Choice Hotels successfully implemented AppDynamics during the relaunch of choicehotels.com and successfully drove widespread adoption within IT operations, support, and the business. Key Takeaways: • Clearly define goals • Create internal customer partnership • Set realistic expectations • Utilize business transactions and metrics to define criteria for success • Hear about the strong partnership between Choice and AppDynamics For more information go to: www.appdynamics.com

1. How Choice Hotels aligned IT and
business through common metrics
Jim Tchida
Eric Repec
| Technologent

2. Jim Tchida
• Manager, Systems Performance
• 20+ years in IT and hospitality
• 15+ years web/development
• 7 years APM
• 3rd AppSphere
• Family
– Wife, son, 2 daughters
• Love music
– 7 Coachella’s, 170 concerts, 139 artists
Page 2

3. Eric Repec
• Technologent APM / CIEM Practice manager
• 20+ years of app development and performance tuning
• Experience implementing ITIL, CMM and Agile methodologies
• Former developer of performance monitoring tools
• 6 year of consultant experience around SDLC maturity
• Completed several marathons and 2 half Ironmans
• Enjoy wrenching on my Jeep on the weekends
• True Hillbilly “Michigan Farmer”
• Sold my 4H pig in 1984 to buy my first computer
• Come talk to us at our booth
Page 3

4. Choice Hotels
• Founded in 1939 (77 years ago!)
• 1,150 Employees (~500 in IT)
• Publicly traded (CHH)
• $859.9 million in revenue (2015)
• $7+ billion flows through reservation system each year
• Franchise model (Economy, Mid-Scale, Upscale)
• Vacation Rentals (launched 2016)

5. Diversified global footprint
United States & Caribbean
Hotels open 5,276
Hotels under development 606
Rooms open & under dev. 446,813
Canada
Hotels open 323
Hotels under development 45
Rooms open & under dev. 30,135
South America
Hotels open 64
Hotels under development 7
Rooms open & under dev. 9,737
Asia Pacific
Hotels open 315
Hotels under development 25
Rooms open & under dev. 23,289
Europe
Hotels open 402
Hotels under development 31
Rooms open & under dev. 50,388
Mexico
Hotels open 28
Hotels under development 4
Rooms open & under dev. 3,219
Central America
Hotels open 14
Hotels under development 0
Rooms open & under dev. 1,468
Middle East
Hotels open 1
Hotels under development 2
Rooms open & under dev. 564
Source: Choice Internal Data as of December 31, 2015. The Company includes its Caribbean properties within domestic operating statistics.

6. Established hotel franchising platform with global
scale One of the largest hoteliers…
… with a significant number of rooms in the portfolio
Source: Various public companies’ filings as of December 31, 2015.
7,812
6,423
5,032 4,565 4,366 3,873
1,282 886 599
0
2,000
4,000
6,000
8,000
10,000
WYN CHH IHG HLT MAR ACC HOT LQ H
Hotels
751,350 746,523 744,368
678,042
511,517 507,483
362,300
159,336
87,500
0
200,000
400,000
600,000
800,000
HLT MAR IHG WYN ACC CHH HOT H LQ
Rooms

7. We are an IT company
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8. • Systems Performance Group
• IT Risk Management
• Plan
• Build
• Run
• Business
Organization/Teams

9. • OTA Partner
– Expedia
– Travelocity
– Kayak
• Travel Agents
• Guests
– Choicehotels.com
– Mobile
• Reservation Agents
• Interfaces
− GDS
− XML
− SOAP
− Custom
− Web (desktop/mobile)
− Mobile App (iOS, Android)
Business Customers and Interfaces

10. Legacy Technology
Applications:
• Central Reservation System
• Global Distribution System
Technology:
• Solaris
• C
• Informix
Monitoring (pre-AppD):
• Home grown scripts
• CA Introscope machine agents
• Solarwinds (SNMP)
• Riverbed SteelCentral (ARX)
• 10 Servers

11. Page 11

12. Evolutionary Technology
Applications:
• Native Services
• Service Oriented Architecture
Technology:
• Oracle Service Bus
• Weblogic
• Oracle database
Monitoring (pre-AppD):
• Oracle Enterprise Monitoring
(OEM)
• Solarwinds (SNMP)
• Riverbed SteelCentral (ARX)

13. Page 13

14. Revolutionary Technology
Applications:
• ChoiceEDGE
Technology:
• Cloud
• Microservices
• AWS
• Tomcat
• Active MQ
• Cassandra
Monitoring (pre-AppD):
• Cloudwatch
• Python Scripts

15. Page 15

16. Business Goals
• Consolidate and instrument an
enterprise Application Performance
Management solution to support ever
increasing environmental complexity
• Full-stack visibility complete with
diagnostics and actionable
recommendations, an essential tool
for rapid resolution
• Reduce MTTR and increase system
availability
• Proactive monitoring, Real time
dashboards for issue identification,
Alerting and notification of issues
• Scale without incremental FTE

17. Immediate Business Needs
• New ChoiceHotels.com website going live
– Modernization and Replatform (technology on SOA)
– Redesign (SPA using angular.js, responsive design)
– Huge Ad campaign (with hard deadline)
• Needed modern innovative monitoring solution
• Maintain low operation costs
– Get it done with existing human resources
– Meet operational efficiencies
• Align the business with IT

18. Results #1
Goal:
• Proactive monitoring
• Real time dashboards for issue
identification
• Alerting and notification of issues
• Reduce MTTR and increase
system availability
Results:
• Prospective hotel guests are no
longer our primary alerting tool
• AppDynamics is the primary tool
used by our Infrastructure and
Operations (I&O) team.
• Evaluate application performance
before production – “Shift Left”
• Exploring business services
dashboards that convey business
metrics (e.g., reservation $
trending)

19. Results #1
783
241
832
494
2015
905
2229
2023
651 626
JUNE 2014-MAY 2015 (MINS) JUNE 2015-MAY 2016 (MINS)
UNSCHEDULED DOWNTIME WITH AND
WITHOUT APPDYNAMICS (AVG. 36%
IMPROVEMENT)
CIS CHOICE CENTRAL CHOICEHOTELS.COM MOBILE IWS
7137
248
7488
1516
11079
567
21096
390
6021
390
JUNE 2014-MAY 2015 (MINS) JUNE 2015-MAY 2016 (MINS)
MEAN-TIME-TO-RESOLUTION WITH AND
WITHOUT APPDYNAMICS (AVG. 93%
IMPROVEMENT)
CIS CHOICE CENTRAL CHOICEHOTELS.COM MOBILE IWS

20. Results #1 - Business Value Metrics

21. Results #2
Goal:
Consolidate and instrument an
enterprise Application Performance
Management solution to support ever
increasing environmental complexity
Results:
Implemented single APM solution that
provides coverage across legacy,
evolutionary, and revolutionary
technologies.
In process of retiring legacy monitoring
solutions...

23. Results #3
Goal:
• Full-stack visibility
• Complete with diagnostics
• Actionable recommendations
Results:
• Enterprise level tool for rapid
problem resolution
• Business value reporting

25. Results #3 - Business Transactions

26. Results #5
• Goal: Scale without incremental FTE
• Results:
FTE # Apps Instrumented
Before 4 11
After 4 100+

27. Keys to Success
 Strong partnership with Technologent and AppDynamics
 Keep Choice team on BAU tasks
 Perform research and development of new and evolving extensions to AppD
 Lunch and learn on new concepts and technologies in market
 Investigate ways to automate and expand monitoring technology to save operations
resources
 Help build value statements to Choice management

28. Keys to Success
 Clearly defined goals
 Internal customer partnership
 Set realistic expectations
 Align business initiatives – real-time metrics

29. Process for Adoption
 Education
 Road shows/Demos
 Hands-on
 Provide access to everyone
 Provide meaningful and useful dashboards with business related metrics

30. AppDynamics Solutions
Currently using:
• Applications (APM)
• Database - SQL
• User Experience – Browser
Future plans:
• Analytics
• User Experience – Synthetics
• User Experience – Mobile Apps
(iOS, Android)

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