Service Manager 9.31 web client end-to-end performance test report

Technical white paper Service Manager 9.31 web client end-to-end performance test report Table of contents Introduction 2 Criteria 2 Test results 2 Conclusions 3 Appendix A: Test environment and tools 4 Hardware 4 Software 4 Network bandwidth 4 Test dataset 4 LoadRunner TruClient 4 Appendix B: Test results 6 No latency 6 125 ms latency 6 250 ms latency 8 400 ms latency 8 Appendix C: Test scenarios 10 Appendix D: Research on response times 11 More information 12 Click here to verify the latest version of this document

Introduction The data and information supplied in this document serve as a reference before you implement the Service Manager (SM) web client. The performance test records the length of time required to perform 22 key scenarios for the SM web client in different network latency simulations. The test results reflect the end-to-end performance of the SM web client under different network latency circumstances. Criteria After reviewing research findings and usability test results, we consider the following response times to be acceptable when users open SM webpages in a web browser: 5 seconds (for most SM web client webpages) 10 seconds (for 'heavy' webpages with a large cache) Note The 'heaviest' webpage for the SM web client is the login page. When a user visits the login page the first time, the cache contents (such as JavaScript and CSS files) are loaded and saved by the web browser. Because these files are loaded only once, we have set the criteria for the heaviest page with a cache instead of without a cache. If the load time of a webpage exceeds these criteria, users are likely to consider the performance of the web application to be unacceptable. For more information about the research that supports these criteria, see Appendix D: Research on response times. Test results The following table summarizes the key test results. Network Latency* 125 ms 250 ms 400 ms Most pages < 4 seconds < 4 seconds < 5 seconds ESS login without cache < 4 seconds < 6 seconds < 9 seconds ESS login with cache < 3 seconds < 3 seconds < 3 seconds Login without cache < 5 seconds < 8 seconds < 11 seconds Login with cache < 4 seconds < 5 seconds < 6 seconds * Network latency refers to the round-trip latency between the SM web tier and the web browser. These test results are valid for up to 2,500 concurrent users. According to our tests, response times in both the single user scenario and the 2,500 concurrent user scenario are similar. For more information about the test environment and tools, see Appendix A: Test environment and tools. For detailed test results, see Appendix B: Test results. 2

Conclusions The following conclusions and recommendations are based on the performance test results and on the criteria that are defined in the "Criteria" section: The SM web client performs well when the network latency is less than 125 ms. The SM web client performs moderately when the network latency is less than 250 ms. We recommend that you run the SM web client when the network latency is less than 250 ms. The SM web client performs acceptably when the network latency is less than 400 ms. We do not recommend that you run the SM web client when the network latency exceeds 400 ms. Note These performance tests are based on the recommended configuration for an SM deployment. The actual performance in your implementation may vary, depending on a variety of factors. These include tailoring, data volume, environment (such as network latency and different web browsers), and the number of elements on a specific webpage. 3

Appendix A: Test environment and tools Hardware All tests were conducted by using the following physical assets. Server SM - primary server SM (9 servlets) 8cpu, 2.13GHz 32GB RAM SM - secondary server SM (12 servlets) 8cpu, 2.13GHz 32GB RAM SM - secondary server SM (11 servlets) 8cpu, 2.13GHz 32GB RAM DB server Oracle 11g release 2, 64-bit 8cpu, 2.13GHz 32GB RAM Operating system Windows 2008 R2 64-bit Windows 2008 R2 64-bit Windows 2008 R2 64-bit Windows 2003 R2 64-bit SP2 Tomcat server Tomcat 5.5.28 x 10 instances, JVM - 1GB 8cpu, 2.13GHz 32GB RAM Windows 2003 R2 64-bit SP2 Apache httpd server Apache httpd 2.0.53 8cpu, 16GB RAM Windows 2003 SE 32-bit SP1 LoadRunner controller HP LoadRunner 11with TruClient Intel Xeon 2cpu 2.13GHz 4.0GB RAM Windows Server 2003 32-bit Software All tests were conducted by using the following software set: Oracle 11g 11.1.0.6 Windows Server 2008 Enterprise 64-bit Windows Server 2003 Enterprise 32-bit and Windows Server 2003 Enterprise 64-bit HP LoadRunner 11.5 (with TruClient) Apache HTTP Server 2.0.61 Apache Tomcat Server 6.0.30 Java 1.6 for SM 9.31 web tier VE Desktop Shunra Network bandwidth In these performance tests, the maximum bandwidth available to the web browser when accessing the SM web tier server was limited to 4 Mbps. Test dataset All tests were based on the SM out-of-box (OOB) dataset. The OOB dataset only contains a small set of test data and 6,000 mock users. LoadRunner TruClient The LoadRunner Ajax TruClient protocol interactively records scripts as you navigate through your business process. This enables VuGen to record dynamic, complex web-based applications and to create user-friendly scripts. Scripts are created in real-time, and steps are displayed in the LoadRunner VuGen for TruClient sidebar as they are performed. Advantages of using Ajax Truclient Offers robust support for different Ajax controls, such as slider, calendar, and accordion Works on any framework, including, GWT, YUI, jquery, and ZX Ajax ExtJS Does not require correlations Provides a rich and visual UI 4

Works in the browser developing the script interacting with the application, viewing added steps while recording, and the ability to check and improve identification Provides insight into client behavior by using multiple transactions that are based on different events, such as "network complete," loading a DOM loaded, and loading a document. Challenges to using Ajax TruClient The latest version of LoadRunner Ajax TruClient enables you to record scripts by using either Mozilla Firefox or Internet Explorer with standard mode. Because the SM web tier only works on Internet Explorer with quirks mode, all of the test results are based on Firefox with LoadRunner TruClient. Protocol performance Meaningful comparisons to other protocol are not available. The performance of Ajax TruClient is application-specific. This is because the footprint is determined by the application client footprint, which is defined by the loaded JavaScript or DOM. 5

Appendix B: Test results For a description of the transactions, see Appendix C: Test scenarios. No latency Transaction Name Average Minimum Maximum Std. Deviation CM_Change_Save 0.723 0.715 0.733 0.006 CM_Open_New_Change_Hardware 1.395 1.348 1.507 0.056 ESS_Catalog_Order_Form 0.537 0.529 0.547 0.006 ESS_Catalog_Order_Submit 1.275 1.229 1.408 0.051 ESS_Login 1.486 1.435 1.54 0.031 ESS_Login_Cached 1.259 1.02 1.599 0.253 ESS_Logout 0.266 0.26 0.273 0.005 ESS_Submit_Problem_Request 0.788 0.774 0.83 0.016 ESS_View_Request_Help 0.798 0.602 2.468 0.557 IM_Incident_Search 2.775 2.746 2.822 0.03 IM_Incident_Update 0.993 0.926 1.021 0.029 IM_New_Incident_Save 0.693 0.676 0.721 0.013 Incident_New_Form 0.625 0.616 0.63 0.004 OP_Login 2.875 2.834 2.924 0.03 OP_Login_Cached 2.385 1.18 2.726 0.598 OP_Logout 0.289 0.276 0.315 0.012 PM_Open_Problem_Form 0.79 0.765 0.846 0.023 PM_Problem_Save 0.75 0.732 0.773 0.013 SD_Interaction_Search 2.822 2.8 2.84 0.011 SD_Interaction_Update 1.019 1.001 1.046 0.015 SD_New_Escalate_Next 2.139 2.091 2.225 0.036 SD_New_Interaction_Escalate 0.776 0.765 0.79 0.008 SD_New_Interaction_Escalate_Save 1.086 1.033 1.131 0.028 SD_View_New_Interaction_Form 0.62 0.61 0.63 0.006 125 ms latency Transaction Name Average Minimum Maximum Std. Deviation 6

CM_Change_Save 1.058 0.958 1.37 0.119 CM_Open_New_Change_Hardware 2.03 1.9 2.644 0.208 ESS_Catalog_Order_Form 0.723 0.702 0.735 0.008 ESS_Catalog_Order_Submit 1.668 1.598 2.007 0.115 ESS_Login 3.173 3.046 3.289 0.068 ESS_Login_Cached 1.642 1.286 2.164 0.322 ESS_Logout 0.519 0.513 0.523 0.003 ESS_Submit_Problem_Request 1.296 1.15 1.8 0.178 ESS_View_Request_Help 0.853 0.784 1.431 0.193 IM_Incident_Search 3.092 3.058 3.19 0.038 IM_Incident_Update 1.141 1.115 1.212 0.027 IM_New_Incident_Save 1.007 0.921 1.165 0.079 Incident_New_Form 1.182 1.132 1.505 0.108 OP_Login 4.648 4.463 4.788 0.087 OP_Login_Cached 3.086 1.413 3.454 0.567 OP_Logout 0.529 0.522 0.544 0.007 PM_Open_Problem_Form 1.262 1.221 1.44 0.063 PM_Problem_Save 1.089 0.969 1.206 0.072 SD_Interaction_Search 2.936 2.918 2.957 0.012 SD_Interaction_Update 1.149 1.125 1.237 0.031 SD_New_Escalate_Next 2.771 2.695 3.043 0.095 SD_New_Interaction_Escalate 0.954 0.919 1.108 0.052 SD_New_Interaction_Escalate_Save 1.35 1.335 1.425 0.025 SD_View_New_Interaction_Form 1.154 1.126 1.18 0.016 7

250 ms latency Transaction Name Average Minimum Maximum Std. Deviation CM_Change_Save 1.295 1.21 1.471 0.114 CM_Open_New_Change_Hardware 2.668 2.632 2.746 0.031 ESS_Catalog_Order_Form 0.978 0.97 0.984 0.004 ESS_Catalog_Order_Submit 2.022 1.994 2.04 0.014 ESS_Login 5.206 4.903 5.424 0.166 ESS_Login_Cached 1.824 1.514 2.753 0.333 ESS_Logout 0.775 0.767 0.782 0.004 ESS_Logout_Cached 0.771 0.764 0.778 0.004 ESS_Submit_Problem_Request 1.564 1.517 1.764 0.07 ESS_View_Request_Help 1.04 1.028 1.05 0.008 IM_Incident_Search 3.642 3.614 3.791 0.051 IM_Incident_Update 1.361 1.35 1.386 0.011 IM_New_Incident_Save 1.339 1.178 1.444 0.121 Incident_New_Form 1.79 1.776 1.827 0.018 OP_Login 6.848 6.398 7.157 0.227 OP_Login_Cached 4.159 3.91 4.434 0.142 OP_Logout 0.783 0.77 0.794 0.007 OP_Logout_Cached 0.781 0.774 0.809 0.009 PM_Open_Problem_Form 1.856 1.824 1.888 0.017 PM_Problem_Save 1.422 1.226 1.551 0.122 SD_Interaction_Search 3.166 3.159 3.174 0.005 SD_Interaction_Update 1.29 1.254 1.475 0.063 SD_New_Escalate_Next 3.467 3.419 3.566 0.047 SD_New_Interaction_Escalate 1.245 1.187 1.448 0.097 SD_New_Interaction_Escalate_Save 1.591 1.535 1.667 0.041 SD_View_New_Interaction_Form 1.785 1.756 1.811 0.015 400 ms latency Transaction Name Average Minimum Maximum Std. Deviation 8

CM_Change_Save 1.791 1.57 1.984 0.187 CM_Open_New_Change_Hardware 3.815 3.641 4.424 0.209 ESS_Catalog_Order_Form 1.283 1.275 1.295 0.007 ESS_Catalog_Order_Submit 2.51 2.448 2.683 0.064 ESS_Login 7.684 7.141 8.063 0.271 ESS_Login_Cached 2.223 1.949 2.582 0.231 ESS_Logout 1.087 1.08 1.095 0.005 ESS_Submit_Problem_Request 2.031 1.973 2.348 0.107 ESS_View_Request_Help 1.349 1.331 1.368 0.011 IM_Incident_Search 4.381 4.319 4.428 0.031 IM_Incident_Update 1.912 1.73 2.209 0.206 IM_New_Incident_Save 1.901 1.579 2.02 0.156 Incident_New_Form 2.6 2.566 2.63 0.02 OP_Login 10.269 9.643 10.915 0.38 OP_Login_Cached 4.453 2.231 5.855 1.331 OP_Logout 1.106 1.094 1.129 0.011 PM_Open_Problem_Form 2.685 2.628 2.862 0.064 PM_Problem_Save 1.907 1.59 2.123 0.194 SD_Interaction_Search 3.604 3.562 3.685 0.033 SD_Interaction_Update 1.541 1.483 1.591 0.038 SD_New_Escalate_Next 4.588 4.501 4.628 0.036 SD_New_Interaction_Escalate 1.64 1.517 1.975 0.163 SD_New_Interaction_Escalate_Save 2.047 2.003 2.152 0.044 SD_View_New_Interaction_Form 2.614 2.58 2.652 0.019 9

Appendix C: Test scenarios Transaction CM_Change_save CM_Open_New_Change_Hardware_Form ESS_Login ESS_Login_Cached ESS_Catalog_Order_Form ESS_Catalog_Order_Submit ESS_Logout ESS_Submit_Problem_Request ESS_View_Request_Help IM_Incident_Save IM_Incident_Search IM_Incient_Update IM_New_Incident_Form OP_Login OP_Login_Cached OP_Logout PM_Open_Problem_Form PM_Problem_Save SD_Interaction_Search SD_Interaction_Update SD_New_Interaction_Esclate SD_new_Interaction_Esclate_Next SD_New_Interaction_Esclate_Save SD_View_New_Interaction_Form Description In Change Management module, select Save & Exit to save a record. In Change Management module, open a new form to fill in a new record. Log in to ESS the first time without any cache previously saved by the browser. http://<serverip>/sm931/ess.do Log in to ESS with cached files. From ESS, select Submit to fill a form. From ESS, select Submit to send a catalog order. Log out from ESS. From ESS, select Submit to send a problem request. From ESS, select Request Help to open a new request form. In Incident Management module, save a new incident record. In Incident Management module, search for an incident record. In Incident Management module, update an existing incident record. In Incident Management module, open a form to enter a new incident. Log in to SM web client the first time without any cache previously saved by the browser. http://<serverip>/sm931/index.do Log in to SM web client with cached files. Log out from SM. In Problem Management module, open a form to create a new record. In Problem Management module, select Save & Exit to save a problem record. In Service Desk module, perform a search for interaction. In Service Desk module, update an interaction record. In Service Desk module, select Escalate to escalate an interaction record. In Service Desk module, select Next to the next page when escalating an interaction record. In Service Desk module, select Save & Exit to save the escalation. In Service Desk module, select Register New Interaction to open a new interaction record. 10

Appendix D: Research on response times The following list details some research findings about response times: On average, web users maintain attention on the current task in a web-based application for 10 seconds. If a procedure takes longer than 10 seconds, it is likely that the user will leave the UI and do something else. This guideline has not changed for more than 40 years and is unlikely to change. Miller, R. B. (1968). Response time in man-computer conversational transactions. Proc. AFIPS Fall Joint Computer Conference Vol. 33, 267-277. Card, S. K., Robertson, G. G., and Mackinlay, J. D. (1991). The information visualizer: An information workspace. Proc. ACM CHI'91 Conf. (New Orleans, LA, 28 April-2 May), 181-188. Jakob Nielsen. Response Times: The 3 Important Limits. http://www.useit.com/papers/responsetime.html On average, web users will wait about 8 seconds for a webpage to download and be displayed. Zona Research, The Need for Speed II, Zona Market Bulletin, No. 5, April 2001, Zona Research, USA. Note With faster internet connections and lower tolerance levels among online shoppers, 4 seconds may now be the maximum length of time the average online shopper will wait for e-commerce websites. http://econsultancy.com/us/blog/500-eight-second-rule-for-e-commerce-websites-now-halved 11

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