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 than @
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. Competitive Positioning Tools: prêt-à-l'emploi

5. SAP UEM vis a vis SAP EEM

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

7. Desktop Agents are superior to Network Appliances

8. SAP UEM and SAP EEM Are Both Needed
Simulated End-User
Mainframe
Application
Tier
Tier
Real End-User
Network
Router
Firewall
Switch
Load
Web
Balancer
Tier
Database
Tier
“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. Experience Management Solutions
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. The Performance Management Vendor Landscape
Simulated End-User
Real End-User
Network
Router
Firewall
Switch
Load
Web
Application
Database
Mainframe
Balancer
Tier
Tier
Tier
Tier
Network
Monitoring
Tools
System
Management
End-user
Monitoring
Synthetic Agents
Network Appliances
Application Monitoring

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

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

15. Evaluation Criteria 1: Where are you measuring?
Industry Analysts
are confirming that
the best point of
for capture of end-user metrics is
The end-user
interface
“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.”
Knoa provides a unique measurement tool which enables you to view the performance of SAP from the user’s perspective.
…….to see what your end-users are seeing………
…….and experience what your end-users are experiencing………
With Knoa……. you….. are…… there………
So, for the first time, you will have precise metrics and insights on the actual performance of your user community.
So think for a moment about the kinds of critical questions that we can now address to drive adoption, effective use and optimization of user support.
Here are a few.

16. Evaluation Criteria 1: Where are you measuring?
Industry Analysts
are confirming that
the best point of
for capture of end-user metrics is
The end-user
interface
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.
Knoa provides a unique measurement tool which enables you to view the performance of SAP from the user’s perspective.
…….to see what your end-users are seeing………
…….and experience what your end-users are experiencing………
With Knoa……. you….. are…… there………
So, for the first time, you will have precise metrics and insights on the actual performance of your user community.
So think for a moment about the kinds of critical questions that we can now address to drive adoption, effective use and optimization of user support.
Here are a few.

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

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

19. Evaluation Criteria 2: What are you measuring?
Industry Analysts
increasingly acknowledge that
It is important to measure end-user
behavior, and total
Quality of Experience, not just
response times.
“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.” 
Knoa provides a unique measurement tool which enables you to view the performance of SAP from the user’s perspective.
…….to see what your end-users are seeing………
…….and experience what your end-users are experiencing………
With Knoa……. you….. are…… there………
So, for the first time, you will have precise metrics and insights on the actual performance of your user community.
So think for a moment about the kinds of critical questions that we can now address to drive adoption, effective use and optimization of user support.
Here are a few.

20. Evaluation Criteria 2 : What are you measuring?
Industry Analysts
increasingly acknowledge that
It is important to measure end-user
behavior, and total
Quality of Experience, not just
response times.
“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)”.
Knoa provides a unique measurement tool which enables you to view the performance of SAP from the user’s perspective.
…….to see what your end-users are seeing………
…….and experience what your end-users are experiencing………
With Knoa……. you….. are…… there………
So, for the first time, you will have precise metrics and insights on the actual performance of your user community.
So think for a moment about the kinds of critical questions that we can now address to drive adoption, effective use and optimization of user support.
Here are a few.

21. Evaluation Criteria 3: What do YOU need to do to make it work
Simulated End-User
Real End-User
Network
Router
Firewall
Switch
Load
Web
Application
Database
Mainframe
Balancer
Tier
Tier
Tier
Tier
Synthetic Agents
Network
Monitoring
Tools
System
Management
Knoa
Network Appliances
Application Monitoring
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
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
The implications are manifest in:
Time to value
Cost of implementation
Fragility of monitoring solution to change
Cost of ongoing ownership

22. Application Monitoring Scripts are labor-intensive and fragile to change
> Module: Orders
> Button: New Quote
> Text: Entry
> Button: Add
> Loop
> Button: Quote
> Button: Submit
Goal: Discuss the process the organization would need to go through with monitoring solutions that are script based. How they are created, maintained, why this process breaks when workflows change and why this solution cannot provide a complete coverage
Talking Points:
A cross-application business task is executed
Traditional monitoring solutions must script each step of the way
When a change occurs, the script breaks, and must be reinstrumented 22

23. Application Modeling Eliminates Scripting
Menus
Transactions
Modules
Screens
Fields
Dialogs
Errors
Goal: Describe the template creation process. What Knoa does to be able to monitor all transactions and permutations and how this allows lower TCO
Talking Points:
“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.” 23

24. Complete Coverage for All Transactions
Open Account ? ? ?
Close Account ?
Send Invoice
Goal: We capture all permutations of every transaction for all users unlike sampling and scripting.
Action: Change the transaction names to operations/workflows that would be performed by the prospect and were discovered during your calls.
Talking Points:
It is only by monitoring every step of the process and everything that could go wrong, that you can begin to understand how to optimize end user efficiency and system performance that contributes to the actual task eecution.
Which applications are being used by the business consumers
Which transactions are not important to the business?
How can you be proactive with incomplete info?
Do you really think tomorrow’s problems with be the same as today’s?
Are traditional sampling techniques enough to support your decisions ? 24

25. Avoid Monitoring Scripts
Scripting
Application 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
Goal: Compare script based solution to an out of the box solution provided by Knoa
Talking Points: 25

26. The Key Difference is Knoa’s Monitoring Architecture
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

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

28. Evaluation Criteria 4: Who Uses the Information
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.

29. Knoa Industry Leadership
“Knoa EPM is a Leader in Passive Agent end-user monitoring”
Knoa is increasingly
recognized as the
innovation leader by
Industry analysts and
pundits
“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”