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Managing Applications with RUEI and Oracle Enterprise Manager
Lily Tay: Principal Industry Fusion Architect
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Program Agenda
• ORACLE ENTERPRISE MANAGER 12c
• RUEI USECASES:
• BUSINESS REPORTS
• DEMO
• STANDALONE RUEI
• INTEGRATED END TO END MONITORING
• CUSTOMER SUCCESS STORIES
• Q&A
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Oracle Enterprise
Manager 12c
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Total Cloud Control
Complete Cloud
Lifecycle Management
Integrated Cloud
Stack Management
Business-Driven
Application Management
Self-Service IT Simple and Automated Business Driven | |
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Total Cloud Control
Complete Cloud
Lifecycle Management
Integrated Cloud
Stack Management
Business-Driven
Application Management
Self-Service IT Simple and Automated Business Driven | |
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Common Application Management Problem: Business – IT Disconnect
The application was
up 90% of time.
How satisfied
are my users?
We had 200
database
transactions.
How many orders
did we complete?
Our servers are up.
We will look into it.
My order is stuck,
what’s going on?
Business Demand Traditional IT Response
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BUSINESS DRIVEN APPLICATION MANAGEMENT
User Experience Mgmt
Business Transactions Management
MW & DB Diagnostics
Are my customers
happy? How is the
order intake doing?
Why hasn’t the
order shipped yet?
What is the root
cause of the
problem?
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ORACLE REAL USER EXPERIENCE INSIGHT
Real User Experience Insight monitors real user activity to ensure web-based applications perform to expectations, provide analysis and notifications when not performing, and provide intelligence about user behavior.
WHAT ARE THE BENEFITS?
•Maximize value of business critical web applications by
identifying lost transactions from frustrated users
•Deliver insight into real end user experienced service issues
and start working on the resolution before end users start
complaining
•Reduce support costs by lowering call center volumes
•Align IT and Business: Insight into business trends & user
preferences and Service Levels on real end user metrics.
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 9
3
Browser
Instrumentation
3 APPROACHES TO USER EXPERIENCE MANAGEMENT
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 10
Page
response 2
Page
request
1
Browser
Acks
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REAL USER MONITORING - NETWORK SESSION CAPTURE
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RUEI USE CASES:
BUSINESS REPORTS
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BUSINESS REPORTS DASHBOARDS
• Easy to setup
• Restricted access
policy possible
• Overview of key reports
like Geo location, User
Flow completion and
KPI results
• “Drag and drop”
• Can be stored as
‘templates’
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BUSINESS REPORTS FLEXIBLE OUT OF BOX REPORTS
• 100+ “out of the box”
reports
• Send reports to mailing lists
• Print to PDF, open in XLS
• Create your own report
section/reports
• Direct access to Data browser/BI
interface possible
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BUSINESS REPORTS KEY PERFORMANCE INDICATORS
• Keep track of key metrics
• Any metric can be filtered ( not the
entire app, just the part you want
to calculate the KPI to)
•Fixed thresholds or automatic
learning thresholds
• Trigger alerts via email, SNMP or
directly to Enterprise Manager
Cloud control 12c
• Set escalations, different groups to
receive specific alerts
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RUEI Dashboard
Shows how many errors
and errors type
experienced by the end
user Average KPI for 5 mins
interval
RUEI admin can define
their own KPIs to track
How many users are
adopting the online
promotion
Client network used
by the end user
Slowest pages
experienced by the end
user Page load time and
client abort (%) rate
Top users of your
application
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iOS
rest
Symbian
Windows 7
Windows vista
Windows XP
Total: 12890
iOS
rest
Symbian
Windows 7
Windows vista
Windows XP
Total: 29870
Uncertainty Analysis – Source of Users Are users increasingly using ipads/mobile for online transaction?
On 16th March 2011 On 9th April2011
14% users are accessing pages via devices running iOS
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Uncertainty Analysis – Most Active Users
• Why did the top
users visit the site
over ten thousand
times?
• What pages are
they viewing?
Is the application being targeted by robot procedures?
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Uncertainty Analysis – Most Active Users
• These users only
visit identical pages
and the load time
for the page is few
second.
• Does this indicate
a robot procedure?
Is the application being targeted by robot procedures?
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Uncertainty Analysis – Most Active Users
Using Session Diagnostics, we can
find out what they are viewing
Is the application being targeted by robot procedures?
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• Your Company started a new
promotion and wants to
analyze if users are accepting
the product/service through
promotions.
• First check out how many
page views are happening.
• You can then compare the
pageviews over a period of
time
On a particular day, this page is
viewed close to 600 times
Effectiveness Analysis Is promotion successful?
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• How do we analyze if our
application is effective?
• 22% of transactions are not
getting completed
• Did the user abandon the
page due to application
issue or he didn’t want to
buy the product?
Effectiveness Analysis How many users are not buying the products after reading the details about the product?
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Error
encountered
Effectiveness Analysis
• Many users are not able
to progress further due to
website error.
• You can follow up with
all these users proactively
once you have resolved
the website issues
How many users are not buying the products after reading the details about the product?
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User Satisfaction Analysis
• Use RUEI’s REPLAY
functionality to view the
page that the user
observed in his
environment.
• Find out if this is a user
issue or application issue 416 – Invalid Range
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User Satisfaction Analysis
srvpaycashcmt pages is accessed most of the
times. End-to-end time is ok, however other
pages need to be improved
Which are the most accessed pages, but performing poorly
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Some jsps file are
returning back heavy
objects.
User Satisfaction Analysis Which are the most accessed pages, but performing poorly
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login/register.css is throwing
reference error, however has
most hits. Need to focus to
improve system performance
billpay/paycash.jsp，js/getstaffpay.jsp have failed hits
of more than 1.5k times. Need to
focus.
User Satisfaction Analysis Which are the failed pages and what is the issue?
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User Satisfaction
Analysis
• Web page errors
peaked at 4am
• While, server error
peaked at 10pm.
• Lets find out the
affected users who
observed website
errors
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User Satisfaction
Analysis
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User Satisfaction
Analysis
• Error 416 occurred.
• User wants to download
something that does not exist
in the application.
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DEMO
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WHAT MAKES RUEI DIFFERENT
• Passive monitoring solution
• Data collection is 100% non-intrusive
• No impact on web application performance
• No changes to applications are needed
• Quick Deployment – Agentless
• Can be used for any custom web application and web
service going over http/https
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Customer
Success Stories
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REAL USER EXPERIENCE INSIGHT KEY CUSTOMER WINS
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DekaBank Improves Customer satisfaction with
Active Monitoring of Web-based Business Processes
COMPANY OVERVIEW
• With managed fund assets of more than US$220 billion, (almost 5 million managed deposits, and subsidiaries in Luxembourg and Switzerland, DekaBank is one of Germany’s largest asset managers.
• Organized into three business units: capital markets asset management, real estate asset management, corporate and markets, as well as a savings banks sales central unit.
CHALLENGES
• Ensure the high availability and performance of 14 business-critical, Web-based applications with 3 million users of internet banking and intranet users. • Pinpoint the source of IT performance problems—a complicated process because the organization outsources hardware and network services to various
service providers. • Provide an end-to-end monitoring tool that aids service level agreement compliance and sends automatic notifications in the event of a problem . • Isolate critical application issues.
SOLUTIONS
• Used Oracle Real User Experience Insight to monitor the performance and availability of sales channels for banking systems from an individual user perspective
• Introduced ongoing monitoring of business key performance indicators and setting thresholds for alerting on business processes for internal and external service providers
• Monitored approximately 1.5 million internet sessions and roughly 13 to 14 million page views per day • Pinpointed server, application, and network errors to establish fault causes and accelerate fixes • Instituted automatic warnings when systems exceed pre-defined values for response times or when error spikes occur as a result of unavailable pages • Prevented system performance impairment as a result of monitoring through Oracle Real User Experience Insight and avoided the need for any application
changes
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The Victorian State Revenue Office Achieves 99%
System Availability, Improves Service
CUSTOMER PERSPECTIVE
“Oracle Real Experience User Insight
ensures we can identify and fix application
issues before they affect customer service.”
Philip Dunlop, Manager, Technical Services
COMPANY OVERVIEW
• Australian taxation collection agency responsible for collecting revenue for the Victorian government
• Industry: Public Sector • Employees: 550 • Revenue: US$10.5 billion
CHALLENGES/OPPORTUNITIES
• Improve service by providing reliable and responsive core applications to users
• Monitor applications to identify issues before they affect users • Deploy a tool that monitors the performance of online forms developed
using Oracle Forms
SOLUTIONS
• Oracle Real User Experience Insight • Oracle Forms • Oracle Database • Oracle Application Server
RESULTS
• Identified and fixed infrastructure issues
that had the potential to affect application
performance and customer service
• Achieved 99% system and application
availability over the past 18 months
• Ensured customer service staff had no
application issues
• Enabled the IT department to meet key
performance indicators around application
response times
June 2011
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Music Base speeds error fixes (continued)
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Music Base speeds error fixes (continued)
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QUESTIONS?
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