Organizations are using multiple IaaS and SaaS providers today, yet traditional ITOps processes and tools are straining to cope with a vast new scope of challenges and risks. Recent research by Enterprise Management Associates (EMA) shows that 74% of enterprise network teams had incumbent network monitoring tools failing to address cloud requirements. As IT business leaders responsible for delivering services in this new ecosystem, how do you equip yourself with the right visibility? Shamus McGillicuddy, Research Director for EMA’s network management practice, and Archana Kesavan, Director of Product Marketing at ThousandEyes dive deep into the challenges of multi-cloud and how to rethink your monitoring strategy and operational delivery processes. Uncover: Five common IT operational challenges of multi-cloud identified in recent EMA research The risks of not evolving ITOps for a managed cloud environment Four monitoring best practices for a cloud-centric IT Operation

1. Multi-Cloud Breaks ITOps:
Best Practices to De-Risk Your Cloud Strategy
Shamus McGillicuddy, Research Director, EMA Research
Archana Kesavan, Director of Product Marketing, ThousandEyes

2. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING @ThousandEyes
• Welcome & Introduction
• Cloud Migration:
From an Operations Lens
• Cloud Monitoring Challenges
• Best Practices for a Cloud-Centric ITOps
• Demo
• Q&A
Agenda
Shamus McGillicuddy
Research Director @ EMA
@shamusEMA
Archana Kesavan
Director of Product Marketing
@archana_k7
2

3. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING @ThousandEyes
About ThousandEyes
Network Intelligence solution
that helps you understand
performance from every user
to every application over any
network
Routing
User App
End-to-End Performance Data
User
Experience
App
Performance
Routing
Topology
Network
Topology
Enterprise, Endpoint and Cloud Agents
Network
Connectivity
Device
Performance
18/20
top SaaS
companies
5/6
top US banks
50+
Fortune 500
companies
8/10
top global
software
companies
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4. Cloud Migration:
From an Operations Lens

5. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING @ThousandEyes
It Used to Be that You Controlled Everything
On-premises, IT-controlled monolithic, device-centric…
Branch Office
Branch Office
Branch Office
Branch Office
Data
Center
CRM
ERP
Flow
PCAP
SNMP
Productivity
5

6. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING @ThousandEyes
To Networks and Services You Don’t Control
Cloud-based, Internet-dependent, distributed, app & service-centric
CRM
ERP
PCAP
SNMP
Productivity
Flow
Branch Office
Branch Office
Branch Office
Branch Office
Data
Center
CRM
ERP
Flow
PCAP
SNMP
Productivity
Customer
DNS Provider
User
SaaS
IaaS
CDN
CDN
DNS
DNS Provider
Security Provider
Remote Worker/Device
IoT Device
API
IaaS
Branch Office
Branch Office
Branch Office
Branch Office
Data
Center
Office 365
Salesforce
SAP Cloud
6

7. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING @ThousandEyes
Operations Processes Change in the Cloud
IT Assets You Don’t Control
Evidence Escalate??
IT Assets You Control
Find Fix
7

8. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING @ThousandEyes
Reality Check: How Difficult is to Evidence & Escalate?
2%
8%
20%
21%
31%
12%
7%
0%
5%
10%
15%
20%
25%
30%
35%
Extremely difficultDifficultSomewhat difficultNeither difficult
nor easy
(incomplete
picture)
Somewhat easyEasyExtremely easy
30% express very
high difficulty to find
evidence & escalate
21% lack a
complete picture
of the problem
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9. While the cloud enables agility,
you are trading away control and visibility

10. Cloud Monitoring Challenges

11. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING @ThousandEyes
Challenges to Network Management
and Monitoring in the Public Cloud
• Tool growth
• Tool failure
• Ineffective cloud-native tools
• Internet connectivity is hard
to monitor
• Assembling the big picture
isn’t easy

12. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING @ThousandEyes
Tool Growth:
The Folly of “Don’t Worry, Buy Another Tool”
Everyone is adding tools for
the cloud
• 32% report significant tool
growth
• 52% report slight tool growth
12
22%
22%
25%
26%
40%
Visibility gaps between tools
Broken processes
Skills gaps
Cost
Security risk
Top challenges of cloud-driven
tool expansion

13. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING @ThousandEyes
Tool Failure:
At Least One Tool Will Let You Down
Three-quarters of network
managers had an incumbent
tool fail in the cloud
• 39% had to find another
solution
• 35% customized the tool
13
Common reasons for tool failure
• Complexity (44%)
• Poor cloud execution (35%)

14. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING @ThousandEyes
Ineffective Cloud-Native Tools:
CloudWatch is Not for NetOps
• 99% of network teams use
cloud-native monitoring tools
• Only 55% consider them
particularly helpful to network
operations
• Useful for tracking network
costs, not for performance
management
14
“I don’t find [AWS CloudWatch]
useful. It requires a lot more fine-
tuning and extrapolation to make it
useful for [NetOps].”
Senior network architect, global media company
“Native tools that come from Azure
are not ready for prime-time. We
can get the data we need, but you
have to build the tools yourself.
That’s no fun.”
Network architect, large North American retailer

15. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING @ThousandEyes
92% of NetOps Teams See Challenges with
Native Cloud Monitoring Services
15
28%
24%
24%
23%
18%
18%
16%
14%
8%
Resiliency - monitoring service goes down when cloud
provider goes down
No end-to-end view across provider's regions/availability
zones
Internal network monitoring tools cannot effectively
collect/integrate data from these services
Lack of industry standards for data/metrics
Relevance - metrics do not offer enough networking-
related insights
Business value - too expensive for the visibility it provides
No end-to-end view across multiple cloud providers
Granularity - monitoring intervals are too long
None - we perceive no weaknesses

16. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING @ThousandEyes
Internet Connectivity is Hard to Monitor
Cloud-related connectivity that NetOps
struggles to monitor and manage
• IaaS VPCs to SaaS services (33%)
• Customer-facing, cloud-based apps to
internet-based users (23%)
• SaaS to user/branch office (22%)
16

17. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING @ThousandEyes
Internet Data Essential to Performance Management
• 95% of NetOps teams assess cloud
QoE with internet metrics
• Most popular metrics
1. End-to-end loss, latency, jitter across
internet paths (52%)
2. DNS availability and resolution time
(52%)
3. Internet and ISP outage reports (48%)
4. BGP routing changes (41%)
5. Hop-by-hop loss, latency, jitter across
internet paths (32%)
6. CDN edge availability and response
times (31%)
17

18. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING @ThousandEyes
The Big Picture Problem
How do all the pieces fit together?
18
“We struggle to see [cloud networking]
from a holistic approach. I can see things
individually, but there’s not a single-pane
tool that shows me that things are really
working well across the cloud.”
Senior network architect with global media company

19. Best Practices for a Cloud-Centric ITOps Team

20. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING @ThousandEyes
Best Practices for A Cloud-Centric ITOps Team
20
1Update your cloud
monitoring stack 2
Establish a common
monitoring platform
across teams
4Integrate and
automate 3 Revamp your
operations process

21. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING @ThousandEyes
Pre-Cloud Monitoring Stack
21
Monitoring Category IT Management Domain
Presentation Layer All
IT Service Management All
APM Internally Developed Apps & Services
IT Infrastructure Mgmt (SNMP)
Internal Data Center
&
WAN infrastructure
Network Perf Mgmt & Diagnostics (Flow/PCAP)
Network Capacity Mgmt (Flow)
Log Mgmt All

22. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING @ThousandEyes
Cloud-Sized Hole In Your Pre-Cloud Stack
22
Monitoring Category IT Management Domain
Presentation Layer All
IT Service Management All
APM Internally Developed Apps & Services
IT Infrastructure Mgmt (SNMP)
Internal Data Center
&
WAN infrastructure
Network Perf Mgmt & Diagnostics (Flow/PCAP)
Network Capacity Mgmt (Flow)
Log Mgmt All
Internal Data Center & WAN infrastructure
Cloud-Specific Mgmt (CloudWatch)
Cloud Infrastructure
Missing Visibility
Digital Experience
ISP, DNS, CDN, DDoS. CASB providers
SaaS providers
SD-WAN Internet transport
Internet Routing
IT Infrastructure Mgmt (SNMP)
Network Perf Mgmt & Diagnostics (Flow/PCAP)
Network Capacity Mgmt (Flow)

23. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING @ThousandEyes
Risks of Not Evolving Your Stack
23
DDoS Attack Hijack & Leaks DNS Outage ISP Outage IaaS Outage

24. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING @ThousandEyes
Update Your Cloud Monitoring Stack
24
Monitoring Category IT Management Domain
Presentation Layer All
IT Service Management All
APM Internally Developed Apps & Services
Log Mgmt All
Internal Data Center & WAN infrastructure
Cloud-Specific Mgmt (CloudWatch)
Cloud Infrastructure
IT Infrastructure Mgmt (SNMP)
Network Perf Mgmt & Diagnostics (Flow/PCAP)
Network Capacity Mgmt (Flow)
Digital Experience
ISP, DNS, CDN, DDoS. CASB providers
SaaS providers
SD-WAN Internet transport
Internet Routing

25. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING @ThousandEyes
Understand Experience for Any User and App
25
Lightweight software-based agents
easily installed on your own network,
in data centers, branch offices & VPCs.
Enterprise Agent Endpoint Agent
Browser-based plugins
installed on end-user
laptops and desktops.
End User ExperienceInternal Vantage Points
Cloud Agent
Globally distributed agents installed
and managed by ThousandEyes in
175+ POPs around the world.
External Vantage Points

26. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING @ThousandEyes
Turning Data into Actionable Intelligence
26
Capabilities
Real-time
Visualizations
Timeline, Path Viz,
Route Viz
Trending and
Aggregation
Reports
Dashboards
Anomaly
Detection
Alerts, Notifications
Eco-System
Integration
Native REST API,
Integrations
Algorithmic
Layer
Global Inference Engine
Cross-Correlation and Collective Intelligence
Data Sources
Application
Layer Tests
HTTP server, Page Load,
Transaction,
FTP server, DNS,
RTP, SIP
End User
Experience
Endpoint Agent Tests
BGP
Routing
Global BGP RIB Feeds
Network
Layer Tests
L3 Paths with
hop-by-hop metrics
Device
Layer
LLDP and SNMP
Solutions Digital Experience Cloud AdoptionModern WAN

27. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING @ThousandEyes
Best Practices for A Cloud-Centric ITOps Team
27
1Update your cloud
monitoring stack 2
Establish a common
monitoring platform
across teams
4Integrate and
automate 3
Revamp your
operations process –
gather evidence &
escalate with
confidence

28. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING @ThousandEyes
Create Shared Dashboard and Snapshots
Your Network Your ISP Cloud Providers
SnapshotsDashboards / ReportsAlerts

29. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING @ThousandEyes
Automation and Integration
• Open, native REST APIs
• Full automation of configuration,
operation and data consumption
• Integrations with popular
configuration automation tools,
ITSM and data platforms
• ThousandEyes Github
• developer.thousandeyes.com

30. Demo: AWS Route 53 Outage
https://pzdozssi.share.thousandeyes.com/
Follow along with the share link below

31. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING @ThousandEyes
• April 24th, 2018: Crypto wallet app
(MyEtherWallet) compromised
• Combo Attack: BGP route hijack
targets DNS service
• Wrong prefixes propagated through a
handful of ISPs
• Services affected for ~2 hours
Route 53 Outage Affects Popular
Services

32. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING @ThousandEyes
DNS Servers Become Unavailable
Availability map indicates
problem areas
DNS Servers unavailable for
~ 2 hours

33. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING @ThousandEyes
DNS Traffic Blackholed at an Unknown ISP

34. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING @ThousandEyes
BGP Prefixes Hijacked and Propagated
• Unknown ISP
announces a
more specific
BGP prefix
• Two ISPs
propagate the
prefix

35. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING @ThousandEyes
Cloud/SaaS Adoption Lifecycle Best Practices
35
Baseline
performance from
user locations to
instance (latency,
page load)
Ensure all sites can
optimally connect to
Cloud/SaaS edge
Remediate providers
Test to
Cloud/SaaS
instance from
user locations
(remote users,
office locations)
Define success
criteria, alerts for
each location
Develop and train
on escalation
procedures
Proactively monitor
network & application
layers
Deploy endpoint
agents for remote
workforce
Set up self-service
dashboards for
internal users
Continuously
monitor and
optimize
Cloud
Lifecycle
Readiness
Deployment
Operations

36. IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING @ThousandEyes
Resources
• Read the complete EMA report
https://www.thousandeyes.com/resour
ces/ema-it-operational-challenges-
multi-cloud
• Want to read up more on those
outages we discussed? Sign up and
stay tuned
www.blog.thousandeyes.com
• Benchmark Your Cloud Performance
with a ThousandEyes Trial
www.thousandeyes.com/contact
36