The Compuware third annual Best of the Web offers insight into the top performing Web and mobile sites for 2011 across seven industries. These leaders understand that excellent Web performance improves business results and overall customer satisfaction.
Join Eric Schurr, Senior Vice President of Marketing and Jonathan Ranger, Director of the Gomez Benchmarks from Compuware for a discussion on the third annual Best of Web to hear:
• How we've expanded our award coverage to recognize the leaders in providing end-user experience from the Gomez Last Mile, added new vertical markets and increased the number of mobile performance awards
• An announcement of the award winners
• Insight into the leaders' best practices for optimizing Web and mobile site performance
[Webinar] SpiraTest - Setting New Standards in Quality Assurance
Best of the Web- Compuware Web and Mobile Performance Awards
1.
2. AGENDA
• Why Performance Matters
• Why Application Performance Matters
• The Best of the Web: this year’s report
• The Best of the Web: This Year’s Report
• Announcing…the 2011 Winners!
• Announcing…the 2011 Winners!
• Winner Spotlights
• Winner’s Best Practices
• Lessons Learned from the Award Winners
• How to Improve your Application Performance
3. What is the Best of the Web?
• Annual study of web
and mobile
performance
• Goals of the study
– Recognize the fastest,
most available and
most reliable sites
– Identify web
performance best
practices
5. AGENDA
• Why Performance Matters
• Why Performance Matters
• The Best of the Web: this year’s report
• The Best of the Web: This Year’s Report
• Announcing…the 2011 Winners!
• Announcing…the 2011 Winners!
• Winner Spotlights
• Winner’s Best Practices
• Lessons Learned from the Award Winners
• How to Improve your Application Performance
6. This Year’s Report
• Winners in seven industries
– Automotive, Financial Services, Healthcare, Insurance,
Media, Retail, Travel
• Gold, Silver, Bronze for business process transaction
• Mobile Leader across four carriers and top devices
• One Web
– Home page on the Gomez Last Mile + mobile site
home page + business transaction
• New award: Last Mile Leader
7. Last Mile Monitoring Provides Insight into
Real-User Experience
Top Retailer Response Time
• Last Mile: 8 sec
• Internet Backbone: 2 sec
Backbone Last Mile
• Clean room • End user desktops
environment • Measured using local
• Measured using global ISP and end user
Internet Backbone location
8. Measurement Approach
Backbone Last Mile Mobile
Web Performance Web Performance Mobile Performance Monitoring
Management Management and • 30 locations
150+ locations Load Testing
150,000+ locations • 5,000+ supported device profiles
9. There is Really only “One Web”
+ +
Home Page Performance Mobile Site Business Process Transaction
From the Last Mile Home Page Performance • Product Search
• Review product info
• Add to cart
10. Methodology
• Firefox measurements were utilized exclusively for all Backbone and
Last Mile reporting
• Participants included must have had a minimum of 75% of expected
test volume for the reporting period to be qualified to be included
the report
• Backbone tests utilized the 12 geographically dispersed public
benchmark nodes in the US
• Mobile tests utilized the 3 geographically dispersed public
benchmark nodes in the US
• Last Mile tests requested 20 peer evaluations per hour per
participant [US peers only]
• Final rankings were determined by ranking participant response
time, availability and consistency against all qualified participants,
adding up the ranking results for each category and then re-ranking
the added up results in ascending order.
11. AGENDA
• Why Performance Matters
• Why Performance Matters
• The Best of the Web: this year’s report
• The Best of the Web: This Year’s Report
• Announcing…the 2011 Winners!
• Announcing…the 2011 Winners!
• Winner Spotlights
• Winner’s Best Practices
• Lessons Learned from the Award Winners
• How to Improve your Application Performance
14. RETAIL BANKING
One Web Winners (tie):
BB&T U.S. Bank
Home Page Performance
From the Last Mile + Mobile Site
Home Page Performance + Business Process Transaction
32. TRAVEL
Last Mile Leader: HotelGuides.com Mobile Leader: JetBlue
Online Agents: (Airlines & Hotels)
Travel Aggregated (Airlines, Hotels, Online Agents)
33. Congratulations Multi-Year Winners!
Only Three-time Gold Award
Winner
Only Three-time Mobile Award
Winner
Three-time Flight Search Transaction
Award Winner
Three-time Hotel Search
Transaction Award Winner
34. AGENDA
• Why Performance Matters
• Why Performance Matters
• The Best of the Web: this year’s report
• The Best of the Web: This Year’s Report
• Announcing…the 2011 Winners!
• Announcing…the 2011 Winners!
• Winner Spotlights
• Winner’s Best Practices
• Lessons Learned from the Award Winners
• How to Improve your Application Performance
35. Winner’s Best Practices
Retail Gold Winner
Web Performance Best Practices:
• Website performance is a strategic priority in the organization
• Uphold high standards and maintaining performance by measuring
against ourselves and our competitors
• Deliver robust content to our customers without impacting the
performance of web pages through superior innovation and
performance-focused changes
“Website performance is important to maintaining the value of the Overstock.com
brand. We regularly watch our rankings in the Compuware Gomez survey and take
those results very serious. We are proud of this accomplishment.”
- Jonathan Johnson, Overstock.com President
36. Winner’s Best Practices
Brokerage Gold Winner
Web Performance Best Practices:
• Continuously measure site performance and benchmark against
the industry
• Shared metrics and goals from the start; balancing three clear
guidelines: reliability, speed and functionality
• Real-time view into performance of revenue generating
transactions
• Ensure that the most important web pages and transactions
perform optimally
“Closely monitoring web performance ensures we can proactively tune application
performance and maximize availability for all our customers and geographies.”
- Richard Blunck, executive vice president, digital distribution at Fidelity
37. Winner’s Best Practices
Travel Mobile Winner
Web Performance Best Practices:
• Share common experience management technologies, metrics and
best practices across its mobile and Web initiatives
• Established a baseline for historical analysis and benchmark against
the competition
• Test and monitor mobile services at a frequency that ensures
immediate resolution of issues
• Ensure content is optimized to perform well on mobile devices with
diverse capabilities
“We understand the importance of delivering real-time information to our customers on the go,
whether it’s booking flights, checking flight status… we’re focused on leveraging new and existing
technologies to meet the demands of today and tomorrow.”
- Jonathan Stephen, Senior Producer Mobile Products, JetBlue Airways
38. Winner’s Best Practices
Travel Hotel Search and Last Mile Winner
Web Performance Best Practices:
• Continuously measure site performance and benchmark against the
competition
• Share metrics and goals across business including IT, sales and
marketing
• A single strategy team that functions at the intersection of
marketing and technology with a focus on overall performance
• Ensure web pages and transactions perform optimally, with rapid
identification and notification of problems impacting customers
• Measure customer experience in key segments, across browsers,
devices and regions
“We consider website performance to be an extension of customer care. In all such areas, whether
online or on property, our goal is to lead the industry in providing a superior experience. To us, that
means having a culture and processes that prevent problems before they arise. “
- Scott Gibson, CIO and SVP of Distribution & Strategic Services, Best Western
39. Winner’s Best Practices
Summary
• Performance excellence is a pervasive strategy applied consistently
across the entire organization
• Balance speed with customer expectations – efficiency is delivering
the right content as rapidly as possible
• Continually share results – everyone has a role in optimization
• Focus on maximizing performance impact to meet and exceed core
strategic goals – revenue, brand loyalty, brand satisfaction
• Recognize end user connect via diverse devices, PCs, tablets, smart
phones, and expect the same performance regardless of device
• Business and IT must collaborate using a common set of metrics to
reach common goals
• Analyze, analyze, analyze – the Internet evolves and your
competitors optimize every day – if you are not assessing your
competitive position constantly you are not competitive
• Re-assess; evaluate the impact of your optimization efforts on your
competitive positioning before and after the optimization effort
40. AGENDA
• Why Performance Matters
• Why Performance Matters
• The Best of the Web: this year’s report
• The Best of the Web: This Year’s Report
• Announcing…the 2011 Winners!
• Announcing…the 2011 Winners!
• Winner Spotlights
• Winner’s Best Practices
• Lessons Learned from the Award Winners
• How to Improve your Application Performance
42. Benchmark the leaders to ensure customer
expectations are being met
Before some recent hardware upgrades, it
downloaded in 7 seconds on average.
Is that ok?
Your homepage currently downloads in 5
seconds on average.
Is that ok?
Your competitors’ homepages all download in 3
seconds on average.
Now, is that ok?
0 2 4 6 8 Context provides a basis for decision-making
and prioritization.
Homepage Response Time in Seconds
43. Traditional Application Performance Management
Traditional Approach
…user is
happy
DB Network Server The Application Delivery Chain
Customers
Data Center
Browsers
Local
DB App Web ISP
Mainframe Server Server Server Major
ISP
Storage Network
Employees Employees
44. The Reality: End Users Are Often Unhappy
Traditional Approach
Slow response time …user is
NOT happy
DB Network Server The Application Delivery Chain
Geographic disparities
Customers
Transactions fail
4 sec’s
Data Center
22 sec’s Browsers
Local
DB App Web ISP
Mainframe Server Server Server Major
ISP
Faulty display or operation
Storage Network
Employees Employees
45. The Application Delivery Chain
The Application Delivery Chain
Cloud Customers
Private Public Browsers
Local
Data Center ISP
3rd Party/
Virtual/Physical Environment Cloud Services
DB App Web Load
Mainframe Servers Servers Servers Balancers Major
ISP
Storage
Network Content
Delivery
Networks
Web Mobile WAN
Services Components Optimization Mobile
Carrier
Devices
Employees Employees
46. The Application Performance Challenge:
Problems Everywhere Along the Delivery Chain
The Application Delivery Chain
• Resource
contention
• Capacity issues
Cloud • Slow bursting
Customers
Private Public Browsers
Local
Data Center • Inconsistent geo performance ISP
• Bad performance under load Third-party/
Virtual/Physical Environment
• Blocking content delivery Cloud Services • Poorly
performing
DB App Web Load • Network JavaScript
Mainframe Servers Servers Servers Balancers Major peering • Browser/
ISP problems device
• Poorly performing • Network incompatibility
Java or .NET problems • Bandwidth
methods throttling • Pages too big
• Bandwidth • Network
• Slow • Inconsistent • Low cache
Storage SQL or Web
services
contention
• Improper load
peering connectivity hit rate
transactions
Network problems Content
balancing • Outages
• Server performance Delivery
Networks
Web Mobile WAN
Services Components Optimization Mobile
• Configuration issues
• Oversubscribed POP Carrier
• Poor routing optimization Devices
Employees Employees
• Low cache hit rate • Network resource shortage
• Faulty content transcoding
• SMS routing / latency issues
47. Adopt a Customer/User Point of View
Test/monitor your app the way your users access it:
• What they doThe Application Delivery Chain
(key transactions)
• Where they do it (geographic locations)
• How they do it (browsers and mobile devices)
Prioritize and resolve issues Cloud Customers
Private Public
• Measure the business impact (users) Browsers
Local
Data Center • Isolate root causes ISP
3rd Party/
Virtual/Physical Environment Cloud Services
DB App Web Load
Mainframe Servers Servers Servers Balancers Major
ISP
Customer/user point of view
Storage
Network Content
Delivery
Networks
Web Mobile WAN
Services Components Optimization Mobile
Carrier
Devices
Employees Employees
48. Unify Your Application Performance Lifecycle
Business Development
“Competitive advantage!” “Agility!”
Common metrics Common tools,
• Common view of how data, diagnostics
performance affects Application • All transactions all the
business time
• Common basis for
Performance
• No need to reproduce
prioritization, planning issues
• Common view of
performance
• Saves time, money
Operations QA
“Stability!” “Quality!”
49. Q&A
Send questions via ‘chat’
Best of the Web Awards
Report
available today at
http://www.compuware.com/application
-performance-management/best-of-the-
web-2011.html
Distributed to all webinar registrants
Look out for
2011 Trends Report
available later this quarter
Notas do Editor
Evaluate end user experience from complementary viewpoints:Backbone - Synthetic and controlled monitoring and testing environment assuring consistency in policy and approach.Last Mile – Organic assessment directly from the end user to your firewall.Next slide is Application Delivery Chain putting all the pieces together.
Last updated or created: April ‘11Key themes:Gomez covers the globe with the most comprehensive testing networkWe are where your customers areTalk trackThis is a visual depiction of our global testing network.You can see where our Backbone and Last Mile testing locations are.Our Last Mile locations literally span the globe and allow you to test and monitor from any significant location in the world. And it’s growing every day.You can use these for a combination of monitoring and load testing.You can’t see the locations for the virtual test bed because it’s virtual – i.e. location independent.And, as the blue areas indicate, we can monitor your actual end users literally wherever they are on the planet
Last updated or created: April ‘11Key themes:Major change #2: The internet is way more complexTalk trackThe second big change is that the Internet is more complicated than it used to be.Many companies use one or more CDNs to accelerate their web app.Most websites use third party/cloud services as part of their app. Compuware data indicates that the average web transactions involves more than 10 distinct hosts.The mobile explosion is also upon us. We need to deal with mobile carriers and devices, including smart phones, iPads, etc.And now there is a wide variety of browsers in the market. It used to be easy: everyone used IE. Now there are many versions of IE, each one works differently than the others, and Firefox, Chrome, and Safari all grabbing their own share of the marketBoth customers and employees live at this “edge of the internet,” using all of these browsers and devices.
AirTran - 2011 Gold, 2010 Silver and 2009 Bronze Best Western - 2011 Gold, 2010 Silver and 2009 Silver
How fast do your pages need to be?
Last updated or created: April ‘11Key themes:Traditional APM focused on component monitoring in the data centerTalk trackApplications are delivered via a combination of hardware, software, and services called the “ application delivery chain.” Everything in this chain has to work together to successfully deliver an application to a user, including employees using enterprise apps on a corporate WAN inside the firewall, or customers at the “edge of the internet” using an ecommerce website, or employees in their home offices access enterprise applications remotely.Traditional APM tools were built for a relatively simple view of the application delivery chain, and they made a simple assumption: if the components of your infrastructure are working properly – that is, if your database, network, and servers are all getting “green lights,” then we can assume your users are happy.
Last updated or created: April ‘11New slideKey themes:This is today’s app delivery chainTalk track
Last updated or created: April ‘11Key themes:Problems happen every day in the ADCMany things can and do go wrong in delivering applicationsYour users and customers expect you to control them allYou cancontrol these issues, but you must be aware of them firstTalk trackProblems occur every day along the ADC. Unfortunately, there are a long list of possible issues.This slide shows examples of the various issues that can occur at any point along the chain. It’s pretty ugly, because there’s a lot that can go wrong.Some of these can occur inside and outside your firewall.They happen every day. And the harsh reality is: they change everyday, too. You can get them right one day and something goes wrong the next.Your users expect you to control these issues. If they try to visit your site or run you’re an application and it doesn’t work, they hold you responsible. The good news is that all of these issues can be controlled – but first you need to be aware of them. That’s the first step to fixing them and ensuring your user has a positive experience.Notes to the speakerDon’t go over all the items on this slide. It’s an ugly slide, and it’s meant to be, because we’re trying to convey how many things can go wrong. The main point of the slide is “look at all these problems,” rather than “let’s talk about an individual problem.”
Last updated or created: April ‘11Key themes:You need to “sit where your customers sit” and view your application from their perspective.You need to adopt an outside-in viewYou need to do this regardless of what company or tool you useTalk trackThe answer to understanding and controlling the application delivery chain is to take a new view on your application: you need to adopt an outside-in, customer/user point of view. You need to “look back” at your application and infrastructure the same way your customers and users do: by operating and running it “from the outside in”What does this mean?<click to animate>It means you need to test and regularly monitor your application the same way your customers/user use it. So, you need to test and monitor: WHAT your users do – run the key transactions that are critical to your business WHERE they do it from – operate your application from the geographic locations that are important to your business. This will ensure that your users get a quality experience regardless of where they are located HOW they do it – if your users are accessing your app through a variety of browser and devices, and you need to do that, too. You need to test and monitor from all the browsers, operating systems, and mobile devices that you users are using.Once you detect a problem, you need to do two things: -- first, measure the business impact of the problem so you can prioritize it. How many users are affected by this? Is it a critical transaction or a less important one? Are my most important users affected or a second tier of users? Armed with this info you can prioritize the problem.-- second, isolate the root cause. Remember, the problem can be anywhere along the ADC. You need to find the root cause and fix it ASAPHow does Compuware help you do this?
Last updated or created: August‘11Key themes:App performance is a central concern for many groups in a company. Here are the main fourThere is lifecycle to app performance, which starts with business requirements, flows to dev, QA, and production operationsCompuware unifies the lifecycle by providing common tools, data, and metrics.Talk trackApplication performance is a central concern to many groups in a company. They each have their own particular concerns related to app performance. Business is concerned with how they can use app performance to be a competitive advantage.Development is concerned with agility: how they can build and fix performance into an application faster?QA is concerned with quality: how can they ensure performanceOperations is concerned with stability: how can they keep things running smoothly?They are linked via an Application Performance Lifecycle. This lifecycle starts with business requirements, flows to Development, into QA, and then into operations. As issues arise or the business changes, the lifecycle repeats. Because of the importance of application performance, businesses are looking to move thru this lifecycle with rapid agility. Compuware unifies this lifecycle by providing two main items:<click to animate>Common metrics for business, development, and operations teams. These common metrics provide a common view of how app performance affects the business, and helps these groups prioritize requirements and issues.<click to animate>Common tools, data, and diagnostics for dev, QA, and Operations teams. This is based on PurePath technology that tracks all transactions all the time. This eliminates the need to reproduce issues (because the data is contained in the tracked transactions). It creates a “lingua franca” for Operations, Dev, and QA so they have a common view of the issues. Ultimately this saves a lot of time and money.
Thank you for your time today. I am now going to pass the session back to Jennifer .