1©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

mr. sci Tomislav KanižajTeritorry Sales Manager

HP Software

March 2011

HP APPLICATION PERFORMANCE MONITORING

2

Agenda

• Intro• Why to manage End to End application• How we do it

3

#1 Customer Satisfaction Enterprise Software Support (IDC)

HP Software Leadership Today

BUILDFaster

OPERATESimply

SECUREProactively

STOREEfficiently

ANALYZEReal-time

SECURE

Market Leader with Expanding Share

1000 New Customers/Month

Industry Leader in 2 Segments

2x Analyst Endorsements

4©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

WHY TO MANAGE

APPLICATION AT ALL?

55

Today’s Application Landscape

Internet / intranet

Firewall

Web server, AppsSAP, Siebel,

Oracle,J2EE,.NET

Backend –Databases, Mainframes

Physical and virtual

Cloud

Increasing complexity

66

Why manage Applications at all?

6

Downtime cost for typical retail outlet is $7,800 per minute

(IDC)

10-result page loading in 0.4 seconds to a 30-result page

loading in 0.9 seconds decreased traffic and ad

revenues by 20%

Every 100 ms increase in load time of Amazon.com decreased

sales by 1%

Business reputation is damaged Even customers not

directly impacted by outage may hear about the poor service

77

Your customers care!Real $$$ impact of poor performance…

88

“The business doesn't care about 99.9 percent uptime unless you're talking about the uptime of a business process or an end-to-end capability.”

— Peter WeillDirector, Center for IS Research

MIT Sloan School of Management

What is important for User of IT Services?

System Counters Are Critical to the Systems Admins

and

Business Service Management is Critical to the System Users

9

One of MythsBy reporting infrastructure metrics, IT is fully aligned with the business

• Knowing what a router is doing is nice, but a router

has never paid a bill

• IT needs to measure and report on what the

business cares about and pays for IT services

Communications Gap

IT: The router’s down

Business: What

does that mean?

Can users book

a ticket online?

1010

Do you deliver “business level” information?

10

82.0%Overall claims

processing

Middleware 99.3%

SQL Server 99.1%

Unix 99.4%

Network 99.4%

WEB 99.2%

Database 99.8%

MVS 99.1%

Customer Perspective

• Business services may be impacted even when system availability looks “green”

• The business wants to know the health of the whole business, not the underlying infrastructure

• As a result, the business has minimal visibility into the actual business service health and will discount IT’s ability to manage the services

1111 11

“43% of all tickets in

a service desk are

from customers.”-IDC Report for HP, October 2007

• Inadequate visibility into business service health

• Duplication of work effort & inefficient use of IT support experts

• Unable to track business services nor understand business impact of problems

How do you manage your services?

We don’t know about performance issues

until end users tell us!

1212 12

80% of mean time to

repair (MTTR) is spent

on trying to determine

what changed*

How do you manage your services?

Our resolution processes are inefficient!

Source: Forrester study

One person

Ten or more people

Six to nine people

Two to five people

2%

42%

34%

21%

Average # of IT people to identify and resolve performance issues

1313 13

80% of downtime is

caused by unplanned

or poorly executed

change*

• Inaccurate

relationships between

services & IT

elements

• No link between CI

and the business

service as

experienced by the

user

• Out-of-date view of IT

resources & business

dependencies

How do you manage your services?

No view into relations between Business

Service and supporting infrastucture!

1414

What is needed to run effective Business Service Management?

End to End User

Transaction Monitoring

Service Level

Management Reporting

Service Dependency

Mapping

Infrastructure Event

Management

1515

Why to consider Hewlett Packard for APM?

We prove it • #1 in Gartner Magic Quadrant

• 5 of 5 Top global investment banks

• 8 of 10 Top insurance companies

• 9 of 10 Top wholesale banks

• 7 of 10 Top automakers

• 14 0f 20 Top financial services

We build it• Leading APM technology and unique transaction based unified model

We support it• With tens of thousands of IT professionals

We deliver it • Through 10 years experience as an

• APM SaaS provider

16

Agenda

• Intro• Why to manage End to End application• How we do it

1717

Improve customer satisfaction, revenue and employee productivity

HP Application Performance Management

EUM (BPM/RUM/SLM)

•Proactively monitor the application’s performance and availability based on the end user’s experience •Provide real-time visibility into the user’s behavior and experiences•Define realistic, quantifiable availability and performance objects that reflect business goals

Runtime Service Model/uCMDB/DDM

• More than 100 out-of-the-box discovery patterns and automate discovery processes to accelerate UCMDB adoption

• Repository for all discovered configuration items including relationships and dependencies between applications, transactions, business services and underlying IT infrastructure

Diagnostics/TransactionVision

Diagnostics

•App Component/Sub-component level isolation and triage

•App component level Transaction topology & monitoring

•All key platforms, pre& post production

HP TransactionVision

•Transaction Instance Tracing

Path and Payload, Speed and Success•Distributed & Mainframe

HP Operations Orchestration

• Provides an intuitive visual interface for easily designing, creating and sharing flows and operations

•Allows you to manage diverse operating systems, databases, applications and IT management tools

HP Application Lifecycle Management

•Script reuse to speed application monitoring in production

•Improve testing based on real user experience

•Leverage same tools for testing and production

1818

Comprehensive, automated and up-to-date model for dynamic services

Run-Time Service Model

Integrated Service Health Management

Cloud

Enterprise data center

Services, Business

processes, Transactions

AppsInfrastructure(physical &

virtual)

Run-Time Service Model

Event & Perf Data

HP CMS

Federated/integrated

3rd party CMDB

Create Service Map : 1 week+ (Manual) 1 hour (BSM)Maintain Service Map: 1 week+ (Manual) Near real time (BSM)

Run-time Operational database

Application Availability, Application Performance KPIs

from RUM and TV

System KPI from SiteScope/OM, propagates to BT via impact relationships

1919

Automatic alert notification

HP APM Detect

Alerts can be sent to OM, email, pager, iPhone and

any third party tools

Proactive monitoring based on end user experience

2020

Business ViewHP APM Prioritize

Business process and transaction flow analysis End user SLA performance and availability

Identify high revenue generating business process

prioritization

Proactive monitoring indicates SLA breach failures that impact

business service performance

2121

Reduce time to isolate and improve IT efficiency

HP APM Isolate

2222

Reduce time to isolate and improve IT efficiency

HP APM Isolate

Cross domain transaction breakdown Breakdown into components, pages, users, session details

2323

Quickly diagnose to lower IT costs and reduce mean time to repair

HP APM Diagnose

slow server request

Quickly find exceptions

Diagnostic details from EUM transactions

2424

Quickly diagnose to lower IT costs and reduce mean time to repair

HP APM Diagnose

.

We can locate the slow application sub-component with the call profile details kept for

each synthetic transaction

Detail call profiles of server requests Correlate back to BPM transaction

Supports Composite applications Single unified tool

Supports J2EE, .NET, SOA, Siebel, SAP

2525

Automate remediation to increase IT productivity

HP APM Repair

Integrates with BTO products and 3rd party systemsIntelligent IT Process Automation and automated remediation

2626

ValueProactive/service driven Productivity Efficiency

Deep dive transaction and business process tracking

Monitoring business services from end user perspective and communicate in business terms

Quickly isolate and diagnose application performance issues

Automating resolution of application performance issues

Application Monitoring maturity model

Confidential & Proprietary26

APM Solution Modules

BPM/SLM/RUM Diagnostics Operations Orchestration

TV/BPI

2727

What is needed to run effective Business Service Management?

End to End User

Transaction Monitoring

Service Level

Management Reporting

Service Dependency

Mapping

Infrastructure Event

Management

2828

How we can support you on BSM journey

2

8

Infrastructure Monitoring

End-user Experience Monitoring

Application Performance Management

Level 1

AwarenessLevel 2

CommittedLevel 3

ProactiveLevel 5

BusinessPartnership

Level 4

Service-aligned

Service Level Management

Business Service Management