Production Troubleshooting Methodology

Abstract

When a performance issue occurs in a production application, the costs can be severe, measured both in terms of the resolution costs as well as revenue loss. When an application is unavailable or underperforming, the revenue loss can be quantified in the following three categories:

• Business-to-consumer applications: Poor performance can lead to site abandonment and a loss of confidence in your organization.

• Business-to-business applications: Poor performance can lead to a loss of confidence in your technical abilities, loss of contractual revenue through violated SLAs, and in the worst case, the loss of a business partner.

• Intranet applications: Poor performance can lead to a loss in productivity, as your employees spend more time waiting and less time working.