Header 1. John T. Irwin Software Consulting Manager EMEA Managing End User Experience

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1 Header 1 John T. Irwin Software Consulting Manager EMEA Managing End User Experience

2 BSM Addressing Proactive Operations Planning, predictive analytics, and preventative automation to improve IT s response to business demand Proactive Availability and Performance Management - Avoid outages and maximize uptime and operational efficiency Application Performance Management - Meet application service levels by focusing on what s important to the business and avoiding costly application performance issues Capacity Optimization - Proactively optimize IT resources to increate business agility and reduce IT expenditures Copyright 12/2/2011 BMC Software, Inc 2

3 BSM Addressing Proactive Operations Planning, predictive analytics, and preventative automation to improve IT s response to business demand Service Level Management Service Model Application Performance Management - Meet application service levels by focusing on what s important to the business and avoiding costly application performance issues Capacity Optimization Dashboards & Analytics Event & Impact Management CMDB / CMS Discovery & Dependency Application Performance Management Availability & Performance Management Copyright 12/2/2011 BMC Software, Inc 3

4 BMC Application Performance Management Application Performance Mgmt Synthetic Transaction Monitoring Real User Monitoring and Impact Analysis Application Deep Dive and Transaction Tracing Exceed service levels and avoid application failures Proactively measure transaction response times, availability and accuracy Service level reporting Monitor actual end user transactions Dynamic baselining and problem localization Real user impact analysis and service level assessment Deep dive application diagnostics End user and transaction correlation Transaction tracing and profiling App discovery and dependency mapping Core Offerings BMC End User Experience Mgmt 360 degree visibility into EUE and impact on user behavior BMC Application Transaction Tracing Hop to hop transaction tracing across all platforms Supporting Offerings BMC Application Problem Resolution BMC ProactiveNet Performance Mgmt BMC Middleware Monitoring BMC Application Release Automation BMC Atrium Discovery and Dependency Mapping BMC Atrium CMDB Core Service Offerings Rapid results for Application Performance Mgmt Dev-Ops Collaboration Share critical info between Dev and Ops Optimize application performance Diagnose application release failures Automated triage and repair Copyright 12/2/2011 BMC Software, Inc 4

5 Web Application Performance Impacts Every Industry Software-as-a-Service - Service Level Agreement shortfalls - Lower adoption - Lost renewals ecommerce (Media etc) - Missed sales opportunities - Reduced customer loyalty - Inability to adapt quickly Enterprise - Lower productivity - Lower adoption - Employee complaints SaaS ecommerce Enterprise Copyright 12/2/2011 BMC Software, Inc 5

6 Web is Strategic for Business Organizations compete on effectiveness - More efficient processes - Better customer experience - Greater agility bringing products to market The Web is the basis for this improvement - Revenue growth, cost reduction - Customer-facing and back-office Example: growth of SaaS for enterprise applications - Growing to $16 Billion by 2013 * * Gartner Market Trends 2009 Copyright 12/2/2011 BMC Software, Inc 7

7 BMC End User Experience Management Why Would a Customer Do Anything Now? Revenue generating applis/websites are 10 times more likely to experience slowdowns than outages Organizations are losing nearly twice as much revenue on performance issues compared to outages Average revenue loss of website - Slowdowns is $4100/hour - Downtime is $21,000/hour 60-70% of online users experienced slow performance in the past 12 months - >50% unlikely to return to a problem web site % likely to visit a competitor site Users of internet applications only report 1% of errors - <20% of errors are detected by existing tools - <4% of users will report an error 50% of companies report 24% of issues are unresolved for 24 hrs+ IT STILL commonly solves problems with silo-focused tools, expert opinion, and work-around Operational and Business Goals Prevent loss of revenue Improve customer satisfaction Avoid damage to brand reputation Reduce MTTR for app performance issues Increase confidence in new app rollouts Make better informed decisions about changes to enterprise infra Copyright 12/2/2011 BMC Software, Inc 8

8 Needs of Application Stakeholders Line-of-Business Are our users happy or frustrated? Do we meet our service objectives? Web Application Web Operations How proactive are we in finding and fixing problems? Application Development Does the new version of code perform better or worse? Copyright 12/2/2011 BMC Software, Inc 9

9 Web Application Environments are Increasingly Complex Correlation between individual application ecosystems and enduser experience is uncertain SaaS Virtualized or Multiple Datacenters Application Delivery Networks Managed Services (IaaS or PaaS) Copyright 12/2/2011 BMC Software, Inc 10

10 End to end application visibility for Enterprise / Cloud / SaaS Proactive From Application the data-center Performance perspective Management CDN End to End Web Tier App Tier DB Tier BMC End User Experience Mgmt Deep Diagnostics From the end-user perspective Copyright 12/2/2011 BMC Software, Inc 11

11 BMC End User Experience Management Capabilities & differentiators 20/20 Visibility Meet Service Levels - Eliminate blind spots without information overload Automated Forensic Analysis Improve Availability - Analyze & present EUE data in meaningful & easy-to-use format End User Behavior Monitoring Meet Business Expectations - Real-time business impact analysis - Baseline End to End Application Performance Monitoring Reduce Costs- Detect & diagnose problems from the data center to the end user Ease of use = Time to Value Meet Business Expectations - Scalability with rapid time to value Copyright 12/2/2011 BMC Software, Inc 12

12 BMC End User Experience Management Time to Value Turnkey and transparent No changes to code, server, or content Transmits no traffic Has no points of attack Adds no delay Requires no additional server or database infrastructure * Works with HTTP and HTTPS Copyright 12/2/2011 BMC Software, Inc 13

13 TrueSight Enterprise Edition Deployment Collector for data collection at the data centers - Full HTTP/HTTPS decode - Confidentiality policies applied to scrub/mask sensitive data Analyzer to consolidate and analyze data from Collectors - Identify users, match objects to pages, examine errors - Baseline performance, detect incidents, build reports and data analysis Collector DC1 Analyzer DC2 DC3 Collector Collector Copyright 12/2/2011 BMC Software, Inc 14

14 BMC End User Experience Management Forensic Analysis View a single user and track their activity across an application See where someone encountered a problem, or why a particular instance of a page took a long time to load Copyright 12/2/2011 BMC Software, Inc 15

15 AIM Automated Baselining and Anomaly Detection 1 End-user traffic 2 Automatic baselines 3 Incident 4 detection Errors higher than normal! Problem localization Before/after Speed problem at 2PM! Who/what? Traffic volume too low! 5 Session transcripts and drilldown Joe Sam Mary Bill 6 Report across sessions Watchpoints Search page Copyright 12/2/2011 BMC Software, Inc 16

16 The end to end application performance management challenge No application is an island end user experience depends on many components Traditional monitoring tools can t provide visibility and diagnostic insight into application performance issues To meet service levels IT operations and application owners need a solution that monitors and diagnoses all in one console BMC End User Experience Management Application Flow Monitoring (EUEM) End User Experience Deep Diagnostics Transaction Tracing Transaction Tracing Copyright 12/2/2011 BMC Software, Inc 17

17 1st Click View slow end-user responses See corresponding slow end-user responses identified by BMC EUEM and caused by application tier (i.e. not the network) Slow due to host slowness AppVis details details details Drilldown to Deep Diagnostics (Back-end) Copyright 12/2/2011 BMC Software, Inc 18

18 2nd Click Troubleshoot the session code-execution path In DeepDiagnostics, troubleshoot the problematic user request, and drill-into code hotspots and slow SQL Easily follow the transaction across tiers and see external call details 10 second response Copyright 12/2/2011 BMC Software, Inc 19

19 3th Click Identify Root Cause down to the line of code Identify the Root Cause for all the common application performance and availability problems Enable close collaboration between App Ops & Dev Isolate Specific SQL Query Copyright 12/2/2011 BMC Software, Inc 20

20 BMC Real EUEM measure timings and integration 1 Passive packet capture on network monitors and measures Web pages loaded by all users 6 Akamai records can augment performance records with receipt data 7 JavaScript or instrumented beacons provide measurements of reported page load times from the end users browsers, and can provide visibility to RIA applications 5 BMC TM ART Synthetic transaction testing 2 BMC AppSight Application Transaction Monitoring for Java &.Net 4 BMC Remedy IT Service Mgmt BMC ProactiveNet Performance Mgmt 3 Copyright 12/2/2011 BMC Software, Inc 21

21 BMC Real EUEM Screenshot Samples Real-time shareable dashlet Fully configurable regions / levels Filters for volume / performance Regional performance ticker Historical replay timeline Focus on Load / Availability / Performance Auto-detect normal vs. abnormal patterns Send alerts for critical incidents Localize using changes in traffic attributes Full set of widgets Real-time gauges, A/B bar graphs, etc User-defined dashboards Focus vertical (application) or horizontal (load) Secure export to external portals Focus on applications or transactions Define satisfied vs. tolerating vs. frustrated Percentile-based trending Compare performance against load Copyright 12/2/2011 BMC Software, Inc 22

22 Global Visibility of Application Performance Real-time global dashboards Fully configurable regions / levels Regional performance ticker Historical replay timeline Copyright 12/2/2011 BMC Software, Inc 23

23 Launch investigation Investigate slow performance directly from dashboard Copyright 12/2/2011 BMC Software, Inc 24

24 Watchpoint filter to report on business context Logins or portions of the site that require specific user identification A process that people follow (add to cart, start checkout, enter shipping, Purchase Complete!, etc). Tracking areas of a website (Entered the portal, Chat room, Left the Portal and entered gaming area, etc.) Money making or losing events - Checkout; Submit; register; Credit Card Validation, Purchase Complete!, etc. Serving Content - like serving Ads or delivering specific content (like PDF downloads). Form Submitting - tracking form completion, POST parameters, etc. Regional traffic - Locate Offices or remote groups of users Browser Type or Device Types (Mobile users, IPads, DSL users, IE8 browsers, etc). Desired v.s Non-desired traffic (i.e. Bot vs. Not-Bot traffic) People v.s. Applications (i.e. B2C vs. B2B or background apps vs. Web frontend) Error or Issue Tracking Copyright 12/2/2011 BMC Software, Inc 25

25 Learn more at Copyright 12/2/2011 BMC Software, Inc 26

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