1 copyright © 2013, oracle and/or its affiliates. all ... · •vbc (virtual business component)...

Proactively Monitor Oracle WebLogic User Activity and Solve Issues Before End Users Complain

Nikhil Sandilya, Dell

Jurgen de Leijer, Oracle


Program Agenda

End User Monitoring in Enterprise Manager

Three Common Use Case Scenarios

Customer Use Case Dell

Roadmap: End User Diagnostics

Q&A


The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.


Why Online Customer Experience Matters


One Customer, Many Online Touch Points Welcome To My World

SOCIAL MEDIA

SMART PHONES

DESKTOPS & LAPTOPS

TABLETS

SELF-SERVICE SITES MARKETING SITES

E-COMMERCE SITES EMAIL


89% Percentage of customers who will begin

doing business with a competitor following a

poor customer experience

24% The estimated amount of online revenues lost

due to poor online user experience

16% The decrease in customer satisfaction

experienced from just a 1-second delay in

page load time

I’M

OUTTA

HERE!

And Unmet Expectations Have Consequenses


Complete Cloud

Lifecycle Management

Integrated Cloud

Stack Management

Business-Driven Application

Management

Self-Service IT Simple and Automated Business Driven | |

Total Cloud Control


Total Cloud Control

Complete Cloud

Lifecycle Management

Integrated Cloud

Stack Management

Business-Driven Application

Management

Self-Service IT Simple and Automated Business Driven | |


Business Driven Application Management

End User Diagnostics

Transaction tracing

MW & DB Diagnostics

Are my customers

happy? How is

the order intake

doing?

Where is the

order process

stuck?

What is the

root cause of

the problem?


End User Monitoring in Enterprise Manager


3

Browser

Instrumentation

Approaches to User Experience Management


Synthetic Monitoring Re-Use test Scripts or easily Record using numerous tools


Page

response 2

Real User Monitoring - Network Session Capture

Page

request

1

Browser

Acks

3


Browser Instrumentation Only required in partial Cloud deployments/CDN delivery – Non ADF

YOURcompany.com

Client Browser

ANYcompany.com

Content Delivery Network

Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Oracle Confidential 16

Specifically designed target for APM reporting

FMW

Diagnostics Service

Management

End User

Management

System

Management

Business Applications


KPI success/failure data

Session count

Page Views count

Error data (count/avg/%)

Business Application target list

RUEI metrics in BA list page


Events and incidents rolled up

System status

Service test status

End User status

Component status

Every region can be

added/removed…

Personalized

Homepage - Dashboard


Any collected metric can have a

target value. If not met an event

is triggered and the KPI

changes status

KPI targets can be fixed or set

to learn from historic baseline

Key Performance Indicators

Real User Experience Data


Application functions that have

errors, delays or are “dropped”

by End Users

Is it an Application or

Connectivity issue

What is the top problem?

Violation Information



Top executed Application

Functions

Top Users within the Application

Both Usage and Issue

information

Provides a link to search for

specific User Sessions

Usage Data



Select User Sessions of interest

Current or in history

Filter on Application functions or

User attributes to find correct

sessions

Session Diagnostics

User Session Click Report






sessions

Session Diagnostics



Using ECID (oracle’s unique key

used through FMW stack and DB)

Direct view of JVM activity

Root Cause Diagnostics

Session Diagnostics

Diagnostics



Review click content

Rebuilt screens as seen by the

End User

Session Diagnostics

User Session Content replay


RUEI KPI violations trigger events into EM events & incidents console

The KPI event contains a link to the RUEI metrics page

Opening the Metrics page already ensure the filters, that are part of the KPI, are applied to the metrics page including the right period.

Event to Diagnostics

Pro-active Alerts and Diagnostics


RUEI KPI violations trigger events into EM events & incidents console

The KPI event contains a link to the RUEI metrics page

Opening the Metrics page already ensure the filters, that are part of the KPI, are applied to the metrics page including the right period.

Event to Diagnostics

Pro-Active Alert and Diagnostics


Associate RUEI metrics against

each other

Maintain filters to the RUEI data

Associate all target metrics

Single view, store your views

Metric page



Easy to setup

Restricted access policy possible

Overview of key reports like Geo location, User Flow completion and KPI results

“Drag and drop”

Can be stored as ‘templates’

Key Features

Business Reports


Customer Case Study: DELL Inc.

RUEI-Delta

Application Management & Support

Overview

Problem – No visibility to end user experience across multiple call centers in Delta – No visibility to the performance of the end-to-end key Delta business transactions – Problem isolation and resolution takes long time – Current monitoring tools detect issues at the system level, not at business function level

and end-user level Solution

– Deploy a monitoring solution that can provide real-time visibility to end user experience and the performance of the business transactions in Delta

Confidential 37 9/9/2013


Monitoring Tool Evaluation

• RUEI – Designed to monitor Oracle Siebel environments and decipher

proprietary Oracle Apps protocol

– Built-in Siebel accelerator allows interpretation of Siebel specific data

– POC process ran for Oracle RUEI, opnet ace live and ca wiley

– Due to Oracle RUEI’s understanding of the design and protocols used by Oracle applications, it provides in-depth analysis at Siebel component level. The other tools could not provide this and were ruled out



RUEI Benefits


• Regional Data Collection & Geographic

Visualization

• Pre-defined Business Function Monitoring

(e.g. Create SR, Search Account, Create

Dispatch)

• Dashboard - Single View of the Global

Environment

• User Session Diagnostics

• Comparative Analysis

• Daily/Weekly/Monthly Reporting

• Institutionalization


RUEI - Product Architecture

• Data Collection – Collector

• Data Processing – Processor

• Data Presentation – Reporter


Application Management & Support Dell Confidential 41


RUEI – Current Production Sample


Average duration per Delta business transaction




Screen page loading/reading times




Delta page views/hits by country

Application Management & Support Confidential 45 9/9/2013

Delta webserver load by region



Weblogic Webservice Call Monitoring

• VBC (virtual business component) Issue:

RUEI out of the box does not isolate Siebel webservice calls Session stacks for Siebel Views does not list VBC component calls High level “bucket” monitoring not available for reporting

Solution: Manual configuration of RUEI to capture VBC component calls on user response

sessions stacks VBC names uploaded can be tracked at session level and aggregate metrics for

deeper latency analysis Note: response times are not broken out for VBC webservice call but at view level

Benefits: User session stacks will now show which VBC called per step VBCs in general can now be analyzed with aggregate data for trend latency


Application Management & Support Confidential 47 10/3/2013

VBC (Virtual Business Component – Aggregate View



Roadmap

• Upgrade Oracle Enterprise Manager to 12.1 R 3

• Setup Business Application targets to correlate SBL diagnostics to the weblogic based webservice diagnostics

• Setup backend diagnostic agents on our webservices (tracing weblogic through OSB)

• Setup of SBl to Db workload tagging (tracing SBL to Db transactions)



Next: End User Diagnostics


ADDING SERVER SIDE DATA

COLLECTION, OFFERING A

BREAKDOWN OF APPLICATION

ACTIVITY, USED FOR DIAGNOSTICS

OF END USER PERFORMANCE

BOTTLENECKS

Roadmap – End User Diagnostics


Enabling End-to-End Management with ECID

Middleware Management

End-User Management

Database Management

ECID

• Real end-user experience

• Monitor and filter by business KPI’s

• Link user actions to ECID

• Trace transactions across JVMs / tiers with ECID

• Monitor and filter transactions with business KPI’s

• Zero-overhead, production monitoring of JVM

thread activity

• Capture DB activity via Diag & Tuning

• Link activity to ECID

• Bi-directional integration with Database

Application Performance Management


End user data immediately

explained with back end related

activities

Can be filtered down to user,

specific application function, etc

Compare to native WLS metrics

in the same graph!

Aggregated Diagnostics view



Shown in time, by specific user groups of per specific function

Breakdown of experienced end user load-time versus the breakdown of application related resource timings (Db, JVM, IdM, App Server)

Compare to native WLS metrics in the same graph!

Aggregated Diagnostics view



All the individual user clicks that

were identified as outliers

Breakdown per user click into

related objects

Drill-down into breakdown of

time spend on the back of each

object.

Instance view



Browser rendering time

Client waiting time (waiting on delivery from external sources, incl. CDN)

Delivery to browser from DC

Application time (server)

Rolled up to End User Load-time and broken down per object

Drill-down from User Click



Break down of Application

related resources for each

request/object

Drill-down from User Click



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Relevant Enterprise Manager Sessions Wednesday Sept 25th

Session Title Time & Venue

Oracle WebLogic Server Management: Simplified,

Centralized, and Automated (CON8880)

10:15 AM - 11:15 AM Moscone South - Rm 309

Get Up and Running with Oracle Enterprise Manager

for SOA and Oracle Fusion Middleware (CON9566 )

10:15 AM - 11:15 AM Moscone North - Rm 130

Take Your Oracle WebLogic Applications to the Next

Level with Oracle Enterprise Manager 12c

(CON4101)

11:45 AM - 12:45 PM Moscone North - Rm 130

Oracle Fusion Applications: End-to-End

Management with Oracle Enterprise Manager

(CON8438)

3:30 PM - 4:30 PM Moscone West - Rm 3001

Use Oracle Enterprise Manager 12c to Manage

Apps/Oracle Fusion Middleware on Engineered

Systems (CON6217)

5:00 PM - 6:00 PM Moscone North - Rm 130


Relevant Enterprise Manager Sessions Thursday Sept 26th

Session Title Time & Venue

Oracle Fusion Applications: Performance Diagnosis

and Deployment Best Practices (CON8495)


Keyword-Driven Testing with Oracle Application

Testing Suite: Application Testing Reinvented

(CON9575)


JVM Diagnostics: Java Profiling in Production

Environments (CON9571)

2:00 PM - 3:00 PM Moscone North - Rm 130

1 copyright © 2013, oracle and/or its affiliates. all ... · •vbc (virtual business component)...

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