Today’s explosion of mobile users means more of your customers will connect with your business via their iPhone, Android, or Blackberry smartphone. Existing end user experience monitoring tools, however, have challenges when working with these rapidly changing iOS, Android, or Blackberry devices, leaving you with a limited view of how your web systems are performing. In this online web seminar, we will explore the issues businesses are facing managing and monitoring the mobile end-user experience. This presentation will teach you:
- The unique technological challenges of measuring the mobile end-user experience
- Innovative approaches to managing and monitoring your website across the boundaries of your data center, cloud and mobile carriers
- Case studies of how organizations are monitoring mobile web devices
Speaker: Dan Juengst, VP of Solutions Engineering, (Correlsense)
13. 1. Be Strategic
Tie your mobile
strategy to biz
goals with
measureable SLAs
14. 2. Be Mobile-ready
• Build for the mobile web
• Fast load times
• Simple navigation
• Content should fit on screen
• Consistent experience across
devices/platforms
• Collect feedback and use analytics
15. 3. Be Open
Keep biz stakeholders
in the loop and ensure
SLA data is accessible
17. Watch Every Transaction for Every User
SERVER
WEB APP SVR
PROXY
MQ/ESB
LDAP CORBA
DCOM
Web
Services
Datacenter
18. Track Key User Experience Metrics
Mobile
Total End-User Response Time
Browser Rendering Time
Datacenter Time
Network Latency
Mobile Real User Monitoring
Rendering
19. And See Every Hop of the Transaction
Mobile
Proxy Server
Web Server
App Server
Data Warehouse Gateway
Mainframe
Database
Dynamic Transaction Path Detection
Rendering
29. To Summarize
• Can’t understand mobile performance without
monitoring the experience of real users
– Be ready
– Be mobile
– Be open
– Be paranoid
– Be smart
– Be lazy
30. Case Study: Major Consumer
Electronics Company
Adopting Mobile Technologies for Improved Employee
Setting Productivity
Designed and built SmartPhone applications for “Mobile CRM
Workforce”
Order Entry
Multiple Client Types Android
Windows Mobile
Users complaining about application performance
Challenge
No visibility into Mobile Appication Transactions
Huge Headache for CIO
Deployed SharePath with Mobile Open API Collector
Solution imbedded within SmartPhone Apps
Defined SLAs and were alerted upon violations
Used SharePath to track Mobile Transactions and
identify bottlenecks
Re-architected applications for better performance
31. How We Do It
LDAP
SERVER
SharePath
Mobile PageTracker
WEB SVR MQ/ESB
PROXY SVR (.Net) (Native)
APP SVR
(C++)
(Java)
SharePath
Web
Mobile App Collector Services
Open API
SharePath
Collector
SharePath
BackEnd
Server
When you are thinking about best practices in mobile performance monitoring, you have to think strategically about your overall business goals and objectives. With that in mind, the first thing you should do is identify all the stakeholders which are driving your mobile strategy and discuss the overall goals of your mobile plan.Next, you will have to construct or modify an SLA which is clear to both parties. Make sure all the details are understood and agreed upon by your customers. You must be able to have definitive metrics, and ensure the SLA can be monitored. Without a measureable SLA, you are essentially leaving your customer in the dark, with know way to manage their expectations. Obviously, this is quite frustrating to them and will most likely cause them to never return.
Building or modifying a mobile website is crucial to keeping your customers happy. The overwhelming majority of mobile users expect websites to launch as fast from their mobile devices as their PCs. These five points: fast loading times, simple navigation, content which fits the mobile device’s screen, consistent experience across all devices, and the use of analytics and feedback are absolutely essential. A couple more specific design points to remember: 1. Websites which make use of tables for the main layout will not look right on mobile phones. Get rid of them.2. It is easiest if your site is coded using either XML or XHTML, with your character encoding set at UTF-8.3. You have to consider that different mobile phones have different screen sizes. This can be a major headache if you want your mobile Web site design to run on all of them.4. Remember to put all the most important information that you want mobile users to see on the top of the page. It can be time consuming to browse a mobile site and It is difficult to enter text in mobile Web sites. 5. You may want to offer your user the convenience of radio buttons and lists and If you wish to put images on your mobile Website, it should be in jpeg or gif format. 6. A good mobile Web site design provides back buttons and links. Many phones are not equipped with back buttons, so try to provide one.7. Keep in mind that the maximum page size for a mobile page is only 20 kilobytes.,8. Lastly, you should bear in mind that users are actually paying fees to access your mobile Website. Make sure that they are getting their money's worth!
Being open with your stakeholders is crucial to creating a good customer experience. Also, you will want to keep your fellow IT team members in the loop with what is going on. Ensure the SLA date is readily available to all stakeholders, you don’t want to keep customers or colleagues in the dark. Before implementing the SLA make sure to: develop tracking mechanisms, establish reporting processes, develop procedures for carrying out stated responsibilities, communicate expectations to staff, and provide pertinent training. After the SLA is established: provide a point of contact for problems related to the agreement, maintain an ongoing contact with the other party, conduct service reviews, coordinate and implement modifications to the SLA when needed, and assess and reporting on how the two parties can further enhance their working relationship.A things not to do with SLAs:Sometimes service providers sometimes want to create an SLA to suppress customer complaints;Don't do this! It backfires most of the time! This just gives them something else to complain about!As strange as it may sound, most SLAs are initiated and unilaterally established by service providers. The customer is given little or no say about either the content of the SLA or the process by which it is established or managed. Obviously this leads to unhappy customers. Make sure the customer is engaged and understands the SLA. Remember, be open!
But why is this infrastructure in place? It is to host Applications that are required to support the Business.And the Transactions that flow through these applications are what allow the Business to be a Success.The founders of SharePath realized that by managing these Transactions is the most important thing because they are the lifeblood of the company.These transactions can be simple client Server transactions from Thick Clients talking to Databases <click>To more complex legacy Client Server transactions that connect multiple Back-End systems <click>To Web Transactions that now allow end-users to directly interact with your business systems and issue their own transactions.<click>And now these Web Technologies allow internal applications to be built to run the business.The point is that in this Complex, Heterogenous technology architecture, the key thing to monitor is the Transactions of all types that flow through these systems.<click
What Is A Transaction?Request issued by an end-userGoes through multiple componentsEach component may be activated multiple timesNote that:Different transaction types take different paths and flowsSometimes instances of the same transaction type execute across different flows
What Is A Transaction?Request issued by an end-userGoes through multiple componentsEach component may be activated multiple timesNote that:Different transaction types take different paths and flowsSometimes instances of the same transaction type execute across different flows