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End User Experience: Do you know when your users' experience is bad?: John Dormon, BMC Software
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End User Experience: Do you know when your users' experience is bad?: John Dormon, BMC Software

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If you aren’t monitoring your end users’ experience, you really have no idea what your users are seeing. And if you aren’t able to see what each and every user is doing at any time, from any device …

If you aren’t monitoring your end users’ experience, you really have no idea what your users are seeing. And if you aren’t able to see what each and every user is doing at any time, from any device and location, and through any given path – then it’s going to be very hard to figure out if there is an issue and how pervasive the issue is, much less determine the cause.

This presentation will cover the value of monitoring from the end user perspective so you can meet your service levels, ensure customer satisfaction, and avoid costly business disruption.

Published in: Technology, Business

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  • 1. End User Experience: Do you know when things are going bad? John Dormon
  • 2. 99.9% 2© Copyright 11/12/2013 BMC Software, Inc © Copyright 11/12/2013 BMC Software, Inc 2
  • 3. IT Availability … It’s a Matter of Perspective 3© Copyright 11/12/2013 BMC Software, Inc © Copyright 11/12/2013 BMC Software, Inc 3
  • 4. IT Availability … It’s a Matter of Perspective 4© Copyright 11/12/2013 BMC Software, Inc © Copyright 11/12/2013 BMC Software, Inc 4
  • 5. It starts with the End User … • Top 3 Challenges for Managing Application Performance • • • Lack of visibility into end user experience Proactive problem detection before users call to report Inability to measure business impact of application performance related issues “End user monitoring tools need to provide deep insight into end-user behavior and application usage patterns and provide performance baselining to ensure IT service degradation is understood, analyzed, remediated and, in certain cases, avoided.” 74% of end user problems are not detected by IT Forrester Report on “IT is a Business Risk” Only 4% of users will actually report an application problem Network World Survey - WILL CAPELLI, RESEARCH VICE PRESIDENT 5© Copyright 11/12/2013 BMC Software, Inc © Copyright 11/12/2013 BMC Software, Inc 5
  • 6. ISP-Carriers-Browsers Apps-Devices-Java Script ? ? Private Cloud Public Cloud ? ? Front End Management End User Experience Back-End Management Data Center Performance & Availability 6© Copyright 11/12/2013 BMC Software, Inc © Copyright 11/12/2013 BMC Software, Inc 6
  • 7. “WHAT” … Web Tier Real Time, Synthetic & Real User Monitoring and Analytics TRANSACTIONS    Focused on actual application response Captures end-user transactions in real time Non-intrusive, passive data collection with quick time to value Identify issues before users call to report the problem 8© Copyright 11/12/2013 BMC Software, Inc © Copyright 11/12/2013 BMC Software, Inc 8
  • 8. “WHAT” … Client Activity Thick Client Web / HTTP Rich Internet Java ATERNITY for EUEM monitors any business process within any app running on any type of device Productivity Desktop Virtualization Application Virtualization Mobile 9© Copyright 11/12/2013 BMC Software, Inc © Copyright 11/12/2013 BMC Software, Inc 9
  • 9. “WHERE” … Real Time, Application Transaction Tracing TRANSACTIONS    See the hop-to-hop performance of your transactions Isolate latency problems Identify the source of a failed transaction Identify where application issues are occurring 10 Copyright 11/12/2013 BMC Software, Inc © © Copyright 11/12/2013 BMC Software, Inc 10
  • 10. “WHY” … Identify the Root Cause of Poor Performance Full Diagnostics into Application, Middleware & Application Infrastructure 11 Copyright 11/12/2013 BMC Software, Inc © © Copyright 11/12/2013 BMC Software, Inc 11
  • 11. The Visibility Gap Closed Application Performance Management End to End End User Experience Mgmt App Tier Deep Visibility/Tracing From the end-user perspective 12 Copyright 11/12/2013 BMC Software, Inc © © Copyright 11/12/2013 BMC Software, Inc 12
  • 12. Integrations EUEM MainView Application Diagnostics BATT ProactiveNet CMDB Capacity Optimisation © Copyright 11/12/2013 BMC Software, Inc ITSM 13
  • 13. Use Case “Detecting problems in the past could take days or weeks. Now it takes minutes. And mean time to repair is orders of magnitude faster because we start troubleshooting much sooner. We don’t have to switch tools. We just drill down from BMC End User Experience Management . We can tell if the problem is in one of our systems or in the customer environment and we can drill right down to the SQL query level if need be.” DERRICK D. COBEY CHIEF TECHNOLOGY OFFICER
  • 14. Learn more at www.bmc.com © Copyright 11/12/2013 BMC Software, Inc 15