Apdex reports from SerVista-ITSM

Session 43A Measurement Tools and Reports
Real Time APDEX Performance
Monitoring & Reporting: a Case Study
Session 43A
CMG International Conference
San Diego, California
December 5, 2007
Donald Marzullo
VP of Business Development
Xa Systems, LLC
donald.marzullo@xasystems.com
(202) 758-8900 Direct
Contents
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Solution Overview
Deploying Apdex
Application Performance Metrics
SerVista-ITSM™: A Measure Path to Improvement
Sample Reports
Technology Components
For Further Information
Slide 2
Session 43A Measurement Tools and Reports
Solution Overview
Problem
A large county government IT department received complaints of
irregular application performance from its customers. Despite the
presence of numerous tools, existing monitoring methods were
unable to detect reported application performance degradation.
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Solution
Install SerVista-ITSM performance, availability and service level compliance
manager to capture real time application end user experience (customer
satisfaction) using the APDEX methodology. The solution included use of the
SerVista-ITSM console and the End User Application Monitor (EUAM).
Installation and configuration of solution completed in two weeks.
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Benefits
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Identify true customer experience
Increased customer satisfaction and faster time to resolution.
Per incident cost savings. 30–35 percent of incidents have been generated
automatically and via the Web versus over the phone, and each one saves
approximately 53% of average minutes per incident compared to over the phone.
Ease of deployment and use. Rapid deployment with minimal training
Slide 3
Deploying Apdex
ƒ Baseline application performance
ƒ Required End User Application Monitoring
ƒ Deployed with the Apdex default threshold (T = 4)
ƒ Used SerVista-ITSM™ to determine current
application performance
– Identified the application’s current level of performance
ƒ Met with user groups to determine each group’s
tolerance threshold.
– Methodology: interviews, observation of user behavior, customer
surveys
Slide 4
Session 43A Measurement Tools and Reports
Application Performance Metrics
Troubled
applications
identified
Slide 5
SerVista-ITSM™: A Measured Path to
Improvement
ƒ Used tool to identify points of performance
degradation
ƒ Made recommendations on how to improve
application performance based on performance
metrics gathered
ƒ Measured improvements in delivery of the IT service
and customer satisfaction
Slide 6
Session 43A Measurement Tools and Reports
Sample Reports
Slide 7
Sample Reports
Slide 8
Session 43A Measurement Tools and Reports
Technology Components
„ SerVista-ITSM™ Console
„ End User Application
Monitor (EUAM)
Slide 9
Thank You
Xa Systems, LLC
1033 Sterling Road, Suite 204
Herndon, Virginia 22043
(703) 766-5049