent on the application servers to be monitored. The service is activated.

What might trigger an “alarm” with my BPAM Service? +

Your BPAM Service is under management with Verizon’s ISD. An alarm may be triggered informing you of a service interruption, slow performance, or outage. You would be notified based on the notification criteria you provided at the beginning of the project (phone and/or email).

Can I access Verizon Enterprise Center from a mobile device? +

With Verizon Enterprise Center Mobile, you have access to information you need to manage your critical business functions on-the-go. You can manage your Verizon account from a smartphone or a tablet using the mobile application for single sign-on access to Verizon Enterprise CenterMy Business Account, and Verizon portals for a unified mobile experience.

Smartphone users can download an app from Google Play or the App Store that supports access to Verizon Enterprise Center, My Business, and Verizon portals. Simply search for “My Verizon Enterprise;” download the app; and conveniently launch right into Quick Tasks or sign in to your business portal for more management options. An icon is added to your phone’s home screen for easy access the next time you log in. Requirements are as follows:

  • App Store: Apple iPhone models 4 or higher that have a 7.x iOS version in the U.S. on any carrier or Wi-Fi network
  • Google Play: Selected devices using an operating system of Android 4.1 or higher in the U.S. and using the Verizon or Wi-Fi network

You can also access Verizon Enterprise Center Mobile with a tablet by signing into a browser-based application at http://verizonenterprise.com. The functionality will be the same as the smartphone app, supporting key business functions that vary by the users’ portal and permissions.

Verizon Enterprise Center portal users can use Quick Tasks for repairs, billing, and some wireless functions or sign-in to get access to key business functions delivering near real-time information to you. Verizon portal users can access key business functions from the smartphone app or tablet browser-based app.

If I think my service is down, how do I verify Verizon is working the issue? +

During your service implementation, you will identify contacts within your organization to be notified in the event of outages. Notifications are e-mailed to these contacts after a trouble ticket has been opened. These e-mails include a ticket number (e.g., 2013103101249 in a year/month/day/ticket number format) that may be entered into Verizon Enterprise Center to review.

If notification is not received from Verizon, you may contact Verizon to open a ticket through the Verizon Enterprise Center portal or through Verizon Customer Service at http://www.verizonenterprise.com/ > select contact us > select country > select support.

My applications are running slow – who do I contact? +

While the BPAM service will enable you to monitor the performance of your application, it will not have an impact on the actual application. If you notice application issues, this should be escalated to the appropriate internal application support team and/or vendor. Reach out to your applications vendor for support.

Does Verizon provide any professional services to help with our in house needs? +

Yes, our professional services team can provide comprehensive support, tailored to our customers’ requirements. The engagement of the Professional Services team is on additional charge.

If you would like direct support with the dashboard usage and configuration as well as with agent deployment on the application servers, please contact your Account Manager to schedule a meeting with Verizon Professional Services.

When does the billing of the BPAM Services begin? +

Billing will begin with a one-time non-recurring charge (NRC) which will be applied to your account at the time of initial management of the service. Monthly recurring charges (MRC) will be billed based on usage, calculated via a consumption model.

A billing tutorial can be found via this link (log-in required).

User Guides for billing and invoices are available on the Customer Training and Documentation website via the following link (log-in required).

Who do I contact for billing? +
  • Online Inquiries for all Services: When viewing your invoice online in Verizon Enterprise Center at www.verizonenterprise.com click “Create an Invoice Inquiry” from the Invoice Summary screen and follow the instructions to create and monitor an online inquiry. You may also track or create a trouble ticket from the portal homepage under the “Quick Tasks” section (no login required).
  • Live Chat: you can chat online with Verizon Customer Care, which can be accessed from the Support tab, with the exception of countries in the APAC region.
  • Call: Customer Care/Billing: http://www.verizonenterprise.com/ > select contact us > select country > select support.
Where can I find tutorials for AppDynamics? +
Is there online training for AppDynamics? +

Yes, online training can be found at the following link:https://www.appdynamics.com/company/webinars/

Is there support available when I have problems with connecting to the controller? +

Yes. Please open a ticket via the VEC using your provided log in credentials and create ticket in the repair section. The quick ticket function is not supported for this service. Using the quick ticket option will result in your ticket being closed and a notice returned.

Is there support available when I don’t receive alarm notifications? +

Yes. Please open a ticket via the VEC using your provided log in credentials and create ticket in the repair section. The quick ticket function is not supported for this service. Using the quick ticket option will result in your ticket being closed and a notice returned.

Is it possible to get consulting for setting up the APM with my applications? +

Yes. Please contact your Account Team to provide you a proposal for consulting.

What if I want to include another application into monitoring? +

Install the agents as required, no contract change required.

What if I want to take an application out of monitoring? +

Disable/de-install the agents to stop reporting to the controller.

  • Important Links

Verizon Enterprise Center https://sso.verizonenterprise.com/amserver/sso/login.go?_ga=1.74511378.189109503.1443030973
BPAM Services Level Agreements https://enterprise.verizon.com/content/dam/resources/support/2019/voip/cp_mwan_sla.pdf
Service Publication and Price Guide (on-line terms) http://enterprise.verizon.com/service_guide/reg/cp_mwan_toc.htm
Training https://www.appdynamics.com/university/tutorials/
https://www.appdynamics.com/company/webinars/
vec-support@verizon.com