Wily Introscope ®

Application Performance Monitoring (APM)

An introduction to Wily Introscope & CEM

The Key to Application Performance Management and Customer Success

Robert Dring
Technical Consultant EMEA

Rega, Latvia
WebSphere Nordic User Group
22nd September 2006

eMail : [email protected]
Tel : +44-7917-046945
 Agenda

• Who is Wily?
• Product Overview
• Introscope In Depth
— Architecture / How / What

• Introscope Portal Manager For WAS

• CEM In Depth
• Demo
• Summary / Q & A

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 2

 Who is Wily Technology?

• A new division of CA
• Wily manages more Java applications than all of our competitors put
together
— Leading contributors to World-wide Java forum
• Leaders in the Gartner Group “Magic Quadrant”

• Strategic development relationships:

• Certified:

• Corporate relationships:

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 3

 The Wily Solution:
Enterprise Application Management
Identity SAP
Introscope PowerPacks Manager
Databases, Web Services,
Back-End Systems Availability, WBI / MQ
Performance, Errors, SLAs

Siebel

Network Load
Firewall Balancer Portal Mainframe

Router Database
Switch
Web
Applications
End User Servers

Web Services

Introscope Databases

CEM Availability, Performance,

Customer Experience, Failed TXs, Errors, SLAs
Transaction Success Rates, Always-on recording
3rd Party
Failures, Errors, Defects, Transaction tracing applications
Scorecards, SLAs, Six Sigma
Business cost $$ and impact

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 4

 Introscope Highlights

Wily is committed to enabling enterprises to put Java-based web

applications into production quickly, 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, Inc. All Rights Reserved. 5

 Introscope Highlights
24 x 7 Monitoring: How is my system
performing?

Real-time view of
Application performance

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 6

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, Inc. All Rights Reserved. 7

 Introscope Highlights
Rapid Triage: Where exactly is the problem?

Determine the exact

problem component (e.g.
Online Purchasing
slow DB call)

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 8

 Introscope Highlights
Root-Cause Analysis: What’s causing the
problem?
A complete breakdown of slow
transactions:
For example: Many small DB calls =>
“Death by thousand paper cuts”

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 9

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, Inc. All Rights Reserved. 10

How does Introscope Work
An Introduction

24 x 7 Monitoring – Like an aircraft flight recorder – its always on.

Operates in Production as well as QA testing and Dev

environments with low single digit overhead.
(1-3% in CPU Utilisation)

Requires no changes to source code.

Provides real-time and all historical performance data in the same

interface.

Works in any JVM and any J2EE Application Server.

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 11

 How does Introscope Work
What does it work with?
Core Application Servers
• WebSphere Application Server (Versions 4.x to 6.x)
• Other Major Application Server Vendors
• And any others that use a JVM of JDK 1.2 or higher

Additional Components
• Web Services
• MQ Series / Tuxedo
• Portals (WPS) 5.02 and above.
• Integration (WBI, WLI, SAP Enterprise Portal)
• Web Servers (Apache, IIS, etc.)
• And others including: (z/OS, Oracle Databases, etc.)

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 12

Types of Performance Problems

Database

App Server
To solve this… Web
Configuration?
Too Many Application
EJB Calls? Server Is it JDBC?

HTTP Server

More Traffic Transaction

Which One Transactions Server
Than Expected? is the Cause? Too Slow?

Application Security Server

Not Scaling? Bottleneck?
CPU
Overloaded? Security
Authorization
Server
…requires a multi-
dimensional approach

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 13

Inside to Outside…
Internal JVM View with No Source Code Changes
CICS / IMS / Tuxedo

Connectors…
Workflow…
Mainframe
Authentication

Inside-to-Outside
Transaction MQ Series
Request
Third
Parties

Response

SAP, Siebel, PSFT

PORTAL JAVA APPLICATION

Content
Web Services
APPLICATION SERVER INTEGRATION
JVM Databases

AIX HP-UX Linux Solaris Windows OS/390 OS/400 z/OS

Fine-Grained Production Monitoring

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 14

 Industry Standard Byte-Code Instrumentation
Means Fast Time to Monitoring
• Wily BCI Approach validated by Instrumented
Java Community Code
— Wily code adopted into J2SE 1.5
loaded into
• Instrumentation “on the fly” means memory
no coding required
Wily Does NOT
• Wily Agent compatible with ANY modify source
JVM later than JDK 1.2 code!
— Sun, IBM, JRocket, etc.

Introscope Probes
Inserted
CLASS
AutoProbe Application 1010010
Integration
with
Object Code 1111010
1010010
0101010
JVM ClassLoader (.jar files, etc.) 0101000
10110

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 15

Introscope Architecture
The core of a time-tested architecture
Web Services
Web Browser Agen
Or t JVM
Java Client
Workstations
J2EE Applications
Real-time, Introscope Agen
Historical Enterprise t
Monitoring & Application Server
Manager
Performance
Alerting JVM

Introscope
Agents
Enterprise Portal
Alerts, Events &
Agen
Performance Data
t
Portal Server

JVM

Agen
App Health, SLA, t
Six Sigma, Non-
Java
Business Impact Historical Systems
and Capacity Data like MQ
Planning reports Series
Introscope
EPA

AIX HP-UX Linux Solaris Windows OS/390 OS/400 z/OS

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 16
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, Inc. All Rights Reserved. 17

End-to-End Visibility
For Multi-tiered Applications
CICS / IMS / Tuxedo

Connectors…
Workflow…
Mainframe
Authentication Top-to-Bottom

End-to-End
Transaction MQ Series
Request
Third
Parties

Response

SAP, Siebel, PSFT

PORTAL JAVA APPLICATION

Content
Web Services
APPLICATION SERVER INTEGRATION
JVM Databases

AIX HP-UX Linux Solaris Windows OS/390 OS/400 z/OS

Capture Live Transactions, 24 x 7

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 18

 From the Browser…
- Browser Response Time Adaptor
• Browser response time from a
user point of view
• 100% real transactions, 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. All Rights Reserved. 19

 …to the Database Tier…
- 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, Inc. All Rights Reserved. 20
 …to the messaging tier
- For example: MQ Series
• MQ Series Server
• MQ Series Connectors
• WBI Adapters

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 21

 Analyze Failed Transactions with
- 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,
which can prevent individual users from completing web transactions
Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 22
 Analyse Problematic Transactions
- Transaction Tracer
If App’s Average Response • Isolate problematic individual transactions
for Most Users is Fine … • 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, Inc. All Rights Reserved. 23

 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,
this includes:
— Process monitoring
— Disk Utilization
— CPU
— Etc.
— Log File Message counts and monitoring

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 24

LeakHunter
- Eliminating Production Memory Problems

App is Down Server Ran Out

Again!!! of Memory

Wily can help you

1. Identify potential leaks
inside production apps
Management 2. Pinpoint sources of leaks
By Forced in app components
Restarts and methods
3. Monitor life of all Java
objects in memory
4. Isolate and remove leaks
during stress testing
24 Hours Restart App
Later

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 25

 Live AND Historical Views into Java Performance
Data
• Introscope SmartStore Historical
Repository captures all Metrics all the
time.
— 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, trend analysis and capacity planning
Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 26
IT to Business…
Technical Data & Business Views

CICS / IMS / Tuxedo

Connectors…
Workflow…
Mainframe
Authentication

Transaction MQ Series
Request
Third
Parties

Response

SAP, Siebel, PSFT

PORTAL JAVA APPLICATION

Content
Web Services
APPLICATION SERVER INTEGRATION
JVM Databases

AIX HP-UX Linux Solaris Windows OS/390 OS/400 z/OS

IT to Business
Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 27
 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. 28

 Bridging the Management Gap
Entire Lifecycle Monitoring
CICS / IMS / Tuxedo

Connectors…
Workflow…
Mainframe
Authentication

Transaction MQ Series
Request
Third
Parties

Response

SAP, Siebel, PSFT

PORTAL JAVA APPLICATION

Content
Web Services
APPLICATION SERVER INTEGRATION
JVM Databases

AIX HP-UX Linux Solaris Windows OS/390 OS/400 z/OS

Operations -> Development Development -> Production

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 29
 Where To Start ? At The Beginning ! :
Development, QA And Production….

Development

Staging
QA Production Hosting

•Understand load • Certify for:

behavior − Expected service levels  Ready-to-Use Dashboards
− Memory usage  Alerts that reflect real users
•Early detection of
scaling issues + • Characterise runtime
load
=  No surprise scaling bugs
 No out-of-memory restarts
• Establish problem  Fewer roll-backs
process

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 30

 Recap:
Application Management is Multi-dimensional
• Inside to Outside (ensuring business transaction integrity)
• End to End (browser to the back-end)
• Top to Bottom (entire application stack)
• Past to Future (using historical data for future planning)
• IT to Business (monitoring business processes, in real time)
• Operations to Dev (bridging the management gap)
• Development to QA to Production (the entire lifecycle)
I want to know about
problems before I hear
about them.
Wily Does All Of These!
How are applications
performing to SLAs?

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 31

 Introscope Product Packaging Overview

Introscope
Explorer &
Web or Swing Alerts, Historical Scope &
Customizable Blame System
client Data & Reports Control
Dashboards
Monitor Improve Patented Agent Highly
JMX & PMI AutoProbe Transaction
Availability Technology scaleable,
Support integration Tracer
(No coding) Low overhead

Introscope Extensions
Control Performance Brower Response
Leak Hunter SNMP Adapter
Time Adapter

PowerPack PowerPack SQL Agent

SQL Statement visibility
WebSphere or WAS z/OS WebLogic
Manage for DB2, Oracle & Sybase

PowerPack PowerPack PowerPack

Web Services Oracle Databases Web Servers
PowerPack PowerPack PowerPack
CTG WebSphere MQ Tuxedo Connectors

Introscope PowerPacks For IBM WBI Adapters for:

mySAP.com, Oracle, Siebel, PeopleSoft, JDBC, JText, HTTP

Wily Portal Manager

Individual Portlets Portal Workflow Processes

Back-end Systems Application Server

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 32
 Introscope WAS Portal Manager

An Introduction To Introscope WebSphere Portal

Manager.

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 33

Visibility Of Integration Points is Critical

C
3o
om

Authentication CICS
Connector
C
3o
om

Authorization
MQ /
Portlet
Servlet EJB Tuxedo
Portlets Container Connector

Building Models
C
3o
om

JDBC
Driver
Page Loading
Page Rendering J2EE APPLICATION
Engine
Thread Pool EJB Pools JDBC Pools
C
3o
om

3Com

PORTAL APPLICATION SERVER INTEGRATION

JVM Memory File and Network I/O

C
3o
om

C
3o
om

C
3o
om

C
3o
om

Centralized C
3o
om

Point for
Accessing
Applications

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 34

 Portal Principle

• Combines multiple, disparate

application UI’s into one unified
presentation
— An enterprise may have 30 appl
systems , but they only want 3-4
user interfaces; not 30.

• Deliver a highly personalized

experience:
— User’s job role, Security settings,
Device settings, and more
— Users begin to control the
Interface

• Provides application integration,

collaboration, single sign-on services
and much more

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 35

 The Portal Performance Trap

• Long delays in
addressing poor portal
Low Portal
performances results in a
Poor Portal decline in portal usage
Adoption
Performance

• Low portal adoption

drives a need to add new
applications & content

• New applications &

content adds complexity
to management results
in poor portal
performance
Increase
Applications/Content

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 36

 Challenges of Portals Management

• Portal Applications Are Complicated

— Measuring and tracking portal performance in the production
environment is difficult — is it portlets, backend, the portal
server?
— Difficult to isolate portlet problems with connecting systems
— Performance degradation is usually associated with multiple
portlets.
• The Portal Engine Is Complex as well
— Identifying the relevant performance metrics can be difficult.
— Pinpointing problems within the internal workflow requires
several steps.
• Monitoring and Managing Without Visibility is Difficult
— Unable to quickly respond to problems that occur in production.
— Need to extend performance visibility beyond the portal
framework Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 37
 Managing the Entire Workflow

• Simplify view of your entire

internal portal workflow
• Oversee the health of each key Database Application
Server
portal processes
• Ensure maximum portal availability HR People
Siebel SAP
Services Soft

Servlet EJB

1 3 4
JSP JDBC

SQL MQ/CICS

Portlet Container J2EE

Authentication
Model Building 5
2
Portal User
Authorization SAP
HR
People
Soft
6
Services J2EE
Siebel Appl

LDAP
Security
User Profile Portal
Database
Page Loading Page Rendering
Database

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 38

 Visibility Beyond the Portal Framework

Database Application
Server
HR Siebel PSFT SAP

Servlet EJB

JSP JDBC

Class JVM

Portlet Container
Model J2EE
Authentication
Building

Authorization SAP HR
People
Soft
J2EE
Siebel Services Appl

Page Loading Page Rendering

LDAP User Profile Portal Authentication CICS
Security Database Database Authorization
Connector CICS / IMS / Tuxedo

Portal User MQ /
Portlet

Portal Framework
Servlet EJB Tuxedo
Portlets Container Connector Mainframe

Building Models JDBC

Driver Databases
Page Loading

Page Rendering J2EE APPLICATION

Engine
Thread Pool EJB Pools JDBC Pools LDAP Security

PORTAL APPLICATION SERVER INTEGRATION

Wily’s Blame JVM Memory File and Network I/O

Technology finds the

right component

Overall Response Portal Performance J2EE Application Connected Back-End System

Time Activities Performance Activities Performance Activities

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 39

 Potential Issues

• Portal applications more complex

• More authors/contributors
• Increased number of backend system connections
• Reliance on concurrent processing
• Personalisation
• Rapidly evolving portlets -> frequent production
changes
• Immature skills
• Lack of internal policies/procedures
Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 40
 Key Areas Of WPS That Wily Monitors

• Java Components – monitoring Java component real time including Servlets, JSP’s, EJB’s etc.
• Gateway Servlets – The entry point of all incoming transactions.
• Authentication – Response times to logins, stalled login requests including WPS authentication feature.
• Authorisation/Access Control – Components that authenticate users and roles including back end
systems such as LDAP.
• Portlets – Determine which individual portlets are causing a problem, including postback data and
rendering.
• WebSphere Portal Engine – Responsible for building models, loading pages and rendering.
• Portlet Container – Managing portlets and performing portlet actions, stalls here caused by particular
portlets.
• Portlet Services – The Credential Vault and Content Access services are provided here. If content is
slow then specific URL’s must be identified.
• Back-End System Connectors – There are many disparate systems feeding the portal such as
databases, mainframes, MQ-Series etc. Isolation of problems from these external sources is critical.

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 41

 Overview Of Wily Portal ManagerTM

JDBC Response Time

Servlet Response Time

E-mail
CRM HR Services News Feed
ERP Mainframe

Portlets

Portlet
Engine
Gateway
Authentication Servlet Container Portal & Application
Transaction User Login Model Databases
Request Building Portlet Perform
Portal Action
Users Authorization Page
Portlet
Load User & Roles Loading
Services Back-end Servers
Load User Group
Credential Vault
Load Resource Page
Rendering Content Access LDAP
Page Results

Portal Pages IBM WebSphere Portal

JVM
(AIX, Linux, Solaris, Windows 2000)

Wily Portal Manager

 Manageability of the entire workflow to ensure maximum portal availability

 Isolation of individual Portlets for improved control over portal service delivery
 Visibility beyond the portal framework into databases, transaction servers, and
other connected systems

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 42

 Isolate Individual Portlets Problems

Help! ?
• Quickly isolate problems in
? individual portlets
CRM
? HR
? ? Custom
News
• Correlate performance to
? J2EE
connected systems
?
I can’t access my pension ? • Improve control over portal
benefits on the portal. ERP ? services delivery
SAP ? email

1 Portlet 2 EJB 3 Portal &

Application
Transaction SQL Databases
6 5 4

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 43

 Wily Portal Manager Provides…

 Manageability of the entire workflow in the production environment,

to ensure maximum portal availability.
– Real-time performance monitoring
– Hierarchical user-defined dashboard views

 Problem isolation of individual portlets, portal server or backend

systems for improved control over portal service delivery.
– Detailed explorer tree view
– Usage-metrics monitoring

 Portal visibility into connected back-end systems beyond the portal

framework for databases, transaction servers and other back-end
systems.
– Notification and alarms on any portal problems
– Extensible, open-standards architecture

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 44

 Business Value — Conclusion

 Increase enterprise Portal adoption and deployments

into production by guaranteeing good performance
from the Portal through real time monitoring and
management.

 Increase ROI and Lower Total Cost of Ownership

 Scalable for any other future systems deployment

 Ease of manageability and control

 Wily’s strategic alliance with IBM ensuring a

seamless integration with your existing
Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 45
 Supported IBM Portals

• Wily supports IBM’s Weblogic Portal Server 5.0

and above.
• Platforms supported include AIX 5.1 ML3 or ML4,
AIX 5.2, Solaris 8 or 9, Windows 2000/2003 server
families, Linux RedHat Enterprise AS 2.1 for Intel
(x86, Linux RedHat for Intel (x86) 8.0 Kernel 24,
Linux SuSE for Intel (x86) 7.3 Kernel 2.4, Linux SuSE
SLES for Intel (x86) 7 or 8 Kernel 2.4, Linux on
zSeries – Red Hat Linux for s/390 7.2 and SuSE SLES
for s/390 7 or 8 Kernel 2.4.

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 46

Real-Time Views Support the Entire Portal
Management Team

Manageability of
the entire portal Problem isolation of
workflow. individual portlets.

Visibility into connected

back-end systems beyond
the portal framework.

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 47

 Wily|CA Customer Experience Manager (CEM)

An Introduction To Customer Experience Manager.

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 48

 Firstly
Simulated Robots versus Real Customer behaviour

Simulated user testing transactions (robots)

• Good for availability testing and “best case” scenario
• Usually can’t complete a full transaction if money needs to change hands
• Creates load, false positives, constant re-scripting
• No visibility into user / customer experience

What is missing… customer / employee focused

• What is the customer experience? What does slow mean?
• How many people are affected by an incident?
• What is the impact to the business?

CEM is not a robot.

It provides 100% monitoring of all customer
HTTP/HTTPS transactions
Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 49
Customer Experience Manager (CEM)

Measures the Success of Customer Transactions

in Real-Time

Customers = customers, employees, agents, etc.

Transactions = login, acct summary, place order, etc.
Success = 0 defects, meeting expectations

• 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, Inc. All Rights Reserved. 50

 CEM Architecture
Low Risk, Zero Overhead

Router
Firewall Load
Switch
Network Balancer Web Database
Tier Mainframe
Tier Application Tier
Tier
Customers Mirrored Port for XX Application Web
Production VLAN (i.e. Cisco SPAN Port)

Out-of-path
Monitor Interface
No IP Address

Management Interface
Requires IP Address
Management
VLAN
TIM
Transaction Impact
Monitor (TIM)
Management Interface
Requires IP Address

• Real-time copy of production customer traffic Transaction Event

• Mirrored port of the application VLAN and Statistics
• Core Ethernet Switch, Load Balancer, Network TAP Server (TESS)
TES
S

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 51

 CEM - Deployed

Mirrored Port for XX Application

Production Web VLAN (i.e. Cisco SPAN Port)

Bob Wright
Process Order Out-of-path
Slow Transaction Time = 22.8s Monitor Interface
06.01.05 8:59:48am No IP Address
CEM Incident:
CEM • Process Order
• Slow Time > 5.0s
• 256 Customers, 22 Premier
 Identifies and Measures Customer Transactions • Time: 06.01.05 8:59am
• Duration: 35minutes
 Behavior and Content Defect Detection • Incident cost: $278,00
Evidence Collection:
• Network, Web, App, DB,MF
 Correlation of Defects into Incidents
 Business Prioritization and $$ Impact Analysis
 Evidence Collection of Infrastructure State
(performance, utilization, configuration, logs)
 Incident Forwarding into Existing Systems and Procedures
 Unique Customer Transaction Repository
(Current and Historical Reporting, Scorecards, Analytics)
Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 52
CEM - Features

• Transaction Impact AnalysisTM

Creates Unique
– Production customer transactions
– Customer / user identity by name
Customer Information
– Business impact $$ analysis in Real-time
• Zero insertion risk
– Real-time analysis of “copy” of production traffic
– No agents, no app changes, no latency, no load
–

Open API
• Simple deployment and operation CE
M

– Appliance-like installation
CEM Platform
– One-time setup for universal visibility (Transaction Impact AnalysisTM)

• Real-time, 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, Inc. All Rights Reserved. 53
 CEM - Focus on What is Important

• Get above the ‘noise’

• Define once, monitor everywhere

• Transaction discovery options

— Standard transaction recorder (browser based)

— Advanced transaction recorder (TIM based)

Transaction Discovery

— Script translation recorder(Convert Mercury scripts, packet captures, etc.)

• Not impacted by application UI changes

CEM

• Transaction order structure

Business Processes Group of Business Transactions ‘Siebel – Order Provisioning’
 Business Transactions  Series of pages  ‘Login’
 Transactions  Page  ‘Execute Login’ (SWE) & 14 others
 Components  URLs  JavaScript, style sheets, etc.

NOTE: In most J2EE applications a Business Transition and a Transaction are the same

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 54

 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 - 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. 55

 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, analyzes them for behavior and response, throws them away
– Stores meta data about transactions (time, size, throughput, etc.), NOT the transaction
– Stores NO personal information (passwords, SSN, account balances, etc.)

• CEM monitors transaction performance and quality, NOT user behavior

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 56
 How can Wily help

Where Application Management is important

• Real-time monitoring of customer experience:-

• 100% of all customer transactions – not sampling

• Instant alerting to defects

• Prioritisation of incidents

• SLA compliance

Copyright © 2006 CA and Wily Technology, Inc. All Rights Reserved. 57

 Moving to Proactive Management

Improve availability by solving problems fast and avoiding problems

Reactive Management Proactive Management

Customer Call —“HELP!”

Firefighting: Where’s the problem?

Black Box
Proactively Monitors Detects Problem
Production Applications and Notifies

Pinpoints bottlenecks in Applications Pinpoints Bottleneck

app, app server, back- Back to Normal and Solves Problem
end systems and Before Customer Calls
environment, and
solves customer
problem

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Wily Product Demo

And Now The Introscope Demo..

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 Q&A

Any Questions ?

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