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 ?
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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
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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
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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
Load Balancer Portal
Identity Manager
Web Servers
Router
SAP
PSFT
Siebel
3rd Party Applications
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.
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Applications
FirewallNetwork
Switch
Load Balancer Portal
Identity Manager
End User
Web Servers
Router
SAP
PSFT
Siebel
Web Services
3rd Party Applications
Databases
Mainframe
Database
Traditional Management Approach:Monitor the Infrastructure – Necessary but not sufficient
Introscope & Application Performance Management
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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?
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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?
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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
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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 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
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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
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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” 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
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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 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
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Applications
What kind of customer problems do we solve?
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
This picture applies to both Java-only & .NET-only environments except the Java environments are probably slightly more complex
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— 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
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… 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
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Heterogeneous App Environment is Exponentially
More Complex
.NET APP
3rd Party Applications
Mainframe
J2EE APP J2EE
Web Services
.NET APP
Databases
Web Services
SQL Server
DB2
MQ
Web Services
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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 …
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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
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
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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 web applications into production quickly, and to keep them there
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Introscope Highlights
24 x 7 Monitoring: How is my system
performing?
Real-time view of Application performance
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Introscope Highlights
Incident Detection & Notification: Tell me when there’s
an issue
Online Purchasing
Early indications of a problem
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Online Purchasing
Determine the exact problem component (e.g.
slow DB call)
Introscope Highlights
Rapid Triage: Where exactly is the problem?
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Introscope Highlights
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”
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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
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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 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
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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
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
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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
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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
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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
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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?
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…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
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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 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
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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 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
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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
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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
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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 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
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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
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…
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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 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, …
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• 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
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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.
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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.
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App Server Time
Network Time
End-to-End Transaction Time
Introscope Performance BlameVisualizing a Transaction – Client vs. Server
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Remoting calls in separate servers
Introscope Performance BlameVisualizing a Transaction – Multiple Servers
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Transaction Tracer shows the whole
transaction from front ends to back end SQL
interaction.
Introscope Performance BlameVisualizing a Transaction – Back End DB
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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
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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
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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
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How The .NET Agent Works
IntroscopeEnterpriseManager
Window OS
Probes
CLR
ASP.NETWorker Process
WebApplication
.NET Agent
.NET Agent
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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
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Request
IIS Architecture
Window OS
InternetInformation
ServerClientTier
ASP.NETWorker Process
ApplicationAApplication
A
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IIS Worker Process Configuration Options
Application Pool
Worker Process
ApplicationAApplication
A ApplicationB
Worker Process
App. A
WP_1 WP_2
1 2 3
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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 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
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.NET
Features Of The .NET Agent
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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
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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 Sockets categories
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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
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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
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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
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SQLAgent Metrics Reported in .NET
• Listed under primary Backends category— Also support Boundary Blame, listed under Frontends | Apps
| … | Called Backends
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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
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Transaction Traces Of .NET Applications
• Sampled Transaction Traces/Manually-launched Sessions fully supported
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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
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Web Services Resources
• .NET Sample Management Module provides dashboards for Web Services monitoring— Overview Dashboard
— Triage Dashboards– Consumer Health– Producer Health
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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)
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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
Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 78
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
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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)
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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
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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
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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 $$ Impact Analysis
� Evidence Collection of Infrastructure State
(performance, utilization, configuration, logs)
� Incident Forwarding into Existing Systems and Procedures
� Unique Customer Transaction Repository
(Current and Historical Reporting, Scorecards, Analytics)
Bob Wright
Process Order
Slow Transaction Time = 22.8s06.01.05 8:59:48am
CEM Incident:
• Process Order
• Slow Time > 5.0s
• 256 Customers, 22 Premier
• Time: 06.01.05 8:59am
• Duration: 35minutes
• Incident cost: $278,00
Evidence Collection:
• Network, Web, App, DB,MF
Monitor InterfaceNo IP Address
Mirrored Port for XX Application Web VLAN (i.e. Cisco SPAN Port)
Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 83
CEM - Features
• Transaction Impact AnalysisTM
– Production customer transactions
– Customer / user identity by name
– Business impact $$ 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
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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
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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
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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
Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 87
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
Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 88
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
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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
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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
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Wily Product Demo
For The Introscope & CEM Demo, please visit our stand.
Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 92
Q&A
Any Questions ?