end user experience: do you know when your users' experience is bad?: john dormon, bmc software

John Dormon

End User Experience:

Do you know when things are going bad?

© Copyright 11/12/2013 BMC Software, Inc 2 © Copyright 11/12/2013 BMC Software, Inc 2

99.9%


IT Availability … It’s a Matter of Perspective


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

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

“End user monitoring tools need to provide deep insight into end-user behavior and application usage patterns and provide performance base-

lining to ensure IT service degradation is understood, analyzed, remediated and, in certain cases, avoided.”

- WILL CAPELLI, RESEARCH VICE PRESIDENT


Back-End Management Data Center Performance & Availability

Front End Management End User Experience

Public Cloud

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?

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ISP-Carriers-Browsers Apps-Devices-Java Script

Private Cloud


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

“WHAT” … Web Tier Real Time, Synthetic & Real User Monitoring and Analytics


Desktop Virtualization

Java

Web / HTTP

Productivity

Rich Internet

Mobile

Thick Client

Application Virtualization

ATERNITY for EUEM monitors

any business process within any app running on any type of device

“WHAT” …

Client Activity


See the hop-to-hop performance of your transactions

Isolate latency problems

Identify the source of a failed transaction

TRANSACTIONS

Identify where application issues are occurring

“WHERE” … Real Time, Application Transaction Tracing


“WHY” … Identify the Root Cause of Poor Performance

Full Diagnostics into Application, Middleware & Application Infrastructure


Application Performance Management

From the end-user perspective

End to

End

App Tier Deep Visibility/Tracing

The Visibility Gap Closed

End User Experience Mgmt


Integrations

Capacity Optimisation

ITSM

MainView Application Diagnostics

ProactiveNet

EUEM BATT

CMDB

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

end user experience: do you know when your users' experience is bad?: john dormon, bmc software

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