Data Center Real User Monitoring

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Data Center Real User Monitoring

Getting Started

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Please direct questions about Data Center Real User Monitoring or comments on this document to:

APM Customer Support

FrontLine Support Login Page: http://go.compuware.com

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This product contains confidential information and trade secrets of Compuware Corporation. Disclosure is prohibited without the prior express written permission of Compuware Corporation. Use of this product is subject to the terms and conditions of the user's License Agreement with Compuware Corporation.

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Compuware, FrontLine, Network Monitoring, Synthetic Monitoring, Server Monitoring, Transaction Trace Analysis, Compuware APM, VantageView, Compuware APM, Real-User Monitoring – First Mile, and Gomez Performance Network are trademarks or registered trademarks of Compuware Corporation.

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I N T R O D U C T I O N

Who Should Read This Guide

This guide is intended for new users of Data Center Real User Monitoring (DCRUM), including Agentless Monitoring Device, Advanced Diagnostics Server, and Central Analysis Server. It guides you through basic features of DCRUM and explains how to start using the product.

Organization of the Guide

The Data Center Real User Monitoring Getting Started Guide is organized as follows:

• Data Center Real User Monitoring Overview [p. 9] - Describes the Data Center Real User Monitoring product, its architecture, and its basic components.

• Purchase Options [p. 23] - Lists solutions you can choose from when buying Data Center Real User Monitoring products.

• System Requirements [p. 25] - Lists the recommended and required hardware and software. • Designing and Implementing a DCRUM Solution [p. 31] - Describes designing and

implementing a DCRUM solution as a process consisting of many steps, beginning with fact gathering and defining and prioritizing goals.

• Example DCRUM Usage for a Small Site [p. 43] - Describes monitoring all of the HTTP traffic in general, monitoring traffic to a specific server and reporting all URLs for that server.

• DCRUM Installation Process Overview [p. 54] - Describes how to install Data Center Real User Monitoring.

• Licensing Data Center Real User Monitoring Components [p. 57] - Describes Compuware licensing options.

• Multi-Level Hierarchy Reporting [p. 61] - Describes the data organization for reports. • Applications, Transactions, and Tiers [p. 67] - Provides definitions and conceptual

information for applications, transactions and tiers.

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• Protocols Supported by ADS [p. 79] - Lists protocols supported by ADS.

Related Publications

Documentation for your product is distributed on the product media. For DCRUM, it is located in the \Documentation directory. It can also be accessed from the Media Browser.

You can also access online documentation for Compuware products via our FrontLine support site at http://go.compuware.com. FrontLine provides fast access to information about your Compuware products. You can download documentation and FAQs as well as browse, ask questions, and get answers on user forums (requires subscription). The first time you access FrontLine, you are required to register and obtain a password. Registration is free.

PDF files can be viewed with Adobe Reader version 7 or later. If you do not have the Reader application installed, you can download the setup file from the Adobe Web site at

http://www.adobe.com/downloads/.

Customer Support Information

FrontLine Support Website

You can access information for Compuware products via our FrontLine support site. You can review frequently asked questions, read or download documentation, access product fixes, or e-mail your questions or comments. The first time you access FrontLine, you are required to register and obtain a password. Registration is free. To access FrontLine, log in to

http://go.compuware.com. Select your product from the Product Support dropdown list.

Contacting Customer Support

Phone

• USA and Canada: 1-800-538-7822 or 1-313-227-5444.

• All other countries: Contact your local Compuware office. Contact information is available at http://go.compuware.com.

Web

You can report issues via the Report and Track Calls tab on the FrontLine home page.

NOTE

Please report all high-priority issues by phone.

APM Community

You can find product documentation, forums with product experts, product fixes and more information at the Compuware APM Community. You must register and login to access the Community. Email apmsupport@compuware.com Mail Customer Support Compuware Corporation Introduction

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One Campus Martius Detroit, MI 48226-5099

Corporate Website

To access the Compuware website, go to http://www.compuware.com. The Compuware site provides a variety of product and support information.

Reporting a Problem

When contacting APM Customer Support, please provide as much information as possible about your environment and the circumstances that led to the difficulty.

You should be ready to provide:

• Client number. This number is assigned to you by Compuware and is recorded on your sales contract.

• The version number of the AMD, report servers, and RUM Console with RUM Console Server.

Report Server

Use the report server GUI by selecting Help ➤ Product Information ➤ About, or

Tools ➤ Diagnostics ➤ System Status.

AMD

In RUM Console, navigate to Devices and Connections ➤ Manage Devices, select an AMD from the devices list and read the version.

RUM Console and RUM Console Server

Use the RUM Console GUI by selecting Help ➤ About menu item.

TCAM

Use the TCAM GUI by selecting Help ➤ About menu item.

• Environment information, such as the operating system and release (including service pack level) on which the product (AMD, report server) is installed, memory, hardware/network specifications, and the names and releases of other applications that were running. • Problem description, including screen captures.

• Exact error messages, if any (screen captures recommended).

• Whether or not the problem is reproducible. If it is, include a sequence of steps for problem recreation. If it is not, include a description of the actions taken before the problem occurred. • A description of the actions that may have been taken to recover from the problem, and

their results.

• Debug information for specific components obtained from RUM Console. ◦ Information about the RUM Console itself.

To export all the information, navigate to Help ➤ Export Console Diagnostics in the RUM Console menu.

◦ Information about the report servers.

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To export the information for a specific ADS or CAS, navigate to Devices and

Connections ➤ Manage Devices, and choose Export diagnostic information from the context menu of the particular device.

Include data collector diag.

Option to include diagnostic information on data collectors attached to the report server.

Installation logs

Option to include installation information logged and saved on the server.

SQL trace logs

Option to include trace logs of SQL queries.

Save as

Destination path and filename for the diagnostic package file. ◦ Information about the AMD.

To export the information for a specific AMD, navigate to Devices and Connections ➤

Manage Devices, and choose Export diagnostic information from the context menu

of the particular device.

Include data files

Option to include fragments of traffic data.

Begin and End

Time range of the monitoring data to be included with the diagnostics.

Data file filter (RegEx)

Regular expression filter for monitoring data files generated during the defined time range.

Save as

Destination path and filename for the diagnostic package file. • Information from the TCAM

System Event log of the machine where the TCAM is operating.

• TCAM logs which by default are stored in C:\ProgramData\Compuware\VTCAM for Windows Server 2008 and C:\Documents and Settings\All

Users\Compuware\VTCAM for Windows Server 2003.

NOTE

Please compress all the files before sending them to Customer Support.

Compuware values your comments and suggestions about the Compuware APM products and documentation. Your feedback is very important to us. If you have questions or suggestions for improvement, please let us know.

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C H A P T E R 1

Data Center Real User Monitoring Overview

Data Center Real User Monitoring (DCRUM) is an effective, non-intrusive choice for monitoring business applications that are accessed by employees, partners, and customers outside the corporate enterprise or from the corporate network (intranet or extranet).

DCRUM passively collects data from a switch port or tap in your data center using an Agentless Monitoring Device (AMD). This approach complements Synthetic Monitoring agent-based monitoring, which measures predictable, predefined transactions from a steady-state client. Together, agentless and agent-based monitoring give you total visibility of the infrastructure so you can see when and where slowdowns occur, respond to them faster, and prevent them from impacting business.

DCRUM targets Web-based applications and their supporting middleware and databases, providing an excellent picture of end-user experience, supplemented by analysis of the network and Web server impact on transaction performance. The software highlights the most widely used Web pages to help with the prioritization of problem resolution efforts.

Monitoring between server tiers provides response times for database and middleware operations. In a Citrix environment, agentless monitoring ties these back-end performance measurements to the end user who initiated the transaction. For all other enterprise applications, DCRUM can be used to gauge application performance using metrics such as user wait time, server delay, network delay, and throughput.

Key features of DCRUM products

Excellent visibility

DCRUM shows you all users, all applications, all the time for internal and remote workers, business partners, and customers.

No network overhead

DCRUM introduces no additional load to the application infrastructure.

Low administration

The AMD enables you to monitor the end-user experience of external Web users and communication between application tiers without the need to modify application code. This lowers the cost of monitoring your application, regardless of its complexity and architecture.

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Benefits of choosing the DCRUM solution

DCRUM:

• Ensures measuring actual end-user experience for both Web and non-Web applications (including Oracle eBusiness, Citrix-hosted, Siebel, PeopleSoft, SAP and other packaged and homegrown mission critical applications) in a single solution.

• Helps to identify the root cause of performance issues with detailed client, network, server and application performance analysis.

• Helps to diagnose application performance problems with deep insight into application tier interaction, including SOAP, XML, Informix, WebSphere MQ, SQL Server, Oracle, and Sybase.

• Scales with the needs of the largest organizations to manage enterprise applications. • Integrates with Compuware APM solutions for Business Service Management and

Application Analytics.

Basic DCRUM monitoring concepts

When working with DCRUM reports, you will come across terms relating to Compuware APM Service Model components, or other basic monitoring concepts:

Operation

Operations in the context of the particular protocol, and can mean HTTP/HTTPS page loads, database queries, XML (transactional services) operations, Jolt transactions on a Tuxedo server, e-mails, DNS requests, Oracle Forms submissions, MQ operations, VoIP calls, MS Exchange operations, or SAP operations. A collection of operations (sequenced or not) or a single operation may constitute a transaction.

Transaction

Transaction can mean one of the following: • A single operation such as a Web page load.

• Sequences of operations: DCRUM monitors sequences of Web page loads and sequences of XML calls, and it reports on these sequences (as transactions) and on individual operations within sequences.

• Collections of non-sequenced operations.

Transaction defines a logical, business goal, like registration in an online store. One or more transactions constitute an application. Note that a transaction can only have one parent application.

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Figure 1. Hierarchy of Applications and Transactions Application Transaction 1

...

Transaction n Transaction 2 XML call 1 XML call 2 XML call n

.

Operation 1

.

Operation 2

.

Operation n ... ...

.

Operation 1

.

Application

The base measurement unit that end users access: a universal container that accommodates transactions. Each application can contain one or more transactions.

Software service

A service, implemented by a specific piece of software, offered on a TCP or UDP port of one or more servers and identified by a particular TCP port number. Software services are identified on reports by either port numbers or assigned names.

It is also possible to configure the report server to define software services as services on particular ports of particular servers. In this case, a software service is identified by a combination of a port number and a server IP addresses.

Site

An IP network from which users log in to a monitored network. A site can be a range of IP addresses set manually, referred to as a class-C IP network, or an automatically set class-B network, or it can be a range of addresses defined by a customized network mask, or a set of IP networks which is based on the BGP routing table analysis. Sites can be grouped together into areas, which in turn can be grouped together into regions.

Basic Product Architecture

The Data Center Real User Monitoring (DCRUM) solution consists of two logical tiers and a configuration component:

Measurement data collector

Agentless Monitoring Device (AMD), a network device that analyzes network traffic and feeds the application and network performance data to report servers. This is the basis for the analysis of end-user experience and IT resource usage. There may be one or more, depending on the sizing requirements and monitored application/network topology.

Report server

Both of the following, or only Central Analysis Server: • Central Analysis Server (CAS)

CAS is the main reporting component for DCRUM. CAS reads data from one or more AMDs and Network Monitoring Probes, maintains a short-term and long-term database Chapter 1 ∙ Data Center Real User Monitoring Overview

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of the measurements data, and provides reports, alerts, and configuration means for the whole DCRUM system.

• Advanced Diagnostics Server (ADS)

ADS provides detailed, graphical analysis of individual, multi-page Web transactions. This is supplemented with tools that help identify the system causes of performance degradation.

RUM Console

DCRUM component for configuring the monitoring system (both monitoring and reporting devices), traffic monitoring rules and the alert system. Use this to verify the quality of sniffing points traffic detection, record traffic, preview the captured traffic traces, and view top application categories. It offers a step-by-step guide to configuring application traffic monitoring for first-time Compuware APM users and a wizard-based process for creating and editing software service.

One CAS can read performance data from more than one AMD. Multiple AMDs may be necessary to handle all the monitored traffic or to cover all the monitored physical locations (data centers). One AMD can also feed more than one report server (CAS or ADS or both).

Figure 2. An example of a simple DCRUM topology

Internet/Intranet

Web server

Load balancer 1sttier application

servers 2ndtier application servers Database and back-end servers AMD

Advanced Diagnostics Server Central Analysis Server Report user

RUM Console

Concept of Protocol Analyzers

An analyzer (or decode) is a software component that monitors, parses, and analyzes a network protocol detected in the monitored traffic. Some of the analyzers perform transaction monitoring: they can recognize exchanges of information where there is a recognizable question-and-answer dialog.

The analyzers present on your AMD depend on the license you purchased. Even if the AMD monitors a specific protocol and you are able to configure the AMD to monitor that protocol using a particular analyzer, performance data regarding that protocol will not be generated by Chapter 1 ∙ Data Center Real User Monitoring Overview

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the AMD if you do not have a license for that analyzer. When there is no license present for a protocol, RUM Console displays a warning message stating that the license for that particular analyzer is missing.

Central Analysis Server Overview

The Central Analysis Server provides real-time access to information about performance and usage of key business applications. It monitors user session performance, application

performance, and server performance in different configurations, with the purpose of identifying when and where problems occur and how to address them.

Analysis options give insight into business application performance on the transaction and operation level. The information is aligned with the business structure of the organization (such as branches, working groups, and business units) and is not dependent on the infrastructure components. It is delivered via comprehensive, interactive, service-oriented reports, and via event-driven alerts that inform you about important events such as performance degradation or traffic pattern anomalies.

CAS reports enable you to see a complete view of your application performance. The report structure reflects business organization priorities and allows for quick determination of the root causes of problems. The CAS is equipped with powerful data mining and report building tools for creating new or customized reports quickly and easily.

The CAS uses measurement data provided by passive network monitoring devices referred to as Agentless Monitoring Devices or Network Monitoring Probes, and by synthetic network monitoring agents referred to as Synthetic Monitoring Agents. The CAS can also read data from the Cisco Network Analysis Module (NAM).

In real user monitoring, one or more AMDs, Network Monitoring Probes, or NAMs are attached to the monitored network near the core switch of the data center or near VPN access switches. The AMDs and Network Monitoring Probes collect data from the monitored network, preprocess it, and deliver it to the report server. Each report server can handle a number of AMDs and Network Monitoring Probes. The report server processes the received data further, stores it in a database, and then generates user-friendly reports. Reports can then be viewed and analyzed regularly or only when a network problem occurs.

The CAS provides:

• Web analysis and reporting

• Decryption and analysis of HTTPS traffic • Monitoring of SSL errors

• Analysis of middleware transactions (XML, SOAP, and others) • Analysis of various database protocols

• Analysis of the Oracle Forms protocol

• Analysis of Microsoft Exchange and SMTP protocols • Analysis of a selection of SAP protocols

• Thin client (ICA) protocol analysis • VoIP analysis

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• VPN analysis • WAN analysis

• Enterprise applications analysis and reporting

• Real-time reports, trending reports, and baseline calculations • Detection of abnormal application usage and network usage patterns • User diagnostics

• Report access management, publication, and sharing • Customizable reports

For more information, see Protocols Supported by CAS [p. 71].

Integrating Compuware APM Solutions

There are several integration points between Compuware APM and Gomez SaaS solutions. • Customers using the Data Center Real User Monitoring solution can have Compuware

APM Integrated Health View link to Central Analysis Server reports.

• Customers using the Data Center Real User Monitoring solution can see data from the Central Analysis Server directly in the Gomez Platform.

• Customers using Business Service Management solution can use a new script adapter to bring Compuware APM data into their Service Model.

CAS Personality

The CAS can be licensed in one of two personalities: Web or Network. The personality determines the types of reports offered.

CAS-Web and CAS-Network are intended to work separately, on separate hardware, but they can also be installed together in the same CAS instance. This option is particularly useful for monitoring sites with relatively low traffic, where one machine has much more capacity than is required either by CAS-Web or CAS-Network.

Web

CAS-Web is used primarily for analysis of end-user experience with Web-hosted applications:

• Analysis options for HTTP, SMTP, and DNS

• Dedicated reports for HTTP (including per-URL reports), SMTP, and DNS • DMI access to all data, including HTTP (with per-URL data), SMTP, and DNS

Network

CAS-Network is used for analysis of performance and usage of key IT resources: • Analysis options for HTTP, SMTP, DNS and TCP generic transactions

• Reports providing a unified view of all applications; no dedicated reports for HTTP, SMTP, or DNS

• DMI access to all data, including HTTP (no per-URL data), SMTP, and DNS Chapter 1 ∙ Data Center Real User Monitoring Overview

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Regardless of the CAS personality settings and licenses, the reports from the Reports menu are always available.

CAS is licensed with one or more supplemental analysis options, unrelated to personality settings and depending on the presence of their own licenses. Get the full list of licensed features from your account manager. For more information on CAS analysis capabilities, see Protocols Supported by CAS [p. 71].

NOTE

Personality selection or change is allowed only if the product is licensed for the target personality, although the license may be temporary.

CAS Reports

CAS provides detailed tabular and graphical interactive reports. These reports illustrate near real-time visibility of all user traffic to monitored Web sites and enterprise applications. CAS recognizes and counts all real Web site users and application server users. It also reports on usage, availability, network and server performance, and errors for all Web and non-Web applications.

CAS reporting includes:

• Pre-built scorecard and dashboard reports for Web and enterprise applications. These reports drill down to detailed reports for instant diagnosis of performance degradation.

• Real-time, trending, and baseline reports

• A rules-based alerting engine with advanced programming capabilities

• Data Mining Interface (DMI), a powerful report design tool used to create customizable reports

• Detection of abnormal application and network usage patterns and application performance and error exceptions. Predefined alerts are delivered as SNMP traps and e-mails.

For a complete description of CAS reports, please refer to Data Center Real User Monitoring

Central Analysis Server User Guide or user guides specific for licensed features you purchased.

For example, reports related to Cerner Millennium are described in Data Center Real User

Monitoring Cerner Application Monitoring User Guide.

Advanced Diagnostics Server Overview

The ADS analyzes key transactional application protocols and delivers definite answers to individual user problems regarding performance and errors of business-critical front-end and back-end applications. ADS measurements have sub-millisecond accuracy for precisely identifying faulty components and operations.

The ADS analyzes the following transactional application protocols: • HTTP/HTTPS

• Oracle Forms • SAP

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• Oracle • MS SQL • Sybase • DB2 • SOAP • XML

The ADS also supports sequential transaction monitoring with exact measurements of the transaction sequence path, inter-step timings, and execution flow. This helps you troubleshoot business processes supported by monitored applications. Performance, usage, and errors for each application user are mapped to the transactions executed through the Web site interaction. The ADS builds an analytical model of Web site performance to find systemic problems that cause the HTTP/S-based application performance degradation. Systemic problem occurrences, reasons, and effects are quantified and assigned to the network, server, client delays or content design domains. Effect quantification and severity are presented simpley as the number of slow operations due to a particular domain failure. This helps to focus efforts on addressing the most severe Web site problems.

The ADS provides you with:

• Detailed analysis of every application user, including every single operation and

sub-operation (for example, HTTP page and page component) requested by the user, down to insight into the complete HTTP request header, request content, and response header. • Problem-solving reports for sites that find systemic problems caused by HTTP-based

application performance degradation (slow operations are categorized due to the operation size, application design, client link speed, or server issues).

• Detailed reporting on the users' request attributes and response messages communicated to users through HTML pages. These are “soft errors” like information on a requested product that is out of stock or the inability to process a reservation because a partner site did not respond.

• Transaction troubleshooting with insight into the exact sequence of steps taken by the user and with a drilldown to individual step execution flow and performance influencers. • Integration with CAS reporting. This extends the CAS report workflow with detailed

reporting on key application protocols. Concurrently, the ADS is capable of filtering out all but the most critical operations, transactions, and users, so the database is not overloaded with unnecessary details.

ADS Scalability Modes

The Advanced Diagnostics Server has only one personality, but you can set it up in one of two scalability modes.

Large Web site mode

Using this scalability mode, the ADS does not record per-HTTP-hit information, which reduces the volume of information kept in the SQL database to about 10M page loads per day. Keeping only per-page data, however, results in limited access to the HTTP hit Chapter 1 ∙ Data Center Real User Monitoring Overview

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information. Whenever a user requests information on the analyzed page loads, the data is read directly from AMDs. This option makes it possible to view load sequence charts for an individual page load, but does not allow for aggregation of the information for more than one page load.

Small Web site mode

Using this scalability mode, the ADS records each individual page and each individual page hit in the database, so hit-level information can be used for planning purposes and historical analysis. A disadvantage to this solution is that the hit-level database affects the whole ADS database size. Additionally, since report response time influences ADS capacity, the capacity drops down and it is affected by the response time of hit-level reports. In practice, it means about 2M pages (approximately 10M hits) per day.

ADS Reports

The Advanced Diagnostics Server provides detailed insight into Web page and transaction performance, which helps troubleshoot specific Web site problems.

ADS provides:

• A pre-built scorecard and dashboard reports for Web and enterprise applications with drilldown to detailed reports for instant diagnosis of performance degradation. • A rules-based alerting engine with advanced programming capabilities.

• The Data Mining Interface (DMI), which is a powerful tool for creating customizable reports quickly and easily.

• The detection of abnormal application and network usage patterns and application performance and error exceptions. Includes pre-defined alerts that are delivered as SNMP traps and e-mails.

For a detailed description of ADS reports, please refer to the Advanced Diagnostics Server User

Guide.

Alerts and Traps

The report server has a very flexible problem-detection and alert system with multiple levels of filtering.

Alerts are sent to recipients based on subscriptions. Users (referred to as alert subscribers) can select which alerts they want to receive, apply additional filtering criteria, and select the delivery mechanism. Alerts can be sent to a specified e-mail address or via an SNMP trap. You can also generate alerts without subscribers. These are recorded in the alert logs, which store records of all generated alerts.

The alert subsystem caters to various requirements. You can modify the existing alert definitions (those owned by System) or define new alerts.

You can send an alert when an error condition is observed for a certain period of time or repeated several times.

You can cancel an alert can immediately after the error condition disappears, and has not reappeared for a specified number of minutes or reporting cycles.

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You can receive an alert when: • An alert condition occurs

• The situation reverts back to normal

• An alert occurs at regular intervals throughout the duration of the condition that caused it

Data Mining Interface

The Data Mining Interface (DMI) is a Web-based, interactive, dynamic report-building module. DMI reports immediately access current data and refresh automatically when new data becomes available. Trending and baseline data is also available for customized reports. Trending data is transparently used when necessary, while baseline data is mixed with current data on the same screen.

DMI reports have variable time-range settings, variable resolution settings, and dynamic sorting and filtering mechanisms. Trending and baseline data is also available for DMI reports. Trending data is transparently used when necessary, while baseline data is mixed with current data on the same screen.

Use DMIto generate tabular reports and charts and mix multiple report sections on the same page. The reports can have a hierarchical structure with contextual drilldown, sibling, and parent reports.

Report definitions are saved in the database and reports are re-run when opened. The DMI is equipped with an integrated persistent report cache that optimizes report re-run requests in the context of real-time data changes in the database.

The DMI integrates with a Data Center Real User Monitoring database, providing access restrictions, based on the Data Center Real User Monitoring user identity. Predefined DMI reports are available for various types of users and include high-level scorecards for IT executives, and dedicated planning and monitoring reports for staff responsible for application service delivery.

The DMI can also be integrated with VantageView and used as the custom reporting engine.

Figure 3. An example of a Subject Data tab

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Data Views

Within each section, for each data provider you can select a data view from the Data

Views list. A data view is a set of dimensions and metrics maintained internally by DMI

and related to specific issues or topics. The name of the data provider (for example, Central

Analysis Server) appears in each section on the left-hand side of the header bar.

Figure 4. An example set of data views for a data provider

Data Sources

You can select the data source in the Data Sources list below the Data Views list.

Display Name

To give a section a name, type the name in the Display Name edit box.

NOTE

To cancel all of the selections that you have made and clear the form, click the Reset button in the bottom-right corner of the screen (not provided if you are using DMI in VantageView). Refer to the Data Center Real User Monitoring Data Mining Interface (DMI) User Guide.

Support for Citrix Servers and Windows Terminal

Services

Thin Client Analysis Module (TCAM) is a software module that supports monitoring application traffic in enterprise environments that use Citrix Servers or Windows Terminal Services.

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The TCAM does the following:

• Creates an association between users and their sessions. • Monitors performance of hardware to which TCAM is applied.

Creating Associations Between Users and Sessions

The TCAM creates an association between a user and their sessions. This information is then passed to AMD as shown in Figure 5. Thin Client Analysis Module Operation [p. 20].

Figure 5. Thin Client Analysis Module Operation

Citrix Presentation Server

AMD

Application server Users

Front-end traffic (ICA protocol) Presentation data Back-end traffic Application data Performance data Session mapping data

At the front end, there is a terminal session between a user and the presentation server. The user runs an application that causes a back-end session to open a session between the presentation server and an application server. The back-end session carries the actual user transactions, but it is impossible to determine which users the back sessions belong to because no user

identification is carried in the sessions at the back end.

The monitoring system determines which back-end sessions belong to which user. Only this association allows for actual user experience monitoring.

NOTE

To create the associations between users and sessions, TCAM relies on applications being executed under specific user names. However, when a user runs an application that has been started as a system service, the association is not possible. Also, the session is not associated with the user if the user, using a Citrix server communicating with a monitored application, logs in and then disconnects.

Monitoring Hardware Performance

TCAM also monitors the performance of the hardware to which it is applied and sends the results to the AMD. The performance information includes:

• CPU utilization

• Physical disk utilization • Memory utilization

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• Number of Terminal Services sessions • Number of active Terminal Services sessions

Limitations

Monolithic applications

The TCAM works for distributed applications (such as Oracle Forms and Web-enabled applications) but not for monolithic applications that run solely on Citrix server within the user's memory space (such as image processing). For monolithic applications, it may be the case that performance cannot be assessed by looking at network packets behind the Citrix server. We may not even know that this application is in use by the end users. For information on how to install and configure TCAM and about monitoring and reporting on Citrix-based environments refer to Data Center Real User Monitoring Citrix/Windows Terminal

Services Monitoring User Guide.

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C H A P T E R 2

Purchase Options

All Data Center Real User Monitoring devices can be delivered as a software or turnkey solution. This means that you can buy Compuware software alone or as part of a ready-to-use hardware and software installation.

AMD Software Solution

• The kickstart file. This is required for installing Red Hat Enterprise Linux, which is the supported operating system for the AMD.

Customers must obtain the Red Hat Enterprise Linux 5 or 6 from Red Hat.

NOTE

Red Hat Enterprise Linux is sold on a per-socket-pair basis, so that the prices in the vendor's directory affect every two populated sockets in the server. Choose a subscription based on the target hardware architecture for your AMD. For more information on operating system licensing, refer to the Red Hat Web site

(http://www.redhat.com/rhel/purchasing_guide.html).

Except as noted, the AMD has the same functionality and performance on all versions of the supported versions of Red Hat Enterprise Linux operating system.

• AMD software.

• Product documentation.

All the AMD software and documentation is shipped with the AMD installation media. It enables you to build the AMD on hardware that conforms to the Compuware

specifications, rebuild the AMD in case of hardware failure, or upgrade it to the current version.

The media contains the AMD software without the operating system.

AMD Turnkey Solution

• Hardware (a rack-mounted, server-grade computer; network adapters; and an optional SSL accelerator card).Compuware provides a complete list of hardware recommended by , please refer to Recommended Hardware Configurations.

• Red Hat Enterprise Linux 5 operating system, already installed on the hardware; the installation media is also included.

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NOTE

The Red Hat Enterprise Linux operating system can be obtained and activated either by a customer, or by Compuware on behalf of a customer.

• AMD software installed on the hardware. • Product documentation.

All the AMD software and documentation is shipped with the AMD installation media. It enables you to build the AMD on hardware that conforms to the Compuware

specifications, rebuild the AMD in case of hardware failure, or upgrade it to the current version.

CAS/ADS software solution

• CAS/ADS software. • Product documentation.

All Compuware CAS/ADS software and documentation is shipped with the CAS/ADS installation media.

Note that CAS software requires a third-party operating system and database software to run, and it should be installed on hardware that meets the Compuware recommendation for processing capacity.

CAS/ADS turnkey solution

• Hardware (a rack-mounted, server-grade computer). For a complete list of hardware recommended by Compuware, please refer to Recommended Hardware Configurations. • CAS/ADS software.

• Product documentation.

• Third-party software required to run the report server, such as operating system, database server, and other utilities. Refer to the list of the recommended software. For more information, see Third-Party Software Required and Recommended for Report Server [p. 29]. Each of the third-party software packages and its end-user license agreement is delivered on a separate CD or as a downloadable installation program on the hard disk of the server. Compuware delivers the CAS/ADS turnkey solution with five Microsoft SQL Server User CALs, which means that you have five CALs to assign to users accessing CAS reports, and another five if you have purchased both CAS and ADS.

All Compuware CAS/ADS software and documentation is shipped with the CAS/ADS installation media.

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C H A P T E R 3

System Requirements

Ensure that your system meets the requirements to run DCRUM components.

NOTE

Satisfying the minimum requirements may not ensure optimal usability. Choose the most appropriate hardware and system platform to achieve a successful installation.

Recommended Hardware

Please refer to Data Center Real User Monitoring - Hardware Recommendations at FrontLine (http://frontline.compuware.com) for details on hardware configurations that have been tested by Compuware with AMD, CAS, and ADS installations. This document also provides information on add-on cards, network taps (fiber and copper) that can be used as an alternative to the mirrored ports as source of monitored data, and recommended software configurations.

Contact your sales support representative for help on choosing the best hardware for running the devices in your environment.

Sizing and Scalability

Compuware has tested hardware specifications provided for CAS and ADS for performance to ensure capacity and scalability levels as described in the Sizing and Scalability of Real-User

Monitoring - Data Center Solution guide. Compuware does not provide CAS/ADS capacity

and performance numbers on hardware platforms different from those specified: we cannot guarantee that CAS/ADS installation on hardware other than the hardware tested by us would satisfy your system performance needs.

We recognize that there are stronger hardware configurations available than those that we tested, and that CAS/ADS can scale beyond what we specified in the sizing guide if hardware and Microsoft SQL database throughput were increased. Available options include usage of a Storage Area Network (SAN) instead of a local hard disk array and an increased number of CPUs and RAM for Microsoft SQL Server usage. Note that CAS and ADS scalability in 80 to 95 percent of all cases depends on the underlying Microsoft SQL Server database scalability.

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Supported Browsers and Connectivity

DCRUM users can access report servers through supported web browsers. The following browsers are supported:

• Microsoft Internet Explorer versions 8 through 10. JavaScript and HTTP 1.1 must be enabled.

IMPORTANT

When using Internet Explorer 10, do not use Compatibility View.

1. On the Internet Explorer 10 main menu bar, select Tools ➤ F12 developer tools.

2. On the F12 developer tools menu bar, select Browser Mode ➤ Internet Explorer

10.

Data is handled differently in the HTML. Internet Explorer may experience performance degradation when viewing reports which contain many columns or tooltips.

• Mozilla Firefox versions 5 through 11. JavaScript, cookies, and HTTP 1.1 must be enabled. Before using the report server, you may have to adjust Java, JavaScript, and HTTP 1.1 settings in your browser.

NOTE

• Some configuration screens require a web browser with Java plug-in version 1.6.0 or later. • If you use 32-bit and 64-bit browsers interchangeably, you need a Java plug-in for each

browser. The Windows 64-bit operating system comes with 32-bit and 64-bit Internet Explorer browsers and the 32-bit version runs as a default.

• Java Web Start-based RUM Console requires Java JRE 6 installed on the desktop. Compuware recommends to use the latest Java JRE 6 update available from the Oracle

Web site. Note that Java Web Start-based RUM Console will only run on Windows and a 32-bit JRE.

• In Java plug-in version 1.5, TLS is turned off by default. This may cause some applets to not work in your web browser. You must turn on TLS in the Java 1.5 Control Panel to have full access to all report server features. For more information, see Enabling TLS 1.0 for the Java 1.5 Plug-In [p. 27].

• If JavaScript is not enabled, the top menu of the report server will not be visible and you will see the following message instead: This product uses JavaScript. Please make sure JavaScript is enabled in your browser settings.

• Because of the Internet Explorer security policy, you may encounter some issues when executing Java applets. You need to modify the default settings for Internet Explorer 9 to run applets. For more information, see Enabling Java Support in Internet Explorer 9 in the

Data Center Real User Monitoring Administration Guide.

ADS and CAS can be accessed using HTTP or, over secured connections using HTTPS. Compuware recommends secure access with a browser that supports TLS v.1. You may configure Chapter 3 ∙ System Requirements

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older versions of the protocol, such as SSL2 or SSL3, but generally, you should not use them. For more information, see Configuring Report Server to Use Private Keys and Certificates in the Data Center Real User Monitoring Administration Guide.

Enabling JavaScript and Support for HTTP 1.1 in a Browser

Internet Explorer

To enable JavaScript:

1. Select Tools ➤ Internet Options from the top menu in your browser.

2. Select the Security tab.

3. Click Custom level to display the Security Settings dialog box.

4. Enable Active scripting in the list of options. To enable HTTP 1.1:

1. Select Tools ➤ Internet Options from the top menu in your browser.

2. Select the Advanced tab.

3. Scroll within the Settings list to the section titled HTTP 1.1 settings and ensure that

Use HTTP 1.1 is selected.

4. Click OK and restart your browser.

Mozilla Firefox

To enable JavaScript:

1. Select Tools ➤ Options from the top menu in your browser.

2. Select the Content tab.

3. Select Enable JavaScript. To enable HTTP 1.1:

1. Open the browser and, in the address bar, type about:config and press [Enter]. The browser displays a list of current preferences.

2. Scroll to the network.http.version preference and make sure its value is 1.1. If the value is other than 1.1, double-click that row, change the value to 1.1, click OK, and restart your browser.

Enabling TLS 1.0 for the Java 1.5 Plug-In

TLS for the Java plug-in is turned on in the Security settings of the Advanced tab of the Java

Control Panel.

1. Access the Java Control Panel in one of the following ways: • Windows control panel

In Windows, select Start ➤ Settings ➤ Control Panel, then select Java to open the

Java Control Panel. Note that the Java Control Panel opens for the default Java

installation, which may not be correct for the plug-in that you are trying to modify. Chapter 3 ∙ System Requirements

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• Java installation directory:

Navigate to the bin directory where the Java version you intend to modify is installed (for example <install_dir>\jre1.5.0_11\bin). Click the file javacpl.exe to activate the configuration tool.

• Java platform icon in system tray:

Right-click the icon and choose Open Control Panel from the menu.

2. In the Java Control Panel, select the Advanced tab.

3. Expand the Security tree to display the Use TLS 1.0 option. Make sure the option is selected.

4. Click OK.

Internationalization Support

Data Center Real User Monitoring supports international environments on both ends: report server and client browser.

Localized Server Support

The user interface of the report server is rendered in the following languages: • English

• Japanese • Korean

• Chinese simplified

English is the default language setting. To support other languages, install the required font set for the target language and customize the regional options accordingly.

Character Encoding Support for Monitored Traffic

By default, only UTF-8 encoding is supported, and support for other encodings is turned off. Turn UTF-8 off selectively for HTTP processing and XML processing through the configuration options in the RUM Console.

Data Center Real User Monitoring recognizes the following character encodings:

HTTP and XML/SOAP

• ISO-8859-1 • ISO-8859-2 • Unicode (UTF-8)

• UTF-16 (XML/SOAP only)

• Japanese: EUC-JP, Shift_JIS, Unicode (UTF-8) • Korean: EUC-KR, ISO-2022-KR, Unicode (UTF-8)

• Chinese: Big5, Big5-HKSCS, EUC-TW, GB18030, GB2312, GBK, HZ, ISO-2022-CN, Unicode (UTF-8)

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MQ

Unicode (UTF-8)

Database/SQL (Oracle, TDS, DRDA, Informix)

• UTF-8 (all DB analyzers) • UTF-16 (TDS analyzer only) • EBCDIC (DRDA analyzer only)

DB statements that were not sent in a supported encoding are encoded such that all non-ASCII characters are replaced with their hexadecimal value in the form %XX, where

X is a hexadecimal digit.

SMB and Kerberos

Character encoding in monitored traffic does not affect SMB and Kerberos analyzer operations.

Jolt and FIX

Character encoding in monitored traffic does not affect Jolt and FIX analyzer operations.

Generic TCP

Character encoding in monitored traffic does not affect generic TCP analyzer operations. In addition to international character support in monitored traffic, locale-specific characters can also be used in AMD configuration and in names defined in the protocols.xml file. If you use locale-specific characters in the configuration files, save the files in UTF-8 encoding. Turning on internationalization support will adversely affect AMD performance. Performance degradation will depend on the nature of the monitored traffic.

Third-Party Software Required and Recommended for

Report Server

To operate correctly, the report server must integrate and operate successfully with third-party software.

Windows and Microsoft SQL Server are required components. Install these before you install the report server. The following are supported versions:

Operating System

Select a server capable of running one of the following Windows editions with the latest release, service packs, and 5 Client Access Licenses (CALs). The Standard Edition is appropriate for installations up to 32 GB RAM; the Enterprise Edition is appropriate for installations exceeding 32 GB RAM.

• Microsoft Windows 2003 • Microsoft Windows 2008 • Microsoft Windows 2012

SQL Server

Only Microsoft SQL Server 2005, SQL Server 2008 R2, and SQL Server 2012 are supported.

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Compuware recommends that you acquire a Microsoft SQL Server Standard Edition license with 5 Server - User Client Access Licenses (CALs). This recommendation is based on the following assumptions:

• You need a single database user connection to Microsoft SQL Server. • Only one server application is connected.

• All CAS, ADS, and RUM Console users connect through these applications to SQL Server using a web connection (Internet or intranet, depending on the deployment). Compuware assumes that you are licensing SQL Server only for this deployment of the Compuware software configurations discussed here. If the machine on which you install CAS or ADS also co-hosts other software that uses SQL Server, or if you are connecting CAS or ADS to a SQL Server installation deployed on another machine, you may need a different licensing arrangement. Be sure to examine your total configuration (including Compuware software and any other software that uses SQL Server) and acquire appropriate SQL Server licensing.

In future releases data from other Compuware modules may be co-hosted on the same SQL Server, expanding on the current single database connection.

Default User and Database Ownership Privileges

You can install the report server and Microsoft SQL database on separate machines. In such installations, however, where the database server and the report server may be governed by different security policies, be aware that the user which connects to the database has ownership privileges over the databases created for the report server.

It is possible to change the default username delta to a more meaningful value, for example you can enter Windows domain user ID.

Database space requirements

Database space required for the report server greatly depends on the type and amount of traffic that is planned to be monitored and on the report server configuration. For more information, see ADS Basic Configuration Settings in the Data Center Real User Monitoring Administration

Guide and CAS Basic Configuration Settings in the Data Center Real User Monitoring Administration Guide.

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C H A P T E R 4

Designing and Implementing a DCRUM Solution

Designing and implementing a DCRUM solution consist of many steps, beginning with fact gathering and defining and prioritizing goals.

In practice, we often have an initial instrumentation and configuration setup and use it to conduct application discovery, mirrored port validation, and actual traffic capacity and volume

measurement. The process is iterative and is refined with each iteration. After many iterations, you may have numerous custom DMI reports and alerts.

As a variation you can start with a small installation, monitoring one application, and then add more applications with each iteration. Start with user-defined software services only. The database will not overfill and the solution progresses controllably. It is not very useful for application discovery, however.

You can also start large and monitor all traffic. This is effective in a small environment where there is not too much data. This approach makes application discovery possible.

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Figure 6. Designing and Implementing a DCRUM Solution Yes No No Yes No Yes Problems found? Traffic correctly seen on reports? Complete TCP sessions present on sniffing ports? Deployment complete Start

Design solution instrumentation List all known problems and define goals

Gather facts on application topology

Install software on AMD and perform system pre-configuration

Install report server(s) and perform basic configuration

Install RUM Console

Configure software services to be monitored

Verify report server system status Interpret a system problem

Correct mirrored port connection to network

Correct monitoring configuration

Re-evaluate instrumentation and configuration

1. Gather facts on application topology

2. Goal definition and prioritization - objectives and requirements

• Decide on the granularity of monitoring, assessing sizing and capacity

• Establish key performance indicators, baselines, degradation patterns and violation thresholds

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• Decide on mode of utilization: making use of DCRUM reporting capabilities or using DCRUM as a data collection tool only, to feed into other report servers

3. Solution instrumentation design

• Determine the number of AMDs you need

• Determine the number and type of capture interfaces you need • Determine the connection points on either side of the firewall • Determine the use of SSL cards for decryption

4. Installation and basic configuration

• Install software on AMDs and performing system pre-configuration • Install report servers: CAS and/or ADS and performing basic configuration • Install RUM Configuration server and client (console)

5. Major configuration decisions and system configuration

• Decide on level of granularity: whether to monitor individual IP addresses/user IDs or if site level granularity is sufficient, and if individual URLs need to be monitored • Decide if to monitor all traffic or only user-defined software services

6. System status verification

• Check the System Status screen for each report server

• Verify that the traffic expected from each AMD (software services and volume of traffic) is correctly seen on reports

• Correct port spanning, if there are no complete TCP sessions on AMDs • Eliminate duplicate packets

• Re-evaluate monitoring configuration settings with emphasis on choice of analyzer, if traffic is present on AMDs but not visible on reports

7. Reporting and notification mechanisms design • Select the set of ready-made reports to be used • Define alerts

8. Continuous service improvement

• Go over all of the steps and repeating each step as required • Create custom DMI reports

• Decide on target audience for reports

• Re-evaluate the monitoring granularity, re-assessing sizing and capacity • Refine and extend the set of alerts

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Gather Facts on Application Topology

Gathering facts on application topology is the first step in implementing a DCRUM solution. Understanding the structure and nature of the network to be monitored and its operating applications help to establish appropriate objectives for your solution.

In large enterprises, several servers provide multiple applications. These servers are behind a device that acts as a load balancer (and firewall). External users access the applications via the virtual IP address of the load balancer. In addition, local users access the applications over a fast network, and remote users access the applications over a wide area network with higher latency.

Figure 7. A typical IT Structure of an Enterprise

Active DB Server Standby DB Server Remote users

Corporate WAN/Internet

Switches

Application Middle Tier Web Front End

Firewall / Load balancer HQ users

DB Cluster / Load balancer

Individual server IPs

VIP VIP and individual server IPs TCP session irregularities, such as source/destination IP substitutions.

Individual DB servers IPs

Cluster IP/VIP Load balancer

This structure includes a front end consisting of two separate tiers: • A first tier consisting of remote users and ending at the load balancer • A second tier consisting of Web servers behind the load balancer

NOTE

If the firewall is pass-through and this is where TCP sessions terminate, then this is your entire front end. Usually the sessions do not terminate there, and go all the way through to the Web servers. Therefore it is important to understand the topology of the solution at the TCP level. To fully monitor the complete user experience, it is important that monitoring be performed for both of these tiers. Capturing traffic in the data center behind the load balancer enables you to observe your network transfer characteristics and see whether there are any problems with any individual Web servers.

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However, monitoring of the second tier may not possible. Therefore, in a typical situation with the front-end consisting of the above two tiers, there are two sets of software services:

• The software services before the load balancer, defined by the names of the applications and the IP of the load balancer.

• The software services behind the load balancer.

Finally, you must know where the users of the applications are (for example, only North America, or also Europe, or Asia-Pacific). Such distance information helps to determine acceptable values of certain metrics such as round trip time.

Define and Prioritize Goals, Objectives, and

Requirements

To define goals and objectives, gather information on all known problems, then extend it and give it structure by defining Key Performance Indicators (KPIs). You must also determine the level of reporting detail, the target audience, and if alerts are necessary.

The list of known problems and issues is specific to each enterprise and should be the starting point for defining the goals of the solution. Convert these problem areas into measurable objectives expressed as metrics. There may be specific patterns of network degradation to quantify.

In general there are three KPI areas to consider:

1. Application performance and availability

2. Network transport

3. Volume - Business Impact Analysis (BIA)

These KPIs can be measured at the enterprise level or at lower levels (such as regions, sites, or even individual users) depending on the required granularity of the solution. Note however that fine granularity will generate large amounts of monitoring data that may affect monitoring capacity.

Application Performance and Availability KPIs

Application performance and availability are at the highest level of product functionality.

Application Availability

Application availability is the percentage of successfully established TCP sessions. It reflects the health of the network and server infrastructure. Availability is expected to stay at 100% all the time unless problems occur.

Network Transport KPIs

The most important metrics for network transport are:

Round-Trip Time (RTT)

Round-trip time between remote sites and the data center hosting business critical applications contributes to the end-user experience. Know the acceptable RTT values. For example, RTT between Europe and USA it is expected to be between 100 and 150 ms.

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Two-way loss rate

The percentage of total packets (client and server) that were lost (due to network congestion, low router queue capacity or other reasons) and needed to be retransmitted.

TCP errors

The total number of TCP errors.

Those errors may indicate server or application problems and therefore measurements of those are critical to understanding the issues that may affect end-user experience. AMDs measure and report on the following types of TCP errors:

• Connection Refused Errors - Client attempts to open a TCP session with a server, which rejects the request. SYN packet from Client is followed by RESET packet from Server, with matching TCP sequence numbers. This error is typically caused by resource exhaustion on the server, which is unable to accept more concurrent TCP sessions. This may be either a configuration issue (too few resources allocated in the kernel) or lack of memory. SYN flood attacks typically result in servers being unable to accept new connections.

• Server session termination error - Server is unexpectedly terminating a connection that was successfully opened. The server sends a RESET packet to the Client. Such an error originates at an application using TCP session that is monitored. It does not necessarily mean application failure; usually it means that the application encountered a condition in which it decided to immediately terminate session with the client, for example, because of an application security policy violation by the client.

• Session Abort - Client is unexpectedly terminating a connection that was successfully opened. The Client sends a RESET packet to the Server. These errors are inspected in the context of the client application and may or may not be reported. For example, the browser running HTTP may terminate the load of a GIF file if it is older than the one that it had previously cached and this is normal behavior. However, if all connections to the server are terminated because the user hits the STOP button, then this is abnormal session termination and is reported as "Aborted operation" or "Stopped Page".

• Client not responding errors (server timeout errors) - Server networking stack takes an assumption that the network connection to the client exists, but the client remains idle and does not respond. In such a case, the server closes the TCP session with the RESET packet. Such a condition may occur when the client has been silently disconnected from the network, for example, due to a link failure, or the client has crashed. Note that this error will not occur if the client has ended the session gracefully, e.g. by closing the client application.

• Server not responding errors (client timeout errors) - Client networking stack takes an assumption that network connection to the server exists, but the server remains idle and does not respond. In such a case, the client closes the TCP session with the RESET packet. This may occur either during the Session Setup phase (no response to the SYN packet), or during a normal data exchange process. Such a situation may result in the intermittent network problems between the client and the server. In the case the traffic is routed through asymmetric paths across the Internet, which is often the case, the path from the server to the client may be broken.

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Volume and Business Impact Analysis KPIs

The most important metrics for volume analysis are:

Number of Operations or Transactions

The number of total transactions is a measure of Business Impact at the Volume Level

Total bytes

The number of all transmitted bytes (client + server).

Unique users

The number of unique users detected in the monitored traffic.

Granularity of Monitoring

The required granularity of monitoring directly impacts capacity.

User

Determine whether you have to provide granularity at the individual user level. You may decide to aggregate users into sites/Autonomous Systems instead of breaking them down by individual user. For large enterprises, visibility at the level of individual users may lead to capacity problems. Determine your regions/areas/sites structure and IP address ranges for users and servers.

URL

Determine whether you need to monitor specific URLs. As with user granularity, there are potential scaling problems inherent in monitoring every URL.

Target Audience

To determine the required reports and analysis, consider the intended target audience. In general, the audience consists of networking, development and server teams.

Mode of Utilization

You must consider if you are going to use the solution straight out of the box or with custom reports. The out-of-the-box solution produces reports with many metrics and great detail. Many users decide to use a custom DMI report as an aggregation point. You may also use DCRUM as a simple data collection tool to feed data into other report engines.

DMIAutomatic Alerts

Use automated alerts when particular metrics achieve certain values specified a number of times, or if certain patterns are observed in the monitored traffic. Enterprises and applications measure patterns and performance indicators for a period of a few days to a full year

Solution Instrumentation Design

When designing solution instrumentation, decide on hardware requirements, placement, and connections.

Start with the following: • Monitoring requirements

Data Center Real User Monitoring

Data Center Real User Monitoring

Getting Started

Contents

I N T R O D U C T I O N

Who Should Read This Guide

Organization of the Guide

Related Publications

Customer Support Information

Reporting a Problem

C H A P T E R 1

Data Center Real User Monitoring Overview

...

.

.

.

.

.

.

.

Basic Product Architecture

Concept of Protocol Analyzers

Central Analysis Server Overview

Integrating Compuware APM Solutions

CAS Personality

CAS Reports

Advanced Diagnostics Server Overview

ADS Scalability Modes

ADS Reports

Alerts and Traps

Data Mining Interface

Support for Citrix Servers and Windows Terminal

Services

C H A P T E R 2

Purchase Options

C H A P T E R 3

System Requirements

Recommended Hardware

Supported Browsers and Connectivity

Internationalization Support

Third-Party Software Required and Recommended for

Report Server

C H A P T E R 4

Designing and Implementing a DCRUM Solution

Gather Facts on Application Topology

Define and Prioritize Goals, Objectives, and

Requirements

Solution Instrumentation Design