NOT ALL END USER EXPERIENCE MONITORING SOLUTIONS ARE CREATED EQUAL COMPARING ATERNITY WORKFORCE APM TO FOUR OTHER MONITORING APPROACHES

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1 NOT ALL END USER EXPERIENCE MONITORING SOLUTIONS ARE CREATED EQUAL COMPARING ATERNITY WORKFORCE APM TO FOUR OTHER MONITORING APPROACHES

2 COMPREHENSIVE VISIBILITY INTO END USER EXPERIENCE MONITORING REQUIRES A DEEPER LOOK Although traditional APM and device monitoring products provide some aspects of End User Experience Monitoring, enterprise IT Ops teams relying on these solutions can find themselves blind to what their workforce users are actually experiencing. End User Experience Monitoring goes hand in hand with Application Performance Management (APM). In its Magic Quadrant for Application Performance Monitoring, 1 Gartner considers End User Experience Monitoring the first of the five functional dimensions necessary for enterprises to achieve the objectives of APM. After all, analyzing the performance of an application requires data on how application parameters like availability, latency, response time, and usability appear to the end user. As a result, every leading APM vendor includes End User Experience Monitoring as part of its solution. Physical and virtual device monitoring products include different aspects of End User Experience Monitoring that are not covered by traditional APM vendors. By monitoring events, processes, resource consumption, memory, and hard drive performance, these products provide IT Ops a view into problem areas that potentially impact the experience of their end users. Although these products provide some aspects of End User Experience Monitoring, enterprise IT Ops teams relying on these solutions can find themselves blind to what their workforce users are actually experiencing as they use the full range of business critical applications on mobile, virtual, and physical devices. Traditional APM and device monitoring vendors leverage four approaches commonly found in the market to solve some of the problems some of the time, but each has important limitations. Explaining this conflict requires a deeper look at what other vendors classify as End User Experience Monitoring. 1 Gartner Magic Quadrant for Application Performance Monitoring, Jonah Kowall, Will Capelli, October 28, 2014, G Aternity, Inc. All other trademarks or trade names are properties of their respective owners. All rights reserved. 2

3 Synthetic monitoring can proactively identify application availability and execution issues, but it knows nothing of an organization s end users and their actual experience. Network-based packet capture is useful in security and network management, but becomes expensive at higher network speeds, fails to capture actual screen render time or end user device data, and cannot monitor apps that are not web-based or activities that don t generate network traffic. 1. Synthetic Monitoring Synthetic monitoring is an approach in which a script is executed that emulates users interacting with applications. The scripts are run at periodic intervals to proactively identify application availability and execution issues before end user experience is impacted. This approach is useful in determining application availability and establishing general performance, especially for applications that are not accessed by real users 24 hours a day, 7 days a week. Synthetic Monitoring is also valuable for applications that rely on APIs to access third party services. However, this solution knows nothing of an organization s end users and their actual experience. If an end user were to call the service desk with a problem, this solution would tell them nothing about what the end user was actually doing or experiencing. In addition, it can be time-consuming to create and maintain the scripts on which this approach relies. 2. Network-Based Packet Capture These solutions gather network-based response time and error metrics from the network, browser, or application that impact end user experience, such as HTTP/HTTPS or other network transactions on the wire, such as TCP. This approach requires close coordination with network engineers to identify the optimum points in the network to place the specialized networking equipment required to aggregate and filter traffic for analysis. Although packet aggregation and brokering gear can also be used for security and network management, it becomes exponentially more expensive as network speeds increase. Network-based packet capture solutions do not provide visibility into the actual screen render time within the browser or application, resulting in cases of dubious end user experience reports. Web and network requests or responses can go over the wire subsecond, but if there is heavy client-side processing or a lot of data, the screen within the browser or application can take 10 seconds or more to render. Apps delivered via cloud or virtualization also present challenges to this approach. This approach cannot monitor the wide variety of enterprise applications that are not web-based or application activities that don t generate network traffic, such as opening a cached in MS Outlook. Finally, these solutions provide no data about what is happening on the user s device, which often correlates to user experience Aternity, Inc. All other trademarks or trade names are properties of their respective owners. All rights reserved. 3

4 JavaScript Injection is useful for those web and mobile applications that are under an enterprise s direct control, but requires proxy servers or load balancers for other applications hosted externally. The metrics gathered by device monitoring provide no insight into how end users are actually experiencing the applications they use. 3. JavaScript Injection This solution injects JavaScript code into a web application in order to get timings of what is occurring within a user s browser. This approach can include calls to 3rd party apps, so it gets closer to the actual user s experience, but works only for web applications and hybrid mobile apps. JavaScript injection cannot provide any correlating metrics about what s happening on the user s device. Monitoring applications that are hosted outside of the control of the enterprise, such as SaaS based applications, requires JavaScript injection using proxy servers or load balancers, which adds complexity, expense, and implementation challenges for fragmented network topologies. 4. Physical and Virtual Device Monitoring In today s converged, next generation end user computing environment, the workforce navigates seamlessly between physical, virtual, and mobile devices as they conduct business using a broad portfolio of apps. Device monitoring solutions monitor operating system metrics like resource utilization (CPU, memory, etc.) and health (application crashes, blue screens, etc.), which are certainly important factors that can impact user experience. Device monitoring has also become popular in the VDI space for physical to virtual assessments and for monitoring the virtual desktop infrastructure. Device monitoring does not provide any insight into how end users are actually experiencing the applications they use. When users call to complain that the application in their VDI environment is running slowly, they are not complaining about device metrics like CPU or memory. They are complaining about their ability to execute a business activity, like look up patient, process an insurance claim, or search a customer record Aternity, Inc. All other trademarks or trade names are properties of their respective owners. All rights reserved. 4

5 ATERNITY WORKFORCE APM CLOSES THE APM VISIBILITY GAP By effectively transforming every device mobile, physical, or virtual into a self-monitoring platform that is user experience aware, enterprises can measure, manage, and improve workforce productivity for the full range of applications in the enterprise portfolio delivered on any device. Web Apps Java Thick Client Tablet Desktop Application Virtualization Smartphone Laptop Mobile SaaS Virtual Desktop Productivity Desktop Virtualization A different approach is required to close the visibility gap between your workforce s real user experience and what application-centric APM tools or device monitoring tools provide. The problem is that you can t accurately measure end user experience by starting at the data center and looking out. You have to start from the perspective of the end user looking in. Aternity Workforce APM monitors any application on any physical, virtual, or mobile device, providing a usercentric vantage point that closes the visibility gap existing with traditional APM and device monitoring tools. This approach uniquely provides a complete view of end user experience and device metrics correlated to that experience, for the full range of applications and devices that the enterprise workforce relies on in today s converged cloud, mobile, and virtual environments. Track workforce productivity across the full portfolio of apps used on all devices 2015 Aternity, Inc. All other trademarks or trade names are properties of their respective owners. All rights reserved. 5

6 REAL WORLD ASSESSMENT OF APPROACHES TO END USER EXPERIENCE MONITORING As enterprises adopt the constant stream of new business-critical applications delivered via cloud or on premise, running on physical, virtual, and mobile devices, IT must keep pace, to ensure quality of service and workforce productivity. The following table illustrates a side-by-side comparison of the approaches to End User Experience Monitoring for seven common real world scenarios encountered by the enterprise workforce. The table illustrates the advantages of Aternity Workforce APM. Instrumenting physical or virtual devices with agents, or mobile apps with an SDK, uniquely provides a complete view of end user experience and device metrics correlated to that experience, for the full range of applications and devices that the enterprise workforce relies on in today s converged cloud, mobile, and virtual environments. SCENARIO SCENARIO SCENARIO SCENARIO Opening Cached in Outlook Searching For Patient Record in EHR App (e.g. Cerner) Executing SAP Transaction Code (e.g. VA01 Create Sales Order) Saving Record in Web App (e.g. Siebel) Opening Record in SaaS App (e.g. Servicenow) Opening Document in Virtualized Environment Opening Screen on Mobile Workforce App (e.g. Salesforce Automation) Synthetic Monitoring MONITORING APPROACH Network-Based Packet Capture TCP packets for the activity, but no device metrics TCP packets and BAPI calls for the activity, but no device metrics Web request / response pairs TCP traffic for POST/GET transactions on the wire, but no device metrics Web request / response pairs TCP traffic for POST/GET transactions on the wire, but no device metrics JavaScript Injection Web page activity response time Web page activity response time if web-based app Device Monitoring Device resource metrics, not correlated to user activity Device resource metrics, not correlated to user activity Device resource metrics, not correlated to user activity Device resource metrics, not correlated to user activity Device resource metrics, not correlated to user activity No activity for that user Resource metrics for the VDI device the user was using No activity for that user Resource metrics for the mobile device Agent On End User Device Time for content to render on user s screen, compared to Device metrics correlated to user activity Time for patient record content to render on user s screen, compared to Device metrics correlated to user activity Time for transaction content to render on user s screen, compared to Device metrics correlated to user activity Time for record to be saved, as seen on user s screen, compared to Device metrics correlated to user activity Time for record to be opened, as seen on user s screen, compared to Device metrics correlated to user activity Time for document to be opened, as seen on user s screen, compared to VDI device metrics correlated to user activity Time for screen to render on the device, compared to Mobile device metrics correlated to user activity 2015 Aternity, Inc. All other trademarks or trade names are properties of their respective owners. All rights reserved. 6

7 ENTERPRISES USE ATERNITY SIDE BY SIDE WITH TRADITIONAL APM PRODUCTS TO DRIVE BUSINESS RESULTS ACROSS THE FULL PORTFOLIO OF ENTERPRISE APPLICATIONS Aternity s unique approach to End User Experience Management complements traditional APM products that address other dimensions of APM, such as application topology discovery, application component deep dive, and IT Operations Analytics (ITOA) for certain classes of applications like web and mobile. Enterprises use Aternity to ensure quality of service for the full portfolio of business critical applications delivered over mobile, web, virtual, cloud, or physical environments, side by side with traditional APM products. Aternity s unique approach to End User Experience Management complements traditional APM products that address other dimensions of APM, such as application topology discovery, application component deep dive, and IT Operations Analytics (ITOA) for certain classes of applications like web and mobile. Together, Aternity and traditional APM products deliver extensive benefits to enterprise application developers, IT Ops, and the line of business. IT Ops Expands Support to the Entire App Portfolio IT Ops leverages End User Experience Management of workforce applications such as productivity applications, public-cloud based applications, Thick Client applications, and applications delivered via Citrix and other virtual desktop technologies, to extend their service assurance capabilities beyond custom-developed, consumer-facing web and mobile applications to the complete enterprise portfolio. The Line of Business Gains Insight into Workforce Productivity The line of business gains complete insight into the impact of the performance of the full enterprise application portfolio on the productivity of their tech-dependent workforce, in addition to the impact of the performance of consumer-facing web applications on revenue and customer satisfaction. Aternity s expanded view of the enterprise end user is what enables enterprises to measure, manage, and improve workforce productivity. Rather than the anonymous consumer executing transactions on a web application, the enterprise end user has a meaningful identity consisting of not just a name, but a role, department, and office location within the organization. Rather than the individual, ad-hoc transactions executed by consumers, the enterprise end user conducts a range of business activities throughout the day, on multiple devices - physical, virtual, and mobile from a variety of locations. Rather than the simple transactions which consumers execute on web applications, the applications used by the workforce may be part of a complex user workflow, consisting of a sequence of business activities, often spanning multiple applications Aternity, Inc. All other trademarks or trade names are properties of their respective owners. All rights reserved. 7

8 Edit Account SUBMIT SUCCESSFULLY SUBMITTED Edit Account SUBMIT SUCCESSFULLY SUBMITTED SUBMIT User Interactions Business Activities Edit Account START Click Submit IDENTIFICATION Successfully Submitted SUCCESSFULLY SUBMITTED UNAVAILABLE Transaction Failed COMPLETE Successfully Submitted INCOMPLETE Click Submit Network Interactions Reporting https://na3.salesforce.com/ z2jvhttp Requests https://na3.salesforce.com/secur/frontdoor.jsp?sid=00d sly%21ar0aqa796ucdrih3gyavsricah6ne PNxuGScWpagHbAj9RtYu3oFD0EhXlMTieMvSstlmXqtIGXwSoQZCYqWCmoaX1Y89Mfb&retURL=%2Fhome%2 Fhome.jsp&apv=1&cshc= RIzW sly&display=touch SELECT * FROM TAB1, TAB2 WHERE TAB1.KEY=TAB2.KEY AND TAB1. NAME=:mynameUPDATE RECORD SET VAL= WHERE KEY=AA SS1213INSERT INTO TAB1 (VAL, NAME, ID, RES) AS SELECT * FROM TAB Enterprises can define user interactions with applications in the context of a business workflow to provide business context Empowered by these capabilities, the enterprise line of business can address the following key use cases. Determining whether or not SLAs are being met, by analyzing business activity performance by geography, department, and device type Validating expected gains in productivity by comparing business activities over time, by department, and across mobile and wired devices Verifying application performance is maintained after migrating to a centralized virtual infrastructure, by comparing performance on virtual and physical devices Holding cloud providers and outsourcers accountable to SLA targets, by measuring end user experience across geographies and business locations Cost justifying the investment to upgrade to the data center or desktops, by reporting the financial impact of lost productivity Determine whether or not SLAs are being met by analyzing business activity performance by geography, department, and device type 2015 Aternity, Inc. All other trademarks or trade names are properties of their respective owners. All rights reserved. 8

9 CONCLUSION Only Aternity Workforce APM, with its comprehensive approach to End User Experience Management across any application delivered on any device, enables IT Ops and the line of business to measure, manage, and improve workforce productivity. Aternity Workforce APM Comprehensive End User Experience Monitoring Optimizes Productivity of the Tech-dependent Workforce As enterprises develop and roll out ever more applications to drive their businesses, IT Ops must keep pace with the complexity of assuring their reliability and developing insights into the impact of application performance on the business. The line of business needs assurance that strategic initiatives like mobility, cloud, and virtualization deliver the expected benefits to the business. Only Aternity Workforce APM, with its comprehensive approach to End User Experience Management across any application delivered on any device, enables IT Ops and the line of business to measure, manage, and improve workforce productivity. Implement as SaaS or On-premise Aternity Workforce APM provides a SaaS or on-premise platform for ensuring the reliability of any business-critical application running on mobile, virtual, and physical devices. Request a free product evaluation: Zensar End User Experience Management Service Zensar understands that end users want to work in the most efficient way possible. An anywhere, anytime and any device work culture is redefining how the end user works and connects to enterprise infrastructure. This paradigm shift is forcing enterprises to view IT infrastructure availability through end user s real time experience. While traditional monitoring services enable enterprises to see availability of infrastructure in the data center, Zensar s End User Experience Management services enable them to manage end user experience through the eyes of their end users by providing a 360 degree view of IT service availability, usage and satisfaction on any device at any time. Zensar provides a full range of 24x7 monitoring, analytics and end to end support solutions to enable enterprises to transform user experience on any device any application from any location. This unique solution offer enterprises proactive monitoring and provides in depth analytics to identify critical issues and proactively communicate them to the IT support team, business stakeholders and senior management. Zensar s EUEM solution combined with data center monitoring services bridge the visibility gap between traditional infrastructure monitoring in the data center and provides visibility of both end user and backend IT infrastructure. Managed EUEM Services enable enterprises to maximize their Aternity platform as well as access to industry best practices for monitoring and analytics and strong integration capabilities with data center and application monitoring technologies. For more information please call (508) or visit our Aternity, Inc. All other trademarks or trade names are properties of their respective owners. All rights reserved. 9

10 ABOUT ATERNITY & ZENSAR Aternity monitors any application on any physical, virtual, or mobile device, providing a user-centric vantage point that closes the visibility gap existing with network- and server-centric application performance management tools. By effectively transforming every device physical, virtual, and mobile into a self-monitoring platform that is user experience aware, enterprises are empowered with user-centric, proactive IT management capabilities that dramatically reduce business disruptions and increase workforce productivity. Visit to register for a free product evaluation today. Zensar s Infrastructure Management services enable leading companies worldwide to optimize, secure, manage and support their mission-critical infrastructure. Zensar partners with clients to align IT programs and goals with enterprise strategy to deliver solutions that drive business process and improve the availability, reliability and performance of data center, end user computing, security and compliance infrastructure. The company has industry expertise that spans Manufacturing, Retail, Insurance, Healthcare, Utilities, and Banking Financial Services. An RPG Group company, Zensar has employees with sales and operations presence across US, UK, Europe, Middle East, South Africa, Singapore and Australia. For more information visit Find AternityInc on: Prepared by Aternity, Inc Aternity, Inc. All other trademarks or trade names are properties of their respective owners. All rights reserved.

NOT ALL END USER EXPERIENCE MONITORING SOLUTIONS ARE CREATED EQUAL COMPARING ATERNITY WORKFORCE APM TO FOUR OTHER MONITORING APPROACHES

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