1. Ohio CMG – April 23rd, 2009 Business Service Management, the End User, the Business and IT – Visualized

2. Topics IT Issues - Traditional Monitoring is not sufficient End User Experience – key component to Business & IT Aligning IT and Business – eliminating the disconnect E2E Performance Monitoring – Mth Tier (Mainframe Integrated) Communicating IT Services – dashboard views to business

3. 3 Poor IT service is not an option

4. Inhibitors to Service Excellence 4 No foundation for IT/business dialogMismatched expectations Technology-focused metricsIT in reactive mode

5. Challenges for IT Operations 1.We don’t know about performance issues until end users tell us. 5 64% of IT service issues are discovered by end users Source: Forrester study commissioned by Compuware

6. Challenges for IT Operations 1.We don’t know about performance issues until end users tell us. 2.They don’t tell us! 6 Source: Gartner 2,000,000 customers Poor experience 22% Positive experience 78% Complain 2% Do not complain 98% 440,000 customers

7. Challenges for IT Operations 1.We don’t know about performance issues until end users tell us. 2.They don’t tell us! 3.We don’t know the business impact. 7 Source: Forrester study commissioned by Compuware 72% say it is challenging to understand business impact of IT issues

8. Challenges for IT Operations 1.We don’t know about performance issues until end users tell us. 2.They don’t tell us! 3.We don’t know the business impact. 4.Our resolution processes are inefficient. 8 Source: Forrester study commissioned by Compuware One person Ten or more people Six to nine people Two to five people 2% 42% 34% 21% Average # of IT people to identify and resolve performance issues

9. 9 Impact of Service Delivery Challenges Lost or delayed revenue Diminished brand equity Customer dissatisfaction Competitive disadvantage Increased time-to-market Business Credibility loss Inefficient, costly resolution Failed deployments Missed SLAs Unneeded capacity investments IT Operations

10. Are Your Resources Stuck in the War Room? 10 Director of Operations Global Network Manager Java Architect Database Administrator Mainframe Administrator Senior Web Developer Help Desk Manager UNIX/Linux Administrator

11. Eliminating the War Room Efficient problem resolution Proactive problem awareness Faster isolation Fewer people involved Improved application performance/availability Faster time to resolution Improved productivity Customer satisfaction/retention 11 Infrastructure cost savings Avoid unneeded capacity upgrades Improved IT/business alignment Improved communication Shared expectations Increased focus on strategic IT projects

12. Why Traditional Monitoring Fails 12 14:0015:0016:0017:008:009:0010:00 Network Web Middleware App server Mainframe Database Loan application Customer 13:0011:0012:00 The system is slow! End-user Perspective I’m on it! NW teamApps team Server teamMF team

13. Why Traditional Monitoring Fails 13 14:0015:0016:0017:008:009:0010:00 Network Web Middleware App server Mainframe Database Loan application Customer 13:0011:0012:00 The system is slow! End-user Perspective NW teamApps team Server teamMF team Not my problem!

14. Why Traditional Monitoring Fails 14 14:0015:0016:0017:008:009:0010:00 Network Web Middleware App server Mainframe Database Loan application Customer 13:0011:0012:00 virtualization thin client SOA SaaS legacy modernization All my lights are green! The system is slow! All my lights are green! End-user Perspective NW teamApps team Server teamMF team

15. Why Traditional Monitoring Fails 15 14:0015:0016:0017:008:009:0010:00 Network Web Middleware App server Mainframe Database Loan application 13:0011:0012:00 virtualization thin client SOA SaaS legacy modernization End-user Perspective The only perspective that really matters!

16. Holistic Approach 16

17. Visibility 17

18. 18 PRIORITIZATION How critical is the application? How many users are affected? What locations are affected? How long has the problem been happening? VISIBILITY AND PRIORITIZATION Where to Start VISIBILITY What is the real quality of service being delivered to end users? How are customers using the application? Are there problems that haven’t been reported?

19. 19 Synthetic Monitoring Synthetic transactions executed from “robot” client Monitor critical applications and transactions Provides proactive indication of problems Real User Monitoring Passive network probes placed at key infrastructure points Monitor all users, all transactions, all the time Shows what happened at every stage of every transaction VISIBILITY AND PRIORITIZATION Visibility into true service quality transaction initiation transaction response Web or Citrix Servers App and DB Servers Middleware Servers Mainframe Data center Passive Network Probe Synthetic Robot Visibility from the end user through the mainframe

20. ISOLATION AND RESOLUTION Determine the Impact 20 Visibility into end-to-end application performance Fault isolation of infrastructure data Deep dive analysis

21. 21 ISOLATION AND RESOLUTION Next Steps RESOLUTION Provide the right level of detail in context of the problem How can I validate potential performance fixes? How can my operations and applications teams collaborate better? ISOLATION Where is the root cause of the problem? Is the problem in the network, server, J2EE/.NET or mainframe tier? Who should I assign to fix it?

22. ISOLATION AND RESOLUTION Drill down and isolate the fault domain 22 Quick view of health of all supporting infrastructures Correlation of key performance metrics with end- user experience High CPU on one of the primary web servers supporting online banking Other supporting infrastructures are healthy and not contributing to the problem

23. ISOLATION AND RESOLUTION Which Technology Tier 23 transaction initiation transaction response Web or Citrix Servers App and DB Servers Middleware Servers Mainframe Data center Passive Network Probe Synthetic Agent FAULT DOMAIN ISOLATION Slow application round-trip times Slow page load times Slow WebSphere MQ transactions Slow web services transactions Poorly performing Java or.NET methods Slow DB2 queries

24. 24 Infrastructure ScopeTransaction Scope User AUser C Tx1Tx2Tx3 Network Web Server 1 Web Server 2 App Server 1 App Server 2 Database URL JSP EJB Method 1Method 2Method 3 Instance 1Instance 2Instance 3 SQL 1SQL 2SQL 3 What is User B doing? What is the mix of transactions? What are the delays? What are the think times? Which JSPs are being called by that URL? Which EJBS are being called? Methods being invoked? How long are they taking? Which ones are slow? Show me the list of method invocations… Which one(s) are slowest? Why? Where is the time being spent? Which queries are being executed? User B ISOLATION AND RESOLUTION Application to Infrastructure

25. Integrated E2E for the Mth Tier - Mainframe Monitoring Software Monitor application performance Identify excessive resource consumption (CPU & Wait) Resolve excessive resource consumption (CPU & Wait) Improve “End User” transactions and reduce costs Visibility into JAVA on the Mth Tier

26. Mainframe Portion of the Users Transaction Transaction profiling tools allow you to see application calls from a Windows or UNIX server to the mainframe. If the call exceeds the threshold, it triggers a mainframe measurement associated to that transaction/alert.

27. Mth tier monitoring: Identify Root Cause (Excessive CPU)

28. Results - Mth tier – Fault Domain Isolation

29. Mth tier monitoring: (Drill Down Analysis) “…using an INSPECT verb in conjunction with a reserved word, such as SPACES or LOW- VALUES, causes an exit from the user application program. Changing the word SPACES to [an actual space] eliminates the CPU time…”

30. 30 COMMUNICATION AND IMPROVEMENT Where Can We Improve IMPROVEMENT How do I ensure continual service improvement? How do I apply improvement processes like Six Sigma to IT service management? How do I generate reports to support ITIL and Six Sigma initiatives? COMMUNICATION How can I keep the businesses informed in their language? How can I bring facts to the table? How do I ensure the right information to the right people at the right time? How can I demonstrate service level compliance?

31. Define Service Model Role-relevant dashboards Continual service quality improvement – Establish consistent processes (ITIL) – Improve service quality (Six Sigma) – Increase IT maturity Focus on customers Baseline of service quality Quantify improvement 31 COMMUNICATION AND IMPROVEMENT How You Do It

32. COMMUNICATION AND IMPROVEMENT Build A Service Model 32

33. 33 ISOLATION AND RESOLUTION Mapping The Users Application Infrastructure User AUser BUser C Tx1Tx2Tx3 Network Web Server 1 Web Server 2 App Server 1 App Server 2 Database URL JSP EJB Method 1Method 2Method 3 Instance 1Instance 2Instance 3 SQL 1SQL 2SQL 3 What is User B doing? What is the mix of transactions? What are the delays? What are the think times? Which JSPs are being called by that URL? Which EJBS are being called? Methods being invoked? How long are they taking? Which ones are slow ? Show me the list of method invocations… Which one(s) are slowest? Why? Where is the time being spent? Which queries are being executed? Transaction Scope Infrastructure Scope

34. VISIBILITY AND PRIORITIZATION Service Quality & Availability 34 Online banking is down Large number of users affected Trending downward recently E-mail problem not as critical

35. 35 VISIBILITY AND PRIORITIZATION Prioritization of Resolution Efforts London has most affected users Problem started around 4:00, worsened during the 6:00 hour

36. COMMUNICATION AND IMPROVEMENT Measure Return On Investment Complete Service Level Management Continual Service Improvement with Six Sigma 36 Capacity Management

37. 37 What Tools Can I Deploy? Application Performance Management Performance analysis across: Network Java/.NET Mainframe (Cobol/DB2) Server Transaction profiling Pre-production performance integration Business Service Management Real-time and historical service quality SLA monitoring and reporting Robust service model Application dependency mapping, powered by Tideway 3 rd party data integration Advanced six sigma capabilities Integrate Your EUE, APM and BSM Data End-User Experience Synthetic and real-user EUE Broadcast application coverage: Web apps Non-web apps Middleware

38. 38 Next Steps Where do you go from here? Infrastructure Monitoring End-user Experience Monitoring Application Performance Management Level 1 Awareness Level 2 Committed Level 3 Proactive Level 5 Business Partnership Level 4 Service- aligned Service Level Management Business Service Management

39. Ohio CMG – April 23rd, 2009 Thank You!