Webstore internal and external monitoring/systems of electronic commerce. Petri Ahveninen, Compuware Finland

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1 Webstore internal and external monitoring/systems of electronic commerce Petri Ahveninen, Compuware Finland

2 Agenda Compuware Importance of performance and being aware Business impact Different ways to monitor Health check of JYU.FI Few words about cloud computing 2

3 Rock-solid Fundamentals $892M in FY10 $200M Operating Cash flow Customers 23, of the top 50 Fortune 500 companies Growth EPS growth 9% Vantage growth EMEA 37% SaaS Leadership $100M+ SaaS revenue Rapid start-up and payback 3 3

4 Forrester says CAMBRIDGE, MA - September 14, Akamai Technologies, Inc. (NASDAQ: AKAM), released key findings from a commissioned study (www.akamai.com/2seconds) conducted by Forrester Consulting on behalf of Akamai examining ecommerce web site performance and its correlation with an online shopper s behavior. The most compelling results reveal that two seconds is the new threshold in terms of an average online shopper s expectation for a web page to load and 40 percent of shoppers will wait no more than three seconds before abandoning a retail or travel site. Additional findings indicate that quick page loading is a key factor in a consumer s loyalty to an ecommerce site, especially for high spenders. 79 percent of online shoppers who experience a dissatisfying visit are less likely to buy from the same site again while 27 percent are less likely to buy from the same site s physical store, suggesting that the impact of a bad online experience will reach beyond the web and can result in lost store sales.

5 Challenges for IT Operations 1. We don t know about performance issues until end users tell us. 64% of IT service issues are discovered by end users Source: Forrester study commissioned by Compuware 5

6 Challenges for IT Operations 1. We don t know about performance issues until end users tell us. 2. They don t tell us! 2,000,000 customers Poor experience 22% Positive experience 78% 440,000 customers Complain 2% Do not complain 98% Source: Gartner 6

7 Challenges for IT Operations 1. We don t know about performance issues until end users tell us. 2. They don t tell us! 3. We don t know the business impact. 72% say it is challenging to understand business impact of IT issues Source: Forrester study commissioned by Compuware 7

8 Challenges for IT Operations 1. We don t know about performance issues until end users tell us. 2. They don t tell us! 3. We don t know the business impact. 4. Our resolution processes are inefficient. Average # of IT people to identify and resolve performance issues 21% 34% 42% Ten or more people Six to nine people Two to five people 2% One person Source: Forrester study commissioned by Compuware 8

9 Example of Pain Chain CEO Logistics CFO Product line 1 Product line 2 Sales CIO Operations Projects Sourcing Java developer Network specialist DB specialist Load balancer specislist Application server specialist http server specialist 9

10 Example of Pain Chain CEO Market share declining! Logistics CFO Product line 1 Product line 2 Sales CIO Operations Projects Sourcing Java developer Network specialist DB specialist Load balancer specislist Application server specialist http server specialist 10

11 Example of Pain Chain CEO Market share declining! Logistics CFO Product line 1 Product line 2 Sales Operations CIO Projects Sourcing Not my fault! ecommerce site is slow and unstable. Java developer Network specialist DB specialist Load balancer specislist Application server specialist http server specialist 11

12 Example of Pain Chain All my operations team is tied up with error finding CEO Market share declining! Logistics CFO Product line 1 Product line 2 Sales Operations CIO Projects Sourcing Not my fault! ecommerce site is slow and unstable. Java developer Network specialist DB specialist Load balancer specislist Application server specialist http server specialist 12

13 Example of Pain Chain All my operations team is tied up with error finding CEO Market share declining! Guys are blaming each other, but no evidence can be found Logistics Operations CFO CIO Projects Product line 1 Sourcing Product line 2 Not my fault! ecommerce site is slow and unstable. Sales Java developer Network specialist DB specialist Load balancer specislist Application server specialist http server specialist 13 It must be nw It must be nw It must be nw It must be nw It must be nw

14 Example of Pain Chain All my operations team is tied up with error finding CEO Market share declining! Guys are blaming each other, but no evidence can be found Logistics Operations CFO CIO Projects Product line 1 Sourcing Product line 2 Not my fault! ecommerce site is slow and unstable. Sales Java developer Network specialist DB specialist Load balancer specislist Application server specialist http server specialist 14 It must be nw &#?!!*& It must be nw It must be nw It must be nw It must be nw

15 Challenges in ecommerce Example tmuukkonen alfaholics

16 Impact of Service Delivery Challenges Business Lost or delayed revenue Diminished brand equity Customer dissatisfaction Competitive disadvantage Increased time-to-market IT Operations Credibility loss Inefficient, costly resolution Failed deployments Missed SLAs Unneeded capacity investments 16

17 Monitoring Traditional HW based Service monitoring Inside firewall Outside firewall

18 Why Traditional Monitoring Fails Loan application End-user Perspective Customer The system is slow! Database Mainframe NW team I m on it! Apps team App server Middleware Web Server team MF team Network 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18

19 Why Traditional Monitoring Fails Loan application End-user Perspective Customer The system is slow! Database Mainframe NW team Not my problem! Apps team Not my problem! App server Middleware Web Server team Not my problem! MF team Not my problem! Network 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 19

20 Why Traditional Monitoring Fails Loan application End-user Perspective Customer The system is slow! Database Mainframe SOA NW team All my lights are green! Apps team All my lights are green! thin client App server Middleware Web legacy modernization Server team All my lights are green! MF team All my lights are green! Network 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 20

21 Why Traditional Monitoring Fails Loan application End-user Perspective The only perspective that really matters! Database SOA thin client Mainframe App server Middleware Web Network legacy modernization 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 21

22 The Traditional View of Application Delivery Systems management tools: OK user is happy Load Balancers Users Web Servers Mobile Components App Servers DB Servers Applica'on Storage Mainframe Network Tradi:onal zone of control

23 The Reality of Application Delivery Systems management tools: OK Slow response :me user is NOT happy Geographic dispari:es Load Balancers Transac:ons fail Web Servers Mobile Components App Servers DB Servers Storage Mainframe Network 4 sec s Faulty display or opera:on 22 sec s Users Tradi:onal zone of control

24 The Challenge of Ensuring Quality Web Experiences Systems management tools: OK The Web Applica'on Delivery Chain user is NOT happy Load Balancers Web Servers Mobile Components App Servers DB Servers Storage Mainframe Network Inconsistent geo performance Bad performance under load Blocking content delivery Incorrect geo- targeted content Configura:on errors Applica:on design issues Code defects Insufficient infrastructure Major ISP Configura:on issues Oversubscribed POP Poor rou:ng op:miza:on Low cache hit rate 3rd Party/ Cloud Services Network peering problems Outages Internet Content Delivery Networks Local ISP Network peering problems Bandwidth throoling Inconsistent connec:vity Network resource shortage Faulty content transcoding SMS rou:ng / latency issues Mobile Carrier Browsers and devices Users Poorly performing JavaScript Browser/device incompa:bility Page size too big Too many objects Low cache hit rate Tradi:onal zone zone of control of control Zone of customer expecta:on

25 Evolution is underway Four Major Trends Affecting End-User Experience The Internet is the New Data Center Web Performance is a Business Issue The Applica+on Delivery Chain DATA CENTER INTERNAL USERS INTERNET CUSTOMERS Storage Mainframe DB Servers Web Servers Middleware Servers App Servers Load Balancers Network Major ISP Third-party/ Cloud Services Content Delivery Networks Mobile Carriers Local ISP It s all One Web (Mobile has Arrived) It s a Multi- Browser World

26 Web Applications Are Becoming Increasingly Composite

27 Web Applications Are Becoming Increasingly Composite Number of hosts accessed directly by the browser, per critical business process, averaged across enterprises Measurement city Number of hosts per user transaction Hong Kong 6,82 Beijing 8,87 London 7,95 New York 9,82 Frankfurt 8,71 Paris 10,12 Stockholm 10,48 Helsinki 12,71

28 Enterprises Are Adopting Cloud Computing Percentage of web app transactions that include at least one object hosted on Amazon EC2

29 The Complexity Challenge in Delivering Application Performance The Internet is the New Data Center The Applica+on Delivery Chain DATA CENTER INTERNAL USERS INTERNET CUSTOMERS Storage Is it my data center? Middleware Mainframe Servers DB Servers Web Servers App Servers Load Balancers Is it an ISP or the Internet? Network Third-party/ Cloud Services Major Is it a ISP 3 rd party Content Delivery Networks provider? Mobile Carriers Local ISP Is it a browser or device?

30 A Unified APM Solution UNIFIED DASHBOARDS LINE-OF-BUSINESS SERVICE MANAGEMENT IT LEADERSHIP IT OPERATIONS Role-relevant Information VISIBILITY Across the Enterprise and Internet DEEP-DIVE Troubleshooting and Resolution MAINFRAME NETWORK SERVER/DB JAVA/.NET THIRD-PARTY 30

31 Unified Dashboards Single View for End-to-End Visibility 31

32 Visibility: How We Do It Single View for End-to-End Visibility Agentless Real-user Monitoring Synthetic Transactions Backbone Last Mile Real User Storage Mainframe DATA CENTER DB Servers Web Servers Passive Network Probe Middleware Servers Monitor all Network transactions, all users Load App Balancers Servers INTERNAL USERS Executed from Robot clients Proactive problem notification INTERNET Third-party/ Cloud Services Major ISP 150+ enterprise- grade Content nodes and Delivery data centers Networks Mobile Carriers 150,000+ consumergrade desktops 168+ Local countries ISP 2,500+ ISPs Your CUSTOMERS real users Major mobile carriers around the globe Comprehensive Business Impact 32

33 Deep Dive: How We Do It Single View for End-to-End Visibility Correlated and driven from real and synthetic user-experience measurements DATA CENTER INTERNAL USERS INTERNET CUSTOMERS Storage Mainframe Slow MQ transactions Slow DB2 queries DB Servers Web Servers Middleware Servers Slow-to-respond Network Java or.net methods App Servers Load Balancers Slow web services transactions Citrix, SAP and Non-Web Clients General /Local Third-party/ Internet Cloud issues Services Major Local ISP Third-party ISP Content Delivery content Mobile and Service Networks Providers Carriers Browser or device issues Transactional Analysis from Passive Network Probe and Java/.NET agents Transactional Analysis and Collective Intelligence from Gomez Performance Network Complete Fault Domain Isolation 33

34 What is driving this evolution? Four Major Trends Affecting End-User Experience The Internet is the New Data Center Web Performance is a Business Issue The Applica+on Delivery Chain DATA CENTER INTERNAL USERS INTERNET CUSTOMERS Storage Mainframe DB Servers Web Servers Middleware Servers App Servers Load Balancers Network Major ISP Third-party/ Cloud Services Content Delivery Networks Mobile Carriers Local ISP It s all One Web (Mobile has Arrived) It s a Multi- Browser World

35 What do users say about performance? Speed Matters Nearly one-third (32%) of consumers will start abandoning slow sites between 1 and 5 seconds Performance is variable & inconsistent Two thirds (67%) of web users say they encounter slow websites at least weekly Over a third (37%) say it makes them less likely to return to the site 27% says it makes them more likely to visit a competitor s site Transaction Failure is Pervasive More than 80% of users say they have been unable to accomplish their goals such as completing a purchase or a financial transaction on a specific website at least once Nearly half (47%) say they have frequently abandoned sites where they couldn t finish their tasks in the past three months Source: 2010 Equation Research Survey Commissioned by Compuware

36 58% of mobile phone users expect websites to load as quickly, almost as quickly or faster on their mobile phone, compared to the computer they use at home* *Among adults who accessed the internet with a mobile phone in the past 12 months (n=1,001) Compuware Mobile Web Experience Survey conducted by Equation Research

37 Impact of Web Performance on Page Abandonment Performance improvement (seconds) As pages speed up Percentage change in page abandonment Source: Compuware 2010 Study of 500 Million End-User Interactions Across 200+ Web Sites

38 What is driving this evolution? Four Major Trends Affecting End-User Experience The Internet is the New Data Center Web Performance is a Business Issue The Applica+on Delivery Chain DATA CENTER INTERNAL USERS INTERNET CUSTOMERS Storage Mainframe DB Servers Web Servers Middleware Servers App Servers Load Balancers Network Major ISP Third-party/ Cloud Services Content Delivery Networks Mobile Carriers Local ISP It s all One Web (Mobile has Arrived) It s a Multi- Browser World

39 Mobile Today: It s All One Web Multi-Modal Support Web Applications SMS Native Applications London Frankfurt London Baseline Frankfurt

40 What is driving this evolution? Four Major Trends Affecting End-User Experience The Internet is the New Data Center Web Performance is a Business Issue The Applica+on Delivery Chain DATA CENTER INTERNAL USERS INTERNET CUSTOMERS Storage Mainframe DB Servers Web Servers Middleware Servers App Servers Load Balancers Network Major ISP Third-party/ Cloud Services Content Delivery Networks Mobile Carriers Local ISP It s all One Web (Mobile has Arrived) It s a Multi- Browser World

41 Evolution of Browser Market Share Source: Stats Counter Worldwide Browser Version Market Share

42 Why Should You Care About Multiple Browsers? Fragmented, rapidly- changing market Who is #1 today? Tomorrow? Who is #1 with your customers? Different opera:onal characteris:cs Number of parallel connec:ons JavaScript processing Etc. Processing moving to the browser Percentage of total response :me Browser Network Infrastructure Major impact on user experience Performance Func:onality Appearance

43 Significant Functional Differences Across Browsers/Devices Firefox Windows XP Internet Explorer WinXP iphone Safari 2.2 BB Bold BB Correct Revenue Loss

44 Significant Performance Differences Across Browsers/Devices 25 Load Time Perceived Render 20 Seconds Source: Compuware s Gomez Real-User Monitoring " Real users around the world " 466 million page measurements " Broadband connections only " 200+ sites

45 Multi-Browser / Multi-device How We Do It Agentless Real-user Monitoring Synthetic Transactions Virtual Backbone Test Bed Last Mile Real User Storage Mainframe DATA CENTER DB Servers Web Servers Passive Network Probe Middleware Servers Monitor all Network transactions, all users Load App Balancers Servers INTERNAL USERS Executed from Robot clients Proactive problem notification INTERNET 150,000+ consumergrade 500+ desktops Third-party/ combos of Cloud Services browsers Major Local ISP 150+ and O/S 168+ countries enterprise- ISP grade Content nodes and Delivery data Mobile 2,500+ centers Networks Carriers ISPs 5,000+ supported mobile devices Major mobile carriers around the globe Your CUSTOMERS real users Comprehensive Business Impact 45

46 Compuware Adoption Roadmap OpRmize ROI Monitor Key TransacRons and Users 24/7 Monitoring Iden:fy and resolve problems Extend Visibility: First Mile to Last Mile Quantify business impact & end-user experience Accelerate problem resolution OpRmize Performance Optimize across users, browsers and devices Granular root cause analysis Pre-production testing Performance Investments Conversions Infrastructure SLA Mgmt ROI Increase Revenue/Conversions/Satisfaction Improve Response Time & Availability/Accelerate Problem Resolution Decrease OpEx and CapEx

47 CLOUD Cloudsleuth Survey of cloudperformance Organizations are loosing money due to slow performance 58 % of North America and 57 % of european organizations are slowing or hesitating cloud-based applications because of performance concerns. 94 % of NA and 84 % of european organizations believe that SLA for cloud applications have to be based on actual EUE, not just service provided availability metrics

48 Gomez health-check JYU

49 Screen Shots

50 Unified Dashboards Single View for End-to-End Visibility 50

51 VISIBILITY AND PRIORITIZATION A complete view Online banking is down Trending downward recently Large number of users affected problem not as critical 51

52 VISIBILITY AND PRIORITIZATION A complete view London has most affected users Problem started around 4:00, worsened during the 6:00 hour 52

53 ISOLATION AND RESOLUTION A complete view Visibility into end-to-end application performance Fault isolation of infrastructure data Deep dive analysis 53

54 ISOLATION AND RESOLUTION What Vantage Delivers Quick view of health of all supporting infrastructures Correlation of key performance metrics with enduser experience High CPU on one of the primary web servers supporting online banking Other supporting infrastructures are healthy and not contributing to the problem 54

55 Mobile Today: It s All One Web Multi-Modal Support Web Applications SMS Native Applications London Frankfurt London Baseline Frankfurt

56 Significant Functional Differences Across Browsers/Devices Firefox Windows XP Internet Explorer WinXP iphone Safari 2.2 BB Bold BB Correct Revenue Loss

57 Compuware Adoption Roadmap OpRmize ROI Monitor Key TransacRons and Users 24/7 Monitoring Iden:fy and resolve problems Extend Visibility: First Mile to Last Mile Quantify business impact & end-user experience Accelerate problem resolution OpRmize Performance Optimize across users, browsers and devices Granular root cause analysis Pre-production testing Performance Investments Conversions Infrastructure SLA Mgmt ROI Increase Revenue/Conversions/Satisfaction Improve Response Time & Availability/Accelerate Problem Resolution Decrease OpEx and CapEx

58 Gomez Approach The Internet is the New Data Center First Enterprise + Internet APM: Vantage/Gomez integration Diagnosing Problems Across the WADC: Collective Intelligence Third Party/Cloud Monitoring It s a Multi-Browser World First Multi-Browser Monitoring/Testing Solution Global and Local Multi-Browser Performance Analysis Load Testing 1.0 fails Web 2.0 Expanded Capacity and Volume First One Web Unified Web and Mobile Load Testing Rapid Identification of Third Party Problems It s All One Web: Mobile has Arrived First Mobile Load Testing Solution New Support for Smartphone Applications, SMS, Browser Apps

59 Compuware APM Maturity Model Performance Journey Level 0: Unaware No awareness of user experience or business impact Technology- centric, element-level visibility Reactive Level 2: Effective Level 1: Aware of user experience and impact and transaction visibility across the application delivery chain Proactive awareness of problems and bottlenecks Can validate problems, but still reactive testing focused on code and infrastructure problem resolution and Quality of service frequent war rooms Deeper User experience Basic awareness Best effort Level 3: Optimized Application- focused load testing IT efficiency and effectivenes s understanding of user behavior and demographics Complete Level 4: Intelligent Active management of the application delivery chain Real-time visibility used to orchestrate service delivery Ability to track insight into user and business impact Automation of problem analysis and Cost diagnosis optimizatio n and business alignment 59 global use and impact of third party and cloud providers Business agility and competitive differentiati on

60 Compuware APM Maturity Model Maturity Assessment Performance Measurement Problem Resolution Performance Improvement Production Readiness Level 0 Unaware No awareness of user experience Reactive problem resolution Issues discovered by help desk, war rooms common Ad hoc, gut feel approach to performance improvement Send and pray approach to deploying new technologies Level 1 Aware Basic awareness and ownership of user experience, tactical use of benchmarks Problem resolution still reactive and war room driven, but can validate problems Some performance improvement efforts based on data, baselines & targets Best effort testing, focused on code and infrastructure elements Level 2 Effective Ownership of user experience across delivery chain, benchmarks used operationally Proactive awareness of problems and bottlenecks war rooms minimized Performance improvement efforts pinpoint specific causes Load testing focused on the application Level 3 Optimized Deeper level of user understanding tied to business needs, benchmarks used for process improvement Automation of problem analysis and diagnostics Formal improvement processes based on Six Sigma or ITIL, automated analysis Load testing focused on the user experience Level 4 Intelligent Real-time visibility used to orchestrate service delivery Automation of problem analysis, diagnostics and resolution before business is impacted Formal improvement processes and automated implementation New deployments designed with performance in mind Performance Reporting Few SLAs and reporting, centered on technology elements SLAs and reporting start to incorporate basic end user experience metrics SLAs and reporting on endto-end application performance SLAs and reporting tied to business metrics SLAs and reporting tied to business outcomes, IT seen as key competitive advantage

61 Compuware Corporation All Rights Reserved

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