Is your Web Application Performance Doomed? How issues with browsers, cloud services, third-party providers, the Internet, and your data center can impact your performance – and what you can do about it. Delivery of applications to your users has rapidly evolved into a complex Web application delivery chain that spans from your data center to the myriad combinations of browsers that run on your users' devices. However, Application Performance Management tools have not kept up with this evolution. You probably use single-perspective monitoring tools that are hampered by blind spots across the Web application delivery chain and cannot provide end-user or business transaction perspectives. Point solutions cannot work together to isolate the root cause of problems inside or outside the firewall, quantify the business impact, or help in rapidly fixing high priority issues. Relying on these tools often results in internal war room and blame game sessions and even more importantly end-user frustration, lost revenues, a tarnished brand, and increased costs. What's needed is a new APM strategy - one that unifies active and real-user monitoring to give you complete First Mile (data center) to Last Mile (end user) visibility and diagnostics. Join Forrester Vice President, Principal Analyst, Jean-Pierre Garbani and Compuware Gomez CTO, Imad Mouline, to learn strategies and best practices for eliminating blind spots across the Web application deliver chain. In this session, the application performance management experts will discuss: • Complexities of today's application deliver and the impact on IT and business • Evolution of APM and limitations of today's APM tools • Best practices for unifying your APM strategy

1. Is your Web Application Performance Doomed?
Imad Mouline - Compuware CTO, APM Solutions
Jean-Pierre Garbani - VP, Principal Analyst, Forrester Research
How issues with browsers, cloud services, third-party providers, the Internet, and your
data center can impact your performance – and what you can do about it

2. Agenda
Complexities of today’s application deliver and the
impact on IT and business
Evolution of APM and limitations of today’s APM
tools
Best practices for unifying your APM strategy

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Jean-Pierre Garbani, Vice President, Principal Analyst

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Controlling complexity is a
major IT issue . . .

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IT and the enterprise
 Application performance is key to enterprise productivity and
business success.
– Transactional applications and business services based on aggregates of
these applications are the business visible component of IT.
– Performances are critical for the overall productivity of the enterprise.
– IT operation must deliver performances are in line with business expectations.
 The current economic conditions favor short-term returns on
investments.
– IT organizations tend to favor tactical over strategic initiatives.
– In light of the poor economic situation, reducing costs tops business goals.
– There's increasing pressure to prove business benefits of any IT spending.

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Complexity example: web based business service
Major
ISP
Local ISP
Mobile
Carrier
Internet
Content Delivery
Networks
3rd Party/
Cloud Services
Browsers
and
devices Users
Storage
Web
Servers
App
Servers
DB
Servers
Mainframe
Load
Balancers
Mobile
Components
Network
Zone of customer expectation
Virtual or Real
Data Center

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Productivity equals application performance
The key to productivity in interactive applications is
response time:
 .1 second is instantaneous.
 1 second is when a response time is perceived.
 10 seconds is when users lose focus on the interaction.
Basic rules
 Simple and frequent tasks: 1 second or less
 Common tasks: 2 to 4 seconds
 Complex tasks: 8 to 12 seconds

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But can IT organizations deliver?

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Complexity management issue
IT complexityBusiness
integration
Manual ability
Time
IT management
gap
Saturation
point

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Technology
innovation
Business
service
demand
Cost/value
ratio
$
R&D
Exponential
growth
Things will not improve with time
IT is an autocatalytic process

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Source: October 29, 2008, “Talking To Your CFO About Cloud Computing” Forrester report
Cloud-based services are on the horizon

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What will be naturally in the cloud in 2015?
 Standardized business logic
 Horizontal business applications
 Multitenant business process platforms
 Simple, standardized infrastructure services (IaaS) like storage and
compute power
What will remain on-premise?
• Most custom-build applications
• Application implementing customer’s intellectual property relevant
and competitive business logic
How will we manage complex hybrid applications?

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Management tools evolve with application complexity
System
management
Application
network monitoring
End user experience
monitoring
Java EE and
.NET
management
Database
performance
management
Messaging, Web
services, and SOA
monitoring
Business
transaction
management
Future integration
with business
processes
Analytics and event
processing
One and two
tier applications
Browser-based
applications
N-tier composite
applications
Highly integrated
business services

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The application performance management concept
 Java EE and .NET are at the application core.
– Java EE applications servers seen as the critical technology
– Number of entrants in the monitoring of these applications, closely followed by
an interest in .NET
– Acquired by larger IT management vendors
 BSM and application mapping
– But the granularity of dependency mapping at the application level isn't
sufficient to be a template for transaction performance management
 APM evolved into a broader monitoring solution.
– Complex applications, using Web services, SOA, and multitier aggregation
– Problems can now come from a number of directions .
– APM started to include other forms of monitoring, such as end user experience,
infrastructure, and database to complement the Java EE and .NET monitoring.

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The business transaction monitoring concept
 Applications are really seen through business transactions.
– Performances are perceived at the transaction level.
– Transactions are not created equal.
 Global monitoring is not sufficient to debug transaction performance
issues.
 Business transaction monitoring, with the possibility to map in real time at
the individual transaction level, appears alongside APM solutions.
 Business transaction monitoring solutions provide transaction visibility and
problem identification but not the monitoring depth of APM.
 Is the ideal solution an APM-BTM convergence?

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The Forrester APM Reference Model
Major
ISP
Internet
Storage
Web
Servers
App
Servers
DB
Servers
Mainframe
Load
Balancers
Mobile
Components
Network
Collect transaction response time
Inside Outside
Zone of customer expectationMap the transaction components
Zone of customer expectationMonitor the transaction components

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The Forrester APM Reference Model
 Collect response times by transaction, and determine the first level-
alerting criterion.
 Understand and map all the components of the transaction.
 Monitor applications themselves. This includes all types of applications.
 Monitor performance of the database(s).
 Monitor the physical and virtual components of the infrastructure.
 Combine all these parameters.
 Provide all this information on a “single-pane-of-glass” dashboard.

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End user
experience
monitoring
Database
monitoring
Application
monitoring
Infrastructure
monitoring
Role-oriented,
real-time
dashboard
Combined
analytics
Transaction
mapping
Real user
performance
monitoring
Synthetic
user record
playback
Java EE and
.NET
monitoring
Messaging
monitoring
Portal and
Web server
monitoring
Packaged
application
monitoring
Database
performance
analytics
Database
performance
monitoring
Mainframe
performance
connector
Network and
server
monitoring
Virtual world
monitoring
Custom
application
monitoring
CMDB
connector
The Forrester
APM Reference Model

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Conclusion
An application performance management solution:
 Understands the infrastructure supporting the transaction
 Collects data and events from all transaction components, including
virtualization and cloud
 Integrates all events and data on a single pane of glass for proactive
analysis
 Guide IT operations in identifying the component at fault
 Determine transaction criticality
 Allows deep dive on component (of all nature) at fault

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Recommendations
 Understand the complexity level of your business services. This should be
assessed in a business dimension and in an IT operation dimension but with an eye
to what’s coming down the pike.
 Inventory the monitoring products installed in your operation. Conduct a
thorough assessment of the value and potential for integration of each of these
products, sorting what should be replaced and what should be kept.
 Conduct an analysis of the solutions available on the market. Create a gap
analysis between installed solutions versus a comprehensive performance
management solution using the Forrester reference model.
 Conduct an economic analysis. This analysis should take into consideration the
efficiency of the end result. For example, how many brownouts and downtimes
could have been avoided with the right solution, and privilege these long-term
benefits over short-term savings in license costs.

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Thank you
JP Garbani
+1 239.352.0129
jgarbani@forrester.com
www.forrester.com

22. Imad Mouline - Compuware CTO, APM Solutions

23. Examples and Recommendations based on JP’s Conclusions
An application performance management solution:
 Understands the infrastructure supporting the transaction
 Collects data and events from all transaction components, including
virtualization and cloud
 Integrates all events and data on a single pane of glass for proactive
analysis
 Guide IT operations in identifying the component at fault
 Determine transaction criticality
 Allows deep dive on component (of all nature) at fault

24. The Browser Is Becoming THE Integration Platform
8.87

25. By The Numbers
Number of hosts accessed directly by the browser, per user
transaction, averaged across 3,000 companies
Measurement
city
Number of hosts per
user transaction
Hong Kong 6.82
Beijing 8.87
London 7.95
New York 9.82
Frankfurt 8.71
Paris 10.12
Stockholm 10.48
Helsinki 12.71

26. Amazon EC2 Region Percentage
EC2 Asia Pacific - Singapore 0.151
EC2 EU - Ireland 1.578
EC2 US West - Northern California 2.066
EC2 US East - Northern Virginia 24.144
TOTAL 27.938
Enterprises ARE Adopting Cloud Computing
Percentage of web app transactions that include at least one
object hosted on Amazon EC2
Amazon EC2 Region Percentage
EC2 Asia Pacific - Singapore 0.151
EC2 EU - Ireland 1.578
EC2 US West - Northern California 2.066
EC2 US East - Northern Virginia 24.144
TOTAL 27.938

27. The Web Application Delivery Chain
The Challenge of Delivering Web Applications
Systems
management
tools: “OK”
…user is
NOT happy
Major
ISP
Local ISP
Mobile
Carrier
Internet
Content Delivery
Networks
3rd Party/
Cloud Services
Browsers
and devices UsersUsers
Storage
Web
Servers
App
Servers
DB
Servers
Mainframe
Load
Balancers
Mobile
Components
Network
Traditional zone
of control
© 2010 Forrester Research, Inc. Reproduction Prohibited9
Conclusion
An application performance management solution:
 Understands the infrastructure supporting the transaction
 Collects data and events from all transaction components, including
virtualization and cloud
 Integrates all events and data on a single pane of glass for proactive
analysis
 Guide IT operations in identifying the component at fault
 Determine transaction criticality
 Allows deep dive on component (of all nature) at fault

28. The Web Application Delivery Chain
The Challenge of Delivering Web Applications
Systems
management
tools: “OK”
…user is
NOT happy
Major
ISP
Local ISP
Mobile
Carrier
Internet
Content Delivery
Networks
3rd Party/
Cloud Services
Browsers
and devices UsersUsers
Storage
Web
Servers
App
Servers
DB
Servers
Mainframe
Load
Balancers
Mobile
Components
Network
Traditional zone
of control

29. Major
ISP
Local ISP
Mobile
Carrier
Internet
Content Delivery
Networks
3rd Party/
Cloud Services
Browsers
and devices UsersUsers
Storage
Web
Servers
App
Servers
DB
Servers
Mainframe
Load
Balancers
Mobile
Components
Network
The Web Application Delivery Chain
• Network peering
problems
• Outages
• Inconsistent geo performance
• Bad performance under load
• Blocking content delivery
• Incorrect geo-targeted content
• Configuration issues
• Oversubscribed POP
• Poor routing optimization
• Low cache hit rate
• Network peering
problems
• Bandwidth
throttling
• Inconsistent
connectivity• Configuration
errors
• Application
design issues
• Code defects
• Insufficient
infrastructure
• Poorly
performing
JavaScript
• Browser/device
incompatibility
• Page size
too big
• Too many
objects
• Low cache
hit rate
• Network resource
shortage
• Faulty content
transcoding
• SMS routing /
latency issues
The Challenge of Ensuring Quality Web Experiences
Zone of customer expectationZone of customer expectation
Systems
management
tools: “OK”
…user is
NOT happy
Zone of customer expectationZone of customer expectationTraditional zone
of control
Traditional zone
of control

30. Major
ISP
Local ISP
Mobile
Carrier
Internet
Content Delivery
Networks
3rd Party/
Cloud Services
Browsers
and devices UsersUsers
Storage
Web
Servers
App
Servers
DB
Servers
Mainframe
Load
Balancers
Mobile
Components
Network
Pinpointing Problems and Optimizing Performance
The Web Application Delivery Chain
Is it my
data
center?
Is it an
ISP or the
Internet?
Is it a
3rd party
provider?
Is it a
browser or
device?

31. Is it my datacenter, the Internet, my vendor or a
browser/device issue?
Focus on the most critical business issues
Quick identification of root cause
© 2010 Forrester Research, Inc. Reproduction Prohibited10
Conclusion
An application performance management solution:
 Understands the infrastructure supporting the transaction
 Collects data and events from all transaction components, including
virtualization and cloud
 Integrates all events and data on a single pane of glass for proactive
analysis
 Guide IT operations in identifying the component at fault
 Determine transaction criticality
 Allows deep dive on component (of all nature) at fault

32. Is it my datacenter, the Internet, my vendor or a
browser/device issue?
Focus on the most critical business issues
Quick identification of root cause

33. “Single Pane of Glass” requires unifying monitoring approaches
Internet
Web
Servers
Load
Balancers
App
Servers
Data
base
Users
Synthetic Tests
Gomez
Backbone
Agents
Real User Traffic
RUM metrics Active monitoring
metrics
Business impact prioritization
Rapid root cause isolation
Rapid time-to-value
Gomez SaaS Platform
Gomez
First Mile
appliance

34. Use Case Scenarios
Scenario #1: Problem inside data center
Scenario #2: Problem with third party
Major
ISP
Local ISP
Mobile
Carrier
Internet
Content Delivery
Networks
3rd Party/
Cloud Services
Browsers
and devices UsersUsers
Storage
Web
Servers
App
Servers
DB
Servers
Mainframe
Load
Balancers
Mobile
Components
Network
• Scenario 1 • Scenario 2

35. Data Center Problem: Identification
Is it my datacenter, the Internet, my vendor or a client issue?
Focus on the most critical business issues
New operations Dashboard organized by alert severity
Shopping Cart Transaction:
Severe alert with a response
time over 9 seconds
Root Cause Indicators instantly
highlight an issue in the data
center
© 2010 Forrester Research, Inc. Reproduction Prohibited11
Conclusion
An application performance management solution:
 Understands the infrastructure supporting the transaction
 Collects data and events from all transaction components, including
virtualization and cloud
 Integrates all events and data on a single pane of glass for proactive
analysis
 Guide IT operations in identifying the component at fault
 Determine transaction criticality
 Allows deep dive on component (of all nature) at fault

36. Data Center Problem: Identification
Is it my datacenter, the Internet, my vendor or a client issue?
Focus on the most critical business issues
New operations Dashboard organized by alert severity
Shopping Cart Transaction:
Severe alert with a response
time over 9 seconds
Root Cause Indicators instantly
highlight an issue in the data
center

37. Data Center Problem: Quantification
How many users are impacted by poor performance?
Drill into details of shopping
cart transaction
Further drill into trends over
time
Problem is with the “Cart” page
specifically and is impacting
26% of 3,235 Users
Problem is with the “Cart” page
specifically and is impacting
26% of 3,235 Users
© 2010 Forrester Research, Inc. Reproduction Prohibited12
Conclusion
An application performance management solution:
 Understands the infrastructure supporting the transaction
 Collects data and events from all transaction components, including
virtualization and cloud
 Integrates all events and data on a single pane of glass for proactive
analysis
 Guide IT operations in identifying the component at fault
 Determine transaction criticality
 Allows deep dive on component (of all nature) at fault

38. Data Center Problem: Quantification
How many users are impacted by poor performance?
Drill into details of shopping
cart transaction
Further drill into trends over
time
Problem is with the “Cart” page
specifically and is impacting
26% of 3,235 Users
Problem is with the “Cart” page
specifically and is impacting
26% of 3,235 Users

39. Data Center Problem: Resolution
Where is the problem in my infrastructure?
Is my load balancer “balancing” properly?
Do I have a problem with a specific web server?
Web Server 3
Specific issue with Web Server
creating response time
degradation
© 2010 Forrester Research, Inc. Reproduction Prohibited13
Conclusion
An application performance management solution:
 Understands the infrastructure supporting the transaction
 Collects data and events from all transaction components, including
virtualization and cloud
 Integrates all events and data on a single pane of glass for proactive
analysis
 Guide IT operations in identifying the component at fault
 Determine transaction criticality
 Allows deep dive on component (of all nature) at fault

40. Data Center Problem: Resolution
Where is the problem in my infrastructure?
Is my load balancer “balancing” properly?
Do I have a problem with a specific web server?
Web Server 3
Specific issue with Web Server
creating response time
degradation

41. Third Party Problem: Identification
Is it my datacenter, the Internet, my vendor or a client issue?
Identify third party issues immediately
Easily drill into third party
Product Search shows a severe
alert with a response time
over 3 seconds
Root Cause Indicators highlight a
third party issue
Drill into third party
contributors

42. Third Party Problem: Historical Analysis
Trend Third Party Performance over time
Ad Vendor shows marked
degradation of performance
Chart shows third party
trending over time

43. Data Center n-Tier Deep-Dive
Gomez First Mile One Chart
Business and User Impact
“Outside In” Response Time
Data Center Response Time
Web Server Infrastructure
Vantage Multi-tier Report
Multi-tier analysis (Web, App, DB)
Response Time at each Tier
Transaction analysis
Java / .NET Method Analysis
… In Context with Gomez Alert
1 2

44. Summary
“At a Glance” status of
business critical transaction
 Identify “alerting”
transactions
 Immediate fault domain
isolation
Transaction detail drill down
 View transaction level
performance details and
trends
 View business impact
Fault domain drill down
 Isolate problem root cause

45. Q&A
Imad Mouline - Compuware CTO, APM Solutions
Jean-Pierre Garbani - VP, Principal Analyst, Forrester Research