Wily CA Application Performance Monitoring (APM) Managing Critical Applications (JEE &.NET) with Wily Introscope The Key to Application Performance Management and Customer Success Robert Dring Senior Consultant Northern EMEA Webmedia User Conference, Tallin, Estonia. 7th December 2006 email : robert.dring@ca.com Tel : +44-7917-046945
Agenda Why Application Performance Monitoring/Management? Introscope & Application Performance Management Architecture / How / What Introscope s Blame Technology An Introduction To.NET Monitoring Customer Experience Manager (CEM) Summary / Q & A Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 2
tere tulemast Tallinna!
Why Application Performance Monitoring/Management?
Today s IT Challenges Web-Tier Application-Tier Database-Tier Mainframe-Tier Shift to web based apps Increased complexity Seas of data Customer satisfaction, how do you know Wasting resources Do more with less PROBLEM PROBLEM PROBLEM Quick time to market, increased importance and reliance N-tier environments, access from anywhere anytime Overwhelmed by various alarms and health information IT reports all is well, yet users are complaining Constant mis-diagnosis, false positives, finger-pointing, rework Pressure to reduce operating costs and improve quality of service Inconsistent performance of business applications Lack of understanding of the business impact of an incident The time & resources to identify, isolate, and solve customer incidents Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 5
When There s a Problem, IT Needs to Know Where the Transaction is Failing Are customers affected? Network Firewall Is authentication server slow? Load Balancer Identity Manager Can I find the problem? Did we record everything? Portal SAP Are business apps slow? PSFT Mainframe What s mainframe response time? Siebel End User Router Switch Web Servers Applications Database Web services down? Are transactions failing? What about the web servers? Web Services Databases Are 3 rd parties meeting SLAs? 3 rd Party Applications How is database response? Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 6
Where are Transactions Processed? End-to-End, Always-On Transaction Visibility Drill Down: End User Experience Drill Down: Application and App Server Availability and Performance SAP Drill Down: Back-End Availability and Performance PSFT Siebel Network Firewall Load Balancer Portal Mainframe Router Switch Web Servers Applications Database Most web applications are made up on three tiers: Most Front web-based end client applications do NOT process much Middleware of the transaction, only presentation. When monitoring Back ends the (databases, client and the transaction client s network systems, it is and critical legacy to focus systems) on problems to you CAN control -- SOA your architectures own systems which and include network. Enterprise Services Bus (ESB) and Web Service layers, complicate the picture. Identity Manager 3 rd Party Applications Web Services Databases Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 7
Traditional Management Approach: Monitor the Infrastructure Necessary but not sufficient Identity Manager SAP PSFT Siebel Network Firewall Load Balancer Portal Mainframe End User Router Switch Web Servers Applications Database Web Services Databases 3rd Party Applications Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 8
Introscope & Application Performance Management
Types of Performance Problems Database To solve this Too Many EJB Calls? App Server Configuration? Web Application Server Is it JDBC? HTTP Server More Traffic Than Expected? Which One is the Cause? Transactions Too Slow? Transaction Server Application Not Scaling? CPU Overloaded? Security Server Bottleneck? Security Authorization Server requires a multidimensional approach Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 10
Why Application Performance Monitoring? Customer complaining! Web Servers Where s the Problem? Application code? Hardware? Web App Server? Database Servers? Mainframes? Security Systems? Internet traffic? MQSeries App Server Database Servers Backend Systems Security Servers CICS Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 11
Wily s Business is Web Application Management (not just Java App Management) Our goal is to manage all business-critical transaction-oriented web applications for our customers Focused on Java initially because of its adoption Now extending to Microsoft.NET because of its rising popularity amongst our existing customers & future prospects Managing heterogeneous application environment will be our specialty Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 12
Introscope product line Enterprise Application Management solution for mission critical production applications used by Global 3500 companies Monitors Java apps from inside the JVM Monitors Microsoft.NET apps from inside the Managed CLR environment Also monitors non-java/.net systems from the outside V1.0 shipped in 1999 Currently shipping version V7.0 (GA in May 2006) 600+ worldwide customers Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 13
Wily s Customer Success Management Solution is supported by Introscope & CEM Customers Transactions Business Processes Customer Experience Management Application Platforms and Middleware Applications Application Performance Management Databases Network, Systems and Servers Authentication Real time monitoring from end-to-end for ALL transactions Correlate actual user experience with application performance Predict problems before customers are impacted Quickly triage problems to improve availability & performance Monitor and document SLA performance Collaborate across IT and the Business to insure customer success Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 14
Customer Benefits End-to-end transaction visibility into all transactions, across the web infrastructure (Java or.net) Proactive notification before SLAs are compromised Automatic discovery, monitoring, and triage for the application environment Deep visibility into each transaction across processes Capture 100% of performance data for SLA management, trend analysis, capacity planning Manage heterogeneous.net and J2EE environments Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 15
Pitfalls without 360 Stakeholder Management Lack of 24x7 in-depth visibility into the Application Reactive Management - using a crank when problems occur Overhead issues affect end-user performance Single console is not appropriate for collaborative management Require usage of different tools throughout the life cycle Generally require a framework with many components Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 16
Introscope provides a common Language for Various IT Stakeholders to Manage and Solve Problems Together Business-Facing Application Owner Negotiate SLAs with Business Measure customer satisfaction and business processes Provide reports to Bus and Operations Management Operations 24x7 live views of application P&A SLA monitoring Proactive incident detection App Developer Deep views into web application Component-level blame Pinpoint root cause Application Support Consistent, end-to-end view Evidence collection based on hard data Route problem to right person for fix Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 17
What kind of customer problems do we solve? Are customers affected? Network Firewall Is authentication server slow? Load Balancer Identity Manager Can I find the problem? Did we record everything? Portal SAP Are business apps slow? PSFT Mainframe What s mainframe response time? Siebel End User Router Switch Web Servers Applications Database Web services down? Are transactions failing? What about the web servers? Web Services Databases Are 3 rd parties meeting SLAs? 3 rd Party Applications How is database response? This picture applies to both Java-only &.NET-only environments except the Java environments Copyright are 2006 CA and probably Wily Technology, Inc. All Rights slightly Reserved. more complex 18
And if you were to look inside the Java app SOA-based Java Web Apps are Complex Highly componentized, distributed across your enterprise and connected to multiple back-end systems Login JSP JNDI LDAP Server Login Request Response Account Info Servlet Account Transaction Servlet Account EJB CICS/TuxedoConnector WebSphere MQ Connector WebSphere BI JDBC Driver Database CICS/IMS/Tuxedo MQ Series SAP, Siebel, PeopleSoft Request Response APPLICATION Threads Sessions Pools Transaction APPLICATION SERVER Memory File and Network I/O JVM AIX HP-UX Linux OS/390 OS/400 Solaris Windows z/os Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 19
so are SOA-based.NET Web Applications Login ASP.NET ASP.NET SQL Server Browser Check Quote ASP.NET Enterprises Services Web Service Consumer Web Services ASMX Web Service Producer Directory Service.NET Messaging Directory Server Messaging Server Transaction APPLICATION DOMAIN CLR WINDOWS and imagine what happens when you have a heterogeneous environment with BOTH Java and.net Web Apps Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 20
Heterogeneous App Environment is Exponentially More Complex Mainframe MQ Web Services Web Services DB2.NET APP J2EE APP J2EE Web Services SQL Server Databases.NET APP 3 rd Party Applications Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 21
Silo-Based Management Does Not Work 05:00 06:00 07:00 08:00 09:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 % available.net App Java App Messaging Database Mainframe Trans Server 99% 99% 99.9% 99.9% 99.999% 99.9% End-User App 80% Unavailable or Slow Available, Performant Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 22
Wily Solution Overview Only Wily Gives You Deep Visibility into Java/.NET Apps from the INSIDE to Predict, Diagnose and Record Performance in Real-Time Introscope PowerPacks Databases, Web Services, Back-End Systems Availability, Performance, Errors, SLAs CA Network, Database, Systems, Workload, 3 rd Party Applications Identity Manager SAP PSFT Siebel Network Firewall Load Balancer Portal Mainframe End User Router Switch Web Servers Applications Database Web Services CEM Customer Experience, Transaction Success Rates, Failures, Errors, Defects, Scorecards, SLAs, Six Sigma Business Cost $$ and Impact Introscope Availability, Performance, Failed TXs, Errors, SLAs Always-On Recording Transaction Tracing 3 rd Party applications Databases Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 23
Introscope Highlights Wily is committed to enabling enterprises to put Java-based web applications into production quickly, and to keep them there 24 x 7 monitoring Incident detection & notification Rapid triage Root cause analysis Trend Analysis / Planning Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 24
Introscope Highlights 24 x 7 Monitoring: How is my system performing? Real-time view of Application performance Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 25
Introscope Highlights Incident Detection & Notification: Tell me when there s an issue Online Purchasing Early indications of a problem Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 26
Introscope Highlights Rapid Triage: Where exactly is the problem? Determine the exact problem component (e.g. slow DB call) Online Purchasing Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 27
Introscope Highlights Root-Cause Analysis: What s causing the problem? A complete breakdown of slow transactions: For example: Many small DB calls => Death by thousand paper cuts Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 28
Introscope Highlights Trend Analysis / Planning: Are we performing as well as 6 months ago? Online Purchasing Historical views using live dashboards Every transaction is stored for review Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 29
How does Introscope Work An Introduction 24 x 7 Monitoring Like an aircraft flight recorder its always on. Operates in Production as well as QA testing and Dev environments with low single digit overhead. (1-3% in CPU Utilisation) Requires no changes to source code. Provides real-time and all historical performance data in the same interface. Works in any JVM and any J2EE Application Server. Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 30
How does Introscope Work What does it work with? Core Application Servers WebSphere Application Server (Versions 4.x to 6.x) Other Major Application Server Vendors And any others that use a JVM of JDK 1.2 or higher Additional Components Web Services MQ Series / Tuxedo Portals (WPS) 5.02 and above. Integration (WBI, WLI, SAP Enterprise Portal) Web Servers (Apache, IIS, etc.) And others including: (z/os, Oracle Databases, etc.) Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 31
Inside to Outside Internal JVM View with No Source Code Changes CICS / IMS / Tuxedo Authentication Connectors Workflow Mainframe Transaction Request Response Inside-to-Outside End-to-End MQ Series Third Parties PORTAL JAVA APPLICATION SAP, Siebel, PSFT JVM Content APPLICATION SERVER INTEGRATION Databases Web Services AIX HP-UX Linux Solaris Windows OS/390 OS/400 z/os Fine-Grained Production Monitoring Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 32
Industry Standard Byte-Code Instrumentation Means Fast Time to Monitoring Wily BCI Approach validated by Java Community Wily code adopted into J2SE 1.5 Instrumentation on the fly means no coding required Wily Agent compatible with ANY JVM later than JDK 1.2 Sun, IBM, JRocket, etc. Instrumented Code loaded into memory Wily Does NOT modify source code! Introscope AutoProbe Integration with JVM ClassLoader Application Object Code (.jar files, etc.) CLASS 10100101 11101010 10010010 10100101 00010110 Probes Inserted Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 33
Managing Heterogeneous Apps with 1 Single Tool and 1 Single User Interface Swing or Browser Workstations Java Agent J2EE Applications Application Server Real-time, Historical, and Performance Alerting Introscope Enterprise Manager Introscope Agents JVM.NET Agent.NET Applications Alerts, Events and Performance Data CLR App Health, SLA and Capacity Planning reports Historical Data Agent Introscope EPA Non- Java /.NET Systems Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 34
Monitors Java applications as soon as it is installed No coding is needed Introscope automatically detects and monitors any J2EE Components EJBs Servlets JSPs JNDI JMS Advanced Metrics Concurrency Stalled Methods Instance Counts Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 35
From the Browser - Browser Response Time Adaptor Browser response time from a user point of view 100% real transactions, not a pinger Associated customizable dashboards Answers these questions Is it our application or the network? Is the problem between the browser and the app server? What are average response times for this URL? This IP? Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 36
to the Database Tier - SQL Agent SQL Agent Monitoring SQL Statement Performance from Java s point of view Slow transaction Oracle specific data PowerPack for Oracle Database - Assessing Oracle s health using Introscope Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 37
to the messaging tier - For example: MQ Series MQ Series Server MQ Series Connectors WBI Adapters Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 38
Analyze Failed Transactions with - ErrorDetector View detailed information about errors as soon as they happen and improve end user experience You need the ability to detect and diagnose the causes of serious errors, which can prevent individual users from completing web transactions Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 39
ChangeDetector: What change affected my App? Graphic visualization of change events Files (text & binary) Archives & JAR files Classes loaded into the JVM System properties Oracle Database tables Configuration of connected subsystems (via EPA) Detailed change event analysis Change events visually displayed with performance metrics Type of change (addition, deletion, modification) Time of change Difference between versions (for text files) Hierarchical and historical views of changes Customized reporting Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 40
Analyse Problematic Transactions - Transaction Tracer If App s Average Response for Most Users is Fine Isolate problematic individual transactions Analyze and pinpoint bottleneck for each Improve overall app performance From Browser to Back-end How Do You Help the Isolated Incidents? HELP HELP Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 41
Introscope gathers system resource information in addition to Java metrics Introscope is designed to provide ALL the data required to manage applications In addition to Java Code Performance, this includes: Process monitoring Disk Utilization CPU Etc. Log File Message counts and monitoring Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 42
LeakHunter - Eliminating Production Memory Problems App is Down Again!!! Server Ran Out of Memory 24 Hours Later Management By Forced Restarts Restart App Wily can help you 1. Identify potential leaks inside production apps 2. Pinpoint sources of leaks in app components and methods 3. Monitor life of all Java objects in memory 4. Isolate and remove leaks during stress testing Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 43
Memory Leak Detection and Diagnosis Introscope LeakHunter Monitors the most common production memory leaks java.util.collections Instance Counts Monitor the life of all Java Objects in Memory Number of instances in memory at any given time Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 44
Live AND Historical Views into Java Performance Data Introscope SmartStore Historical Repository captures all Metrics all the time. A Flight Recorder for your JVM Analysis of Historical Data available in Workstation Client and via Reports Historical Data available for ANY Introscope Metrics JVM Heap Usage CPU and other Resources AppServer Resources Java code performance Records 100% of performance data for problem solving, trend analysis and capacity planning Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 45
IT to Business Technical Data & Business Views CICS / IMS / Tuxedo Authentication Connectors Workflow Mainframe Transaction Request MQ Series Third Parties Response PORTAL JAVA APPLICATION SAP, Siebel, PSFT JVM Content APPLICATION SERVER INTEGRATION Databases Web Services AIX HP-UX Linux Solaris Windows OS/390 OS/400 z/os IT to Business Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 46
Alerts and Framework Integration Aid in Collaborative Application Management Flexible/Powerful Event Manager Console Alert Message Alert Emails Events to Systems Framework Console Shell Script Actions Any combination of Events for either Threshold Easily Configurable Thresholds Caution and Danger Levels Configured in GUI Workstation Maximums or Minimums Available for Any Metric in System Response Times, Rates, Counts, Servlets, EJBs, Methods, Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 47
Where To Start? At The Beginning! : Development, QA And Production. Development QA Staging Production Hosting Understand load behavior Early detection of Certify for: Expected service levels Memory usage scaling issues + = Characterise runtime load Establish problem process Ready-to-Use Dashboards Alerts that reflect real users No surprise scaling bugs No out-of-memory restarts Fewer roll-backs Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 48
Introscope s Blame Technology
Introscope Performance Blame Visualizing a Transaction Blame Technology automatically discovers the interactions between components. Flips Into Blame Drill Down Relative Time Movement - - + + Look for components down the hierarchy that are color coded according to weight. Drills down is used in many views, such as the Introscope Investigator and Transaction Tracer. Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 50
Introscope Performance Blame Visualizing a Transaction Relative Time Movement Flips Into Blame Stack Look for the widest and deepest components when troubleshooting performance bottlenecks. This topographical view is the default Transaction Tracer view. Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 51
Introscope Performance Blame Visualizing a Transaction Client vs. Server App Server Time Network Time End-to-End Transaction Time Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 52
Introscope Performance Blame Visualizing a Transaction Multiple Servers Remoting calls in separate servers Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 53
Introscope Performance Blame Visualizing a Transaction Back End DB Transaction Tracer shows the whole transaction from front ends to back end SQL interaction. Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 54
Introscope Performance Blame Visualizing a Transaction Drill Down Transaction Tracer provides multiple views of same data. Tree view provides quick drill down. Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 55
An Introduction To.NET Monitoring
Overview The (Microsoft).NET version Browser Apps Rich Client Apps Service- Oriented Apps Other Apps ASP. NET Windows Forms Enterprise Services ASMX, WSE, etc ADO. NET More.NET Framework Class Library Common Language Runtime (CLR) Windows Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 57
Product Architecture Swing Or Browser Workstations Agent J2EE Applications Application Server Real-time, Historical, & Performance Alerting Introscope Enterprise Manager Introscope Agents JVM Alerts, Events & Performance Data.Net Agent.NET apps CLR App Health, SLA and Capacity Planning reports Historical Data Agent Introscope EPA Non- Java Systems Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 58
How The.NET Agent Works.NET Agent Web Application Probes Introscope Enterprise Manager.NET Agent ASP.NET Worker Process CLR Window OS Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 59
Agents and Application Domains In.NET framework, applications run in domains A separate Agent reports data for each domain Thus the total count of reporting Agents equals: the count of defined application domains Agent in Default Domain does not link to EM.NET Agent.NET Agent.NET Agent.NET Agent App Domain A App Domain B App Domain C Default Domain CLR Window OS Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 60
IIS Architecture Client Tier Request Application A Internet Information Server Application A ASP.NET Worker Process Window OS Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 61
IIS Worker Process Configuration Options Application A Application A Application B Application Pool App. A Worker Process WP_1 WP_2 Worker Process 1 2 3 Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 62
The.NET Agent Instrumentation Process 1. CLR Runtime checks for presence of environment variables, Cor_Enable_Profiling and COR_PROFILER 2. This info used as lookup key in COM Registry to locate AutoProbeConnector 3. The AutoProbeConnector loads the AutoProbe, also via lookup in COM Registry 4. AutoProbe locates the Agent in the GAC and loads it 5. The Agent finds its profile from environmental variables 6. Each application is instrumented according to PBDs COM Registry Global Assembly Cache (GAC) Environment Variables 1 2 3 4 5 Windows OS.NET Applications 6 AutoProbe components.net Agent CLR Environment Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 63
.NET Features Of The.NET Agent Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 64
The.NET Metric Set.NET Agent and Probe code ported over from Java version: Thus similar types of metrics measured for.net applications Average Response Time, Concurrent Invocations, Errors Per Interval, Responses per Interval and Stall Count Compatibility with Introscope 7 Frontend/Backend scheme: Data reported about frontends, application health tracked in Application Overview grid ADO.NET data layer tracked in Backends category.net Agent supports tracking of Web Services layer Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 65
The.NET Metrics In Investigator Tree Two types of Metrics: System-level Metric for ASP.NET process and CLR Application Metrics for each deployed web app Application-specific Metrics For a Particular ASP.NET Application. System-level Metrics (CPU, CLR, ASP.NET process, etc) reported in PerfMon, GC Heap and Sockets categories { Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 66
Variations In The.NET Metric Categories A number of differences between.net and J2EE resource categories: J2EE Application.NET Application Notes JSP, Servlets JDBC CPU ASP.NET Backends > <<.NET Datasource_Name >> PerfMon Processor ASPX user-facing components listed SQLAgent-reported data appears under Backends category All Windows-reported infrastructure metrics appear here Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 67
Frontend Metrics In.NET Listed under primary Frontends category Application URLs set in IntroscopeAgent.profile, or autodiscovered and placed under Default category Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 68
ASPX Metrics Listed under ASP.NET category: Metrics reported here represent user-facing aspects of page as well as code-behind logic Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 69
SQLAgent Metrics Reported in.net Listed under primary Backends category Also support Boundary Blame, listed under Frontends Apps Called Backends Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 70
Web Services Monitoring Web Services activity monitored by Agent: Appears under Web Services resource category Data gathered for both Producers and Consumers Aggregated data by category Individual performance of each Web Services component Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 71
Transaction Traces Of.NET Applications Sampled Transaction Traces/Manually-launched Sessions fully supported Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 72
Application Monitoring Resources Sample Management Module for.net monitoring ships with Solution Pack Named.Net Sample Defines: Triage-oriented Metric Groupings and Alerts Detection and Triage Dashboards, and Application and Database Detail Dashboards Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 73
Web Services Resources.NET Sample Management Module provides dashboards for Web Services monitoring Overview Dashboard Triage Dashboards Consumer Health Producer Health Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 74
The Introscope Solution Pack for.net An management solution for enterprise applications running on the.net platform Supports.NET 1.1 and 2.0 Includes the following Introscope components: Introscope.NET Agent Introscope.NET Probebuilder Introscope.NET Autoprobe Introscope.NET SQL Agent Extension Introscope 7.0 System (Enterprise Manager, Workstation & WebView) PowerPack for.net CLR Web Services Manager for Microsoft.NET Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 75
Customer Experience Manager (CEM)
How is CEM Applied Changing the way IT and Business manages to the customers point of view. Fact based management Problem Identification and Resolution Problem Identification Problem Prioritization Rapid Cause Isolation Earliest warning Resource optimization Time and cost reduction Continuous Improvement Elimination of defects & variance Before, during, after upgrades Where to focus resources Improve performance, consistency Reducing risk of changes Greatest benefit to the business Executive Reports, Scorecards, and Decision Support Actual customers experience Reports in business terms $ Unique customer information API Accurate communication Improved alignment with business Analytics and custom reporting Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 77
What Problems Does CEM address Web-Tier Application-Tier Database-Tier Mainframe-Tier Shift to web based apps Quick time to market, increased importance and reliance Increased complexity N-tier environments, access from anywhere anytime Seas of data Overwhelmed by various alarms and health information Inaccurate, inconsistent data IT reports all is well, yet users are complaining Wasting resources Constant mis-diagnosis, false positives, finger-pointing, rework Do more with less Pressure to reduce operating costs and improve quality of service PROBLEM Inconsistent performance of business applications PROBLEM Lack of understanding of the business impact of an incident PROBLEM The time & resources to identify, isolate, and solve customer incidents Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 78
What does CEM do Customer Experience Manager (CEM) Measures the success of customer transactions in real-time Customers = customers, employees, agents, etc. Transactions = login, acct summary, place order, etc. Success = 0 defects, meeting expectations Performance and quality analysis Identifies defects and variance Correlation of defects into incidents Calculates the business impact $$ of incidents Triggers immediate action to isolate incident cause Creates unique customer information (current and historical) Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 79
CEM Real-time, Distributed Architecture Transaction Event and Statistics Server TESS Transaction Impact Monitor(s) (Transaction Impact Analysis TM ) Web Tier Intranet / Internet App Tier Routers Firewalls Switches LDAP Database Tier Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 80
CEM Architecture Low Risk, Zero Overhead Customers Production Network Router Firewall Mirrored Port for XX Application Web VLAN (i.e. Cisco SPAN Port) Switch Load Balancer Web Tier Application Tier Database Tier Mainframe Tier Out-of-path Monitor Interface No IP Address Management Interface Requires IP Address Management VLAN Transaction Impact Monitor (TIM) TIM Management Interface Requires IP Address Real-time copy of production customer traffic Mirrored port of the application VLAN Core Ethernet Switch, Load Balancer, Network TAP Transaction Event and Statistics Server (TESS) TESS Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 81
CEM - Deployed Production Mirrored Port for XX Application Web VLAN (i.e. Cisco SPAN Port) Bob Wright Process Order Slow Transaction Time = 22.8s 06.01.05 8:59:48am Out-of-path CEM Monitor Interface No IP Address Identifies and Measures Customer Transactions Behavior and Content Defect Detection Correlation of Defects into Incidents CEM Incident: Process Order Slow Time > 5.0s 256 Customers, 22 Premier Time: 06.01.05 8:59am Duration: 35minutes Incident cost: $278,00 Evidence Collection: Network, Web, App, DB,MF Business Prioritization and $$ Impact Analysis Evidence Collection of Infrastructure State (performance, utilization, configuration, logs) Incident Forwarding into Existing Systems and Procedures Unique Customer Transaction Repository (Current and Historical Reporting, Scorecards, Analytics) Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 82
CEM - Features Transaction Impact Analysis TM Production customer transactions Customer / user identity by name Business impact $$ analysis Creates Unique Customer Information in Real-time Zero insertion risk Real-time analysis of copy of production traffic No agents, no app changes, no latency, no load Simple deployment and operation Appliance-like installation One-time setup for universal visibility Open API CEM CEM Platform (Transaction Impact Analysis TM ) Real-time, scalable to the largest environments Distributed architecture available for global institutions Open API and gateways for integration with existing systems Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 83
CEM - Focus on What is Important Get above the noise Define once, monitor everywhere Transaction discovery options Standard transaction recorder (browser based) Advanced transaction recorder (TIM based) Script translation recorder(convert Mercury scripts, packet captures, etc.) Transaction Discovery Not impacted by application UI changes Transaction order structure CEM Business Processes Group of Business Transactions Siebel Order Provisioning Business Transactions Series of pages Login Transactions Page Execute Login (SWE) & 14 others Components URLs JavaScript, style sheets, etc. NOTE: In most J2EE applications a Business Transition and a Transaction are the same Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 84
CEM Transaction Discovery Recorders Used in the One Time Define process Record users executing transactions one time Create generalized signatures Deploy to TIM(s) to monitor all users Simple Recorder - IE browser helper object Advanced Recorder runs on TIM(s) Transaction Import Utility reads: HTTP packet capture files (no SSL) Mercury VuGen log files Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 85
Networking & Security CEM secure platform CEM has no IP address on the monitored network CEM only needs an IP address on the Management VLAN CEM stores copies of the web server SSL keys more securely than web servers No IP address on the monitored network Encrypted using AES Does NOT terminate sessions CEM stores NO private information about customers Gets packets, analyzes them for behavior and response, throws them away Stores meta data about transactions (time, size, throughput, etc.), NOT the transactions Stores NO personal information (passwords, SSN, account balances, etc.) CEM monitors transaction performance and quality, NOT user behavior Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 86
CEM Real-time, Distributed Architecture Transaction Event and Statistics Server TESS Transaction Impact Monitor(s) (Transaction Impact Analysis TM ) Web Tier Intranet / Internet App Tier Routers Firewalls Switches LDAP Database Tier Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 87
CEM - Focus on What is Important Get above the noise Simple, easy, one-time definition Transaction discovery options Standard transaction recorder Advanced transaction recorder Script import utility (Mercury, etc) Transaction Recorder CEM Platform (Transaction Impact Analysis TM ) Not impacted by changes Transaction order structure Business Processes Siebel Order Provisioning Business Transactions Login Transactions Execute Login (SWE) & 14 others 9 Components Scripts CEM Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 88
CEM Solution Components Transaction Impact Monitor (TIM) Runs Transaction Impact Analysis TM Transaction Impact Monitor (Transaction Impact Analysis TM ) Transaction Events and Statistics Server (TESS) Runs CEM software suite TESS Transaction Events and Statistics Server CEM Software Suite Customer Impact Module Open API Incident Resolution Module Gateway Services Module Customer Analytics API Transaction Discovery Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 89
Moving to Proactive Management Improve availability by solving problems fast and avoiding problems Reactive Management Proactive Management Customer Call HELP! Firefighting: Where s the problem? Black Box Proactively Monitors Production Applications Detects Problem and Notifies Pinpoints bottlenecks in app, app server, backend systems and environment, and solves customer problem Applications Back to Normal Pinpoints Bottleneck and Solves Problem Before Customer Calls Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 90
Wily Product Demo For The Introscope & CEM Demo, please visit our stand. Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 91
Q&A Any Questions? Copyright 2006 CA and Wily Technology, Inc. All Rights Reserved. 92