Modern IT services are complex and highly dynamic. At the same time, users expect 24/7 top performance from the digital environment. Dynatrace continues to lead the market for comprehensive Application Performance Management in 2020 – recommending Servicetrace Synthetic Monitoring for the perfect end-user experience.
The times when applications were simply run in a data center on a central mainframe server are history. Critical availability or performance problems with users were of course quickly identified and resolved in such a straightforward system. Today things are different: Until reaching the user, applications run through a complex and often globally distributed network of departments, providers, virtual or physical components.
The user experience in complex environments
The interaction of these infrastructure components is so complex and highly dynamic that a simple addition of the results of all the provider-side component monitoring is not sufficient to model the availability and performance of an application at service level from the user's view. In short: the IT department does not know what is running at the user's end, unless the user calls the helpdesk and complains about "super long loading times in SAP for 3 days". The helpdesk agent records this and informs the IT department, which can then start a lengthy troubleshooting process.
In digital society, the rule is: If customer is king, user experience is queen. Companies that don't know how employees and customers experience the digital environment can only respond to user complaints – while productivity and loyalty of their most important resources are in decline with every failed login and every downtime of the web shop.
Managing Application Performance
Application Performance Management is designed to "identify, diagnose and resolve complex performance problems in order to meet a specific quality of service" (End User Experience at its best, p. 3). Dynatrace continues to lead the holistic APM solutions provider market in 2020 (Gartner Magic Quadrant for APM 2020).
The Dynatrace platform automatically detects and models dependencies of complex IT environments and thus enables a fast root cause analysis in case of errors. To do this, Dynatrace uses information about the entire IT stack of an application, from the IT infrastructure from the data center or cloud provider to application services up to the end-user perspective.
Real & Synthetic Users
Dynatrace offers a profound database of real user activities: When browsing web-based applications, users pass on information that correlates with the data on infrastructure components to enable a quick root cause analysis. But: Real User Monitoring alone remains reactive – information flows only when and where staff and customers log on to the systems.
Unlike humans, software robots provide standardized round-the-clock information on the performance of the digital environment from the user's perspective. For one thing, this data enables the permanent monitoring of agreed service levels.
On another, robots automatically alert the IT department at any time as soon as a bottleneck is imminent - and ideally the error is eliminated before it affects the users. And if it should happen, the service desk is always informed and can deal with requests with confidence, while the error is corrected quickly and efficiently.