Agenda. Definition: What is a Real User? Monitoring landscape How do we monitor Customer insight presented Customer experiences

Transcription

1 Agenda Oracle Real User Experience Insight Definition: What is a Real User? Monitoring landscape How do we monitor Customer insight presented Customer experiences Optimize online Insight through real user monitoring Sebastiaan Vingerhoed 21, May What it is all about? 87% users experience some type of failure in conducting a web based transaction and 42% of that switch to competitor or abandon transaction. (source: Harris Interactive, 2007) When internet pages are loaded which take longer than 4 seconds, users will click away.. (source: Computable 2008) 3 4

2 Traditional focus on monitoring 360 o Monitoring Infrastructure monitoring Single focus on individual components Isolated checks on each individual component End-User Middle Tier Database Infrastructure Monitoring of Business Transactions Monitoring from a real End- User perspective Integrated monitoring of all components Overall Service Level Management Cost-saving by shortening resolution cycles Expand existing service offerings Business Transactions End-User Middle Tier Database Infrastructure Server, Storage, Network... Server, Storage, Network,... The Strategic Rationale Complete Oracle s APM Capabilities New generation of monitoring Fills final gap in Oracle s monitoring portfolio Monitors activity of actual users Does not require changes or instrumentation to the monitored applications Becoming the preferred choice for monitoring business services Market Capability Product Purpose Impact Application Performance Mgmt (APM) End User Experience Management Real User Monitoring (RUM) Captures user activity at network level Passive does not affect state or performance of application Active End User Monitoring Simulates user activity via distributed beacons Active executes scripts that emulate user initiated business processes Service Level Mgmt (SLM) Diagnostics (MW & DB) Needed capability Exists in SLM Mgmt Pack today (1) Source: Gartner 2006

3 9 Why Oracle acquired Moniforce: B1. Company and organizational overview Oracle/Moniforce Customers Moniforce is a leading innovator in end-user experience management Pioneer in real end-user experience monitoring Quick installation (1 day and operational) Premier customers in key verticals World-class R&D team with deep domain knowledge Built on state-of-the-art Network Protocol Analysis technology Passive monitoring approach can be deployed without validations in test/qa environments Provides performance analysis needs for web-based applications Includes web analytics capabilities What are visitors/customers facing on the web? WhoService is responsible level management; for the KPI s/sla s Real User? & Alerts Ever changing web application performance Unavailability of pages and Technical and Functional errors e.g. Revenue losses (conversion drop out s), Large system and application monitoring already into place but still a reactive IT approach. Keep the visitors returning to your website (competition is only 1 click away) Credibility (Brand, Image) on the Web

4 UXinsight overview End-user experience management Business Reporting How does it works? Response of all transaction pages, components? Server error, web site error, content error Page and/or component size KPI Monitoring Data Export Response time Full Page Content UXinsight Transaction Performance Direct Result Non intruisive No framework! Easiness of use Unified truth for business & IT Executive dashboard Client-ip, Server-ip URL (Page, Object) Referrer page Time & Date Page delivered/aborted? Cookie/Session-id Network timeout? Response time Data Center Network Protocol Analysis Technology Passive, non-intrusive Page/url request Client-ip, Server-ip URL (Page, Object) Referrer Time & Date Cookie/Session-id UXinsight Network Response Time HTTP(s) HTTP(s) Firewall Switch Response? Server error, web site error, Hit OK Size Time & Date Delivered? Aborted? Network timeout? Time & Date Server Response Time Web server DB Web server DB Web server

5 Pre-defined Easy access reports to reports for Business & IT KPI Service and SLA level management; KPI s/sla s & Alerts Support KPI business SLM: separate management kpi dashboarding SLA management dashboarding & reporting 20

6 SLA management: Flexible alerting Customer Service level viewmanagement; KPI s/sla s & Alerts Application usage information Application: : performance analyses

7 Drill down: page performance analysis Object type: performance analysis Error type analysis End Service user level experience: management; recreate KPI s/sla s error & Alerts

8 Real User replay Real User replay: identification Real User replay: full source code available Real User management: content control

9 Real User Experience: functional error Server Service management level management; & Set KPI s/sla s up & Alerts Technical Performance Domain traffic

10 Easy page naming: : business language SSL key notification Forrester Wave: June 21, 2007 Use Case 1: Performance impact & analysis Customer Cases Identify Performance was affected after 16:00hrs, resulting in frustratingly long page load times Root cause? Updates and latest manuals sections Affected Users? UXinsight returns a full user-list Overall pageview performance Green = Satisfied Orange = Tollerating Blue = Frustrated

11 Affected sales trend and recap in this period Summary Real User Experience Monitoring User Experience Monitoring can help you Recapture lost revenue from frustrated users. Reduce IT denial phase and customer problem resolution time. Help to Identify poorly performing applications/functionality and effectively invest resources for resolution. Align service levels between business and IT; between end user experience, transactions and servers. Prioritize issues that are end-user related. Adapt to changing needs by helping analyze business trends and user behavior. Successful transactions dropped from 955 to 689. Decline of 27% in sales! UXInsight from Oracle can help you today Validated with 100+ premier customers in key verticals. Passive monitoring approach can be implemented in any production environment without any effect on or change to existing servers and applications since it is 100% non-intrusive. During days of Christmas: decline of 27% in sales! Recap peak on 28 th of December 42 Contact Details