Engage ESM

Cisco AppDynamics - APM & Business Analytics

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


  • Proactive Application Performance Management
  • Line of code diagnostics
  • Business analytics
  • ServiceNow Integration CMDB level to aid event management
  • Track every Business Transaction across a user session
  • Real time application database server monitoring
  • End user monitoring for mobile web and synthetic users
  • Java, .Net, PHP, Node.js, SAP Support


  • 20% reduction in Cloud Migration time
  • 50% reduction in Mean Time to Repair (MTTR)
  • Understand business impact of outages
  • Reduce number of incidents and outages in production
  • Increase application response time and Increase end user satisfaction
  • Reduce false positive and number of alerts
  • Increase IT users’ productivity and free up developer time
  • Better collaboration between Dev, Ops and business
  • Help in prioritising incident resolution
  • Be more proactive and get alerted before users are impacted


£3480 per unit per year

Service documents


G-Cloud 11

Service ID

8 9 7 3 0 2 0 8 8 1 4 5 8 1 9


Engage ESM

Murray Acheson



Service scope

Software add-on or extension
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints
System requirements
On prem https://docs.appdynamics.com/display/PRO45/Controller+System+Requirement

User support

Email or online ticketing support
Email or online ticketing
Support response times
For on-premises installations we follow the AppDynamics EULA: https://legal.appdynamics.com/OnPremise_EULA.pdf
For SaaS installations we follow the AppDynamics SaaS EULA: https://legal.appdynamics.com/AppDynamics_SaaS_EULA.pdf
User can manage status and priority of support tickets
Online ticketing support accessibility
None or don’t know
Phone support
Web chat support
Onsite support
Yes, at extra cost
Support levels
Standard support is provided as part of the purchase of a software subscription, premium support is available at a cost uplift.
Support available to third parties

Onboarding and offboarding

Getting started
Combination of project managed services and supplier delivered public and on-site training, please see service description for pricing.
Service documentation
Documentation formats
End-of-contract data extraction
Users can use the API to extract the data when the contract(s) ends
End-of-contract process
Please refer to the SaaS EULA: https://legal.appdynamics.com/AppDynamics_SaaS_EULA.pdf
Please refer to the on-premises EULA: https://legal.appdynamics.com/OnPremise_EULA.pdf

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
The service can either be accessed through a mobile web browser or via our mobile app (iOS and Android). When using the mobile web browser, one gets the same functionality as the desktop service. When using the native app certain functionality such as the application flowmaps and tier and node level dashboards, are not shown. https://docs.appdynamics.com/display/PRO45/AppDynamics+Mobile+App
Service interface
What users can and can't do using the API
AppDynamics has comprehensive controller side and agent side APIs. These lets the users configure the service, monitor, query the metrics and event analytics data as well as to control and configure the agents running on the application servers.
More data can be found at: https://docs.appdynamics.com/display/PRO45/AppDynamics+APIs
API documentation
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
Customisation available
Description of customisation
Users can configure and customise the monitoring of the applications, can create and update their dashboards and alerts. Extensions to the service can be created by users to monitor additional IT components.
Customisations are either done using the web UI or by creating scripts and using the API
Some customisations required to be administrator of the service; some are available to all users. Additional customisation is available from Atos, please see service description for pricing.


Independence of resources
For SaaS deployments: AppDynamics is highly scalable and not affected by the number of users but by the number of agents (licenses) deployed in the infrastructure. Provisioning of resources is taken care of by AppDynamics to guarantee that users are not impacted.
For on-premises deployments: AppDynamics scales horizontally and vertically.


Service usage metrics
Metrics types
AppDynamics provides reports on the licenses consumption so users know at any time how much they have deployed and used
The service also provides real time metrics on the number of data captured
Reporting types
  • API access
  • Real-time dashboards


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

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Developed Vetting (DV)

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
User control over data storage and processing locations
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
Encryption of all physical media
Data sanitisation process
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
The application metric data can be exported in a variety of formats such as PDF, CSV, JSON etc. by directly exporting, via the API or via scheduling / on-demand reports and being sent out by e-mail. Configuration data of the application can be exported via the API.
Data export formats
  • CSV
  • Other
Other data export formats
  • PDF
  • JSON
Data import formats
Other data import formats
For an APM solution data import is not applicable.

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Other
Other protection between networks
TLS v1.2 upwards is only applicable for SaaS deployments. The AppDynamics service can also be entirely deployed on premises. In that case, the question is not relevant
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
AppDynamics EULA for SaaS: https://legal.appdynamics.com/AppDynamics_SaaS_EULA.pdf

AppDynamics EULA for on-prem: https://legal.appdynamics.com/OnPremise_EULA.pdf
Approach to resilience
More information can be found at: https://www.appdynamics.com/trust-center/operations/
Outage reporting
Customers can check their SaaS service status at: https://status.appdynamics.com/

Identity and authentication

User authentication needed
User authentication
  • Username or password
  • Other
Other user authentication
The service can be integrated with on-premises LDAP/SAML authentication mechanisms
Access restrictions in management interfaces and support channels
Details can be shared once under NDA, please contact for details.
Access restriction testing frequency
At least once a year
Management access authentication
Username or password

Audit information for users

Access to user activity audit information
Users have access to real-time audit information
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
Less than 1 month
How long system logs are stored for
Less than 1 month

Standards and certifications

ISO/IEC 27001 certification
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Other security certifications
Any other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
Other security governance standards
Information security policies and processes
SOC 2, HIPAA and PCI DSS compliant

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Details can be shared once under NDA, please contact for details.
Vulnerability management type
Vulnerability management approach
The Details can be shared once under NDA, please contact for details.
Protective monitoring type
Protective monitoring approach
Details can be shared once under NDA, please contact for details.
Incident management type
Incident management approach
Details can be shared once under NDA, please contact for details.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks


£3480 per unit per year
Discount for educational organisations
Free trial available
Description of free trial
15 day unlimited trial. Full Proof of Value available including full business case, please contact for more details.
Link to free trial

Service documents

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