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© 2009 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice
New performance validation efficiencies with WAN emulation and HP software
Adam Clay Vice President, Worldwide Sales at Shunra Software
Jeff Chapman Head of Technology at ING Direct
Howard ChorneyLead Consultant at JES Consulting
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© Copyright 2009 Shunra Software Ltd
Shunra Complements HP Solutions
Application Performance Intelligence
Reduce time-to-market
Ensure high quality of experience
Guarantee application
deployment success
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© Copyright 2009 Shunra Software Ltd
Agenda
• Introductions
• Managing Customer Experience at ING Direct
– Jeff Chapman, Head of Technology
• Mitigating Risk of Application Failure during a
Data Center Relocation & Consolidation
– Howard Chorney, Lead Consultant
• Questions
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© Copyright 2009 Shunra Software Ltd
Jeff Chapman
• Head of Technology at ING Direct since 2004
• Over 13 years of Software Development and IT
Management Experience
• Deep knowledge of online banking and brokerage
technologies
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© Copyright 2009 Shunra Software Ltd
Managing Customer Experience at ING Direct
Jeff Chapman, Head of Technology
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© Copyright 2009 Shunra Software Ltd
ING Direct: Customer Experience
• Direct Bank (Customers Online & Phone)
• Why so business critical?
• Why invest?
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© Copyright 2009 Shunra Software Ltd
Application Performance: Custom CRM
• Custom CRM Application
• Integrated with VoIP & call routing
• Four call center locations
• Challenges
• Needed to open new call center in
Hawaii
• Question: Deploy with current
infrastructure?
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© Copyright 2009 Shunra Software Ltd
Customer Satisfaction Metrics
We Turned to Shunra for Best Practices
Service Level:
Minimize wait timePromoter Score:
Would you recommend?
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© Copyright 2009 Shunra Software Ltd
Shunra in ING Direct
VE Network Catcher in Production
VE Appliance and HP LoadRunner in the Lab
Application Performance Validation with Network
Simulation
Performance Testing
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© Copyright 2009 Shunra Software Ltd
HP LoadRunner v9.5 & VE Desktop for HP
Software
Easier Implementation of Automated
Performance Testing
Continuous Integration with HP LoadRunner
QA
Evolved Best Practices Testing
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© Copyright 2009 Shunra Software Ltd
Application Performance Formula
Leading Edge Technology
Innovative Process & Testing
Engaged IT Staff
Reduction in Costs
Exception Customer
Experience
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© Copyright 2009 Shunra Software Ltd
About Howard Chorney
• 30 Years of Industry Experience
• Software
– Software Development Life Cycle (SDLC) experience
• Development and QA disciplines
• Hardware
– Gate Chasing
– Customer Service
– Maintainability Engineering
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© Copyright 2009 Shunra Software Ltd
Mitigating Risk of Application Failure during
a Data Center Relocation & Consolidation
Howard Chorney, Lead Consultant
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© Copyright 2009 Shunra Software Ltd
The Challenge
• Fortune 100 company was planning data centers
updates
– Consolidations
– Relocation
– Outsourcing
• Entire company was affected
• Enterprise Performance Test Development Team
tasked to test before production implementation
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© Copyright 2009 Shunra Software Ltd
The Solution
• Our EPTD team was:
– Experienced in the majority of major applications
– Experienced in the infrastructure
– Experienced in an array of testing tools
– Experienced in performance risk management
– CMMi rated staged equivalent level 3
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© Copyright 2009 Shunra Software Ltd
The Solution
• Developing the approach:
– Performance Risk Assessment
– Testing methodology, tools selection
– Gap analysis
– Testing
– Results analysis
– Reporting and recommendations
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© Copyright 2009 Shunra Software Ltd
Performance Risk Assessment
• Formal industry wide method for establishing
testing needs based on a set of objective
criteria
• Performance Risk Assessment Steps– Assessment goals
– Assessment classifications, scores and mitigation strategies (Critical
and High classifications required full testing)
– Assessment interviews
– Assessment analysis and scoring
– Assessment reporting
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© Copyright 2009 Shunra Software Ltd
• Testing methodologies we used the EPTD CMMi
rated phased approach– Scoping, Requirements, Development, Execution, Analysis &
Reporting, Project Closure
• Tools selection
– Performance Testing = HP Performance Center
• Provided EPTD with ability to simulate multiple users
accessing applications simulating real world business
transactions while gathering all our required performance
statistics such as CPU and memory utilization.
Testing Methodologies and Tools
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© Copyright 2009 Shunra Software Ltd
Testing Methodologies and Tools
• Tools selection (cont’d)
– Network Modeling and physical simulations = Shunra
VE appliance and Shunra Desktop
• Provided EPTD the ability to simulate all required network
attributes including, Latency, Packet Loss, Network
Footprints over multiple routes while gathering all the
necessary results. Also provided us the ability to adjust the
above characteristics for what if scenarios
“The Shunra products are not only cool technology, the
products really work” - Howard Chorney
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© Copyright 2009 Shunra Software Ltd
Gap Analysis
• Assess each application against the score
• Determine steps to cover mitigation requirements
– Critical and High:
• Did we have existing automated testing?
• Did the tests satisfy the testing requirements?
– Medium and Low:
• Did we have application monitoring tools in place to satisfy
production monitoring requirements?
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© Copyright 2009 Shunra Software Ltd
Testing
• Using our tool sets and CMMi rated methodology testing
went as planned
All from the comfort of our
local lab!
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© Copyright 2009 Shunra Software Ltd
Shunra Software as a Service
• We contracted with Shunra Professional Services to
assist us with their testing points
– Working with the Shunra engineer provided us with the
knowledge and confidence we needed to complete on going
tasks involving the Shunra appliance on our own
– The Shunra engineer was also very valuable in writing hooks
into performance center to increase the value of our results
sets
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© Copyright 2009 Shunra Software Ltd
Results & Analysis
• Analysis was easy because we trusted our results.
– HP Performance Center we’ve been using for years
– The Shunra VE appliance we had the fortune to discover
it’s value on a smaller scale project where we leased the
box. We tested an application over a simulated satellite
link. We then tested the application over a real satellite
link. The results sets matched thus proving to us that we
had the right solution
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© Copyright 2009 Shunra Software Ltd
Reporting and Outcome
• Reporting
– Based upon the results we were able to report on several
potential issues
• Outcome
– Systems, network and application teams deployed and tested
potential solutions prior to production.
Note: Some of the actions included not moving applications to the alternate site.
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© Copyright 2009 Shunra Software Ltd
Questions?
Thank You!www.shunra.com
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International: +44 (0)207 153 9835