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Session 40A Application Performance and How Apdex Makes it Better
Application Performance and How Apdex Makes it Better
CMG International ConferenceSan Diego, CaliforniaDecember 5, 2007
Peter SevcikNetForecast, Inc.955 Emerson DriveCharlottesville, VA 22901
Tasks: Users interact with an application one task at a timeFrom the Apdex Specification:Task time is measured from the moment the user enters an application query, command, function, etc., that requires a server response to the moment the user receives the response such that they can proceed with the application. Often called the “user wait time” or “application response time”.
Turns: Tasks comprise many turns and a lot of payloadEach application client-server software interaction needed to generate a user response or task. These software-level client-server interactions add to the time it takes for the software to complete a task. A turn is a client-server request-driven round-trip. Often called application “chattiness”.Web-based B-B application turns have grown
– 1995: 20 turns per task– 2007: 88 turns per task– Tasks are on a 13% compound annual growth rate—with no end in sight
Session 40A Application Performance and How Apdex Makes it Better
ITIL and ITSM (Columns)The IT Infrastructure Library® (ITIL) describes the organisation of IT resources to deliver business value, and documents processes, functions and roles in IT Service Management (ITSM)ITSM (IT Service Management) is focused on managing technologiesand software not user flows
Application Performance Management – APM (Rows) is missing in ITIL and ITSM
APM is the art and science of making applications run well by linking application performance goals to business objectivesApplied during ongoing operations of a business applicationAPM provides process and tools to manage user flowsAPM is required for an end-user experience SLA
Session 40A Application Performance and How Apdex Makes it Better
Incident ManagementLoss of user access, loss of service within a geographic region, slow performance, software incompatibility (client and server failing to communicate), missing cookies, can’t acquire address or credentials, etc.
Availability ManagementAll authorized user access methods (wireline, cell service, WiFi) are working, client-server connections can be made, all devices on a flow path are operating, SSL keys are installed and certified, alternate routing, etc.
Capacity ManagementSufficient bandwidth for each flow, QoS and precedence handling, load balancing, traffic control, sufficient TCP connection pools, latency within application needs, proper application acceleration techniques applied, etc.
Service Level ManagementFlow characteristics are known and supported, user response time supports the business function, voice services meet quality standards, videoconferencing supports business function, etc.
Session 40A Application Performance and How Apdex Makes it Better
Stereoscopic views of ITITSM assumes that if service is available, the user experience is satisfactoryAPM assumes that if response time is satisfactory, the service is availableEach image is convincing but each is incomplete
Good BSM needs bothITSM is a necessary but insufficient service modelAPM can’t exist without a good TSM foundation
The 3-D effect adds clarity and new information not
Apdex is a numerical measure of user satisfaction with the performance of enterprise applicationsIt defines a method that converts many measurements into one number
Uniform 0-1 scale, 0 = no users satisfied, 1 = all users satisfied
Standardized methodIt is a comparable metric across all applications, andAcross enterprises
Task response time is the elapsed time required for an application system to respond to a human user input such that the user can effectively proceed with the process they are trying to accomplish
Time when the user is waiting in order to proceedUser feels the responsiveness of the applicationLong Task time makes the user less productive
The Task is what a user cantime with a stopwatch
Session 40A Application Performance and How Apdex Makes it Better
SatisfiedUser maintains concentrationPerformance is not a factor in the user experienceTime limit threshold is unknowingly set by users and is consistent
ToleratingConcentration is impairedPerformance is now a factor in the user experienceUser will notice how long it is taking
FrustratedPerformance is typically called unacceptableCasual user may abandon the processProduction user is very likely to stop working
ExcellentReport Group:ApplicationUser GroupTime Period
Existing TaskResponse TimeMeasurement
Samples
T1
2
3
45
6F
1. Define T for the applicationT = the application target time (threshold between satisfied and tolerating users).F = threshold between tolerating and frustrated users is calculated (F = 4T).
2. Define a Report Group (details available are tool dependent).3. Extract data set from existing measurements for Report Group.4. Count the number of samples in three performance zones.5. Calculate the Apdex formula.6. Display Apdex result (T is always shown as part of the result).
Session 40A Application Performance and How Apdex Makes it Better
Start measuring and reportingPick any application and use any tool you can– 17+ vendors can supply the data necessary to calculate Apdex reports– Currently 5 vendors generate Apdex reports within their product
Getting some data is better than no dataIt serves as a foundation for planning and budgeting
Full benefit of Apdex requires a processInvolve key stakeholdersFormal dialog on Apdex termsBenchmark your APM capabilities before and after an Apdex pilotPlan for application SLAs based on ApdexSet the stage for continual APM quality improvement
Session 40A Application Performance and How Apdex Makes it Better
Apdex Alliance is a non-profit industry allianceOpen collaborative approachwww.apdex.orgContributing Member – Annual dues
Supporting Member – Free– Individual interested in applying Apdex within their organization– Currently more than 700 members
Apdex is FREEYou can use Apdex in your organization or a commercial productYou or your organization do not need to join Apdex to use ApdexYou join to learn more and be plugged into the community
Session 40A Application Performance and How Apdex Makes it Better
Contributing MembersAre promoted as sponsors of the AllianceReceive support in implementing Apdex reporting
All Members (Contributing and Supporting)Receive a quarterly email newsletterHave access to formal documents and news on the web siteCan participate in the Apdex Exchange (Google Group) discussion board– All members can choose to join the discussion board– You can receive all postings, email summaries, or only see material
when you log in– There are more than 100 people in the Exchange
The numbers:7 Contributing, 700 Supporting, 100 in the Exchange