Perfrmance and Scalability Benchmark: Siebel CRM Release 7.7 Industry Applicatins n IBM eserver p690 and IBM DB2 UDB n eserver p5 570 An Oracle White Paper Released March 2005
Perfrmance and Scalability Benchmark: Siebel CRM Release 7.7 Industry Applicatins n IBM eserver p690 and IBM DB2 UDB n eserver p5 570 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 20,000 cncurrent users running Siebel CRM Release 7.7 industry applicatins n IBM eserver p690 and IBM DB2 UDB n eserver p5 570. Oracle s Siebel Platfrm Sizing and Perfrmance Prgram is a test suite certified by Siebel and executed independently by IBM. IBM cmpleted the benchmark n February 18, 2005; Siebel certified it n March 2, 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: 20,000-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 16,000 0.13 141,513 1,132,104 Partner Relatinship Management 4,000 0.40 102,564 820,512 EAI HTTP Adapter N/A N/A 311,082 2,488,656 Ttals 20,000 N/A 555,159 4,441,272 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 570 AIX 5.3 429A SMT App/Gtwy Servers Siebel 7.7.1 IBM eserver pseries p5 690 AIX 5.2 ML3 Web Servers IBM HTTP Server 2.0.47 IBM eserver pseries p5 690 AIX 5.2 ML3 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. Server Request Brker Prvides cmpnent-level lad balancing acrss multiple Siebel servers, withut the expense and cmplex administratin f transactin-prcessing mnitrs. Perfrmance and Scalability Benchmark: Siebel CRM Release 7.7 Industry Applicatins n IBM Page 3
Enterprise Applicatin Integratin Allws custmers t integrate their existing systems with Siebel CRM applicatins. This test simulated a large crpratin with 20,000 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 IBM under the 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 20,000 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 this case, an eight-hur business day included mre than 2,400,000 EAI transactins between systems. Perfrmance and Scalability Benchmark: Siebel CRM Release 7.7 Industry Applicatins n IBM Page 4
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 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 20,000 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. Service request is created Service agent ppulates the service request with apprpriate detail. Service agent creates activity plan t reslve issue. Using Siebel Script, the service request is autmatically assigned t apprpriate representative t address issue. Perfrmance and Scalability Benchmark: Siebel CRM Release 7.7 Industry Applicatins n IBM Page 5
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. PSPP Cmpnents Siebel CRM Release 7.7 Industry Applicatins AIX 5L DB2 UDB fr AIX v8.16 Database Server 1x8way IBM eserver p5 570 2 x 4 1.65GHz POWER5 MCM (dual-cre) 32GB RAM Web/Applicatin Servers AIX 5.3 (SMT-enabled) 5x16way IBM eserver pseries 690 partitins 2 x 8 1.9GHz POWER4+ dual-cre MCMs 1 x 8 1.7GHz POWER4+ dual-cre MCMs 2 x 8 1.65GHz POWER4+ dual-cre MCMs Perfrmance and Scalability Benchmark: Siebel CRM Release 7.7 Industry Applicatins n IBM Page 6
AIX 5.2 64GB RAM 1x IBM eserver pseries 650 1 x 2 1.45GHz POWER4+ dual-cre MCMs AIX 5.2 32GB RAM LadRunner Driver 15x IBM Netfinity 5500 4 x 500MHz Pentium III Xen 4GB RAM LadRunner versin 7.81 Perfrmance and Scalability Benchmark: Siebel CRM Release 7.7 Industry Applicatins n IBM Page 7
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 16,000 0.13 141,513 1,132,104 Partner Relatinship Management 4,000 0.40 102,564 820,512 EAI HTTP Adapter N/A N/A 311,082 2,488,656 Ttals 20,000 N/A 555,159 4,441,272 Server Recurse Utilizatin Nde Users Functinal Use % CPU Memry Utilizatin (GB) P690 Partitin 1 4250 Web/Applicatin Server 85 19 P690 Partitin 2 4250 Web/Applicatin Server 86 19 P690 Partitin 3 3750 Web/Applicatin Server 83 16 P690 Partitin 4 4250 Web/Applicatin Server 83 17 P690 Partitin 5 4250 Web/Applicatin Server 82 16 P5 570 20,000 Database Server 79 16 650 Batch HTTP Server 35 3 Netwrk Utilizatin Fr 20,000 cncurrent users, the netwrk utilizatin measured was 50.58 Mbps fr the brwser traffic, an average f 2.53 Kbps 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 20,000 cncurrent users. Vertical scalability The Siebel CRM Release 7.7 server shwed excellent scalability within an applicatin server. 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
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 2.53 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 20,000 cncurrent users and the supprting Siebel CRM Release 7.7 server applicatin services with 733 database cnnectins. During the test, the database grew by 20.8GB, demnstrating that the wrklad simulated by the system exceeded the requirements fr sme f the mst demanding Siebel custmers. [Released March 2, 2005] 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 p690s and IBM DB2 UDB n eserver p5 570 Released March 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.