Virtualization, Cloud Computing and Outsourcing promise significant cost savings and enhanced business agility. Implemented correctly these initiatives can cut hardware and software costs, improve web application performance and quality, and positively impact business results. Learn how these 5 key business and technology trends are enabling companies to reduce costs AND ensure web application performance: 1. Virtualization 2. Outsourced Hosting & Management of Applications 3. Cloud Computing 4. Real-user Monitoring 5. ‘SaaS’ification of IT Management Software

1. 5 IT Trends That Reduce Cost and
Improve Web Performance
Jean Pierre Garbani - VP, Principal Analyst Forrester Research
Imad Mouline - CTO, Gomez

3. IT Business and Management Trends
JP Garbani
Vice President and Principal Analyst
Forrester Research, Inc.

4. Agenda
1) Key trends: the role of IT in the Enterprise
2) Th current IT landscape
The t l d
3) Solutions for a leaner future
4) Performance issues
5) Recommendation and conclusion
4 Entire contents © 2008 Forrester Research, Inc. All rights reserved.

5. IT Role As Defined By Business Users
5 Entire contents © 2008 Forrester Research, Inc. All rights reserved.

6. IT Key Priorities
6 Entire contents © 2008 Forrester Research, Inc. All rights reserved.

7. Productivity Equals Application Performance
The key to productivity in interactive applications is
response time:
• .1 second is instantaneous
• 1 second is when a response time is perceived
• 10 seconds is when users lose focus on the interaction
Basic rules
• Simple and frequent tasks: 1 second or less
• Common tasks: 2 to 4 seconds
• Complex tasks: 8 to 12 seconds
Source: Usability Engineering by Jacob Nielsen (Morgan Kaufman San Francisco)
Kaufman,
7 Entire contents © 2008 Forrester Research, Inc. All rights reserved.

8. But… Trends and Challenges
• User’s performance expectations are rising as IT
budgets are squeezed
• Application business value and complexity increases
– M lti ti applications are th norm
Multi-tier li ti the
• Time to value reduced through re-use, web services
and SOA
• Interoperability, portability, device diversity and size
leads to configuration, deployment and production
issues that impact performances
• Outsourcing, hosting, cloud computing and
virtualization opacity p
p y present new challenges g
8 Entire contents © 2008 Forrester Research, Inc. All rights reserved.

9. Web Application Complexity
and User Expectations
9 Entire contents © 2008 Forrester Research, Inc. All rights reserved.

10. Web Application Delivery Chain
Client and Software
Embedded Solutions
devices e.g.SOA
e g SOA
Pervasive Business
Interactions MetaData Core Business Services
Unified Processes, Policies.
Structure, etc.
Organic IT
Communications
Voice Data
Mobile
Video
Transaction
Collaboration
Network Infrastructure
e.g. Cl d Computing
Cloud C ti
Infrastructure
Virtualization
10 Entire contents © 2008 Forrester Research, Inc. All rights reserved.

11. Translates into Performance Issues
• As the size of software increases, the number of
problems per KLOC increases proportionally
• 74% of problems are reported by the end users
through the service desk, not detected by
infrastructure management
• An average of 6 service desk calls are needed to
identify the problem owner
• Typical SLA: 95% of level 1 problems are answered
in 2 hours
IT Operations are bursting at the seams
Source: Forrester Research
11 Entire contents © 2008 Forrester Research, Inc. All rights reserved.

12. Reducing Diversity For a Leaner IT
• Outsourcing legacy applications
• Standardizing infrastructures using virtualization
• Using packaged applications and SOA derivatives
• Using SaaS for selected management functions
12 Entire contents © 2008 Forrester Research, Inc. All rights reserved.

13. Application Management Pain Points
Rank the pain level caused by the following situations (high to severe)
Poor or erratic Java EE performance 26%
Capturing and quantifying actual end user experience 26%
Improving IT responsiveness by arming techs with data
rather than relying on end user description of problems 30%
Diagnostic problems across n-tier architectures than span
Di ti bl ti hit t th
mainframe and distributed 31%
Lacking accurate tools for end to end transaction
management 31%
Determining root cause of poor application performance 37%
Ziff Davis survey of 1190 IT professionals
13 Entire contents © 2008 Forrester Research, Inc. All rights reserved.

14. Reducing MTTR and MTBF
Recovery Productivity Extra costs
costs costs
Cost of data
recovery Duration of
+ outage
Cost of x
external Number of
Lost
support people
affected revenue
x Duration of
Average % lost outage
Problem Problem productivity
Identification Identification x
x Percentage of
+ + Average cost
Analysis and Analysis and unrecoverable
of employee business
resolution resolution +
+ + x
Average Average
Validation Validation employee
p y
testing testing
t ti revenue per
overtime cost hour
Costs before deployment Costs of downtime and brown-outs in production
Source: Forrester Research, Inc.
14 Entire contents © 2008 Forrester Research, Inc. All rights reserved.

15. Evaluating the Black Box Performance
μ
Response
Time
Fixed Parameters
(System Design)
Service time (μ) is the
characteristic end result of λ
a workload (λ) applied to
( ) pp
Black Box
a given processing
capacity Workload Output
Variable Parameters
(System Configuration, Application)
15 Entire contents © 2008 Forrester Research, Inc. All rights reserved.

16. What we Should do:
• Validate application architecture at the development stage and
create a performance hypothesis
• Validate performance hypothesis in QA:
– Using a realistic environment
– Using end to end monitoring tools
• Understand the workload variations
– What are the normal performance levels for a given period
– Distinguish between real problems and transient variations and
anomalies
• Consider efficient alternatives such as SaaS to in house testing
and monitoring
16 Entire contents © 2008 Forrester Research, Inc. All rights reserved.

17. Recommendation: Towards a Leaner IT
• IT evolution drivers are economical rather than technical
– Improving workforce productivity and IT efficiency are the key
themes
• Simplification and standardization of infrastructures will be the
dominant themes of the next five years
• Any initiative such as consolidation, standardization, IT
governance improvement or service management requires
improvement,
preparation
– Understanding workloads and performance issues are key
• Productivity and efficiency objectives are only reached when
we consider all alternatives to perform a given performance
management function
g
17 Entire contents © 2008 Forrester Research, Inc. All rights reserved.

18. Conclusion
• The major driver for IT management and IT Operation
evolution is to improve business productivity as efficiently as
possible
• Many current management solutions are still very much
technology silo oriented and ignore the end user perspective
• Most of the current tools compound the issue by adding
complexity of deployment and operation
• The consensus is that IT service delivery is better served not
only by improved IT management processes, but also by
monitoring solutions b
it i l ti based on th S S model th t provide th
d the SaaS d l that id the
right data for an optimized operational cost
18 Entire contents © 2008 Forrester Research, Inc. All rights reserved.

19. Thank you
Jean-Pierre Garbani
+1 617/613-6091
jgarbani@forrester.com
jgarbani@forrester com
www.forrester.com
Entire contents © 2005 Forrester Research, Inc. All rights reserved.
19 Entire contents © 2008 Forrester Research, Inc. All rights reserved.

20. 5 IT Trends That Reduce Cost and
Improve Web Performance
Jean Pierre Garbani - VP, Principal Analyst Forrester Research
Imad Mouline - CTO, Gomez

21. About Gomez
We help customers ensure quality experiences
We help customers ensure quality experiences
for their Web and mobile users
Optimal performance and availability
Quality operation across all browsers and mobile devices
Rapid notification of issues with actionable diagnostics
Insight into how these issues affect business
Insight into how these issues affect business
SaaS Over 2,500 Solid Business Recognized as
Platform Customers Performance Industry Leader
Industry Leader
• No installation • 1,250+ enterprise • Five consecutive • Forrester: “The
• Rapid startup & customers years double digit leader in Web
payback - 12 of top 20 revenue growth Experience
US sites • 44% revenue Management”
World s most
• World’s most
comprehensive • 1,250+ SMB growth 2008 • Gartner: “A cool
testing network customers company”

22. The Traditional View of Web Application Delivery
Systems …user is
management happy
tools: “OK”
Users
Load
Balancing
Web
Servers
App
Servers
Web application
W b li ti
DB
Servers
Storage
Mobile
Components
Virtualized
Services
Traditional zone
of control

23. The Challenge of Ensuring Quality Web Experiences
Systems …user is
management NOT happy
tools: “OK”
The “Web 2.0 application delivery chain”
2 3
3rd Party/Cloud Local ISP Users
Web Services
Load
Balancing
Web
Servers
App
Servers
DB Internet
Servers
Major
Storage ISP
Mobile
M bil
Components
Virtualized
Services
Content Delivery Mobile
1 Networks Carriers
Traditional zone Zone of customer expectation
of control

24. Managing the Performance of Virtualized Applications
Systems …user is
management NOT happy
tools: “OK”
d / l d
3rd Party/Cloud Local ISP Users
Web Services
Load
Balancing Company
Web
Servers
• Broadcasting conglomerate delivering 400+ websites
App Situation
Servers
DB
• IT/ Operations needs to continuously monitor
O Internet
ti d t ti l it
Servers performance of virtualized applications on shared
Major
ISP infrastructure
Storage
Mobile
M bil • Business owners want assurances that virtualization
Components will not negatively impact customer experience
Virtualized
Services • IT/Operations wants to validate that workload variations
Mobile
1 forContent Delivery do not impact end-users
virtual services Carriers
Networks
Traditional zone Zone of customer expectation
of control

25. Validate Virtual Application Performance for End‐Users
Virtual 1 • Consolidated applications to
virtualized servers
Virtual 2
• Validated performance for end-
p
users across multiple VM hosts
Virtual 3
• Alerted to performance issue
because of increased workload on
“Virtual 3”
• And, validated end-user
First byte time are a key health
First byte time are a key health performance for b siness before &
business
indicator that virtual resources are after launch
“underwater”
Performance for all 3 virtual resources
Monitoring shows the
business that the larger
site is delivered at a faster
New & heavier site released on
virtual hardware
virtual hardware speed and with improved
p p
consistency for end-users
on virtual hardware

26. Work Effectively with Outsourced Providers

27. Ensure SLA Compliance & Performance with Key Vendors
Issue #1 • Quantify the benefits
Issue #2 of technology and
outsourcing
decisions (such as
CDNs, cloud
resources, and
Vendor A’s product color swatches fail infrastructure)
to load after trying for 30 seconds
• Isolate the root
cause of slow
performance for key
providers
Product images delivered
using Vendor B, a CDN, are • Ensure SLA
loading slowly and show compliance
long first byte times
g y

28. Managing Performance for End‐Users

29. Breaking open the Performance ‘Black Box’
Decreased Page
D dP
views AND • Distinguish between real
increased object problems and anomalies
errors
• Real user monitoring captures
the business impact of end-
user performance issues
Lower than expected page views • Correlate transaction volume
indicates an issue for end-users & end-user performance to
understand overall system
health
Drill down diagnostics shows if the
issue is widespread across:
• Geographies
• Connection Speed or ISPs
• Browsers
• Infrastructure

30. Key Takeaways From Forrester
Validate performance hypothesis in QA:
Using a realistic environment
Using a realistic environment
Using end to end monitoring tools
Understand the workload variations
What are the normal performance levels
What are the normal performance levels
for a given period
Distinguish between real problems and transient anomalies
Many current management solutions are still very much technology silo
oriented and ignore the end user perspective
Most of the current tools compound the issue by adding complexity of
p y g p y
deployment and operation
Consider efficient alternatives such as SaaS to in house testing and
monitoring
it i

31. The Gomez Solution: Web Application Experience Management
The Gomez Platform
The Gomez Platform
Self‐Service Unified SaaS Portal
Cross‐Browser Load and Web Web
and Device Performance Performance Performance
Testing Testing Management Business Analysis
• Compatibility
p y • High‐volume
g • Real User monitoring
g • Web performance
p
• Functionality backbone load • Last Mile monitoring analytics
• Performance • Real‐world • Backbone monitoring • Benchmarks
Last Mile load • Business dashboard
HTML, Web 2.0, Streaming, Web services, AJAX, Flash, FLEX, Mobile, etc.
HTML, Web 2.0, Streaming, Web services, AJAX, Flash, FLEX, Mobile, etc.
Dashboards, Recording & Alerting & APIs & Education &
Metrics & Analytics Provisioning Diagnostics Data Feeds Best Practices
World’s Most Comprehensive Testing Network
162 countries 2,500 ISPs
500+ 100+ commercial‐ 4,600+ 100,000+
combos of grade nodes and supported consumer‐grade
browsers data centers mobile devices
devices desktops
and O/S

32. Find Out How Gomez Can Help You
Some of O Customers
S f Our C t
Gomez Solutions help companies
ensure their web applications perform
optimally f all users, b
ti ll for ll browsers, d i
devices,
and geographies.
Optimal performance and availability
Quality operation across all browsers and
mobile devices
Rapid notification of issues with actionable
diagnostics
Insight into how these issues affect business
Learn M
L More online at :
li t
www.gomez.com
Speak To A Gomez Solutions Expert
Toll Free: 877.372.6732