Real User Experience Insight

Transcription

1 Real User Experience Insight Dick Vonk, Solution Sales

2 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. It provides analysis and notifications when not performing, and provide intelligence about user behavior. What is it not? Web Analytics, because that is all about user behavior. What are the benefits? Maximizing value of business critical web applications by: Identifying lost revenue from frustrated users; Delivering insight into real end user experienced service issues and start working on the resolution before end users start complaining Reducing support costs by lowering call center volumes Aligning IT and Business: Insight into business trends & user preferences and Service Levels on real end user metrics.

3 Why should you care? Poor Performance Issues Typical Results in 10% Revenue Loss Joint study between Gartner Research and Response Tek

4 Why traditional solutions fail End-User Experience on webbased applications End-User Experience Management Poor Experience Complaints Synthetic Business Monitoring Application Monitoring All Systems Go IT Infrastructure Monitoring

5 Immediate pains of performance monitoring 74% of problems are reported by the end users through the service desk, not detected by infrastructure management (!!!) An average of 6 service desk calls are needed to identify the problem owner Typical SLA: 95% of level 1 problems are answered in 2 hours

6 Server Response Time Network Response Time Non intrusive monitoring: Network Protocol Analysis KPI / SLM Client-ip, Server-ip, Gateway-ip Requested URL (Page,Object) Cookie/Session-id Referrer GET & POST requests User agents (phone type) Page request Internet Firewall Real User Insight Switch BI Reporting Response? Server error, web site error, Hit OK Content of page (i.e order details, functional errors) Web server Web server Web server Delivered? Aborted? Network timeout? DB DB Error Replay Page, XML / SOAP content

7 Business Driven Application Management Are my customers happy? How is the order intake doing? Where is the order process stuck? What is the root cause of the problem? MW & DB Diagnostics Transaction tracing End User Diagnostics

8 Order slow-down Alert What services were invoked, what component is responsible?

9 Business Applications Specifically designed target for APM reporting End User Management System Management Service Management FMW Diagnostics

10 <Insert Picture Here> Case Story

11 Real Life Business Case: Christmas Eve - User Experience Suffers Overall performance was affected from after about 16:00, resulting in a drop of total pageviews and frustrating long page load times Root cause: Updates and latest manuals sections Overall pageview performance -Green = Satisfied -Orange = Tolerating -Blue = Frustrated Overall Page load time (blue) sec Client aborts (orange) %

12 Business Case: Affected Sales Sales went down 27% on Christmas day when a sales surge was expected. Successful transactions dropped from 955 to 689. Decline of 27% in sales!

13 Business Case: Send Message to Affected Users RUI drill-down feature shows list of affected users on 25th after 15:00hrs

14 Summary for Oracle Real User Experience Insight 100% non-intrusive, passive No changes or instrumentation to the monitored applications Becoming the preferred choice for monitoring business services Strongest portfolio with Oracle Application templates: Faster problem resolution Increased application availability Better customer experience Pioneer in Real User Monitoring Network Protocol Analysis pioneer Industry recognition

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