Perfrmance and Scalability Benchmark: Siebel CRM Release 7.7 Industry Applicatins n HP Integrity Server and Micrsft SQL Server 2005 An Oracle White Paper Released Octber 2005
Perfrmance and Scalability Benchmark: Siebel CRM Release 7.7 Industry Applicatins n HP Integrity Server and Micrsft SQL Server 2005 INTRODUCTION This white paper describes the perfrmance and scalability capabilities f Oracle s Siebel Custmer Relatinship Management (CRM) Applicatin Release 7.7. The benchmark cmprised 30,000 cncurrent users perating Siebel CRM Release 7.7 industry applicatins n HP Integrity Server and Micrsft SQL Server 2005 (64-bit). Oracle s Siebel Platfrm Sizing and Perfrmance Prgram is a test suite certified by Siebel and executed independently by HP. HP cmpleted the benchmark n Octber 7, 2005; Siebel certified it n Octber 12, 2005. Nte that this benchmark data is intended fr general infrmatin purpses and nt as a substitute fr implementatin-specific sizing r benchmarks. Results Summary: 30,000-Cncurrent-User Benchmark 1 2 Wrklad Number f Users Average Operatin Respnse Time (sec) Business Transactins Thrughput/hur Prjected Daily Transactin s Financial Services Call Center 24,000 0.15 219,011 1,752,152 Partner Relatinship Management 6,000 0.39 153,912 1,231,296 EAI HTTP Adapter N/A N/A 431,530 3,452,240 Ttals 30,000 804,453 6,435,624 1 Actual results may vary, based n a brad range f implementatin-specific factrs, such as transactin mix, hardware platfrm, netwrk parameters, and database size. Oracle des nt warrant r guarantee that custmers will btain the same r similar results, even if they use the same r similar equipment and/r sftware applicatins. Oracle des nt warrant, endrse, r guarantee any perfrmance f any prducts, any results desired r achieved, r any statements made within this dcument. 2 Siebel CRM Release 7.7 Industry Applicatin Platfrm Sizing and Perfrmance benchmarks are based n Siebel CRM Release 7.7 custmized industry applicatins and reflect a heavier scenari mix and mre-aggressive think times than earlier versins. Results f this benchmark are nt cmparable with thse f prir Siebel CRM Release 7 benchmarks. Perfrmance and Scalability Benchmark: Siebel CRM Release 7.7 Industry Applicatins n HP Page 2
Test Cmpnent Sftwar e Versin Hardware OS Database Server MS SQL Server 2005 Enterprise Editin (64-bit) build 9.00.1301.00 HP Integrity rx8620 App Servers Siebel 7.7.1 HP PrLiant DL585 EAI App Server Siebel 7.7.1 HP PrLiant BL20pG2 Web Servers MS IIS 6.0 HP PrLiant BL20pG2 Gateway Server Siebel 7.7.1 HP PrLiant BL20pG2 Windws 2003 Datacenter 64-bit Windws Server 2003 Enterprise Editin Windws Server 2003 Enterprise Editin Windws Server 2003 Enterprise Editin Windws Server 2003 Enterprise Editin OVERVIEW Siebel CRM Release 7.7 uses the enhanced Siebel CRM Release 7 Smart Web architecture, which intrduced a new apprach t Web applicatins. This architecture imprves scalability while making efficient use f bth netwrk and Web server resurces, allwing custmers t use their existing netwrk and Web server infrastructure. Oracle s Siebel Platfrm Sizing and Perfrmance Prgram is designed t stress the Siebel CRM Release 7.7 architecture and t demnstrate the perfrmance and scalability f the applicatin in a business slutin cntext. Amng the Siebel CRM Release 7.7 architecture features exercised are the fllwing: Smart Web Architecture Takes advantage f the newest Web brwser technlgy t deliver a highly interactive experience. The interactin mdel, which is similar t Windws-based applicatins, als imprves prductivity. Utilizatin rates n the Web server are lw, allwing custmers t retain existing Web server infrastructure. Smart Netwrk Architecture Allws Siebel CRM Release 7 custmers t leverage their existing netwrk infrastructure by cmpressing and caching user interface cmpnents, s that brwser/web server interactin ccurs nly when the applicatin requests data. This allws custmers t avid expensive netwrk upgrades that can be necessary with cmpeting prducts. Server Cnnectin Brker Offers a precnfigured lad-balancing ptin while als supprting a hardware-based slutin. Resnate Central Dispatch may be used in Siebel CRM Release 7.7, but it is nt required. In additin, the new Siebel Cnnectin Brker cmpnent distributes tasks between multiple prcesses, imprving intraprcess lad-balancing characteristics. Smart Database Cnnectin Pling and Multiplexing Allws custmers t scale their databases withut intrducing expensive and cmplex transactin-prcessing mnitrs. Perfrmance and Scalability Benchmark: Siebel CRM Release 7.7 Industry Applicatins n HP Page 3
Server Request Brker Prvides cmpnent-level lad balancing acrss multiple Siebel servers, withut the expense and cmplex administratin f transactin-prcessing mnitrs. Enterprise Applicatin Integratin Allws custmers t integrate their existing systems with Siebel CRM applicatins. This test simulated a large crpratin with 30,000 cncurrent active users in multiple departments and addressed key business requirements: Siebel Financial Services Call Center Prvides the mst cmplete slutin fr sales and service, allwing custmer service and telesales representatives t prvide superir custmer supprt, imprve custmer lyalty, and increase revenues thrugh crss-selling and up-selling. Siebel Partner Relatinship Management Enables rganizatins t effectively and strategically manage relatinships with partners, distributrs, resellers, agents, brkers, and dealers. Siebel Wrkflw Autmates user interactin, business prcesses, and integratin thrugh use f a business-prcess-management engine. It allws simple administratin and custmizatin thrugh a graphical drag-and-drp user interface. Administratrs can add custm r predefined business services and specify lgical branching, updates, inserts, and subprcesses t create a wrkflw prcess tailred t their unique business requirements. Siebel Enterprise Applicatin Integratin (EAI) Allws custmers t integrate their existing applicatins with Siebel CRM applicatins. Siebel EAI supprts several adapters. The Siebel EAI HTTP Adapter was used in this benchmark. METHODOLOGY This benchmark was executed independently by HP under Oracle s Siebel CRM Release 7.7 Industry Applicatins Platfrm Sizing and Perfrmance Prgram guidelines. Test cases are based n Siebel custmer requirements and exercise sme f the mst critical and frequently used cmpnents f the Siebel CRM applicatin. The test cases must run in steady state fr at least ne hur, and certificatin is dependent n the achievement f certain key perfrmance indicatrs. The test simulated real-wrld requirements f a large rganizatin, cnsisting f 30,000 cncurrent, active users in a call center rganizatin. Test cnditins simulated service representatives running Siebel Financial Services Call Center, and partner rganizatins running Siebel Partner Relatinship Management (Web Sales and Web service). Siebel Wrkflw and the Siebel Scripting Engine were used t incrprate business-prcess-management custmizatins. The applicatin als simulated integratin with Web systems, using the Siebel Enterprise Applicatin Integratin cmpnent and the Siebel HTTP Adapter. In Perfrmance and Scalability Benchmark: Siebel CRM Release 7.7 Industry Applicatins n HP Page 4
this case, an eight-hur business day included mre than 3,400,000 EAI transactins between systems. End users were simulated by use f Mercury LadRunner versin 7.8. The thinktime range between user peratins was 13 t 23 secnds. The Siebel CRM Release 7.7 Scripting Engine was invked t assign service requests and navigate the user t the apprpriate views. Siebel CRM Release 7.7 Wrkflw Manager executed wrkflw steps based n inserted service requests. The Siebel CRM Release 7.7 EAI HTTP Adapter executed requests between different Web infrastructures. Database Setup Prir t benchmark executin, the database size was apprximately 230GB. It was cnstructed based n Siebel custmer experience and requirements and was based n the Siebel CRM Industry Applicatin repsitry and data mdel representing the mst cmmn data distributin and vlumes in high-transactin-rate implementatins. The table belw shws a sampling f recrd vlumes fr key business entities in the standard Siebel vlume database. Business Entity Number f Recrds Accunts 2,233,637 Activities 6,685,419 Addresses 3,475,662 Cntacts 3,536,268 Emplyees 30,000 Opprtunities 3,429,952 Orders 496,909 Prducts 230,102 Qute Items 1,984,252 Qutes 253,693 Service Requests 5,651,814 Business Transactins Several cmplex business transactins were executed simultaneusly fr 30,000 cncurrent users. Between user peratins, the think-time range was 13 t 23 secnds. This sectin describes the cases tested. Siebel Financial Services Call Center Create and Assign Service Requests Service agent searches fr cntact. Service agent checks entitlements. Service request is created. Service agent ppulates service request with apprpriate detail. Perfrmance and Scalability Benchmark: Siebel CRM Release 7.7 Industry Applicatins n HP Page 5
Service agent creates activity plan t reslve issue. Using Siebel Script, the service request is autmatically assigned t apprpriate representative t address issue. Siebel Partner Relatinship Management Sales and Service Partner creates new service request with apprpriate detail. Service request is autmatically assigned. Saving service requests invkes scripting that brings user t the apprpriate pprtunity screen. New pprtunity with detail is created and saved. Saving pprtunity invkes scripting that brings user t service requests screen. Siebel Enterprise Applicatin Integratin Integrate Third-Party Applicatin EAI requests are made using a custmized accunt-integratin bject. The requests cnsist f 80 percent selects, 10 percent updates, and 10 percent inserts. The use cases are typically cnsidered heavy transactins. Fr example, the highlevel descriptin f the sequential steps fr the Create and Assign Service Requests use case is as fllws: Enable Siebel Search Center. Search fr a cntact. Review cntact detail and create a new service request. Add details t the service request. Frm the service request view, search fr an accunt. Select an accunt and assciate it with the service request. Navigate t the verify tab and select entitlements. Verify entitlements and cntinue service request investigatin. Search fr insurance grup; select the apprpriate plicy and prduct. Create a new cntact, entering infrmatin int all f the fields in the list view. Cmplete service request details and save the service request. Perfrmance and Scalability Benchmark: Siebel CRM Release 7.7 Industry Applicatins n HP Page 6
Select the activity plan ptin and autmatically generate an activity plan fr the service request. Scripting will autmatically assign the service request. Summarize the service request with the custmer. TOPOLOGY This sectin describes the hardware tplgy f the systems used fr the test, as well as the hardware and sftware cmbinatins used. Web Servers: 8x HP PrLiant BL20pG2 Applicatin Servers: 2x Intel Xen DP 3.2GHz/2MB Micrsft Windws Server 2003 Enterprise Editin 2GB RAM 8x HP PrLiant DL 585 4x AMD Optern Dual Cre 2.2GHz/1MB Micrsft Windws Server 2003 Enterprise Editin 32GB RAM EAI Applicatin Server: 1x HP PrLiant BL20pG2 Gateway Server: 2x Intel Xen DP 3.2GHz/2MB Micrsft Windws Server 2003 Enterprise Editin 8GB RAM 1x HP PrLiant BL20pG2 Database Server: 2x Intel Xen DP 3.2GHz/2MB Micrsft Windws Server 2003 Enterprise Editin 2GB RAM 1x HP Integrity rx8620 16x Intel Itanium 1.6GHz/6MB Micrsft Windws Server 2003 (64-bit) Datacenter 64GB RAM Perfrmance and Scalability Benchmark: Siebel CRM Release 7.7 Industry Applicatins n HP Page 7
LadRunner Drivers: 13x HP PrLiant DL360G3 2x Intel Xen DP 3.06GHz/2MB 4GB RAM LadRunner versin 8.0 Perfrmance and Scalability Benchmark: Siebel CRM Release 7.7 Industry Applicatins n HP Page 8
RESULTS Respnse Time and Transactin Thrughput 3 4 5 Wrklad Number f Users Average Operatin Respnse Time (sec) Business Transactins Thrughput/hur Prjected Daily Transactin s Financial Services Call Center 24,000 0.15 219,011 1,752,152 Partner Relatinship Management 6,000 0.39 153,912 1,231,296 EAI HTTP Adapter N/A N/A 431,530 3,452,240 Ttals 30,000 804,453 6,435,624 Server Recurse Utilizatin Nde Users Functinal Use % CPU 1 x PrLiant DL585 3,750 1 x PrLiant DL585 3,750 1 x PrLiant DL585 3,750 1 x PrLiant DL585 3,750 1 x PrLiant DL585 3,750 1 x PrLiant DL585 3,750 1 x PrLiant DL585 3,750 1 x PrLiant DL585 3,750 Applicatin Server- 3,000 Call Center Applicatin Server- 3,000 Call Center Applicatin Server- 3,000 Call Center Applicatin Server- 3,000 Call Center Applicatin Server- 3,000 Call Center Applicatin Server- 3,000 Call Center Applicatin Server- 3,000 Call Center Applicatin Server- 3,000 Call Center Memry Utilizatin (GB) 80 20 77 20 78 20 79 20 79 20 79 20 79 20 79 20 1 x PrLiant BL20pG2 N/A Applicatin Server EAI 10 1 8 x PrLiant BL20pG2 30,000 Web Server 28.1 1 x Integrity rx8620 30,000 Database Server 88 49 1 x PrLiant BL20pG2 30,000 Gateway Server 1.3 Netwrk Utilizatin Fr 30,000 cncurrent users, the netwrk utilizatin measured was 78.44Mbps fr the brwser traffic, an average f 2.61Kbps per user. These measurements incrprated cmpressin fr Web-server-t-brwser traffic. 3 Respnse times are measured at the Web server instead f at the end user. The respnse times at the end user wuld depend n the netwrk latency, the bandwidth between Web server and brwser, and the time fr brwser rendering f cntent. 4 A business transactin is a defined set f steps, activities, and applicatin interactins used t cmplete a business prcess, such as Create and Assign Service Requests. Search fr a cntact is an example f a step in a business transactin. Fr a detailed descriptin f business transactins, see the Business Transactins sectin. 5 Actual results may vary, based n a brad range f implementatin-specific factrs, such as transactin mix, hardware platfrm, netwrk parameters, and database size. Oracle des nt warrant r guarantee that custmers will btain the same r similar results, even if they use the same r similar equipment and/r sftware applicatins. Oracle des nt warrant, endrse, r guarantee any perfrmance f any prducts, any results desired r achieved, r any statements made within this dcument. Perfrmance and Scalability Benchmark: Siebel CRM Release 7.7 Industry Applicatins n HP Page 9
CONCLUSION The test system demnstrated that Oracle s Siebel CRM Release 7.7 architecture n HP PrLiant and SQL Server 2005 n HP Integrity Server easily scale t 30,000 cncurrent users. Vertical scalability The Siebel CRM Release 7.7 server shwed excellent scalability within an applicatin server. Hrizntal scalability The benchmark demnstrated scalability acrss multiple servers withut degradatin. Lw netwrk utilizatin The Siebel CRM Release 7.7 Smart Web Architecture and Smart Netwrk Architecture efficiently managed the netwrk, cnsuming nly 2.61 kilbits per secnd per user. Efficient use f the database server Siebel CRM Release 7.7 Smart Database Cnnectin Pling and Multiplexing allwed the database t service 30,000 cncurrent users and the supprting Siebel Release 7.7 server applicatin services with 2,912 database cnnectins. SQL Server 2005 nnunifrm memry access (NUMA) and cnnectin affinity features maximized the perfrmance and scalability f the HP Integrity rx8620 database server. [Released Octber 14, 2005] Perfrmance and Scalability Benchmark: Siebel CRM Release 7.7 Industry Applicatins n HP Page 10
Perfrmance and Scalability Benchmark: Siebel CRM Release 7.7 Industry Applicatins n HP Integrity Server and Micrsft SQL Server 2005 Released Octber 2005 Oracle Crpratin Wrld Headquarters 500 Oracle Parkway Redwd Shres, CA 94065 U.S.A. Wrldwide Inquiries: Phne: +1.650.506.7000 Fax: +1.650.506.7200 racle.cm Cpyright 2005, 2006, Oracle. All rights reserved. This dcument is prvided fr infrmatin purpses nly and the cntents heref are subject t change withut ntice. This dcument is nt warranted t be errr-free, nr subject t any ther warranties r cnditins, whether expressed rally r implied in law, including implied warranties and cnditins f merchantability r fitness fr a particular purpse. We specifically disclaim any liability with respect t this dcument and n cntractual bligatins are frmed either directly r indirectly by this dcument. This dcument may nt be reprduced r transmitted in any frm r by any means, electrnic r mechanical, fr any purpse, withut ur prir written permissin. Oracle, JD Edwards, PepleSft, and Siebel are registered trademarks f Oracle Crpratin and/r its affiliates. Other names may be trademarks f their respective wners.