Web Monitoring

Web Site Monitoring and Performance Insights

Meeting Or Exceeding Consumer Expectations In The Web 2.0 World

With the Internet being a medium capable of delivering rich and extremely interactive experience, it poses newer challenges. Users look and expect excellent technical quality and consistent performance,  free of errors and technical issues. Technical issues and errors are seeing their market share erode as users can easily move to competitors translating to less satisfaction, poorer brand perception and higher costs. With website monitoring services, the task gets much easier and focused.  The combination of new technology and higher user expectations creates significant challenges to managing the online experience.

Site owners can no longer rely on simplistic data center measurements of uptime or server performance to understand their end users’ experience. No longer will measurements of single pages provide a view into the end-to-end performance of the user online. Web 2.0 promises substantial gains over older communication tools in the areas of interaction and relationship building and in creating applications that are composed of others. The challenge in the Web 2.0 world is to keep meeting or exceeding consumer expectations with web performance and deliver growth in a complex technology environment.

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November 30, 2010 Posted by | web performance | , , , | Leave a comment

Crucial To Success: Online Sales

It has been some years now since the dot-com bubble burst, and substantial companies with coherent business plans have gradually replaced the wacky and wishful to create a thriving online business environment. This was inevitable given the basic promise of the Internet, the advent of broadband, and the remarkable innovations in information technology. Executives of many “click-and-mortar” companies now recognize that Web-based sales and services are almost as essential to their success as they are to the success of businesses that are conducted entirely online.

Surveys show that IT spending is on the rise, especially for Web applications, because enhanced online service can have a direct and significant impact on customer satisfaction. For example, CIO magazine reports that improved online service is a key IT objective for 72 percent of the companies it recently surveyed, all from the Fortune 1000.1 In the same survey, 49 percent of the respondents support enhancing or creating new IT programs to generate more e-business revenue. Meanwhile, chief information officers (CIOs) want to keep tight controls on IT budgets. Not surprisingly, the CIO magazine survey indicates that 44 percent of the respondents plan to reduce IT operating costs while 38 percent want to improve employee productivity. The days of irrational exuberance are over, and prudent executives are left with conflicting impulses to spend and save.

How can an e-business use IT to enhance online web performance and increase revenue while also controlling costs? One obvious strategy is to focus internally on the systems that deliver content and functionality. To this end, most organizations originally invested in tools to monitor the hardware components of their IT infrastructure. These tools worked fine in a contained mainframe environment where functioning hardware was a reliable indication of customer experience. However, as companies moved to distributed servers running Web applications, it became important to also monitor website application software characteristics, e.g., the length of time to run a database query or load a Java servlet. The idea is to use these so-called internal systems management tools to detect problems quickly from within the firewall and respond efficiently, thereby diminishing the external impact on service quality and customer satisfaction. While efficient systems management is important, many IT professionals have recently recognized that it does not always capture customer issues. There are a variety of reasons for this, but the basic deficiency is that speculation about customer service is inferred indirectly from measurements of internal components and applications. The systems management tools say nothing directly about the end-user experience, the ultimate determinate of customer satisfaction. In response, many organizations have purchased software to supplement systems management with performance monitoring,
which is conducted outside the firewall from the customer’s perspective. Essentially, the software runs on computer proxies placed in different geographic locations. A proxy—also called an agent— initiates scripted sessions with an e-business site and emulates a real customer by making requests, conducting transactions, and so forth. An agent takes quantitative measurements of the Web site’s response to its actions, and these measurements are intended to reflect the customer experience. The major difference between systems management and performance monitoring is that the former is conducted inside the company’s firewall and the latter is conducted from outside the firewall.
However, as described, the methods share a basic feature: both are performed by IT staff with owner-operated monitoring software. In other words, an e-business does all the monitoring by itself.

Although e-businesses need to supplement the internal perspective of systems management, website performance monitoring can’t do the job effectively if it is conducted with owner-operated tools. Given the realities of the Internet and the pressures of a competitive marketplace,  website performance must be monitored by a neutral third party with global resources and a comprehensive, well-tested, credible methodology. This is precisely the service Keynote so effectively provides to help e-businesses improve key Web application service levels, maximize revenue, and effectively manage costs.

Source: http://www.keynote.com/company/resource_library/index.html

February 22, 2010 Posted by | Web Monitoring | , , , | Leave a comment