wily introscope apm

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Wily Introscope® Application Performance Monitoring (APM) An introduction to Wily Introscope & CEM The Key to Application Performance Management and Customer Success Robert Dring Technical Consultant EMEA Rega, Latvia WebSphere Nordic User Group 22 nd September 2006 eMail : [email protected] Tel : +44-7917-046945

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Page 1: Wily Introscope APM

Wily Introscope®

Application Performance Monitoring (APM) An introduction to Wily Introscope & CEMThe Key to Application Performance Management and Customer Success

Robert DringTechnical Consultant EMEA

Rega, Latvia WebSphere Nordic User Group22nd September 2006

eMail : [email protected] : +44-7917-046945

Page 2: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 2

Agenda

• Who is Wily?• Product Overview• Introscope In Depth

— Architecture / How / What

• Introscope Portal Manager For WAS• CEM In Depth• Demo• Summary / Q & A

Page 3: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 3

Who is Wily Technology?

• A new division of CA• Wily manages more Java applications than all of our competitors put

together— Leading contributors to World-wide Java forum

• Leaders in the Gartner Group “Magic Quadrant”

• Strategic development relationships:

• Certified:

• Corporate relationships:

Page 4: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 4

The Wily Solution:Enterprise Application Management

Identity Manager

FirewallNetwork

ApplicationsSwitch

Load Balancer Portal

SAP

WBI / MQ

Siebel

Web Services

3rd Party applications

End User

Web Servers

Databases

Router

CEMCustomer Experience,

Transaction Success Rates, Failures, Errors, Defects,

Scorecards, SLAs, Six Sigma Business cost $$ and impact

Mainframe

Database

IntroscopeAvailability, Performance,Failed TXs, Errors, SLAs

Always-on recordingTransaction tracing

Introscope PowerPacksDatabases, Web Services,

Back-End Systems Availability, Performance, Errors, SLAs

Page 5: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 5

Introscope Highlights

• 24 x 7 monitoring

• Incident detection & notification

• Rapid triage

• Root cause analysis

• Trend Analysis / Planning

Wily is committed to enabling enterprises to put Java-based web applications into production quickly, and to keep them there

Page 6: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 6

Introscope Highlights 24 x 7 Monitoring: How is my system performing?

Real-time view of Application performance

Page 7: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 7

Introscope Highlights Incident Detection & Notification: Tell me when there’s an issue

Online Purchasing

Early indications of a problem

Page 8: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 8

Online PurchasingDetermine the exact

problem component (e.g. slow DB call)

Introscope Highlights Rapid Triage: Where exactly is the problem?

Page 9: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 9

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”

Page 10: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 10

Introscope Highlights Trend Analysis / Planning: Are we performing as well as 6 months ago?

Historical views using ‘live’ dashboards

Every transaction is stored for review

Online Purchasing

Page 11: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 11

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.

How does Introscope WorkAn Introduction

Page 12: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 12

How does Introscope WorkWhat 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.)

Page 13: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 13

Types of Performance Problems

Transaction Server

WebApplication

Server

Security Authorization

Server

Database

Which One is the Cause?

HTTP Server

To solve this…

…requires a multi-dimensional approach

Is it JDBC?

TransactionsToo Slow?

Security ServerBottleneck?

ApplicationNot Scaling?

Too ManyEJB Calls?

CPUOverloaded?

More TrafficThan Expected?

App Server Configuration?

Page 14: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 14

AIX HP-UX Linux Solaris Windows OS/390 OS/400 z/OS

JAVA APPLICATION

APPLICATION SERVER

Authentication

PORTAL

INTEGRATION

Mainframe

MQ Series

SAP, Siebel, PSFT

Web Services

Databases

Third Parties

Content

JVM

CICS / IMS / Tuxedo

Response

Transaction Request

Inside to Outside…Internal JVM View with No Source Code Changes

Inside-to-Outside

Fine-Grained Production Monitoring

Connectors…Workflow…

Page 15: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 15

Industry Standard Byte-Code InstrumentationMeans 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.

Application Object Code

(.jar files, etc.)

InstrumentedCode

loaded into memory

Introscope AutoProbe Integration

withJVM ClassLoader

Wily Does NOT modify source

code!

ProbesInserted

CLASS1010010111101010100100101010010100010110

Page 16: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 16

Introscope ArchitectureThe core of a time-tested architecture

Alerts, Events &Performance Data

Web BrowserOr

Java ClientWorkstations

Real-time, Historical

Monitoring &Performance

Alerting

App Health, SLA, Six Sigma,

Business Impact and Capacity

Planning reports

Introscope EnterpriseManager

HistoricalData

JVM

Application Server

J2EE Applications

Non-Java

Systems like MQ Series

JVM

Portal Server

Enterprise Portal

Agent

Agent

Introscope EPA

Introscope Agents

AIX HP-UX Linux Solaris Windows OS/390 OS/400 z/OS

Agent

JVM

Web Services

Agent

Page 17: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 17

Monitors Java applications as soon as it is installedNo coding is needed• Introscope automatically

detects and monitors any J2EE Components— EJBs— Servlets— JSPs— JNDI— JMS

• Advanced Metrics— Concurrency— Stalled Methods— Instance Counts

Page 18: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 18

AIX HP-UX Linux Solaris Windows OS/390 OS/400 z/OS

JAVA APPLICATION

APPLICATION SERVER

Authentication

PORTAL

INTEGRATION

Mainframe

MQ Series

SAP, Siebel, PSFT

Web Services

Databases

Third Parties

Content

JVM

CICS / IMS / Tuxedo

Response

Transaction Request

End-to-End VisibilityFor Multi-tiered Applications

Capture Live Transactions, 24 x 7

Connectors…Workflow…

Top-to-Bottom

End-to-End

Page 19: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 19

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?

Page 20: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 20

…to the Database Tier…- SQL Agent

• SQL Agent –Monitoring SQL Statement Performance from Java’s point of view

• PowerPack for Oracle Database - Assessing Oracle’s health using Introscope

Slow transaction

Oracle specific data

Page 21: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 21

…to the messaging tier- For example: MQ Series

• MQ Series Server • MQ Series Connectors• WBI Adapters

Page 22: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 22

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

Page 23: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 23

Analyse Problematic Transactions- Transaction Tracer

If App’s Average Response for Most Users is Fine …

… How Do You Help the Isolated Incidents?

HELP

HELP

• Isolate problematic individual transactions• Analyze and pinpoint bottleneck for each• Improve overall app performance• From Browser to Back-end

Page 24: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 24

Introscope gathers system resource informationin 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

Page 25: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 25

LeakHunter- Eliminating Production Memory Problems

App is Down Again!!!

Server Ran Out of Memory

ManagementBy ForcedRestarts

Restart App24 Hours Later

Wily can help you1. Identify potential leaks

inside production apps2. 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

Page 26: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 26

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

Page 27: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 27

AIX HP-UX Linux Solaris Windows OS/390 OS/400 z/OS

JAVA APPLICATION

APPLICATION SERVER

Authentication

PORTAL

Content

JVM

Response

Transaction Request

IT to Business…Technical Data & Business Views

IT to Business

INTEGRATION

Mainframe

MQ Series

SAP, Siebel, PSFT

Web Services

Databases

Third Parties

CICS / IMS / Tuxedo

Connectors…Workflow…

Page 28: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 28

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, …

Page 29: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 29

AIX HP-UX Linux Solaris Windows OS/390 OS/400 z/OS

JAVA APPLICATION

APPLICATION SERVER

Authentication

PORTAL

Content

JVM

Response

Transaction Request

Bridging the Management GapEntire Lifecycle Monitoring

Operations -> Development Development -> Production

INTEGRATION

Mainframe

MQ Series

SAP, Siebel, PSFT

Web Services

Databases

Third Parties

CICS / IMS / Tuxedo

Connectors…Workflow…

Page 30: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 30

• Certify for:− Expected service levels− Memory usage

• Characterise runtime load

• Establish problem process

Where To Start ? At The Beginning ! : Development, QA And Production….

•Understand load behavior

•Early detection of scaling issues + =

Production Hosting

Ready-to-Use Dashboards

Alerts that reflect real users

No surprise scaling bugs

No out-of-memory restarts

Fewer roll-backs

QA

Development

Staging

Page 31: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 31

I want to know about problems before I hear about them.

How are applications performing to SLAs?

Recap:Application Management is Multi-dimensional

• Inside to Outside (ensuring business transaction integrity)

• End to End (browser to the back-end)

• Top to Bottom (entire application stack)

• Past to Future (using historical data for future planning)

• IT to Business (monitoring business processes, in real time)

• Operations to Dev (bridging the management gap)

• Development to QA to Production (the entire lifecycle)

Wily Does All Of These!

Page 32: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 32

Introscope Product Packaging Overview

Introscope Extensions

Wily Portal Manager

Application ServerBack-end Systems

Portal Workflow ProcessesIndividual Portlets

Introscope

JMX & PMI Support

Web or Swing client

Highly scaleable,

Low overhead

Blame System

AutoProbe integration

Alerts, HistoricalData & Reports

Patented Agent Technology(No coding)

Explorer & Customizable Dashboards

Transaction Tracer

Scope & Control

Improve

Manage

MonitorAvailability

PerformanceControl

SQL AgentSQL Statement visibility for DB2, Oracle & Sybase

PowerPackWebSphere or WAS z/OS

Introscope PowerPacks For IBM WBI Adapters for:mySAP.com, Oracle, Siebel, PeopleSoft, JDBC, JText, HTTP

PowerPackOracle Databases

PowerPack Web Servers

PowerPack Web Services

PowerPack WebSphere MQ

PowerPack Tuxedo Connectors

PowerPack CTG

PowerPackWebLogic

SNMP AdapterLeak Hunter Brower Response Time Adapter

Page 33: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 33

Introscope WAS Portal Manager

An Introduction To Introscope WebSphere Portal

Manager.

Page 34: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 34

ComCom3

ComCom3

ComCom3

ComCom3

ComCom3

ComCom3

ComCom3

ComCom3

ComCom3

ComCom3

Visibility Of Integration Points is Critical

JVM

APPLICATION SERVER

J2EE APPLICATION

Servlet EJBMQ /

Tuxedo Connector

JDBCDriver

CICS Connector

File and Network I/OMemory

INTEGRATIONPORTAL

Portlets

Engine

Portlet Container

Authentication

Authorization

Building Models

Page Loading

Page Rendering

Thread Pool JDBC PoolsEJB Pools

Centralized Point for Accessing

Applications

Page 35: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 35

Portal Principle

• Combines multiple, disparate application UI’s into one unified presentation— An enterprise may have 30 appl

systems , but they only want 3-4 user interfaces; not 30.

• Deliver a highly personalized experience:—User’s job role, Security settings,

Device settings, and more—Users begin to control the

Interface

• Provides application integration, collaboration, single sign-on services and much more

Page 36: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 36

The Portal Performance Trap

• Low portal adoption drives a need to add new applications & content

IncreaseApplications/Content

Poor PortalPerformance

Low PortalAdoption

• Long delays in addressing poor portal performances results in a decline in portal usage

• New applications & content adds complexity to management results in poor portal performance

Page 37: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 37

Challenges of Portals Management

•Portal Applications Are Complicated— Measuring and tracking portal performance in the production

environment is difficult — is it portlets, backend, the portal server?

— Difficult to isolate portlet problems with connecting systems— Performance degradation is usually associated with multiple

portlets.

•The Portal Engine Is Complex as well— Identifying the relevant performance metrics can be difficult.— Pinpointing problems within the internal workflow requires

several steps.

•Monitoring and Managing Without Visibility is Difficult— Unable to quickly respond to problems that occur in production.— Need to extend performance visibility beyond the portal

framework

Page 38: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 38

Managing the Entire Workflow

Authentication

Portal UserAuthorization

LDAP Security

Portal Database

User Profile Database

Model Building

Portlet Container J2EE

HR Services

Siebel PeopleSoft

SAP

Application Server

Page Loading

SAPHR

Services

PeopleSoft

SiebelJ2EEAppl

Database

Servlet EJB

JSP JDBC

MQ/CICSSQL

Page Rendering

11

22

33 44

55

66

• Simplify view of your entire internal portal workflow

• Oversee the health of each key portal processes

• Ensure maximum portal availability

Page 39: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 39

Portal Framework

Page Rendering

Visibility Beyond the Portal Framework

Portal User

Application Server

Database

Authentication

Portal Database

Authorization

LDAP Security

User Profile Database

ModelBuilding

Portlet Container

HR Siebel PSFT SAP

Page Loading

SAP HRServices

PeopleSoft

SiebelJ2EEAppl

J2EE

Servlet EJB

JSP JDBC

JVMClass

Overall Response Time

J2EE ApplicationPerformance Activities

Portal Performance Activities

Connected Back-End System Performance Activities

Wily’s Blame Technology finds the

right component

JVM

APPLICATION SERVER

J2EE APPLICATION

Servlet EJBMQ /

Tuxedo Connector

JDBCDriver

CICS Connector

File and Network I/OMemory

INTEGRATIONPORTAL

Portlets

Engine

Portlet Container

Authentication

Authorization

Building Models

Page Loading

Page Rendering

Thread Pool JDBC PoolsEJB Pools

Mainframe

LDAP Security

Databases

CICS / IMS / Tuxedo

Page 40: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 40

Potential Issues

• Portal applications more complex• More authors/contributors• Increased number of backend system connections• Reliance on concurrent processing• Personalisation• Rapidly evolving portlets -> frequent production

changes• Immature skills• Lack of internal policies/procedures

Page 41: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 41

Key Areas Of WPS That Wily Monitors

• Java Components – monitoring Java component real time including Servlets, JSP’s, EJB’s etc.

• Gateway Servlets – The entry point of all incoming transactions.

• Authentication – Response times to logins, stalled login requests including WPS authentication feature.

• Authorisation/Access Control – Components that authenticate users and roles including back end

systems such as LDAP.

• Portlets – Determine which individual portlets are causing a problem, including postback data and

rendering.

• WebSphere Portal Engine – Responsible for building models, loading pages and rendering.

• Portlet Container – Managing portlets and performing portlet actions, stalls here caused by particular

portlets.

• Portlet Services – The Credential Vault and Content Access services are provided here. If content is

slow then specific URL’s must be identified.

• Back-End System Connectors – There are many disparate systems feeding the portal such as

databases, mainframes, MQ-Series etc. Isolation of problems from these external sources is critical.

Page 42: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 42

Gateway Servlet

JVM (AIX, Linux, Solaris, Windows 2000)

IBM WebSphere Portal

Portlets

Portlet Services

Credential Vault

Content Access

EngineModel

Building

Page Loading

Page Rendering

AuthenticationUser Login

AuthorizationLoad User & RolesLoad User GroupLoad Resource

Portlet Container

Portlet Perform Action

ERP

JDBC Response TimeServlet Response Time

News FeedMainframe

CRME-mail

HR Services

Portal Users

Page Results

Transaction Request

Portal Pages

Wily Portal Manager

Back-end Servers

Portal & Application Databases

LDAP

Overview Of Wily Portal ManagerTM

Manageability of the entire workflow to ensure maximum portal availability Isolation of individual Portlets for improved control over portal service delivery Visibility beyond the portal framework into databases, transaction servers, and other connected systems

Page 43: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 43

SAP

CRM HR

CustomJ2EE

ERP

News

email

Portlet

?

?

?

?

? ?

?

Isolate Individual Portlets Problems

11 2233

5566 44

EJB

SQL

?

Transaction

I can’t access my pension benefits on the portal.

Help! ?• Quickly isolate problems in

individual portlets

• Correlate performance to connected systems

• Improve control over portal services delivery

?

Portal & Application Databases

Page 44: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 44

Wily Portal Manager Provides…

Manageability of the entire workflow in the production environment, to ensure maximum portal availability.

– Real-time performance monitoring– Hierarchical user-defined dashboard views

Problem isolation of individual portlets, portal server or backend systems for improved control over portal service delivery.– Detailed explorer tree view– Usage-metrics monitoring

Portal visibility into connected back-end systems beyond the portal framework for databases, transaction servers and other back-end systems.– Notification and alarms on any portal problems – Extensible, open-standards architecture

Page 45: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 45

Business Value — Conclusion

Increase enterprise Portal adoption and deployments into production by guaranteeing good performance from the Portal through real time monitoring and management.

Increase ROI and Lower Total Cost of Ownership

Scalable for any other future systems deployment

Ease of manageability and control

Wily’s strategic alliance with IBM ensuring a seamless integration with your existing infrastructure.

Page 46: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 46

Supported IBM Portals

• Wily supports IBM’s Weblogic Portal Server 5.0

and above.• Platforms supported include AIX 5.1 ML3 or ML4,

AIX 5.2, Solaris 8 or 9, Windows 2000/2003 server families, Linux RedHat Enterprise AS 2.1 for Intel (x86, Linux RedHat for Intel (x86) 8.0 Kernel 24, Linux SuSE for Intel (x86) 7.3 Kernel 2.4, Linux SuSE SLES for Intel (x86) 7 or 8 Kernel 2.4, Linux on zSeries – Red Hat Linux for s/390 7.2 and SuSE SLES for s/390 7 or 8 Kernel 2.4.

Page 47: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 47

Real-Time Views Support the Entire Portal Management Team

Problem isolation of individual portlets.

Manageability of the entire portal

workflow.

Visibility into connected back-end systems beyond

the portal framework.

Page 48: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 48

Wily|CA Customer Experience Manager (CEM)

An Introduction To Customer Experience Manager.

Page 49: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 49

FirstlySimulated Robots versus Real Customer behaviour

Simulated user testing transactions (robots)• Good for availability testing and “best case” scenario• Usually can’t complete a full transaction if money needs to change hands• Creates load, false positives, constant re-scripting• No visibility into user / customer experience

What is missing… customer / employee focused• What is the customer experience? What does slow mean?• How many people are affected by an incident?• What is the impact to the business?

CEM is not a robot.It provides 100% monitoring of all customer

HTTP/HTTPS transactions

Page 50: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 50

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

• 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)

Page 51: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 51

CEM Architecture Low Risk, Zero Overhead

Management Interface Requires IP Address Management

VLAN

Production

Out-of-path

Mirrored Port for XX Application Web VLAN (i.e. Cisco SPAN Port)

Application Tier

Database Tier

Web

Tier

FirewallRouter

Network

Customers

Monitor Interface No IP Address

Switch Load Balancer

Mainframe Tier

Management Interface Requires IP Address

TIMTransaction Impact

Monitor (TIM)

TESS

Transaction Event and Statistics Server (TESS)

• Real-time copy of production customer traffic• Mirrored port of the application VLAN• Core Ethernet Switch, Load Balancer, Network TAP

Page 52: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 52

CEM - Deployed

CEM

Production

Out-of-path

Identifies and Measures Customer Transactions

Behavior and Content Defect Detection

Correlation of Defects into Incidents

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)

Bob WrightProcess Order Slow Transaction Time = 22.8s06.01.05 8:59:48am

CEM Incident:• Process Order• Slow Time > 5.0s• 256 Customers, 22 Premier• Time: 06.01.05 8:59am• Duration: 35minutes• Incident cost: $278,00Evidence Collection:• Network, Web, App, DB,MF

Monitor InterfaceNo IP Address

Mirrored Port for XX Application Web VLAN (i.e. Cisco SPAN Port)

Page 53: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 53

CEM - Features

• Transaction Impact AnalysisTM

– Production customer transactions

– Customer / user identity by name– Business impact $$ analysis

• 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

• Real-time, scalable to the largest environments– Distributed architecture available for global institutions

– Open API and gateways for integration with existing systems

Creates Unique Customer Information

in Real-time

Ope

n AP

I

CEM Platform(Transaction Impact AnalysisTM)

CEM

Page 54: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 54

CEM - Focus on What is Important

Transaction Discovery

• 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.)

• Not impacted by application UI changes

• Transaction order structureCEM

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

Page 55: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 55

CEM Transaction DiscoveryRecorders

• 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

Page 56: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 56

Networking & SecurityCEM 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

Page 57: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 57

How can Wily help

Where Application Management is important

• Real-time monitoring of customer experience:-

• 100% of all customer transactions – not sampling

• Instant alerting to defects

• Prioritisation of incidents

• SLA compliance

Page 58: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 58

Moving to Proactive Management

Improve availability by solving problems fast and avoiding problems

Reactive Management

Pinpoints bottlenecks in app, app server, back-

end systems and environment, andsolves customer

problem

Customer Call —“HELP!”

Black Box

Firefighting: Where’s the problem?

Proactive Management

Pinpoints Bottleneckand Solves Problem

Before Customer Calls

Applications Back to Normal

Detects Problemand Notifies

Proactively Monitors Production Applications

Page 59: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 59

Wily Product Demo

And Now The Introscope Demo..

Page 60: Wily Introscope APM

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 60

Q&A

Any Questions ?