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WHY TANZU

Transform your business, not just your IT Why Tanzu

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Intro to Tanzu


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Featured » Blog » Identifying Trends in Energy with Advanced Observability
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IDENTIFYING TRENDS IN ENERGY WITH ADVANCED OBSERVABILITY

May 19, 2022 Rachna Srivastava
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Case StudiesCustomersmonitoringTanzu Observability

Hive smart meters revolutionized the way customers control their energy use. But
since their launch in 2012 by UK energy company British Gas, advances in cloud
technology and a rapid increase in the number of smart homes has led to an
explosion of data. The Hive operations team is responsible for ensuring the high
performance of the company’s smart meters, and for developing the next
generation of customer-facing apps and services informed by behavioral insights
and trends in the energy sector. 

Among their most important projects is developing solutions that help customers
understand how to use energy more efficiently in the face of climate change.
Using VMware Tanzu Observability by Wavefront, the team has unprecedented
visibility into the entire Hive platform, which smooths the path to creating
more innovative products. 

With the introduction of its innovative Hive brand of smart meters, UK energy
company British Gas, a division of Centrica, transformed—almost overnight—the
way customers managed their energy consumption. A simple dashboard on their
smartphones allowed customers to arrive home after a long day’s work to soft
lighting and a warm house. Vacationers could control their home lighting
remotely to help deter break-ins. And making sure elderly relatives were warm at
home became much easier.

But the race to innovate is relentless. To excel in the smart home sector, Hive
needs to be able to add new functionality to its solutions and meet changing
customer demands. That could be switching from paper bills to digital services,
installing driveway ports to charge electric vehicles, and delivering better
ways to conserve energy.

The Hive team must modernize existing applications and develop new cloud native
applications, but the operations team also needs to support the cloud
infrastructure that powers Hive solutions to keep services highly available and
functioning seamlessly.

“If you’re always reacting to issues with how the system is operating, it gives
you less confidence that the technology can scale to meet projected forecasts,”
says Christopher Livermore, head of operations at Hive. 

“We needed to monitor the performance of our AWS cloud infrastructure and
empower the development team with a better understanding of customer demands,”
says Livermore. “Tracking trends and patterns in customer behavior is vital to
develop new releases that are more relevant to customers.”

For example, Hive is currently working on solutions to help customers use energy
more efficiently to align with their rising awareness of climate issues and the
cost-of-living crisis.


MAKE WAY FOR OBSERVABILITY

Monitoring segmented environments and rapidly growing volumes of data are common
IT challenges, and the practice of observability is increasingly replacing
traditional methods. Observability provides developers the ability to measure a
system’s current state based on logs, metrics, and traces, and display that data
in centralized dashboards, rather than across multiple monitoring solutions.
This telemetry data is generated by end points—such as Hive smart meters—and
back-end components of the cloud computing environment. 

“It can be incredibly difficult to identify the root cause of an issue when
there’s no smoking gun,” explains Livermore. “We adopted VMware Tanzu
Observability to set up alerts, troubleshoot problems, and provide meaningful
real-time dashboards to monitor system health.”

The solution provides a visual overview of the entire Hive platform in
user-friendly dashboards with graphs to help identify issues before they impact
performance. 


SMARTER ROUTING ACCELERATES TIME TO MARKET AT SCALE

With more than 100,000 data points per second running through VMware Tanzu
Observability, the ability to route issues to the most relevant teams for
resolution prevents the Hive staff from being overwhelmed with notifications.
The team receives only the most relevant information about the products they’re
responsible for maintaining or developing.

And VMware Tanzu Observability makes life better for developers in other ways.
Traditionally, software is developed then pushed into the production environment
and monitored. Developers now use VMware Tanzu Observability earlier in the
lifecycle to aid collaboration on design issues, which helps accelerate time to
market. 

“If a developer has an issue with an app they’re working on, they can go to a
colleague with the right skills armed with a dashboard to illustrate what
they’re seeing. They can then work on fixing it together. That’s now embedded in
our quality assurance process, so by the time we’re ready to move to production,
a basic level of monitoring is already in place and there are fewer bugs to fix
later,” says Livermore.


ELEVATING CUSTOMER EXPERIENCE

VMware Tanzu Observability supports more than the internal operations at Hive.
It also captures unprecedented levels of insight from customers’ home
environments. For example, Hive developed a system called BoilerIQ that captures
telemetry data from a customer’s boiler. Using VMware Tanzu Observability, Hive
engineers can see what’s happening with the home heating system remotely and, in
18 percent of cases, can diagnose issues before the customer is aware of the
problem, or eliminate the need for an on-site service call. 

In fact, in 19 percent of cases, there was no need for a home visit at all. The
engineer could simply guide the customer through troubleshooting steps to get
the boiler back up and running quickly and easily. This resulted in a 21-point
Net Promoter Score increase in customer satisfaction for BoilerIQ customers.

“VMware Tanzu Observability has had more impact than we thought was possible,
even on a business level,” says Livermore. “As well as developing new products,
we can look at resource utilization and consolidate our estate to make it more
lean and cost efficient.”


REDUCING VULNERABILITIES

On the security side, in 2018 Hive was able to react quickly to a hardware
vulnerability called Meltdown, a threat that exploits critical vulnerabilities
in unpatched microprocessors to steal passwords and other sensitive data.
Centrica, the parent company of British Gas and Hive, needed to audit its IT
estate to determine how many servers had been patched against Meltdown, and how
many were still at risk.

Instead of a time-consuming exercise of checking assets that could take months
using spreadsheets, Livermore wrote a shell script to check if machines had been
patched, directing the results to VMware Tanzu Observability. Data was then
captured in one set of graphs to show business leaders the state of the
environment in real time.

“Responding to Meltdown was a real eureka moment for the operations team,” says
Livermore. “We realized VMware Tanzu Observability supports compliance and
estate management as well as enhanced monitoring and a smoother path to
development. Our ultimate goal is to roll out continuous auditing across
Centrica and British Gas with VMware Tanzu Observability.”


DELIVERING EFFICIENCIES AT SCALE

The shift from monitoring to observability is as much a cultural issue as a new
technology. Where disparate teams were once responsible for specific areas of
the cloud infrastructure, Hive can now take a more holistic approach. 

Hive can now fix issues that slow down app development earlier in the lifecycle,
take a more consistent approach to security, and consolidate underutilized
resources to achieve a 25 percent reduction in monthly cloud spend.

And the best part? It’s truly scalable. As Livermore explains, “We can ramp up
the amount of data we’re sending to VMware Tanzu Observability, and we know that
it’s going to cope. We’ve thrown obscene amounts of data at it, and it hasn’t
batted an eyelid.”

With VMware Tanzu Observability, Hive helps customers adopt next-generation
smart home technology while giving developers a better working environment. When
it comes to efficient use of resources, Hive is still an undisputed leader in
its field.

Start your free trial with VMware Tanzu Observability here.

PREVIOUS


This Month in Spring - May 2022



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SpringOne December 6–8, 2022
DevOps Loop June 22, 2022
Intro To Tanzu Paving the Road to Modern Apps

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