How fast is fast enough

Compuware Industry Benchmark Breakfast Forum

Opening Speech Mr. Koh Eng Kiong Regional Director, ASEAN

User Frustration – Poor service level

New Age Definition of “Performance”

How Fast is Fast Enough?

Benchmarking Provides Context

0 2 4 6 8

Homepage Response Time in Seconds

Your homepage currently downloads in 5

seconds on average.

How do you feel about that?

Before some recent hardware upgrades, it

downloaded in 7 seconds on average.

Now how do you feel?

Your competitors’ homepages all download in

3 seconds on average.

Now how do you feel?

Context provides a basis for

decision-making and

prioritization.

How fast is fast enough? Benchmarking us with the context

• Push the Singapore Industry to think about Performance

• Track performance against the best and your competition

• Allow a baseline performance and track it over time

Who Uses Compuware?

9

Media Entertainment Financial Services High Tech Retail Travel Government Telco

State of

Michigan

Service Providers

2,000 Enterprise customers

2,000 SMB customers

12 of the top 20 visited US sites

Media &

Education Government Financial

Services Telecoms

Retail & Travel

Others

11

Who are thinking about Web Performance in ASEAN?

*Confidential

Search

Engine Chipset

Inside

Cloud Sales

Automation

Virtualization

Application Performance

Why Compuware?

Smart Phone/

Tablets

How Fast is Fast Enough! Mr. Shabbir Baliwala Solution Sales Director, ASEAN

Why is Benchmark important ?

Singapore Availability Benchmarks – Sep 2012

• Airlines 99.63

• Banking 99.85

• Education 99.67

• Government 99.45

• Hotels 99.70

• Insurance 99.54

• Media 99.48

• Retail 99.53

• Telecom 98.96

Singapore Performance Benchmarks - 2012

0

1

2

3

4

5

6

7

3.11

4.87

5.88

4.52 4.61 4.22

5.74

4.15

6.51

Response Timein Secs

Benchmarking Provides Context

0 5 10 15 20

Airlines

Banking

Education

Government

Hotels

Insurance

Media

Retail

Telecom

HongKong

Singapore

Benchmarking Provides Context

0 5 10 15 20 25

Airlines

Banking

Education

Government

Hotels

Insurance

Media

Retail

Telecom

Worst

Best

Average

What Happened ?

Application

Customers

Employees

Infrastructure

Application

What is needed?

An Application Point of View That Starts with the User

Application

Customers

Employees

ISPs ▪ Mobile carriers ▪ Browsers ▪ Devices ▪ AJAX ▪ JavaScript ▪ Mobile apps

Users Cloud: Private and Public Data Center Web ▪ Mobile ▪ App logic ▪ Database ▪ Network

▪ Mainframe ▪ Virtualization ▪ SOA ▪ CDNs ▪ Third party services

Infrastructure

Application Point of View that Starts with the End User

Application

Deep analysis

Application

Browsers

Mobile apps

How we do it ? Compuware APM: Driven by End-User Experience

C/C++

Private agents Private Last Mile

150,000+ consumer- grade desktops 168+ countries 2,500+ ISPs Major mobile carriers around the globe

Backbone • Synthetic

monitoring • Load testing

Last Mile • Synthetic

monitoring • Load testing

Enterprise • Synthetic

monitoring • Broad view of end-user experience and

multi-tier transactions (real-user monitoring)

Data Center and Cloud

• Deep application transaction management

All tiers, all transactions, all users

150+ enterprise- grade nodes Data centers and cloud providers

PurePath

Real Users • User

experience management

How fast is fast enough? Custom Benchmarks can provide the answer.

Track performance against the best and your industry peers

Learn and adopt the best practices from your industry

Provide a single performance scorecard for both IT and business

Benchmark Value Propositions

• Rank your site against the industry & the best

– Track performance over time & align with IT on a single scorecard

– Ensure marketing campaigns are not impacting site performance

– Track impact of site enhancements

• Analyze hourly page & regional performance

– Are you providing a superior customer experience throughout the day?

– Are you providing a superior customer experience across regions?

• Provide tools for IT to determine the cause of the problem

– Benchmark pages, page components

– Compare transaction steps.

– Compare impact of third party technology

• Wanted to maintain a reliable and consistent experience on the Website to align with service philosophy of brand

• Needed data to support major site re-design and identify impact on Web application performance

• An international hotel chain that views its Website as their first opportunity to provide exceptional service

Background:

• Used Benchmark to support major site re-design including: understanding competitors’ site optimization strategies and optimizing site design choices

• Major site re-design improved online customer experience by optimizing web application performance and site usability

• Received Gomez Best of the Web Gold Medal

Business Challenges:

Gomez Solution:

Benefits Received:

Marriott - Travel

“Our Spirit to Serve philosophy of providing exceptional service for our guests often begins on Marriott.com, with a focus on a very reliable and consistent experience. The insights and metrics attained from Gomez have assisted us in meeting our high performance goals.” – Bruce Hoffmeister, Senior Vice President, Information Resources Shared Services, Marriott

72% of Consumers Want Mobile-Friendly Sites: Google Research

Google Research : So what, exactly, are consumers looking for in a website accessed from a mobile device?

• Site speed - loading time of 5 seconds or less

• Big, mobile-friendly buttons

• Limited scrolling and pinching

• Quick access to business contact information

• “Click to call” access to phone the business

• Links to the company’s social media profiles

Resources

• www.compuware.com/benchmarks

• Best Practices White Paper

• www.speedoftheweb.org – Benchmark Report

Compuware Confidential. Do Not Duplicate

Analysts Validate Compuware’s APM Leadership

Highest Score for APM Functionality

Gartner Positions Compuware in the

of the APM Magic Quadrant Report

Leaders Quadrant

Forrester Research Awards Compuware

in evaluation of APM Market

Top Scores

Frost and Sullivan Names Compuware

for cloud-based APM

Global Company of the Year

One of the industry's most "cloud-ready" APM solutions

1

2

3

4 EMA Awards Compuware

Compuware Confidential. Do Not Duplicate

Panel Discussion: Impact of End User Experience on modern businesses