NexTReT. Internet Status Monitor (ISM) Whitepaper

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1 Rambla Catalunya, Barcelona Tel.: (+34) Fax: (+34) Calle Fortuny, Madrid Tel.: (+34) Fax: (+34) nextret@nextret.net

2 Index 1 Introduction Identifying needs Market solutions System Monitoring Consoles Client Sniffers Server Sniffer Virtual Client 5 4 Which is the best choice? NexTReT ISM de 9

3 1 Introduction A high quality and effective website must be fast and have a proper operation. According to a study carried out by Compuware, 46% of users leave a web site when facing a time delay equal to or greater than twenty seconds. 9% of users decide to leave any online shopping service if their experience is not satisfactory. NexTReT ISM helps improving customer perception and loyalty. It also allows improving the system in a proactive way because it can measure competitors service quality and obtain comparable information with our services. Your company therefore needs to manage the online services quality level. 2 Identifying needs One of the main reasons for dissatisfaction among Internet users is the high response times and lack of availability. It is essential to anticipate to service degradation and potential issues that might affect the user. 3 de 9

4 3 Market solutions 3.1 System Monitoring Consoles They indicate the availability of systems and manage their quality level (SLA). This kind of monitoring system does not provide information on actual user experience. The availability of systems does not imply the availability of transactions. For example, errors due to incorrect web site code or the external network (ISP) would not be detected by these consoles. 3.2 Client Sniffers Sniffers are located in each remote client. Unlike system monitoring consoles, they can check the transactions proper operation. Because they are installed on each PC, they consume CPU and bandwidth. Transactional problems are detected when a user executes a transaction containing errors; there is not an engine which automatically looks for them. Measurements made on web sites do not accurately correspond to the ones that would be displayed by Internet Explorer. Performance data will depend on system use and may not be comparable from period to period. 3.3 Server Sniffer Sniffers are located in each web server. They evaluate all the real web transactions that take place in the system. Response time, failed transactions and other statistics are obtained from data stored in log files. In the same way as client sniffer, there is not a robot executing transactions automatically in order to find errors before the customer does. Nonetheless, it has the advantage over the latter of not consuming bandwidth and detecting every web server access, both internal and external to the company. Its main weaknesses lie in the inability to monitor the services provided by third parties or competitors in a comparable way. 4 de 9

5 3.4 Virtual Client Quality of service is measured through various Internet service providers using a browser. This way, NexTReT ISM shows statistics on the real access time perceived by our customers. This feature can be useful to evaluate the competitors transactional web sites quality level as well. 5 de 9

6 4 Which is the best choice? Even with all services running smoothly, end users can perceive an unsatisfactory service when using system monitoring consoles. The problem may lie in a web application malfunction, an eventuality that sniffers would solve, both client and server, but can also be located in the external network. This is why it is necessary to evaluate performance through an external access to detect any existing abnormality. Product solutions that assess the quality of transactional web sites from the end user's perspective systematically act as if they were an obedient web user, executing the same transactions as real users would do and using the most common means, warning on any failure immediately. A high performance virtual client must be able to access dynamic web sites, maintain sessions, execute transactions and overcome security access by entering required logins and passwords. When an abnormality is detected on the web site, the system must send several warning signs. Finally, it is essential to obtain historical data to generate an integrated dashboard, a very handy tool for technical and strategic management. 5 NexTReT ISM ISM provides an overview of the availability of web transactions, both internal and external to the company. ISM can reach any web site as a real user does. Through its security module it is possible to access any secure web site even if it requires a dynamic password. ISM navigates through web sites using the Internet Explorer browser. This fact ensures that the measurements correspond precisely to the perception that an end user would have. Each requested web site is not considered fully displayed until every associated resource has been displayed: images, multimedia... and every script code has been executed. This feature makes ISM makes truly unique. ISM runs cyclically in an automatic way. Once we set the implementation schedule, although the web site is modified, ISM will be insensitive to any change. Like this, we solve one of the major drawbacks that most similar programs have. You no longer need to have a technician weekly reviewing any changes made on the evaluated web sites. Any variation is detected by ISM. A search engine will find the links that have been modified. It first looks for the text link displayed for the user and if it remains the same, it checks the destination URL. 6 de 9

7 Real time alerts ( or SMS) notify of any performance and/or system security problem. With ISM you can easily get a quick overview of the status of your services through the State Panel. This information may also be available daily in your by subscribing to the report. Data generated by NexTReT ISM can be displayed both in a graphic or table format allowing you to measure your web site performance and easily compare the results with your competitors data. 7 de 9

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9 About NexTReT We optimize our customers IT Area with managed services and IT infrastructures projects, applications and quality of service solutions. How do we achieve this? Reducing and relaxing costs Improving your service quality Making the IT Area more adaptable and agile With commitment and dedication to service Company information From 1993 More than successful projects More than 200 professionals More than 100 official certifications Offices located in Barcelona and Madrid NexTReT Rambla Catalunya, Barcelona Phone: C/ Fortuny, Madrid Phone: ism@nextret.net 9 de 9