5 IT Trends That Reduce Cost And Improve Web Performance - A Forrester and Gomez Webinar

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

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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”

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

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

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

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

Work Effectively with Outsourced Providers

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

Managing Performance for End‐Users

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

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

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

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

5 IT Trends That Reduce Cost And Improve Web Performance - A Forrester and Gomez Webinar

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