how fast is fast enough
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Compuware Industry Benchmark Breakfast Forum
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Opening Speech Mr. Koh Eng Kiong Regional Director, ASEAN
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User Frustration – Poor service level
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New Age Definition of “Performance”
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How Fast is Fast Enough?
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Benchmarking Provides Context
0 2 4 6 8
Homepage Response Time in Seconds
Your homepage currently downloads in 5
seconds on average.
How do you feel about that?
Before some recent hardware upgrades, it
downloaded in 7 seconds on average.
Now how do you feel?
Your competitors’ homepages all download in
3 seconds on average.
Now how do you feel?
Context provides a basis for
decision-making and
prioritization.
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How fast is fast enough? Benchmarking us with the context
• Push the Singapore Industry to think about Performance
• Track performance against the best and your competition
• Allow a baseline performance and track it over time
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Who Uses Compuware?
9
Media Entertainment Financial Services High Tech Retail Travel Government Telco
State of
Michigan
Service Providers
2,000 Enterprise customers
2,000 SMB customers
12 of the top 20 visited US sites
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Media &
Education Government Financial
Services Telecoms
Retail & Travel
Others
11
Who are thinking about Web Performance in ASEAN?
*Confidential
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Search
Engine Chipset
Inside
Cloud Sales
Automation
Virtualization
Application Performance
Why Compuware?
Smart Phone/
Tablets
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How Fast is Fast Enough! Mr. Shabbir Baliwala Solution Sales Director, ASEAN
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Why is Benchmark important ?
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Singapore Availability Benchmarks – Sep 2012
• Airlines 99.63
• Banking 99.85
• Education 99.67
• Government 99.45
• Hotels 99.70
• Insurance 99.54
• Media 99.48
• Retail 99.53
• Telecom 98.96
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Singapore Performance Benchmarks - 2012
0
1
2
3
4
5
6
7
3.11
4.87
5.88
4.52 4.61 4.22
5.74
4.15
6.51
Response Timein Secs
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Benchmarking Provides Context
0 5 10 15 20
Airlines
Banking
Education
Government
Hotels
Insurance
Media
Retail
Telecom
HongKong
Singapore
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Benchmarking Provides Context
0 5 10 15 20 25
Airlines
Banking
Education
Government
Hotels
Insurance
Media
Retail
Telecom
Worst
Best
Average
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What Happened ?
Application
Customers
Employees
Infrastructure
Application
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What is needed?
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An Application Point of View That Starts with the User
Application
Customers
Employees
ISPs ▪ Mobile carriers ▪ Browsers ▪ Devices ▪ AJAX ▪ JavaScript ▪ Mobile apps
Users Cloud: Private and Public Data Center Web ▪ Mobile ▪ App logic ▪ Database ▪ Network
▪ Mainframe ▪ Virtualization ▪ SOA ▪ CDNs ▪ Third party services
Infrastructure
Application Point of View that Starts with the End User
Application
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Deep analysis
Application
Browsers
Mobile apps
How we do it ? Compuware APM: Driven by End-User Experience
C/C++
Private agents Private Last Mile
150,000+ consumer- grade desktops 168+ countries 2,500+ ISPs Major mobile carriers around the globe
Backbone • Synthetic
monitoring • Load testing
Last Mile • Synthetic
monitoring • Load testing
Enterprise • Synthetic
monitoring • Broad view of end-user experience and
multi-tier transactions (real-user monitoring)
Data Center and Cloud
• Deep application transaction management
All tiers, all transactions, all users
150+ enterprise- grade nodes Data centers and cloud providers
PurePath
Real Users • User
experience management
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How fast is fast enough? Custom Benchmarks can provide the answer.
Track performance against the best and your industry peers
Learn and adopt the best practices from your industry
Provide a single performance scorecard for both IT and business
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Benchmark Value Propositions
• Rank your site against the industry & the best
– Track performance over time & align with IT on a single scorecard
– Ensure marketing campaigns are not impacting site performance
– Track impact of site enhancements
• Analyze hourly page & regional performance
– Are you providing a superior customer experience throughout the day?
– Are you providing a superior customer experience across regions?
• Provide tools for IT to determine the cause of the problem
– Benchmark pages, page components
– Compare transaction steps.
– Compare impact of third party technology
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• Wanted to maintain a reliable and consistent experience on the Website to align with service philosophy of brand
• Needed data to support major site re-design and identify impact on Web application performance
• An international hotel chain that views its Website as their first opportunity to provide exceptional service
Background:
• Used Benchmark to support major site re-design including: understanding competitors’ site optimization strategies and optimizing site design choices
• Major site re-design improved online customer experience by optimizing web application performance and site usability
• Received Gomez Best of the Web Gold Medal
Business Challenges:
Gomez Solution:
Benefits Received:
Marriott - Travel
“Our Spirit to Serve philosophy of providing exceptional service for our guests often begins on Marriott.com, with a focus on a very reliable and consistent experience. The insights and metrics attained from Gomez have assisted us in meeting our high performance goals.” – Bruce Hoffmeister, Senior Vice President, Information Resources Shared Services, Marriott
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72% of Consumers Want Mobile-Friendly Sites: Google Research
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Google Research : So what, exactly, are consumers looking for in a website accessed from a mobile device?
• Site speed - loading time of 5 seconds or less
• Big, mobile-friendly buttons
• Limited scrolling and pinching
• Quick access to business contact information
• “Click to call” access to phone the business
• Links to the company’s social media profiles
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Resources
• www.compuware.com/benchmarks
• Best Practices White Paper
• www.speedoftheweb.org – Benchmark Report
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Compuware Confidential. Do Not Duplicate
Analysts Validate Compuware’s APM Leadership
Highest Score for APM Functionality
Gartner Positions Compuware in the
of the APM Magic Quadrant Report
Leaders Quadrant
Forrester Research Awards Compuware
in evaluation of APM Market
Top Scores
Frost and Sullivan Names Compuware
for cloud-based APM
Global Company of the Year
One of the industry's most "cloud-ready" APM solutions
1
2
3
4 EMA Awards Compuware
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Compuware Confidential. Do Not Duplicate
Panel Discussion: Impact of End User Experience on modern businesses