Real User Monitor 9

Essentials
Chapter 01 Introduction to RUM

Topics

End User Management (EUM)

Real User Management (RUM)
Performance Application Lifecycle (PAL)
What is RUM?
What can we monitor using RUM 9.0?
RUM Security Concerns

HPs End User Management Approach

Supporting Key IT Initiatives with EUM

Real User Experience Challenges

Early warning of actual
customer experience
issues
Allows for a proactive
response
Warning needs to based
on experiences for all
users from all locations all
the time

Do you monitor your

application based on
customer calls?
5

Adequate information to
prioritize issues

Detailed information in
order to resolve

Isolate an issue to one

customer, a segment of
customers, a location or
entire set of customers

Details of the path the

real user experience
performed during the
transaction

Associate business
impact with the issue

Details of how the user

was truly experiencing
the application when the
issue occurred

If a service goes down, do

you know the business
impact?

Do you have adequate

information to quickly
resolve a customer
experience issue?

End User Monitoring Options

Individual or Combined Solutions

Synthetic
Check health when nobody is
using the business service
Check from different points of
presence

Real
Great for isolation and diagnostics
Understand what users really do

Real User Monitor (RUM)

Tracking and Monitoring Actual User Experience

All users, from all locations, all the time

What the user did, what was returned and timing
Monitors http/https and TCP/IP traffic to web/app servers and
other non-web applications
Measure business impact to prioritize IT response

RUM and the Performance & Availability

Lifecycle (PAL)
TESTING

OPERATIONS

Record
Business
Process
Scripts

Test
and
Optimize

Bidirectional
Asset Reuse
Continuous
improvement

New application
deployment

Reuse
Business
Process
Scripts

Major upgrades

(Hot packs, fixes etc)

Reuse Business Processes Scripts/SLAs from Testing in Production

Leverage Real User Information in Pre-Production
Unified Diagnostics

PAL=Performance and Availability Lifecycle

Monitor and
Optimize

Why HP End User Management?

Where RUM Fits

HP End User
Management

Customer focused IT aligns with the business

Complete End User Management solution with industry
leading active and passive monitoring
Manage by business-centric priorities
Resolve problems quickly with integrated diagnostics
Application life cycle support to reduce time to market
for application changes

Improve
service
levels
9

Manage
business
impact

Minimize
customer
downtime

Real User Monitor

Web and TCP traffic monitor

Sniffer solution

Server side solution

Non-intrusive
Gives information about real users
Passive technology no synthetic transactions or
dummy accounts
One place deployment, no maintenance of agents

Tracking response time and availability of all users

Tracking real business processes

10

Real User Monitor (RUM)

Passive Monitoring for all users all the time
Real
User Monitor
Business Availability Center (BSM)
End
User

Mirrored
Traffic
Web
Servers
Switch

Application
Servers

Internet
Firewall
Load Balancer

Real user
monitoring for all
users, from all
locations, all the
time

Mainframe/Database

Takeaways:
Capture the real user experience
When active transactions not allowed (ex: finance, ERP)
Understand number of users impacted by problems

How RUM Works

HP BSM Servers

H
P

12

RU
M

Pr
ob
e

Switch or
Load Balancer
HTTP(s )

HTTP(s)

ODBC

HTTP(s)

Internet

HTTP(s)

Web Users
Target Servers

Database Server(s)

HTTP(S)
SSH

HTTP(s)

RUM Probe

JDBC

BSM Servers
(Win 2K/03)

Engine

BSM DB
( MS SQL or
Oracle )

Sessionizes user requests

Masks sensitive content in memory
Receives the data collected by the probe and
so it is never written to disk
assembles this data according to the configuration
The probe listens to requests and
responses sent to and from the server. specifications it receives from
Local caching in case of network
connection loss

13

HP Business Service Management

RUM System Architecture

Star topology to reduce
WAN traffic and improve
Performance
Encryption for data in transit
Advanced content caching
Built in health monitoring
Fault tolerant design
Improved security

14

RUM Basic Concepts

Application
Application is a CI, can be a web, SOAP, Request Response,
Streaming or Citrix Application. It is a logical definition, you
can have several applications on the same server or several
servers for one application.
Shared between RUM, BPM, Diagnostics and TV.
Must be configured and defined to be monitored.
We have many templates types predefined.

Action
One or more server request which are a part
of one logical action.
Actions are defined different in each protocol.
- An HTTP page is an action defined using URL
- A SQL query is an action defined using table, schema,
query type.
15

RUM Basic Concepts Cont.

Transaction

Shared between RUM, BPM, Diagnostics and TV.

May be defined by BPM or RUM.
Single or series of actions that an end user performs in an
application, whose performance, availability you want to
monitor.

Session Succession of hits from the same End User

According to IP
According to Session ID (Session ID Detection)
Two ways to start or end a session:
Reset Page (start or end a session)
Timeout (end a session)
16

RUM Basic Concepts Cont.

Servers RUM Reports discovered hosts and software Cis to the RTSM

Events

As part of the model.

If more than one application is running in the same host, RUM
Will report more than one software element for the same host
RUM identifies software elements by the ports and protocols.

An action or occurrence triggered by a predefined criteria.

An event can be a error event which affects the availability of the page,
or an informational event.
There are four Event types :

HTTP Errors (404, 500 etc)

Informational Events: Text Pattern Event matched in a page
Application Errors are Informational or Performance events
defined as Errors.
Page Size.

End user group/Sub Group End user group is defined by a

range of IPs or by user names which are user accessing the
monitored applications.

Basic Concepts Cont.

Snapshot on Error (SSOE)

We can configure RUM to save

a snapshot when Error event occur.

Session replay -

capture the user sessions and display it in a

browser outside the explorer window with all its details and snapshots (if
an error occurred) we can also download this session and view it
outside BSM (it is not a report).

Page

Pages belongs to an application

Defined inside an application not CI
Single page can be define as atranaction.
BCP (Business Critical Page). A page configured in Monitor
Administration to be monitored by RUM.

RUM Security Concerns

Security Concerns
Best practices
User confidentiality
Legal restraints
Separation of duties
Security risks
Fraud concerns
Sensitive business data
National security
Audit rules

RUM Controls
Access rights

Where can the data go?

What gets captured?

Sessions
Snapshots
Fields
Scope of control
Applications
App components
Information