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Wily | CA

Application Performance Monitoring (APM)

Managing Critical Applications (JEE & .NET) with Wily Introscope

The Key to Application Performance Management and Customer Success

Robert Dring

Senior Consultant Northern EMEA

Webmedia User Conference, Tallin, Estonia.

7th December 2006

eMail : [email protected]

Tel : +44-7917-046945

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

Agenda

• Why Application Performance Monitoring/Management ?

• Introscope & Application Performance Management— Architecture / How / What

• Introscope’s Blame Technology

• An Introduction To .NET Monitoring

• Customer Experience Manager (CEM)

• Summary / Q & A

“tere tulemast Tallinna!”

Why Application Performance Monitoring/Management ?


Today’s IT Challenges

• Pressure to reduce operating costs and improve quality of service“Do more with less”

• Constant mis-diagnosis, false positives, finger-pointing, rework “Wasting resources”

• IT reports all is well, yet users are complaining“Customer satisfaction,

how do you know”

• Overwhelmed by various alarms and health information “Seas of data”

• N-tier environments, access from anywhere anytime “Increased complexity”

• Quick time to market, increased importance and reliance “Shift to web based apps”

• The time & resources to identify, isolate, and solve customer incidentsPROBLEM

• Lack of understanding of the business impact of an incidentPROBLEM

• Inconsistent performance of business applicationsPROBLEM

Web-Tier Application-Tier Database-Tier Mainframe-Tier


Applications

When There’s a Problem, IT Needs to Know

Where the Transaction is Failing

FirewallNetwork

Switch

Load Balancer Portal

Identity Manager

End User

Router

SAP

PSFT

Siebel

Web Services

3rd Party Applications

Databases

Mainframe

Database

Are customers affected?

Are 3rd parties meeting SLAs?

How isdatabase response?

Are business apps slow?

What about theweb servers?

Are transactionsfailing?

What’s mainframeresponse

time?

Web services down?

Is authenticationserver slow? Can I find the

problem? Did we record everything?

Web Servers


Most web applications are made up on three tiers:

• Front end

• Middleware

• Back ends (databases, transaction systems, and legacy systems)

SOA architectures which include Enterprise Services

Bus (ESB) and Web Service layers, complicate the

picture.

Where are Transactions Processed?

Drill Down:End User Experience

Drill Down: Application and App

Server Availability and Performance

Drill Down:Back-End

Availability and Performance

Applications

FirewallNetwork

Switch


Identity Manager

Web Servers

Router

SAP

PSFT

Siebel


Databases

Mainframe

Database

Web Services

End-to-End, Always-On Transaction Visibility

Most web-based client applications do NOT process

much of the transaction, only presentation. When

monitoring the client and the client’s network it is

critical to focus on problems to you CAN control

-- your own systems and network.


Applications

FirewallNetwork

Switch


Identity Manager

End User

Web Servers

Router

SAP

PSFT

Siebel

Web Services


Databases

Mainframe

Database

Traditional Management Approach:Monitor the Infrastructure – Necessary but not sufficient

Introscope & Application Performance Management


Types of Performance Problems

Transaction Server

Web

Application

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?


Web Servers

App Server DatabaseServers

SecurityServers

BackendSystems

CICS

Customer complaining!

Why Application Performance Monitoring?

MQSeries

Where’s the Problem?

Application code?

Hardware?

Web App Server?

Database Servers?

Mainframes?

Security Systems?

Internet traffic?


Wily’s Business is Web Application Management

(not just Java App Management)

• Our goal is to manage all business-critical transaction-oriented

web applications for our customers

• Focused on Java initially because of its adoption

• Now extending to Microsoft .NET because of its rising popularity

amongst our existing customers & future prospects

Managing heterogeneous application

environment will be our specialty


Introscope product line

• Enterprise Application Management solution for mission critical

production applications used by Global 3500 companies

— Monitors Java apps from inside the JVM

— Monitors Microsoft .NET apps from inside the Managed CLR

environment

— Also monitors non-Java/.NET systems from the outside

• V1.0 shipped in 1999

• Currently shipping version – V7.0 (GA in May 2006)

• 600+ worldwide customers


Transactions

Network, Systems and Servers

ApplicationPlatforms and Middleware

Applications

Business Processes

Application

Performance

Management

Customer Experience

Management

Customers

Databases Authentication

Wily’s Customer Success Management Solution is

supported by Introscope & CEM

• Real time monitoring from end-to-end for ALL transactions

• Correlate actual user experience with application performance

• Predict problems before customers are impacted

• Quickly triage problems to improve availability & performance

• Monitor and document SLA performance

• Collaborate across IT and the Business to insure customer success


Customer Benefits

• End-to-end transaction visibility into all transactions, across the web infrastructure (Java or .NET)

• Proactive notification — before SLAs are compromised

• Automatic discovery, monitoring, and triage for the application environment

• Deep visibility into each transaction across processes

• Capture 100% of performance data for SLA management, trend analysis, capacity planning

• Manage heterogeneous .NET and J2EE environments


Pitfalls without 360° Stakeholder Management

• Lack of 24x7 in-depth visibility into the Application

• Reactive Management - “using a crank” when problems occur

• Overhead issues affect end-user performance

• Single console is not appropriate for collaborative management

• Require usage of different tools throughout the life cycle

• Generally require a framework with many components


Introscope provides a common Language for Various IT

Stakeholders to Manage and Solve Problems Together

Application Support

• Consistent, end-to-end view

• Evidence collection based on hard data

• Route problem to right person for fix

App Developer

• Deep views into web application

• Component-level blame

• Pinpoint root cause

Business-Facing Application Owner• Negotiate SLAs with Business

• Measure customer satisfaction and business processes

• Provide reports to Bus and Operations Management

Operations

• 24x7 live views of application P&A

• SLA monitoring

• Proactive incident detection


Applications

What kind of customer problems do we solve?

FirewallNetwork

Switch


Identity Manager

End User

Router

SAP

PSFT

Siebel

Web Services


Databases

Mainframe

Database

Are customers affected?

Are 3rd parties meeting SLAs?

How isdatabase response?

Are business apps slow?

What about theweb servers?

Are transactionsfailing?

What’s mainframeresponse

time?

Web services down?

Is authenticationserver slow? Can I find the

problem? Did we record everything?

Web Servers

This picture applies to both Java-only & .NET-only environments except the Java environments are probably slightly more complex


— Database

Login

Transaction

APPLICATION

JVM

APPLICATION SERVER

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

Request

Response

JNDI

WebSphere BI

JDBC Driver

Account EJB

AccountTransaction

Servlet

Login JSP

SAP, Siebel, PeopleSoft

MQ Series

CICS/IMS/Tuxedo

LDAP Server

Account InfoServlet

WebSphere MQ Connector

CICS/TuxedoConnector

Memory File and Network I/O

SessionsThreads Pools

Request

Response

And if you were to look inside the Java app …

… SOA-based Java Web Apps are Complex …

Highly componentized, distributed across your enterprise and connected to multiple back-end systems


… and imagine what happens when you have a heterogeneous environment with BOTH Java and .NET Web Apps …

… so are SOA-based .NET Web Applications

Web Services

—

SQL Server

DirectoryServer

MessagingServer

Browser

Transaction APPLICATION DOMAIN

WINDOWS

CLR

Login ASP.NET ASP.NET

Check Quote ASP .NET

EnterprisesServices

Directory Service

.NET Messaging

ASMX Web Service Producer

Web ServiceConsumer


Heterogeneous App Environment is Exponentially

More Complex

.NET APP


Mainframe

J2EE APP J2EE

Web Services

.NET APP

Databases

Web Services

SQL Server

DB2

MQ

Web Services


Unavailable or SlowAvailable, Performant

.NET App

Java App

Messaging

Database

Mainframe

Trans Server

End-User App

05:00 06:00 07:00 08:00 09:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00

99%

99%

99.9%

99.9%

99.999%

99.9%

80%

% available

Silo-Based Management Does Not Work …


Introscope PowerPacksDatabases, Web Services, Back-End Systems

Availability, Performance, Errors, SLAs

CANetwork, Database, Systems, Workload,


IntroscopeAvailability, Performance,Failed TXs, Errors, SLAs

Always-On RecordingTransaction Tracing

Identity Manager

FirewallNetwork

Applications

Switch

Load Balancer

Portal

SAP

PSFT

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

Wily Solution Overview

Only Wily Gives You Deep Visibility into Java/.NET Apps from theINSIDE to Predict, Diagnose and Record Performance in Real-Time


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



24 x 7 Monitoring: How is my system

performing?

Real-time view of Application performance



Incident Detection & Notification: Tell me when there’s

an issue

Online Purchasing

Early indications of a problem


Online Purchasing

Determine the exact problem component (e.g.

slow DB call)


Rapid Triage: Where exactly is the problem?



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”


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


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 Work

An Introduction


How does Introscope Work

What 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.)


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…

End-to-End


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.)

Instrumented

Code

loaded into

memory

Introscope AutoProbeIntegration

withJVM ClassLoader

Wily Does NOT modify source code!

ProbesInserted

CLASS

1010010111101010100100101010010100010110


Non-Java /.NET

Systems

Managing Heterogeneous Apps with

1 Single Tool and 1 Single User Interface

Swing or

BrowserWorkstations

Introscope EnterpriseManager

Alerts, Events andPerformance Data

JVM

Application Server

J2EE Applications

JavaAgent

Agent

Introscope EPA

Real-time, Historical, and Performance Alerting

HistoricalData

App Health, SLA and Capacity

Planning reports

CLR

.NET Applications.NET

Agent

Introscope Agents


Monitors Java applications as soon as it is

installed

No coding is needed• Introscope automatically

detects and monitors any J2EE Components— EJBs

— Servlets

— JSPs

— JNDI

— JMS

• Advanced Metrics— Concurrency

— Stalled Methods

— Instance Counts


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?


…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


…to the messaging tier- For example: MQ Series

• MQ Series Server

• MQ Series Connectors

• WBI Adapters


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


ChangeDetector:What change affected my App?

• Graphic visualization of change events— Files (text & binary) — Archives & JAR files— Classes loaded into the JVM— System properties— Oracle Database tables— Configuration of connected subsystems (via EPA)

• Detailed change event analysis— Change events visually displayed with

performance metrics— Type of change (addition, deletion, modification)— Time of change— Difference between versions (for text files)— Hierarchical and historical views of changes — Customized reporting


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


Introscope gathers system resource information

in 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


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


Memory Leak Detection and Diagnosis

• Introscope LeakHunter— Monitors the most common

production memory leaks– java.util.Collections

• Instance Counts— Monitor the life of all Java

Objects in Memory– Number of instances in memory at

any given time


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


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…


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, …


• 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

Introscope’s Blame Technology


Flips Into Blame Drill Down

Re

lative

Tim

e M

ove

men

t

+

-

-

+

Introscope Performance BlameVisualizing a Transaction

Look for components down the hierarchy that are color coded according to weight.

Drills down is used in many views, such as the Introscope Investigator and Transaction

Tracer.

Blame Technologyautomatically discovers the interactions between

components.


Flips Into Blame StackRelative Time Movement

Introscope Performance BlameVisualizing a Transaction

Look for the widest and deepest components when troubleshooting performance bottlenecks. This topographical view is the default Transaction

Tracer view.


App Server Time

Network Time

End-to-End Transaction Time

Introscope Performance BlameVisualizing a Transaction – Client vs. Server


Remoting calls in separate servers

Introscope Performance BlameVisualizing a Transaction – Multiple Servers


Transaction Tracer shows the whole

transaction from front ends to back end SQL

interaction.

Introscope Performance BlameVisualizing a Transaction – Back End DB


Transaction Tracer provides multiple

views of same data.

Tree view provides quick drill down.

Introscope Performance BlameVisualizing a Transaction – Drill Down

An Introduction To .NET Monitoring


Overview

• The (Microsoft) .NET version

.NET Framework Class Library

Windows

Common Language Runtime (CLR)

BrowserApps

Rich Client Apps

OtherApps

Service-Oriented Apps

WindowsForms

EnterpriseServices

ASP.NET

ADO.NET

MoreASMX, WSE, etc


Non-Java

Systems

Product Architecture

Swing Or

BrowserWorkstations

Introscope EnterpriseManager

Alerts, Events &Performance

Data

JVM

Application Server

J2EE Applications

Agent

Introscope Agents

Agent

Introscope EPA

Real-time, Historical, & Performance Alerting

HistoricalData

App Health, SLA and Capacity

Planning reports

CLR

.NET apps.NetAgent


How The .NET Agent Works

IntroscopeEnterpriseManager

Window OS

Probes

CLR

ASP.NETWorker Process

WebApplication

.NET Agent

.NET Agent


Agents and Application Domains

Window OS

CLR

App Domain A

App Domain B

App Domain C

.NET Agent

.NET Agent

.NET Agent

• In .NET framework, applications run in domains— A separate Agent reports data for

each domain

• Thus the total count of reporting Agents equals:— the count of defined application

domains

• Agent in Default Domain does not link to EM

Default Domain.NET Agent


Request

IIS Architecture

Window OS

InternetInformation

ServerClientTier

ASP.NETWorker Process

ApplicationAApplication

A


IIS Worker Process Configuration Options

Application Pool

Worker Process

ApplicationAApplication

A ApplicationB

Worker Process

App. A

WP_1 WP_2

1 2 3


The .NET Agent Instrumentation Process

CLR Environment

.NET Applications

Windows OS

COM Registry

EnvironmentVariables

Global AssemblyCache (GAC)

1

1. CLR Runtime checks for presence of environment variables, Cor_Enable_Profiling and COR_PROFILER

2. This info used as lookup key in COM Registry to locate AutoProbeConnector

3. The AutoProbeConnector loads the AutoProbe, also via lookup in COM Registry

4. AutoProbe locates the Agent in the GAC and loads it

5. The Agent finds its profile from environmental variables

6. Each application is instrumented according to PBDs

23

4

.NET Agent

5

6

AutoProbecomponents


.NET

Features Of The .NET Agent


The .NET Metric Set

• .NET Agent and Probe code ported over from Java version:— Thus similar types of metrics measured for .NET applications

– Average Response Time, Concurrent Invocations, Errors Per Interval, Responses per Interval and Stall Count

• Compatibility with Introscope 7 Frontend/Backend scheme:— Data reported about frontends, application health tracked in

Application Overview grid

— ADO.NET data layer tracked in Backends category

• .NET Agent supports tracking of Web Services layer


The .NET Metrics In Investigator Tree

• Two types of Metrics:— System-level Metric for ASP.NET process and CLR

— Application Metrics for each deployed web app

{• Application-specific Metrics

For a Particular ASP.NET Application.

• System-level Metrics (CPU, CLR, ASP.NET process, etc) reported in PerfMon, GC Heap and Sockets categories


Variations In The .NET Metric Categories

• A number of differences between .NET and J2EE resource categories:

SQLAgent-reported data appears under Backends category

Backends >

<<.NET

Datasource_Name >>

JDBC

ASPX user-facing components listed

ASP.NETJSP, Servlets

All Windows-reported infrastructure metrics appear here

PerfMon | ProcessorCPU

Notes.NET ApplicationJ2EE Application


Frontend Metrics In .NET

• Listed under primary Frontends category— Application URLs set in IntroscopeAgent.profile, or auto-

discovered and placed under Default category


ASPX Metrics

• Listed under ASP.NET category:— Metrics reported here represent user-facing aspects of page as well

as “code-behind” logic


SQLAgent Metrics Reported in .NET

• Listed under primary Backends category— Also support Boundary Blame, listed under Frontends | Apps

| … | Called Backends


Web Services Monitoring

• Web Services activity monitored by Agent:— Appears under Web Services

resource category

• Data gathered for both Producers and Consumers— Aggregated data by category

— Individual performance of each Web Services component


Transaction Traces Of .NET Applications

• Sampled Transaction Traces/Manually-launched Sessions fully supported


Application Monitoring Resources

• Sample Management Module for .NET monitoring ships with Solution Pack— Named .Net Sample

— Defines:– Triage-oriented Metric Groupings and

Alerts– Detection and Triage Dashboards, and

Application and Database Detail Dashboards


Web Services Resources

• .NET Sample Management Module provides dashboards for Web Services monitoring— Overview Dashboard

— Triage Dashboards– Consumer Health– Producer Health


The Introscope Solution Pack for .NET

• An management solution for enterprise applications running on the .NET platform

• Supports .NET 1.1 and 2.0

• Includes the following Introscope components:— Introscope .NET Agent

– Introscope .NET Probebuilder– Introscope .NET Autoprobe

— Introscope .NET SQL Agent Extension

— Introscope 7.0 System (Enterprise Manager, Workstation & WebView)

— PowerPack for .NET CLR

— Web Services Manager for Microsoft .NET

Customer Experience Manager (CEM)


How is CEM Applied

Problem Identification

Problem Prioritization

Rapid Cause Isolation

Earliest warning

Resource optimization

Time and cost reduction

Problem

Identification

and Resolution

‘Changing the way IT and Business manages…

to the customers point of view. Fact based management’

Elimination of defects & variance

Before, during, after upgrades

Where to focus resources

Continuous

Improvement

Executive Reports,

Scorecards, and

Decision Support

Improve performance, consistency

Reducing risk of changes

Greatest benefit to the business

Actual customers experience

Reports in business terms $

Unique customer information API

Accurate communication

Improved alignment with business

Analytics and custom reporting


What Problems Does CEM address

• “Shift to web based apps” – Quick time to market, increased importance and reliance

• “Increased complexity” – N-tier environments, access from anywhere anytime

• “Seas of data” – Overwhelmed by various alarms and health information

• “Inaccurate, inconsistent data” – IT reports all is well, yet users are complaining

• “Wasting resources” – Constant mis-diagnosis, false positives, finger-pointing, rework

• “Do more with less” – Pressure to reduce operating costs and improve quality of service

•

• PROBLEM – Inconsistent performance of business applications

• PROBLEM – Lack of understanding of the business impact of an incident

• PROBLEM – The time & resources to identify, isolate, and solve customer

incidents

Web-Tier Application-Tier Database-Tier Mainframe-Tier


What does CEM do

• 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

� Performance and quality analysis

� 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)

Customer Experience Manager (CEM)


Web Tier

Database Tier

App Tier

SwitchesRouters Firewalls

LDAP

CEM Real-time, Distributed Architecture

Transaction Impact Monitor(s)(Transaction Impact AnalysisTM)

TESS

Transaction Event and Statistics Server

Intranet / Internet


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


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 Wright

Process 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: $278,00

Evidence Collection:

• Network, Web, App, DB,MF

Monitor InterfaceNo IP Address

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


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 UniqueCustomer Information

in Real-time

Op

en

AP

I

CEM Platform(Transaction Impact AnalysisTM)

CEM


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 structure

CEM

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


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


Networking & Security

CEM 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


Web Tier

Database Tier

App Tier

SwitchesRouters Firewalls

LDAP

CEM Real-time, Distributed Architecture

Transaction Impact Monitor(s)(Transaction Impact AnalysisTM)

TESS

Transaction Event and Statistics Server

Intranet / Internet


CEM - Focus on What is Important

Transaction Recorder

• Get above the ‘noise’

• Simple, easy, one-time definition

• Transaction discovery options

— Standard transaction recorder

— Advanced transaction recorder

— Script import utility (Mercury, etc)

• Not impacted by changes• Transaction order structure

– Business Processes ‘Siebel – Order Provisioning’

– �� Business Transactions �� ‘Login’

– �� Transactions �� ‘Execute Login’ (SWE) & 14 others

9 �� Components �� ‘Scripts’

CEM Platform

(Transaction Impact AnalysisTM)

CEM


CEM Solution Components

• Transaction Impact Monitor (TIM)

– Runs Transaction Impact AnalysisTM

• Transaction Events and Statistics Server (TESS)

– Runs CEM software suite

• CEM Software Suite

– Customer Impact Module

– Incident Resolution Module

– Gateway Services Module

– Customer Analytics API

– Transaction Discovery

Op

en

AP

I

Transaction Impact Monitor(Transaction Impact AnalysisTM)

Transaction Events and Statistics Server

TESS


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 ProblemBefore Customer Calls

Applications Back to Normal

Detects Problemand Notifies

Proactively Monitors Production Applications


Wily Product Demo

For The Introscope & CEM Demo, please visit our stand.


Q&A

Any Questions ?

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