Press Room: 2004

Keynote Announces Traffic Perspective, a New Service Level Management Solution Designed to Monitor Performance as Experienced by Online Users

• E-Business Can Now Manage IT Service Delivery with Real User Metrics
• Correlation with Synthetic Monitoring Provides Holistic User Perspective
• Traffic Perspective Offers Real Time View of User Experience for Service Level Management
• Collect, Aggregate and Report Real User Performance, Usage and Behavioral Metrics for E-Business Applications

Global Internet Performance Conference (GIPC) — New York City, October 25, 2004 — Keynote Systems™ (Nasdaq:KEYN), the worldwide leader in e-business performance management services, today introduced Traffic Perspective®, a new service level management solution that monitors the speed and reliability of Web sites as experienced by real site visitors. The new high capacity appliance solution enables customers to deliver higher quality technical service to selected groups of high-impact customers (or branch offices, for example), significantly increase application monitoring in a cost effective manner and prioritize performance issues in order to maximize return on diagnostic efforts. Traffic Perspective collects, aggregates and reports end-to-end real user performance usage and behavioral metrics for e-business applications in real-time.

Keynote Traffic Perspective provides the visual management tools to:

• Manage IT service delivery with a real time view of end-to-end user experience
• Identify performance problems from all geographic locations and for all connection types reducing mean time to repair
• Proactively identify and prioritize the impact of service problems before customers complain

The new solution allows e-business managers to capture actual end user experience from wherever the user is located (customers, field offices, corporate users) and to diagnose problems from the transaction (or business process) to page level, from aggregate to individual sessions. Together with traditional Keynote synthetic performance measurements, this expands visibility into application and infrastructure performance and allows for diagnosis of performance and content issues down to replaying individual real user sessions.

According to Forrester Research, “50 percent of service disruptions are reported by end users through the help desk and not by management products. Analyzing these products leads to finger-pointing, wasted resources and long resolution times – the exact opposite of service management.”

“Clearly one of the biggest business challenges faced by IT today is resolving performance issues efficiently. Quantifying the impact of IT performance problems on real end users enables customers to prioritize issues, identify underlying causes of performance problems and reduce the mean time to respond,” said Carol Carpenter, director of product marketing for Keynote. “Traffic Perspective is designed to give customers an holistic view of performance in the most non-invasive manner, taking IT professionals to the next step in identifying factors that affect end user response time. Traffic Perspective broadens and deepens Keynote’s breadth of services for managing today's highly critical and complex Web applications and systems.”

“Keynote's new Traffic Perspective appliance is a natural complement to their standard scripted (synthetic) transaction measurement services,” said Eric Siegel, Senior Analyst for the Burton Group. “Those transaction services excel at establishing performance trendlines and diagnostics for standardized transactions; Traffic Perspective adds the ability to drill down to see what's happening to individual real users. That's important for alerting management to problems from unanticipated transaction sequences or from unusual user locations. By integrating synthetic transaction and real user measurement tools, Keynote has made it much easier for an operations center to ensure and manage service levels from the end user perspective.”

Traffic Perspective combines the performance analysis of actual end user traffic with the consistent and repeatable measurements from Keynote’s measurement and diagnostic network to enable operations to identify, prioritize, triage and diagnose problems. Traffic Perspective collects the following transaction or page data: total page or object time, TCP connect, redirect, first packet, HTML download and object download, 400 and 500 series errors, throughput, page size and page load time. Additionally Traffic Perspective can collect additional metrics on:

• Traffic volume and data including visitor sessions, country/city of origin, ISP of origin
• Application performance including application error in the URL or HTML
• Behavioral metrics including average session duration, page dwell time, any values in the HTML

Traffic Perspective is part of Keynote’s Service Level Management (SLM) family of solutions for managing today’s highly critical and complex Web applications and systems. Keynote’s SLM solutions enable customers to determine application readiness, define reasonable, yet aggressive, service level standards and deliver consistently upon them.

Availability and Pricing

Traffic Perspective is available immediately for $10,000 per month.

About Keynote

Founded in 1995, Keynote Systems (Nasdaq “KEYN”), The Internet Performance Authority®, is the worldwide leader in e-business performance management services. Over 2,100 corporate IT and marketing departments and 19,000 individual subscribers rely on Keynote’s growing range of measurement and monitoring, service level and customer experience management services to improve e-business performance by reducing costs, improving customer satisfaction and increasing profitability.

Keynote is viewed as The Internet Performance Authority due to the company’s global infrastructure of over 1,600 measurement computers in more than 50 cities worldwide that capture and store on a daily basis over 40 million Internet performance measurements, frequent media citations quoting Keynote's Web performance data and analysis, the company’s market-leading Web performance indices for vertical markets and leading customer research that provides critical business insight into online customer experiences, industry trends, and competitive Web strategies.

Keynote Systems, Inc. is headquartered in San Mateo, California and can be reached at http://www.keynote.com/ or by phone in the U.S. at 650-403-2400.

About Total Performance Management

In today’s tight economy Keynote’s services provide enterprise customers with Total Performance Management (TPM) solutions that increase return on investment, save money and efficiently link IT resources to e-business goals. TPM is a holistic approach to Web performance management that includes a broad portfolio of cost-effective measurement, monitoring, load testing, content quality testing and usability testing services. Keynote’s overarching goal is to empower customers to deliver an optimal quality of experience to end users and to gain competitive advantage, while helping them reduce unnecessary capital expenditures and leverage existing enterprise management software.

Keynote, The Internet Performance Authority and Perspective are registered trademarks of Keynote Systems, Inc. Other trademarks are the property of their respective owners. © 2004 Keynote Systems, Inc.

Public Relations Contacts:

Della Lowe, Keynote Systems, Inc., (650) 403-3233, dlowe@keynote.com
Dan Berkowitz, Keynote Systems, Inc., (650) 403-3305, dberkowitz@keynote.com