Nisa Retail Improves Service and Cuts Costs with dynaTrace
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The document discusses Nisa Retail's use of dynaTrace to improve service and cut costs. It provides an overview of Nisa Retail and Intechnica, and how dynaTrace was implemented at Nisa Retail to deliver business value. dynaTrace provided end-to-end application monitoring across all tiers, full transaction tracing, and proactive service level engineering to help optimize performance. This improved the user experience and helped Nisa Retail do more with less staff and budget.
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Nisa Retail Improves Service and Cuts Costs with dynaTrace
- 1. Nisa Retail: Improving Service and Cutting Costs with dynaTrace David Morris & Paul Smith, Nisa Retail Richard Bishop, Intechnica 12 July 2012
- 2. Agenda • Introduction • Nisa Retail Overview • Why APM Matters to Nisa Retail • Intechnica overview • dynaTrace in action at Nisa Retail • Business value delivered • Next steps • Q&A
- 3. Macro Trends Demand A New Approach To APM Complexity Explosion Business Demands Increasing More features! Faster delivery! Faster performance! User Expectations Continue to Rise Do More With Less Workload Staff and budget
- 4. dynaTrace – A New Generation of APM Value Business End-to-end User Experience All Tiers Service Level Mgmt. Transaction-Pure Impact Analysis Open Transaction Types Conversions Deep Code-Level Life-cycle Context Full Coverage Proactive Automated 24x7 Transaction Tracing Service Level Eng. Actionable All Transactions & Users Focused Tuning
- 5. Over 500 World Class Customers Financial Services SaaS & Cloud eCommerce Telco Insurance ISV Government Other
- 6. • •
- 10.
- 11. PurePath
- 12. dynaTrace Server dynaTrace Client
- 22. • Hover over “block” • Name of ASP control identified
- 23.
- 24. Site offline No forecast No forecast Application Exception
- 26. Response time (s) 0 10 20 30 40 50 60 70 80 12/23/2011 1/12/2012 2/1/2012 2/21/2012 3/12/2012 4/1/2012 4/21/2012 5/11/2012 5/31/2012 6/20/2012 7/10/2012 0 1000 2000 3000 4000 5000 6000 Hits/day Response times and hits /home.aspx : H1 2012 Pageviews Avg. Page Load Time (sec)
- 28. 10th July 2012 11th July 2012
- 30.
- 31.
- 32.
- 33. • • • • •
- 34.
- 36. Questions Web: www.intechnica.co.uk Email: more@intechnica.co.uk Tel: 0845 680 9679 Fax: 0845 2991647 Address: Fourways House, 4th Floor, 57 Hilton Street, Manchester, M1 2EJ
Editor's Notes
- Welcome everyone, thank you for coming to this webinar about how Nisa and Intechnica use dynaTrace to improve service and cut costs.My name is Laurent Seraphin, and I'll be hosting the webinar today. Just a quick note before we proceed - due to the large number of attendees we've put you all on mute, however there will be an opportunity for you to ask questions. Please type your questions in the Chat box on the right-hand-side of your screen. Address them to me, the host, and after the presentations are finished, I will read out your question to the presenters. We'll hear several presenters today. First we will have Paul Smith and David Morris describe the situation at Nisa Retail. Then Richard Bishop from Intechnica will highlight some use cases before Paul and David return to cover the reasons why dynaTrace helps their business succeed.
- Introductions:David Morris – Head of IT at Nisa LtdPaul Smith – eCommerce Manager at Nisa LtdRichard Bishop – Senior Performance Consultant at Intechnica, performance tester for over 10 years
- Before handing over to Paul and David, I'd like to say a few words about the context behind application performance management today.The first thing is the explosion of complexity:Users are accessing sites with multiple different browsers, and using many different devicesAlso the way applications are architected, built and deployed is increasingly complex - good examples are SOA, virtualization and cloud, which we'll hear about todaySecondly, user expectations continue to rise. The 'Google Effect' is a term that describes how fast people expect even very complex applications to perform.In response to this, businesses expect IT to deliver more features, better performance, and they want you to deliver it sooner.Finally, then you have all this extra workload - but due to the challenging economic climate, you don't have extra staff or extra budget to do it with.
- This is the reason why, over 5 years ago, we realised that a new approach to application performance was required, and developed dynaTrace: dynaTrace captures every transaction on your application - so you get full context, and can make informed business decisions It traces deep, down to code level method and argument - so you can find faults fast It has low overhead so you can leave it on all the time dynaTrace traces through Java, .Net, and mixed applications from the web browser back to the database - this is the breadth and depth required to manage modern applications Finally, it is a single system that can be used across the application lifecycle by all stakeholders: architects, developers, testers, operations
- This is what has led hundreds of companies to stop using existing APM tools and switch to a new generation APM system.With that I'd like to hand over to David Morris and Paul Smith from Nisa Retail – please go ahead.
- OCS and Helpdesk are the applications monitored using dynaTrace Core system based on Oracle (Retek) RMSOCS = Order Capture SystemOur key area of interest is OCS which is used by Telesales and external customers, but also the helpdesk applicationOrder entry is via EPOS devices andWebUIOCS also gives access to Order History, Product Information, Special Offers etc.Helpdesk and OCS share a common platform
- Internal and external clientsLow volume, high complexityMulti-tier architecture
- Cut off points – significant peaks in demandMember / customer retention is critical to the businessUser satisfaction is key to customer retentionLoad on the application is increasing over time as business grows. As well as this, the application complexity is increasing, users are spending longer on the site.Load on the website is continually increasing (+20% this year)Higher customer expectations, other retail sites are fast which drives expectations for this site.Continual improvements required (46% faster this year, but this trend needs to continue)
- Intechnica are Compuware partners of Compuware.Specialising in application development and performanceConsultancy – IT strategy and BPM (BPM = Business Process Management)Involved in application development – Microsoft and AWS partnerPerformance improvement and assurance – developers and testers working together to improve client’s application performanceWe provide cloud consultancy in three areas – cloud environment provisioning, cloud app dev and cloud testing.Intechnica has been working with Nisa for 6 years and is currently involved in Strategic performance improvementsTactical problem resolution …….the way we’re able to do both those things is via the dynaTrace PurePath…
- PurePath is part of the dynaTracecore technology A PurePath helps to identify performance down to a transaction level and stores relevant information including timing information through each application layer.Helps to identify what proportion of time is spent in network, application tier, database, web servers etc. This includes through public, private, hybrid, hetereogeneous (dotnet/Java) cloud.Can also track synthetic users through an application to measure performance even when your users aren’t online.Mention good introduction to a purepath is also available on YouTube“dynaTrace PurePath Technology 2-Minute Explainer” - http://www.youtube.com/watch?v=V_Ydfows_xo As well as identifying poor performing transactions, can drill down into code and look at sequence diagrams, highlighting queries that could be cached to improve performance etc.Give visibility of system issues and assists in real time monitoring
- Here’s where we get our PurePaths from!Our dynaTrace server has its own SQL installation, sessions store and also hosts the collector.As I mentioned earlier, high complexity but low volume.Larger environments with more transaction monitoring requires more servers to host dT.Sizing guide available in documentation, or come and ask us / Compuware.Currently only monitor a single server, plan to increase scope in the near future…On a tactical level, this enables us to…
- Tactical - Analysis of an outageFunctional Health, Error drill down, Identifying problem pagesWill take you through this in a “real life” example laterSites getting more complex, involving 3rd party content, can help identify external problems, I have an example of this…Can also use e.g.Layer breakdown to diagnose problem with particular application tier.E.g. in this case blue = ADO time (ActiveX Data Objects) – Microsoft’s database clientIncreases in this layer whilst others remained constant, could be indicative of poor DB performance.dT can help with identifying problems, through from “Fault to Fix”
- Strategic – long term viewIdentifying “db heavy” transactionsIdentifying all slow pages, ranking them, helps with prioritising performance optimisation work.Quantifying “slowness”, e.g. Is it just today? Are we busier than normal? Or is something wrong?Performance test analysis, monitor performance tests to get deep understanding of applications before they go live. Quantifying improvements through the test lifecycle and into production.Moving to longer term analysisNext slides take us through some “real world” scenarios at Nisa.
- Tactical exampleReceived a phone call to say that members were complaining of difficulties logging into OCS.14:15 - Approaching afternoon cut-off, so a critical time for the business.Inability to place orders causes delays to the daily order and has knock on effects throughout the business, warehousing, stock control, just-in-time ordering etc.Very efficient warehouse operation, saves costs through efficiencies (JIT etc.) but tight schedules for deliveries / despatches, over 1000 vehicle movements per shift.
- This screenshot taken “after the event”, because during the triage of problem didn’t hand around to take screenshots!Approx 5 minutes into the problem, clicked on “red bar”.Drilled down to errors page. Could see that we had experienced 16 errors in this 5-minute period.Not a crisis at this stage but a definite cause for concern.
- Drilling down into the errors to the “pure paths” view showed that all the errors were related to the home page.We drilled further and found that the problem was related to a problem with Umbraco (which handles the customer-specific content).We restarted Umbraco (single application pool) and the problem was resolved.15 minutes from problem identification to resolution.
- More strategic example.This view shows the PurePath page for a particular moment in time. We can see that the slowest transaction here is “View Order” taking approx 3 seconds. This is a critical interaction on an ecommerce site: if the page takes too long to load, users will lose confidence in your ability to correctly process their order.Member confidence is critical (member retention), helps to retain members and ensure that they keep coming back.This type of performance is vital both for Nisa as well as traditional B2C websites.We can use dT to see where that time is spent.
- By clicking on the “blob” we can highlight where the time is spent.The portion of the purepath represented by the largest “blob” is where the bulk of the time is spent.
- In the lower part of the screen we can see that of 3.082 seconds, 1.567 seconds was ASP execution time.In this case though we know that this execution time can include db wait time.Often see a large elapsed time on rows which show a db query.This gives us an insight into the application behaviour both under normal as well as high-load.Helps to give testers, operations people and developers a better understanding of the application.***And also, of course, fixing the problem leads to better customer satisfaction, customer retention and ultimately more revenue!***
- Tactical examplePurepaths can also be used for fault diagnosis.These 2 purepaths show performance for a particular aspx before (green) and after (amber) an incidentView has been filtered to only contain these two queries. There are options to compare purepaths from different times to help diagnose problems.The two purepaths represent the same business process taking very different amounts of time to complete.LHS = 9.8sRHS = 107s !!
- In this case diagnosis was easy, I hovered my mouse cursor over the “block” in the purepath and it showed the name of the ASP control where the time was being spent.Ion this case it was a method called “RenderWeather”.
- By clicking on the block, the method and class affected by the poor performance was highlighted so I could contact the developers / support team quickly with an initial diagnosis.Again this was business affecting because the slow page load time was preventing users from logging into the system and placing orders.
- The third party site which provided the forecast was down.Because the calls the external content were synchronous, users were forced to wait over 100 seconds for their login to succeed!We fixed this problem in the short term by removing the weather call.This then led us to consider some other longer term improvements for the home page. We made several calls asynchronous and so transparent to users.Users can now wait for content (if they want it) or click on to the next page if they’re in a rush (e.g. order entry)***Gave control of the experience to the user***
- Red arrow indicates that this image “scrolls for “miles”Our investigation of the weather problem caused us to look at login specifically.We had already made performance improvements to the site but they had gone unnoticed by the majority of users.Perception was that “login was slow” therefore the “site was slow”.I looked at the sequence diagrams for the home page and could see “chattiness”, frequent repeated calls to back-end.This is a screenshot that I sent to our developer in an email, my comment helped to draw the importance of home page improvements to the developer team.To counter this, the developers implemented more caching on a per-user and per-session basis.
- As a result of the performance improvements to home.aspx, we achieved several things.On a technical level, 70-80% performance improvement on the login page.Best bit was “user perception”. Users commented on faster order entry etc. even though those improvements had been in for several weeks by the time this change was made.Against an increasing load (more than doubled hits/day since January) we are continuing to deliver faster response times. Still averaging 46% faster than at the start of the year!
- Another example of performance optimisation is shown by another “screenshot”.I identified a correlation between poor performing pages and a particular stored procedure in the database.All the pages outlined in red were performing poorly. Drilling down into them showed that the purepaths related to these pages were all timing out as they executed a certain stored procedure. This was linked to pages where certain adverts were published .Dev team rewrote the stored procedure, we re-tested and deployed into production and reduced response times for this page by 20%.As well as reducing response times, more importantly we reduced load on the Oracle database.Database utilisation (measured in our test environment) showed a fall from 22% to 13% CPU utilisation.
- Graph added yesterday !!Graphs show purepath response times for OCS application after helpdesk performance improvemetns made on 10th July.Same time 11:00 to 12:00 (peak hour).Same scale on graphs.Immediate visual indication of changes to response times.
- As well as identifying current problems, can use to compare performance over time.e.g. This example shows a a recurring performance issue where database problems (bad Oracle plan selection) affected application performance.DynaTrace helped to identify the characteristics of poor db performance and allowed us to differentiate between “bad days” and “busy days”.This problem has now been resolved.The lower chart taken from June-July shows more stable performance, fewer peaks. Also interesting to note the peaks on Monday-Friday, quieter weekends.
- One way of improving performance has been to identify queries that are executed frequently or take a long time.dT helps us to identify these queries without bothering the DBAs. This reduces time taken to identify problems and fix them.Using dT to monitor tests, allows us to fix problems in test environments before production DBAs identify problems with the customer-facing system.
- As well as identifying slow database queries, can sort by “slowest pages”.Helps to identify next areas to focus on when planning performance improvements.e.g. in this case Order History – not crucial to placing orders, but frequently accessed by members.Blurred out potentially sensitive data
- Can customisedT in two ways, as well as labelling purepaths with the name of a business transaction e.g. renaming order_entry/order.aspx to “Place Order”.Can label transactions from performance test tools. In this case Facilita Forecast, but also supported by SilkPerformer and LoadRunner OOTB.And we’re now using Compuware Load360 to monitor synthetic user requestsCan simply add a customer header including the virtual user name, transaction name, script name etc. to help identify page requests and tie them down to business processes / test steps.
- Quantifying performance improvements is important because user perceptions……..Some ad-hoc improvements, limited feedback from members.When improved home, people noticed other improvements that were already there.They may not notice some improvements whilst they’re hung up on another issue or perceived problem.Story behind each bullet point
- Less complaints requiring human intervention*** Less complaints = improved service! ****** Less human intervention = time and money saved***Less time spent bug hunting *** = IT staff time is being better spent ****** Better user experience***Reintroduction of targeted ads, better for members, better for Nisa (improving sales etc.)*** Example of the the 3rd party weather plugin ******Overall *** Better customer experience -> better client / member retention***More salesNisa Retail has fewer customers than a B2C ecommerce site, but that makes each customer that much more important!Each store is a significant revenue stream – by delivering great performance and user experience we keep them coming back. They know they can rely on us.***
- Current situation – partial view – single server monitored.Useful but limited when asked “can you see poor performance”, especially if only a single user or server is affectedWill add dT agents to the other servers in the web farm to give a more complete view.Continue to work on performance improvements, targettingdb and front-end heavy/frequent transactions. Working with DBAs to identify poor performing queries and optimise performance against continually increasing demands in terms of increasing application complexity and increased user load.Increased scopeLonger term analysis and trendingBusiness and IT Dashboard – integration with other monitoring tools such as Gomez APM and HP Sitescope