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SAP User Experience Management by Knoa Compared to Other End-User Monitoring Solutions Lori Wizdo Vice President, Marketing Knoa Software Contact:

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Presentation on theme: "SAP User Experience Management by Knoa Compared to Other End-User Monitoring Solutions Lori Wizdo Vice President, Marketing Knoa Software Contact:"— Presentation transcript:

1 SAP User Experience Management by Knoa Compared to Other End-User Monitoring Solutions Lori Wizdo Vice President, Marketing Knoa Software Contact:

2 How is SAP UEM Different You are teaching the customer how to buy… You are also teaching the customer how to differentiate SAP UEM from other solutions/tools that sound the same. These are questions easily handled – if handled well the first time they are asked. If that first answer is not good, the questions linger. You have tools – use them….

3 Competitive Positioning Tools: prêt-à-l'emploi

4

5 SAP UEM vis a vis SAP EEM

6 The Three Types of End-User Monitoring Tools Simulated End-User NetworkRouterFirewallSwitchLoad Balancer Application Tier Database Tier Web Tier Mainframe Tier Real End-User SAP UEM (User Experience Management) Only Desktop Agents Capture Real User Experience At the End-Users’ Desktop Synthetic Transaction Agent Capture Simulated Experience in the Production Environment SAP EEM (End-user Experience Monitoring) Network Appliances Capture End-User Experience In the Data Center CA Wily CEM HP RUM Compuware Vantage Quest Foglight

7 Desktop Agents are superior to Network Appliances

8 SAP UEM and SAP EEM Are Both Needed Simulated End-User NetworkRouterFirewallSwitchLoad Balancer Application Tier Database Tier Web Tier Mainframe Tier Real End-User “End user experience monitoring is the ability to collect response times by transaction and to determine the first level alerting criterion. We believe that this is best achieved by using a passive agent that provides true end user performance and an active agent that provide availability data.”

9 Evaluating End-User Experience Management Solutions Serious Back-up Material

10 The Performance Monitoring Landscape Application Performance Management Frameworks IBM Tivoli; HP Open VIew Resource Monitoring Agents on Server Example: i3 and Solution Manager Application logging and tracing Example: SAP BASIS J2EE and.Net Applications Management CA Wily Introscope; Avicode End-User Experience Management HTTP Network Appliances Example: HP RUM; CA Wily CEM Synthetic Transactions (scripting) Example: HP Business Process Monitor; SAP End-Usee Monitor End-User Passive Agents Example: Knoa/SAP UEM

11 Simulated End-User NetworkRouterFirewallSwitchLoad Balancer Application Tier Database Tier Web Tier Mainframe Tier End-user Monitoring Network Appliances System Management Application Monitoring Real End-User Synthetic Agents Network Monitoring Tools The Performance Management Vendor Landscape

12 Simulated End-User NetworkRouterFirewallSwitchLoad Balancer Application Tier Database Tier Web Tier Mainframe Tier End-User Monitoring Knoa Network Appliances CA/Wily Customer Experience Manager (CEM) HP Real User Manager (RUM) Coradiant Compuware Vantage System Management HP Open View IBM Tivoli BMC Patrol Application Monitoring CA/Wily Introscope Avicode Optier Correlsense Nastel Real End-User Synthetic Transactions SAP EEM Other vendor solutions: HP BAC BMC TM ART A Myriad Or Network Monitoring Tools Net QoS NetOps The Performance Management Vendor Landscape

13 How to Make Sense of it? Evaluation Criteria for End-User Monitoring Where measuring? What are you measuring? Effort Required to Set up and Maintain? Who Uses the information/metrics?

14 Simulated End-User NetworkRouterFirewallSwitchLoad Balancer Application Tier Database Tier Web Tier Mainframe Tier Knoa Network Appliances System Management Application Monitoring Real End-User Synthetic Agents Network Monitoring Tools Evaluation Criteria 1: Where are you measuring?

15 “As applications become more modular, distributed, volatile and interdependent, the only vantage point from which one can gather data that pertains to a given application as an integral whole is the user or customer interface. It would be accurate to say that it (the application) does not exist as an integral whole to be monitored, except as it was being consumed by a user or customer.” Industry Analysts are confirming that the best point of for capture of end- user metrics is The end-user interface Evaluation Criteria 1: Where are you measuring?

16 Not only does a desktop-based agent better reflect the true end-user experience — which the desktop’s performance could strongly influence — but it also provides insight into other parameters such as application usability and end-user behavior. Industry Analysts are confirming that the best point of for capture of end- user metrics is The end-user interface

17 Simulated End-User End-user Monitoring Real End-User Synthetic Agents The Impact of Changing Provisioning Models

18 Evaluation Criteria 2: What are your measuring? Simulated End-User NetworkRouterFirewallSwitchLoad Balancer Application Tier Database Tier Web Tier Mainframe Tier Real End-User Real Transaction Response Times Run-Time Quality Real Utilization User Behavior & Workflow User Proficiency User Performance Real Transaction Response Times (minus) -- LAN/WAN Latency -- Desktop Processing -- Rendering Application Behavior and Interaction with Infrastructure Components Resource Utilization & Availability Of Infrastructure Components Response Times For Scripted Synthetic Transaction Proxies Knoa Network Appliances System Management Application Monitoring Synthetic Agents Network Monitoring Tools

19 Industry Analysts increasingly acknowledge that It is important to measure end-user behavior, and total Quality of Experience, not just response times. Evaluation Criteria 2: What are you measuring? “The preliminary conclusion that we can reach by looking at the type of information provided is that while appliance-based solutions mostly address the business and IT operations, desktop-based solutions address both IT operations and the application development side of the IT organization.”

20 “Vendors will offer all four varieties as components of a single integrated approach to end-user experience monitoring, but the second variety (passive monitoring with network appliance) will likely be subsumed by the third (end-user behavior capture and playback)”. Industry Analysts increasingly acknowledge that It is important to measure end-user behavior, and total Quality of Experience, not just response times. Evaluation Criteria 2 : What are you measuring?

21 Evaluation Criteria 3: What do YOU need to do to make it work Simulated End-User NetworkRouterFirewallSwitchLoad Balancer Application Tier Database Tier Web Tier Mainframe Tier Real End-User Install the “out of box” product Build scripts for each Transaction you want to monitor Maintain scripts every time you change the transactions Install the “out of box” product Install the “out of box” product Build scripts For each Transaction you want to monitor Back-out any live Transactions Maintain Scripts Every time you change the transactions The implications are manifest in: Time to value Cost of implementation Fragility of monitoring solution to change Cost of ongoing ownership Knoa Network Appliances System Management Application Monitoring Synthetic Agents Network Monitoring Tools

22 Application Monitoring Scripts are labor- intensive and fragile to change Monitoring Script > Module: Orders > Button: New Quote > Text: Entry > Button: Add > Loop > Button: Quote > Button: Submit

23 Application Modeling Eliminates Scripting Menus Modules Transactions Screens Fields Dialogs Errors “Knoa's technology is constructed to easily provide coverage of all transactions associated with a given application, not just a sample that is the more typical default approach.”

24 Complete Coverage for All Transactions ?? Open Account ? Close Account ? Send Invoice ?

25 Avoid Monitoring Scripts ScriptingApplication Template Initial Setup  Labor Intensive – Define and script each transaction Quick and Automated – Create application model for automatic discovery of every possible transaction and workflow Transaction Coverage  Minimal – Monitor only scripted transactions Complete – Cover all possible transactions and permutations Maintenance  Expensive – Modify scripts manually for each application or workflow change Not Required – The application model is resilient to changes in the application since they are automatically discovered

26 100% Transaction Monitoring discovers the real performance issues across the entire employee population and the entire application Complete monitoring coverage enables new ‘use-cases’, such as Monitoring adoption and compliant utilization of the entire application Monitoring employee proficiency when using the entire application The resiliency of the Knoa monitoring template dramatically reduces lifetime ‘cost of ownership’ Knoa’s technology eliminates the need for costly, ongoing script maintenance as applications change It is not really possible to monitor the entire application portfolio in use by the end-user population if you have to uniquely configure for each application. The ‘time to value’ is dramatically reduced The Key Difference is Knoa’s Monitoring Architecture

27 Evaluation Criteria 4: Who Uses the Information Simulated End-User NetworkRouterFirewallSwitchLoad Balancer Application Tier Database Tier Web Tier Mainframe Tier Knoa Network Appliances Systems Management Application Monitoring Real End-User Synthetic Transaction Agents Performance Managers Change Managers End-User Support Training Process Management Application Support Application Engineering Quality Managers Application Performance Managers Application Performance Managers Application Support Application Development IT Ops A Myriad Or Network Monitoring Tools IT Ops

28 Knoa Software's solution in this market is grounded in its vision of fulfilling all the End-User experience measurement needs of IT organizations." Knoa is an especially good fit for buyers that: · Focus on true end-user experience monitoring. Knoa’s contention is that many difficulties arise from application usability issues. Consequently, their solution is very strong in analyzing errors and problems at that level. · Want a product that crosses IT operation and application development boundaries. In an integrated IT organization that cares for the end-user experience, it is probably as important to create applications that are easy to use and minimize usability issues as it is to provide good online performance. Knoa’s product allows the whole IT organization to work together on improving end-user productivity. Evaluation Criteria 4: Who Uses the Information

29 Knoa Industry Leadership Knoa is increasingly recognized as the innovation leader by Industry analysts and pundits “Knoa EPM is a Leader in Passive Agent end-user monitoring” “Knoa Software is a Cool Vendor” “The Leader in Driving End-user Productivity” “Overall we are very impressed with Knoa” “Knoa’s products are a gift for our troubled times”


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