Raising the Bar on End User Monitoring
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Presented by Jonathan Zarkower and Brian Tobia
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Raising the Bar on End User Monitoring
- 1. 1 @ThousandEyes Raising the Bar on End User Monitoring Jonathan Zarkower, Senior Product Marketing Manager Brian Tobia, Technical Marketing Engineer
- 2. 2 @ThousandEyes Featured Speakers Jonathan Zarkower Senior Product Marketing Manager Brian Tobia Technical Marketing Engineer
- 3. 3 @ThousandEyes Before We Begin... • If you have any questions, please type them in the Questions window. • If you have any audio problems, please chat us for help. • A recording of this presentation will be sent to you in a few days. • Tweet us @thousandeyes 3 @ThousandEyes
- 4. 4 @ThousandEyes The Way We Were… Branch Office Branch Office Branch Office Branch Office Siebel HRMS Flow PCAP SNMP Exchange Data Center IT managed digital experience by controlling networks and applications
- 5. Cloud is the new datacenter SaaS is the new app stack Home is the new office SaaS Internet is the new network
- 6. 6 @ThousandEyes Digital experience is more important than ever …but we have less control than ever before
- 7. 7 @ThousandEyes How Did We Get Here? • Modern apps – API- driven, sophisticated, distributed • 'One size fits’ visibility increases noise • Collaboration apps now the de facto means of business communication • Connectivity is the new currency of digital experience (collab) App Ascendent More Complexity • So many unique digital environments to manage • Globalization, cloud services, distributed workforces More Complexity Massive Scope Hybrid Environments
- 8. 8 @ThousandEyes Troubleshooting Collaboration Apps is a Time Drain Real-time collaboration has increased by 25% in the last three years. Majority of IT workers spend more than 10 hours each week on average troubleshooting issues with these applications. More than 10 hours Up to 10 hours Unsure None 66% 19% 12% 3% How many hours per week do you spend troubleshooting unified communications issues? Source: 2021 Survey by Viavi Solutions
- 9. 9 @ThousandEyes Third Parties Only Add Complexity for IT Support Teams IT Help Desk NOC Network Engineering SaaS Provider “War Room” Employees unable to access SaaS CRM All devices up and showing green No issues. Open ticket with ISP Everything’s fine! Multiple teams Now what? …many tickets close as unsolved mysteries
- 10. 10 @ThousandEyes E2E Visibility into Digital Experience is a Challenge… Network gateway SSO Remote access SECURITY AS A SERVICE Public cloud/ SaaS SD-WAN mesh Network Services Internet Private apps/nets Co-location nets Gateway Remote workers Network edge tunnel SD-WAN VISIBILITY Is it the SECaaS? Is it the ISP? Is it the SaaS app? Is it the WiFi? Is the home network? Is it the transit ISP? Is it the LAN? Secure web gateway Cloud access security broker (CASB) Adaptive MFA DNS security Device posture and health Behavior analytics Clientless remote access CDN …but Necessary Is it the Application? Is it the VPN Gateway?
- 11. 11 @ThousandEyes ThousandEyes End User Monitoring Unique Visibility and Insights Into the Digital Supply Chain • Focused on digital experience, not endpoint metrics and management. • Rapidly isolate issues - any user, any app, any network, any location • Goals/Use Cases o Flawless UX for a global workforce o Successful digital transformation initiatives o Reduced MTTI/MTTR
- 12. 12 @ThousandEyes Users want problems solved now, not after the fact Hybrid Work Has Driven the Need for Innovation Help desk and troubleshooting workflows need a refresh SaaS collaboration apps – dynamic, Internet-dependent
- 13. 13 @ThousandEyes Automated Session Testing Instant insight into dynamic dependencies for each collaboration app session for rapid, precise pinpointing of issues. Agent View All-in-one insight into health of user experience–across device, app, and network–simplifying problem isolation for frontline IT. Designed for today’s hybrid workforce reality, enabling faster resolution of issues impacting collaboration application experiences. New End User Monitoring Innovations
- 14. 14 @ThousandEyes Automated Session Testing • Auto-discovery of dynamic endpoints for every collab app session • Scalable, correlated insight into every dependency for rapid, precise problem isolation and resolution Edge Nodes Endpoints
- 16. 16 @ThousandEyes Agent View—Simplified, Accelerated Troubleshooting Correlated view of network and application performance metrics Common timeline
- 18. 18 Why Our Customers Choose ThousandEyes Simple, concise and actionable view of the digital reality including unique insights into both the Internet and “last mile.” Provider centric approach to managing user experiences within the digital ecosystem Elimination of the “accountability gap” ○ Evidence – Narrow down issues to the relevant domain ○ Escalation – Sharing of data driven insights with whichever team or teams who can remediate (internal or external)
- 19. 19 @ThousandEyes Unified Platform Real-time Visualizations Timeline, Path Viz, Route Viz Trending and Aggregation Reports Dashboards Anomaly Detection Alerts, Notifications Ecosystem Integration Native REST API, Integrations Comprehensive Data App Layer HTTP server, Page Load, Transaction, DNS, RTP, SIP End User Real User Monitoring, System & Wireless metrics BGP Routing Global BGP RIB Feeds Network Layer L3 Paths with hop-by-hop metrics Device Layer LLDP and SNMP Vantage Points One Platform for End User Monitoring Local Device Performance Last-mile Performance Application Performance Global Internet Visibility Collective Intelligence End User Measure last mile of user experience Cloud Globally distributed points of presence where it matters Enterprise Visibility for the complete private + public delivery path
- 20. Q&A
Hinweis der Redaktion
- The Way We Were – 1973 movie starring Barbra Streisand and Robert Redford; also a hit song! ;-) But it also describes the days when you controlled pretty much everything. Your applications lived in your own data center Your users all sat in your offices You used a costly carrier MPLS service to connect offices to your data center and you had an SLA Traditional IT and network tools collected data from all the servers and network equipment that you owned and controlled and did not correlate to experience But then came digital transformation initiatives and cloud migration, which went hand in hand. These preceded the pandemic. But it was the pandemic that really accelerated the momentum to where we are today.
- And this is the way we are… But regardless of how we got here ---- we got here. And so, this is the new reality as we move forward.
- In the end, however, it’s really about your end-user’s experiences. Let’s talk about the problem we're here to solve. For IT and help desk teams, more time is spent detecting problems and then gathering the right teams to help diagnose and isolate, than they do in fixing them. So, the first goal must be to reduce the time spent reactively addressing issues Over the past decade people have invested to bring their businesses online, to upgrade their infrastructure to use the latest technology and gain an edge, to modernize the way their employees work. An effective digital experience requires not only a focus on the content – your apps, your employees, your infrastructure, but a way to see the digital experience through the eyes of your customers, your digital supply chain, your workers so you can address issues that will surely arise. This is a universal problem. But it's profoundly different today because so much changed over the past couple of years.
- Enterprises now find themselves dealing with “Internet-sized” challenges. Users can be located almost anywhere - at home, in an office, even connected to airplane wi-fi! Services can be unreliable. Application or network outages are commonplace, sometimes averaging more than 50 per day! Service providers are often slow to respond. All of this drives up mean time to identify (MTTI) and mean time to resolve (MTTR). It’s difficult to know how to address all these issues, much less choose a vendor to partner with on a solution!
- It’s always taken too long when there’s an issue or outage, but what does it look like with today’s added 3rd party complexity? Take the example of Internal IT, what happens when something goes wrong? 1. Service Desk - Performance is slow accessing Salesforce (or generic SaaS provider) from several offices (opt: and/or remote employees; esp once we have endpoint agent) 2. NOC - Everything is green; no network alerts, open ticket with SaaS provider 3. SaaS Provider - They see no issues; other customers not reporting problems 4. ISP - Everything looks fine on their side 5. Service desk - Performance issues continue... now What? Notoriously difficult getting anything from the service provider Traditional tools tell you there is a problem but not where the problem is Situation is familiar – but what’s new is that now there is 3rd party complexity … A related challenge is producing data-driven analysis that eliminates finger-pointing and speculation.
- 65%of people have had their video calls cut, freeze, or disconnect OVER A THIRD OF WORKERS report weak internet has prevented them from completing their work 83% of people said, without internet, they would be productive for less than half of the day And IT organizations are dealing with massive blind spots We call this the digital supply chain, and, because so many of the elements, functions and resources are located outside the traditional span of control, without the proper tools, understanding where issues occur, or why applications become unresponsive can be practically impossible.
- It’s not about the infrastructure, it’s about the experience and connectivity is the currency of digital experience Several techniques to collect insight into end-to-end “chain” of digital experience - browser-based plugin, auto-discovery of network, and scheduled testing — enabled automated insight into web apps, but not local apps (e.g., when I fire up Zoom or Webex) — could still monitor those apps using scheduled testing, but there are limitations in precision
- First – hybrid work relies on collaboration apps that are offered “as a Service.” These apps are entirely dependent on the Internet. Second – End-users want their problems solved now. This requires a proactive approach rather than “lagging indicators such as user surveys, which focus on post-event sentiment and don’t typically identify issues at the domain level. Third – Help desk methods that were effective prior to the pandemic are no longer effective in the new age of hybrid work.
- The largest challenge in monitoring interactive collaboration applications is their incredibly dynamic nature. That’s because Edge networks create moving targets for monitoring services like Webex. What AST does is by automatically discovering endpoints for each collab app session, it can monitor end-to-end network path metrics for desktop apps. With this capability you’lll never have to configure an IP or hostname for a supported desktop app ever again. When you can spend less time configuring IP addresses or hostnames, and less time trying to isolate where problems reside, the result is: Lower MTTI/MTTR More efficient use of IT resources Higher productivity Better customer experience
- Agent view can best be described as a single pane of glass view into each end-user’s digital experience. The most powerful aspect of this is its ability to correlate metrics into a more comprehensive picture of what’s going on with the user’s network and the various applications that are in use at a given time. Troubleshooting issues with user experience can be impacted by many different dependencies. IT frontline workers may be challenged to quickly identify a problem domain.
- Challenges: Employee digital experience experience is increasingly being dictated by SaaS consumption in digital environments, where traditional monitoring tools do not provide visibility. • Benefits: With ThousandEyes customers can baseline app performance and also identify cause of issues and remediate to the relevant external vendor or internal IT team. Customers can take proactive control of their internet connectivity, ensuring a consistent high quality user experience for end users. • Differentiation: we offer the most comprehensive view of internet performance. We give you more layers. Nobody else monitors five layers in one correlated view: • App experience • End - to - end network metrics • Network paths and device metrics • Internet outages • Internet routing
- The way we gain this data and intelligence is simple, and that’s by end-to-end coverage. We have the tools to pull crucial real-user experience data and metrics directly from the user’s device, we then have vantage points both in Enterprise networks and in the Cloud, which informs us how well ISPs and the internet backbone is performing, and finally being able to understand the performance of the application through both real-user-monitoring, as well as our transactional and synthetic tests against the application After collecting the metrics and data points, we analyse the data through our algorithms and global inference platform to identify potential user experience issues. To further compliment this data, we fold in our collective intelligence, which adds additional colour especially in internet-outage situations. Once the data analysed, we process the data through our cross correlation algorithms, which have two key actions Firstly, turning the data into intuiative visuals, such as our path visualisations, and our easily shareable reports and dashboards. Secondly, allowing our customers to create automatic remediations through actionable alerts made available within our dashboard and native REST APIs Ultimately our customers take advantage of these capabilities to address three major use cases areas—improving digital experience, WAN modernization and cloud adoption. How do we deliver this visibility? Breadth and depth of data sources from app to network to network devices to Internet routing layers Add in real user experience data Big data-powered global inference engine learns and improves our data model accuracy over time. We fold in collective intelligence like Internet outages Cross correlation algorithms turn all this data into intuitive visuals such as our path visualizations and easily shareable reports and dashboards. We automate via alerts and notifications, plus bi-directional integration through our native REST APIs. Ultimately our customers take advantage of these capabilities to address three major use cases areas—improving digital experience, WAN modernization and cloud adoption.