WILY, Managing Critical Applications With Wily Introscope, Robert Dring

Wily | CAApplication 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 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 Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 2 “tere tulemast Tallinna!” Why Application Performance Monitoring/Management ? . All Rights Reserved. Inc. 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.Today’s IT Challenges Web-Tier Application-Tier Database-Tier Mainframe-Tier “Shift to web based apps” • Quick time to market. false positives. increased importance and reliance “Increased complexity” • N-tier environments. finger-pointing. 5 . access from anywhere anytime “Seas of data” • Overwhelmed by various alarms and health information “Customer satisfaction. • IT reports all is well. isolate. yet users are complaining how do you know” “Wasting resources” • Constant mis-diagnosis. and solve customer incidents Copyright © 2006 CA and Wily Technology. 6 . All Rights Reserved. IT Needs to Know Where the Transaction is Failing Is authentication server slow? Are customers affected? Network Firewall Load Balancer Identity Manager SAP Are business apps slow? PSFT Can I find the problem? Did we record everything? Portal What’s Siebel mainframe Mainframe response time? Router End User Switch Web Servers Applications Web services down? Database Are transactions failing? What about the web servers? Web Services Databases Are 3rd parties meeting SLAs? How is database 3rd Party response? Applications Copyright © 2006 CA and Wily Technology.When There’s a Problem. Inc. SOA architectures which Enterprise Services Bus (ESB) and Web Service layers. Inc. and critical to focus on problems to you CAN control legacy systems) -. only presentation. When • Middleware monitoring the (databases.your own systems andinclude network. 7 . All Rights Reserved. complicate the picture. client and the client’s network it is • Back ends transaction systems.Where are Transactions Processed? End-to-End. Always-On Transaction Visibility Drill Down: End User Experience Drill Down: Application and App Server Availability and Performance Drill Down: Back-End Availability and Performance PSFT Siebel Network Load Balancer SAP Firewall Portal Mainframe Router Switch Web Servers Applications Database Web Services Most web applications are made up on three tiers: Most web-based • Front end client applications do NOT process much of the transaction. Identity Manager Databases 3rd Party Applications Copyright © 2006 CA and Wily Technology. Inc. 8 . All Rights Reserved.Traditional Management Approach: Monitor the Infrastructure – Necessary but not sufficient Identity Manager SAP PSFT Siebel Network Load Balancer Firewall Portal Mainframe Router End User Switch Web Servers Applications Database Web Services Databases 3rd Party Applications Copyright © 2006 CA and Wily Technology. Introscope & Application Performance Management . Types of Performance Problems Database To solve this… Too Many EJB Calls? HTTP Server App Server Web Configuration? Application Server Is it JDBC? More Traffic Than Expected? Which One is the Cause? Transactions Too Slow? Transaction Server Application Not Scaling? CPU Overloaded? Security Server Bottleneck? Security Authorization Server …requires a multidimensional approach Copyright © 2006 CA and Wily Technology. All Rights Reserved. Inc. 10 . 11 . All Rights Reserved. Inc.Why Application Performance Monitoring? Customer complaining! Web Servers Where’s the Problem? Application code? Hardware? Web App Server? Database Servers? Mainframes? Security Systems? Internet traffic? MQSeries App Server Database Servers CICS Backend Systems Security Servers Copyright © 2006 CA and Wily Technology. Inc. All Rights Reserved.NET because of its rising popularity amongst our existing customers & future prospects Managing heterogeneous application environment will be our specialty Copyright © 2006 CA and Wily Technology. 12 .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 . 0 (GA in May 2006) • 600+ worldwide customers Copyright © 2006 CA and Wily Technology. Inc. 13 .0 shipped in 1999 • Currently shipping version – V7. All Rights Reserved.NET systems from the • V1.NET apps from environment — Also monitors non-Java/.Introscope product line • Enterprise Application Management solution for mission critical production applications used by Global 3500 companies — Monitors Java apps from inside the JVM inside the Managed CLR outside — Monitors Microsoft . 14 . Systems and Servers • • • • • • 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 Copyright © 2006 CA and Wily Technology.Wily’s Customer Success Management Solution is supported by Introscope & CEM Customers Transactions Customer Experience Management Application Platforms and Middleware Databases Business Processes Applications Application Performance Management Authentication Network. All Rights Reserved. Inc. Inc. 15 . across the web infrastructure (Java or . trend analysis. monitoring.Customer Benefits • End-to-end transaction visibility into all transactions.NET and J2EE environments Copyright © 2006 CA and Wily Technology.NET) • Proactive notification — before SLAs are compromised • Automatic discovery. and triage for the application environment • Deep visibility into each transaction across processes • Capture 100% of performance data for SLA management. capacity planning • Manage heterogeneous . All Rights Reserved. Pitfalls without 360° Stakeholder Management • Lack of 24x7 in-depth visibility into the Application • Reactive Management . All Rights Reserved. Inc. 16 .“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 Copyright © 2006 CA and Wily Technology. end-to-end view • Evidence collection based on hard data • Route problem to right person for fix 17 Copyright © 2006 CA and Wily Technology. Inc. .Introscope provides a common Language for Various IT Stakeholders to Manage and Solve Problems Together 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 App Developer • Deep views into web application • Component-level blame • Pinpoint root cause Application Support • Consistent. All Rights Reserved. What kind of customer problems do we solve? Are business apps slow? PSFT Is authentication server slow? Are customers affected? Network Firewall Load Balancer Identity Manager SAP Can I find the problem? Did we record everything? Portal What’s Siebel mainframe Mainframe response time? Router End User Switch Web Servers Applications Web services down? Database Are transactions failing? What about the web servers? Web Services Databases Are parties meeting SLAs? 3rd How is database 3rd Party response? Applications This picture applies to both Java-only & . All Rights Reserved.NET-only environments except the Java environments are probably slightly more complex Copyright © 2006 CA and Wily Technology. Inc. 18 . Inc. All Rights Reserved. 19 .And if you were to look inside the Java app … … SOA-based Java Web Apps are Complex … Highly componentized. Siebel. distributed across your enterprise and connected to multiple back-end systems Login JSP JNDI LDAP Server Account Info Servlet Account EJB Account Transaction Servlet WebSphere BI SAP. PeopleSoft Database CICS/TuxedoConnector WebSphere MQ Connector CICS/IMS/Tuxedo Login Request Response MQ Series — Sessions JDBC Driver APPLICATION Request Response Threads APPLICATION SERVER Memory JVM Pools Transaction File and Network I/O AIX HP-UX Linux OS/390 OS/400 Solaris Windows z/OS Copyright © 2006 CA and Wily Technology. … so are SOA-based .NET SQL Server Browser Enterprises Services Web Service Consumer Directory Server Messaging Server Web Services ASMX Web Service Producer — Directory Service .NET Messaging Transaction APPLICATION DOMAIN CLR WINDOWS … and imagine what happens when you have a heterogeneous environment with BOTH Java and .NET Check Quote ASP .NET ASP. 20 .NET Web Apps … Copyright © 2006 CA and Wily Technology. Inc.NET Web Applications Login ASP. All Rights Reserved. 21 . Inc.Heterogeneous App Environment is Exponentially More Complex Mainframe MQ Web Services Web Services DB2 .NET APP Databases 3rd Party Applications Copyright © 2006 CA and Wily Technology. All Rights Reserved.NET APP J2EE APP J2EE Web Services SQL Server . 9% 99. Inc. Performant Copyright © 2006 CA and Wily Technology.NET App Java App Messaging Database Mainframe Trans Server 99% 99% 99. All Rights Reserved. 80% 22 .Silo-Based Management Does Not Work … 05:00 06:00 07:00 08:00 09:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 % available .9% End-User App Unavailable or Slow Available.9% 99.999% 99. Errors. Systems. Database. Performance. Workload. Scorecards. Failures. Diagnose and Record Performance in Real-Time Introscope PowerPacks Databases. Errors. SLAs CA Network.Wily Solution Overview Only Wily Gives You Deep Visibility into Java/. Web Services. 23 . Six Sigma Business Cost $$ and Impact Introscope Availability. Failed TXs.NET Apps from the INSIDE to Predict. SLAs. 3rd Party Applications Identity Manager SAP PSFT Siebel Network Firewall Load Balancer Portal Mainframe Router End User Switch Database Web Servers Applications Web Services CEM Customer Experience. Transaction Success Rates. All Rights Reserved. Back-End Systems Availability. Performance. Inc. Defects. SLAs Always-On Recording Transaction Tracing Databases 3rd Party applications Copyright © 2006 CA and Wily Technology. Errors. Introscope Highlights Wily is committed to enabling enterprises to put Java-based web applications into production quickly. 24 . Inc. All Rights Reserved. and to keep them there • 24 x 7 monitoring • Incident detection & notification • Rapid triage • Root cause analysis • Trend Analysis / Planning Copyright © 2006 CA and Wily Technology. All Rights Reserved. 25 . Inc.Introscope Highlights 24 x 7 Monitoring: How is my system performing? Real-time view of Application performance Copyright © 2006 CA and Wily Technology. 26 . All Rights Reserved. Inc.Introscope Highlights Incident Detection & Notification: Tell me when there’s an issue Online Purchasing Early indications of a problem Copyright © 2006 CA and Wily Technology. Introscope Highlights Rapid Triage: Where exactly is the problem? Determine the exact Online Purchasing problem component (e. All Rights Reserved.g. 27 . Inc. slow DB call) Copyright © 2006 CA and Wily Technology. All Rights Reserved. 28 . Inc.A complete breakdown of slow transactions: Introscope Highlights Root-Cause Analysis: What’s causing the problem? For example: Many small DB calls => “Death by thousand paper cuts” Copyright © 2006 CA and Wily Technology. 29 . Inc. All Rights Reserved.Introscope Highlights Trend Analysis / Planning: Are we performing as well as 6 months ago? Online Purchasing Historical views using ‘live’ dashboards Every transaction is stored for review Copyright © 2006 CA and Wily Technology. How does Introscope Work An Introduction 24 x 7 Monitoring – Like an aircraft flight recorder – its always on. (1-3% in CPU Utilisation) Requires no changes to source code. Operates in Production as well as QA testing and Dev environments with low single digit overhead. 30 . Copyright © 2006 CA and Wily Technology. All Rights Reserved. Provides real-time and all historical performance data in the same interface. Works in any JVM and any J2EE Application Server. Inc. ) Copyright © 2006 CA and Wily Technology.x) • Other Major Application Server Vendors • And any others that use a JVM of JDK 1. etc. SAP Enterprise Portal) • Web Servers (Apache.02 and above.) • And others including: (z/OS. All Rights Reserved. Oracle Databases. WLI.How does Introscope Work What does it work with? Core Application Servers • WebSphere Application Server (Versions 4. Inc. • Integration (WBI.x to 6. 31 .2 or higher Additional Components • Web Services • MQ Series / Tuxedo • Portals (WPS) 5. IIS. etc. Siebel. All Rights Reserved. 32 . Inc. PSFT PORTAL Content JAVA APPLICATION APPLICATION SERVER JVM AIX HP-UX Linux Solaris Windows OS/390 INTEGRATION Web Services Databases OS/400 z/OS Fine-Grained Production Monitoring Copyright © 2006 CA and Wily Technology.Inside to Outside… Internal JVM View with No Source Code Changes CICS / IMS / Tuxedo Connectors… Workflow… Authentication Mainframe Inside-to-Outside Transaction Request MQ Series Third Parties End-to-End Response SAP. 5 • Instrumentation “on the fly” Instrumented Code loaded into memory Wily Does NOT modify source code! means no coding required • Wily Agent compatible with ANY JVM later than JDK 1.Industry Standard Byte-Code Instrumentation Means Fast Time to Monitoring • Wily BCI Approach validated by Java Community — Wily code adopted into J2SE 1. CLASS 10100101 11101010 10010010 10100101 00010110 Probes Inserted 33 . Introscope AutoProbe Integration with JVM ClassLoader Application Object Code (.2 — Sun. etc. etc.jar files. JRocket. IBM. All Rights Reserved.) Copyright © 2006 CA and Wily Technology. Inc. All Rights Reserved. SLA and Capacity Planning reports Agent NonJava / .NET Systems Historical Data Introscope EPA Copyright © 2006 CA and Wily Technology. Events and Performance Data .Managing Heterogeneous Apps with 1 Single Tool and 1 Single User Interface Swing or Browser Workstations Real-time.NET Agent Alerts. Inc.NET Applications CLR App Health. and Performance Alerting J2EE Applications Java Agent Application Server Introscope Enterprise Manager Introscope Agents JVM . Historical. 34 . All Rights Reserved. Inc. 35 .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 — Copyright © 2006 CA and Wily Technology. All Rights Reserved. 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? Copyright © 2006 CA and Wily Technology. Inc.Browser Response Time Adaptor • Browser response time from a user point of view • 100% real transactions.From the Browser… . 36 . …to the Database Tier… . All Rights Reserved.SQL Agent • SQL Agent –Monitoring SQL Statement Performance from Java’s point of view Slow transaction Oracle specific data • PowerPack for Oracle Database .Assessing Oracle’s health using Introscope Copyright © 2006 CA and Wily Technology. 37 . Inc. Inc. 38 .…to the messaging tier .For example: MQ Series • MQ Series Server • MQ Series Connectors • WBI Adapters Copyright © 2006 CA and Wily Technology. All Rights Reserved. All Rights Reserved. which can prevent individual users from completing web transactions Copyright © 2006 CA and Wily Technology. 39 .Analyze Failed Transactions with . Inc.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. 40 . Inc. All Rights Reserved. modification) Time of change Difference between versions (for text files) Hierarchical and historical views of changes Customized reporting Copyright © 2006 CA and Wily Technology. deletion.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. Inc.Transaction Tracer If App’s Average Response for Most Users is Fine … • • • • Isolate problematic individual transactions Analyze and pinpoint bottleneck for each Improve overall app performance From Browser to Back-end … How Do You Help the Isolated Incidents? HELP HELP Copyright © 2006 CA and Wily Technology.Analyse Problematic Transactions . 41 . All Rights Reserved. Inc. this includes: — — — — — Process monitoring Disk Utilization CPU Etc.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. Log File Message counts and monitoring Copyright © 2006 CA and Wily Technology. All Rights Reserved. 42 . Isolate and remove leaks during stress testing Restart App 24 Hours Later Copyright © 2006 CA and Wily Technology. Monitor life of all Java objects in memory 4.Eliminating Production Memory Problems App is Down Again!!! Server Ran Out of Memory Wily can help you 1. Identify potential leaks Management By Forced Restarts inside production apps 2. Pinpoint sources of leaks in app components and methods 3. Inc. All Rights Reserved. 43 .LeakHunter . 44 .Collections • Instance Counts — Monitor the life of all Java Objects in Memory – Number of instances in memory at any given time Copyright © 2006 CA and Wily Technology. Inc. All Rights Reserved.util.Memory Leak Detection and Diagnosis • Introscope LeakHunter — Monitors the most common production memory leaks – java. Live AND Historical Views into Java Performance Data • Introscope SmartStore Historical Repository captures all Metrics all the time. 45 . trend analysis and capacity planning Copyright © 2006 CA and Wily Technology. All Rights Reserved. — 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. Inc. IT to Business… Technical Data & Business Views CICS / IMS / Tuxedo Connectors… Workflow… Authentication Mainframe Transaction Request MQ Series Third Parties Response SAP, Siebel, PSFT PORTAL Content JAVA APPLICATION APPLICATION SERVER JVM AIX HP-UX Linux Solaris Windows OS/390 INTEGRATION Web Services Databases OS/400 z/OS IT to Business Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 46 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, … Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 47 Where To Start ? At The Beginning ! : Development, QA And Production…. Development Staging QA •Understand load behavior •Early detection of scaling issues • Certify for: − Expected service levels − Memory usage Production Hosting Ready-to-Use Dashboards Alerts that reflect real users + • Characterise runtime load • Establish problem = No surprise scaling bugs No out-of-memory restarts Fewer roll-backs process Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 48 Introscope’s Blame Technology . Drills down is used in many views. such as the Introscope Investigator and Transaction Tracer. Copyright © 2006 CA and Wily Technology. Inc. All Rights Reserved. Flips Into Blame Drill Down Relative Time Movement + + Look for components down the hierarchy that are color coded according to weight.Introscope Performance Blame Visualizing a Transaction Blame Technology automatically discovers the interactions between components. 50 . This topographical view is the default Transaction Tracer view.Introscope Performance Blame Visualizing a Transaction Flips Into Blame Stack Relative Time Movement Look for the widest and deepest components when troubleshooting performance bottlenecks. Copyright © 2006 CA and Wily Technology. 51 . All Rights Reserved. Inc. Server App Server Time End-to-End Transaction Time Network Time Copyright © 2006 CA and Wily Technology. Inc.Introscope Performance Blame Visualizing a Transaction – Client vs. 52 . All Rights Reserved. All Rights Reserved. 53 .Introscope Performance Blame Visualizing a Transaction – Multiple Servers Remoting calls in separate servers Copyright © 2006 CA and Wily Technology. Inc. All Rights Reserved. Inc.Introscope Performance Blame Visualizing a Transaction – Back End DB Transaction Tracer shows the whole transaction from front ends to back end SQL interaction. 54 . Copyright © 2006 CA and Wily Technology. 55 . All Rights Reserved.Introscope Performance Blame Visualizing a Transaction – Drill Down Transaction Tracer provides multiple views of same data. Copyright © 2006 CA and Wily Technology. Tree view provides quick drill down. Inc. NET Monitoring .An Introduction To . All Rights Reserved.NET Framework Class Library Common Language Runtime (CLR) Windows Copyright © 2006 CA and Wily Technology. NET .Overview • The (Microsoft) .NET version Browser Apps ASP. Inc. 57 . etc ADO. WSE. NET Rich Client Apps Windows Forms Enterprise Services ServiceOriented Apps Other Apps More ASMX. Product Architecture Swing Or Browser Workstations Real-time. Historical. 58 . SLA and Capacity Planning reports Agent NonJava Systems Historical Data Introscope EPA Copyright © 2006 CA and Wily Technology. All Rights Reserved.NET apps Alerts. & Performance Alerting J2EE Applications Agent Application Server Introscope Enterprise Manager Introscope Agents JVM .Net Agent . Events & Performance Data CLR App Health. Inc. Inc.NET Agent ASP. All Rights Reserved.NET Agent Works .How The .NET Agent Web Application Probes Introscope Enterprise Manager . 59 .NET Worker Process CLR Window OS Copyright © 2006 CA and Wily Technology. All Rights Reserved.NET Agent .NET Agent .NET framework.Agents and Application Domains • In . 60 . applications run in domains — A separate Agent reports data for .NET Agent App Domain A each domain • Thus the total count of App Domain B reporting Agents equals: — the count of defined application App Domain C Default Domain CLR Window OS domains • Agent in Default Domain does not link to EM Copyright © 2006 CA and Wily Technology.NET Agent . Inc. All Rights Reserved.IIS Architecture Application A Request Client Tier Internet Information Server Window OS Application A ASP. 61 .NET Worker Process Copyright © 2006 CA and Wily Technology. Inc. Inc. A Worker Process WP_1 Worker Process WP_2 1 2 3 Copyright © 2006 CA and Wily Technology.IIS Worker Process Configuration Options Application A Application A Application B Application Pool App. 62 . All Rights Reserved. .NET Applications COM Registry 6 2 3 Global Assembly Cache (GAC) 4 AutoProbe components Environment Variables 5 1 AutoProbe locates the Agent in the GAC and loads it 5. also via lookup in COM Registry 1. Inc. . Cor_Enable_Profiling and COR_PROFILER 2. The AutoProbeConnector loads the AutoProbe. Each application is instrumented according to PBDs 4.NET Agent Instrumentation Process CLR Runtime checks for presence of environment variables. All Rights Reserved. 63 . The Agent finds its profile from environmental variables 6.The .NET Agent CLR Environment Windows OS Copyright © 2006 CA and Wily Technology. This info used as lookup key in COM Registry to locate AutoProbeConnector 3. Inc..NET Features Of The . All Rights Reserved. 64 .NET Agent Copyright © 2006 CA and Wily Technology. NET data layer tracked in Backends category • . Errors Per Interval. All Rights Reserved. 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. Inc.The .NET Metric Set • .NET Agent supports tracking of Web Services layer Copyright © 2006 CA and Wily Technology. Concurrent Invocations.NET applications – Average Response Time.NET Agent and Probe code ported over from Java version: — Thus similar types of metrics measured for . 65 . • System-level Metrics (CPU. etc) reported in PerfMon. 66 . Inc.NET process. GC Heap and Sockets categories { Copyright © 2006 CA and Wily Technology. CLR.NET process and CLR — Application Metrics for each deployed web app • Application-specific Metrics For a Particular ASP. ASP.NET Metrics In Investigator Tree • Two types of Metrics: — System-level Metric for ASP. All Rights Reserved.The .NET Application. NET Datasource_Name >> PerfMon | Processor CPU Copyright © 2006 CA and Wily Technology.NET Application ASP.Variations In The . 67 .NET and J2EE resource categories: J2EE Application JSP.NET Notes ASPX user-facing components listed SQLAgent-reported data appears under Backends category All Windows-reported infrastructure metrics appear here JDBC Backends > <<. All Rights Reserved. Inc.NET Metric Categories • A number of differences between . Servlets . NET • Listed under primary Frontends category — Application URLs set in IntroscopeAgent. or auto- discovered and placed under Default category Copyright © 2006 CA and Wily Technology.profile. Inc. 68 . All Rights Reserved.Frontend Metrics In . 69 . Inc.NET category: — Metrics reported here represent user-facing aspects of page as well as “code-behind” logic Copyright © 2006 CA and Wily Technology. All Rights Reserved.ASPX Metrics • Listed under ASP. Inc.SQLAgent Metrics Reported in . 70 . listed under Frontends | Apps | … | Called Backends Copyright © 2006 CA and Wily Technology.NET • Listed under primary Backends category — Also support Boundary Blame. All Rights Reserved. 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 Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 71 Transaction Traces Of .NET Applications • Sampled Transaction Traces/Manually-launched Sessions fully supported Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 72 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 Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 73 Web Services Resources • . All Rights Reserved.NET Sample Management Module provides dashboards for Web Services monitoring — Overview Dashboard — Triage Dashboards – Consumer Health – Producer Health Copyright © 2006 CA and Wily Technology. Inc. 74 . 0 • Includes the following Introscope components: — Introscope .NET • An management solution for enterprise applications running on the .NET platform • Supports . Workstation & WebView) — PowerPack for .NET 1.NET Copyright © 2006 CA and Wily Technology. All Rights Reserved.0 System (Enterprise Manager.NET CLR — Web Services Manager for Microsoft . 75 .NET SQL Agent Extension — Introscope 7.1 and 2. Inc.The Introscope Solution Pack for .NET Agent – Introscope .NET Autoprobe — Introscope .NET Probebuilder – Introscope . Customer Experience Manager (CEM) . during. after upgrades Where to focus resources Executive Reports. All Rights Reserved. consistency Reducing risk of changes Greatest benefit to the business Before.How is CEM Applied ‘Changing the way IT and Business manages… to the customers point of view. Scorecards. Fact based management’ Problem Identification and Resolution Problem Identification Problem Prioritization Rapid Cause Isolation Earliest warning Resource optimization Time and cost reduction Elimination of defects & variance Continuous Improvement Improve performance. Inc. and Decision Support 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. 77 . finger-pointing. increased importance and reliance “Increased complexity” – N-tier environments.What Problems Does CEM address Web-Tier Application-Tier Database-Tier Mainframe-Tier • • • • • • • “Shift to web based apps” – Quick time to market. isolate. and solve customer Copyright © 2006 CA and Wily Technology. false positives. access from anywhere anytime “Seas of data” – Overwhelmed by various alarms and health information “Inaccurate. inconsistent data” – IT reports all is well. Inc. 78 incidents . 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. All Rights Reserved. yet users are complaining “Wasting resources” – Constant mis-diagnosis. • Success = 0 defects. • Transactions = login. etc. employees. place order. 79 . acct summary. etc. Inc. 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) Copyright © 2006 CA and Wily Technology. agents. All Rights Reserved.What does CEM do Customer Experience Manager (CEM) • Measures the success of customer transactions in real-time • Customers = customers. All Rights Reserved. Distributed Architecture Transaction Event and Statistics Server TESS Transaction Impact Monitor(s) (Transaction Impact AnalysisTM) Web Tier Intranet / Internet App Tier Routers Firewalls Switches LDAP Database Tier Copyright © 2006 CA and Wily Technology.CEM Real-time. 80 . Inc. CEM Architecture Low Risk. Network TAP Transaction Event and Statistics Server (TESS) TE S S Copyright © 2006 CA and Wily Technology. 81 . All Rights Reserved. Inc.e. Cisco SPAN Port) Monitor Interface No IP Address Management Interface Requires IP Address Management VLAN Transaction Impact Monitor (TIM) TI M Management Interface Requires IP Address • • • Real-time copy of production customer traffic Mirrored port of the application VLAN Core Ethernet Switch. Load Balancer. Zero Overhead Router Network Firewall Switch Load Balancer Web Tier Application Tier Database Tier Mainframe Tier Customers Production Out-of-path Mirrored Port for XX Application Web VLAN (i. Deployed Production Bob Wright Process Order Slow Transaction Time = 22. configuration. DB. Scorecards. utilization. 22 Premier • Time: 06.05 8:59am • Duration: 35minutes • Incident cost: $278.8s 06. All Rights Reserved.01. App.01.00 Evidence Collection: • Network.MF 82 . Web.e. CEM Incident: • Process Order • Slow Time > 5.05 8:59:48am Mirrored Port for XX Application Web VLAN (i. Analytics) Copyright © 2006 CA and Wily Technology.0s • 256 Customers.CEM . Cisco SPAN Port) Out-of-path Monitor Interface No IP Address CEM Identifies and Measures Customer Transactions Behavior and Content Defect Detection Correlation of Defects into Incidents Business Prioritization and $$ Impact Analysis Evidence Collection of Infrastructure State (performance. Inc. logs) Incident Forwarding into Existing Systems and Procedures Unique Customer Transaction Repository (Current and Historical Reporting. no load – • Simple deployment and operation – Appliance-like installation – One-time setup for universal visibility CE M CEM Platform (Transaction Impact AnalysisTM) • Real-time. Inc.CEM . 83 Open API . no latency. All Rights Reserved. no app changes. scalable to the largest environments – Distributed architecture available for global institutions – Open API and gateways for integration with existing systems Copyright © 2006 CA and Wily Technology.Features • Transaction Impact AnalysisTM – Production customer transactions – Customer / user identity by name – Business impact $$ analysis Creates Unique Customer Information in Real-time • Zero insertion risk – Real-time analysis of “copy” of production traffic – No agents. Inc. NOTE: In most J2EE applications a Business Transition and a Transaction are the same Copyright © 2006 CA and Wily Technology. monitor everywhere • Transaction discovery options — — — Standard transaction recorder (browser based) Advanced transaction recorder (TIM based) Transaction Discovery Script translation recorder(Convert Mercury scripts.CEM . 84 . All Rights Reserved. etc.) • Not impacted by application UI changes C EM • Transaction order structure Business Processes Business Transactions Transactions Components Group of Business Transactions Series of pages Page URLs ‘Siebel – Order Provisioning’ ‘Login’ ‘Execute Login’ (SWE) & 14 others JavaScript. etc. style sheets.Focus on What is Important • Get above the ‘noise’ • Define once. packet captures. IE browser helper object • Advanced Recorder – runs on TIM(s) • Transaction Import Utility – reads: — HTTP packet capture files (no SSL) — Mercury VuGen log files Copyright © 2006 CA and Wily Technology. Inc. All Rights Reserved. 85 .CEM Transaction Discovery 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 . etc. throws them away – Stores meta data about transactions (time. size. account balances.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. All Rights Reserved.) • CEM monitors transaction performance and quality. analyzes them for behavior and response. Inc. NOT the transactions – Stores NO personal information (passwords. SSN.). etc. throughput. NOT user behavior Copyright © 2006 CA and Wily Technology. 86 . 87 .CEM Real-time. Inc. All Rights Reserved. Distributed Architecture Transaction Event and Statistics Server TESS Transaction Impact Monitor(s) (Transaction Impact AnalysisTM) Web Tier Intranet / Internet App Tier Routers Firewalls Switches LDAP Database Tier Copyright © 2006 CA and Wily Technology. Focus on What is Important • Get above the ‘noise’ • Simple. easy. etc) CEM Platform (Transaction Impact AnalysisTM) • Not impacted by changes • Transaction order structure – – – Business Processes Business Transactions Transactions others CEM ‘Siebel – Order Provisioning’ ‘Login’ ‘Execute Login’ (SWE) & 14 Components ‘Scripts’ 9 Copyright © 2006 CA and Wily Technology. All Rights Reserved. Inc. 88 . one-time definition • Transaction discovery options — Standard transaction recorder Transaction Recorder — Advanced transaction recorder — Script import utility (Mercury.CEM . CEM Solution Components • Transaction Impact Monitor (TIM) – Runs Transaction Impact AnalysisTM Transaction Impact Monitor (Transaction Impact AnalysisTM) • Transaction Events and Statistics Server (TESS) – Runs CEM software suite TESS Transaction Events and Statistics Server Open API • CEM Software Suite – Customer Impact Module – Incident Resolution Module – Gateway Services Module – Customer Analytics API – Transaction Discovery Copyright © 2006 CA and Wily Technology. 89 . All Rights Reserved. Inc. 90 .Moving to Proactive Management Improve availability by solving problems fast and avoiding problems Reactive Management Customer Call —“HELP!” Firefighting: Where’s the problem? Black Box Proactive Management Proactively Monitors Production Applications Detects Problem and Notifies Pinpoints bottlenecks in app. app server. and solves customer problem Applications Back to Normal Pinpoints Bottleneck and Solves Problem Before Customer Calls Copyright © 2006 CA and Wily Technology. backend systems and environment. Inc. All Rights Reserved. 91 . Copyright © 2006 CA and Wily Technology. please visit our stand. Inc.Wily Product Demo For The Introscope & CEM Demo. All Rights Reserved. 92 .Q&A Any Questions ? Copyright © 2006 CA and Wily Technology. Inc. All Rights Reserved.