Perfrmance and Scalability Benchmark: Siebel CRM Release 7.7 Industry Applicatins n IBM eserver BladeCenter and IBM DB2 UDB n eserver p5 550 An Oracle White Paper Released December 2004
Perfrmance and Scalability Benchmark: Siebel CRM Release 7.7 Industry Applicatins n IBM eserver BladeCenter and IBM DB2 UDB n eserver p5 550 INTRODUCTION This white paper describes the perfrmance and scalability capabilities f Oracle s Siebel Custmer Relatinship Management (CRM) Applicatins Release 7.7. The benchmark cmprised 8,500 cncurrent users running Siebel CRM Release 7.7 industry applicatins n IBM eserver BladeCenter and IBM DB2 UDB n eserver p5 550. The Siebel Platfrm Sizing and Perfrmance Prgram is a Siebel-certified test suit executed independently by IBM. IBM cmpleted the benchmark n December 10, 2004; Siebel certified it n December 21, 2004. Nte that this benchmark data is intended fr general infrmatin purpses and nt as a substitute fr implementatin-specific sizing r benchmarks. Results Summary: 8,500-Active-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 6,800 0.24 56,029 448,232 Partner Relatinship Management 1,700 0.45 37,283 298,264 EAI HTTP Adapter N/A N/A 277,618 2,220,944 Ttals 8,500 N/A 370,930 2,967,440 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 IBM Page 2
Test Cmpnent Sftware Versin Hardware OS Database Server DB2 UDB 8.16 IBM eserver pseries p5 550 AIX 5.3 429A SMT App/Gtwy Servers Siebel 7.7.1 eserver BladeCenter HS20 Windws 2003 Web Servers MS IIS 6.0 eserver BladeCenter HS20 Windws 2003 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 that large custmers can successfully deply many thusands f cncurrent users. 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 amng 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 IBM 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 8,500 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 IBM under Oracle s Siebel CRM Release 7.7 Industry Applicatin 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 8,500 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. Perfrmance and Scalability Benchmark: Siebel CRM Release 7.7 Industry Applicatins n IBM Page 4
The applicatin als simulated integratin with Web systems using the Siebel Enterprise Applicatin Integratin cmpnent and the Siebel HTTP Adapter. In this case, an eight-hur business day included mre than 2,200,000 EAI transactins between systems. End users were simulated by use f Mercury LadRunner versin 7.8. The think time 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 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 Siebel CRM Industry Applicatin vlume database. Business Entity Number f Recrds Accunts 2,233,637 Activities 6,685,419 Addresses 3,475,662 Cntacts 3,521,040 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 8,500 cncurrent users. Between each user peratin and the next ne, the think time averaged apprximately 15 secnds. This sectin prvides a high-level descriptin f the use cases tested. Siebel Financial Services Call Center Create and Assign Service Requests Service agent searches fr cntact. Service agent checks entitlements. Perfrmance and Scalability Benchmark: Siebel CRM Release 7.7 Industry Applicatins n IBM Page 5
Service request is created. Service agent ppulates the service request with apprpriate detail. Service agent creates an activity plan t reslve the issue. Using Siebel Script, the service request is autmatically assigned t the apprpriate representative t address the issue. Siebel Partner Relatinship Management Sales and Service Partner creates new service request with apprpriate detail. Service request is autmatically assigned. Saving service request 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 back t service request 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 fr the different applicatins are typically cnsidered heavy transactins. Fr example, the Create and Assign Service Request use case cnsists f mre than a dzen steps as the call center representative fulfills the custmers requirements. TOPOLOGY This sectin describes the hardware tplgy f the systems used fr the test as well as the hardware and sftware cmbinatins used. Perfrmance and Scalability Benchmark: Siebel CRM Release 7.7 Industry Applicatins n IBM Page 6
PSPP Cmpnents Siebel CRM Release 7.7 Industry Applicatins AIX 5L DB2 UDB fr AIX v8.16 Database Server 1x4way IBM eserver p5 550 2 x 2 1.65 GHz POWER5 DCM (dual-cre) 16GB RAM Web/Applicatin Servers AIX 5.3 (SMT enabled) One BladeCenter, with 14 HS20 blades, was used. Each blade ran bth Web servers and Siebel applicatin servers. One blade ran the Siebel Gateway and HTTP servers in additin t Web/applicatin servers. 1 IBM eserver BladeCenter LadRunner Driver 14 x 2 3.06GHz Intel single-cre CPUs 4GB RAM per Blade Windws 2003 15x IBM Netfinity 5500 4 x 500MHz Pentium III Xen Perfrmance and Scalability Benchmark: Siebel CRM Release 7.7 Industry Applicatins n IBM Page 7
4GB RAM LadRunner versin 7.81 RESULTS Respnse Times 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 6,800 0.24 56,029 448,232 Partner Relatinship Management 1,700 0.45 37,283 298,264 EAI HTTP Adapter N/A N/A 277,618 2,220,944 Ttals 8,500 N/A 370,930 2,967,440 Server Recurse Utilizatin Nde Users Functinal Use % CPU Memry Utilizatin (GB) Blade 1 800 Web/Applicatin Server 80 3.49 Blade 2 800 Web/Applicatin Server 80 3.49 Blade 3 800 Web/Applicatin Server 80 3.49 Blade 4 800 Web/Applicatin Server 81 3.50 Blade 5 800 Web/Applicatin Server 81 3.49 Blade 6 800 Web/Applicatin Server 80 3.50 Blade 7 800 Web/Applicatin Server 81 3.49 Blade 8 800 Web/Applicatin Server 81 3.49 Blade 9 340 Web/Applicatin Server 63 2.25 Blade 10 340 Web/Applicatin Server 63 2.25 Blade 11 340 Web/Applicatin Server 64 2.27 Blade 12 340 Web/Applicatin Server 64 2.26 Blade 13 340 Web/Applicatin Server 64 2.27 Blade 14 400 Gateway/Web/ Applicatin Server 68 2.30 P5 550 8500 Database Server 65 7.28 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 IBM Page 8
Netwrk Utilizatin Fr 8,500 cncurrent users, the netwrk utilizatin measured was 19.86Mbps fr the brwser traffic, an average f 2.34Kbps per user. These measurements incrprated cmpressin fr Web-server-t-brwser traffic. CONCLUSION The test system demnstrated that Oracle s Siebel CRM Release 7.7 architecture n IBM eserver pseries and DB2 UDB easily scales t 8,500 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 2.34 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 8,500 cncurrent users and the supprting Siebel CRM Release 7.7 server applicatin services with 733 database cnnectins. During the test, the database grew by 8.2GB, demnstrating that the wrklad simulated by the system exceeded the requirements f sme f the mst demanding Siebel custmers. [Released December 21, 2004] Perfrmance and Scalability Benchmark: Siebel CRM Release 7.7 Industry Applicatins n IBM Page 9
Perfrmance and Scalability Benchmark: Siebel CRM Release 7.7 Industry Applicatins n IBM eserver BladeCenter and p5 550 Released December 2004 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 2004, 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.