Comments on: SAP Enterprise Support – Bigger than Jesus

By: Sapdup » Blog Archive » SAP Reverses Policy on Enterprise Support

Sapdup » Blog Archive » SAP Reverses Policy on Enterprise Support — Thu, 28 Jan 2010 20:06:10 +0000

[...] In a rather remarkable turnaround, SAP have announced that they will be returning the option ofÂ ‘Standard Support’ in addition to their preferred option (and for the last year only option) ‘Enterprise Support‘. [...]

By: Sapdup » Blog Archive » SAP SLA Clarification

Sapdup » Blog Archive » SAP SLA Clarification — Mon, 22 Jun 2009 04:16:05 +0000

[...] I’m having fun measuring SAP’s conformance to their new SLA’s under Enterprise Support. [...]

By: Pete

Pete — Wed, 25 Feb 2009 04:49:55 +0000

Hi Lori, thanks for that excellent information on UEM. It’s good reference info and I’m sure many of my readers will be interested to hear about it.

The main point of the article though is to point out the ‘free’ features that will be available in the Enterprise Support bundle. I’m assuming that UEM would require additional licensing so would require a further business case to be produced.

However it’s good to know that there’s another solution there if we require deeper user experience monitoring.

By: Lori Wizdo

Lori Wizdo — Tue, 24 Feb 2009 10:44:12 +0000

Hi Pete, I am commenting on the ‘use case’ you described for SAP’s future release of an end-to-end user experience monitoring product. If you want to know the real response times being experienced by end-users in remote locations, SAP is offering a better-fit product right now. It’s called SAP User Experience Manager (SAP UEM) by Knoa. There are significant differences between the SAP UEM product and the e2e monitoring product, including:
– the e2e product uses synthetic transactions which are at best a proxy for real-end user experience; UEM measures actual end-user response times
– your use case for the e2e product is reactive. UEM allows you to be proactive
– e2e requires scripting for the limited set of transactions you wish to monitor. UEM montiors all transactions with no set-up or maintenance
– Since e2e uses a script to simulate a real transaction, it will not see real response time issues that are caused by incorrect user behavior (which is at least 50% of them).

Synthetic transaction monitoring has its place in a performance management strategy. But, it is generally accepted that there are better approaches for end-user experience management. Here is a good article to describe different approaches to end-user experience monitoring when used for for performance management:
http://www.computerworld.com/action/article.do?command=viewArticleBasic&articleId=9013083&pageNumber=1

But, more importantly,
— UEM captures more than response time metrics, including system and application errors, user errors and user behavior and workflow.
– UEM metrics are “captured once” and used by the whole team — performance, change management, adoption, training, end-use support, process management.

Check out the http://www.knoa.com/sapcorner for more info.

Email me if you would be interested in discussing further.

Cheers,

Lori Wizdo