SAP Extended

Diagnostics (SED)
Wily Application Performance Mgmt

Managing the world’s most

complex, mission-critical
production apps

A presentation for SAP and its

customers

Presented by:
Jason Collins, Wily Technical Sales +
April 2009
What is CA Wily Application Performance
Management?

> CA Wily APM manages the performance and availability

of web applications, enabling IT organizations to:
 Measure the impact of transaction quality on the business
 Proactively identify and prioritize transaction problems based on
business impact
 Conduct transaction problem triage across complex application
environments

ALL USERS | ALL TRANSACTIONS | ALL THE TIME

- END TO END -

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SAP/Wily Relationship
From 2004 Until Now

> SAP Active Global Support licensed Introscope from Wily

in 2004 so that AGS engineers could diagnose Java
performance problems for all their NetWeaver customers.
> May be fully licensed and resold to SAP customers by SAP
sales

> More than 800 SAP customers have deployed SED

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Summary of Challenges our SAP
Customers Face

> As more SAP customers deploy SAP applications on NetWeaver,

more of their end-users are affected by NetWeaver problems
that can occur.

> In the past, SAP administrators lacked visibility inside their

NetWeaver Java servers and would just bounce servers to deal
with problems. That is inadequate.

> SAP Administrators did not have tools to monitor the health of
their NetWeaver Java servers.

> They were unable to determine the root causes of Java

performance issues; they could not even tell if the problem was
in the Java server or in some back-end system.

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Wily for SAP NetWeaver Capabilities

> Real-time visibility into application performance so you

can quickly resolve problems

> Monitoring of applications in production without impacting

performance

> Proactive alerting which can notify your organization

about problems before most users are affected

> Persistence of historical data for better capacity planning

and trend analysis

> End user experience monitoring

> Correlation with ABAP metrics

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Comprehensive Application Support

Agentless – Web-Based Applications & Web-Services SOA environments

Monitoring/Diagnostic Agents
> Microsoft .Net Framework
 Any managed application in CLR
 Web Services & Remoting
> IBM WebSphere Family
 WebSphere AppServer, Portal
 WebSphere Process Server
 WebSphere MQ
> Oracle WebLogic and AquaLogic Family
 WebLogic AppServer, Portal
 WebLogic Integration
 AquaLogic ESB, BPM, Portal
> SAP NetWeaver
 SAP NetWeaver Web Application Server, SAP Enterprise Portal
 SAP ABAP
> Additional Platforms
 Fujitsu Interstage, Oracle 10g, Sun ONE, Apache Tomcat, ATG, JBoss, JRun
 Any J2EE-compliant platform or standalone Java applications

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CA Application Performance Management
End-to-End View of Business Transactions

Understand
End-User
experience;
establish SLAs

BACK END
SAP

PSFT
Mybizapp.com

Order
Order
USER NETWORK FRONT END Siebel
Confirmed!

MIDDLEWARE Mainframe

WAN/ Router Firewall Switch Load Web Portal App Server Database
WWW Balancer Servers

End User Web Services

Databases
3rd Party
Applications

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CA Application Performance Management
End-to-End View of Business Transactions

Understand Monitor all business

End-User transactions through the IT
experience; infrastructure; measure
establish SLAs response and SLAs

BACK END
SAP

PSFT

Siebel
USER NETWORK FRONT END

MIDDLEWARE Mainframe

WAN/ Router Firewall Switch Load Web Portal App Server Database
WWW Balancer Servers

End User Web Services

Databases
3rd Party
Applications

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CA Application Performance Management
End-to-End View of Business Transactions

Understand Monitor all business Conduct problem triage;

End-User transactions through the IT diagnose root cause
experience; infrastructure; measure
establish SLAs response and SLAs

BACK END
SAP

PSFT

Siebel
USER NETWORK FRONT END

MIDDLEWARE Mainframe

WAN/ Router Firewall Switch Load Web Portal App Server Database
WWW Balancer Servers

End User Web Services

Databases
3rd Party
Applications

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Complex Heterogeneous Environments-
Little Issues Add Up
05:00 06:00 07:00 08:00 09:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00
% available

Web Server 99%

App Server 99%

MQ Server 99.9%

Database 99.9%

Mainframe And no one is measuring 99.999%

the real end-user
experience…
ERP 99.9%

End-User App ?

Unavailable or Slow
Available, Performant

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All Users, All Transactions, All the Time

100% Transaction Visibility

> Monitor all transactions all the time

 24x7 in production
 Near zero overhead
 From browser to back-end

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Monitor Real End-User Experience

Real User Experience

100% Transaction Visibility

> Understand your real users’ experience

 Monitor end-user browser response times
 Identify users by name and priority
 Map transactions to infrastructure
> Focus on real user transactions
 Not simulated or synthetic transactions

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Map Transactions to Business Processes

BUSINESS PROCESS SLA’s

Real User Experience

100% Transaction Visibility

> Set and measure SLAs on

business processes

> Understand the business impact of

Application Performance

> Communicate to the business in

the language of the business

Translate your users’ experience to business impact

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Predictive and Proactive Monitoring

> Actionable alerts for application

performance problems

> Monitor baselines and trends

for predictive alerting
 Identify problems before customers call

> Alert on
 SLA violations
 Resource depletion
 Performance variances
 Failures

> Automatically notify CA

Spectrum and other solutions

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Prioritize Work Based on Business Impact
Incident Priority Management

> Assign a “Business Impact” value to

successful and unsuccessful transactions

> Prioritize incidents based on the business

impact
 Priority of the user or user group
 Criticality of the transaction
 Severity of the error

> Work to resolve mission critical issues first

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Triage and Root Cause Analysis
Checking off possibilities in the assignment process

> Rapid triage by non-expert

Backend
Backend is
is the
the culprit!
culprit!
users
Use
Use root
root cause
cause diagnostics
diagnostics
to
to drill
drill down
down into
into DB
DB and
and SQL
SQL
 Identify the problem source to
quickly resolve issues
 Stop the blame game and involve
only the necessary subsystem

Click
> Diagnosis and root cause For
analysis Examples

 Monitor the transaction calls through

the application
 Identify application components or
back end calls behind failures
 Identify change in the environment

> Incident Detection & Root

Cause Analysis Integrated
 Follow the transaction to cut through
layers of abstraction

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Analysis of End-to-End Txns: URL to SQL
The Box Whisker Graph

95th% = 18

75th% = 10 End
End User
User Response
Response Time
Time
Box
Box Whisker Graph
Whisker Graph

Median = 5

25th% = 2.5
5th% = 2

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Analysis of End-to-End Txns: URL to SQL
Response time latency by tiers

Data
Data Center
Center
Mean
Mean ≈
≈11
AppServer
AppServer
Mean
Mean ≈
≈11

Backend
Backend DB
DB
Mean
Mean <<
<< 0.5
0.5
Logic/Code
Logic/Code
Mean
Mean ≈≈ 0.5
0.5

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Analysis of End-to-End Txns: URL to SQL
Diagnosing the problematic tier
End User Latency is 2-18 secs, with a mean of 5 secs, and Data Center Latency is < 1 sec –
a difference of 4 secs! So we know where the problem is NOT, and where it is –

Now drill down into end users – WHO & WHERE…

Data
Data Center
Center
Mean
Mean ≈
≈11
AppServer
AppServer
Mean
Mean ≈
≈11
Difference
Difference
4
4 seconds! Backend
seconds! Backend DB
DB
Mean
Mean <<
<< 0.5
0.5
Logic/Code
Logic/Code
Mean
Mean ≈≈ 0.5
0.5

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Visibility into the full user transaction
Transactional Defect – Answers WHO & WHERE

Rose
Rose logged
logged
in
in from
from
Corporate
Corporate

Rose
Rose entered
entered
this
this data and
data and saw
saw
this response
this response

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Provide Dashboards for All Stake-holders

LOB Manager VP Operations

 I need visibility into the  I must ensure SLAs are

customer experience acceptable
QA
 What’s the number of orders  Is my team is working
that are processed daily? efficiently and are costs are
under control

Development Operations

 I need to be confident the

application will perform well in
production
 I need data to reproduce
problems and identify the likely
 I need to see exactly what the  I want to see problems before
cause
problem is customers do
 I want to find problems in Dev &  I want a constant pulse on
QA before they hit Production customer success rate
 I need to know who to contact
when alerted

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Out-of-the-Box Dashboards
An Example: SAP Enterprise Portal

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Out-of-the-Box Dashboards
An Example: Application Health Overview

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Customizable Dashboards
An Example: One CIO’s View of Their World

Mybizapp.com

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Custom Dashboard Example
An Example: A CIO’s Business View

Mybizapp

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How We Do It:
CA Wily APM Solution Architecture
SAP ECC

PSFT
CA Identity
Manager
Siebel

Mainframe

A
Load Web Database
Network Router Firewall Switch Servers Portal App Server
Balancer

End User
Web Services

Databases

• Agents for Java and .Net Servers

• End-User Experience Monitor • Visibility into DBs, Web Servers,
• Zero Overhead, Passive Security Servers, Mainframes, etc.
Enterprise Manager • Monitor Applications from the Inside

• Management Server • Management Console

• Clustered, Scalable, H-A • Web or Thick Client

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Why CA Wily APM is the Right Choice

> Recognized success

 Proven market leadership with over 1,200 customers
 Demonstrated ROI and time to value at customers world-wide
 Recognized industry leader driving new management standards
 Endorsed by SAP and used in over 800 SAP environments

> Proven technology

 100% transaction visibility across all users with near-zero impact
 Patented technology for application root cause analysis
 Turnkey solution for complex SOA and virtualized environments

> Optimized processes

 APM maturity model helps enterprises at all levels of web adoption
 Foundation for effective business service management
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Who Else Uses CA Wily APM?

We do business with:
16 of Top 20 Global Banks
9 of Top 10 U.S. Banks
20 of Top 30 Global Telecommunications
12 of Top 30 Life and Health Insurers
5 of Top 10 Global Investment Firms
7 of Top 12 Auto Makers

The World’s largest enterprises trust CA Wily to manage

their most business critical applications!

Over 1200 enterprise customers worldwide managing

millions of transactions per day

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Thank You
Common SAP Problems Resolved with
Introscope

> Slow iViews

 Is the iView the problem? Or is something slowing it down?

> Slow Web Dynpro Applications

 Is the problem in the Java stack? Or in the ABAP stack?

> Authentication Keeps Getting Slower and Slower

 Are connections to your SiteMinder server running out?
 Is there a memory leak?
 Is CPU utilization climbing?

> One Particular Database Query Takes 20 seconds

 Was an index on the table dropped?

> An XI Queue gets Stuck

 Are Errors occuring that stop the processing of messages?
Some SAP Solutions Monitored by
Introscope
> Enterprise Portal
> XI/PI
> BI
> ESS/MSS
> CRM and IPC
> SRM
> xMII
> Duet (via Introscope Java and .NET Agents)
> Adobe Document Services
> GRC
> MDM (via SMD Agent)
> Vendavo
Sample of what Introscope Monitors

> Standard Java and J2EE Components

 Servlets, JSPs, EJBs, JMS
 Heap, CPU, Threads, HTTP Sessions, Socket I/O, File I/O, Connection Pools
> Enterprise Portal
 Portal Request Manager and Dispatcher
 PageBuilder and PageProcessor
 iViews
 Portal Content Directory
 Knowledge Management
 TREX
 User Management
> XI
 Adapters: JDBC, File, RFC, BC, XI, SOAP, JMS, Mail,
 Messaging and Queues
 Mappings
> Back-end Connectivity:
 JCO: Calls to ABAP functions
 JDBC: SQL Calls to Databases
 Web Services: Consumers and Producers
> Web Dynpro Applications
 Applications, Actions, Components, Controllers, Events, Views, Windows
Hidden
Back-up Slides
Diagnosis Example #1:
Slow DB Query

Transaction Tracer shows details

of J2EE or .Net Transactions.
A 25 Second WebSphere x-action

Transaction Time

Call Stack
Depth

20 Seconds spent in the Database. This Query is the culprit!

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This example shows a transaction waiting for
two JCO calls to an ABAP stack to finish.

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JCO ABAP Functions
Diagnosis Example #2:
Application Death

Application Response Time

Response dramatically slows down!
Time

CPU
CPU Usage Spikes!
?
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Application Death Caused by Memory
Leak in Java Code
Java Garbage Collector frees
up unused memory

Java Memory
Management:
Memory In Use
The Garbage
Collector Garbage Collector gets
busier and busier…
Over time, less memory can consuming all the
be freed up! CPU!
Object Instance Counts

This Java Class is the culprit!

Which piece of
Java Code is
Holding the
Memory?

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Diagnosis Example #3:
What Changed?

Changes are tracked along

with Application Performance

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A Config File Changed!

This config file is the culprit!

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Comparison of AGS’ RTV and Full
Versions of Introscope
Features and Capabilities RTV Full
Investigator (with instrumentation by SAP) √ √
Console (with dashboards provided by SAP) √ √
Transaction Tracer √
SQL Agent √ √
ErrorDetector √ √
LeakHunter √ √
Environment Performance Agent (EPA) √
Web Services Manager √ √
Configurable Alerts √
Integration of Alerts with External Systems √
Custom Dashboards √
Custom Reports √
Ability to Instrument non-SAP Code √
Monitoring of Other Application Servers √
Extending into end user experience (CEM) √

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