Compuware ASEAN APM User Conference 2013 - Telstra Case Studies

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Compuware ASEAN APM User Conference 2013 - Telstra Case Studies

  1. 1. 11 June 2013
  2. 2. 2 Java .NET PHP C++ Oracle SAP CICS Big Data Compuware APM Addressing Application Complexity
  3. 3. 3 Java .NET PHP C++ Oracle SAP CICS Big Data true user experience at the browser/app synthetic external and internal Compuware APM A Comprehensive Approach app and network performance contribution
  4. 4. 4 Compuware APM APMaaS
  5. 5. 5 Key Topics
  6. 6. 6 Business Requirement: Increase Online Interaction • Customers faced with poorly performing Web & Mobile applications will transact less online, preferring call centers or competitors – leading to higher costs and lost opportunities • Poor Web & Mobile applications performance means that users are unlikely to recommend an organization to others which will negatively impact the net promoter score (NPS). • Increased Web & Mobile interactions means increased complexity Current Online Service and Sales Transactions Future 6% 35%
  7. 7. 7 Telstra Use Cases Web Mobile Cloud Enterprise Big Data
  8. 8. 88 WEB • Online Billing • Online Service Portal • Customer Services Portal • Telstra Shop • Chat • Tcom Services • DDC • Live
  9. 9. 99 Online Billing
  10. 10. 10 Online Billing
  11. 11. 1111 Top 5 Recommendations MQ Connection Opening/Closing Chatty Communication Redundant SQL Execution High Garbage Collection Frequent MQ Exception Correlated to Trx
  12. 12. 1212 MOBILE • Telstra 24x7 • AFL • NRL • Horse Racing • Music
  13. 13. 1313 47% of mobile users had a problem in the past year when accessing an app on their phone Challenge: Mobile & Web App Performance Impacts Business Results “Mobile apps live and die by their rating in an app store…When the rating suffers, the customer adoption rate suffers.” Margo Visitacion, VP, Forrester Research
  14. 14. 1414 End-to-End From The Edge Browser & Mobile Device End User Browser Native App Third Party Proxy The Application External External DB
  15. 15. 15 Data usage cannot be calculated… (1) Bad User Experience documented on Oct 23rd 2012 Errors… Bad User Experience documented on Oct 23rd 2012 Slow…
  16. 16. 16 User has noticed slow “Log In” and had problems to retrieve the mobile data usage Data usage cannot be calculated… (2) By capturing 100% of the user visits and transactions all the time we can simply search the user’s visit.
  17. 17. 17 Data usage cannot be calculated… (3) User’s visit has been found. We can verify that the majority of the “Log In” time is spent on the server side. Click on “Log In” took 21 seconds. Log In was frustrating.
  18. 18. 18 Data usage cannot be calculated… (4) Requesting mobile data usage leads to 500 errors Traffic light indicates that “Log in” fails partially Let’s diagnose root-cause.
  19. 19. 19 Data usage cannot be calculated… (5) Out of the box we can follow “Log in” end to end.
  20. 20. 20 Data usage cannot be calculated… (6) Many exceptions and errors after calling “MobileDataUsageMeter” service
  21. 21. 21 Data usage cannot be calculated… (7)
  22. 22. 22 Data usage cannot be calculated… (8) From here we can export the failed transaction and share with the development team.
  23. 23. 23 Data usage cannot be calculated… (9) Improving user experience By Managing Business Transactions end-to-end will naturally lead to increased numbers of Mobile App users.
  24. 24. 2424 ENTERPRISE • CRM (Seibel) • Wholesale Portal
  25. 25. 25 Telstra CRM (Siebel) Business impact information Synthetic performance Service quality trends Key enterprise applications App deliver chain performance
  26. 26. 2626 CLOUD Telstra Silver Lining
  27. 27. 2727 BIG DATA • Telstra Digital

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