SAP User Experience
Management by Knoa
Compared to Other
End-User Monitoring
Solutions
Lori Wizdo
Vice President, Marketing
Knoa Software
Contact:
lwizdo@knoa.com
How is SAP UEM Different than @
You are teaching the customer how to buy…
You are also teaching the customer how to differentiate SAP UEM from other
solutions/tools that sound the same.
These are questions easily handled – if handled well the first time they are
asked.
If that first answer is not good, the questions linger.
You have tools – use them….
Competitive Positioning Tools: prêt-à-l'emploi
Competitive Positioning Tools: prêt-à-l'emploi
SAP UEM vis a vis SAP EEM
The Three Types of End-User Monitoring
Tools
Simulated
End-User
Application
Tier
Real
End-User
Network
Router
Firewall
Switch
Only Desktop
Agents Capture
Real User
Experience
At the End-Users’
Desktop
Synthetic Transaction
Agent Capture Simulated
Experience in the
Production Environment
SAP UEM
(User
Experience
Management)
SAP EEM
(End-user
Experience
Monitoring)
Load
Balancer
Web
Tier
Mainframe
Tier
Database
Tier
Network
Appliances
Capture
End-User
Experience
In the Data Center
CA Wily CEM
HP RUM
Compuware Vantage
Quest Foglight
Desktop Agents are superior to Network
Appliances
SAP UEM and SAP EEM Are Both Needed
Simulated
End-User
Application
Tier
Real
End-User
Network
Router
Firewall
Switch
Load
Balancer
Web
Tier
Mainframe
Tier
Database
Tier
“End user experience monitoring is the ability to
collect response times by transaction and to
determine the first level alerting criterion. We
believe that this is best achieved by using a
passive agent that provides true end user
performance and an active agent that provide
availability data.”
Evaluating End-User
Experience Management
Solutions
Serious Back-up
Material
The Performance Monitoring Landscape
Application Performance Management
Frameworks

IBM Tivoli; HP Open VIew
Resource Monitoring Agents on Server

Example: i3 and Solution Manager
Application logging and tracing

Example: SAP BASIS
J2EE and .Net Applications Management

CA Wily Introscope; Avicode
End-User Experience Management
HTTP Network Appliances

Example: HP RUM; CA Wily CEM
Synthetic Transactions (scripting)

Example: HP Business Process Monitor;
SAP End-Usee Monitor
End-User Passive Agents

Example: Knoa/SAP UEM
The Performance Management Vendor
Landscape
Simulated
End-User
Real
End-User
End-user
Monitoring
Network
Synthetic
Agents
Router
Network
Monitoring
Tools
Firewall
Switch
Load
Balancer
Network
Appliances
Web
Tier
Application
Tier
Application
Monitoring
Database
Tier
Mainframe
Tier
System
Management
The Performance Management Vendor
Landscape
Simulated
End-User
Real
End-User
Network
End-User
Monitoring
Synthetic
Transactions
Knoa
SAP EEM
Other vendor
solutions:
HP BAC
BMC TM ART
Router
A Myriad
Or Network
Monitoring
Tools
Net QoS
NetOps
Firewall
Switch
Load
Balancer
Web
Tier
Application
Tier
Database
Tier
Mainframe
Tier
System
Management
Network
Appliances
Application
Monitoring
CA/Wily
Customer
Experience
Manager
(CEM)
CA/Wily
Introscope
HP
Open View
Avicode
IBM Tivoli
Optier
BMC Patrol
HP Real
User
Manager
(RUM)
Coradiant
Compuware
Vantage
Correlsense
Nastel
How to Make Sense of it?
Evaluation Criteria for End-User Monitoring
Where measuring?
What are you measuring?
Effort Required to Set up and Maintain?
Who Uses the information/metrics?
Evaluation Criteria 1: Where are you
measuring?
Simulated
End-User
Real
End-User
Knoa
Network
Synthetic
Agents
Router
Network
Monitoring
Tools
Firewall
Switch
Load
Balancer
Network
Appliances
Web
Tier
Application
Tier
Application
Monitoring
Database
Tier
Mainframe
Tier
System
Management
Evaluation Criteria 1: Where are you
measuring?
Industry Analysts
are confirming that
the best point of
for capture of enduser metrics is
The end-user
interface
“As applications become more modular,
distributed, volatile and interdependent,
the only vantage point from which one
can gather data that pertains to a given
application as an integral whole is the
user or customer interface. It would be
accurate to say that it (the application)
does not exist as an integral whole to be
monitored, except as it was being
consumed by a user or customer.”
Evaluation Criteria 1:
Where are you measuring?
Industry Analysts
are confirming that
the best point of
for capture of enduser metrics is
The end-user
interface
Not only does a desktop-based agent better reflect the
true end-user experience — which the desktop’s
performance could strongly influence — but it also
provides insight into other parameters such as
application usability and end-user behavior.
The Impact of Changing Provisioning Models
Simulated
End-User
Real
End-User
End-user
Monitoring
Synthetic
Agents
Evaluation Criteria 2:
What are your measuring?
Simulated
End-User
Real
End-User
Knoa
Real Transaction
Response Times
Run-Time Quality
Real Utilization
User Behavior &
Workflow
User Proficiency
User Performance
Network
Synthetic
Agents
Response
Times
For
Scripted
Synthetic
Transaction
Proxies
Router
Network
Monitoring
Tools
Firewall
Switch
Load
Balancer
Network
Appliances
Real Transaction
Response Times
(minus)
-- LAN/WAN Latency
-- Desktop Processing
-- Rendering
Web
Tier
Application
Tier
Application
Monitoring
Application
Behavior and
Interaction with
Infrastructure
Components
Database
Tier
Mainframe
Tier
System
Management
Resource
Utilization &
Availability
Of
Infrastructure
Components
Evaluation Criteria 2:
What are you measuring?
Industry Analysts
increasingly
acknowledge that
It is important to
measure end-user
behavior, and total
Quality of
Experience, not just
response times.
“The preliminary conclusion that we can reach by
looking at the type of information provided is that
while appliance-based solutions mostly address the
business and IT operations, desktop-based solutions
address both IT operations and the application
development side of the IT organization.”
Evaluation Criteria 2 :
What are you measuring?
Industry Analysts
increasingly
acknowledge that
It is important to
measure end-user
behavior, and total
Quality of
Experience, not just
response times.
“Vendors will offer all four varieties as components
of a single integrated approach to end-user
experience monitoring, but the second variety
(passive monitoring with network appliance) will
likely be subsumed by the third (end-user behavior
capture and playback)”.
Evaluation Criteria 3:
What do YOU need to do to make it work
Simulated
End-User
Real
End-User
Knoa
Install the
“out of box”
product
Network
Synthetic
Agents
Build scripts
For each
Transaction
you want to
monitor
Back-out
any live
Transactions
Maintain Scripts
Every time you
change the
transactions
Router
Network
Monitoring
Tools
Firewall
Switch
Load
Balancer
Network
Appliances
Build scripts for each
Transaction you want to
monitor
Web
Tier
Application
Tier
Database
Tier
Application
Monitoring
Install the “out of
box” product
Mainframe
Tier
System
Management
Install the “out
of box”
product
Maintain scripts every
time you change the
transactions
The implications are manifest in:
•Time to value
•Cost of implementation
•Fragility of monitoring solution to
change
•Cost of ongoing ownership
Application Monitoring Scripts are laborintensive and fragile to change
Monitoring Script
>
>
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Module: Orders
Button: New Quote
Text: Entry
Button: Add
Loop
Button: Quote
Button: Submit
Application Modeling Eliminates Scripting
Menus
Modules
Transactions
Screens
Fields
Dialogs
Errors
“Knoa's technology is constructed to easily provide coverage of
all transactions associated with a given application, not just a
sample that is the more typical default approach.”
Complete Coverage for All Transactions
Open Account
?
Close Account
?
?
Send Invoice
?
?
Avoid Monitoring Scripts
Initial Setup
Scripting
Application Template
 Labor Intensive – Define and
 Quick and Automated – Create
script each transaction
Transaction
Coverage
 Minimal – Monitor only scripted
Maintenance
 Expensive – Modify scripts
transactions
manually for each application or
workflow change
application model for automatic
discovery of every possible transaction
and workflow
 Complete – Cover all possible
transactions and permutations
 Not Required – The application model
is resilient to changes in the application
since they are automatically discovered
The Key Difference is Knoa’s Monitoring
Architecture
100% Transaction Monitoring discovers the real performance issues
across the entire employee population and the entire application
Complete monitoring coverage enables new ‘use-cases’, such as
Monitoring adoption and compliant utilization of the entire
application
Monitoring employee proficiency when using the entire application
The resiliency of the Knoa monitoring template dramatically reduces
lifetime ‘cost of ownership’ Knoa’s technology eliminates the need
for costly, ongoing script maintenance as applications change
It is not really possible to monitor the entire application portfolio in use
by the end-user population if you have to uniquely configure for each
application.
The ‘time to value’ is dramatically reduced
Evaluation Criteria 4:
Who Uses the Information
Simulated
End-User
Real
End-User
Knoa
Performance
Managers
Network
Synthetic
Transaction
Agents
IT Ops
Router
A Myriad
Or Network
Monitoring
Tools
IT Ops
Firewall
Switch
Load
Balancer
Network Appliances
Application
Performance
Managers
Web
Tier
Application
Tier
Database
Tier
Application
Monitoring
Application
Performance
Managers
Change
Managers
Application Support
End-User
Support
Application
Development
Training
Process
Management
Application Support
Application
Engineering
Quality Managers
Mainframe
Tier
Systems
Management
IT Ops
Evaluation Criteria 4: Who Uses the
Information
Knoa Software's solution in this market is grounded in its vision of fulfilling all
the End-User experience measurement needs of IT organizations."
Knoa is an especially good fit for buyers that:
· Focus on true end-user experience monitoring. Knoa’s contention is that
many difficulties arise from application usability issues. Consequently,
their solution is very strong in analyzing errors and problems at that level.
· Want a product that crosses IT operation and application development
boundaries. In an integrated IT organization that cares for the end-user
experience, it is probably as important to create applications that are
easy to use and minimize usability issues as it is to provide good online
performance. Knoa’s product allows the whole IT organization to work
together on improving end-user productivity.
Knoa Industry Leadership
“Knoa EPM is a Leader in Passive Agent end-user monitoring”
Knoa is increasingly
recognized as the
innovation leader by
Industry analysts and
pundits
“Knoa Software is a Cool Vendor”
“The Leader in Driving End-user Productivity”
“Overall we are very impressed with Knoa”
“Knoa’s products are a gift for our troubled times”