Business Service Management (BAC/BSM/APM/NNM)
More than everything monitoring, BSM provides the means to determine how IT impacts the bottom line. Its purpose and main benefit is to ensure that IT Operations are able to reactively and proactively determine where they should be spending their time to best impact the business. This covers event management to solve immediate issues, resource allocation and through reporting performance based on the data of applications, infrastructure, networks and from third-party platforms. BSM includes powerful analytics that gives IT the means to prepare, predict and pinpoint by learning behavior and analyzing IT data forward and backwards in time using Big Data Analytics applied to IT Operations.

Analytics to the rescue: How you can cut MTTR by half and save weeks of work

Find out how we designed a unique Proof of Concept “what if” simulation for analytics data that demonstrated the crucial role they can play in identifying anomalies in real-time and rooting out the original cause of the problems.

Part 7: HP Diagnostics 9.20 – More OOTB options get you going faster

This is the seventh in a series of posts on HP Diagnostics 9.20.  This post discusses new and enhanced out-of-the-box capabilities that will help you be more efficient in your day-to-day activities as well as reduce the amount of time you spend configuring and setting up Diagnostics.

Part 5: HP Diagnostics 9.20 - Monitoring your mobile application, quickly and easily

This is the fifth in a series of blog posts on the recently-released HP Diagnostics 9.20.  This post will talk specifically about a new feature in Diagnostics that will help you monitor your mobile applications; specifically, help you determine where in the application delivery chain the problem with your mobile app might be.

Part 4: Diagnostics 9.20 - Increased flexibility around alerting and thresholds

This is the fourth in a series of posts on HP Diagnostics 9.20.  The first 3 posts talked about new features in Diagnostics called “Java Thread State Analyzer” , “.pdf export”, and “Dashboard Creator”, respectively.  All of these new features discussed how to increase your productivity and efficiency on a day-to-day basis. This post talks about enhancements made to alerting capabilities in Diagnostics, which not only increases your efficiencies, but also provides you more flexibility and options when it comes to alerting.

Part 3: HP Diagnostics 9.20 - Customize your views based on what YOU need to see!

This is the third in a series of blog posts on HP Diagnostics 9.20, which was released during HP Discover.  The previous two blog posts discussed new features - Java Thread State Analyzer and .pdf export - that increase your efficiency when diagnosing an application-related problem.  The next feature, discussed in this post, also talks about increasing how productive and efficient you are and also how you are allowed greater flexibility by being able to customize a dashboard exactly to your needs.

Part 2: Diagnostics 9.20 - Increasing efficiency while enhancing collaboration

This is the second in a series of blog posts around HP Diagnostics 9.20, which was released several weeks ago.  In this post, I discuss a new feature called .pdf export, which (like the Java Thread State Analyzer) also enables greater efficiencies and collaboration for both application developers and IT ops teams.

Part 1: HP RUM 9.20 - drill-down into the user experience of SAP functionality

This is the first in a series of blog posts around the latest release of HP Real User Monitor (RUM) 9.20, which was announced several weeks ago during HP Discover.  Each blog post will discuss new and/or enhanced features of RUM and how they will benefit you.  This post discusses RUM's enhanced support for SAP, allowing you to gain deeper insight into the end user experience of this highly popular software.

Part 1: Diagnostics 9.20 - Increasing efficiency while enhancing collaboration

HP recently launched HP Diagnostics 9.20 which introduces many great new features, in addition to enhancements of many existing features and capabilities.  This is is the first in a series of many blog posts that will discuss new and enhanced features and the benefits you can expect to gain from them.

How often has my app been downloaded? Not HP's definition of monitoring …

While at Mobile World Congress in Barcelona this week, I have heard an interesting theme as I talk with visitors about mobile monitoring. When asked if they are monitoring their mobile applications, their definition of “monitoring” is quite different than mine. Read on to understand what truly defines “mobile monitoring”.

HP Software Customer Forums - coming to a location near you!

Join HP and your peers at HP Software Customer Forums in Houston, Boston, Chicago, and New York City!


These forums are customer-led, best-practice sharing events focusing on automation, predictive business service management, and application lifecycle management.  HP customers are presenting at each forum, so you can get first-hand knowledge of how they are implementing and benefiting from HP software solutions. You will also have the opportunity to talk with HP executives, product managers, and service consultants to learn about HP strategies, roadmaps, migrations, and integrations.


Topics being discussed include:


  • Leveraging intelligent automation of cloud services - realize the benefits of hybrid IT from infrastructure to applications
  • Advancing the "DevOps" agenda - get app developers and IT ops more tightly aligned
  • Using BSM 9.1’s new analytics capabilities - predict issues before they negatively impact your customers
  • Managing business-critical applications for predictability, repeatability, agility, quality, visibility, simplicity and more across their entire lifecycle. 

Dates of the forums are as follows:


Houston - February 22nd

Boston - February 28th

Chicago - March 1st

New York City - March 22nd


Register now for the HP Software Customer Forum to learn how businesses worldwide are discovering a new level of enterprise performance.

Plugging the leaks: best practices for troubleshooting Java Memory Leaks

Java technology is widely used today for server side programming. One of the most prominent issues affecting deployed Java applications is the so called Java memory leak. Because Java offers automatic memory management, Java memory leaks are actually only unintentional object retention cases. However, the former term is universally used and recognized, so we also use it here.


The most important effects of the Java memory leak for long running applications are as follows:

  • the performance of the application degrades over time, because of increasing frequency of the Java Virtual Machine (JVM) garbage collector (GC) runs,
  • the application eventually terminates with an OutOfMemoryError.

This is a serious problem for business critical applications, as it wastes computing (and human) resources, causes unpredictable outages in the IT environment and can lead to lost business.


During this 3 part blog series we will discuss the following topics:

  1.  Understanding Memory Leaks and the challenges faces with diagnosing and fixing Java Memory Leaks
  2. Take a look at traditional troubleshooting approaches
  3. Introduce a new novel approach that will change the way you troubleshoot Java Memory Leaks

ZF Lenksysteme monitors its IT infrastructure and factory production systems with HP APM

ZF Lenksysteme provides steering systems for passenger cars and commercial vehicles. The company uses the HP application performance management solution for proactive, central monitoring of the entire IT infrastructure, including 300+ servers, 600 network devices, and their SAP system

Labels: APM| BAC| BPM| ZF Lenksysteme

Get press exposure on your BSM/APM deployment

 - Are you attending our HP Software Universe event in Washington this year?

- Are you a current HP Business Service Management (BSM) customer - customer who has one or more products from

HP Business Availability Center (any of these products Business Process Monitor/Real user monitor/Sitescope/Diagnostics/Service Level Management/Transaction Vision)

HP Operations Management Center (Operations Manager, Operations Manager i, any of our SPIs)

 HP Network Management Center (NNMi, Performance SPIs, etc)

- Are you happy with your BSM deployment and want to talk about it?

- Do you want to be seen as a leader and innovative company by having your BSM story quoted in press articles?

If you answered yes, to all of the above, then send an email to: with your contact information (your name, company, email and phone number). I’ll call you and we can discuss how to give you and your BSM deployment some great exposure.

Aruna Ravichandran
Group Product Marketing Manager
Application Performance Management ( part of BAC)


Partly cloudy with a chance for IT services

It seems no matter where you look there's an article on the cloud.  What’s even more amazing when you Google "cloud", the first entries are not of cumulus clouds but of cloud computing.  It's probably the hottest topic in IT management.  What I find interesting about cloud computing is not the technology but the way it's transforming IT into a service broker.  I'll give you an example; I recently spoke with a customer who was asked by the business units to provide a management solution for their business applications.   Like many IT shops, they have to become more efficient, provide better levels of services, reduce overall IT costs and just do not have the resources to take on new services.  Knowing of the limitations on resources, the IT manager decided to look into other services that would provide the best level of service to his business but yet still feel like they had control and input into the service provided. 

After looking at several options, the IT manager decided to go with HP's APM (Application Performance Management solution based on HP BAC suite of products) SaaS offering to manage their business applications.  He worked with the business to understand the requirements, the applications usage, and their agreed service levels with the business' partners and customers.  IT then worked very closely with HP SaaS to design and implement the solution.  They estimated that the solution would take 12 weeks to implement across all their business units and applications.  Since IT was a partner with SaaS, acting as a broker between the business and the solution, they were able to go live in 7 weeks.  The business units were happy with having their own BAC dashboard views and reports that allowed them to gain insights into application performance issues.  Some business units also used BAC to trend how customers experience their application in order to tune the application during development.  Since  IT does not have to worry about housing or maintaining the tool, they were able to free up resources to help take on level 1 support for the business unit’s applications.  Also, IT continues to work with HP SaaS and the business to enhance and add new application performance management services. 

When the customer was telling me his story, he never said cloud or IT broker but that was exactly how he was explaining it.  He was requested by the business to support their applications.  Due to lack of resources he turned to a cloud offering (HP SaaS) and acted as a broker between IT and the business.  So many times we forget about the people and the processes and just focus on the technology but I think cloud is starting changing the way IT looks at offering services.  Also notice that IT is not hands-off in the cloud.  IT is just as responsible to make sure the right level and quality of service is being offered and delivered by the cloud provider.  This is why it’s important for IT to view the cloud provider as a partner and to be involved in the requirements, planning and delivery of the IT services.  In the end, the business still sees IT as responsible no matter how the service is delivered. 


HP APM partner in crime with HP's Application Lifecycle Management

Did you know that HP's application performance management is part of HP's application lifecycle management (ALM)? HP has a lifecycle approach to application performance and availability management that focuses on integration, collaboration, and resource sharing—from pre-deployment application development to production application management and back again. For example, the ability to reuse scripts has been available, but collaboration among teams did not occur, because each team did not know what existed among the other teams. The HP approach bridges the gap among development, QA, and IT operations so that your teams can work together more effectively, understand and meet end-user performance requirements, and cut cost, complexity, and deployment time frames. Examples of HP this lifecycle approach with End User Management (EUM) are:  

  • Bi-directional script reuse: You can use reuse artifacts between production environment and QA. Real User sessions can be used generate more realistic test scripts, which can help strengthen testing suite so that you can catch most of the application performance in pre-production, rather than in production. LoadRunner and Quality Center scripts can be used in HP Business Process Monitor allowing you to leverage testing scripts to monitor a production environment, reducing the time required to roll out application into production.  

  • Load modeling analysis: You can create an accurate load test that reflects real-life conditions, using HP Real User Monitor session data.   • Impact analysis: You can measure the impact of changes on the system in production (“before and after” snapshots) or during load testing. You can compare production results with synthetic load results or reproduce production results in the QA lab.  

  • Cross-environment analysis: You can differentiate between code and configuration issues so problems can move to and from production and synthetic load environments  

  • Root-cause analysis: You can identify the underlying cause of performance degradation related to one or more tiers in the system, both in production using real load data or in pre-production using synthetic load data using HP's Diagnostics software.

    • HP Diagnostics software helps identify transaction paths, which makes it very easy for QA or production support to quickly identify and triage application performance problems. It is single tool which can be shared between both production and pre-production environment.

    • HP Diagnostics software helps you improve application availability and performance in pre-production and production environments helping to significantly compress testing and tuning cycles, increase productivity, and accelerate performance problem diagnosis and repair.

    • You can utilize HP Diagnostics software to drill down from the end user into application components and cross-platform service calls to pinpoint and resolve the toughest problems. This includes slow services, methods, SQL, out-of-memory errors, threading problems, and more.

    • It also extends HP LoadRunner and HP Performance Center software capabilities to address the unique challenges of testing and diagnosing even the most complicated, composite applications. It allows you to identify issues early that are often hidden in testing but show up in production, such as a slow memory leak.


Aruna Ravichandran
Group Product Marketing Manager, APM
aru 'at'

Take the next step to maximize your virtualization management ROI – Webinar series

 Take the next step to maximize your virtualization management ROI – Webinar series

HP Software and Solutions recently sponsored a series of virtualization roundtables, run by CIO magazine, where we shared the 2009 study findings on virtualization adoption and challenges. During these events we heard over 100 IT executives tell us their specific needs around virtualization and their desire to continue with the discussion around key areas of virtualization. We’re created a series of webinars to help continue the virtualization discussions including:

• April 13 - Optimizing service modeling, discovery, and monitoring for VMware environments
 • April 14 - Protecting Virtualized Environments from Disaster with HP Data Protector
• April 21 - Testing Smarter and Faster with Virtualization
• April 22 - Improve customer satisfaction and maintain service levels in virtualized environments
• April 27- BCBS of Florida builds a foundation for virtualization with HP Asset Manager
• April 29 - Virtualization: Compliance enforcement in a virtualized world

Register now for one or more of the web events in the April 2010 virtualization series and take the next step in virtualization management.

The webinar pertinent to the area of Application Performance Management is on April 22nd. In this webinar Amy Feldman, Product Marketing Manager for APM, will discuss the challenges of managing applications in virtualized environments while continuing to provide the same level of service quality. Businesses want to know that their quality of service and customer satisfaction will not be negatively impacted by moving critical business applications into a virtualized environment. Detailed approaches will show how to align to the business, maintain service levels and improve customer satisfaction.

During this webinar, you will learn:

  • how to establish Service Levels for virtualized environments

  • monitor from the end-user perspective to improve customer satisfaction

  • show the business that moving to virtualization does not need to disrupt the quality of service

Aruna Ravichandran
Group Product Marketing Manager, BAC

HP Diagnostics - drinking our own merlot

HP Diagnostics enables you to seamlessly monitor,triage, and diagnose critical problems in composite applications—in both pre-production and production environments. This software collects performance and availability data from Java, .NET, and SAP platforms,isolating performance and availability problems and reducing mean time to recovery (MTTR).

What you may not know is that every Diagnostics server is instrumented with our own agent out of the box and provides performance metrics that our R&D team typically use to troubleshoot problems during development and production. This information is not exposed to customers directly but can be accessed via http://<Diagnostics Commander>:2006/query and clicking on “Open Diagnostics” for “Mercury System”.

Michael Haeuptle is one of HP Diagnostics senior architects .  Not only does Michael develop HP Diagnostics but he also uses the product to solve application issues.  Here’s Michael’s story:

During routine performance testing we recently found a slow server request which took on average 17.5 seconds in the last hour.

There was even an instance where it took almost 20s. The glyphs (triangles and circles) represent call profiles for a particular instance in time. A triangle that points upwards represents a maximum call profile, a triangle pointing downwards a minimum call profile and the circle represents an average call profile. By default, Diagnostics collects and keeps two maximum, one minimum and one average call profile for each server request per time bucket (e.g. 5m, 20m, 1h, etc).

This is very powerful! Unlike other solutions, where call profile collection needs to be configured manually, Diagnostics always has call profiles for selected server request instances available which are invaluable for troubleshooting. This is especially important in production where performance problems tend to be sporadic and a call profile is needed right then when a server request is taking a long time.

In our particular case, we drilled down to a maximum call profile and found the following call profile:

The call profile revealed that the method Purger.guessOnDiskSize is called over and over and is the main contributor to the overall time for

Notice the fuzzy bars in the call profile. These measurements come from the new 8.0 stack trace sampling feature that combines the instrumentation approach (where method entry and exit are injected with measurement code) with the sampling approach that causes almost zero overhead but at the expense of not always recording all invocations.  Armed with this information we circled in on the offending code and indeed found that Purger.guessOnDiskSize() was called in a tight loop for every file in the Diagnostics database.  After some refactoring and adding some caching we were able to increase the performance of the method.

Using our own agent for performance analysis and troubleshooting paid off! Having call profiles available all the time without having to manually configure the capture like other solutions require is essential.

This blog was written by Michael Haeuptle, senior architect for HP Diagnostics

HP recognized as a leader in the Gartner's Magic Quadrant for Application Performance Monitoring (APM)

HP application performance management (APM) solutions allow IT organizations to detect, prioritize, isolate, diagnose, and repair, and prevent problems before users and the business are impacted, thereby improving the end user experience and IT staff efficiency.

 In February of 2010, Gartner Inc. released its Magic Quadrant for Application Performance Monitoring, which evaluated 19 APM vendors on the completeness of their vision and their ability to execute. The following graphic, taken directly from Gartner Magic Quadrant for Application Performance Monitoring, Will Cappelli, 18 February 2010, shows the market positioning.

View the full report here.



* This Magic Quadrant graphic published by Gartner, Inc. as part of a larger research note and should be evaluated   in the context of the entire report.

According to Gartner, “Application performance monitoring (APM) now requires coordinated decisions across five distinct dimensions of functionality: end-user experience monitoring; user-defined transaction profiling; application component discovery and modeling; application component deep-dive monitoring; and application performance management database capabilities.”

We believe the HP APM solution meets these requirements with an extensive suite of proven products that help you align IT efforts with business goals and optimize application performance to improve productivity, customer satisfaction, and revenues. HP’s APM solution is a part of HP Business Availability Center, which includes software for monitoring synthetic transactions, real user experiences, service-level management, end to end transaction profiling and tracing, and diagnostics for rapidly identifying and resolving problems.

 View the full report here.

For more information about HP APM solutions, visit .


The Magic Quadrant is copyrighted February 2010 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner’s analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the “Leaders” quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.




How Smartworld customers benefit from BSM-enhanced services

An ICT services provider to enterprises across the Middle East, Smartworld meets and exceeds its customers’ expectations with efficient, high-quality services. HP Business Service Management makes this possible by bridging IT silos and consolidating network, system, and application events. Integration with HP Service Manager enables proactive alerts and ticket creation, accelerating mean time to repair.

In the end, Smartworld optimized IT operations efficiency, delivered superior service levels, and reduced TCO by between 30 and 60%. Now that’s smart.

To learn more about the benefits of BSM at Smartworld

Labels: APM| BAC| OM| SiteScope

Australias largest superannuation administrators achieve amazing ROI with HP's Application Performance Management Solution (BAC)

Last week,I saw this article from a online AUstrialian IT newspaper, and I was amazed to see so many tangible improvement and ROI metrics realized by a company called SuperPartners, who is one of the largest superannuation administratos in Australia, while using our Application Performance Management solution ( End user management (RUM/BPM), Diagnostics, Sitescope) .

SuperPartners services 6.1 million member accounts and 687,000 employee accounts and has more than $68 billion in funds under administration!

Some of the key lines from the article which really stuck me include: For three years running, Superpartners' systems have had an average uptime of 99.7 per cent. Three years ago the figure was 97 per cent. One of the main benefits has been reduced incidents. Between 2005 and 2008, Superpartners experienced a 65 per cent reduction in "severity one" incidents. In 2008 alone, it achieved a 73 per cent reduction in support queues.  They said that Superpartners was expected to begin achieving return on its investment within 15 months, and to have 58 per cent ROI after three years.

If you are interested in reading the whole article, please check out:


Aruna Ravichandran
Sr. Manager, Business Availability Center Product Marketing

HP and Microsoft, how does this help me manage my IT environment?

by Michael Procopio

 HP and Microsoft recently made a joint announcement, saying they intend to invest $250 million over the next three years to significantly simplify technology environments for customers.

 It included many parts of the HP Enterprise Business products. But, what does this really mean to customers who use HP Software & Solutions products?

This was a huge announcement in terms of the number of different parts. The clearest write-up I have seen covering the whole announcement is on a TechNet blog.

Indeed, a portion of this announcement was to say ‘these two companies are writing a $250M check to fund additional R&D on joint solutions.’ I’m guessing that means some smart folks got together and realized that expanding the long-standing relationship between the two companies would have an extremely positive impact for customers.

I have seen a number of blog posts that don’t seem to ‘get’ the value in the announcement. However, Jim Frey, in aNetwork World blog post, seems to understand what we are trying to accomplish. He wrote:

“The result could just be the most complete story for Cloud that we have seen to date. It includes hypervisor technology that IBM does not. It addresses the application software that VCE does not. And, it includes the infrastructure technologies that Oracle does not.”

So here’s what I think the announcement means to HP Software & Solutions customers.

In a sentence

HP and Microsoft are working together to make infrastructure management and application management better—whether it is physical or virtual (including Hyper-V) with new integrations between software products.


1/ HP Business Service Management (BSM) will collaborate with HP Insight Software (from HP’s Enterprise Server group) and Microsoft (System Center) to provide integrated and interoperable virtualization and management solutions to reduce complexity in the datacenter.

Note: HP Insight Software provides hardware level and remote management for HP hardware. It also provides control of your Windows, HP-UX, Linux, OpenVMS and NonStop environments.

It means: if you have a multi-OS/hypervisor environment, including Windows you get an integrated solution to monitor and manage your servers.

2/ HP will work with Microsoft to provide bi-directional integrations between HP Business Service Management and Microsoft System Center for enterprise systems and application monitoring. 

It means: if you have a multi-OS/hypervisor environment, including Windows you get a heterogeneous solution to monitor and manage servers, the software on them and end-user performance. HP Software has HP Operation Manager including HP SiteScope for server management and HP BPM and HP RUM modules of HP BAC for end user management.

3/ In addition, we will develop bi-directional integrations between HP Business Service Automation (BSA) and Microsoft System Center for OS, application provisioning and compliance management.

It means: if you have a multi-OS/hypervisor environment, including Windows you get a heterogeneous solution for configuration and compliance (checks that servers are configured per your policies) management.

4/ For the SMB market (defined as customers with 50 servers or less), there will be “Virtualization Smart bundles” with prepackaged elements of HP Operation Center.

It means: Virtualization solutions are easier to buy and deploy since it is in one bundled package. There is a separate document on “Virtualization Smart bundles.”

Related Items:


Get the latest updates on our Twitter feed @HPITOps

Join the HP OpenView & Operations Management group on LinkedIn.



Announcing the new HP Saas Portal

We are excited to announce the launch of the exciting new HP SaaS Portal at  !!!

The new streamlined interface gives you new visibility into a range of products and solutions offered by HP Software in the SaaS delivery model.

On the Saas Portal, you will find rich collateral which will help you understand the our rich Saas offerings. You will find

  • Product Pages: Each product page has the wealth of material about its delivery in SaaS environment, white papers, webinars and Solution Briefs.

  • HP SaaS eBook

  • Trials: We’ve simplified our trial registration to provide you with an easier way to register for trials.

  • News and Events: We have created a space to share the latest news from HP Software and Services with HP SaaS community.

At a time when IT budgets and resources are stretched, it’s easy to perceive that the monitoring of business applications is not mission critical. However, performance and availability monitoring tools systemize KPIs through the use of scorecards and dashboards, which enable business owners to align IT performance to business outcomes. This alignment is indeed critical to an organization’s ability to sustain and grow their business.

There exists a false perception that this monitoring requires significant investment in money and resources with an often delayed-time-to-value.  With HP Software-as-a-Service you can achieve your application performance monitoring goals without the business risk of a perpetual capital investment. HP SaaS is responsible for the entire software lifecycle so implementation risks are greatly reduced which enables your IT resources to focus on their core competencies. Start gaining immediate value and adoption from HP SaaS!

To learn more about our performance and availability offering, please visit us at

To read more about the benefits you stand to gain from the HP SaaS Application Performance Management (APM) offering, please visit us at:   

We have much more planned for SaaS Portal. We’ll keep you posted as these developments are launched on the site. In the meantime, please feel free to provide us feedback through the site feedback link.


Aruna Ravichandran
Group Product Marketing Manager,
Business Availability Center (Application Performance Management)

Operations: application performance sucks, what do I do now?

by Michael Procopio

In my IT days (it has been a while) as still happens today this is the question many have asked. It’s more complicated today, applications are more distributed now. However, you still have to go through the triage process. The topic these days is named “Application Performance Management” or APM.

APM has two parts, the traditional looking at infrastructure resources and measuring performance from the end user perspective.

You probably detected this problem in one of two ways. You are ahead of the curve and have end user monitoring in place or the user called the help desk to complain.

A typical web based application today uses a web server, application server and a backend, typically a database. Though the backend might actually have multiple parts if service oriented architecture, (SOA) is used. Good news, Operations Manager, agent based, and SiteScope, agentless, will provide status on condition of those servers.

These tools can also look at how packaged applications are doing on the server. Oracle, WebSphere, MS Exchange, MS Active Directory, to name a few, can be monitored by either Operations Agents or have SiteScope templates (a SiteScope template is a prepackaged set of monitors). These tools might point to something as detailed as database locks being far higher than normal and beyond the current setting on the database. A quick parameter change might fix this.

Next, we have the code. We hope this isn’t the case because this typically moves the problem from operations to development. However, Operations is still responsible for pinpointing the problem area. This is typically the domain of application support and in some organizations that’s inside Operations, in others a different group.

Here Business Transaction Management (BTM) tools can help. BTM manages from a transaction point of view. BTM includes transaction tracing. TransactionVision and Diagnostics work in a complimentary fashion to give you the next level of detail although each is usable separately. TransactionVision traces individual critical transactions (as you define them) through multiple servers; it gives you information on a specific transaction including the value of the transaction.

Diagnostics provides aggregate information on all transactions in a composite application giving you timing information. It can pinpoint:

· where time is spent in an application; either processing data or waiting for a response from another part of the application.

· the slowest layers.

· the slowest server requests which are the application entry points.

· outliers to help diagnose intermittent problems.

· threads that may be contributing to performance issues.

· memory problems and garbage collection issues.

· the fastest growing and largest size collections.

· leaking objects, object growth trends, object instance counts, and the byte size for objects.

· the slowest SQL query and report query information.

· exception counts and trace information which often go undetected.

TransactionVision and Diagnostics also integrate with Business Availability Center, which means you can start with a topology view and drill all the way down to find the status of the most valuable transaction running through you systems.

You can manage what you can’t measure. So what do I do now? If you are properly instrumented the problem will show itself. If you don’t find something you can fix, you can tell the app developers where they need to look to fix the problem.


Related Items:

· End User Monitoring

· Operations Manager

· SiteScope

· SiteScope Administrator Forum

· TransactionVision

· Diagnostics

· Business Availability Center

Business and IT closer but still not on the same page

by Michael Procopio

Network World editor Denise Dubie assessed a report by the analyst firm Aberdeen Group  in her recent article Application performance management: Keeping an eye on the end-user prize.  Her comments mirrored many of those I have spoken with recently who have said their top priorities this are year are revenue and removing any distractions from making revenue.

What was pleasant to see was data showing the end user performance is still important. More frustrating to see was that business and IT managers still differ in their priority of what needs to be measured, according to the article. As you might guess, business folks are more concerned with business processes while IT folks are more concerned with the infrastructure. One-step down from that the article covers the specifics of how each group prioritized how to do application performance monitoring.

Both end user and infrastructure monitoring are critical. Recently, at HP Software Universe in a talk I gave with a customer he showed this picture.



This does a good job of making the point that end user monitoring is critical. Since there are multiple pieces to the IT part of the puzzle, cumulative effect is important.

This customer said when he took his job there was a Severity 1 (highest priority) problem meeting everyday with typically greater than 10 "Sev 1" items. Today he has no meetings and approximately one Sev 1 per week.

How did he get here, monitoring the infrastructure. He said when they tracked down the source of the problem they put in a new infrastructure monitor for the item that failed, so he got early warning. But even in his current state he commented that end user monitoring is important because things change, whether it is a new version of the application or a change in the infrastructure that create a situation where something can go wrong that isn't currently being monitored.

For the Business Availability Center, Michael Procopio


Related Items:




How long between the problem and the first phone call?

 By Mike Shaw, BSM Product Marketing

 Last year, we did a series of in depth interviews with customers (28 of them, actually).  As part of these interviews, we asked if people did proactive user experience monitoring - either using synthetic scripting technology to pretend to be a user, or using a probe on the network to look at the data going to the users' screens and monitoring the response time.


About half the respondents said they did. This ties in with a recent Aberdeen study that found 57% of companies didn't do user experience monitoring.


So, we asked on IT manager who didn't do user experience monitoring, why had he not invested in this technology. "Because we respond very quickly when the first customer rings in", was his response.


And since that day, I've been on a quest to get a magic number. How many minutes, on average,elapses between a business service giving a poor user experience and the first customer calling in. I have only three data points, but no definitive study. The average seems to be about 30 to 45 minutes.


To get another angle, whenever I present to a friendly audience, I'll ask them how often they have called a company when they have had problems with a user interface (e.g. on an ordering web site). Of the 160 people I've asked, just two had actually picked up the phone, and in both  situations, it's been something critical like sorting out a mobile/cell phone bill.


I have another data point. A study by Corporate Executive Board in 2004 found that the average cost to a company of down-time is $1.3m per hour. That's $27,000 per minute.


So, we have 30 to 45 minutes (very rough estimate). We have $27,000 per minute. Being conservative (and very rough), we have a cost of 30 minutes X $27,000  or $81,000 per poor user experience problem. 


Do you have any data on the average time between a poor user experience situation starting and the first customer calling in? If you do, could you please post a comment with the data - it amazes me that such data is not readily available "out there".

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  • Technical Consultant in the BSM Customer Assist Team, with focus on SHR.
  • Doug is a subject matter expert for network and system performance management. With an engineering career spanning 25 years at HP, Doug has worked in R&D, support, and technical marketing positions, and is an ambassador for quality and the customer interest.
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  • Nimish Shelat is currently focused on Datacenter Automation and IT Process Automation solutions. Shelat strives to help customers, traditional IT and Cloud based IT, transform to Service Centric model. The scope of these solutions spans across server, database and middleware infrastructure. The solutions are optimized for tasks like provisioning, patching, compliance, remediation and processes like Self-healing Incidence Remediation and Rapid Service Fulfilment, Change Management and Disaster Recovery. Shelat has 21 years of experience in IT, 18 of these have been at HP spanning across networking, printing , storage and enterprise software businesses. Prior to his current role as a World-Wide Product Marketing Manager, Shelat has held positions as Software Sales Specialist, Product Manager, Business Strategist, Project Manager and Programmer Analyst. Shelat has a B.S in Computer Science. He has earned his MBA from University of California, Davis with a focus on Marketing and Finance.
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  • Ron Koren is a subject matter expert for BSM / APM, currently in the Demo Solutions Group acting as a Senior Architect. Ron has over fourteen years of technology experience, and a proven track record in providing exceptional customer service. Ron began his career in R&D as a software engineer, and later as a team manager. Ron joined HP software in 2007 as an engineer in the Customer-Oriented R&D team. Prior to joining HP, Ron held a leadership development role at Israel’s largest bank. Ron holds a B.S. in Computer Science from The Interdisciplinary Center, Herzliya Israel.
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