Transcript John T. Irwin - CompFort Meridian

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John T. Irwin
Software Consulting Manager EMEA
“Managing End User Experience”
BSM Addressing Proactive Operations
Planning, predictive analytics, and
preventative automation to improve
IT’s response to business demand
Proactive Availability and
Performance Management
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Avoid outages and maximize
uptime and operational efficiency
Application Performance
Management
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Meet application service levels by
focusing on what’s important to
the business and avoiding costly
application performance issues
Capacity Optimization
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Proactively optimize IT resources
to increate business agility and
reduce IT expenditures
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BSM Addressing Proactive Operations
Planning, predictive analytics, and
preventative automation to improve
IT’s response to business demand
Service Level
Management
Service
Model
Application Performance
Management
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Meet application service levels by
focusing on what’s important to
the business and avoiding costly
application performance issues
CMDB
/ CMS
Discovery &
Dependency
Dashboards
& Analytics
Event & Impact
Management
Capacity
Optimization
Application Performance
Management
Availability &
Performance
Management
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BMC Application Performance Management
Application
Performance Mgmt
Synthetic Transaction
Monitoring
Exceed service levels and avoid
application failures
• Proactively measure transaction response
times, availability and accuracy
• Service level reporting
Real User Monitoring
and Impact Analysis
• Monitor actual end user transactions
• Dynamic baselining and problem localization
• Real user impact analysis and service level
assessment
Application Deep Dive
and Transaction
Tracing
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Deep dive application diagnostics
End user and transaction correlation
Transaction tracing and profiling
App discovery and dependency mapping
Dev-Ops
Collaboration
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Share critical info between Dev and Ops
Optimize application performance
Diagnose application release failures
Automated triage and repair
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Core Offerings
BMC End User Experience Mgmt
• 360 degree visibility into EUE and
impact on user behavior
BMC Application Transaction Tracing
• Hop to hop transaction tracing across all
platforms
Supporting Offerings
• BMC Application Problem Resolution
• BMC ProactiveNet Performance Mgmt
• BMC Middleware Monitoring
• BMC Application Release Automation
• BMC Atrium Discovery and Dependency
Mapping
• BMC Atrium CMDB
Core Service Offerings
• Rapid results for Application
Performance Mgmt
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Web Application Performance Impacts Every Industry
Software-as-a-Service
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Service Level Agreement shortfalls
Lower adoption
Lost renewals
SaaS
eCommerce (Media etc)
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Missed sales opportunities
Reduced customer loyalty
Inability to adapt quickly
Enterprise
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eCommerce
Lower productivity
Lower adoption
Employee complaints
Enterprise
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Web is Strategic for Business
Organizations compete on effectiveness
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More efficient processes
Better customer experience
Greater agility bringing products to
market
The Web is the basis for this
improvement
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Revenue growth, cost reduction
Customer-facing and back-office
Example: growth of SaaS for enterprise
applications
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Growing to $16 Billion by 2013 *
* Gartner Market Trends 2009
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BMC End User Experience Management
Why Would a Customer Do Anything…Now?
Revenue generating applis/websites are
10 times more likely to experience
slowdowns than outages
Organizations are losing nearly twice as
much revenue on performance issues
compared to outages
Average revenue loss of website
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Slowdowns is $4100/hour
Downtime is $21,000/hour
60-70% of online users experienced slow
performance in the past 12 months
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>50% unlikely to return to a problem web
site
40-60 % likely to visit a competitor site
Users of internet applications only report
1% of errors
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<20% of errors are detected by existing
tools
<4% of users will report an error
50% of companies report 24% of issues
are unresolved for 24 hrs+
IT STILL commonly “solves” problems
with silo-focused tools, “expert opinion”,
and “work-around”
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Operational and Business
Goals
Prevent loss of revenue
Improve customer satisfaction
Avoid damage to brand reputation
Reduce MTTR for app
performance issues
Increase confidence in new app
rollouts
Make better informed decisions
about changes to enterprise infra
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Needs of Application Stakeholders
Line-of-Business
“Are our users happy or frustrated?
Do we meet our service objectives?”
Web Operations
Web
Application
“How proactive are we in finding
and fixing problems?”
Application Development
“Does the new version of code
perform better or worse?”
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Web Application Environments are Increasingly
Complex
Correlation between individual
application ecosystems and enduser experience is uncertain
SaaS
Virtualized or Multiple Datacenters
Application
Delivery
Networks
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Managed Services
(IaaS or PaaS)
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End to end application visibility for
Enterprise / Cloud / SaaS
Proactive From
Application
Performance
Management
the data-center
perspective
CDN
DB Tier
App Tier
End to End
BMC End User Experience Mgmt
Web Tier
Deep Diagnostics
From the end-user perspective
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BMC End User Experience Management
Capabilities & differentiators
20/20 Visibility
Meet Service Levels - Eliminate “blind spots” without information overload
Automated Forensic Analysis
Improve Availability - Analyze & present EUE data in meaningful & easy-to-use format
End User Behavior Monitoring
Meet Business Expectations - Real-time business impact analysis - Baseline
End to End Application Performance Monitoring
Reduce Costs- Detect & diagnose problems from the data center to the end user
Ease of use = Time to Value
Meet Business Expectations - Scalability with rapid time to value
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BMC End User Experience Management
Time to Value
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Turnkey and transparent
No changes to code, server, or content
Transmits no traffic
Has no points of attack
Adds no delay
Requires no additional server or database
infrastructure *
Works with HTTP and HTTPS
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TrueSight Enterprise Edition Deployment
Collector for data collection at the data centers
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Full HTTP/HTTPS decode
Confidentiality policies applied to scrub/mask sensitive data
Analyzer to consolidate and analyze data from Collectors
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Identify users, match objects to pages, examine errors
Baseline performance, detect incidents, build reports and data analysis
Collector
Analyzer
DC1
DC2
Collector
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DC3
Collector
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BMC End User Experience Management
Forensic Analysis
View a single user
and track their
activity across an
application
See where
someone
encountered a
problem, or why a
particular instance
of a page took a
long time to load
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AIM Automated Baselining and Anomaly Detection
1 End-user traffic
3 Incident
detection
2 Automatic baselines
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Problem
localization
Before/after
Errors higher than normal!
Speed problem at 2PM!
Who/what?
Traffic volume too low!
6 Report across sessions
5 Session transcripts
Joe
Sam
Mary
Bill
and drilldown
Watchpoints
“Search” page
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The end to end application performance management
challenge
No application is an island – end user experience depends on many
components
Traditional monitoring tools can’t provide visibility and diagnostic
insight into application performance issues
To meet service levels – IT operations and application owners need a
solution that monitors and diagnoses all in one console
BMC End User Experience Management
Application Flow Monitoring (EUEM)
End User Experience
Deep Diagnostics
Transaction Tracing
Transaction Tracing
10010010
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1st Click – View slow end-user responses
See corresponding slow “end-user” responses identified by BMC
EUEM and caused by application tier (i.e. not the network)
Slow due to “host” slowness
AppVis
details
details
details
Drilldown to Deep
Diagnostics (Back-end)
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2nd Click – Troubleshoot the session code-execution path
In DeepDiagnostics, troubleshoot the problematic user request, and
drill-into code hotspots and slow SQL
Easily follow the transaction across tiers and see external call details
10 second response
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3th Click – Identify Root Cause down to the line of code
Identify the Root Cause for all the common application performance
and availability problems
Enable close collaboration between App Ops & Dev
Isolate Specific SQL
Query
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BMC Real EUEM measure timings and integration
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Passive packet capture on network monitors and
measures Web pages loaded by all users
Akamai records can
augment performance
records with receipt data
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BMC TM ART
Synthetic
transaction testing
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JavaScript or instrumented
beacons provide measurements
of reported page load times
from the end users’ browsers,
and can provide visibility to RIA
applications
BMC AppSight
Application Transaction
Monitoring for Java &
.Net
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BMC Remedy IT
Service Mgmt
BMC ProactiveNet
Performance Mgmt
3
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BMC Real EUEM Screenshot Samples
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Real-time shareable dashlet
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Fully configurable regions / levels
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Filters for volume / performance
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Regional performance ticker
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Historical replay timeline
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Full set of widgets
Real-time gauges, A/B bar graphs, etc
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Focus on Load / Availability / Performance
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Auto-detect “normal” vs. “abnormal”
patterns
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Send alerts for “critical” incidents
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Localize using changes in traffic attributes
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Focus on applications or transactions
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Define satisfied vs. tolerating vs.
frustrated
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Percentile-based trending
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Compare performance against load
User-defined dashboards
Focus vertical (application) or horizontal (load)
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Secure export to external portals
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Global Visibility of Application Performance
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Real-time global dashboards
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Regional performance ticker
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Fully configurable regions / levels
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Historical replay timeline
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Launch investigation
Investigate slow performance directly from dashboard
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Watchpoint – filter to report on business context
Logins or portions of the site that require specific user identification
A process that people follow (add to cart, start checkout, enter shipping,
Purchase Complete!, etc).
Tracking areas of a website (Entered the portal, Chat room, Left the Portal and
entered gaming area, etc.)
Money making or losing events - Checkout; Submit; register; Credit Card
Validation, Purchase Complete!, etc.
Serving Content - like serving Ads or delivering specific content (like PDF
downloads).
Form Submitting - tracking form completion, POST parameters, etc.
Regional traffic - Locate Offices or remote groups of users
Browser Type or Device Types (Mobile users, IPads, DSL users, IE8 browsers, etc).
Desired v.s Non-desired traffic (i.e. Bot vs. Not-Bot traffic)
People v.s. Applications (i.e. B2C vs. B2B or background apps vs. Web frontend)
Error or Issue Tracking
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Learn more at www.bmc.com
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