Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. Business Transaction Management The New Paradigm for End User Experience Management Presented to: RMCMG Mark Costello, Sr. Technical Consultant, OpTier 23 September 2011

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 2 2 Agenda Service management today End-user experience monitoring today The visibility gap The role of Business Transaction Management (BTM) to fill the gap BTM use cases About OpTier Q&A

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 3 3 Service management today Use infrastructure-based tools Hear about problems from end users Suffer from late/unsuccessful roll-outs Endure outages, “all-hands” calls Over-provision, just in case Make changes based on limited info Firefight continuously Speak different languages Operations Architecture Applications Business Need to increase sales Have smaller budgets Facing greater competition

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 4 4 What Happens when IT loses Control ?

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 5 5

6 6 Take control – with BTM Operations Architecture Applications Business Reduce MTTR and eliminate outages Optimize capacity planning Effectively manage change Manage from a service perspective Enhance end-user experience Improve release cycles and roll-outs Focus on strategic projects Speak the same language Reduce time-to-market Cut service delivery costs Gain competitive edge

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 7 7 End-User Experience Monitoring Delivering excellent service levels to customers, employees, partners, and other end users

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 8 8 The need for end-user experience monitoring Identify application issues before user experience degrades Isolate which users and transactions are impacted Prioritize service restoration efforts based on business metrics Identify peak periods and high impact timeframes Understand the impact of new code releases Understand the impact of adding additional users “74% of problems are reported by the end users through the service desk, and not detected by infrastructure management” Jean-Pierre Garbani, Vice President “Managing IT From The End User Perspective” 2/07

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 9 9 Complexity up “Always-on” Business impact analysisMobile applications Users in the cloudStricter SLAs Budgets down User experience management complexity is growing

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 10 Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 10 Problem Detection Impact Analysis Sense Diagnose Isolate Remediate Fault Domain Isolation Where is the problem & which SMEs are needed? Drill Down Root Cause Analysis Trending Fix Rollout Validate Web server.Net / J2EE App Server Message Bus Database Server User Request 3 rd Party and External Tiers Problem Solving Workflow: Key Steps

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 11 Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 11 Monitoring Tool Solution Sets End User (Round Trip) System / Resource / Network Application Components (specialized to each application component: App Server, DB, MQ, etc) Deep Dive Event Management Solutions not covered here: Dashboards (BSM), Business Process Monitors, etc Sense Diagnose Isolate Remediate

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 12 Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 12 Monitoring Tool Solution Sets End User (Round Trip) System / Resource / Network Application Components (specialized to each application component: App Server, DB, MQ, etc) Deep Dive Event Management Sense Diagnose Isolate Remediate

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 13 Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 13 End User Perspective Most application problems are reported by the end user Proactive response time monitoring: Synthetics (availability) Real End User Key Performance Metrics: Round Trip response time Which application Which functions (log in, etc) Sense

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 14 Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 14 Web server End User Experience Monitoring 3 rd Party and External Tiers.Net / J2EE App Server Message Bus Database Server User Request No Visibility What is missing? Analysis of Where the is problem

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 15 Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 15 Monitoring Tool Solution Sets End User (Round Trip) System / Resource / Network Application Components (specialized to each application component: App Server, DB, MQ, etc) Deep Dive Event Management Sense Diagnose Isolate Remediate

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 16 Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 16 System Resource Monitoring Availability and Health of the Server / Network Symptomatic issues, outside of hardware Key Performance Metrics: CPU, Memory Utilization File, Disk Space Utilization others AIX LPAR1 AIX LPAR2 Solaris / zOS Windows VMWare Diagnose

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 17 Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 17 Web server System Resource Monitoring 3 rd Party and External Tiers.Net / J2EE App Server Message Bus Database Server User Request No Visibility What is missing? Application, Transaction, User context

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 18 Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 18 Monitoring Tool Solution Sets End User (Round Trip) System / Resource / Network Application Components (specialized to each application component: App Server, DB, MQ, etc) Deep Dive Event Management Sense Diagnose Isolate Remediate

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 19 Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 19 Application Monitoring Designed to expose specific information for each runtime: WAS (PMI), MQ (mqsc, mq msg), Database (db2agent, vsystem tables). Some symptomatic and some root cause Identify availability and utilization issues: Thread pools and heap size in JVM Queue depths and channel status in MQ IO, buffer space and lock contention in DB2 Identify slow downs at high, aggregated level: Average servlet response time in web container Average put / get rate on queues Average SQL response time Web server.Net / J2EE App Server Message Bus Database Server Diagnose Remediate

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 20 Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 20 Deep Dive Monitoring Runtime code analysis Drill down into specific method, SQL invocations Browse contents of messages Application logging (less resources, more time consuming) Deep Dive tools require planning and tuning (effect resource consumption and performance) – not on 100% of time Diagnose Remediate.Net / J2EE App Server Database Server Message Bus Data that is interpreted and analyzed by SMEs and application developers

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 21 Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 21 Web server Application / Deep Dive Monitoring 3 rd Party and External Tiers.Net / J2EE App Server Message Bus Database Server User Request No Visibility What is missing? Downstream context, and contribution of time from each tier No Visibility

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 22 Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 22 Monitoring Tool Solution Sets End User (Round Trip) System / Resource / Network Application Components (specialized to each application component: App Server, DB, MQ, etc) Deep Dive Event Management Sense Diagnose Isolate Remediate

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 23 Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 23 Event Management Consume alerts coming from all the underlying monitors Extract meaningful statements from logs Rules are written for correlation and notification / escalation Alerts are visible in dashboards and can be integrated into Business Service

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 24 Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 24 Event Management - Limitations Correlation links together alerts only by using static rules (application server names) or time stamps Cannot respond dynamically to changes made to configurations and applications Correlation is based on rules of “known” events Alerts feeding Event Management are based on “known” and predetermined events Event Management is good for problems you have already experienced and have reproducible symptoms How do you automatically detect when a transaction slows down, and where the slow down or resource bottleneck is?

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 25 Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 25 Problem Isolation – the elusive goal Faster problem isolation reduces cost Getting the right SME involved as quickly as possible reduces time to resolve an incident Even with the best event management, SMEs have silo’d views of performance WAR ROOM

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 26 Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 26 Problem Isolation: Key Elements Identify which Application -> Transaction is performing poorly: both response time and/or CPU Identify which application component is contributing to the bottleneck (segmentation analysis) Determine impact of performance by analyzing transaction counts, and looking at the spread of response time For isolated incidents (single occurrences), be able to see each invocation of that transaction and its profile (multiple LDAP calls for slow, versus only one for fast)

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 27 Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 27 What is Business Transaction Management (BTM)? BTM enables enterprises to manage IT from a business perspective

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 28 Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 28 SOA Gateway JVM Message Bus Queue MgrMsg Broker Queue MgrMsg Broker SQL Server Oracle LDAP (authentication) Remote User Web Server Web Service Consumer Application Server JVM Enterprise Service Bus + Mainframe ESB IMS Connect ESB CTG Client Siteminder (authentication) Mainframe IMS MQ CICS DB2 Web Service Provider Branch Office Web Server Remote User Branch Office Web Server Traditional APM “deep dive” tools Network/server monitoring toolsStand-alone end user experience monitorsBTM provides end-to-end visibility Web Server BTM - a true end-to-end solution

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 29 Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 29 Users Business transaction management Application management Transactions Applications Infrastructure Systems management BTM – Problem isolation, resolution and prevention Sense Isolate Diagnose Remediate

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 30 Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 30 Web server.Net / J2EE App Server Message Bus Database Server DTE User Request Transaction Profiles Collected With BTM: Segmentation analysis for better problem isolation Custom or Observed Tiers No Visibility

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 31 Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 31 Key Features of BTM Automatically and continuously discovers all production transactions Discovers transaction topology Measures transaction performance (overall, between tiers, time spent on tiers) Measures resources used by specific transactions No sampling. No correlation.

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 32 Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 32 Change the Perspective to Application Transaction Protocols IT Infrastructure End-user business transactions Applications Web Server, J2EE App Server, Middleware, DB Operating System, Firewalls, Network HTTP in & out HTTP in & SOAP out SOAP in & JDBC out JDBC in & out

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 33 Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 33 And auto discover all components in a transaction IT Infrastructure End-user business transactions Applications Web Server, J2EE App Server, Middleware, DB Operating System, Firewalls, Network HTTP in & out HTTP in & SOAP out SOAP in & JDBC out JDBC in & out LDAP in & out

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 34 Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 34 Turn the monitoring of applications in complex, clustered and shared services environments from this…

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 35 Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 35 … to a topology view for each unique transaction, and…

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 36 Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 36 Data Center BTM …use end-to-end BTM to show the problematic tier. … answer the question “Where is my Bottleneck?” When you are alerted to an increase in response time... End-User Experience Manager

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 37 Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 37 Outage avoided! Without End-to-End BTM Outage occurs Time Data center issue End-user or network issue Isolate tier Resolve Verify Isolate tier Resolve Verify Data Center BTM User Experience Manager With End-to-End BTM SLA violation alert 1 day or more 1 hour Users complain “All hands” calls Silo-based troubleshooting Long MTTR IT responds Problem finally contained Accelerated problem isolation and resolution

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 38 Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 38 Summary: BTM’s value for strategic initiatives Shared services and virtualization Service level improvement IT resource management and optimization ITIL and IT service management SOA Change and configuration management BTM “OpTier represents the next step in the evolution toward the next generation of BSM.” - Jean-Pierre Garbani, Vice President, Forrester Research "Tech Horizons: OpTier, A Step Toward BSM 2.0"

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 39 Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 39 “OpTier’s product enables the assurance of business transaction service delivery and pinpoints performance problems in real-time.” About OpTier Founded in 2002, first product launched in 2005 The de facto leader in Business Transaction Management More customer business transactions are assured by OpTier software than by any other vendor Funded by leading VCs, Cisco and Morgan Stanley 200+ employees and growing Mission: Enable enterprises to manage IT from a business perspective

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 40 Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 40 “OpTier’s product scored the highest in customer satisfaction for Performance and Availability Management.“ Industry leading customers

Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 41 Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice. 41 Take Control of Service Performance blog.optier.com twitter.com/optier