Service Level Agreements SLA Application Performance Management APM

During this webinar you will learn why service level agreements (SLA) are broken today and how you can close the expectation and satisfaction gap between information technology (IT) teams, vendors and the all important users of your enterprise applications. Learn about:
•The expectation and satisfaction gap that enterprise application users have with the service level agreement metrics reported by information technology
•What is this expectation and satisfaction gap, why does it exist, and how can it be fixed?
•Understand how to address and eliminate the phantom save problem "I saved the data and the system lost it"
•Understand how to address and eliminate the phantom performance problem "the system is slow ... it took 9 minutes to do this" which clouds management and executive perspective
•A problem happens, on average, 8 or 9 times before it is reported to the IT service desk -- understand how to know everything about it before it is reported -- understand how to know about this and include it in your SLA calculations and discussions
•What is your ratio of system error to user error -- how can you know? User error, respectfully submitted, is often confused by the user with poor service levels
•Understand how new technologies can impact this problem within your own data center for your major applications such as SAP®, Siebel® and more
•Understand new world rules to manage SLA if you are using an outsource provider for your enterprise applications
•Link core SLA metrics to business intelligence based analytics that ties it all together
•Learn more about standard analytics dashboards with MicroStrategy® or BusinessObjects™

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Closed Caption:

welcome to our webinar today
on service level agreements so let's dig
into our topic today so service level
agreements
I have never found it more contentious
topic
in recent memory service level
agreements
were supposed to provide at Clearview
expected performance yet
that's not what customers tell us today
most
what we hear today when we bring up what
is your service level agreement what are
the KPIs agreed to
if you're talking to the user's they
almost immediately roll their eyes
and and and try to brush off the topic
is something that discussable
because almost all the time the lineup
is in contention
inside your organization with it. over
service level agreements in the same
thing exists
outside the organization new contract
with the vendor
they give you a service level agreement
and typically you're in it. though
sometimes lineup business goes out and
does the same contract and you're in
constant contention
and all it takes is one major event to
remind you that you're at the mercy of
the contract and a contract
and assess LA agreement is not a proxy
for insurance
they're not the same thing so where we
trying to get two for expected
performance
lots got to be defined and the devil in
the details
is in the data collection deriving fax
from that data
and then understanding when you have a
problem in resolving it and reporting on
it after the fact
and this is where the devil in the
details becomes quite complex for
customers
in fact this is where the disagreements
arise mostly in the statements about
backs the users have one view of the
fact
and the provider has a totally different
view
today if you look at the service
level agreements status quo you know you
look at just
that whole a picture I love it because
it shares the racks and racks up
infrastructure unfortunately
because it the technology today I
she has to think this way this is the
right way for them to think given the
tools that they have
it's a everything they talk about with
the users is about
my infrastructure I know the
availability I know the uptime I know
the performance in my database the
throughput
the memory utilization that's my CIO's
dashboard
but it's not enough most of this stuff
is not analytic spaced most at this stop
is not correlated and most to the
trending
is not used much are implemented well
people have a hard enough time
taking all the APM tools and just
getting the alerts set up properly
so really which you've got is a lot of
the information about infrastructure
that makes infinite sense to the IT team
but doesn't really provide
with the users across the hall on the
and becomes the underpinnings of all the
contention that will arise
now is a few flavors at Sl a right so
we deal a lot with internal internal
you're in the same organization
your partners right it's I T in their
line of business
and you've got the big iron software the
great software that runs
applications around the world perhaps
the most well-known product by far
is SAP ERP and all the other SAP
applications we have customers with
seventy thousand seats
our stuff that's really big and software
and no service level agreements
indicate the eyes or is critical between
these two communities as with external
vendors
external vendors are so many examples I
can think up
and the most complicated one might be
a sales force where what if your lineup
businesses goes out contracts directly
for Salesforce
instead of through the proxy if I T and
then runs into moments have time
perhaps not to do anything sales force
does but because the nature of
cloud-based implementation
and runs into unforeseen performance
problems and unmeasurable metrics
and KPIs you're at the mercy other clout
somewhere
and and these are all the different
players are things that our customers
run into
when your external you get all of the
stories
I mean you know let there be known truth
in advertising right
and I don't want to call them the three
great lives I'll call them the three
best stories but goodness gracious
a hundred percent availability on
I don't have anything that's a hundred
percent available in my life
now we try to talk about when we
implement our product
a hundred percent at the transactions
but my engineering team reminds me
everyday
that we'll never get to 100 percent we
always reserved the right when it comes
to availability
I think your locker throughway right
there is no 100 percent availability
their is no such thing as a 100 percent
guarantee
accepted the purest our problems what
does that mean
i've seen this and so many agreements it
means that we go down for an hour every
day
but then we're good for you and then
accion programs cast is over platinum or
gold
and that somehow this would give you
some better benefit over the rest up our
customers
they're gonna get the slope ports in our
network don't where you're going to get
the fast ones
so let the buyer beware an Slaa
especially outward facing is absolutely
positively not an insurance policy
and when you're dealing with an internal
to external relationships
you're really at the mercy of a very
complex contractual agreement
and in the final analysis I'll they're
really not on your team there in
somebody else's team it's going to be
very hard to manage
a external cloud agreements are very
difficult people are getting better at
doing them it's not that the vendors
don't want you to 60
it's just the crowd is new in crowd is
hard and the infrastructure that you've
built up in the biggest IT data centers
is wrapped around
measuring the performance about premise
all the APM tools all the dashboards
everything you've got
is best manage for what inside your
tools yet
and that's really how it works and in
the final analysis
when you have a relationship you know
it's about their tools in their truth
natcher experience you know when
when the contract comes down to the hard
strokes
well here's what are true says and that
may not be with you the customer
experienced and it's a constant point of
contention
so really you know as you start to look
across your community
you've got to start addressing the
challenges you face
doesn't Slaa really relate the business
because an Slaa is no more
than a line in the sand about the KP I
that are critical to your business and
or those sufficient
for you to get the right levels of
operational execution to run the
business
successfully and profitably are they
sufficient
for you to get application adoption what
do you think happens
when your availability is low whether or
not you're SLAs right
people don't adopt the applications they
move away they go offline they stop
using
the ERP system this a post using the
going to spreadsheets for couple hours a
day
we see all this from where we sit and
then compliance
I had many customers on the phone I
would estimate eighty-five percent if
you are public companies
which is an amazing metric in you have
compliance issues wherever you are in
the world there are
lots applause about compliance and these
laws require that you maintain
the availability of your system to keep
your transactions running through them
if you don't
you won't get there and and the most
important piece it is really
if you ask a CIA or line of business
exec whether they're on the same side at
the table across the table
they each want to be satisfied each one
their team members to be satisfied
and that's where the greatest and most
unfortunate impact seems to happen
is that satisfaction levels are low in
the area vessel I people are just
really unhappy and they feel that what
you say you're doing
verses what you said you do verses what
they're getting are all different things
perception he is reality
example you tell me I've got performance
I'm telling you I save this transaction
now it's gone
K well did you say
I said I saved it we know now
phantom performance problems and getting
horrible performance
but are 8 p.m. tool say this is what
you're getting
well mister customer can look at their
desk happen say that
not what I'm getting I don't know what
you're measuring
but on my desktop it takes 4 seconds
just for the screams to build out where
you guys seeing back here in the data
center
and all these problems cloud delivery
and the tools that you have are not able
to measure SL a properly
and so it clouds delivery on multiple
fronts
it Impax satisfaction in packs
performance
and it creates a constant barrage of
activity for people on the IT Service
Desk IT Service Desk gets hit with all
of this
it's because you don't have the right
visibility in the right tools
in the final analysis in the enterprise
right it's about the user's
nap you think back to that chart I had
with the huge wall
equipment right everything there was a
bath be
infrastructure and you'd say well are
SLAs all about infrastructure
you know you're very smart technologists
your
your wiring your infrastructure and
that's what it's about
but unfortunately you cannot bring your
ass LA Ink API successfully the beer for
your customers
unless you understand the user
perspective it
dozen work it doesn't work because what
they are seeing
is not what you're giving them so some
new tools have come out in the APM world
we call that User Experience Management
very basic user experience management
unfortunately basic user experience
management
is a short bridge it's not really a
bridge to the user experience
it appear you walk out thirty feet but
when you take the next step you gonna
fall in the water
and the reason is that if you want to
understand the true experience for an
enterprise application
whatever it is let's take SAP ERP SAP
financials are
HR or Business Objects unique
every transaction you need to know
everything that users doing
every button every switch and these
basic tools
let you manually wired a transaction or
two
create a robot or since I something that
kinda tells you cross the network
something's wrong
and then the venues try to help you
correlate this back to some underlying
cause
and if you hold your breath on I don't
want to tell you how to your gonna get
waiting for that to happen
so the bottom line is that the tool set
out there in the 8 p.m. world
is insufficient to tell you what's going
on with your service level agreements
it just doesn't do it customized
measurement tools or even worse
and so the bottom line is that you don't
know what's happening at the desktop
with you users
you have insufficient data in whatever
customers said to me to strike a chord
is
we're pretty much flying blind other
than what we hear from our
APM tools about it for structure and
what our IT Service Desk
tells us sometimes a week later they
figure out
what all these calls were about we just
don't have the data
the users see their desktop we really
don't
right the basic %um tool simulate this
and that but they just don't tell you
what's happening the John Smith or
what's happening to the managers in
Malaysia
or what's happening to the data center
in all Bihar
or or or what's happening with all the
different
on users in a capping in Riyadh it
doesn't
worked that way and you're missing key
variables that you just can't get
so what comes to you is the expectation
gap
use you start to to see an expectation
gap
and it becomes a joke well this is what
I
he says this is what they're supposed to
do but we don't get it and we can never
solve this problem I system is slow
they're losing data they're telling my
me my performance is good but I know it
isn't
the IT Service Desk continues to get
pounded
reputation suffers and the contention
effect satisfaction
and you know what when you have a line
of business has got to book
you know two hundred million dollars
this quarter
and and these issues get in the way of
transactions or business closed
if you're an IP in your explaining your
losing
if you're explaining your losing you
don't wanna be explaining you wanna have
all the information
and the truth be known as you want to be
ahead of the curve you don't want to be
reacting you want to be
proactive and this is really where I
key is today IP drives down the road
with these tools that
that look at the infrastructure and
their blindsided by a barrage of things
that are happening at the user desktop
day turnaround in the windshield broken
time and time again and they don't see
it a foot before it happens most the
time
sometimes they do sometimes they can see
trending it's very hard with APM tools
but sometimes
some other smart systems analyst figure
out how to see some things before they
happen
but if you if you look at our survey on
APM tools you'll find it most the time
that just doesn't happen
and so I T respectfully submitted is
forced to play defense
every day in react mo and then you're
explaining which means you're losing
so best practices in new technologies
now
position a different world you can get
reared up his visibility gap in it.
and you can resolve the expectation gap
in the user community
or at least close it what you need when
you look at your windshield as you drive
your car
issue need to see way down that road in
when problems are coming you need it
work with them
and so the goal is for best practice
how can we you know increase
satisfaction
optimize performance to the business and
really deliver value because
operations go better and so Slaa works
best
and most accurately with the view from
the desktop and that's where technology
is changing everything now
let me frame this opportunity I'll ask
you some questions and you'll see right
away with the answers come from
do you know what the average percentage
or even
the number of system errors that you
have in your production deployments for
your big application do you know what
they are
right do you know what the number user
errors
might be now I know you can't correlate
this percentage
unless you have both numbers so my
questions are a little unfair
I can tell you that when I ask this
question I've CIO's in summer the
biggest companies
in the world respectfully submitted
the smartest of them and the smartest
people on the service desk in a smarter
systems programmers
will give me this answered best today
in our CA or HP or BMC Remedy system
we had 1200 airs which we know
47 percent your system and we identified
and other 200 airs that were low impact
your
APM tools and that is the best you can
get
everything else is using air that takes
a week or two
to thrash out or sometimes you just
never know what they were but they went
away
if you're using this technology today
you're going to have a different answer
you're gonna know that 90 percent if the
air is out there are using air is
respectfully submitted we love our users
but these are facts that we find over
and over
and if you're looking at a real-time
dashboard to the enterprise
using these advanced measurement tools
to drive your SL a
metrics you're gonna see that today he
didn't have 1200
air is reported to the IT Service Desk
you had
11,000 errors %uh which 1200 were
reported
and the remainder were not 18
user errors was not reported yet remains
a source at this status dissatisfaction
and potential contention
and then use to have the air she found
with your APM tools deep in the
infrastructure
and that's where the technology is
today leading-edge less than one percent
of the customers in the world
at we work with hundreds but there's
tens and tens of thousands have you out
there
and this is new-age it's not just
understanding their performance have the
infrastructure
its understanding the performance in the
infrastructure individually at every
desktop
right the moment the last item on a
screen is Phil
and its understand the performance if
the user every user error
everyone every mistake they make every
master data air
and having all that visible to the help
desk and that starts to change the way
you can manage your ass LA's that starts
to bring forward
a sea change in the way that I T in line
of business
and vendors can partner together it's a
very different world
but ninety 9.6 percent if you do not
have this technology in-house
today now if you step back and you say
well what's going on
its a new view towards
where user experience management is now
gone
we're one of the very few vendors in the
world that has an enterprise-class
product which lets you see
each desktop I know at this IP address
this is the actual performance you
experienced and it's not an HTTP strain
I know when your thick client filled the
screen in really responded
right I know through your virtualized
Citrix desktop
I know through your girly right so
that's the step 1 step two is that user
performance management that's the big
deal
because now you're also tracking the
user errors
there is more are aligned benefit to
find
in remediating the performance abusers
today than in that infrastructure
%um virtualized you have made it
redundant your apt to rate around the
pole nine times
you've got back up all these things
instrumented
but yet your users are still in the same
state they were 20 years ago,
you train am you know you give them the
same training course you don't know
really where the air is are well today
now with this technology
you do it's a big change I'll show you
how to change the CIO dashboard
and how it will change s/o late for you
it's really a new classic real time
performance measurement
but it measures both the applications to
act the desktop
and the user's performance in this is
really new ground where the only vendor
doing this for user performance right
now
and we bundled this with their basic %um
tool because it's so compelling
because a drive so much value for our
customers are
if you think about what is this stop it
is an in a lady
integrated analytics framework that
shows both the application performance
at the desktop
as well as the use or performance and it
allows you to now deliver
a very precise understanding of Service
Level Agreement
right I know exactly your pain
I feel your pain I know what your
desktop exactly what's going on
because at the service desk you can get
to the same dashboard you can open them
up and see
wow you know what you didn't save
that document you know at you're right
sometimes problems can happen but we can
see
you didn't save it because inside here
in this user experience management
dashboard you can click down and see
their workflow
and see a compacted for love what they
did I can see
that you had a system where you're
absolutely right the search function
didn't execute and now I've got your
workflow and I can take this
and bring your right into my IT Service
Desk incident right over a functional
support
to figure out what's going on and the
benefits for this
let's go beyond the SL at let's just go
beyond the fact that
our internal customers are going to be a
lot happier we're reducing the number of
calls in the lake
calls and the interrogation to help desk
is all this data is there
this date at that drives this SL a is
now available for you to see
to really change is a bunch any it also
takes IT service
you know to a bigger place because now
you have more resources to start
thinking proactively
nappy think proactively now you look
into that
view that we showed before it's the
windshield down the road
you're not getting hit your now looking
at all these
other transactions that create
the expectation gap between you and your
users
you know about the seven or eight
transactions that they don't report
and now you can start close that gap
your CIO your line of business exec and
have a dashboard it says
here costumes are problems that users
are experiencing
that don't impact vs LA at the
infrastructure
but boy we concede their pain and here's
their frustration let's try to remediate
these things
so that we get better satisfaction
across all of our team environment
and so SLSA invisibility
and having the right KP I start to flow
through into benefit
everywhere so
really what's unique community
technology level
you know I got 19 emails peeking at me
here people want to know about the
technology
right so what we're doing is we're
monetary
each desktop in real time from a desktop
agent
Desktop Agent is the only architecture
that's gonna work with Billy
offline virtualized like Citrix
or anything else you've got and it's
also going to work for cloud we need to
be there there's no other way to do it
right
and 99 percent the tools probably don't
architect that way
right from a user perspective you just
getting stuff that you never had before
so the first thing you're getting
issue going beyond basic you yet you're
not just seeing
some robot or some simulation or some
single scripted transaction you're
seeing
for every user desktop the performance
at every transaction
every screen every button added the box
you get it
carefully submitted 99.9 percent all
there right
and pick any of your applications in
your SAP world which issues ASAP is a
great example
Ave leading enterprise app and one that
will stay that way for many years
for sure and so all that stuff is there
so that's the first hereof what's new
the basic APM tools don't do this day
they don't tell you that every desktop
about every user
and they make you do the work you can do
this manually
if you're ninety you probably know how
to do it but you know how long it will
take you
to wire and script every transaction
in SAP is ERP
the other thing the technology does it's
really important is that when the
customer builds custom transactions
if you're running SAP ERP as a great
example
you have scaly 8 customized transactions
if they built in the SAP framework we
automatically picked them up
automatically at a box you get
everything
so if you're using a scripted tall
you start to find that you're in a
professional services exercise a
biblical proportion
you're gonna have to call your favorite
consultant and probably true
fifty hundred thousand dollars over the
transom just to get
all the work you need done in perpetuity
with this technology comes out the box
and now at the infrastructure level
every single thing is instrumented we
give you data on every desktop
but wait there's more we also instrument
the user
we have every piece if they work flow
captured
every air capture user error
system air and even master data air
right we can see those things so this
data
presents a view to a dashboard that your
organization respectfully submitted has
not had before
enables you to change that they said
you're in touch internal customer
service
and bring addition to it. that has not
existed
in the market today are it's pretty
simple at a basic level be connected all
the sources of transactions
automatically everything that's
happening in the application
8 p.m. kinda goes brought you think
about APM tools
but you get a script things that you got
a script right
this technology is delivered at by app
so you want to cover your SAP world
you pick the modules you need and its
deep it
everything right then the analytics
finds everything that you need to know
it pretty much discovers opportunity and
framed in the dashboards
it's not a proprietary dash it in
standard be I environments like Business
Objects
or even MicroStrategy and so you know
it's flexible in that you can export
that day to do other things with and
finally the most important piece i think
is you can use this data
and make it actionable you can now
measure your service level agreements
with clarity that you've never had
before
mister customer I know exactly what you
experienced on your desktop not an
average value
not some HTTP streaming what you
experience right down to the last moment
that your thick client on that where
JavaScript peace had to build out
and that's a very different perspective
in most if you are not
anywhere near this capability today
the technology is very deep and rather
than dig into these pieces ovett module
by module I want to get you to the demo
because I think that'll doublespeak ten
thousand words
but if you're if you're using this
technology a
for example SAP customers buy this
direct from SAP SAP
user experience management and they have
all the application usage Marshall
screen transactions buttons all the
custom maps
system error using air it's just all
their by IP
a bite you can sort it by users by
category by geography it analytics you
could click and died then search
and and four countries or areas where
privacy laws don't allow we can abstract
the data when we set up so that you can
see the trends
but respect the privacy the Angels
individuals involved in this is
important in some markets like Germany
and other places in Europe
so you have all the things you need to
to get the full benefits yet adapt to
the privacy laws
in terms of architecture it's really
simple what could be better
that's something that can save you lots
of money
not impact your operational environment
not touch the back end
implementing a few weeks and provide the
benefits we describe there's no
integration with your back and it's a
lightweight desktop client
we've installed you know multitudes that
these it's less than one percent of the
processor
footprint on that that it uses
and down it works great its clout ready
so anyway that you need to go you know
we're able to go with you
and this product is in production sites
with just massive quantities abuses we
just went into production
in what are the top 10 pharmaceuticals
in the world with seventy
thousand-plus users and down you know so
our technologies deployed in proven
and at this point I think the risk is
close to
as low as you you've ever wanted to be
on
really and as we get the clothes here to
head to the devil
you can start to see the powerful vision
now the best
perspective on this vision is the one
that ASAP is built at SAP has assembled
a vision for the market
that no other vendor right now can be
SAP has assembled
a view towards a 360 degree perspective
on your internal customer
that doesn't exist anyplace else today
in 99 percent of your organization's
this is really what you have right you
have all this infrastructure tied
together
with these APM tools
and you can see your performance but
it's really at the infrastructure level
you may have a basic %um tall
but it doesn't tell you what's happening
for each of those users its
simulated its robotic it said in it
it's only on one transaction the maybe
tell you something
but things are getting really bad right
and
all that stuff close to the CIA lol but
then you've got your IT Service Desk in
your functional support
dealing with the ninety one point six
percent
whether their report it or not and this
is the state of the union today
and you can do much better than this
SAP's vision
takes customer service to a place right
now
were Oracle and Microsoft really cannot
compete
and the vision is that SAP has racked
this together
to combine user performance and
infrastructure performance
to give you a view all the true activity
in your enterprise that's never been
there before
you'd say wait a minute how can this be
right technology
on the infrastructure side has been
going crazy last 20 years raid and
virtualization
but think about support the combat
training think about the interaction
with your most valuable asset your users
and that's the asset that impacts the
perspective I S away
and how it hasn't changed much in twenty
years what do you do with your new users
we put him in a training course
toussaint recourse to use all the time
what do you do after nine months we were
fresher who'd you refresh well
pretty much everybody right everything
is the same
change management what's happening the
first 30 days when you roll out this
code
well we're gonna have infrastructure
problems and we're going to see those
but you know
most if you change management problems
with the new release
are about the users they're confused
they're not adopting it these new custom
transactions you did that you thought
were great hey guess what
they're not so great they're confusing
people and you have no visibility
until its maxine to the IT Service Desk
or until the light a business executive
walked into the CIO's office and says
this new release year old our is killing
me it's the it's the last week in the
quarter
and i cant get my transactions done and
we hear this
all the time so this you with the world
now you can see
although the system air the desktop
perspective for
execution and
all the places that this will impact
functionality
in a very objective way to break
quantitative way
so now you can target education and
training
not only do I know what my SOA is but I
know the areas in which users are having
problems now I can target training and
save money
I can bring my center of excellence
closer to
to bringing the application adoption
levels where they need to be because now
my fax in my self help
in my SAP experts know where the
problems are
functional support costs can be reduced
and effectiveness can be increased this
is a huge Roli area
between service desk in functional
support we have customers
that are saving a million or 2% per year
operational benefits
because they know what they're SLAs are
and they know the cause of all these
problems
change management is a huge pain point
for CIO's in users everybody hated being
release
and now you're not waiting till things
hit the windshield
you're seeing as far as you can every
second real time
every error in your enterprise and you
don't need to wait
until it hits your IT Service Desk and
fairly full line of business you're
seeing your application adoption
repay 22 million to implement this ERP
system
our best consultant be paid $12 million
to help us get it done
how is it getting used is it getting
used effectively
and now you can see everything and this
is the vision that
the East this technology which in May
Xing Li
starts with getting your ass LA's
correct inaccurate
and then exploiting that data across
this dashboard to give you a very
different view
world and this is the vision that on our
biggest channel has brought to market
because if their capabilities in all
their
Jason products in SAP is implementing
this vision
I have another pharmaceutical customer
that is told me
they're saving between 8 in ten million
dollars in operational benefits this
year
because they conceded performance at the
desktop in the user airs
and as the remediate those errors the RO
I is huge most this stuff is lost
and it all starts with just thinking
about how are you managing your service
level agreements right
so there's a lot to talk about I'm going
to transition a snout to
a yep stank overview the product and I
thank you for your patience with our
are PowerPoint today after you will move
to question so thank you much
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