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Real User Experience Insight External

Real User Experience Insight External

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Real User Monitoring: The Ultimate Measure of
Application Performance

Liz Lehrer, Ph.D. – Senior Technical Sales Consultant
Oracle Real User Experience Insight
Agenda

                            <Insert Picture Here>



•   Overview
•   Our solution approach
•   Use Case
•   Demo
•   Q&A
Start Monitoring What Matters Most
                                              End users
Establish performance relationships
• Map business services to applications    Applications
  and applications to the infrastructure   and
Watch the best key indicator               Application
                                           Services
• Use the end-user’s experience
  executing application transactions as
  the key performance indicator            Middleware
Monitor applications in-depth
• Monitor application components to
  provide diagnosis and remediation        Database
Report in business terms
• Establish and report Service Level       Host, OS,
  Agreements (SLAs) for business           Storage
  services                                 and Network
                                              Host,
                                              Host, OS
Oracle Real User Experience Insight

• What is Real User Experience Insight?
 Real User Experience Insight monitors real user activity to ensure web-
 based applications perform to expectations, provide analysis and
 notifications when not performing, and provide intelligence about user
 behavior.


• What are the benefits?
  • Highlight lost transactions from frustrated users
  • Identify service issues and work on the resolution before end users
    complain
  • Reduce support costs by lowering call center volumes
  • Define metrics that are end-user and business transaction focused
Oracle Real User Experience Insight
How does it work?

       Collected data:                            Page
                                                  request
•Client-ip, Server-ip, Gateway-ip




                                                                            Network Response Time
•Requested URL (Page,Object)
•Cookie/Session-id                                                                                      Internet
•Referrer
•GET & POST requests
• User client (browser type)
                                                                                                             Firewall




                                    Oracle RUEI                                                          Switch




                                                     Server Response Time
    •Response?
    •Server error, web site
                                                                                                    Web      Web        Web
     error, Hit OK
                                                                                                    server   server     server
    •Content of page (i.e order
     details, functional errors)

   •Delivered?
   •Aborted?                                                                                           DB          DB
   •Network timeout?
Network Protocol Analysis Technology

•   Passive monitoring solution
•   100% accurate and complete measurements
•   Data collection is 100% non-intrusive
•   No impact on web application performance
•   No changes to applications are needed
•   Abillity to decrypt SSL traffic
•   Deploy in production without costly test/QA
    environment validations

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Real User Experience Insight External

  • 1. <Insert Picture Here> Real User Monitoring: The Ultimate Measure of Application Performance Liz Lehrer, Ph.D. – Senior Technical Sales Consultant Oracle Real User Experience Insight
  • 2. Agenda <Insert Picture Here> • Overview • Our solution approach • Use Case • Demo • Q&A
  • 3. Start Monitoring What Matters Most End users Establish performance relationships • Map business services to applications Applications and applications to the infrastructure and Watch the best key indicator Application Services • Use the end-user’s experience executing application transactions as the key performance indicator Middleware Monitor applications in-depth • Monitor application components to provide diagnosis and remediation Database Report in business terms • Establish and report Service Level Host, OS, Agreements (SLAs) for business Storage services and Network Host, Host, OS
  • 4. Oracle Real User Experience Insight • What is Real User Experience Insight? Real User Experience Insight monitors real user activity to ensure web- based applications perform to expectations, provide analysis and notifications when not performing, and provide intelligence about user behavior. • What are the benefits? • Highlight lost transactions from frustrated users • Identify service issues and work on the resolution before end users complain • Reduce support costs by lowering call center volumes • Define metrics that are end-user and business transaction focused
  • 5. Oracle Real User Experience Insight How does it work? Collected data: Page request •Client-ip, Server-ip, Gateway-ip Network Response Time •Requested URL (Page,Object) •Cookie/Session-id Internet •Referrer •GET & POST requests • User client (browser type) Firewall Oracle RUEI Switch Server Response Time •Response? •Server error, web site Web Web Web error, Hit OK server server server •Content of page (i.e order details, functional errors) •Delivered? •Aborted? DB DB •Network timeout?
  • 6. Network Protocol Analysis Technology • Passive monitoring solution • 100% accurate and complete measurements • Data collection is 100% non-intrusive • No impact on web application performance • No changes to applications are needed • Abillity to decrypt SSL traffic • Deploy in production without costly test/QA environment validations
  • 7. Real User Experience Insight For: Line of Business executives Usage Reports: • Data Browser • Usage by Country/State Business Transaction Analyses
  • 8. Real User Experience Insight For: Application Owners and Application Support Error Reporting User Tracking & Session Replay
  • 9. Real User Experience Insight For: IT Operations KPI configuration, monitoring & trending Function performance analyses
  • 10. TomTom Use Case • Customer: TomTom – Major GPS Provider to consumer markets • Business Issue: • For environmental concerns, decides not to include User Manual in box • Doesn’t inform IT • Expectations: • Large increase in ancillary sales as GPS devices were the season’s hot gift • Reality • GPS devices aren’t really that intuitive so new customers need user manual • Christmas arrives
  • 11. TomTom Business Case: Christmas Eve 2007 - User Experience Suffers Overall performance was affected from after about 3:00 PM, resulting in a drop of total Root cause: users pageviews and frustrating long page load times downloading the manual Overall pageview performance -Green = Satisfied -Orange = Tollerating -Blue = Frustrated Overall Page load time (blue) 4.5 – 37.1 sec Client aborts (orange) 2.6 – 28.4%
  • 12. TomTom Business Case: Send Message to Affected Users Drill-down feature shows list of affected users
  • 13. Integrated problem diagnostics Oracle Enterprise Manager User Composite Database Java Experience Application Diagnostics and Diagnostics Monitoring Management Tuning • Real user & • End-to-End • Resource View • Self-Managing Synthetic monitoring visibility • Cross-tier tracing database • Packaged and • Service and • Memory leak • ADDM custom web apps, systems analysis • Automated SQL xml-soap services • SOA, Portal, JEE tuning • Oracle apps incl. monitoring Oracle Forms
  • 14. Real User Experience Insight For: IT Operations Function performance analyses Integrated diagnostics and discovery for performance bottle- necks
  • 15. Real User Experience Insight Accelerator for Siebel Provides an out-of-the-box real user monitoring solution that automatically discovers Siebel applications. Thereby allowing measurement and monitoring of real user transactions - from clicks to views into business transactions. Each individual user action will be matched to the correct screen/applet/view automatically to provide contextual analyses. When the accelerator is installed the following is reported: • Siebel user-id • Page names based on Siebel URL parameters • Functional errors (marked with SBL-error Code) will be reported as functional errors. • The screen and view in which actions took place, and where applicable also the applet and action are shown 15
  • 16. Real User Experience Insight Accelerator for E-Business Suite Provides an out-of-the-box real user monitoring solution that automatically discovers E-Business Suite. Thereby allowing measurement and monitoring of real user transactions - from clicks to views into business transactions. Each individual user action will be matched to the correct module/form/form block or responsibility automatically to provide contextual analyses. When the accelerator is installed the following is reported: • EBS user-id • Functional errors (marked with ORA-error Code) will be reported as functional errors. • User actions are reported within framework context • Important Forms user actions and performance over all Forms objects. 16
  • 17. Real User Experience Insight Accelerator for PeopleSoft Provides an out-of-the-box real user monitoring solution that automatically discovers PeopleSoft applications. Thereby allowing measurement and monitoring of real user transactions - from clicks to views into business transactions. Each individual user action will be matched to the correct module/site/node automatically to provide contextual analyses. When the accelerator is installed the following is reported: • PeopleSoft user-id • Functional errors (marked with PSFT-error Code) will be reported as functional errors. • User actions are reported within framework context 17
  • 18. RUEI integration with BI • Join real user data with CRM and other <Insert Picture Here> business data • Insight into actions that the user did not take • What products did they not buy? • What price increased abandonment? • Impressions / sales ratio • Suitable for packaged applications as well
  • 19. Demo
  • 20. Q&A