Are Your Applications Delivering What Your End-Users Expect?

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The end user experience is a critical pillar of application performance management. It requires a global view that tracks the path of an application from data center through the Internet, and all the way to "the last mile" of delivery to the end user's computer or device.

Although a well-established discipline, traditional application performance management approaches provide highly silo'ed views of application delivery to the end user. A full picture requires breadth and depth, and a view of the full business impact.

Featured speakers, Tony Baer, Senior Analyst from independent research firm Ovum, and Compuware APM CTO Steve Tack to show:
• Why traditional monitoring doesn’t tell the full story
• The top 5 APM best practices
• How to build your APM roadmap: applying best practices and creating your performance journey

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Are Your Applications Delivering What Your End-Users Expect?

  1. 1. Are Your Applications Delivering What Your End-Users Expect? 5 Best Practices to Improve Your APM Strategy and Ensure a Positive End-User Experience Tony Baer - Senior Analyst, Ovum Steve Tack - Compuware APM CTO June 14, 2011
  2. 2. Are Your Applications Delivering What Your End-Users Expect? Tony Baer tony.baer@ovum.com 14 June 20112 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.
  3. 3. Agenda The End User Experience – where APM rubber meets the road Why Traditional APM falls short End User Experience: Top 5 APM Practices The Journey to APM3 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.
  4. 4. The End User Experience Where APM rubber meets the road App performance impacts your business Mobile apps 52% of consumers won’t return to a website they had trouble accessing from their phone Browser Bing: 2-sec slowdown = 4.3% less revenue/user Enterprise Slow apps = lost productivity Retaining eyeballs critical for B2C & enterprise apps4 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.
  5. 5. People are the toughest audience5 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.
  6. 6. Agenda The End User Experience – where APM rubber meets the road Why Traditional APM falls short End User Experience: Top 5 APM Practices The Journey to APM6 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.
  7. 7. The Application Delivery Chain: It’s a jungle out there! Software Architecture Cloud Customers & Employees Configuration settings Private Public Browser compatibility Programming language Mainframe Storage Major Network ISP Browsers DB App Server Server Web Storage Server Service Bus Data Local Service ISP App App Employees Most APM tools overlook key nodes in app delivery chain7 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.
  8. 8. App delivery chain: Traditional “end-to-end” APM view Customers & Employees W W Storage Mainframe Network Browsers DB App Server Server Web Storage Server Service Bus Data Service App App Employees Most APM tools overlook key nodes in app delivery chain8 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.
  9. 9. Traditional APM omits business impact Symptoms Low-level component data Isolated fragmentary data Gaps in monitoring coverage Result: Inability to correlate impacts to actual business activity Missing the big picture9 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.
  10. 10. Agenda The End User Experience – where APM rubber meets the road Why Traditional APM falls short End User Experience: Top 5 APM Practices The Journey to APM10 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.
  11. 11. End User Experience Top 5 APM best practices 1. Ask the big questions first 2. Understand the business impact 3. Get the story from all angles 4. Monitor first mile through the last 5. Isolate the problem11 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.
  12. 12. 1. Ask the big questions first Is my application performing properly? What is the business impact? Is it impacting internal productivity or driving customers away? Is the problem affecting my most important customers or users? Is the problem affecting all users -- or just a portion? How is my performance trending over time and how do I compare to my competitors?12 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.
  13. 13. 2. Understand the business impact E commerce Increasing abandonment of shopping carts Return visits declining Product searches slowing down How many customers are affected? Enterprise Apps ERP application performance slowdowns at end of month reporting periods impacting compliance, fiduciary obligations Impact of sluggish performance outages on end staff productivity The answers will prioritize your response13 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.
  14. 14. 3. Get the story from all angles Monitor physical virtual environments View performance from data center, service provider client Use multiple monitoring perspectives Real user monitoring for the actual experience Synthetic testing for objective comparisons14 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.
  15. 15. 4. Monitor from first mile through the last Data center and/or the cloud Continue through web infrastructure Third party service provider SLA compliance Don’t forget the last mile More than just the browser client Local ISP, mobile carrier coverage, client type, plug-ins, etc. across key regions/locales15 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.
  16. 16. 5. Isolate the problem Is the problem internal? Is the problem software-related? Are apps performing equally well across all browsers, native environments devices? Are apps architected properly? Is virtualization helping or hampering performance? Is the problem carrier or region-specific? Are my ISPs, CDNs or cloud service providers meeting their SLAs? Are there patterns to SLA problems? Do I need more CDNs? Should I change my ISP or cloud provider? Monitoring every part of the app delivery chain provides the answers16 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.
  17. 17. Agenda The End User Experience – where APM rubber meets the road Why Traditional APM falls short End User Experience: Top 5 APM Practices The Journey to APM17 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.
  18. 18. The Journey to APM: Strategy Goal Measure: End User Experience key APM pillar for any people-facing application Goal: ID business impact of all app performance issues Support continuous improvement18 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.
  19. 19. The Journey to APM: Solution Requirements Tracks performance from end user perspective across entire app delivery chain Pinpoint isolate fault domains to ID root causes of app performance issues Supports continuous improvement Supports readiness testing prior to production launching 12 Role-based performance reporting19 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.
  20. 20. The Journey to APM: Phased approach Prioritize key pain points Plan staged roadmap Maturity models can be useful guides APM strategies aren’t built in a day!20 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.
  21. 21. Thank you Tony Baer, Senior Analyst tony.baer@ovum.com21 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.
  22. 22. Are Your Applications Delivering What Your End-Users Expect? 5 Best Practices to Improve Your APM Strategy and Ensure a Positive End-User Experience Steve Tack - Compuware APM CTO June 14, 2011
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