Hallett_German

CA Tuesday Tip: Setting Up a Business Service

Discussion created by Hallett_German Employee on Sep 11, 2011
Latest reply on Sep 19, 2011 by Hallett_German
CA Wily Tuesday Tip by Hallett German, Services Architect for 9/19/2011

Setting Up a Business Service

Setting up APM Customer Experience transactions to monitor is more art than science. This month we look at some of the ways that a Business Service can be used. This has implications for reporting, maintenance, scalability etc.

The approach that I like to use is "working backwards with the final product in mind." Looking at how the customer wants to group reports and statistics will determine how many and what type of business service is produced. Using the response time analysis graph is a good place to help visualize this grouping. This grouping generally falls into one of four areas

a) Comparing across transactions in one application. This is the most common set up. In this case, the business service will be the same as the application and one can easily see the slowest response time for all transactions in one graph. This would look like this:

Application: College Class Registration
Business Service: College Class Registration
Business Transaction: Login
Business Transaction: Search


b) Comparing against each transaction in one application. This results in a Business Service for each function. This can create a lot of business services and will not easily allow comparing of all transactions for one application. The advantage of this approach is that everything is "moved up a level" providing more detail. This would look like this:


Application: College Class Registration
Business Service: Class Registration - Login -- "Moved Up A Level"
Business Service: Class Registration - Search


c) Comparing the same transaction across multiple applications. In this case, the business service contains the application and the function. The focus is which application is the worst performing doing the same function. This would look like this:

Application: College Class Registration
Application: College Parking Space Registration
Business Service: Login - College Class
Business Service: Login - College Parking Space


d) Comparing different companies using the same application. It is a variant of the first approach. This is typically done by ISPs and Call Centers. The focus is on the individual customer not across customers. This would look like this:

Application: Lemay College Class Registration
Application: Garfield College Class Registration
Business Service: Lemay College Class Registration
Business Service: Garfield College Class Registration


There is much more that can be said on this topic. I hope that it gets you thinking of the possibilities that are best for your environment. Which approach do you use? Why did you select it? Are you also using "working backwards with the final approach in mind" or some other approach?[s][s]

Outcomes