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Real User Monitoring: The Ultimate Measure of Application Performance

Liz Lehrer, Ph.D. – Senior Technical Sales ConsultantOracle Real User Experience Insight

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Agenda

• Overview

• Our solution approach

• Use Case• Use Case

• Demo

• Q&A

Start Monitoring What Matters Most

Establish performance relationships

• Map business services to applications and applications to the infrastructure

Watch the best key indicator

• Use the end-user’s experience executing application transactions as the key performance indicator

Applications and Application Services

Middleware

End users

Monitor applications in-depth

• Monitor application components to provide diagnosis and remediation

Report in business terms

• Establish and report Service Level Agreements (SLAs) for business services HostHost, OS, OS

Database

Host, OS, Storage and Network

Oracle Real User Experience Insight

• What is Real User Experience Insight?Real User Experience Insight monitors real user activity to ensure web-based applications perform to expectations, provide analysis and notifications when not performing, and provide intelligence about user behavior.

• What are the benefits?• What are the benefits?

• Highlight lost transactions from frustrated users

• Identify service issues and work on the resolution before end users complain

• Reduce support costs by lowering call center volumes

• Define metrics that are end-user and business transaction focused

Internet

Firewall

Netw

ork Response Tim

e

Page

requestCollected data:

•Client-ip, Server-ip, Gateway-ip

•Requested URL (Page,Object)

•Cookie/Session-id

•Referrer

•GET & POST requests

• User client (browser type)

Oracle Real User Experience InsightHow does it work?

DB DB

Switch

Web

server

Web

server

Web

server

Oracle RUEI

Netw

ork Response Tim

e•Delivered?

•Aborted?

•Network timeout? Server Response Tim

e

•Response?

•Server error, web site

error, Hit OK

•Content of page (i.e order

details, functional errors)

Network Protocol Analysis Technology

• Passive monitoring solution

• 100% accurate and complete measurements

• Data collection is 100% non-intrusive

• No impact on web application performance

• No changes to applications are needed• No changes to applications are needed

• Abillity to decrypt SSL traffic

• Deploy in production without costly test/QA

environment validations

Real User Experience Insight For:Line of Business executives

Usage Reports:

• Data Browser

• Usage by

Country/State Business Transaction Analyses

Real User Experience Insight For:Application Owners and Application Support

User Tracking & Session

Replay

User Tracking & Session

Replay

Error ReportingError Reporting

Real User Experience Insight For:IT Operations

KPI configuration,

monitoring & trending

KPI configuration,

monitoring & trending

Function performance

analyses

Function performance

analyses

TomTom Use Case

• Customer: TomTom – Major GPS Provider to

consumer markets

• Business Issue:

• For environmental concerns, decides not to include User Manual in box

• Doesn’t inform IT

• Expectations:• Expectations:

• Large increase in ancillary sales as GPS devices were the season’s hot gift

• Reality

• GPS devices aren’t really that intuitive so new customers need user manual

• Christmas arrives

Root cause: users

downloading the manual

Overall pageview performance

-Green = Satisfied

-Orange = Tollerating

-Blue = Frustrated

Overall performance was affected from after about 3:00 PM, resulting in a drop of total pageviews and frustrating long page load times

TomTom Business Case: Christmas Eve 2007 - User Experience Suffers

Overall

Page load time (blue) 4.5 – 37.1 sec

Client aborts (orange) 2.6 – 28.4%

TomTom Business Case: Send Message to Affected Users

Drill-down feature shows list of affected users

Integrated problem diagnostics

User Experience Monitoring

• Real user &

Synthetic monitoring

• Packaged and

• End-to-End

visibility

• Service and

• Resource View

• Cross-tier tracing

• Memory leak

Database Diagnostics and Tuning

• Self-Managing

database

• ADDM

Oracle Enterprise Manager

Composite Application Management

Java Diagnostics

• Packaged and

custom web apps,

xml-soap services

• Oracle apps incl.

Oracle Forms

• Service and

systems

• SOA, Portal, JEE

monitoring

• Memory leak

analysis

• ADDM

• Automated SQL

tuning

Real User Experience Insight For:IT Operations

Function performance

analyses

Function performance

analyses

Integrated diagnostics

and discovery for

performance bottle-

necks

Integrated diagnostics

and discovery for

performance bottle-

necks

Provides an out-of-the-box real user monitoring solution that automatically discovers Siebel applications. Thereby allowing measurement and monitoring of real user transactions - from clicks to views into business transactions. Each individual user action will be matched to the correct screen/applet/view automatically to provide contextual analyses.

When the accelerator is installed the following is reported: • Siebel user-id

Real User Experience InsightAccelerator for Siebel

15

• Siebel user-id• Page names based on Siebel URL parameters• Functional errors (marked with SBL-error Code) will be reported as functional errors.• The screen and view in which actions took place, and where applicable also the applet and action are shown

Provides an out-of-the-box real user monitoring solution that automatically discovers E-Business Suite. Thereby allowing measurement and monitoring of real user transactions - from clicks to views into business transactions. Each individual user action will be matched to the correct module/form/form block or responsibility automatically to provide contextual analyses.

When the accelerator is installed the following is reported: • EBS user-id

Real User Experience InsightAccelerator for E-Business Suite

16

• EBS user-id• Functional errors (marked with ORA-error Code) will be reported as functional errors.• User actions are reported within framework context• Important Forms user actions and performance over all Forms objects.

Provides an out-of-the-box real user monitoring solution that automatically discovers PeopleSoft applications. Thereby allowing measurement and monitoring of real user transactions - from clicks to views into business transactions. Each individual user action will be matched to the correct module/site/node automatically to provide contextual analyses.

When the accelerator is installed the following is reported: • PeopleSoft user-id

Real User Experience InsightAccelerator for PeopleSoft

17

• PeopleSoft user-id• Functional errors (marked with PSFT-error Code) will be reported as functional errors.• User actions are reported within framework context

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RUEI integration with BI

• Join real user data with CRM and other

business data

• Insight into actions that the user did not take

• What products did they not buy?

• What price increased abandonment?• What price increased abandonment?

• Impressions / sales ratio

• Suitable for packaged applications as well

DemoDemo

Q&AQ&A