The end user experience is a critical pillar of application performance management. It requires a global view that tracks the path of an application from data center through the Internet, and all the way to "the last mile" of delivery to the end user's computer or device. Although a well-established discipline, traditional application performance management approaches provide highly silo'ed views of application delivery to the end user. A full picture requires breadth and depth, and a view of the full business impact. Featured speakers, Tony Baer, Senior Analyst from independent research firm Ovum, and Compuware APM CTO Steve Tack to show: • Why traditional monitoring doesn’t tell the full story • The top 5 APM best practices • How to build your APM roadmap: applying best practices and creating your performance journey

1. Are Your Applications Delivering What Your End-Users Expect?
5 Best Practices to Improve Your APM Strategy and
Ensure a Positive End-User Experience
Tony Baer - Senior Analyst, Ovum
Steve Tack - Compuware APM CTO
June 14, 2011

2. Are Your Applications
Delivering What Your End-Users
Expect?
Tony Baer
tony.baer@ovum.com
14 June 2011
2 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.

3. Agenda
The End User Experience – where APM rubber meets the road
Why Traditional APM falls short
End User Experience: Top 5 APM Practices
The Journey to APM
3 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.

4. The End User Experience
Where APM rubber meets the road
App performance impacts your business
Mobile apps
52% of consumers won’t
return to a website they
had trouble accessing
from their phone
Browser
Bing: 2-sec slowdown =
4.3% less revenue/user
Enterprise
Slow apps = lost
productivity
Retaining eyeballs critical for B2C & enterprise apps
4 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.

5. People are the toughest audience
5 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.

6. Agenda
The End User Experience – where APM rubber meets the road
Why Traditional APM falls short
End User Experience: Top 5 APM Practices
The Journey to APM
6 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.

7. The Application Delivery Chain:
It’s a jungle out there!
Software Architecture Cloud
Customers & Employees
Configuration settings Private Public
Browser compatibility
Programming language
Mainframe Storage
Major
Network ISP
Browsers
DB App
Server Server
Web
Storage Server
Service Bus Data Local
Service ISP
App App Employees
Most APM tools overlook key nodes in app delivery chain
7 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.

8. App delivery chain:
Traditional “end-to-end” APM view
Customers & Employees
W W
Storage
Mainframe
Network
Browsers
DB App
Server Server
Web
Storage Server
Service Bus Data
Service
App App Employees
Most APM tools overlook key nodes in app delivery chain
8 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.

9. Traditional APM omits business impact
Symptoms
Low-level component
data
Isolated fragmentary
data
Gaps in monitoring
coverage
Result:
Inability to correlate
impacts to actual
business activity
Missing the big picture
9 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.

10. Agenda
The End User Experience – where APM rubber meets the road
Why Traditional APM falls short
End User Experience: Top 5 APM Practices
The Journey to APM
10 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.

11. End User Experience
Top 5 APM best practices
1. Ask the big questions first
2. Understand the business impact
3. Get the story from all angles
4. Monitor first mile through the last
5. Isolate the problem
11 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.

12. 1. Ask the big questions first
Is my application performing
properly?
What is the business impact? Is it
impacting internal productivity or
driving customers away?
Is the problem affecting my most
important customers or users?
Is the problem affecting all users --
or just a portion?
How is my performance trending
over time and how do I compare to
my competitors?
12 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.

13. 2. Understand the business impact
E commerce
Increasing abandonment of shopping carts
Return visits declining
Product searches slowing down
How many customers are affected?
Enterprise Apps
ERP application performance slowdowns at end of month reporting
periods impacting compliance, fiduciary obligations
Impact of sluggish performance outages on end staff productivity
The answers will prioritize your response
13 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.

14. 3. Get the story from all angles
Monitor physical virtual environments
View performance from data center, service provider client
Use multiple monitoring perspectives
Real user monitoring for the actual experience
Synthetic testing for objective comparisons
14 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.

15. 4. Monitor from first mile through the last
Data center and/or the cloud
Continue through web
infrastructure
Third party service provider SLA
compliance
Don’t forget the last mile
More than just the browser
client
Local ISP, mobile carrier
coverage, client type, plug-ins,
etc. across key regions/locales
15 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.

16. 5. Isolate the problem
Is the problem internal?
Is the problem software-related?
Are apps performing equally well across all browsers, native environments
devices?
Are apps architected properly?
Is virtualization helping or hampering performance?
Is the problem carrier or region-specific?
Are my ISPs, CDNs or cloud service providers meeting their SLAs?
Are there patterns to SLA problems?
Do I need more CDNs? Should I change my ISP or cloud provider?
Monitoring every part of the app delivery chain provides the answers
16 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.

17. Agenda
The End User Experience – where APM rubber meets the road
Why Traditional APM falls short
End User Experience: Top 5 APM Practices
The Journey to APM
17 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.

18. The Journey to APM:
Strategy Goal
Measure:
End User Experience
key APM pillar for any
people-facing
application
Goal:
ID business impact of
all app performance
issues
Support continuous
improvement
18 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.

19. The Journey to APM:
Solution Requirements
Tracks performance from end user
perspective across entire app delivery
chain
Pinpoint isolate fault domains to ID
root causes of app performance issues
Supports continuous improvement
Supports readiness testing prior to
production launching
12
Role-based performance reporting
19 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.

20. The Journey to APM:
Phased approach
Prioritize key pain points
Plan staged roadmap
Maturity models can be
useful guides
APM strategies aren’t built in a day!
20 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.

21. Thank you
Tony Baer, Senior Analyst
tony.baer@ovum.com
21 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.

22. Are Your Applications Delivering What Your End-Users Expect?
5 Best Practices to Improve Your APM Strategy and
Ensure a Positive End-User Experience
Steve Tack - Compuware APM CTO
June 14, 2011

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40. © 2011 Compuware Corporation — All Rights Reserved