Compuware ASEAN APM User Conference 2013 - Telstra Case Studies

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June 2013

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Java .NET PHP C++ Oracle SAP CICS Big Data

Compuware APM Addressing Application Complexity

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Java .NET PHP C++ Oracle SAP CICS Big Data

true user experience at the

browser/app

synthetic external and internal

Compuware APM A Comprehensive Approach

app and network performance contribution

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Compuware APM

APMaaS

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Key Topics

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Business Requirement: Increase Online Interaction

• Customers faced with poorly performing Web & Mobile applications will transact less online, preferring call centers or competitors – leading to higher costs and lost opportunities

• Poor Web & Mobile applications performance means that users are unlikely to recommend an organization to others which will negatively impact the net promoter score (NPS).

• Increased Web & Mobile interactions means increased complexity

Current Online Service and Sales Transactions Future

6% 35%

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Telstra Use Cases

Web Mobile Cloud Enterprise Big Data

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WEB

• Online Billing

• Online Service Portal

• Customer Services Portal

• Telstra Shop

• Chat

• Tcom Services

• DDC

• Live

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Online Billing

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Online Billing

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Top 5 Recommendations

MQ Connection Opening/Closing

Chatty Communication

Redundant SQL Execution

High Garbage Collection

Frequent MQ Exception Correlated to Trx

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MOBILE

• Telstra 24x7

• AFL

• NRL

• Horse Racing

• Music

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47% of mobile users had a problem in the past year when accessing an app on their phone

Challenge: Mobile & Web App Performance Impacts Business Results

“Mobile apps live and die by their rating in an app store…When the rating suffers, the customer adoption rate suffers.”

Margo Visitacion, VP, Forrester Research

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End-to-End

From The Edge

Browser & Mobile Device

End User Browser

Native App

Third Party

Proxy

The Application

External

External

DB

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Data usage cannot be calculated… (1)

Bad User Experience

documented on Oct 23rd 2012

Errors…

Bad User Experience

documented on Oct 23rd 2012

Slow…

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User has noticed slow “Log In” and had

problems to retrieve the mobile data usage

Data usage cannot be calculated… (2)

By capturing 100% of the user visits

and transactions all the time we can

simply search the user’s visit.

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Data usage cannot be calculated… (3)

User’s visit has been found.

We can verify that the majority of the “Log

In” time is spent on the server side.

Click on “Log In” took 21 seconds.

Log In was frustrating.

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Data usage cannot be calculated… (4)

Requesting mobile data usage

leads to 500 errors

Traffic light indicates that “Log

in” fails partially

Let’s diagnose root-cause.

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Data usage cannot be calculated… (5)

Out of the box we can follow

“Log in” end to end.

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Data usage cannot be calculated… (6)

Many exceptions and errors after calling

“MobileDataUsageMeter” service

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Data usage cannot be calculated… (7)

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Data usage cannot be calculated… (8)

From here we can export the

failed transaction and share

with the development team.

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Data usage cannot be calculated… (9)

Improving user experience

By Managing Business Transactions end-to-end

will naturally lead to increased numbers of

Mobile App users.

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ENTERPRISE

• CRM (Seibel)

• Wholesale Portal

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Telstra CRM (Siebel)

Business impact information

Synthetic performance

Service quality trends

Key enterprise applications

App deliver chain performance

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CLOUD

Telstra Silver Lining

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BIG DATA

• Telstra Digital