These days, there is tremendous pressure on organizations to develop, integrate and deploy enterprise Web applications at an almost breakneck pace. As a result, many go live and deliver unsatisfactory results to internal and external end-users. For internal users, this means lost productivity and frustration. For external users, frustration quickly leads to lost business. A new survey of 526 managers and professionals by Unisphere Research, a division of Information Today, Inc., in partnership with Oracle Corporation, finds that Web application issues are an all-too-common problem, with at least three out of 10 saying they have experienced problems personally as end-users on a weekly basis. Take a look at this important survey, which sought managers' and professionals' perspectives, both as external customers of e-business sites, as well as caretakers of their own online operations.
PERFORMANCE UNDER PRESSURE:THE STATE OF ENTERPRISE WEB APPLICATION
QUALITY AND AVAILABILITY
2009 OAUG ResearchLine Survey on Enterprise Application Management
By Joseph McKendrick, AnalystProduced by Unisphere Research, a division of Information Today, Inc.July 2009
Sponsored by Produced by2
TABLE OF CONTENTS
Executive Summary Key Findings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3
Enterprise Web Application Issues: A Customer Perspective . . . . . . . . . . . . . . . . . . . . . . . . . . .4
Enterprise Web Application Issues: A User-Experience Management Perspective . . . . . . . . . . .7
Enterprise Web Application Issues: A Quality Assurance Perspective . . . . . . . . . . . . . . . . . . . .14
Demographics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20
Performance Under Pressure: 2009 OAUG ResearchLine Survey was produced by Unisphere Research and sponsored by Oracle. Unisphere Research is the market research unit of UnisphereMedia, 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, visitwww.dbta.com/research. Unisphere Media, 229 Main Street, Chatham, NJ 07928. Tel: 973-665-1120, Fax: 973-665-1124, Email: Tom@dbta.com, Web: www.dbta.com. 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 jointhis dynamic user community for Oracle applications and database professionals. Data collection and analysis performed with SurveyMethods3
EXECUTIVE SUMMARY another 12 percent are with utilities and telecommunicationsWhether you are a customer attempting to access an firms. (For more information on the demographics of thise-commerce site, or a manager at the other end charged with survey, see Figures 21-23 at the end of this report.) keeping the site's applications performing flawlessly on a 24x7 The study examined Web-based enterprise application issuesbasis, you know that there are always going to be glitches lurking. from two perspectives: that of an online customer and that of aThe best way to mitigate these issues is through effective site manager.monitoring, testing and quality assurance.A new survey of 526 managers and professionals finds that Key findings include the following:Web application issues are an all-too-common problem, with at n As e-commerce site consumers themselves, just about allleast three out of 10 saying they have experienced problems respondents say they have experienced problems. When thispersonally as end-users on a weekly basis, and also dealt with has happened, a majority simply abandoned the transaction,issues as IT/application managers. However, even at the busiest and one out of four switched to competitive sites.e-business operations, there is too little monitoring, testing and n Many managers and professionals are in the dark when itquality assurance to reduce or mitigate the prevalence of Web comes to the health of their applications. The report finds thatapplication errors. at least a third-sometimes more depending on situations-The survey, among application managers at a range of report that they don't know the specifics of many criticalcompanies, was conducted by Unisphere Research, a division of aspects of application performance, such as customerInformation Today, Inc., in partnership with Oracle Corporation. complaints, failure rates and testing.Survey respondents included members of the Oracle Applications n Among the two out of three respondents that understand theUsers Group (OAUG) and readers of Database Trends and scope of their application performance problems, close to halfApplications (DBTA) magazine. The survey, conducted in March report glitches arising several times a month; and most have2009, was announced via an email notification to the OAUG had their applications hampered by slow response times, errormembership and DBTA readership lists, which directed messages or outright downtime. How do respondents find outparticipants to a Web-based survey instrument. about these problems? Mainly by hearing about it fromOf the respondents to the survey, 16 percent ... [download for more]
