Siebel CRM in Production - What Now?


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Describes possibilites for monitoring and ongoing opimization of a Siebel CRM installation.

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Siebel CRM in Production - What Now?

  1. 1. Siebel In Production – What now? 10.06.09 Präsentation Seite
  2. 2. Activities <ul><li>Monitor </li></ul><ul><ul><li>Internal scripting errors </li></ul></ul><ul><ul><li>Change of response times </li></ul></ul><ul><ul><li>Change of operational traffic </li></ul></ul><ul><li>Stabilize </li></ul><ul><ul><li>Repository Review (double defined Joins) </li></ul></ul><ul><ul><li>Scripting Review (remove memory holes) </li></ul></ul><ul><ul><li>Database Review (parametrize correct) </li></ul></ul><ul><li>Optimise </li></ul><ul><ul><li>Recognize and optimise time and business critical db operations and objects </li></ul></ul>10.06.09 Präsentation Seite
  3. 3. Toolbased Approach <ul><li>SARM for changes of response time and operational traffic. </li></ul><ul><li>eScriptAdvisor for scripting reviews and automatic logging. </li></ul><ul><li>QueryAdvisor for systematic analysis of time and business critical db operations. </li></ul>10.06.09 Präsentation Seite
  4. 4. SARM -Architectural Overview 10.06.09 Präsentation Seite Web Client Enterprise Web Server Siebel Gateway Database Server Siebel Server(s) Siebel File System Collect performance data for Siebel Servers, Siebel Web Servers, or both
  5. 5. SARM - Areas & SubAreas 10.06.09 Präsentation Seite Area Abbreviation Example Subareas SARM SARM I/O Web Server SWSE Login Session Send Message Receive Request Object Manager OBJMGR Session Login BusComp Query BusComp New Record Workflow WORKFLOW Execute Workflow Invoke Workflow Method Execute Step Database DBC Prepare SQL Statement Execute SQL Statement Get record from database
  6. 6. SARM - User Request 10.06.09 Präsentation Seite INFRA OBJMGR SWE SCRIPT DBC EAI WF DBC 1. The user submits the request using the Web client, so overall area is Infra-Network time: Time it takes requests to travel between the Siebel Server and the Web server Request will involve communication between the Call Center Object Manager and the Siebel Web Server Extension 2. User’s request is processed by the Call Center Object Manager 3. Object Manager invokes script -> eScriptAdvisor 4. Script may access database -> QueryAdvisor Each box represents a SARM area 5. Workflow may invoke other areas
  7. 7. SARM – Response Time 10.06.09 Präsentation Seite User Request Response Time Histogram
  8. 8. SARM – Area Traffic 10.06.09 Präsentation Seite Area Traffic Histogram
  9. 9. SARM – PROs/CONs <ul><li>Flexibel level of granularity. </li></ul><ul><li>Runtime enabled for Siebel servers. </li></ul><ul><li>Load on enabled systems up to 5%. </li></ul><ul><li>Does not matter if application is db bound. </li></ul>10.06.09 Präsentation Seite
  10. 10. Scripting Review 10.06.09 Präsentation Seite
  11. 11. Scripting Review <ul><li>Imbalanced brackets. </li></ul><ul><li>Unused and multiple defined variables. </li></ul><ul><li>Non existing/missing logical constants. </li></ul><ul><li>Activated system fields. </li></ul><ul><li>Dead code. </li></ul><ul><li>Empty blocks. </li></ul><ul><li>Misplaced return statements. </li></ul><ul><li>Missing/empty catch-blocks. </li></ul><ul><li>Possible memory holes (BOs, BCs, BS, COM). </li></ul><ul><li>Introduce transparent error logging. </li></ul><ul><li>Create reference of BOs, BCs, BS, Methods. </li></ul><ul><li>Do some kind of pretty printing. </li></ul><ul><li>... </li></ul>10.06.09 Präsentation Seite
  12. 12. Database - Monitor&Optimise 10.06.09 Präsentation Seite
  13. 13. Database - Operations <ul><li>Collect session data from tracefiles. </li></ul><ul><li>Detect long running or costly operations. </li></ul><ul><li>Build a baseline out of production traces. </li></ul><ul><li>Compare actual production with baseline. </li></ul><ul><li>Identify heavily used db objects. </li></ul><ul><li>Identify important db wait events. </li></ul><ul><li>Automatic Outline handling/generation. </li></ul>10.06.09 Präsentation Seite
  14. 14. What now? <ul><li>Setup of SARM monitoring </li></ul><ul><ul><li>Between 2 and 5 days. </li></ul></ul><ul><li>Scripting and Repository Review </li></ul><ul><ul><li>Between 5 and ??? days. </li></ul></ul><ul><li>DB and application optimisation </li></ul><ul><ul><li>Between 5 and ??? days. </li></ul></ul>10.06.09 Präsentation Seite
  15. 15. The End <ul><li>Thanks for your time and coffee. </li></ul>10.06.09 Präsentation Seite