WILY, Managing Critical Applications With Wily Introscope, Robert Dring

8/12/2019 WILY, Managing Critical Applications With Wily Introscope, Robert Dring

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Wily | CA

Application Performance Monitoring (APM)

Managing Critical Applications (JEE & .NET) with WilyIntroscope

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


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

Agenda

Why Application Performance Monitoring/Management ?

Introscope & Application Performance Management Architecture / How / What

Introscopes Blame Technology

An Introduction To .NET Monitoring Customer Experience Manager (CEM)

Summary / Q & A


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tere tulemast Tallinna!


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Why Application PerformanceMonitoring/Management ?


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Todays IT Challenges

Pressure to reduce operating costs and improve quality of serviceDo more with less

Constant mis-diagnosis, false positives, finger-pointing, reworkWasting resources

IT reports all is well, yet users are complainingCustomer satisfaction,how do you know

Overwhelmed by various alarms and health informationSeas of data

N-tier environments, access from anywhere anytimeIncreased complexity

Quick time to market, increased importance and relianceShift 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


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Applications

When Theres a Problem, IT Needs to Know

Where the Transaction is Failing

FirewallNetwork

Switch

LoadBalancer Portal

IdentityManager

End User

Router

SAP

PSFT

Siebel

Web Services

3rd PartyApplications

Databases

Mainframe

Database

Are customersaffected?

Are 3rd partiesmeeting SLAs?

How isdatabaseresponse?

Are businessapps slow?

What about theweb servers?

Are transactionsfailing?

Whatsmainframeresponse

time?

Web services down?

Is authentication

server slow? Can I find theproblem? Did

we recordeverything?

WebServers


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Most web applications are made up on three tiers: Front end

Middleware

Back ends (databases, transaction systems, andlegacy systems)

SOA architectures which include Enterprise Services

Bus (ESB) and Web Service layers, complicate thepicture.

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

LoadBalancer Portal

IdentityManager

WebServers

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 clients network it is

critical to focus on problems to you CAN control

-- your own systems and network.


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Applications

FirewallNetwork

Switch

LoadBalancer Portal

IdentityManager

End User

WebServers

Router

SAP

PSFT

Siebel

Web Services


Databases

Mainframe

Database

Traditional Management Approach:

Monitor the Infrastructure Necessary but not sufficient


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Introscope & Application PerformanceManagement


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Types of Performance Problems

Transaction

Server

WebApplication

Server

SecurityAuthorization

Server

Database

Which Oneis 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?


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WebServers

App Server Database

Servers

SecurityServers

BackendSystems

CICS

Customer complaining!

Why Application PerformanceMonitoring?

MQSeries

Wheres the Problem?

Application code?

Hardware?

Web App Server?

Database Servers?

Mainframes?

Security Systems?

Internet traffic?


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Wilys 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


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Introscope product line

Enterprise Application Management solution for mission critical

production applications used by Global 3500 companies

Monitors Java apps from insidethe JVM

Monitors Microsoft .NET apps from insidethe 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


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Transactions

Network, Systemsand Servers

ApplicationPlatforms andMiddleware

Applications

BusinessProcesses

Application

Performance

Management

CustomerExperience

Management

Customers

Databases Authentication

Wilys 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


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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


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Pitfalls without 360 Stakeholder Management

Lack of 24x7 in-depth visibility into the Application

Reactive Management - using a crank whenproblems occur

Overhead issues affect end-user performance

Single console is not appropriate for collaborativemanagement

Require usage of different tools throughout the life

cycle Generally require a framework with many

components


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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 rightperson for fix

App Developer

Deep views into webapplication

Component-level blame

Pinpoint root cause

Business-FacingApplication Owner Negotiate SLAs with Business

Measure customer satisfactionand business processes

Provide reports to Bus andOperations Management

Operations

24x7 live views ofapplication P&A

SLA monitoring

Proactive incident detection


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Applications

What kind of customer problems do we solve?

FirewallNetwork

Switch

LoadBalancer Portal

IdentityManager

End User

Router

SAP

PSFT

Siebel

Web Services


Databases

Mainframe

Database

Are customersaffected?

Are 3rd partiesmeeting SLAs?

How isdatabaseresponse?

Are businessapps slow?

What about theweb servers?

Are transactionsfailing?

Whatsmainframeresponse

time?

Web services down?

Is authenticationserver slow?

Can I find theproblem? Didwe record

everything?

WebServers

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


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and imagine what happens when you have aheterogeneous 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 QuoteASP .NET

EnterprisesServices

Directory Service

.NET Messaging

ASMX WebService Producer

Web ServiceConsumer


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Heterogeneous App Environment is Exponentially

More Complex

.NET APP

3rd Party Applications

Mainframe

J2EE APP J2EE

WebServices

.NET APP

Databases

Web Services

SQL Server

DB2

MQ

Web Services


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Unavailable or Slow

Available, 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


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Introscope PowerPacksDatabases, Web Services, Back-End Systems

Availability, Performance, Errors, SLAs

CANetwork, Database, Systems, Workload,

3rd Party Applications

IntroscopeAvailability, Performance,Failed TXs, Errors, SLAs

Always-On RecordingTransaction Tracing

IdentityManager

FirewallNetwork

Applications

Switch

LoadBalancer

Portal

SAP

PSFT

Siebel

Web Services

3rd Partyapplications

End User

Web Servers

Databases

Router

CEMCustomer Experience,

Transaction Success Rates,Failures, Errors, Defects,

Scorecards, SLAs, Six SigmaBusiness Cost $$ and Impact

Mainframe

Database

Wily Solution Overview

Only Wily Gives You Deep Visibility into Java/.NET Apps from the

INSIDEto Predict, Diagnose and Record Performance in Real-Time


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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 webapplications into production quickly, and to keep them there


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24 x 7 Monitoring: How is my systemperforming?

Real-time view ofApplication performance


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Incident Detection & Notification: Tell me when theresan issue

Online Purchasing

Early indications of aproblem


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Online Purchasing

Determine the exact

problem component (e.g.slow DB call)


Rapid Triage: Where exactly is the problem?


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Root-Cause Analysis: Whats causing theproblem?

A completebreakdown of slowtransactions:

For example: Many small DB calls =>Death by thousand paper cuts


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Introscope HighlightsTrend Analysis / Planning: Are we performing as well as 6 months ago?

Historical views using livedashboards

Every transaction is storedfor review

Online Purchasing


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24 x 7 Monitoring Like an aircraft flight recorder its always on.

Operates in Production as well as QA testing and Devenvironments 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


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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.)


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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

ThirdParties

Content

JVM

CICS / IMS / Tuxedo

Response

TransactionRequest

Inside to Outside

Internal JVM View with No Source Code Changes

Inside-to-Outside

Fine-Grained Production Monitoring

ConnectorsWorkflow

End-to-End


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Industry Standard Byte-Code Instrumentation

Means Fast Time to Monitoring

Wily BCI Approach validated byJava Community Wily code adopted into J2SE 1.5

Instrumentation on the flymeans 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 intomemory

IntroscopeAutoProbeIntegration

withJVM ClassLoader

Wily DoesNOT modifysource code!

ProbesInserted

CLASS

1010010111101010100100101010010100010110


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Non-Java /.NET

Systems

Managing Heterogeneous Apps with

1 Single Tool and 1 Single User Interface

Swingor

BrowserWorkstations

IntroscopeEnterpriseManager

Alerts, Events andPerformance Data

JVM

Application Server

J2EE Applications

Java

Agent

Agent

IntroscopeEPA

Real-time,Historical, andPerformance

Alerting

HistoricalData

App Health, SLAand Capacity

Planning reports

CLR

.NET

Applications.NETAgent

IntroscopeAgents


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Monitors Java applications as soon as it is

installedNo coding is needed Introscope automatically

detects and monitors any

J2EE Components EJBs

Servlets

JSPs

JNDI

JMS

Advanced Metrics Concurrency

Stalled Methods Instance Counts


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From the Browser

- Browser Response Time Adaptor

Browser response time from auser point of view

100% real transactions, not apinger

Associated customizabledashboards

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?


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to the messaging tier

- For example: MQ Series

MQ Series Server

MQ Series Connectors

WBI Adapters


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Analyze Failed Transactions with

- ErrorDetector

View detailedinformation abouterrors as soon asthey happen and

improve end userexperience

You need the ability to detect and diagnose the causes of serious errors,which can prevent individual users from completing web transactions


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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


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Analyse Problematic Transactions

- Transaction Tracer

If Apps Average Responsefor Most Users is Fine

How Do You Help theIsolated Incidents?

HELP

HELP

Isolate problematic individual transactions

Analyze and pinpoint bottleneck for each

Improve overall app performance

From Browser to Back-end


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LeakHunter

- Eliminating Production Memory Problems

App is DownAgain!!!

Server Ran Outof Memory

ManagementBy ForcedRestarts

Restart App24 HoursLater

Wily can help you1. Identify potential leaks

inside production apps

2. Pinpoint sources of leaksin app componentsand methods

3. Monitor life of all Javaobjects in memory

4. Isolate and remove leaksduring stress testing


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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


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Live AND Historical Views into Java Performance

Data

Introscope SmartStore HistoricalRepository captures all Metrics all the

time. A Flight Recorder for your JVM

Analysis of Historical Data available inWorkstation Client and via Reports

Historical Data available for ANYIntroscope 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


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

JAVA APPLICATION

APPLICATION SERVER

Authentication

PORTAL

Content

JVM

Response

TransactionRequest

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


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Alerts and Framework Integration Aid in

Collaborative Application Management

Flexible/Powerful Event Manager Console Alert Message

Alert Emails

Events to Systems FrameworkConsole

Shell Script Actions

Any combination of Events for eitherThreshold

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,


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Certify for:

Expected service levels

Memory usage

Characterise runtimeload

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


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Introscopes Blame Technology


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Flips Into BlameDrill Down

RelativeTimeMovement

+

-

-

+

Introscope Performance Blame

Visualizing a Transaction

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

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

Tracer.

Blame Technologyautomatically discovers

the interactions betweencomponents.

f l


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Flips Into BlameStackRelative Time Movement


Visualizing a Transaction

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

Tracer view.


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Remoting calls in separate servers

Introscope Performance BlameVisualizing a Transaction Multiple Servers



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Transaction Tracershows the whole

transaction from frontends to back end SQL

interaction.


Visualizing a Transaction Back End DB



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Transaction Tracerprovides multiple

views of same data.

Tree view providesquick drill down.


Visualizing a Transaction Drill Down


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An Introduction To .NET Monitoring

Overview


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Overview

The (Microsoft) .NET version

.NET Framework Class Library

Windows

Common Language Runtime (CLR)

BrowserApps

Rich ClientApps

OtherApps

Service-Oriented Apps

WindowsForms

EnterpriseServices

ASP.NET

ADO.NET

MoreASMX,WSE, etc

Product Architecture


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Non-Java

Systems

Product Architecture

SwingOr

Browser

Workstations


Alerts, Events &Performance

Data

JVM

Application Server

J2EE Applications

Agent

IntroscopeAgents

Agent

IntroscopeEPA

Real-time,Historical, &Performance

Alerting

HistoricalData

App Health, SLAand Capacity

Planning reports

CLR

.NET apps

.NetAgent


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How The .NET Agent Works


Window OS

Probes

CLR

ASP.NETWorker Process

WebApplication

.NETAgent

.NETAgent

A t d A li ti D i


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Agents and Application Domains

Window OS

CLR

App Domain A

App Domain B

App Domain C

.NETAgent

.NETAgent

.NET

Agent

In .NET framework,applications run in domains

A separate Agent reports data foreach domain

Thus the total count of

reporting Agents equals: the count of defined application

domains

Agent in Default Domain doesnot link to EM

Default Domain.NET

Agent


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Request

IIS Architecture

Window OS

InternetInformation

ServerClientTier

ASP.NETWorker Process

ApplicationAApplication

A

IIS Worker Process Configuration Options


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IIS Worker Process Configuration Options

Application Pool

Worker Process

ApplicationAApplication

A Application

B

Worker Process

App. A

WP_1 WP_2

1 2 3

The .NET Agent Instrumentation Process


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The .NET Agent Instrumentation Process

CLR Environment

.NET Applications

Windows OS

COM Registry

EnvironmentVariables

Global AssemblyCache (GAC)

1

1. CLR Runtime checks for presence ofenvironment variables,Cor_Enable_Profiling and

COR_PROFILER

2. This info used as lookup key inCOM Registry to locateAutoProbeConnector

3. The AutoProbeConnector loads theAutoProbe, also via lookup in COMRegistry

4.AutoProbe locates the Agent in theGAC and loads it

5. The Agent finds its profile fromenvironmental variables

6. Each application is instrumentedaccording to PBDs

23

4

.NETAgent

5

6

AutoProbecomponents

.NET


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.NET

Features Of The .NET Agent

The NET Metric Set


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The .NET Metric Set

.NET Agent and Probe code ported over from Javaversion:

Thus similar types of metrics measured for .NET applications Average Response Time, Concurrent Invocations, Errors PerInterval, Responses per Interval and Stall Count

Compatibility with Introscope 7 Frontend/Backend scheme:

Data reported about frontends, application health tracked inApplication Overview grid

ADO.NET data layer tracked in Backends category

.NET Agent supports tracking of Web Services layer

The .NET Metrics In Investigator Tree


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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 Socketscategories

Variations In The NET Metric Categories


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Variations In The .NET Metric Categories

A number of differences between .NET and J2EEresource categories:

SQLAgent-reporteddata appears underBackends category

Backends >

JDBC

ASPX user-facingcomponents listed

ASP.NETJSP, Servlets

All Windows-reportedinfrastructure metricsappear here

PerfMon | ProcessorCPU

Notes.NET ApplicationJ2EE Application

Frontend Metrics In .NET


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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


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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


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SQLAgent Metrics Reported in .NET

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

| | Called Backends

Web Services Monitoring


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Web Services Monitoring

Web Services activitymonitored by Agent:

Appears under Web Servicesresource category

Data gathered for bothProducers and Consumers

Aggregated data by category Individual performance of each

Web Services component

Transaction Traces Of NET Applications


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Transaction Traces Of .NET Applications

Sampled Transaction Traces/Manually-launchedSessions fully supported

Application Monitoring Resources


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Sample Management Module for.NET monitoring ships withSolution Pack Named .Net Sample

Defines: Triage-oriented Metric Groupings and

Alerts Detection and Triage Dashboards, and

Application and Database DetailDashboards

Web Services Resources


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.NET SampleManagement Module

provides dashboards forWeb Services monitoring

Overview Dashboard

Triage Dashboards Consumer Health Producer Health

The Introscope Solution Pack for .NET


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An management solution for enterprise applicationsrunning 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


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Customer Experience Manager (CEM)


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What Problems Does CEM address


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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, rewor

Do more with less Pressure to reduce operating costs and improve quality of serv

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

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

What does CEM do


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Measures the success of customer transactions in real-tim

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)

CEM Real-time, Distributed Architecture


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Web Tier

Database Tier

App Tier

SwitchesRouters Firewalls

LDAP

Transaction Impact Monitor(s)

(Transaction Impact AnalysisTM)

TESS

Transaction Event and Statistics Server

Intranet / Internet

CEM Architecture


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Low Risk, Zero Overhead

Management InterfaceRequires IP Address

ManagementVLAN

Production

Out-of-path

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

ApplicationTier

Database

Tier

Web

Tier

FirewallRouter

Network

Customers

Monitor InterfaceNo IP Address

Switch LoadBalancer

MainframeTier

Management InterfaceRequires IP Address

TIMTransaction Impact

Monitor (TIM)

TESS

Transaction Eventand StatisticsServer (TESS)

Real-time copy of production customer traffic

Mirrored port of the application VLAN

Core Ethernet Switch, Load Balancer, Network TAP

CEM - Deployed


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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 WrightProcess OrderSlow 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 ApplicationWeb VLAN (i.e. Cisco SPAN Port)


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CEM - Focus on What is Important


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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 Discovery


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Recorders

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


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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

CEM Real-time, Distributed Architecture


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Web Tier

Database Tier

App Tier

SwitchesRouters Firewalls

LDAP

Transaction Impact Monitor(s)


TESS

Transaction Event and Statistics Server

Intranet / Internet

CEM - Focus on What is Important


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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) & 14others

9 Components Scripts

CEM Platform


CEM

CEM Solution Components


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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

OpenAP

I

Transaction Impact Monitor(Transaction Impact AnalysisTM)

Transaction Events and Statistics Server

TESS


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Wily Product Demo


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For The Introscope & CEM Demo,

please visit our stand.


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Q&A

Any Questions ?

Documents

WILY, Managing Critical Applications With Wily Introscope, Robert Dring