Best of the Web- Compuware Web and Mobile Performance Awards

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The Compuware third annual Best of the Web offers insight into the top performing Web and mobile sites for 2011 across seven industries. These leaders understand that excellent Web performance improves business results and overall customer satisfaction.
Join Eric Schurr, Senior Vice President of Marketing and Jonathan Ranger, Director of the Gomez Benchmarks from Compuware for a discussion on the third annual Best of Web to hear:
• How we've expanded our award coverage to recognize the leaders in providing end-user experience from the Gomez Last Mile, added new vertical markets and increased the number of mobile performance awards
• An announcement of the award winners
• Insight into the leaders' best practices for optimizing Web and mobile site performance

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  • Evaluate end user experience from complementary viewpoints:Backbone - Synthetic and controlled monitoring and testing environment assuring consistency in policy and approach.Last Mile – Organic assessment directly from the end user to your firewall.Next slide is Application Delivery Chain putting all the pieces together.
  • Last updated or created: April ‘11Key themes:Gomez covers the globe with the most comprehensive testing networkWe are where your customers areTalk trackThis is a visual depiction of our global testing network.You can see where our Backbone and Last Mile testing locations are.Our Last Mile locations literally span the globe and allow you to test and monitor from any significant location in the world. And it’s growing every day.You can use these for a combination of monitoring and load testing.You can’t see the locations for the virtual test bed because it’s virtual – i.e. location independent.And, as the blue areas indicate, we can monitor your actual end users literally wherever they are on the planet
  • Last updated or created: April ‘11Key themes:Major change #2: The internet is way more complexTalk trackThe second big change is that the Internet is more complicated than it used to be.Many companies use one or more CDNs to accelerate their web app.Most websites use third party/cloud services as part of their app. Compuware data indicates that the average web transactions involves more than 10 distinct hosts.The mobile explosion is also upon us. We need to deal with mobile carriers and devices, including smart phones, iPads, etc.And now there is a wide variety of browsers in the market. It used to be easy: everyone used IE. Now there are many versions of IE, each one works differently than the others, and Firefox, Chrome, and Safari all grabbing their own share of the marketBoth customers and employees live at this “edge of the internet,” using all of these browsers and devices.
  • AirTran - 2011 Gold, 2010 Silver and 2009 Bronze Best Western - 2011 Gold, 2010 Silver and 2009 Silver
  • How fast do your pages need to be?
  • Last updated or created: April ‘11Key themes:Traditional APM focused on component monitoring in the data centerTalk trackApplications are delivered via a combination of hardware, software, and services called the “ application delivery chain.” Everything in this chain has to work together to successfully deliver an application to a user, including employees using enterprise apps on a corporate WAN inside the firewall, or customers at the “edge of the internet” using an ecommerce website, or employees in their home offices access enterprise applications remotely.Traditional APM tools were built for a relatively simple view of the application delivery chain, and they made a simple assumption: if the components of your infrastructure are working properly – that is, if your database, network, and servers are all getting “green lights,” then we can assume your users are happy.
  • Last updated or created: April ‘11New slideKey themes:This is today’s app delivery chainTalk track
  • Last updated or created: April ‘11Key themes:Problems happen every day in the ADCMany things can and do go wrong in delivering applicationsYour users and customers expect you to control them allYou cancontrol these issues, but you must be aware of them firstTalk trackProblems occur every day along the ADC. Unfortunately, there are a long list of possible issues.This slide shows examples of the various issues that can occur at any point along the chain. It’s pretty ugly, because there’s a lot that can go wrong.Some of these can occur inside and outside your firewall.They happen every day. And the harsh reality is: they change everyday, too. You can get them right one day and something goes wrong the next.Your users expect you to control these issues. If they try to visit your site or run you’re an application and it doesn’t work, they hold you responsible. The good news is that all of these issues can be controlled – but first you need to be aware of them. That’s the first step to fixing them and ensuring your user has a positive experience.Notes to the speakerDon’t go over all the items on this slide. It’s an ugly slide, and it’s meant to be, because we’re trying to convey how many things can go wrong. The main point of the slide is “look at all these problems,” rather than “let’s talk about an individual problem.”
  • Last updated or created: April ‘11Key themes:You need to “sit where your customers sit” and view your application from their perspective.You need to adopt an outside-in viewYou need to do this regardless of what company or tool you useTalk trackThe answer to understanding and controlling the application delivery chain is to take a new view on your application: you need to adopt an outside-in, customer/user point of view. You need to “look back” at your application and infrastructure the same way your customers and users do: by operating and running it “from the outside in”What does this mean?<click to animate>It means you need to test and regularly monitor your application the same way your customers/user use it. So, you need to test and monitor: WHAT your users do – run the key transactions that are critical to your business WHERE they do it from – operate your application from the geographic locations that are important to your business. This will ensure that your users get a quality experience regardless of where they are located HOW they do it – if your users are accessing your app through a variety of browser and devices, and you need to do that, too. You need to test and monitor from all the browsers, operating systems, and mobile devices that you users are using.Once you detect a problem, you need to do two things: -- first, measure the business impact of the problem so you can prioritize it. How many users are affected by this? Is it a critical transaction or a less important one? Are my most important users affected or a second tier of users? Armed with this info you can prioritize the problem.-- second, isolate the root cause. Remember, the problem can be anywhere along the ADC. You need to find the root cause and fix it ASAPHow does Compuware help you do this?
  • Last updated or created: August‘11Key themes:App performance is a central concern for many groups in a company. Here are the main fourThere is lifecycle to app performance, which starts with business requirements, flows to dev, QA, and production operationsCompuware unifies the lifecycle by providing common tools, data, and metrics.Talk trackApplication performance is a central concern to many groups in a company. They each have their own particular concerns related to app performance. Business is concerned with how they can use app performance to be a competitive advantage.Development is concerned with agility: how they can build and fix performance into an application faster?QA is concerned with quality: how can they ensure performanceOperations is concerned with stability: how can they keep things running smoothly?They are linked via an Application Performance Lifecycle. This lifecycle starts with business requirements, flows to Development, into QA, and then into operations. As issues arise or the business changes, the lifecycle repeats. Because of the importance of application performance, businesses are looking to move thru this lifecycle with rapid agility. Compuware unifies this lifecycle by providing two main items:<click to animate>Common metrics for business, development, and operations teams. These common metrics provide a common view of how app performance affects the business, and helps these groups prioritize requirements and issues.<click to animate>Common tools, data, and diagnostics for dev, QA, and Operations teams. This is based on PurePath technology that tracks all transactions all the time. This eliminates the need to reproduce issues (because the data is contained in the tracked transactions). It creates a “lingua franca” for Operations, Dev, and QA so they have a common view of the issues. Ultimately this saves a lot of time and money.
  • Thank you for your time today. I am now going to pass the session back to Jennifer .
  • Best of the Web- Compuware Web and Mobile Performance Awards

    1. 1. AGENDA • Why Performance Matters• Why Application Performance Matters • The Best of the Web: this year’s report• The Best of the Web: This Year’s Report • Announcing…the 2011 Winners!• Announcing…the 2011 Winners! • Winner Spotlights• Winner’s Best Practices • Lessons Learned from the Award Winners• How to Improve your Application Performance
    2. 2. What is the Best of the Web?• Annual study of web and mobile performance• Goals of the study – Recognize the fastest, most available and most reliable sites – Identify web performance best practices
    3. 3. Application Performance Matters: PoorPerformance Impacts Business Results
    4. 4. AGENDA • Why Performance Matters• Why Performance Matters • The Best of the Web: this year’s report• The Best of the Web: This Year’s Report • Announcing…the 2011 Winners!• Announcing…the 2011 Winners! • Winner Spotlights• Winner’s Best Practices • Lessons Learned from the Award Winners• How to Improve your Application Performance
    5. 5. This Year’s Report • Winners in seven industries – Automotive, Financial Services, Healthcare, Insurance, Media, Retail, Travel • Gold, Silver, Bronze for business process transaction • Mobile Leader across four carriers and top devices • One Web – Home page on the Gomez Last Mile + mobile site home page + business transaction • New award: Last Mile Leader
    6. 6. Last Mile Monitoring Provides Insight into Real-User Experience Top Retailer Response Time • Last Mile: 8 sec • Internet Backbone: 2 secBackbone Last Mile• Clean room • End user desktops environment • Measured using local• Measured using global ISP and end user Internet Backbone location
    7. 7. Measurement Approach Backbone Last Mile Mobile Web Performance Web Performance Mobile Performance Monitoring Management Management and • 30 locations 150+ locations Load Testing 150,000+ locations • 5,000+ supported device profiles
    8. 8. There is Really only “One Web” + +Home Page Performance Mobile Site Business Process Transaction From the Last Mile Home Page Performance • Product Search • Review product info • Add to cart
    9. 9. Methodology• Firefox measurements were utilized exclusively for all Backbone and Last Mile reporting• Participants included must have had a minimum of 75% of expected test volume for the reporting period to be qualified to be included the report• Backbone tests utilized the 12 geographically dispersed public benchmark nodes in the US• Mobile tests utilized the 3 geographically dispersed public benchmark nodes in the US• Last Mile tests requested 20 peer evaluations per hour per participant [US peers only]• Final rankings were determined by ranking participant response time, availability and consistency against all qualified participants, adding up the ranking results for each category and then re-ranking the added up results in ascending order.
    10. 10. AGENDA • Why Performance Matters• Why Performance Matters • The Best of the Web: this year’s report• The Best of the Web: This Year’s Report • Announcing…the 2011 Winners!• Announcing…the 2011 Winners! • Winner Spotlights• Winner’s Best Practices • Lessons Learned from the Award Winners• How to Improve your Application Performance
    11. 11. Seven Industries Automotive Media Financial Services Retail Healthcare Travel Insurance
    12. 12. AUTOMOTIVELast Mile Leader: BMW Mobile Leader: Acura
    13. 13. RETAIL BANKINGOne Web Winners (tie): BB&T U.S. Bank Home Page Performance From the Last Mile + Mobile Site Home Page Performance + Business Process Transaction
    14. 14. RETAIL BANKINGCheck Account Details Transaction Gold: Wells Fargo Silver: BB&T Bronze: Regions Bank
    15. 15. RETAIL BANKINGLast Mile Leader: Wells Fargo Mobile Leaders (tie): JPMorgan Chase KeyBank
    16. 16. BROKERAGEGenerate Order Transaction Gold: Fidelity Silver: Charles Schwab Bronze: TD Ameritrade
    17. 17. HEALTHCARE Health Information Health InsuranceLast Mile Leader: Mayo Clinic Last Mile Leader: Universal American
    18. 18. INSURANCE: AUTO & PROPERTYLast Mile Leader: Geico Mobile Leader: Progressive
    19. 19. MEDIA NEWSNews Article Search TransactionGold: MSNBC Silver: NPR Bronze: Dallas News
    20. 20. MEDIA NEWSLast Mile Leader: Mobile Leader: U.S.Associated Press News & World Report
    21. 21. MEDIA SPORTSLast Mile Leader: Rivals.com Mobile Leader: WWE
    22. 22. RETAILOne Web Winner: Dell Home Page Performance From the Last Mile + Mobile Site Home Page Performance + Business Process Transaction
    23. 23. RETAILProduct Order Transaction Gold: Overstock Silver: Gap Bronze: CDW
    24. 24. RETAILLast Mile Leader: Dell Mobile Leader: QVC
    25. 25. TRAVEL - AirlinesFlight Search Transaction Silver (tie):Gold: AirTran Airways Allegiant Air Silver (tie): JetBlue
    26. 26. TRAVEL - Airlines Last Mile Leader: LAN
    27. 27. TRAVEL - HotelsHotel Room Search TransactionGold: Best Western Silver: Marriott Bronze: Choice Hotels
    28. 28. TRAVEL - Hotels Last Mile Leader: Best Western
    29. 29. TRAVEL - AgentsFlight Search Transaction Gold: CheapOair Silver: Cheap Bronze: Priceline Caribbean
    30. 30. TRAVEL - AgentsHotel Search TransactionGold: TripRes.com Silver: HotelGuides.com Bronze: VRBO
    31. 31. TRAVELLast Mile Leader: HotelGuides.com Mobile Leader: JetBlue Online Agents: (Airlines & Hotels) Travel Aggregated (Airlines, Hotels, Online Agents)
    32. 32. Congratulations Multi-Year Winners!Only Three-time Gold Award Winner Only Three-time Mobile Award Winner Three-time Flight Search Transaction Award Winner Three-time Hotel Search Transaction Award Winner
    33. 33. AGENDA • Why Performance Matters• Why Performance Matters • The Best of the Web: this year’s report• The Best of the Web: This Year’s Report • Announcing…the 2011 Winners!• Announcing…the 2011 Winners! • Winner Spotlights• Winner’s Best Practices • Lessons Learned from the Award Winners• How to Improve your Application Performance
    34. 34. Winner’s Best Practices Retail Gold WinnerWeb Performance Best Practices:• Website performance is a strategic priority in the organization• Uphold high standards and maintaining performance by measuring against ourselves and our competitors• Deliver robust content to our customers without impacting the performance of web pages through superior innovation and performance-focused changes “Website performance is important to maintaining the value of the Overstock.com brand. We regularly watch our rankings in the Compuware Gomez survey and take those results very serious. We are proud of this accomplishment.” - Jonathan Johnson, Overstock.com President
    35. 35. Winner’s Best Practices Brokerage Gold WinnerWeb Performance Best Practices:• Continuously measure site performance and benchmark against the industry• Shared metrics and goals from the start; balancing three clear guidelines: reliability, speed and functionality• Real-time view into performance of revenue generating transactions• Ensure that the most important web pages and transactions perform optimally“Closely monitoring web performance ensures we can proactively tune application performance and maximize availability for all our customers and geographies.” - Richard Blunck, executive vice president, digital distribution at Fidelity
    36. 36. Winner’s Best Practices Travel Mobile Winner Web Performance Best Practices: • Share common experience management technologies, metrics and best practices across its mobile and Web initiatives • Established a baseline for historical analysis and benchmark against the competition • Test and monitor mobile services at a frequency that ensures immediate resolution of issues • Ensure content is optimized to perform well on mobile devices with diverse capabilities “We understand the importance of delivering real-time information to our customers on the go,whether it’s booking flights, checking flight status… we’re focused on leveraging new and existing technologies to meet the demands of today and tomorrow.” - Jonathan Stephen, Senior Producer Mobile Products, JetBlue Airways
    37. 37. Winner’s Best Practices Travel Hotel Search and Last Mile Winner Web Performance Best Practices: • Continuously measure site performance and benchmark against the competition • Share metrics and goals across business including IT, sales and marketing • A single strategy team that functions at the intersection of marketing and technology with a focus on overall performance • Ensure web pages and transactions perform optimally, with rapid identification and notification of problems impacting customers • Measure customer experience in key segments, across browsers, devices and regions“We consider website performance to be an extension of customer care. In all such areas, whetheronline or on property, our goal is to lead the industry in providing a superior experience. To us, that means having a culture and processes that prevent problems before they arise. “ - Scott Gibson, CIO and SVP of Distribution & Strategic Services, Best Western
    38. 38. Winner’s Best PracticesSummary• Performance excellence is a pervasive strategy applied consistently across the entire organization• Balance speed with customer expectations – efficiency is delivering the right content as rapidly as possible• Continually share results – everyone has a role in optimization• Focus on maximizing performance impact to meet and exceed core strategic goals – revenue, brand loyalty, brand satisfaction• Recognize end user connect via diverse devices, PCs, tablets, smart phones, and expect the same performance regardless of device• Business and IT must collaborate using a common set of metrics to reach common goals• Analyze, analyze, analyze – the Internet evolves and your competitors optimize every day – if you are not assessing your competitive position constantly you are not competitive• Re-assess; evaluate the impact of your optimization efforts on your competitive positioning before and after the optimization effort
    39. 39. AGENDA • Why Performance Matters• Why Performance Matters • The Best of the Web: this year’s report• The Best of the Web: This Year’s Report • Announcing…the 2011 Winners!• Announcing…the 2011 Winners! • Winner Spotlights• Winner’s Best Practices • Lessons Learned from the Award Winners• How to Improve your Application Performance
    40. 40. How Fast is Fast Enough?
    41. 41. Benchmark the leaders to ensure customerexpectations are being met Before some recent hardware upgrades, it downloaded in 7 seconds on average. Is that ok? Your homepage currently downloads in 5 seconds on average. Is that ok? Your competitors’ homepages all download in 3 seconds on average. Now, is that ok? 0 2 4 6 8 Context provides a basis for decision-making and prioritization. Homepage Response Time in Seconds
    42. 42. Traditional Application Performance Management Traditional Approach …user is happy DB Network Server The Application Delivery Chain Customers Data Center Browsers Local DB App Web ISPMainframe Server Server Server Major ISP Storage Network Employees Employees
    43. 43. The Reality: End Users Are Often Unhappy Traditional Approach Slow response time …user is NOT happy DB Network Server The Application Delivery Chain Geographic disparities Customers Transactions fail 4 sec’s Data Center 22 sec’s Browsers Local DB App Web ISPMainframe Server Server Server Major ISP Faulty display or operation Storage Network Employees Employees
    44. 44. The Application Delivery Chain The Application Delivery Chain Cloud Customers Private Public Browsers Local Data Center ISP 3rd Party/ Virtual/Physical Environment Cloud Services DB App Web LoadMainframe Servers Servers Servers Balancers Major ISP Storage Network Content Delivery Networks Web Mobile WAN Services Components Optimization Mobile Carrier Devices Employees Employees
    45. 45. The Application Performance Challenge: Problems Everywhere Along the Delivery Chain The Application Delivery Chain • Resource contention • Capacity issues Cloud • Slow bursting Customers Private Public Browsers Local Data Center • Inconsistent geo performance ISP • Bad performance under load Third-party/ Virtual/Physical Environment • Blocking content delivery Cloud Services • Poorly performing DB App Web Load • Network JavaScriptMainframe Servers Servers Servers Balancers Major peering • Browser/ ISP problems device • Poorly performing • Network incompatibility Java or .NET problems • Bandwidth methods throttling • Pages too big • Bandwidth • Network • Slow • Inconsistent • Low cache Storage SQL or Web services contention • Improper load peering connectivity hit rate transactions Network problems Content balancing • Outages • Server performance Delivery Networks Web Mobile WAN Services Components Optimization Mobile • Configuration issues • Oversubscribed POP Carrier • Poor routing optimization Devices Employees Employees • Low cache hit rate • Network resource shortage • Faulty content transcoding • SMS routing / latency issues
    46. 46. Adopt a Customer/User Point of View Test/monitor your app the way your users access it: • What they doThe Application Delivery Chain (key transactions) • Where they do it (geographic locations) • How they do it (browsers and mobile devices) Prioritize and resolve issues Cloud Customers Private Public • Measure the business impact (users) Browsers Local Data Center • Isolate root causes ISP 3rd Party/ Virtual/Physical Environment Cloud Services DB App Web LoadMainframe Servers Servers Servers Balancers Major ISP Customer/user point of view Storage Network Content Delivery Networks Web Mobile WAN Services Components Optimization Mobile Carrier Devices Employees Employees
    47. 47. Unify Your Application Performance Lifecycle Business Development “Competitive advantage!” “Agility!” Common metrics Common tools, • Common view of how data, diagnostics performance affects Application • All transactions all the business time • Common basis for Performance • No need to reproduce prioritization, planning issues • Common view of performance • Saves time, money Operations QA “Stability!” “Quality!”
    48. 48. Q&A Send questions via ‘chat’ Best of the Web Awards Report available today athttp://www.compuware.com/application-performance-management/best-of-the- web-2011.htmlDistributed to all webinar registrants Look out for 2011 Trends Report available later this quarter

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