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PERFORMANCE UNDER PRESSURE: THE STATE OF ENTERPRISE APPLICATION PERFORMANCE AND AVAILABILITY

2014 OAUG SURVEY ON ENTERPRISE APPLICATION MANAGEMENT

By Joseph McKendrick, Research Analyst Produced by Unisphere Research, a Division of Information Today, Inc. August 2014

Sponsored by

Produced by

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TABLE OF CONTENTS Executive Summary��������������������������������������������������������������������������������������������������������������������������3 How End-Users Experience Transactions and Applications������������������������������������������������������������5 Improving the Customer Experience����������������������������������������������������������������������������������������������10 What Do Application Providers Think About Impact of Cloud������������������������������������������������������16 What Do Application Providers Think About Impact of Big Data��������������������������������������������������20 What Do Application Providers Think About Impact of Mobile����������������������������������������������������24 Conclusion��������������������������������������������������������������������������������������������������������������������������������������28 Demographics��������������������������������������������������������������������������������������������������������������������������������29

PERFORMANCE UNDER PRESSURE: THE STATE OF ENTERPRISE APPLICATIONS PERFORMANCE AND AVAILABILITY, 2014 OAUG Survey on Enterprise Application Management was produced by Unisphere Research and sponsored by Oracle. Unisphere Research is the market research unit of Unisphere Media, a division of Information Today, Inc., publishers of Database Trends and Applications magazine and the 5 Minute Briefing newsletters. To review abstracts of our past reports, visit www.dbta.com/About_Us#Unisphere. Unisphere Media, 630 Central Avenue, Murray Hill, New Providence, NJ 07974; 908-795-3701. Join the OAUG—If you’re not already an OAUG member and would like to continue receiving key information like this, visit the OAUG at www.oaug.org today for information on how to join this dynamic user community for Oracle applications and database professionals.

3 EXECUTIVE SUMMARY of revenues to small firms. Industries represented include manufacturing, government agencies, educational institutions, IT services firms, utilities, and financial services organizations. Respondents also hold a variety of job titles, including business/ IT analysts, database administrators, IT/operations managers, developers/programmers, consultants, and IT managers. (See Figures 28–31 at the end of this report for more detailed demographic information.) The survey uncovered the following key points: n C  onsumers report a range of issues that continue to be faced attempting to use applications and complete transactions. Slow performance and glitches are rampant. As consumers themselves, IT managers and professionals are not forgiving of performance issues. Just about all will give up on a website altogether after a third unsuccessful experience, and many will abandon the vendor well before that point. n S low response times at e-commerce back-end applications still remain as much of an issue as it was five years ago, with 85% reporting such problems. Five years ago, people were more tolerant of—and more accustomed to—delays of five to ten seconds. These days, a latency of even two to three seconds to load a page is considered too long of a wait. n A  s complexity grows, so does the task of monitoring and managing enterprise applications. While enterprises are working to increase their visibility to performance issues, most enterprises still rely on customers contacting them by phone or email to find out about performance issues. Nevertheless, there has been a notable increase in efforts to automate the process of discovering performance problems. The survey finds an increase in respondents employing system management alerts that help enterprises address i