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<Insert Picture Here>

How You Can Optimize Siebel for Today and Prepare for the FutureVenkatesh Seenivasan Michel KnopsVenkatesh Seenivasan Michel KnopsPrincipal Product Manager E-Business Consultant, MeasureWorks

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver anycontract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions.The development release and timing of anyThe development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

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Agenda

<Insert Picture Here>• Introduction• Siebel Management Best Practices• Siebel End User Experience

M tManagement• Demonstration

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Enterprise Manager Overview

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Business-Driven IT Management

6© 2010 Oracle Corporation 6

Application Management SuitesG CEnterprise Manager Grid Control

Common Capabilities• One-step Discovery• Topology Viewer• Service Level Mgmt

• RUEI Accelerators• Out-of-box Service Models.• System/App Monitoring

• Configuration Mgmt• Root Cause Analysis• Test AutomationService Level Mgmt System/App Monitoring

Customization Mgmt

Patch Manager

Setup Manager

Tribal Knowledge

Config MetricsCross Instance

Business MetricsOut-of-the Box

ProcessHI Comp Support

EBS

Setup Manager Patch

PeopleSoft

HI Comp. Support

Siebel

Cloning Automation

OAM Integration

App Change Mgmt

Cloning Automation

PeopleSoft Tools Int.

App Change Mgmt

Cloning Automation

SARM Integration –End user metricstransactions diag.

SARM Integration –End user metrics

transactions diagnosis

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transactions diagnosis

Best Practices

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Key Best Practices

1Turn

3Monitor

2Use SARM

OnSARM

ConfigurationChanges

with other Oracle Tools

In a multi tiered topology and with database connection pooling there was noIn a multi-tiered topology and with database connection pooling, there was no deterministic way to tie a database transaction and detect performance

bottlenecks for interactive user workload. With SARM, Siebel Application can self-detect and correlate these type of problems, EM Grid Control Integration gives a

single consolidated view across modules

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single consolidated view across modules

<Insert Picture Here>

Best Practice #1:Turn SARM On At All TimesTurn SARM On At All Times

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Top Technical Challenges

Siebel TasksTasks are not completed

Siebel Components Availabilitycompleted

often, ex:- Orders not sent- Database not

synchronizedT ti t

Availability- Object managers go offline- No session can be started- # of tasks maxed out- Components hangs or crashes- Transactions not

processed- Records not updated

crashes

Multi-tier architecture- No easy way to correlate process to database load

Heterogeneous Platforms:Windows Mid Tiers process to database load

- No easy way to correlate database load to user interactive workload

- Windows Mid-Tiers- Unix Back-emd- Mobile Gateways

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What is SARM?Siebel Application Response MeasurementS ebe pp cat o espo se easu e e t

1 Light weight Application Diagnostic1 Light weight Application Diagnostic Framework

2 Collect Critical Data Inside Siebel

3 Profiles Execution Request Throughout Siebel ServerThroughout Siebel Server

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Sample Questions Addressed by SARM

Where is the bottle neck for the order

transactions #0045 submitted by user:john?

Where is the bottle neck for the order

transactions #0045 submitted by user:john?submitted by user:john?submitted by user:john?

How much CPU and memory were

How much CPU and memory were y

consumed in the transaction

yconsumed in the

transaction

How many componentsHow many componentsHow many components were invoked during the

transactions

How many components were invoked during the

transactions

Which user screens, sessions, scripts,

workflows were involved in the transaction?

Which user screens, sessions, scripts,

workflows were involved in the transaction?

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in the transaction?in the transaction?

SARM Components

Instrumentation ToolsFramework

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SARM Architecture

SARM Buffers

Siebel Server

C tInstrumentation

PointComponents Point

Flush

SARM Post Processing

ToolFile

SystemFile

System

Oracle Enterprise

Manager 11g

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SARM Parameters

• Set SARM parameters on the Siebel Server• Set environment variables on the Web server and Dedicated

ClientParameter Display Name

Parameter Alias Environment Variable Description

SARM Granularity Level

SARMLevel SIEBEL_SARMLevel Level-of-detail0 (off)Level 0 (off)1 (monitoring)2 (diagnostics)

SARM Buffer Size SARMBufferSize SIEBEL_SARMBufferSize In-memory buffer size (bytes)Range: 100,000 – 50,000,000Range: 100,000 50,000,000Default: 5,000,000

SARM Period SARMPeriod SIEBEL_SARMPeriod (Siebel Server only)Buffer flush period (minutes)Range: 1 – 60; Default: 3

SARM Max Number of Files

SARMMaxFiles SIEBEL_SARMMaxFiles Per component instanceDefault: 4; No upper limit

SARM Data File Size

SARMFileSize SIEBEL_SARMFileSize Maximum file size (bytes)Default: 15,000,000; No upper

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limit

Ways to Enable SARM

Universally Enabled Selective On Demand

Specific Component(s) Specific User(s)8 x only

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8.x only

Tools to Enable SARM

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SARM Benchmark Results

3-4% CPU< 40 microseconds per call

1 microsecond = one millionth of a second

Benchmark Test

SARM L l 2 SARM L l 1 SARM Off

• Call Center 1 Load Test• 500 Concurrent Users, 30 seconds think time

SARM Level 2 SARM Level 1 SARM OffApp CPU (Total %) 88.18% 88.05% 84.25%Avg RT (sec): 0.61 0.6 0.6

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<Insert Picture Here>

Best Practice #2:Use SARM With OtherUse SARM With Other Oracle Tools

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Managing Siebel Application PerformanceComplete SolutionCo p ete So ut o

Application Management Suite f Si b l

Web Server

for Siebel• Real User Experience Insight• Application Performance Management

Oracle Load Testing

for Siebel

SiebelApplication

Server

• Configuration Management

OracleDatabase

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Testing Application ChangesOracle Application Testing Suite

Oracle Functional TestingAutomated functional and regression testing

O l T tOracle Test ManagerTest process management, requirements and defect tracking

Oracle Load TestingAutomated load and performance testing

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Application Testing SuiteUse SARM in Pre-Production Load Tests

• Set SARM to dump data periodicallydata periodically

• Schedule SARM t tireport creation

• Start the Load testStart the Load test

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Siebel Management Capabilities Transaction Diagnostics

• Find Performance Bottlenecks Quickly

• Centralized SARM Log Access

• Graphical PerformanceGraphical Performance Analysis

• Support Team Based DiagnosticDiagnostic

• Integrated into Enterprise Manager

• Support Siebel 7.7 and above

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Application Testing SuiteUse SARM before/after Upgrades and Updates

8 X7 8• Take Performance S h t 8.X7.8Snapshots

C R l 7.8.1.1 7.8.1.2• Compare Results

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Oracle Real User Experience InsightUse SARM in Production Performance Diagnostics

• What is Real User Experience Insight?Real User Experience Insight monitors real user activity to ensure web-based applications perform to expectations provide analysis andbased 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.

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p

Oracle Real User Experience InsightHow does it work?

Pagerequest

Collected data:

Cli t i S i G t i

Internet

esponse

Tim

e•Client-ip, Server-ip, Gateway-ip•Requested URL (Page,Object)•Cookie/Session-id•Referrer•GET & POST requests

l (b )Firewall

SwitchOracle RUEI

Net

work

Re• User client (browser type)

Switch

Webserver

Webserver

Webserver

Oracle RUEI

onse

Tim

e

•Response?•Server error, web site error, Hit OK

•Content of page (i e order

DB DB•Delivered?•Aborted?•Network timeout? Ser

ver

Res

p•Content of page (i.e order details, functional errors)

Use SARM in Production Deployments RUEI and Siebel Transaction Diagnostics

• Find End User Performance Bottlenecks Quickly yusing RUEI

• Diagnose the issue using SARM gDiagnostic feature in Management Pack for Siebel

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<Insert Picture Here>

Best Practice #3:Monitor ConfigurationMonitor Configuration Changes

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Configuration ManagementOracle Configuration Management Solution for Siebel

• Server ManagerConfiguration Administration

IBMCisco

Supp

ort Core Configuration Management

S

Microsoft

HPEMC

Advanced Configuration Management

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Core Configuration ManagementConfiguration Discovery and Modelling

• Single Click discovery – System and Servicesand Services

• Automatic mapping of critical components tocomponents to Service – Helps in Root Cause Analysis

• Collects configurations from sienns.dat, base.txt and .cfg files for gConfiguration Management

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Core Configuration ManagementConfiguration Discovery and Modelling

CMDB ContentConfig ration Management Database

Configuration• Instance attributes• Installations

Configuration Management Database(CMDB)

• Systems and Groups• Topologies• Service Definitions

Policies Images Packages• Policies, Images, Packages• Change history and violations• Dashboard definitions• Administrators RolesAdministrators, Roles,

Calendars, etc

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Core Configuration ManagementConfiguration History and Snapshots

Configuration Management Database(CMDB) Last Monday( ) Last Monday

YesterdayYesterday

TodayToday

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Core Configuration ManagementConfiguration Comparison

• Compare configurations– Saved baseline vs. current installation– One-to-one or one-to-manyOne to one or one to many

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Advanced Configuration ManagementConfiguration Management for Applications

• Discovery and Asset TrackingSimplify Management

• Manage Baseline Configurations• Configuration Policies

IBMCisco

• Manage Application Life Cycle• Configuration Provisioning

Improve Service

Supp

ort

• Extensibility for Custom Applications

R l ti Ch D t tiEnforce Compliance

S

Microsoft

HPEMC

• Real-time Change Detection• Files, DB Objects, Users, Processes• Authorized & Unauthorized Changes

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View and Provision ConfigurationsApplication Configuration Console

• Organize your Assets to match your business

• Simple view – Complex comparisons

• As many views as needed to meet your business needs.

• Find meaningful differences

• Provision the changes

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Dashboard View of Compliance Status Configuration Change Console

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Siebel Performance Management Case Study

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Oracle Real User Experience Insight –Oracle Real User Experience Insight managing Siebel from the end user perspective

Michel Knops 20 September 2010

Objective

IntroducingMeasureWorks

What we typically see…

Siebel from the end user perspective ‐ Oracle Real User Experience Insight

Measure and manage capacityMeasure and manage capacity

Speed matters!

Analysing global Siebel issues

I d iIntroducingMeasureWorks

MeasureWorks helps itsMeasureWorks helps its

customers optimizing

the end user experience of 

mission critical businesses applications, pp ,

in terms of 

f il bilit d itperformance, availability and capacity

We assist our customers in…

Understanding the service quality perceived by their customer

Implementing and using Oracle Real User Experience Insight: ORUEI

Implementing end‐to‐end performance and capacity management

Wh i llWhat we typically see…

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Customers and environments (1)

Our customers

Enterprise, multi‐national level

Strong position in financial services, travel and transportation

Typical business environments

Mostly online services today, 

Shifting to enterprise applications like Siebel, SAP

Mission critical to customerMission critical to customer

High volume, but not always

Customers and environments (2)

Typical technical environment

Complex, multi‐tiered

Hybrid hardware landscape: IBM, SunOracle, HP

Hybrid software landscape: WebSphere, .Net, Apps (Siebel, SAP…)

Hybrid enterprise management (mix EM, Tivoli, OpenView, BMC)Hybrid enterprise management (mix EM, Tivoli, OpenView, BMC)

Sample environmentOnline banking services: full banking service package

4.5 million active user accounts

1mln+ visitors per day

l h f l4 customers portals, each consisting of 20‐25 applications

100+ servers in tiered front‐end (production only)

Complex IT architecture (front‐end/enterprise servicebus/back‐end)

V hi h l d t j t i i b t l t ti d thi th t ithVery high loads: not just pageviewing, but real transactions…and everything that comes with that: security, audit trailing….

Siebel from the end user perspective

I f t t

IT Operational view

SLM

End User view

DB LogsDiverse

InfrastructureStats

SLMPack

OracleRUEI

End user MainframeWeb FrontendSwitchFirewallRouter

Siebelfrom the end user

perspective

Oracle RUEI

Oracle Real User Experience Insight

PagerequestCollected data:

Cli t i S i G t i

Network

esponse

Tim

e•Client‐ip, Server‐ip, Gateway‐ip

•Requested URL (Page,Object)

•Cookie/Session‐id

•Referrer

•GET & POST requests

Firewall

SwitchSniffing

Net

work

Re

Switch

Appserver

Appserver

Appserver

Sniffing

onse

Tim

e

•Response?

•Server error, web site error, Hit 

OK

•Content of page (i e order

DB DB•Delivered?

•Aborted?

•Network timeout? Ser

ver

Res

p•Content of page (i.e order 

details, functional errors)

Measure and manage capacity!

Siebel overall usage

Siebel

Usage per screen…

What commands were used?

What Siebel views/applets shown?

Siebel usage server mapping

Capacity management (1)

Server usage

Page usage

Capacity management (2)

Capacity forecast, actuals and maximumMax. number of pageviews per hour 

1.200.000

800 000

1.000.000

600.000

800.000

Page

view

s

Christmas

200.000

400.000

Actual trafficT ffi F t

0

mei

-06

jun-

06

jul-0

6

aug-

06

sep-

06

okt-0

6

nov-

06

dec-

06

jan-

07

feb-

07

mrt

-07

apr-

07

mei

-07

jun-

07

jul-0

7

aug-

07

sep-

07

okt-0

7

nov-

07

dec-

07

jan-

08

feb-

08

mrt

-08

apr-

08

mei

-08

jun-

08

jul-0

8

aug-

08

okt-0

8

nov-

08

dec-

08

sep-

08

Traffic Forecast

MAX capacity

Safety capacity

Speed matters!

Overall Siebel performance

End user performance sastisfaction

Correlate performance to user issues

Analysing global Siebel issues

Analysing global Siebel user behaviour

What errors occured?

Zoom in on errors

Review of user sessions

Analysing user issues

www.measureworks.nlwww.measureworks.nlmknops@measureworks.nl@michelknops

Demo

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Oracle Enterprise Manager 11gResource Center

Access Videos, Webcasts, White Papers, and More

Oracle com/enterprisemanager11gOracle.com/enterprisemanager11g

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Oracle Enterprise Manager DemogroundsD E M O T I T L E L O C A T I O ND E M O T I T L E L O C A T I O N

Oracle Real Application Testing: Database Replay Moscone West

Oracle Real Application Testing: SQL Performance Analyzer Moscone West

Self‐Managing Database: Automatic Performance Diagnostics Moscone West

Self Managing Database: Automatic Fault Diagnostics Moscone WestSelf‐Managing Database: Automatic Fault Diagnostics Moscone West

Self‐Managing Database: Automatic Application and SQL Tuning Moscone West

Application Quality Management: Application Testing Suite Moscone South ‐ S022

Real User Monitoring with Oracle Enterprise Manager Moscone South ‐ S021

Si b l C li i M S hSiebel CRM Application Management  Moscone South ‐S024

Real User Monitoring with Oracle Enterprise Manager Moscone West

Oracle WebLogic Server Management and Java Diagnostics Moscone West

SOA Management with Oracle Enterprise Manager Moscone WestSOA Management with Oracle Enterprise Manager Moscone West

Oracle Business Transaction Management Moscone West

Push Button Provisioning and Patch Automation Moscone West

Smart Configuration Management Moscone West

Oracle Enterprise Manager Ops Center Moscone West

Managing the Enterprise Private Cloud Moscone West

System Management, My Oracle Support, and Oracle Enterprise Manager Moscone West

Self Managing Database: Change Management for DBAs Moscone West

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Oracle Enterprise Manager: Complete Datacenter Management Moscone West

Self‐Managing Database: Data Masking for DBAs Moscone West

Additional Oracle Enterprise Manager SessionsM d S 20 L iMonday, Sept. 20 Location

• 11:00am – Oracle@Oracle: How Oracle IT Achieves High Application Service Levels

• Moscone W L2, Rm 2020

11 00 E d t E d A li ti M t T T Ti• 11:00am - End-to-End Application Management: Top Ten Tips and Techniques • Moscone S Room 305

• 12:30pm – Day in the Life of a DBA: End-to-End Management with Oracle Enterprise Manager • Moscone S Room 303

• 12:30pm - Automate Oracle E-Business Suite Testing With Oracle Application Testing Suite

• Moscone W L2, Rm 2020

• 2:00pm - How we built our Private Cloud with Oracle Enterprise • Moscone S Room 102Manager: The Verizon Story Moscone S Room 102

• 2:00pm - Mission Critical Database Monitoring with Enterprise Manager-Real World Lessons • Moscone S Room 309

2 00 H Y C O ti i Si b l A li ti f T d M W L2 R• 2:00pm - How You Can Optimize Siebel Applications for Today and Prepare for the Future

• Moscone W L2, Rm 2001

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Additional Oracle Enterprise Manager SessionsM d S t 20 L tiMonday, Sept. 20 Location

• 3:30 pm - General Session: Enterprise IT and Cloud Computing • Moscone S Rm 102

• 3:30 p.m.- "Lost in Transaction": Managing Business Transactions across Distributed Systems • Moscone S Rm 310Transactions across Distributed Systems

• 3:30 p.m.- Accelerate/Streamline Your Unicode Migration: Oracle Unicode Migration Assistant • Moscone S Rm 252

• 3:30 p m - Avoiding SQL Performance Regressions: New• 3:30 p.m. - Avoiding SQL Performance Regressions: New Techniques for Solving an Old Problem • Moscone S Rm 303

• 3:30 p.m - Business-Driven Application Management and End-to-End Performance Diagnostics

• Moscone W L3, Rm 3024

• 5:00 p.m.- Application Change & Configuration Management: Tales from the Trenches • Moscone S Rm 102

• 5:00 p.m.- Mission Accomplished: Virtualization Powered by Oracle Enterprise Manager • Moscone S Rm 305Oracle Enterprise Manager

• 5:00 p.m.- Managing Oracle WebLogic Server: New Features and Best Practices

• Moscone W L3, Rm 3024

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Questions & Answers

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