'Angel' watches over Web sites
- By Dan Caterinicchia, Dan Caterinicchia
- Oct 09, 2000
Agencies interested in judging the performance of online transactions from
the public's perspective now have SiteAngel from BMC Software Inc. to watch
over their Web sites.
"Customer experience is key to the success of a Web site how easy
it is to do things and that's measured in click time," said Mary Nugent,
BMC's director of corporate development.
BMC announced today that it has integrated SiteAngel with its Patrol
solution, enabling organizations to measure click time from outside the
firewall and couple that with data obtained by Patrol from inside the firewall.
Patrol measures online service in terms of response time on a transaction.
"SiteAngel is service, not a product," said Brandon Whichard, product
marketing manager for Houston-based BMC. It measures online customer satisfaction
as it simulates transactions end-to-end at a Web site. "SiteAngel makes
requests, sees how long it takes and knows where the errors happen."
Nugent cited the Internal Revenue Service as an example of an agency
that could benefit from the solution because of the large number of online
transactions the IRS makes with the public. Users currently experience a
lag time on IRS sites, she said.
Agencies and companies who use the service can teach "angels" what to
monitor by clicking through their Web sites' business-critical paths and
setting performance and availability goals at every path.
SiteAngel produces reports and report cards for administrators to see
exactly when and where errors or network spikes occur and how to remedy
them. The new tool can be integrated into Patrol for free on a one-month
trial, and then the cost is determined by the number and frequency of transactions
being monitored, Wichard said.
Patrol is currently available on the General Services Administration
schedule and is deployed at numerous federal agencies, including the Central
Intelligence Agency, the Defense Intelligence Agency, the Federal Emergency
Management Agency, NASA, the U.S. Postal Service and throughout the Defense
The free trial version of SiteAngel can be downloaded at www.bmc.com/siteangel.