Business Transaction Management The New Paradigm for End User Experience Management

1. Business Transaction ManagementThe New Paradigm for End User Experience Management Presented to: RMCMG Mark Costello, Sr. Technical Consultant, OpTier 23 September 2011

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

3. Use infrastructure-based tools Hear about problems from end users Suffer from late/unsuccessful roll-outs Service management today • Need to increase sales • Have smaller budgets • Facing greater competition Business Speak different languages Applications Operations Firefight continuously • Endure outages, “all-hands” calls • Over-provision, just in case • Make changes based on limited info Architecture

4. What Happens when ITloses Control?

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

7. End-User Experience Monitoring Delivering excellent service levels to customers, employees, partners, and other end users

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

9. Complexity up Budgets down User experience management complexity is growing Business impact analysis Mobile applications “Always-on” Stricter SLAs Users in the cloud

10. Diagnose User Request Problem Solving Workflow: Key Steps Remediate Sense Isolate Fault Domain Isolation Where is the problem & which SMEs are needed? Fix Rollout Validate Problem Detection Impact Analysis Drill Down Root Cause Analysis Trending Message Bus Web server .Net / J2EEApp Server Database Server 3rd Party and External Tiers

11. Diagnose 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 Remediate Sense Isolate Solutions not covered here: Dashboards (BSM), Business Process Monitors, etc

12. Diagnose 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 Remediate Sense Isolate

13. End User Perspective Sense • 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)

14. User Request End User Experience Monitoring What is missing? Analysis of Where the is problem No Visibility Message Bus Web server .Net / J2EEApp Server Database Server 3rd Party and External Tiers

15. Diagnose 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 Remediate Sense Isolate

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 Diagnose Solaris / zOS AIX LPAR1 AIX LPAR2 Windows VMWare

17. User Request System Resource Monitoring What is missing? Application, Transaction, User context No Visibility Message Bus Web server .Net / J2EEApp Server Database Server 3rd Party and External Tiers

18. Diagnose 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 Remediate Sense Isolate

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 Diagnose Remediate .Net / J2EEApp Server Database Server Message Bus Web server

20. Deep Dive Monitoring Diagnose Remediate • 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 Data that is interpreted and analyzed by SMEs and application developers Message Bus .Net / J2EEApp Server Database Server

21. User Request Application / Deep Dive Monitoring What is missing? Downstream context, and contribution of time from each tier No Visibility No Visibility Message Bus Web server .Net / J2EEApp Server Database Server 3rd Party and External Tiers

22. Diagnose 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 Remediate Sense Isolate

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

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?

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 WARROOM

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)

27. What is Business Transaction Management (BTM)? BTM enables enterprises to manage ITfrom a business perspective

28. BTM - a true end-to-end solution Traditional APM “deep dive” tools BTM provides end-to-end visibility Stand-alone end user experience monitors Network/server monitoring tools LDAP(authentication) Web ServiceConsumer WebServer SOA Gateway Message Bus Oracle JVM JVM Queue Mgr Msg Broker Remote User WebServer JVM JVM Queue Mgr Msg Broker SQLServer Remote User WebServer Application Server Enterprise Service Bus + Mainframe Mainframe IMS JVM JVM ESB IMS Connect Branch Office WebServer JVM JVM ESB CTG Client DB2 Branch Office MQ Siteminder(authentication) Web ServiceProvider CICS

29. Business transaction management Diagnose Systems management BTM – Problem isolation, resolution and prevention Users Sense Transactions Isolate Application management Applications Remediate Infrastructure

30. Transaction Profiles Collected DTE DTE DTE DTE User Request With BTM: Segmentation analysis for better problem isolation No Visibility Message Bus Web server .Net / J2EEApp Server Database Server Custom or Observed Tiers

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.

32. Change the Perspective to Application Transaction Protocols End-user business transactions HTTP in & out Web Server, J2EE App Server, Middleware, DB SOAP in & JDBC out JDBC in & out HTTP in & SOAP out Applications Operating System, Firewalls, Network IT Infrastructure 32

33. And auto discover all components in a transaction End-user business transactions LDAP in & out HTTP in & out Web Server, J2EE App Server, Middleware, DB SOAP in & JDBC out JDBC in & out HTTP in & SOAP out Applications Operating System, Firewalls, Network IT Infrastructure 33

34. Turn the monitoring of applications in complex, clustered and shared services environments from this…

35. … to a topology view for each unique transaction, and…

36. … answer the question “Where is my Bottleneck?” …use end-to-end BTM to show the problematic tier. When you are alerted to an increase in response time... End-User Experience Manager Data Center BTM

37. IT responds • “All hands” calls • Silo-based • troubleshooting • Long MTTR WithoutEnd-to-End BTM Outageoccurs Userscomplain Time Accelerated problem isolation and resolution Problem finallycontained Data Center BTM • Isolate tier • Resolve • Verify Data center issue SLAviolation alert WithEnd-to-End BTM • Isolate tier • Resolve • Verify End-user or network issue User Experience Manager Outage avoided! 1 day or more 1 hour

38. Summary: BTM’s value for strategic initiatives Shared services and virtualization Change and configuration management Service level improvement “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" BTM SOA IT resource management and optimization ITIL and IT service management

39. About OpTier Mission: Enable enterprises to manage IT from a business perspective • 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 “OpTier’s product enables the assurance of business transaction service delivery and pinpoints performance problems in real-time.”

40. Industry leading customers “OpTier’s product scored the highest in customer satisfaction for Performance and Availability Management.“

41. Take Control of Service Performance mark.costello@optier.comblog.optier.comtwitter.com/optier