Monitoring more than real user sessions with HP Real User Monitor

1 ©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

Monitoring more than real user sessions with HP Real User Monitor

John SullivanProduct Manager, HP Software and Solutions

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Agenda

– Recap/Background RUM

• Core capabilities

• Architecture

• Examples with HTTP application

– Monitoring non-HTTP Traffic

– Monitoring multi-tier applications

– Transaction Flow Monitoring

– Other highlights in RUM 9.0

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Common Customer Application Issues

Application Performance problems

• “updating account details…………………”

• “retrieving order……………………………”

Application availability problems

• “sorry your session has been disconnected”

• “Connecting…………………………………”

Application Logic problems

• Error 404 – Page not found

• “sorry couldn’t complete your transaction, error code XZY”

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Using Real User Monitoring to Improve End User Experience

Early warning of actual customer experience

issues

Plus adequate information to prioritize

them

And detailed information in order to resolve them

• Allows for a proactive response

• Warning needs to based on experiences for all users from all locations all the time

• Isolate an issue to one customer, a segment of customers, a location or entire set of customers

• Associate business impact with the issue

• Details of the path the user performed during the transaction

• Details of how the user was truly experiencing the application when the issue occurred

If a service goes down, do you know the business

impact?

Do you have adequate information to quickly

resolve a customer experience issue?

Do you monitor your application based on

customer calls?

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Typical HP Real User Monitor Deployment Architecture

Business Availability Center

RealUser Monitor

End User

Mainframe/Database

Firewall

WebServers Application

ServersSwitch

Load Balancer

Internet

MirroredTraffic

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Using RUM to Monitor End User Experience

User“Stephanie”

User Groups“Branch Staff”

Physical Locations“London”, “Washington”

Logical Locations“Johns Office”“Call Center 2”

App Perspective

Location perspective

User/group perspective

Transaction/Page Perspective

Performance/Availability Over Time

Informational/HTTP/Error Events Analysis

Session Analysis

Session Replay

Metrics Over Time

Application Health

Page/Txn Summary & raw data

Error/EventPerspective

Infrastructure Health

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Agenda

– Recap/Background RUM

• Core capabilities

• Architecture

• Examples with HTTP application

– Monitoring non-HTTP Traffic

– Monitoring multi-tier applications

– Transaction Flow Monitoring

– Other highlights in RUM 9.0

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What if we could do the same for non-web protocols that we can do with the HTTP Protocol?

– That would provide even more application performance visibility

– Improve the ability to more quickly isolate issues

– Provide a solution for applications that are not web-centric

HP RUM 9.0 introduces 3 key new capabilities to enable this:

– Power of the HTTP level of support for non-HTTP protocols

– More than just end user experience, support multi tiered applications

– Transactions flow Monitoring with RUM, discover and monitor transactions path through the backend

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Extending “RUM” to Monitor More Than HTTP

LDAP

Internet / intranet

Firewall

Web servers(load balanced)

Customers

Firewall

DMZ

Network storage device

Application

Application

Database server

Typical ‘HTTP’ monitoring scope

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Extended HP Real User Monitor Deployment Architecture

Business Availability Center

RealUser Monitor

End User

Mainframe/Database

Firewall

WebServers Application

ServersSwitch

Load Balancer

Internet

MirroredTraffic

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Using RUM to monitor application performance

Location perspective

User/group perspective

Transaction/ActionPerspective

Performance/Availability Over Time

Informational/HTTP/Error Events Analysis

Session Analysis

Session Replay(WS Only)

Metrics Over Time

Application Health

Action/Txn Summary & raw data

Client/Application

Infrastructure

Infrastructure Health

App PerspectiveError/EventPerspective

location

Tier Summary

TCP Slow Request

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Agenda

– Recap/Background RUM

• Core capabilities

• Architecture

• Examples with HTTP application

– Monitoring non-HTTP Traffic

– Monitoring multi-tier applications

– Transaction Flow Monitoring

– Other highlights in RUM 9.0

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Moving From a Single Tier to a Multi Tier View

Web Tier

Pages

Transactions

SOAP Tier

Operations

Transactions

DB Tier

Queries

Transactions

Application

Transactions

Web Pages

SOAP Operations

DatabaseQueries

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Looking at BAC itself as multi-tier application

An Example Multi Tiered Application

BAC RUM Engine

HTTP HTTP (REST) MySQL

SQL Server DB

MySQL DB

Oracle

BAC UI Tier

Gateway Tier RUM DB Tier

Management DB Tier

BAC Application

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New Tier based reports

Bringing the Application Together

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So, the New Application Centric Reports and Tier Summary Accelerate Problem Isolation

Application Summary

Breakdown by Tiers – Tier Summary

MySQL Tier Action Summary

Look at Tier Action Summary to help isolate the issue

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You Can Also Take a More Infrastructural View of the Performance/AvailabilityApplication Infrastructure Report

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Agenda

– Recap/Background RUM

• Core capabilities

• Architecture

• Examples with HTTP application

– Monitoring non-HTTP Traffic

– Monitoring multi-tier applications

– Transaction Flow Monitoring

– Monitoring a Citrix environment

– Other highlights in RUM 9.0

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Transaction Flow Monitoring with RUM

– The agent-less transaction monitoring technology is based on an

algorithm developed by the HP RUM R&D team and HP Labs

– It identifies a subset of the application backend model which is relevant

to the specific transaction based on statistical calculation

– It is based on automatic classification of the backend operations and

identify correlations between them

– It works only in aggregated level – not on instances

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Using statistical analysis RUM discovers Transaction Flows

Transaction Flow Monitoring with RUM

Web Server

Web Server

Application Server

Application Server

LDAP

http://bachost/generateReport?type=session&id=1

http://bachost/generateReport?type=session&id=*

http://rum/gateway/getSessionAPI?id=*http://rum/gateway/getSessionAPI?id=1

Select * from sessions where id=1Select * from sessions where id=*

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RUM then uses these discovered patterns to calculate transaction performance

Transaction Flow Monitoring with RUM

Select * from sessions where id=*

http://bachost/generateReport?type=session&id=*

http://bachost/generateReport?type=session&id=1

http://bachost/generateReport?type=session&id=1

Select * from sessions where id=1

http://rum/gateway/getSessionAPI?id=*

RUM searches for operations that match the transactionpattern and add them to the calculation

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Aggregated Transaction Topology Report is a New Report in the Transaction Management ApplicationThe report will show transaction flow and performance from RUM, Diagnostics and TransactionVision

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Agenda

– Recap/Background RUM

• Core capabilities

• Architecture

• Examples with HTTP application

– Monitoring non-HTTP Traffic

– Monitoring multi-tier applications

– Transaction Flow Monitoring

– Monitoring a Citrix environment

– Other Highlights in RUM 9.0

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Citrix Monitoring with HP RUM

Detecting end user issues for Citrix using RUM

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Citrix Session Details

See the per session performance metrics or errors for a specific user.

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Other Highlights

– Shared Reports and Administration across EUM (BPM and RUM), using

common model

– Introduction of Health Indicators (across all BSM Applications)

– New Location model/reports (Shared with BPM)

– Downtime support (common with rest of BSM)

– Support for monitoring Citrix application (Citrix ICA Protocol)

– Automatic classification for pages and actions

– New Security User

– Improved support for distributed applications

– Import/Export RUM configuration

– EUG by User Name (or any other data property)

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Summary

–RUM 9.0 significantly improves the

ability to monitor and isolate issues

in multi-tiered applications

–This is just one of number of a

range of new features in RUM 9.0

–Why not visit the demo area for

more detailed demos

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Q&A

29 ©2010 Hewlett-Packard Development Company, L.P.

To learn more on this topic, and to connect with your peers after

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www.hp.com/go/swcommunity

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Application Perspective – NEW Application Summary View

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Error/Information Perspective

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Location Perspective

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End User (Group) Perspective

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Transaction and Page Perspective

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Application Health