SLA Mysteries

Removing the Mystery from Managing Service Levels

Aternity’s End User Experience Monitoring platform addresses SLA compliance management by validating performance and availability of all transactions for all end users – from the End User vantage point – verifying if contractual commitments have been met, and identifying outliers. With Aternity’s advanced analytics, enterprises benefit from recognizing performance issues long before end users do and determining the extent and impact of the problem. This results in a dramatic reduction in the duration of business disruptions and the resulting costs of service-level resolution.

All Application and Device Monitors are configured and distributed centrally from the Aternity Web Console

The SLA for the Siebel “Search Account” business activity was set to above 9 seconds for Minor breaches and over 13 seconds for Major breaches

Advance settings allows fine tuning of SLA breaches based on minimum volume and weighting of the SLA thresholds

For any transaction monitored that exceeds the SLA, Aternity reports on the number of suffering users of the current active user population, the baselines and the SLA thresholds used to detect the breach, the current averages and how many transactions are failing the SLA

The End Users represented are real users whose metrics are measured from the actual devices they are using, i.e. keyboard-to-glass response time

Reports are typically scheduled monthly and sent to Application Owners who view the detailed KPI scores of their applications by individual business transaction

For each business activity, the total number of transactions performed by the user population is shown, as well as how many transactions failed

Failure can be based on application performance breach, network outages or errors/timeouts as experienced by the End Users themselves

The Pie Chart indicates that the majority of the total Siebel user population are experiencing performance worse than the agreed upon SLA

Grouping by Department shows which LOBs are affected by the SLA breach

When troubleshooting SLA issues related to application response, the first step is to understand whether the issue is on the Client, Network or Infrastructure in order to get the appropriate teams involved

For every business activity measured, Aternity breaks down the total end-to-end response time to Client Time, Network Time and Infrastructure Time

The users whose performance breached the SLA have a high Client Time while their Infrastructure Time is low, pointing to a problem on the Client

Comprehensive SLA Compliance Management with Aternity

Aternity enables enterprises to manage SLA compliance by:

  • Supporting configuration of SLAs per location, application and transaction level, providing granular performance compliance scores
  • Retaining SLA data scores historically for rapid reporting on SLA trends and key measurements that may impact current or future performance
  • Establishing downtime penalties based on volume baselines of how real end users actually experience IT services for more accurate reporting of SLA penalties
  • Generating real-time analytics that helps IT organizations prepare for planned outages, proactively manage and rapidly remediate unplanned outage issues and automatically identify duplicate outages or overlaps to avoid double penalties