Engage ESM

Cisco AppDynamics - APM & Business Analytics

Deployed in multiple UK and US government agencies;

AppDynamics is a application performance management (APM) and IT operations analytics (ITOA) company based in San Francisco. Service is either SaaS or on-premise


  • Proactive Application Performance Management
  • Line of code diagnostics
  • Business analytics
  • SAP Support
  • ServiceNow Integration
  • Infrastructure monitoring
  • Public Cloud Integration


  • 20% reduction in Cloud Migration time
  • 50% reduction in Mean Time to Repair (MTTR)
  • Immediate, automated, code-level diagnostics
  • Track every Business Transaction across a user session
  • Reduction in mean time to resolution
  • Understand business impact of outages
  • ServiceNow Integration at CMDB level to aid event management


£3000 to £4500 per unit per year

  • Free trial available

Service documents

G-Cloud 10


Engage ESM

Murray Acheson



Service scope

Service scope
Software add-on or extension Yes, but can also be used as a standalone service
What software services is the service an extension to ServiceNow, Cisco CloudCenter, Cisco Workload Optimisation Manager (CWOM - Turbonomic)
Cloud deployment model Hybrid cloud
Service constraints No
System requirements Implementation on-prem (VMware) or Public Cloud (AWS, Azure, Google etc)

User support

User support
Email or online ticketing support Yes, at extra cost
Support response times To some extent this depends upon the nature of the question and what it relates to, if you phone our technical support teams you will get an response there and then. The average wait time when phoning is 20 seconds before one of our technical support teams picks up the phone.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AA or EN 301 549
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels All support levels in addition to standard Cisco AppDynamics provided support are determined and agreed in consultation with prospective customers
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started AppDynamics Implementer qualifications are designed for individuals who plan, configure and deploy AppDynamics technologies on-premises

AppDynamics Administrator qualifications are being designed for individuals who manage AppDynamics technologies and monitor systems, applications and business process performance

AppDynamics Performance Analyst qualifications are being designed for individuals who use AppDynamics technologies to monitor systems, applications and business process performance

AppDynamics Developer qualifications will be designed for software engineers and related roles who use AppDynamics technologies to optimize the performance of applications and business processes
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction AppDynamics is a solution that exists inside of the customer's own environment, be it cloud or on premises or SaaS. Any unique data that was stored on the AppDynamics nodes can be gathered prior to removing them from operation with no restriction.
End-of-contract process Subscription services and access to Cisco support services

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install Yes
Compatible operating systems Linux or Unix
Designed for use on mobile devices No
Accessibility standards None or don’t know
Description of accessibility .
Accessibility testing .
What users can and can't do using the API AppDynamics has a large library of publicly documented North and Southbound APIs which allow management and interaction of the AppDynamics platform. Available API calls and instructions are available at the following URL:


Typically testing of API services would be done in Dev and Test environments prior to production roll-out.
API documentation Yes
API documentation formats HTML
API sandbox or test environment Yes
Customisation available Yes
Description of customisation The AppDynamics service is a framework to allow monitoring and business analytics of applications. This framework in its nature a customizable platform, flexible enough to choose what kinds of applications and which kinds of targets the customer wants to be available.
In addition, the AppDynamics UI has the ability to be 'branded' in a sense, tailoring the experience to the customer type and role of the user.


Independence of resources Service is hosted by the customer's environment or Multi tenanting SaaS, so this availability would be reflected in the systems set up by the customer. The AppDynamics product does have High Availability options to help minimize impact in the event of an outage.


Service usage metrics Yes
Metrics types https://www.appdynamics.com/community/exchange/extension/appdynamics-dexter-data-extraction-enhanced-reporting/
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type Reseller providing extra features and support
Organisation whose services are being resold Cisco & AppDynamics (Titan Partner)

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations United Kingdom
User control over data storage and processing locations Yes
Datacentre security standards Managed by a third party
Penetration testing frequency Never
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Other
Other data at rest protection approach FIPS 140-2 compliance for data at rest.
Physical Access Control compliance level depends on how the buyer implements AppDynamics in their own environment.
Further details and examples can be provided on request.
Data sanitisation process No
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach AppDynamics provides a rich source of information about your monitored applications, including the performance of individual business activities, dependency flow between application components, and details on every business transaction in an instrumented environment.
AppDynamics DEXTER (Data Extraction and Enhanced Reporting) can make this process even faster and simpler. DEXTER provides new ways to unlock the data stored in the AppDynamics platform. You can analyze this information in a number of data warehousing and visualization applications, and combine it with your own data to generate customized reports.

Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Other
Other protection between networks As the AppDynamics product is hosted on the buyer's network, AppDynamics utilizes the secure tunnels already established to talk between nodes. Within the product, here are a couple of examples of the security features offered:
Network security – Communication - All HTTPS communication has been hardened and only allows TLSv1.2 protocols, with weak encryption algorithms disabled.
Network security - Isolation and access control - Network isolation can be set up per tenant or per user, including micro-segmentation for environments that support it (ACI, NSX)
Further details and examples can be provided on request.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Other
Other protection within supplier network Communication between all endpoints (users, clouds, integrations) of the product are secured using SSL, over port 443 or 8443. All HTTPS communication has been hardened and only allows TLSv1.2 protocols, with weak encryption algorithms disabled.

Availability and resilience

Availability and resilience
Guaranteed availability Not applicable for the platform in this sense. Product is hosted by buyer on their internal environment, used to manage applications among their different cloud/on premises destinations.
Approach to resilience HA configuration and strategy available on request
Outage reporting Public dashboard
an API
email alerts

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Restrictions are provided based on RBAC (Role Based Access Controls)
Access restriction testing frequency At least every 6 months
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information No audit information available
Access to supplier activity audit information No audit information available
How long system logs are stored for Less than 1 month

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications FIPS Compliant Libraries

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards Other
Other security governance standards Security standards met to Cisco standards. Further detail available upon request.
Information security policies and processes Incidents are reported through technical support or directly to the security team.
Cisco has a product security incident response team. More detail can be found at this URL:

Further detail available upon request.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach AppDynamics releases are available quarterly for the customer to choose to accept and upgrade to as needed.
Vulnerability management type Supplier-defined controls
Vulnerability management approach AppDynamics is a product that resides in the buyer environment.
Source code scanning is done to identify vulnerabilities such as cross site scripting, etc. and is patched in the next maintenance release or sooner if required.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We identify potential compromises through Cisco technical support escalated as a Severity 1 which receives an immediate fix.
Incident management type Supplier-defined controls
Incident management approach Users are able to report incidents through a number of methods, including phone, email, or web to Cisco TAC (technical support). Information can be found here:

Cisco TAC has processes for most common events to help users troubleshoot issues experienced with the product.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks No


Price £3000 to £4500 per unit per year
Discount for educational organisations No
Free trial available Yes
Description of free trial 15 day unlimited trial


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