User Experience Monitoring presented at CA World 2011

abstractDennis CorningNimsoft, Director, Product ManagementUsers don’t experience web servers. Or networks. Or databases. Theyexperience applications. Nimsoft User Experience Monitoring gives youthe confidence to know your applications and cloud services are availableand meeting response time goals for your local and global users. In thissession, product experts from Nimsoft will discuss how you can benefitfrom using Nimsoft User Experience Monitoring to dramatically improveservice quality and reduce the costs of IT service delivery. Page 2 @nimsoft & @Dennis_Corning © nimsoft, all rights reserved

agenda Introduction to Nimsoft The Challenge The Solution: Nimsoft User Experience Suite Newest Edition to the Suite: WatchMouse Summary and Next Steps Q&A Page 3 @nimsoft & @Dennis_Corning © nimsoft, all rights reserved

delivering it services Orchestrate IT Differentiate IT Deliver IT Cut complexity and Realign org to support Core vs. Chore cost the business Improve margins Aggregate internal Right-source IT talent and external services (reduce specialist silos) Drive strategic business initiatives Rapidly adopt and Create value through exploit new technology differentiated services New demands and New architectures require a New approach to IT Management Page 5 @nimsoft & @Dennis_Corning © nimsoft, all rights reserved

nimsoft: manage complexity with confidence Unified. Ubiquitous.IT Management Monitor and Service Desk.as a service Now available anywhere. Cloud-ready. Agent-optional; easily deployed on-premises or in the Cloud. Multi-tenant. Scale easily to provide every client a personalized view. Easy. Extensible. Simple point & click configuration. Command line & APIs available. Usage-based. Self-service; meter and charge for resources consumed. Social. Access crowd-sourced knowledge and best practices. Page 6 @nimsoft & @Dennis_Corning © nimsoft, all rights reserved

happy customers. loyal partners. Over 1000 customers • 420+ leading Service Providers • 20,000+ customer deployments • 36+ countries around the world NIMSOFTALLIANCE : NIMSOFTPLACEMENTCENTER Page 7 @nimsoft & @Dennis_Corning © nimsoft, all rights reserved

customer success • Needed monitoring solution • Implemented Nimsoft Monitor • Required rapid time to value • 3 day proof of concept • Rapid deployment • Configuration, No customization • MSP needed to monitor • Implemented Nimsoft customer environments Unified Manager • Provide service management • Simplification made sense • Needed to reduce costs • Implemented Nimsoft Monitor • Minimize complexity • Intuitive user experience reduced complexity and labor costs • Needed to accelerate growth • Implemented Nimsoft Monitor • Required a scalable monitor • Now offers higher value, higher platform margin services using a single monitoring solution Page 8 @nimsoft & @Dennis_Corning © nimsoft, all rights reserved

nimsoft it management as a service Business-aligned » On-premises, in the cloud, or both! » Multi-tenant and usage-based » Convenient subscription terms Reduce TCO, increase ROI » Across all your IT investments » Now, and in the future Manage IT Complexity … with Confidence Page 10 @nimsoft & @Dennis_Corning © nimsoft, all rights reserved

the challenge > Traditional monitoring focuses on monitoring IT components and not what the business cares about. > Increase service levels with decreased budget. > Line of Business now recognize IT is not just infrastructure in the background and wants more control. > Application-centric management is difficult because applications are more modular, redundant, distributed, and dynamic. > APM Market growing at a rate of 15% up 5% from 2010. Source: Gartner 2011 APM Magic Quadrant Sept 19, 2011 Page 12 @nimsoft & @Dennis_Corning © nimsoft, all rights reserved

nimsoft user experience suite: the right solution for the job! Solutions FunctionComponent Synthetic protocol monitoring. Examples: emailResponse send/receive, Ping, URL tests, Citrix, XenApp,Monitors LDAP/DNS/DHCP/WINS service availability inside the firewall. Synthetic user screen level monitoring of any windowsMonitor for App. client/server based application. Supports both thin and thickResponse Time clients inside the firewall. Passive user monitoring of actual end user web activity.Real User Captures user sessions for both inside and outside theMonitor firewall. Synthetic protocol with Real Browser monitoring of InternetWatchMouse facing websites from outside the firewall. 60+ locations Page 14 @nimsoft & @Dennis_Corning © nimsoft, all rights reserved

no end-user experience visibility forcritical business applications End-user DB Server App Server Web Server App 2 App 3 App 4 App 1 HTTP, HTTPS, Web Services Network Router Real Web Traffic: HTTP, HTTPS, Web Services Page 15 @nimsoft & @Dennis_Corning © nimsoft, all rights reserved

application component response monitoring End-user DB Server URL Response, Exchange response App Server ICA Response, SQL Response etc..… Web Server App 2 App 3 App 4 App 1 HTTP, HTTPS, Web Services Network Router Real Web Traffic: HTTP, HTTPS, Web Services Page 16 @nimsoft & @Dennis_Corning © nimsoft, all rights reserved

add nimsoft rum for real end userexperience (performance) monitoring End-user DB Server App Server Web Server App 2 App 3 App 4 App 1 HTTP, HTTPS, Web Services RUM Appliance Network Router Real Web Traffic: Real Web Traffic: HTTP, HTTPS, Web Services HTTP, HTTPS, Web Services End-user Experience Measurements Page 17 @nimsoft & @Dennis_Corning © nimsoft, all rights reserved

what if no traffic? how do you know if web appis available from user’s location? DB ServerEnd-user Offline App Server Web Server App 2 App 3 App 4 App 1 HTTP, HTTPS, Web Services RUM Appliance Network Router Real Web Traffic: Real Web Traffic: HTTP, HTTPS, Web Services HTTP, HTTPS, Web Services No data collecting while user offline Page 18 @nimsoft & @Dennis_Corning © nimsoft, all rights reserved

add nimsoft synthetic user for availability& performance monitoring DB ServerEnd-user Offline App Server Web Server App 2 App 3 App 4 App 1 HTTP, HTTPS, Web Services RUM Appliance Network Router Real Web Traffic: Real Web Traffic: HTTP, HTTPS, Web Services HTTP, HTTPS, Web Services Nimsoft End-user Synthetic Experience Measurements User Page 19 @nimsoft & @Dennis_Corning © nimsoft, all rights reserved

add nimsoft synthetic user for availability& performance monitoring DB ServerEnd-user Offline App Server Web Server App 2 App 3 App 4 App 1 HTTP, HTTPS, Web Services RUM Appliance Network Router Real Web Traffic: Real Web Traffic: HTTP, HTTPS, Web Services HTTP, HTTPS, Web Services Security Nimsoft End-user Synthetic Experience Measurements User Page 20 @nimsoft & @Dennis_Corning © nimsoft, all rights reserved

introducing: WatchMouse to the nimsoft user experience suite SaaS solution for monitoring global Cloud application health Self-service and deploys in less than 10 minutes Rich alerting, dashboards and root cause analysis Alerting via text, pagers, phone, twitter, IM and more. 60+ locations in 40 countries. 600-plus customers including Virgin, America, Twitter, Zappos, and Wordpress. IPv6 and IPv4 enabled Completely customizable to your brand There is a new mouse in the house… Page 22 @nimsoft & @Dennis_Corning © nimsoft, all rights reserved

what can WatchMouse monitor?Global monitoring outside the firewall of: Web Transaction Monitoring » Synthetic user scripts (protocol level) » Multi-step / multi-tier /multi-locations » Record/replay using Jmeter or badboy » Conversion tool for HP LoadRunner/Business Process Monitor/RUM scripts) Real Browser Monitoring » Synthetic user scripts (ajax, JavaScript etc. running in the browser) » Captures browser render time to provide a true depiction of the end user experience API and Web Service Monitoring » REST, SOAP, oAuth, JSON, XML, RSS feeds, openID and XML-RPC. Network Protocols » HTTP(S), DNS, FTP(S), LDAP(S), IMAP, SMTP, SFTP, TFTP, SCP, SIP & XMPP IPV6/V4 Vulnerability Scanning (using Nesus) Page 23 @nimsoft & @Dennis_Corning © nimsoft, all rights reserved

quick startActive monitor list – Set up in minutesPerformance Dashboard shows the availability for all scripts for thedefined timeframe. Page 24 @nimsoft & @Dennis_Corning © nimsoft, all rights reserved

creating synthetic transactionsTwo techniques» Record and replay using Badboy or Jmeter» Conversion tool for HP LoadRunner/Business Process Monitor/RUM scripts Page 25 @nimsoft & @Dennis_Corning © nimsoft, all rights reserved

performance and availability: alerting and notification Performance and Availability Alerts can be sent via: » Email, SMS, Pager, XMPP/Jabber, RSS, MSN, SNMP trap (via plugin) or Web API Supports stopping alerting during maintenance windows Enables escalation of alerts to other group members 8 SMS gateways with 5 providers All alerts are logged on WatchMouse Page 26 @nimsoft & @Dennis_Corning © nimsoft, all rights reserved

understanding the customer experience Monitor, triage and resolve » Understand the user experience globally » Rich reporting and analysis of service levels » Find the problem quickly and understand the impact » Isolate down to a component level » Enables you to monitor both the protocol and browser experience » IPv6 supported Page 27 @nimsoft & @Dennis_Corning © nimsoft, all rights reserved

reporting overview Sample Report Types » Uptime table » Total time » Availability » Downtime » SLA Performance » More…Sample Drill Down Report» Resolve» Connect» Processing» Transfer Page 28 @nimsoft & @Dennis_Corning © nimsoft, all rights reserved

root cause analysisProvides detailed insight in problems and incidents Alarm triggers RCA steps » Highlights steps of the test that were/weren’t completed » Screenshot and Raw HTML captured » Traceroute from one or more stations » DNS analysis » Domain analysis Page 29 @nimsoft & @Dennis_Corning © nimsoft, all rights reserved

real browser monitoring Supports Internet Explorer, Firefox, Chrome & Safari web browser Monitors run from 50+ global monitoring stations Real browser performance metrics (e.g. when all elements been loaded and is the page ready to be rendered in your browser). JavaScript error reporting Timed screenshots of a website loading in the browser (e.g. from a white screen to the full page) Waterfall charts of all embedded elements in a page (images, CSS files, etc.) Page 31 @nimsoft & @Dennis_Corning © nimsoft, all rights reserved

reporting Periodic (day, week, month) reports can be automatically sent as an email or accessed via the console Exports to PDF or Excel, can download Data Cubes for further analysis Your name here! Graphs are PNG or Interactive Flash objects Raw data 30 days Root cause analysis 48 hours Statistical data 1 year Page 32 @nimsoft & @Dennis_Corning © nimsoft, all rights reserved

delivering customer transparency Public Status Pages » Used by some of the biggest names in the industry today » Completely customizable to enable the customer’s own brand » Provides customers with visibility into performance and availability globally » Reduces support calls and cost » Independent validation Public Status Dashboards Page 33 @nimsoft & @Dennis_Corning © nimsoft, all rights reserved

summaryNimsoft User Experience can help:» Accelerate the deployment of business focused management.» Enable IT to mature from managing IT components to business results.» IT deliver on the promise of cloud computing» IT implement a Unified IT MaaS solution that starts and ends with the User Experience Page 36 @nimsoft & @Dennis_Corning © nimsoft, all rights reserved

next steps› Go to www.watchmouse.com and give it a try!› Learn more: General Overview › http://www.watchmouse.com/en/website_monitoring_features.php› Additional information: WatchMouse Blog: › http://blog.watchmouse.com/› Visit www.nimsoft.com/CAworld2011 for a copy of this presentation, Nimsoft demos and more. Page 37 @nimsoft & @Dennis_Corning © nimsoft, all rights reserved

Thank You!› Visit www.nimsoft.com/CAworld2011 for a copy of this presentation, Nimsoft demos and more.› For any questions: Sales@nimsoft.com Page 38 @nimsoft & @Dennis_Corning © nimsoft, all rights reserved

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User Experience Monitoring presented at CA World 2011

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