If you aren’t monitoring your end users’ experience, you really have no idea what your users are seeing. And if you aren’t able to see what each and every user is doing at any time, from any device and location, and through any given path – then it’s going to be very hard to figure out if there is an issue and how pervasive the issue is, much less determine the cause. This presentation will cover the value of monitoring from the end user perspective so you can meet your service levels, ensure customer satisfaction, and avoid costly business disruption.

1. End User Experience:
Do you know
when things
are going bad?
John Dormon

2. 99.9%
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3. IT Availability … It’s a Matter of Perspective
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4. IT Availability … It’s a Matter of Perspective
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5. It starts with the End User …
•
Top 3 Challenges for Managing Application
Performance
•
•
•
Lack of visibility into end user experience
Proactive problem detection before users call to
report
Inability to measure business impact of application
performance related issues
“End user monitoring tools need to provide deep insight into end-user
behavior and application usage patterns and provide performance baselining to ensure IT service degradation is
understood, analyzed, remediated and, in certain cases, avoided.”
74% of end user
problems are not
detected by IT
Forrester Report on “IT is a
Business Risk”
Only 4% of users will
actually report an
application problem
Network World Survey
- WILL CAPELLI, RESEARCH VICE PRESIDENT
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6. ISP-Carriers-Browsers
Apps-Devices-Java Script
?
?
Private
Cloud
Public
Cloud
?
?
Front End Management
End User Experience
Back-End Management
Data Center Performance & Availability
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8. “WHAT” …
Web Tier Real Time, Synthetic & Real User Monitoring and Analytics
TRANSACTIONS



Focused on actual application response
Captures end-user transactions in real time
Non-intrusive, passive data collection with quick time to value
Identify issues before users call to report the problem
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9. “WHAT” …
Client Activity
Thick Client
Web / HTTP
Rich Internet
Java
ATERNITY for EUEM
monitors
any business process
within any app running
on any type of device
Productivity
Desktop
Virtualization
Application
Virtualization
Mobile
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10. “WHERE” …
Real Time, Application Transaction Tracing
TRANSACTIONS



See the hop-to-hop performance of your transactions
Isolate latency problems
Identify the source of a failed transaction
Identify where application issues are occurring
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11. “WHY” …
Identify the Root Cause of Poor Performance
Full Diagnostics into Application, Middleware & Application Infrastructure
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12. The Visibility Gap Closed
Application Performance Management
End to
End
End User Experience Mgmt
App Tier Deep Visibility/Tracing
From the end-user perspective
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13. Integrations
EUEM
MainView
Application
Diagnostics
BATT
ProactiveNet
CMDB
Capacity
Optimisation
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ITSM
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14. Use Case
“Detecting problems in the past could take days or weeks. Now it takes minutes. And mean time to
repair is orders of magnitude faster because we start troubleshooting much sooner. We don’t have
to switch tools. We just drill down from BMC End User Experience Management . We can tell if the
problem is in one of our systems or in the customer environment and we can drill right down to the
SQL query level if need be.”
DERRICK D. COBEY
CHIEF TECHNOLOGY OFFICER

15. Learn more at www.bmc.com
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