Gigamon U - Free Wily Manage Applications

Manage Applications from the Customer’sPoint of View

Issac RothProduct Manager

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 2

SAP

PSFT

Siebel

3rd PartyApplications

Databases

Mainframe

Database

Web Services

ApplicationServer

FirewallNetwork

Switch

LoadBalancer

IdentityManager

End User

Router

WebServers

“Buy Transaction”Complete

End-to-End Visibility is CriticalEach Transaction is Incredibly Complex

Oracle

Portal


Unavailable or SlowAvailable, Performant

Web Server

J2EE Server

MQ Server

Database

CICS

Siebel

End-User App

05:00 06:00 07:00 08:00 09:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00

99%

99%

99.9%

99.9%

99.999%

99.9%

80%

% available

A Holistic View of Performance


Service Level Management


• Infrastructure components focused

• Simulated user testing transactions (robots)

• Custom in-house developed tools

What is missing?

• Customer / employee focused solutionBusiness

Databases

Servers

Networks

Clients

Applications

Mainframes

Customers

Robots

Robots

Robots

Employees

Current Approaches


Application Server

Network

Portal

DB MF

Tuxedo

New ApproachReal-Time Transaction Monitoring

Browser

Time


OpsRollout fix. Verifies applicationsare back to normal

App ServerAdmin

TransactionServer Admin

Java AppDeveloper

!!IT AppOwner

DatabaseManager

NetworkManager

App SupportTeam assembly and

review of issue,collection of evidence

OpsRollout Fix

OpsCollection of evidence,diagnosis, reassignment

AdminsCollection of evidence,

diagnosis, escalation

DevelopmentDiagnosis and review,final assessment

Service DeskVerifies applicationissue, notifies Ops

CustomerCustomer calls Help Desk

“HELP!”

Reactive Management Proactive Management

Reactive vs. Proactive ManagementSolve Problems Faster

Problem Solved

Problem Detected

OpsDetects problem

? ??

?

? ? ??

?


Aggregate Diagnostic DataZoom Into Components

Firewall

Switch

LoadBalancer

SAP

PSFT

Siebel

WebServices

End User

Databases

Router

Mainframe

Database

.2 SecNetwork

.8 SecPortal

.4 SecApp Server

2 SecBack-End Systems

6 Sec

Web Servers


Customer Example

Identification• Before users notified the service desk, CEM alerted IT that the Accessory Popup from SR Detail transaction

was running 30% slower after a recent upgrade

Resolution• Development was already working the problem before users called to complain. The problem was verified,

fixed and implemented within 4 hours of the upgrade taking place without having to rollback to the previousrelease.

Benefit• The upgrade process had 80% fewer customer complaints recorded by the service desk than the two previous

upgrades saving the company support and rollback costs.


Customer Example

Identification• CEM identified that 77 users experienced slowness in the Calculate Price transaction when quoting customer

rate plans with the Siebel Call Center application

Resolution• Evidence collected by CEM helped quickly identify the source of the slowness and enabled the support staff to

quickly fix the problem without affecting a broader scope of the customer base

Benefit• Enabled the call center to service 83 more customers per day increasing CSR efficiency by more than 12%


Customer Example

Identification— CEM observed many users having issues with the Open Customer Fact Sheet operation

Resolution— Utilizing CEM data, the company was able to see that all the customer problems occurred when a particular web

server was in the path

Benefit— By rapidly isolating the issue, 5 teams did not have to be on a conference call, developers were not disturbed, and

service was restored in 10 minutes instead of the normal time of 2-4 hours.


Requirements to Improve Performance andAvailability

End-user Point of View— Monitor Customer Activity At Business Process Level— Correlate Actual User Experience With Application Performance— Prioritize Incidents Based On Business Impact— Direct Resources Appropriate For Triage

+Application Point of View

— Predict Application Problems Before Customers Are Impacted— Triage Application Specific Problems— Isolate Root Cause Of Problems— Analyze Historical Data For Future Capacity Planning


Customer Experience ManagementBrings Value Across Organization

• Higher Customer Success Rates— Track all critical end-user transactions— Instant alerting on failed or poor performing transactions

• Higher Availability and Performance— Real-time monitoring of customer experience— Detect customer impact problems before they call— Instant diagnosis of application problems

• Greater Productivity— Business and IT have a common view— All the tools agree— Prioritize Resources based on Business Impact

Gigamon U - Free Wily Manage Applications

Business

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