Challenge: Trouble finding root cause of application slowdowns
Insight's employees and customers placed ERP system orders through its eBusiness applications. Because Insight is largely a B2B company, the load on these applications was not heavy, but the high-value of the transactions made slow response times and outages costly for Insight. Dave Young, Manager of eBusiness QA and Support, was hired to make sure these applications performed as well as possible to meet the demands of Insight's customers.
Young quickly discovered that performance issues were hard to find in Insight's highly distributed application. And the existing system for troubleshooting performance problems usually could not locate root cause before the problem disappeared. “My team is first in line when a customer calls to report an issue,” Young said. “Our typical response is to send out a thousand emails asking everyone to check their individual area?when they respond, they say everything's fine. After an hour you find out there wasn't a problem, and yet the customers were experiencing 2-3x slower response times than usual. The majority of the time we weren't resolving issues because they would typically resolve themselves before anyone could determine the root cause.”