Compuware ASEAN APM User Conference 2013 - Telstra Case Studies
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Transcript of Compuware ASEAN APM User Conference 2013 - Telstra Case Studies
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June 2013
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Java .NET PHP C++ Oracle SAP CICS Big Data
Compuware APM Addressing Application Complexity
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Java .NET PHP C++ Oracle SAP CICS Big Data
true user experience at the
browser/app
synthetic external and internal
Compuware APM A Comprehensive Approach
app and network performance contribution
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Compuware APM
APMaaS
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Key Topics
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Business Requirement: Increase Online Interaction
• Customers faced with poorly performing Web & Mobile applications will transact less online, preferring call centers or competitors – leading to higher costs and lost opportunities
• Poor Web & Mobile applications performance means that users are unlikely to recommend an organization to others which will negatively impact the net promoter score (NPS).
• Increased Web & Mobile interactions means increased complexity
Current Online Service and Sales Transactions Future
6% 35%
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Telstra Use Cases
Web Mobile Cloud Enterprise Big Data
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WEB
• Online Billing
• Online Service Portal
• Customer Services Portal
• Telstra Shop
• Chat
• Tcom Services
• DDC
• Live
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Online Billing
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Online Billing
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Top 5 Recommendations
MQ Connection Opening/Closing
Chatty Communication
Redundant SQL Execution
High Garbage Collection
Frequent MQ Exception Correlated to Trx
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MOBILE
• Telstra 24x7
• AFL
• NRL
• Horse Racing
• Music
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47% of mobile users had a problem in the past year when accessing an app on their phone
Challenge: Mobile & Web App Performance Impacts Business Results
“Mobile apps live and die by their rating in an app store…When the rating suffers, the customer adoption rate suffers.”
Margo Visitacion, VP, Forrester Research
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End-to-End
From The Edge
Browser & Mobile Device
End User Browser
Native App
Third Party
Proxy
The Application
External
External
DB
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Data usage cannot be calculated… (1)
Bad User Experience
documented on Oct 23rd 2012
Errors…
Bad User Experience
documented on Oct 23rd 2012
Slow…
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User has noticed slow “Log In” and had
problems to retrieve the mobile data usage
Data usage cannot be calculated… (2)
By capturing 100% of the user visits
and transactions all the time we can
simply search the user’s visit.
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Data usage cannot be calculated… (3)
User’s visit has been found.
We can verify that the majority of the “Log
In” time is spent on the server side.
Click on “Log In” took 21 seconds.
Log In was frustrating.
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Data usage cannot be calculated… (4)
Requesting mobile data usage
leads to 500 errors
Traffic light indicates that “Log
in” fails partially
Let’s diagnose root-cause.
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Data usage cannot be calculated… (5)
Out of the box we can follow
“Log in” end to end.
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Data usage cannot be calculated… (6)
Many exceptions and errors after calling
“MobileDataUsageMeter” service
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Data usage cannot be calculated… (7)
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Data usage cannot be calculated… (8)
From here we can export the
failed transaction and share
with the development team.
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Data usage cannot be calculated… (9)
Improving user experience
By Managing Business Transactions end-to-end
will naturally lead to increased numbers of
Mobile App users.
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ENTERPRISE
• CRM (Seibel)
• Wholesale Portal
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Telstra CRM (Siebel)
Business impact information
Synthetic performance
Service quality trends
Key enterprise applications
App deliver chain performance
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CLOUD
Telstra Silver Lining
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BIG DATA
• Telstra Digital
