This article explains the initial steps to take in triaging a user reporting slow performance with Apptio.
When slow issues are reported with Apptio there are a number of questions that need to be determined to ensure the issue is not being manifested within the company infrastructure.
Each company (Customer) will have a different process to log tickets with their respective IT support team.
The intention of logging tickets with the company IT support team is to ensure initial triage steps from the company’s perspective has been investigated prior to an Apptio support ticket being raised.
Prior to contacting the company IT support team, ensure the environment in question is not calculating with the logins enabled as this will reduce the performance of the application.
The company team who work with the Apptio environments should be aware of all activity that is taking place with each environment.

Prior to contacting company support obtain the following information from the user reporting this issue and apply this to the local IT Support ticket:

• What URL did the event occur?
• What environment were you in? - In Development, Staging or Production?
• What time period were you in? - identifies which month and year your project was in at the time of the event
• Were you in TBM Studio?
• When did this occur? – Date & time.
• Where are you based? – To identify location specific issues.
• What were you doing? – Identifies specific activities that is causing the issue. Were you creating a report, modeling cost, changing config settings, uploading data or any other action you were performing.
• Are there any other Apptio users reporting the same issue? – Identifies if the issue is wide spread.

Have the company IT team Identify the following:

• Recent infrastructure changes with such as whitelisting, internal network changes, firewalls, packet shapers.
• Patches and release of browsers (Internet Explorer and Chrome).
• If any other applications that are being affected.

If the above does not identify the issue, then do raise a ticket with the Apptio Support team via the Help Center providing as much detail from the answers to the above triage questions.
If the issue is critical and there are a number of users impacted then contact the Apptio Support line as published on the Help Center site.