Compuware APPLICATION PERFORMANCE MANAGEMENT SERVICE: Data Centre Real User Monitoring of Enterprise Applications (APM RUM)

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1 GCloud 5 Service Definition Compuware APPLICATION PERFORMANCE MANAGEMENT SERVICE: Data Centre Real User Monitoring of Enterprise Applications (APM RUM) Full Service Description Date: March 31 st, 2014 Submitted by Compuware Limited Prepared by: Mark Gillett

2 Table of Contents 1 Why Compuware? About Compuware Corporation Solutions and Services What Makes Compuware APM Unique? Compuware Leadership in the APM Market 5 2 Compuware APM Overview Introduction Data Centre Real user Monitoring RUM Overview RUM Capabilities RUM Architecture Compuware Synthetic on premise Overview Capabilities What makes Compuware APM Synthetic monitoring unique? Synthetic Monitoring Architecture Synthetic on Premise versus RUM 31 3 Customer Service and Support COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 2

3 1 Why Compuware? 1.1 About Compuware Corporation Compuware Corporation, the technology performance company, makes technology make a difference by providing software, experts and best practices to ensure technology works well and delivers value. Compuware solutions make the world s most important technologies perform at their best for leading organizations worldwide, including 46 of the top 50 Fortune 500 companies and 12 of the top 20 most visited U.S. web sites. Incorporated in 1973, our business strategy is to enable our customers most important technologies to perform at their peak by delivering best-in-class on-premises software, software as a service ( SaaS ) and professional technical services. Our solutions empower customers to drive revenue, brand equity and customer satisfaction by harnessing disruptive technologies like cloud computing, virtualization and mobile computing. 1.2 Solutions and Services For 40 years, Compuware has delivered software, experts and best practices to make our customers applications work well and deliver business value. Our people and software ensure that critical technologies work like they should all the time for 7,100 customers around the globe. When technology performance really matters and it matters now more than ever organizations, including 46 of the top 50 Fortune 500 companies and 12 of the 20 most visited U.S. web sites, turn to Compuware. Our industry leading solutions: Application Performance Management Optimize the performance, availability and quality of web, non-web, mobile, streaming and cloud applications Mainframe Solutions Deliver high-quality, high-performing mainframe applications using developer productivity tools that set the industry standards 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 3

4 1.3 What Makes Compuware APM Unique? Compuware APM is a new generation of APM, driven by end user experience and designed for the application performance lifecycle. Five characteristics distinguish Compuware APM from old-generation APM solutions. No other APM solution has all of these characteristics. 1. The Only Unified Coverage of the Entire Application Delivery Chain: Optimize Total Application Performance and Business Value Measures app performance from cloud to data centre Integrates every essential form of APM (real user, synthetic, multi-tier, deep app monitoring and transaction tracing) and advanced analytics Covers all applications (web, non-web, mobile, streaming, cloud) including home-grown and third-party apps Fast time to value: auto discovery, zero configuration, quick installs 2. Deepest 24x7 Application Visibility: Proactively Prevent Issues From Impacting Users Trace/capture every production transaction 24x7 with less than 2 percent overhead Capture all technical details and business context Follow the path of user click-to-line of code to identify root causes Multi-tier visibility inside and outside apps Web, mobile, JavaScript, Java,.NET, Network, C/C++, Mainframe, SAP, Citrix, etc. The only solution on the market that will follow every single transaction from every single user all the way into the mainframe 3. Only Mobile and Native App APM: Optimize Mobile Performance and Business Value Web browsers, mobile browsers, mobile sites and native apps Synthetic and real-user monitoring for all forms of mobile access and apps Operational monitoring combined with real-user analysis Ensure your mobile app performs optimally Deepest understanding of all your mobile users and mobile business 4. Most Comprehensive Cloud APM: Leverage the Cloud with Confidence Public: Azure, EC2, Rackspace, etc. Private: APM for the inside of your private cloud Cloud services: Ensure performance and SLA compliance Cloud technologies: Supports big data, NoSQL, etc. 5. Only Lifecycle-oriented APM Platform: Faster Apps, Time to Market, Mean-time-to-repair Purpose-built to unify production, test, development teams Delivers root-cause information with every problem, down to the line of code, including load testing Agile, DevOps Auto discovery, zero configuration, quick installs Stop issues before production (40 percent less) No need to reproduce issues found in production 2x faster time to market 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 4

5 1.4 Compuware Leadership in the APM Market Gartner positions Compuware in the Leaders Quadrant of the APM Magic Quadrant Report (Click here to read more) Read Gartner s comprehensive 2012 Magic Quadrant for Application Performance Monitoring (APM) report. It evaluates 14 vendors on completeness of vision and ability to execute. This Magic Quadrant graphic was published by Gartner, Inc. as part of a larger research note and should be evaluated in the context of the entire report. The Gartner report is available upon request from Compuware. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 5

6 Compuware APM Solution fits perfectly in the Gartner APM model Independent Research Firm gives Compuware High Functionality Marks in Comprehensive Evaluation of APM Market (Click here to read more) Forrester Research evaluated 26 vendors on APM functionality. Compuware received the highest functionality marks possible in eight out of ten categories and the second-highest marks in the other two categories COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 6

7 Frost & Sullivan names Compuware Global Company of the Year for Cloud Based Application Monitoring (Click here to read more) In a recent analysis of the cloud-based monitoring market conducted by Frost & Sullivan s Test & Measurement research team, Compuware and other companies were evaluated in five categories: Growth strategy excellence Grown implementation excellence Degree of innovation with products and technologies Leadership in customer value Leadership in market penetration Compuware received the highest marks of any vendor in all five categories, as well as the highest overall rating. EMA Awards Compuware Highest Marks for APM Functionality (Click here to read more) Enterprise Management Associates recently published a report entitled EMA Radar for Application Performance Management for Cloud Services Q1 2012, in which they proclaimed Compuware s APM solution one of the industry s most cloud-ready APM solutions. Compuware received the highest marks for APM functionality (90.89 out of 100). Compuware is used by More of the Top 500 Online Retailers than any other APM Vendor Compuware is #1 provider of web performance monitoring solutions to the top 500 U.S. online retailers for the fifth consecutive year (Internet Retailer Top 500 Guide 2011) 116 of the top 500 US online retailers use Compuware Gomez s web performance monitoring solution more than the No. 2 and No. 3 web performance monitoring vendors combined Five of the top six online retailers are Compuware customers (No. 1 Amazon.com, Inc., No. 3 Apple, Inc., No. 4 Dell, Inc., No. 5 Office Depot, Inc. and No. 6 Walmart.com). More companies who use Web and Mobile Application Performance use Compuware 115 of the Internet Retailer top 500 Web Retailers 386 of the Fortune of Comscore s Top 50 U.S. Web Properties 4 of the top 5 websites as voted by Alexa 8 of the top 10 shopping sites as voted by Alexa 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 7

8 Why does Compuware lead the APM Market? There are key reasons why Compuware leads the APM market. This redefines application performance management. Compuware now has a capability not matched by any of its rivals, and the timing is auspicious given growing enterprise interest in use of the cloud, especially for SaaS-based applications. Ovum The Gomez/Compuware marriage is a good match with litter overlap and lots of upside. Compuware will be able to address a customer s full range of in-house and internet-based application performance management requirements end to end. IDC Compuware has invested heavily in Cloud management technology No other vendor received a higher score in this category. Enterprise Management Associates Compuware has set new standards in the cloud-based application monitoring market by offering the industry s first end-to-end application monitoring solution. Compuware is expected to capture a major portion of the cloud-based application performance monitoring market in the near future. Frost and Sullivan 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 8

9 2 Compuware APM Overview 2.1 Introduction Compuware APM is the leader in a new generation of application performance management (APM) built to manage today s most challenging modern applications. Unlike traditional APM solutions that are heavy, difficult and reactive, Compuware APM is light, smart and proactive. Much different from the old generation of APM, Compuware APM is built for today s modern, dynamic, virtualized, web, enterprise and mobile applications. No vendor can equal Compuware in well-integrated capabilities for monitoring application performance both inside and outside the firewall. Dennis Drogseth, Vice President of Research, Enterprise Management Associates Compuware s APM offerings provide smart application management for today s modern web, mobile, cloud, enterprise and Big Data environments. We help you deliver great application performance with the following four products: Compuware APM User Experience Management powered by dynatrace, DC RUM, Compuware synthetic, UEM and Gomez provides IT teams and application owners with a complete view of application performance and its business impact for all users, geographies, browsers and devices. Compuware s APM User Experience Management (UEM) combines real user, synthetic and third party cloud services monitoring in a single powerful platform for managing performance, availability and SLAs across web, mobile, cloud and enterprise applications. Compuware APM Application Monitoring powered by dynatrace combines deep transaction management and smart analytics with an end-user perspective to help you deliver faster applications, rapidly find and fix problems and accelerate time to market. Smart Application Monitoring for today s modern web, mobile, cloud and Big Data environments COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 9

10 Compuware APM Application-Aware Network Monitoring powered by DC RUM enables network and infrastructure operators to immediately isolate faults that impact application performance and end-user experience across web, middleware, database and network tiers. Passively collecting network traffic, it is the only solution that delivers application-layer insight across enterprise environments, including SAP, Oracle, Citrix, Cerner and more. Compuware APM Lifecycle Performance Management powered by dynatrace fosters collaboration between production, application support, test and development teams, resulting in faster time to market, problem resolution and application performance. dynatrace PurePath Technology provides a unified, recorded data set for every transaction, capturing granular code-level detail, infrastructure parameters and payload information 2.2 Data Centre Real user Monitoring Data Centre Real User Monitoring is an agentless (non-intrusive) network based monitoring solution that provides insight in the performance and availability from an End User perspective of Enterprise Applications (Web-based, SAP, Oracle EBS, ERPs and more. The solution delivers rapid fault domain isolation of application performance issues in both simple and complex environments. DC RUM is built for Web and non-web applications and find problems across multiple data centre tiers and infrastructure components in in physical and virtual environments. DC RUM will help your IT organization by: Monitor applications and networks with an integrated APM solution Optimize end-user experience for web and non-web applications Diagnose root-cause of performance issues via unprecedented drill-down analysis Provide advanced monitoring in 30-plus environments such as IBM, Oracle, SAP, Citrix, Cisco, VMware, Riverbed,.NET Monitor all leading native and packaged applications, load balancers, web servers, middleware, databases and much more. View overall status of application and network performance through a single dashboard with quick drill down views into performance, availability, operation time and usage for individual applications and users. Fast domain isolation in multi-tier data centres 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 10

11 Unified and correlated view of application and network performance Intuitive drill-downs to accelerate mean time to repair Remedy complex networked application problems. Tune network in pre-deployment to optimize application performance. Analyse transaction threads in HTTP/S, SQL, SAP, WebSphere MQ, and more RUM Overview Application Performance from the End-User Perspective for SAP, Oracle EBS, ERPs and More: Broad support for web and non-web applications Manage your entire enterprise application portfolio for performance, availability and usage. Compuware APM provides broad support for web and non-web applications such as SAP, Oracle E-Business Suite and Cerner, operating in virtualized and physical environments. Specialized analysis modules expose end-user experience and remove blind spots for databases, middleware, applications, VDI and network protocols, including IBM MQ, XML/SOAP, Oracle, DB2, Sybase, and Microsoft SQL Server Proactively Detect and Isolate Performance Issues Before Your Users Are Affected Limiting the impact of performance issues on the business is the most important challenge faced by IT. Automated analysis determines normal versus abnormal application performance, and helps you get a step ahead. Benefit from the industry s broadest range of application analysis modules to quickly identify the fault domain across all infrastructure tiers. Then dive deep into issues and fix them in record time COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 11

12 Understand Business Impact by Quantifying Active and Performance- Affected Users Real user monitoring enables you to understand who your users are and how, when and where they use your applications. Only with this information can you tell whether performance problems are global application issues or are isolated to specific sub-groups, like location, browser or client software version. Compuware APM characterizes each user s experience and then builds an aggregate picture. Gain End-to-End visibility in Citrix environments: Decode the ICA protocol How does Citrix affect application response time and the end-user experience? With Compuware APM, you will understand application delivery for both Citrix XenApp and XenDesktop. Manage Citrix performance in context of applications and user transactions, complete with visibility into the actual users names COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 12

13 See How Network, Infrastructure Tiers, Citrix, WAN Optimization Impact User Experience: Ability to cover all parts of the application delivery chain Traditional performance management solutions lack the ability to cover and correlate all parts of the application delivery chain. Resolve these blind spots. Leverage the industry s leading broad view of end-user experience with the ability to proactively monitor all users, all transactions, through all infrastructure tiers in the most complex environments. Analyse the Network s Contribution to App Performance and User Experience: Realized bandwidth measured for locations Business applications and networks are intertwined. This makes it crucial to get a correlated view of the health of your enterprise applications and the network from a single dashboard. See the contribution of network performance to application performance and availability, in context of end user experience COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 13

14 2.2.2 RUM Capabilities Explore User Experience, Application and Network Performance from a Single Pane of Glass: User Experience Management Automatically recognize users and transactions across your application delivery chain, including custom and packaged applications, load balancers, web servers, middleware, databases, network services and much more. Correlate user experience measurements to the network, infrastructure components, apps, transactions, user groups and geographic regions COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 14

15 Perform SAP GUI and Web-based Monitoring with T-Code Precision Complement your SAP Solution Manager investment and get visibility into your SAP applications with 100% visibility into the user experience. Compuware APM analyses SAP web and GUI (DIAG) protocols, including encrypted Secure Network Communication (SNC) traffic, with T-Code and T-Code screen visibility. In addition, you can monitor the performance of the entire SAP and non-sap landscape, including the back-end SQL database and the integration tiers between SAP and external applications such as Adobe or SharePoint Gain Insight into Oracle E-Business Suite for Oracle Forms and Webbased Applications Compuware APM provides deep insight the performance of Oracle E-Business Suite applications. Detailed analytics on usage, performance and availability provides the insight needed to optimize your EBS investment. Whether your applications are based on Oracle Forms or web-based interfaces, Compuware APM completes your user experience visibility % Visibility into Citrix Performance: Citrix published apps with command delivery time Get immediate visibility into XenApp and XenDesktop with automated discovery and monitoring of Citrix published applications, ICA channels, and Citrix user login names. Identify bottlenecks in virtualized application delivery, Citrix server capacity, networks, application servers or shared infrastructure. And since the real user experience is the ultimate benchmark of application virtualization, Compuware APM correlates real Citrix user names to all Citrix traffic initiated on behalf of remote users COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 15

16 Monitor the Microsoft Exchange environment Exchange server response time for technical Exchange operations, recognition of outlook user names. Detailed characteristics of network performance per each Outlook user, including interferences from other applications on the shared network. SMTP server performance, ActiveSync performance Support for All Major Enterprise Applications and Technologies Only Compuware APM provides broad support for web and non-web applications such as SAP, Oracle and Cerner, operating in virtualized and physical environments. Specialized analysis modules expose end-user experience and remove blind spots for databases, middleware, applications, VDI and network protocols, including IBM MQ, XML/SOAP, Oracle, DB2, Sybase and Microsoft SQL Server COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 16

17 Understand the Business Context of Your Users Experience: Complete performance information Compuware APM provides real user name recognition and transaction names for a wide range of applications and protocols. Because it captures complete performance information without sampling, you get fast answers to critical questions. How many users are using particular applications and transactions? How many are experiencing problems? Are today s usage patterns typical or is usage higher than normal? Is a problem enterprise-wide or isolated to specific remote locations? 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 17

18 Cisco WAAS and Riverbed WAN Optimization Monitoring: WAN optimization report with traffic reduction and bypass ratio Validate whether WAN optimization investments really improve end-user experience with business-critical applications. Compuware APM measures the traffic compression factor and pass-through versus optimized traffic ratio, and validates the end-user experience gain. Application-specific analysis modules are aware of optimization techniques applied by Riverbed and Cisco WAAS and measure application response time as seen on the far-end side of WAN-optimized links Gain Visibility into All Data Centre Applications and Tiers Wide coverage of data centre databases, middleware applications and services, with deep transactional analysis of performance, enables you to track user-experience performance issues to specific application tier or integrated services within data centre. The holistic picture incudes IBM MQ, XML/SOAP, Oracle, DB2, Sybase, MSSQL, LDAP, SMB/CIFS, web servers, Exchange, and more. Transactional analysis means you will see how individual SQL queries or MQ transactions perform within the data centre, which tells you clearly whether server-side slowness experienced by the real users can be attributed to specific application and service that supports application consumed by the user. Track performance issues to specific application-tiers or services within your data centre. Compuware APM enables you to perform deep transactional analysis across a wide range of databases, middleware applications and services, including IBM MQ, XML/SOAP, Oracle, DB2, Sybase, MSSQL, LDAP, SMB/CIFS, web servers, Exchange, and more. Transactional analysis means you will see how individual SQL queries or MQ transactions perform within the data centre, and whether server-side slowness experienced by users can be attributed to specific applications or services COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 18

19 Gain Insight with State-of-the-Art Fault Domain Isolation: Automatic FDI Get answers, not raw metrics. When transactions fail to meet service levels, Compuware APM automatically categorizes the reasons for the slowness. Server, network, transaction size, number of transaction components, client processing and delays, network delay, network retransmissions and other metrics are automatically correlated to provide fast answers.. The reporting is aggregated against multiple distributed components and measurement points to clearly identify what's causing performance problems and how many users are affected Go from User Experience to Transaction and Code Levels: CAS report with analyse pure path link Quickly find and fix performance issues hidden within server-side components, With Compuware APM s Application Monitoring reporting you can analyse performance from the network perspective and drill down into application, server, transaction and user details. Trace transaction execution from front-end web servers through all application tiers, down to mainframe CICS programs Stay Informed with Auto-Base lining and Intelligent Alerts Previous generation tools require manual configuration of thresholds. Instead, our solution updates its baselines dynamically on a rolling average. Reports now use a baseline corridor that allows you to visually identify abnormal performance conditions at a glance. New baseline types effectively handle day-of-the-week performance patterns (weekly baselines), and static patterns (pinned baselines and manually imported baselines). Minimize noise and stay on top of critical performance issues COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 19

20 Industry's Most Scalable Network-Based RUM Solution Compuware APM processes 10 times the throughput of competing network probes. Enjoy transparent deployment across multiple data centres, tiers, service providers and branch offices. Integrated load balancing eliminates the need for additional hardware. Whether you are starting with one application or your complete data centre infrastructure, Compuware APM can start and scale to meet your needs VoIP End-User Experience Monitors performance of the call streams flowing between stations, and call establishment process quality with call manager. Details MOS scores & performance evaluations for each call, in real time, including quality fluctuations during the call. Roll up data by office location, nodes, or individual users COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 20

21 LDAP Middleware/transactions Measures performance of LDAP services that are contacted by application servers as a part of the application architecture. Recognizes key LDAP operations, errors and user names RUM Architecture DC RUM is an effective, non-intrusive choice for monitoring business applications that are accessed by employees, partners, and customers outside the corporate enterprise or from the corporate network (intranet or extranet). DC RUM passively collects data from a switch port or tap in your data centre using an Agentless Monitoring Device (AMD). This approach complements Synthetic agent-based monitoring, which measures predictable, predefined transactions from a steady-state client. Together, agentless and agent-based monitoring give you total visibility of the infrastructure so you can see when and where slowdowns occur, respond to them faster, and prevent them from impacting business. DC RUM targets Web-based applications and their supporting middleware and databases, providing an excellent picture of end-user experience, supplemented by analysis of the network and Web server impact on transaction performance. The software highlights the most widely used Web pages to help with the prioritization of problem resolution efforts COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 21

22 Monitoring between server tiers provides response times for database and middleware operations. In a Citrix environment, agentless monitoring ties these back-end performance measurements to the end user who initiated the transaction. For all other enterprise applications, DC RUM can be used to gauge application performance using metrics such as user wait time, server delay, network delay, and throughput. The DC RUM solution consists of two logical tiers and a configuration component: Measurement data collector: Agentless Monitoring Device (AMD), a network device that analyses network traffic and feeds the application and network performance data to report servers as the basis for the analysis of end-user experience and IT resource usage. There may be one or more, depending on the sizing requirements and monitored application/network topology COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 22

23 Report server: Central Analysis Server (CAS). CAS is the main reporting component for DC RUM. CAS reads data from one or more AMDs and Network Monitoring Probes, maintains a short-term and long-term database of the measurements data, and provides reports, alerts, and configuration means for the whole DC RUM system. RUM Console: DC RUM component for configuring the monitoring system (both monitoring and reporting devices), traffic monitoring rules and the alert system. It also enables you to verify the quality of sniffing points traffic detection, record traffic and preview the captured traffic traces, view top application categories, and it offers a step-by-step guide to configuring application traffic monitoring for first-time Compuware APM users and a wizard-based process for creating and editing software service. One CAS can read performance data from more than one AMD. Multiple AMDs may be needed to handle all the monitored traffic or to cover all the monitored physical locations (data centres). One AMD can also feed more than one report server (CAS or ADS or both). 2.3 Compuware Synthetic on premise Compuware APM Synthetic Monitoring (Synthetic Monitoring) measures the response times for critical business applications against established thresholds using "robot" workstations that execute synthetic, scripted 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 23

24 transactions. These agents simulate user activity so issues are discovered and fixed before they degrade your enduser experience. With Synthetic Monitoring, you will be able to: Test the performance of web and non-web transactions across the enterprise Detect performance degradations during periods of low or no usage Repair issues quickly and reduce service desk calls Remedy application issues quickly via drill downs to the code level of applications Monitor web and non-web transactions on a production scale across many environments Review session playbacks to identify errors For a product demo movie on YouTube please visit: This video will show you in just a few minutes, how easy it is to monitor synthetic transactions to effectively identify performance and availability issues before your users complain Overview Compuware APM Synthetic Monitoring for Enterprise Apps proactively tests availability and performance across the enterprise by simulating real-user activity for any application 24/7. Use reliable thresholds to discover and resolve problems before they negatively impact end users, and baseline application performance for key locations around the world. Proactively Measure Availability 24x7 Detect problems before they impact real users even during low-traffic periods. In a sea of unknowns, you need systematic approaches for managing applications and you must have consistent performance measurements. Take control of application issues before they escalate into more costly problems. Less finger-pointing and happier end users. Measure and Verify Service Level Agreements Baseline performance with 24/7 reporting to make sure applications are delivered as promised for IT initiatives, such as cloud hosting, data centre consolidations, launching new applications or additional locations. Objectively measuring service level agreements (SLAs) is the only way to ensure third-party service providers continually support IT initiatives at all times COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 24

25 Synthetically Monitor Any Application Reduce downtime of any application significantly. Expedite the resolution of an application performance problem at the time it initially occurs. Troubleshoot problems pro-actively using actionable alerts, detailed metrics and comprehensive diagnostics. Long-term trending shows changes over time and provides continuous measurements of application availability. View Performance from Any Location 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 25

26 Reduce IT spending and user disruption around the world by ensuring apps are up-and-running by the start of business at all key locations. Monitor, baseline and trend performance across key geographies and locations that are most critical to your business, within or outside of your network. Quantify the Impact of Failing Transactions with Real User Monitoring Insight Poor end-user experience can harm employee productivity, satisfaction and revenue. Compuware APM combines synthetic monitoring with real user monitoring to understand business impact, including transaction cost, affected users, and more. Proactively uncover the impact that incomplete transactions have on your business. Understand if Infrastructure Performance is Causing Synthetic Transactions Failures Do transactions fail because of DNS problems, user authentication issues or simple infrastructure service unresponsiveness? In addition to testing transactions the way your users use the application, Compuware APM proactively tests the most common services that applications depend on to perform. Simply monitor the performance and availability of these services with out-of-the-box tests 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 26

27 2.3.2 Capabilities Support for Web and Non-Web Application Testing Increasing complexity, with more interconnections between many types of interfaces, legacy and new UIs, web interfaces and mobile applications, makes it harder to ensure availability to end-users or customers. Synthetic monitoring lets you simulate web and non-web transactions through web browsers, Citrix terminals, SAP GUIs, Java clients, emulators and other home-grown and third-party tools. Monitor the availability of all your applications, at all times. Accurate Replication of the User Experience Play back scripted transactions, including all of the screen, keyboard and mouse interactions, exactly as they were recorded initially to ensure accuracy. Integrated Analysis of Synthetic and Real Users Seamlessly combine detailed performance and availability metrics from synthetic transactions with Compuware APM solutions. Combined synthetic and real-user data provides an integrated troubleshooting workflow to deepdive diagnostics COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 27

28 Bottlenecks Analysis Across Client, Network and Server Performance Automatically capture the network traffic for a transaction and drilldown on errors to analyse time spent in the client, network and server. Quickly troubleshoot the route of a slow transaction through your network. Receive Real-Time Alerts on Performance and Availability Always-on testing means you can generate alert notifications for all performance and availability problems, globally, even in pre-deployment, at peak or nonpeak usage periods. Diagnose Failing Transactions with Automatic Screen Captures Scripted transactions running in set intervals and execute predefined steps in sequence to replicate exact businesscritical transactions. View screen captures of the actual end-user experience taken at the time an error occurs. Proactively Monitor Your Infrastructure Monitor your infrastructure using fast, simple AutoChecks to test availability through URL Requests, SQL Queries, Web Service calls, SMTP checks, FTP Commands, Ping (ICMP) commands, TCP Port Connection tests, LDAP Queries and DNS lookups COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 28

29 From User Experience to Code Level Enhanced integration between Synthetic Monitoring and Compuware proprietary PurePath Technology enables you to instantly drill down to the line of code so you can quickly resolve problems before customers are impacted What makes Compuware APM Synthetic monitoring unique? Isolate performance problems by determining user impacts. Synthetic Monitoring provides insight into how users are impacted by poor performance and what transactions are impacted. Application Health Status provides an overall understanding of what users are impacted by poor performance. Expand on any reported alert and view synthetic monitoring by performance and availability trends as well as transaction speed. Gain 24x7 monitoring of key transactions at scheduled intervals. Review screenshot captures to determine any errors or missing components. Determine where the problems reside: server, network or client. dynatrace Deep Transaction Management can be used to identify where in the code the problem resides. Integrates with Compuware APM DCRUM & dynatrace to provide a complete view of the end-user experience and to drill down up to code level. Plays back scripted transactions, including all of the screen, keyboard and mouse interactions, exactly as they were recorded initially to ensure accuracy COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 29

30 Proactively discovers performance issues before end users experience them Synthetic Monitoring Architecture Synthetic Monitoring is a complete end-user experience solution that monitors, captures, reports and pinpoints the cause of application performance problems from an end-user s perspective. Application transaction response times are monitored from the workstations and compared to service level thresholds. Application diagnostic information is captured 24x7 and reported when the service level thresholds are exceeded. The Synthetic Monitoring is built by three components: a. Synthetic Monitoring Console The Synthetic Monitoring Console is the central user interface for Private Enterprise active monitoring. It is installed anywhere in the enterprise and provides centralized control of the Synthetic Monitoring components. Use the Synthetic Monitoring Console to directly apply configuration changes to all Agent Managers and Agents, as well as perform on-demand or automatic health checks of Agents, view logs and test the connection between an Agent and the Agent Manager. b. Agent Manager/Parent Agent Manager The Agent Manager is the component that connects directly to the agents and processes the data collected by the agents and alerts. The Agent Manager performs network packet capture analysis and generates reports for the collected packet files associated with Synthetic Monitoring. This is done by using a runtime component of the Transaction Trace Analysis application. Once the data is collected and processed, the Agent Manager stores the collected data in the Synthetic Monitoring SQL database. For scalability, Agent Managers can be implemented with a hierarchical structure so that child Agent Managers report to a designated parent Agent Manager. All data collected by a child Agent Manager is propagated to its parent Agent Manager and stored in its database. c. Active Agents Synthetic Monitoring agents monitor the actual response time of key business transactions by detecting start and stop events for each defined transaction. You configure the agents to perform specific monitoring tasks base d on the setup information defined in the Synthetic Monitoring Console. Data is gathered by Active Agents. These agents are used for Active Monitoring. Workstations, known as Active Agents, are installed with the Active Agent software and Synthetic Monitoring Recorder, the scripting tool of solution. These Active Agents represent predictable users in a known environment performing measurements at scheduled intervals COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 30

31 2.4 Synthetic on Premise versus RUM Your users experience directly impacts your success. When services are delayed or interrupted, your company s reputation is on the line even when the problem lies in a third-party service provider or cloud platform. User Experience Management from Compuware APM helps you focus on what really matters: your users actual experience of every interaction, from any device, application and location. It s the only comprehensive, integrated platform for monitoring, diagnosing, and correcting application performance challenges no matter where they occur. There are different ways to measure the End-User Experience. It can be Active or Passive. With active monitoring dummy transactions will be executed. With Passive Real User Monitoring all transactions from all users will be capture 24/1, providing you with availability and performance metrics your real users really gets. Both technologies are complementary. Real User Monitoring Active Monitoring All users, All the time Business and user impact External facing applications Support all types of transactions Exact representation of transaction times Controlled measures 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 31

Compuware APPLICATION PERFORMANCE MANAGEMENT SERVICE: Synthetic Monitoring and Load Testing of Web based applications (APMaaS).

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