Next Generation Siebel Monitoring: A Real World Customer Experience. An Oracle White Paper June 2010

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1 Next Generation Siebel Monitoring: A Real World Customer Experience An Oracle White Paper June 2010

2 Next Generation Siebel Monitoring: A Real World Customer Experience Table of Contents Introduction... 3 The Business Problem... 3 The Enterprise Manager Solution... 4 RUEI Configuration... 4 Details of RUEI Hardware... 4 RUEI collector and Network Location... 5 RUEI Reporter Configuration... 6 Siebel AMP Configuration... 7 Discover Siebel Targets... 7 Use-Case: Step by Step Performance Management... 9 Conclusion References Next Generation Siebel Monitoring: A Real World Customer Experience Page 2

3 Next Generation Siebel Monitoring: A Real World Customer Experience INTRODUCTION Next Generation Siebel Monitoring is here! As the production Siebel CRM application configuration is complex and involves many components and layers, gaining a superior insight is the Key for success in implementing and managing the Siebel CRM This technical white paper aims to provide a real life case study of achieving a superior insight into production Siebel CRM Applications using Oracle Enterprise Manager. This case study covers Oracle Real User Experience Insight (RUEI) and Siebel Application Management Pack (AMP) implementation details at a large retail company and also highlights a real life use-case flow of quickly diagnosing, fixing and validating the performance issues with Siebel implementation using Enterprise Manager. THE BUSINESS PROBLEM The customer is in the process of implementing a Siebel CRM system that covers various countries for critical business processes. Customer s operations, development and testing teams are engaged in this production worldwide Siebel implementation. The challenges for the implementation teams are: 1. To get a superior insight into what happens at the end-users who use the Siebel applications and quickly identify and fix the problems that impact the end-users on the production environment. This challenge has two distinct requirements: a. How an end-user of the application feels about the application performance that is deployed in production. b. Measure and enforce the SLA compliance and guarantee an agreed response time to the end-users. 2. Providing development team with correct information and details of the actual event to diagnose and fix the problems in effective, timely manner. Next Generation Siebel Monitoring: A Real World Customer Experience Page 3

4 THE ENTERPRISE MANAGER SOLUTION Siebel Application Management Pack and Real User Experience Insight (RUEI) were chosen to be implemented to provide an end to end top down management of the Siebel CRM infrastructure to meet the above mentioned challenges. RUEI provides an insight into the real time end user performance of Siebel CRM applications and the Application Management Pack gives the capabilities of monitoring and managing the Siebel components and overall infrastructure. Rest of this paper explains detailed steps in implementing the proposed solution with some screen shots taken from the production environment at the customer site. Architecture Diagram EM, Siebel and RUEI RUEI Configuration RUEI can be configured with multiple nodes that are acting as collectors from different network points and all collectors nodes sending the collected network protocol analysis data to a reporter machine. Considering the requirement at the customer environment a single collector + reporter system is configured with RUEI on the following hardware configuration. Details of RUEI Hardware 48 GB memory with 2Quad Core Intel Xeon processors Next Generation Siebel Monitoring: A Real World Customer Experience Page 4

5 400GB disk storage 300GB for Database and 100GB for RUEI_DATA 2 NICs (fiber channel) for the collection of network traffic (sniffing) 1 NIC for web access and reporting This machine is planned to monitor few more application along with the Siebel CRM suits. The RUEI installation has been upgraded to RUEI 6.5 after initial implementation of RUEI collector and Network Location When implementing the RUEI system it is important to choose the correct location on which the RUEI collector listens to the network traffic. At the present customer scenario, the following configuration is used: SPAN port on core switch that routes to the load balancer with a filter of copy only load balancer traffic. Primary and standby core switch SPAN ports are connected to the collector machine. This shows the traffic being collected by both the interfaces of RUEI collector from the primary and standby switches. Eth0 is collecting from standby and eth1 is collecting from the primary switch. Next Generation Siebel Monitoring: A Real World Customer Experience Page 5

6 RUEI Reporter Configuration The Siebel production system serves multiple countries. In RUEI the suite definition is done for each country as follows: Each country is defined as a different suite in RUEI based on the Find URL suite identification. The configuration (for each country) like: Oracle Real User Experience Insight Accelerator for Siebel provides an out-ofbox real user monitoring solution for Siebel that automatically discovers Siebel CRM Applications and translates network objects into manageable business services Above suite definition is for P01DE suite, the same configuration is done for other countries. KPIs are defined as to be seen in this overview: As per the customer s needs, they were able to configure the main dashboard with the required KPIs. The key metrics used were the overall end to end page loading time, concurrent sessions, failed page views and URLs. This configuration leads to the following dashboard view: Next Generation Siebel Monitoring: A Real World Customer Experience Page 6

7 Siebel AMP Configuration Siebel AMP comes part of Enterprise Manager Grid Control. Customers just need to apply the mandatory patches on the OMS and the Monitoring Agents to get ready for discovering the Siebel targets in the Enterprise Manager. Following patches are the mandatory requirement on EM : Agent Patch Agent Patch OMS Patch Discover Siebel Targets Customer has discovered all the Siebel suites in the EM Console. Production, System testing and development instance of Siebel Enterprise are discovered in the EM for regular monitoring and management of the end-to-end infrastructure. Next Generation Siebel Monitoring: A Real World Customer Experience Page 7

8 While the development and test Siebel servers are running on single host with one gateway server and one Siebel server, the System testing and Production servers have multiple object manager servers involved. The Siebel AMP homepage after the required targets discovered looks like the following: Siebel Targets are modeled in Enterprise Manager to reflect the Siebel Topology. The Siebel system consists of multiple components making up the system. The dashboard functionality gives a single page view of overall system health. Standard EM functionality of monitoring the required metrics and storing the information in the repository and the capabilities to submit jobs and other automation help the regular monitoring of the Siebel Targets. The Update Now button on the Siebel Suite home page is useful to get the updated topology information when the customer added further Siebel Object Manager servers to the topology. Next Generation Siebel Monitoring: A Real World Customer Experience Page 8

9 Real User Experience Insight combined with Siebel Application Management Pack provides unique capabilities for real time performance monitoring of Siebel Applications right from End user till Application down till Infrastructure layer USE-CASE: STEP BY STEP PERFORMANCE MANAGEMENT This section will show a step by step use case how the tools RUEI and Siebel AMP are used in quickly identifying the performance issues and communicated to the different groups. First check the page loading time satisfaction of an application. The small red bar shows the page views beyond the acceptable limit hence they are frustrating page views. Drill down in application, that s the interesting eretail (P01DE) in the above example. Next Generation Siebel Monitoring: A Real World Customer Experience Page 9

10 After making a note of the page, switch to Session Diagnostics to find the sessions: Then select the user with the problems: At this point the customers can easily pin-point the session and session start time along with the user who is having the problem. Next Generation Siebel Monitoring: A Real World Customer Experience Page 10

11 Now, switch to the Siebel AMP to identify the exact task id and the log file for further analysis. The username in this case is the same user identified from previous RUEI screen. By clicking on the log file, the log contents can be viewed from the EM console, and the log file name and other information can be shared with the Customer development teams for quickly fixing the problem. Next Generation Siebel Monitoring: A Real World Customer Experience Page 11

12 The Siebel implementation team finds the Enterprise Manager information provided by operations team very useful The implementation team could identify and fix the problem quickly using Enterprise Manager Customer s development team used the information provided by the operations team and identifies the actual issue with the Siebel implementation that is causing the performance issue. By increasing certain Siebel log levels (e.g., EventContext=4, ObjMgrSqlLog=4) the SQLs generated in the frustrating views could be found. EventContext shows the Screen and View names the user accessed. ObjMgrSqlLog shows the SQL(s) executed including bind variables. Searching in the log file for the view names found in RUEI and checking the SQLs executed afterwards, the SQL(s) running too long could be identified. By tuning these SQLs, either using new indexes or changing the configuration of the application, the application was tuned to remove the frustrating views. In other cases SARM was used to analyze where the time was spent in the view. It was determined that Workflows called synchronous in the Object Manager took very long to process data. By changing the configuration of these Workflows or calling the asynchronous while the user could proceed on working with the application. Therefore the business process needed to be redesigned. Once the relevant fix is identified, and tested on the dev/test environments the fix was applied on the production. The RUEI dashboard reflects the changes immediately. We get the page loading satisfaction back into the acceptable range by removing the frustrated page views. Next Generation Siebel Monitoring: A Real World Customer Experience Page 12

13 CONCLUSION Customers can achieve a superior insight into Siebel CRM monitoring and get a superior ownership experience using combined capabilities of Real User Experience Insight and Siebel Application Management Pack. A quote from this Customer who provided this real life case study: We use RUEI on technical administration to get information, how the application feels on customer side and for management point of view to get the information of SLA agreements in fact of guaranteeing a dedicated response time to our customers. We verify the SLA with RUEI KPIs which are implemented in a management dashboard. Next Generation Siebel Monitoring: A Real World Customer Experience Page 13

14 REFERENCES 1) Real User Experience Insight Webpage on OTN: experienceinsight.html 2) Application Management Webpage on OTN: mt.html 3) Achieving a Superior Ownership Experience in Manageability and Quality for Siebel CRM: %20superior%20ownership%20experience%20for%20siebel%20crm.pdf 4) Monitoring the Real User Experience of Oracle Siebel Users 5) Application Performance Management Webpage on Oracle.com: Next Generation Siebel Monitoring: A Real World Customer Experience Page 14

15 Next Generation Siebel Monitoring: A Real World Customer Experience June 2010 Author: Prasad Chitta Contributing Authors: Dirk Zielinski, Gagan Chawla, Venkatesh Srinivasan Oracle Corporation World Headquarters 500 Oracle Parkway Redwood Shores, CA U.S.A. Worldwide Inquiries: Phone: Fax: oracle.com Copyright 2005, Oracle. All rights reserved. This document is provided for information purposes only and the contents hereof are subject to change without notice. This document is not warranted to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this document and no contractual obligations are formed either directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior written permission. Oracle, JD Edwards, and PeopleSoft are registered trademarks of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners.

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