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PERFORMANCE MATTERS Meeting users rising expectations with intelligent management
Application Performance is a business issue directly affecting Cost, Revenue, and Brand
Application Performance is not only an I.T. issue, it is a business issue. Applications that are not performing optimally will reduce customer retention, revenue, brand and image in the market. It will decrease employee productivity and increase overall operational costs.
To avoid this, the entire Application Delivery Chain from the back-end data center, to the customer or end user, must flow and connect together quickly, easily and seamlessly.
todays complex Application Delivery Chain
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TOTAL APM The Atos Total Application Performance Management Service provides a solution for understanding the performance of web, non-web, mobile, streaming and cloud applications. Driven by end user experience, our Application Performance Management (APM) service monitors component transactions across the entire application delivery chain; from the end user all the way through to the back-end infrastructure.
‣ Provide end-to-end visibility of all users of business critical applications
‣ Reduce effort to identify and resolve problems by up to 83%
‣ Reduce service desk calls by up to 61%
‣ Measure end user performance for all users globally and 24/7, providing alerts, reports, and actionable troubleshooting data in real time
‣ Hold third parties accountable
‣ Alert prioritisation based on business impact
‣ Maintain quality of service for business critical applications such as SharePoint, SAP, Oracle, and Exchange
‣ Take a business transaction view, across all infrastructure tiers & components that the application traverses.
‣ Assess application usage/adoption across the enterprise
“Monitoring (and, indeed, all aspects of ITOM) must become primarily application-centric, and, within that application centricity, primary place must be given to ensuring a high quality of end-user or customer experience” - Gartner Research, October 2014
THE APPROACH The Total APM service is enabled through the deployment of a combination of three powerful tool variants.
Total APM offers two levels of service. The entry level Application Performance Monitoring service provides automatic broad application and network visibility across the enterprise estate answering questions such as:
‣WHO are the top users of my applications?
‣WHAT applications are competing for resource?
‣WHEN was a specific application used?
‣WHERE does unwanted traffic originate?
‣WHY is the application performing poorly?
‣WHICH users/sites use the most bandwidth?
‣ HOW FAST are application network/server response times?
Application Performance Management is the second tier of service which provides complete end-to-end transactional analysis. Building on the base level service it provides detailed transaction insight by measuring the end user response times as executed by real users, providing rapid fault domain isolation. Answering questions such as:
‣WHAT is the real End User Experience?
‣WHERE is the fault domain of my problem?
‣WHICH user transactions perform poorly?
‣ HOW should i prioritise my resources?
‣WHAT does business as usual look like?
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WHY SELL TOTAL APM
Differentiation
‣ Proactive approach
‣ Offer performance based SLAs
‣ Increased user satisfaction
Increase margin
‣ Demonstrate innovation
‣ Passively monitor competitors for expansion opportunities
Customer retention ‣ Real-time service performance
driving ‘Trusted-Provider’ status
‣ Proactively provide real customer benefit
Upsell
‣ Justify datacenter consolidation
‣ Confirm cloud migration
‣ Validate WAN optimisation
COMPELLING EVENTS
Data center transformation ‣ Baseline performance before and
after
‣ Ensure user experience of core applications will not suffer
Application upgrades/ next-generation ‣ Measure usage and adoption
‣ Pre/post performance validation
Cloud hosting initiatives ‣ Will the application perform reliably?
‣ Are 3rd party providers (ads/social/media) negatively impacting overall user experience?
Mobile initiatives ‣ Measure usage and adoption
‣ Compare mobile vs web performance
WAN optimisation ‣ Which applications would benefit?
‣ What improvement has WAN optimisation made to the user experience?
...
WHY
EXAMPLE INDICATORS Below are some typical pain-points that have indicated a need and subsequently led to Total APM deployments.
‣ “We usually become aware that end users are having a problem after the fact”
‣ “End user abandonment rates are increasing and conversion rates are decreasing. We’re not sure whether it's a performance issue?”
‣ “It is hard to prioritise application performance issues because we don’t know which users are effected or the business impact”
‣ “All our infrastructure component tools show that our systems are green, but the end user experience is still in the red”
‣ “We often conduct ‘war rooms’ involving 15 or 20 key infrastructure heads to determine which area is at fault”
‣ “We often just buy more hardware/bandwidth to try to solve a performance problem, without really knowing if it’s going to fix it”
‣ “We’re not meeting our service level commitments to the business”
‣ “We launched a new application but had to pull it back due to performance issues”
David Johnson Global Product Manager [email protected]
Morgan Withers Global Performance Manager [email protected]
Martin Bailey Atos Account Director [email protected]
Mark Revill APM Solution Strategist [email protected]
CONTACTS
FURTHER INFORMATION For further information please contact one of the Total APM experts as detailed below.
