APM Adoption RoadmapEnsuring Customer Success

APM Adoption Roadmap• Progressive approach that ensures each

phase delivers ROI and business value

• Each phase identifies the key actions, benefits and KPIs

• Roadmap provides a tool for alignment between IT an LOB stakeholders

2

A Proven Approach to Delivering Value

3

End-user Experience MonitoringEnd-user Experience Monitoring

Data Center Transaction MonitoringData Center Transaction Monitoring

Application and Infrastructure MonitoringApplication and Infrastructure Monitoring

Performance-Driven Service ModelPerformance-Driven Service Model

Business and Technical Data IntegrationBusiness and Technical Data Integration

SLA Monitoring and ReportingSLA Monitoring and Reporting

Bus

ines

s V

alue

Bus

ines

s V

alue

IT M

atur

ityIT

Mat

urity

End-user Experience Monitoring

4

End-user Experience Monitoring

Data Center Transaction Monitoring

Application and Infrastructure

Monitoring

Performance- driven

Service Model

Business and Technical Data

Integration

SLA Monitoring

and Reporting

ACTIONS

• Monitor performance, availability and usage of critical business transactions for real users

• Monitor select synthetic transactions for control measures

• Baseline performance

1Step One

BENEFITS AND ROI

• Reduce the business impact of performance problems and increase workforce productivity

• Quantify business impact by affected users, applications and location

• Improve mean time to detect and repair problems; isolate the fault domain between the client, network and data center

SAMPLE KPIs

• Transaction response time (e.g. web page load, SAP T-Code)

• Availability percentage

• Unique users

• Affected users

• Network round trip time

Data Center Transaction Analysis

5

End-user Experience Monitoring

End-user Experience Monitoring

Data Center Transaction Monitoring

Data Center Transaction Monitoring

Application and Infrastructure

Monitoring

Performance- driven

Service Model

Business and Technical Data

Integration

SLA Monitoring

and Reporting

ACTIONS

• Monitor performance, availability and usage of transactions within the data center

• Correlate data center transactions with the end-user experience

2Step Two

BENEFITS AND ROI

• Improve mean time to detect and repair problems; isolate the fault domain between data center tiers, distributed and mainframe

• Reduce the cost of problem resolution and the war room

• Optimize the performance of poorly performing applications by identifying slow SQL transactions, XML/SOAP calls, etc.

SAMPLE KPIs

• Transaction response time (e.g. SQL Query, WebSphere MQ, SOAP)

• Availability percentage

• Operation volume

• Server time

Application and Infrastructure Monitoring

6

End-user Experience Monitoring

End-user Experience Monitoring

Data Center Transaction Monitoring

Data Center Transaction Monitoring

Application and

Infrastructure Monitoring

Performance- driven

Service Model

Business and Technical Data

Integration

SLA Monitoring

and Reporting

ACTIONS

• Monitor application components; including Java/.NET at the method level and application performance on the mainframe

• Monitor network application performance and utilization

• Monitor data center infrastructure; including Windows/UNIX/Linux operating systems, web servers, application servers and database servers

3Step Three

BENEFITS AND ROI

• Right-size infrastructure according to business demand

• Increase the availability of application and infrastructure components

SAMPLE KPIs

• Method response time and CPU utilization

• Application/Database and operating system performance metrics

• SAP CCMS metrics

• Bandwidth usage and packet loss rate

• MOS and Jitter

Performance-driven Service Model

7

End-user Experience Monitoring

End-user Experience Monitoring

Data Center Transaction Monitoring

Data Center Transaction Monitoring

Application and Infrastructure

Monitoring

Performance- driven

Service Model

Business and Technical Data

Integration

SLA Monitoring

and Reporting

ACTIONS

• Model the relationships and dependencies between business services and the supporting application and infrastructure components

• Apply business rules to data (e.g., business calendar, service quality, priorities)

4Step Four

BENEFITS AND ROI

• Determine the potential business impact and risk of application and infrastructure problems

• Prioritize IT effort according to business impact (e.g., peak business time, cost of poor quality)

• Deliver a unified view of application performance and improve operations and applications communication

SAMPLE KPIs

• Service quality by business service

• Service quality by business calendar

• MTBF and MTTR

Business and Technical KPI Integration

8

End-user Experience Monitoring

End-user Experience Monitoring

Data Center Transaction Monitoring

Data Center Transaction Monitoring

Application and Infrastructure

Monitoring

Performance- driven

Service Model

Business and Technical Data

Integration

SLA Monitoring

and Reporting

ACTIONS

• Incorporate data from existing monitoring into the data center

• Include key business performance indicators

5Step Five

BENEFITS AND ROI

• Provide a unified view of service quality across all monitoring data that mirrors the business process

• Prioritize IT efforts according to business KPIs

• Reduce maintenance on redundant monitoring tools

SAMPLE KPIs

• Service quality by business service

• Service quality by business calendar

• MTBF and MTTR

SLA Monitoring and Reporting

9

End-user Experience Monitoring

End-user Experience Monitoring

Data Center Transaction Monitoring

Data Center Transaction Monitoring

Application and Infrastructure

Monitoring

Performance- driven

Service Model

Business and Technical Data

Integration

SLA Monitoring

and Reporting

ACTIONS

• Monitor and report on complex Service Level Agreements

• Present role-relevant dashboards and historical reporting to lines of business

6Step Six

BENEFITS AND ROI

• Automate the monitoring and reporting of SLAs; eliminate cost of manual effort

• Improved customer satisfaction

• Demonstrate the value of IT to the business

SAMPLE KPIs

• SLA compliance status

• Remaining downtime in SLA period

• SLA component downtime

• Six Sigma

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