Business Transaction Management

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Business Transaction Management
The New Paradigm for End User Experience Management
Presented to: RMCMG
Mark Costello, Sr. Technical Consultant, OpTier
23 September 2011
Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice.
Agenda
End-user experience monitoring today
The visibility gap
The role of Business Transaction Management (BTM) to fill
the gap
BTM use cases
About OpTier
Q&A
2
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Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice.
Service management today
Need to increase sales
Have smaller budgets
Facing greater competition
Business
Speak different languages
Firefight continuously
Applications
Operations
Use infrastructure-based tools
Hear about problems from end users
Suffer from late/unsuccessful roll-outs
Endure outages, “all-hands” calls
Over-provision, just in case
Make changes based on limited info
Architecture
3
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Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice.
Service management today
IT
loses Control?
4
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Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice.
What Happens when
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5
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Reduce time-to-market
Cut service delivery costs
Gain competitive edge
Business
Speak the same language
Focus on strategic projects
Applications
Operations
Manage from a service perspective
Enhance end-user experience
Improve release cycles and roll-outs
Reduce MTTR and eliminate outages
Optimize capacity planning
Effectively manage change
Architecture
6
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Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice.
Take control – with BTM
Delivering excellent service levels to customers,
employees, partners, and other end users
7
Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice.
Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice.
End-User Experience Monitoring
The need for end-user experience monitoring
Isolate which users and transactions are impacted
Prioritize service restoration efforts based on business metrics
Identify peak periods and high impact timeframes
Understand the impact of new code releases
Understand the impact of adding additional users
“74% of problems are reported by the end users
through the service desk, and not detected by
infrastructure management”
Jean-Pierre Garbani , Vice President
“Managing IT From The End User Perspective” 2/07
8
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Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice.
Identify application issues before user experience degrades
Business impact analysis
“Always-on”
Stricter SLAs
Mobile applications
Users in the cloud
Complexity up
Budgets down
9
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Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice.
User experience management complexity is growing
Problem Solving Workflow: Key Steps
Isolate
Remediate
Diagnose
Problem Detection
Fault Domain Isolation
Drill Down
Fix
Impact Analysis
Where is the problem &
which SMEs are
needed?
Root Cause
Analysis
Rollout
Validate
Trending
User Request
Web server
10
.Net / J2EE
App Server
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Message Bus
Database
Server
3rd Party and
External Tiers
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Sense
Monitoring Tool Solution Sets
System / Resource / Network
Application Components (specialized to each application
component: App Server, DB, MQ, etc)
Deep Dive
Event Management
Sense
Isolate
Diagnose
Solutions not covered here:
Dashboards (BSM), Business Process Monitors, etc
11
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Remediate
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End User (Round Trip)
Monitoring Tool Solution Sets
System / Resource / Network
Application Components (specialized to each application
component: App Server, DB, MQ, etc)
Deep Dive
Event Management
Sense
12
Isolate
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Diagnose
Remediate
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End User (Round Trip)
End User Perspective
Sense
Proactive response time monitoring:
Synthetics (availability)
Real End User
Key Performance Metrics:
Round Trip response time
Which application
Which functions (log in, etc)
13
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Most application problems are reported by the end user
What is missing?
Analysis of Where the is problem
No Visibility
User Request
Web server
14
.Net / J2EE
App Server
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Message Bus
Database
Server
3rd Party and
External Tiers
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End User Experience Monitoring
Monitoring Tool Solution Sets
System / Resource / Network
Application Components (specialized to each application
component: App Server, DB, MQ, etc)
Deep Dive
Event Management
Sense
15
Isolate
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Diagnose
Remediate
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End User (Round Trip)
System Resource Monitoring
Availability and Health of the Server / Network
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Diagnose
Symptomatic issues, outside of hardware
Key Performance Metrics:
CPU, Memory Utilization
File, Disk Space Utilization
others
Windows
VMWare
16
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AIX LPAR1
AIX LPAR2
Solaris / zOS
What is missing?
Application, Transaction, User context
No Visibility
User Request
Web server
17
.Net / J2EE
App Server
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Message Bus
Database
Server
3rd Party and
External Tiers
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System Resource Monitoring
Monitoring Tool Solution Sets
System / Resource / Network
Application Components (specialized to each application
component: App Server, DB, MQ, etc)
Deep Dive
Event Management
Sense
18
Isolate
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Diagnose
Remediate
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End User (Round Trip)
Application Monitoring
Some symptomatic and some root cause
Diagnose
Identify availability and utilization issues:
Thread pools and heap size in JVM
Remediate
Queue depths and channel status in MQ
IO, buffer space and lock contention in DB2
Identify slow downs at high, aggregated level:
Average servlet response time in web container
Average put / get rate on queues
Average SQL response time
Web
server
19
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.Net / J2EE
App Server
Message
Bus
Database
Server
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Designed to expose specific information for each runtime: WAS (PMI),
MQ (mqsc, mq msg), Database (db2agent, vsystem tables).
Deep Dive Monitoring
Diagnose
Runtime code analysis
Drill down into specific method, SQL invocations
Browse contents of messages
Application logging (less resources, more time consuming)
Deep Dive tools require planning and tuning (effect resource
consumption and performance) – not on 100% of time
Data that is interpreted and analyzed by
SMEs and application developers
.Net / J2EE
App Server
20
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Message Bus
Database
Server
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Remediate
What is missing?
Downstream context, and contribution of time from each tier
User Request
No
Visibility
No Visibility
Web server
21
.Net / J2EE
App Server
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Message Bus
Database
Server
3rd Party and
External Tiers
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Application / Deep Dive Monitoring
Monitoring Tool Solution Sets
System / Resource / Network
Application Components (specialized to each application
component: App Server, DB, MQ, etc)
Deep Dive
Event Management
Sense
22
Isolate
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Diagnose
Remediate
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End User (Round Trip)
Event Management
Extract meaningful statements from logs
Rules are written for correlation and notification /
escalation
Alerts are visible in dashboards and can be integrated into
Business Service
23
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Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice.
Consume alerts coming from all the underlying monitors
Correlation links together alerts only by using static rules
(application server names) or time stamps
Cannot respond dynamically to changes made to configurations
and applications
Correlation is based on rules of “known” events
Alerts feeding Event Management are based on “known”
and predetermined events
Event Management is good for problems you have already
experienced and have reproducible symptoms
How do you automatically detect when a transaction slows down, and where the
slow down or resource bottleneck is?
24
Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice.
Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice.
Event Management - Limitations
Faster problem isolation
reduces cost
Getting the right SME
involved as quickly as
possible reduces time to
resolve an incident
Even with the best event
management, SMEs have
silo’d views of performance
25
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WAR
ROOM
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Problem Isolation – the elusive goal
Identify which Application -> Transaction is performing
poorly: both response time and/or CPU
Identify which application component is contributing to the
bottleneck (segmentation analysis)
Determine impact of performance by analyzing transaction
counts, and looking at the spread of response time
For isolated incidents (single occurrences), be able to see
each invocation of that transaction and its profile (multiple
LDAP calls for slow, versus only one for fast)
26
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Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice.
Problem Isolation: Key Elements
BTM enables enterprises to manage IT
from a business perspective
27
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Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice.
What is Business Transaction Management (BTM)?
BTM - a true end-to-end solution
LDAP (authentication)
SOA Gateway
Remote User
Remote User
Branch Office
Web
Server
JVM
JVM
Queue Mgr Msg Broker
JVM
JVM
Queue Mgr Msg Broker
Web
Server
Web
Server
Enterprise Service Bus
+ Mainframe
SQL
Server
Mainframe
IMS
JVM
JVM
ESB
IMS Connect
JVM
JVM
ESB
CTG Client
DB2
MQ
Siteminder (authentication)
28
Oracle
Message Bus
Web
Server
Application Server
Branch Office
Web Service Consumer
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Web Service Provider
CICS
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Traditional
APM
“deep
dive”
toolsmonitors
Network/server
Stand-alone
BTM
provides
end
end-to-end
monitoring
user experience
visibility
tools
Users
Sense
Business transaction management
Transactions
Isolate
Application management
Applications
Diagnose
Infrastructure
29
Systems management
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Remediate
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BTM – Problem isolation, resolution and prevention
DTE
DTE
User Request
DTE
No Visibility
Web server
30
DTE
Transaction
Profiles
Collected
.Net / J2EE
App Server
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Message Bus
Database
Server
Custom or
Observed
Tiers
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With BTM: Segmentation analysis for better problem
isolation
Automatically and
continuously discovers all
production transactions
Discovers transaction
topology
Measures transaction
performance (overall,
between tiers, time spent on
tiers)
Measures resources used by
specific transactions
No sampling. No correlation.
31
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Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice.
Key Features of BTM
End-user
business
transactions
Applications
HTTP in
& out
HTTP in
& SOAP
out
IT Infrastructure
32
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SOAP in
& JDBC
out
JDBC in
& out
Web Server,
J2EE App Server,
Middleware, DB
Operating System,
Firewalls,
Network
32
32
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Change the Perspective to Application Transaction
Protocols
End-user
business
transactions
Applications
LDAP in
& out
HTTP in
& out
HTTP in
& SOAP
out
IT Infrastructure
33
SOAP in
& JDBC
out
JDBC in
& out
Web Server,
J2EE App Server,
Middleware, DB
Operating System,
Firewalls,
Network
33
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Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice.
And auto discover all components in a transaction
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Turn the monitoring of applications in complex,
clustered and shared services environments from
this…
34
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Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice.
… to a topology view for each unique transaction, and…
35
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… answer the question “Where is my Bottleneck?”
End-User
Experience
Manager
Data
Center
BTM
36
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Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice.
…use end-to-end
BTM to
to an
show
the problematic
When
you are alerted
increase
in responsetier.
time...
Accelerated problem isolation and resolution
Without
End-to-End
BTM
Outage
occurs
Users
complain
“All hands” calls
Silo-based
troubleshooting
Long MTTR
Problem
finally
contained
Data Center BTM
Data center
issue
With
End-to-End
BTM
Isolate tier
Resolve
Verify
SLA
violation
alert
End-user or
network issue
Isolate tier
Resolve
Verify
User Experience Manager
Outage avoided!
Time
37
1 hour
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1 day or
more
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IT responds
Shared
services and
virtualization
Change and
configuration
management
Service level
improvement
BTM
IT resource
management
and
optimization
SOA
ITIL and
IT service
management
38
Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice.
“OpTier represents the next
step in the evolution toward
the next generation of BSM.”
- Jean-Pierre Garbani, Vice
President, Forrester Research
"Tech Horizons: OpTier, A Step
Toward BSM 2.0"
Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice.
Summary: BTM’s value for strategic initiatives
About OpTier
Founded in 2002, first product launched in 2005
The de facto leader in Business Transaction Management
More customer business transactions are assured by OpTier
software than by any other vendor
Funded by leading VCs, Cisco and Morgan Stanley
200+ employees and growing
“OpTier’s product enables the assurance
of business transaction service delivery
and pinpoints performance problems in
real-time.”
39
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Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice.
Mission: Enable enterprises to manage IT from a business perspective
Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice.
Industry leading customers
“OpTier’s product scored the highest in
customer satisfaction for Performance
and Availability Management.“
40
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mark.costello@optier.com
blog.optier.com
twitter.com/optier
41
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Copyright © 2011 OpTier Ltd. All rights reserved. Contents subject to change without notice.
Take Control of Service Performance
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