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Bright talk if they cant use it, it doesnt work - final
1. User Experience and the
Cloud: If the Users Can’t Use
It Then It Doesn’t Work!
http://www.evolveimages.com/media/b65376d8-3b6a-11e1-a064-8546d2b4117d-aerial-view-of-complex-highway-interchange!
2. !
Andrew White!
User Experience Fanatic!
!
Andrew has fifteen years of experience designing and managing the
deployment of systems monitoring and Event Management
software. Andrew has held various roles including leading the
monitoring organization of a Fortune 100 company and developing
solutions as a consultant for a wide variety of organizations,
including the Mexican Secretaría de Hacienda y Crédito Público,
Telmex, Wal-Mart of Mexico, JP Morgan Chase, Nationwide
Insurance and the US Navy Facilities and Engineering Command.!
4. GROUND RULES FOR THIS SESSION…!
1. If you can’t tell if I am trying to be funny…!
!GO AHEAD AND LAUGH!!
2. Feel free to text, tweet, yammer, or whatever.
People gotta hear this! Use !
3. If you have a question, no need to wait until the
end. Just interrupt me. Seriously… I don’t mind.!
Follow Us: #ITSMSummit!
5. My name is Andrew White!
I have a lot of experience leading !
Systems and Event Management teams !
6. I am here today to share some of what I have learned about!
Latency!
10. LAŸTENŸCY – [LEYT-N-SEE]!
-noun, plural -cies!
1. The state of being latent!
2. The time that elapses between a stimulus
and the response to it!
3. The state of being not yet evident or active!
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12. EXŸPEŸRIŸENCE – [IK-SPEER-EE-UH’NS]!
-noun!
1. The apprehension of an object, thought,
or emotion through the senses or mind!
2. Direct personal participation or
observation; actual knowledge or contact!
3. A particular incident, feeling, etc., that a
person has undergone!
-verb!
4. To be emotionally or aesthetically moved
by; to feel!
5. To learn by perceiving, understanding, or
remembering!
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14. When you put them together we get:!
!
The ultimate measure of success for any system is
the perception of its performance. The less
interactive a system becomes the more likely its
performance will be perceived to be poor.!
Latency is the mother of inactivity!!
Follow Us: #ITSMSummit!
15. THE TWO DIMENSIONS OF LATENCY…!
Internal Latency vs. External Latency!
Actual Latency vs. Perceived Latency!
This is what user experience is all about!
!
In other words: Perceived = Fn(Internal+External)Variation )!
Follow Us: #ITSMSummit!
16. 58% of mobile phone users expect websites
to load as quickly, almost as quickly or faster
on their mobile phone, compared to the
computer they use at home*!
http://www.flickr.com/photos/lucianbickerton/3858380291/sizes/l/!
*Among adults who accessed the internet with a mobile phone in the past 12 months (n=1,001) – Gomez Mobile Web Experience Survey conducted by Equation Research!
17. 60% of mobile web users have had a problem in the
past year when accessing a website on their phone*!
http://www.flickr.com/photos/rickyromero/1357938629/sizes/l/!
*Among adults who accessed the internet with a mobile phone in the past 12 months (n=1,001) – Gomez Mobile Web Experience Survey conducted by Equation Research!
18. Slow load time was the number on issue,
experience by almost 75% of them*!
http://bighugelabs.com/onblack.php?id=2497744197&size=large!
*Among adults who accessed the internet with a mobile phone in the past 12 months (n=602) – Gomez Mobile Web Experience Survey conducted by Equation Research!
37. How does IT preserve the brand
value it creates?!
• 100% Uptime*!
• Scalability*!
• Performance*!
• Agility*!
• Good UX*!
!
*To the best of our ability!
43. OUR PROBLEM STATEMENT:!
The business needs to reliably reach its customers
and users regardless of where they may be located.
Latency forces close geographic proximity of the
components and limits the quality of service provided
to geographically distributed customers.!
!
If the users can’t use it, it doesn’t work.!
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44. OUR CONSTRAINTS!
At the same time, there are a few inescapable facts
we face:!
1. Today’s users demand a reasonably well
performing system to do their work!
2. Our systems mirror the complexity of the
businesses they support!
3. Business continuity requires diversity in our
deployments!
4. The speed of light isn’t changing any time soon!
Follow Us: #ITSMSummit!
45. When all of these happen at the same time…!
Ug…!
47. We need to be giving more of this!
http://www.wealthforteens.com/wp-content/uploads/2011/07/happiness_boy.jpg!
48. BEING USER FOCUSED…!
In addition to monitoring for system availability, we
are here to help manage latency.!
The Formula…!
1. Continually map, monitor, and categorize all
sources of latency!
2. Help identify and remove all sources that are
found!
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52. ANATOMY OF AN OUTAGE!
IM01109089: P0 - Affecting Multiple apps & Internet Sales West!
6:00-ish pm: MQ flows start 5:45-ish pm: CICS ABENDS
are interrupted and are start flooding MainView but not
alerting in Flow Diagnostics! high enough to ticket!
!2! !1!
! !
Database!
WAS!
Load Balancer!
zOS!
CICS!
Firewall! DB2!
Corporate!
LANs & VPNs! Message! zOS!
Web! WAS!
Queue! MQ!
Servers!
Database!
!
!
!
3!
!
!
! 6:54pm: Support teams
!
! !
! 10:29pm: Support teams
investigate the interrupted investigate MQ and ultimately
flows and determine it is a 4!
!
! 5!
!
! and rule it out and ultimately
6:04pm: Synthetic transactions fail at “back-end” problem! decide to reset CICS to resolve
and 6:14 the Ops Center confirms the the issue!
issue Follow Us: #ITSMSummit!
and creates a P0 Incident!
53. HOW DID WE GET HERE?!
“How did you go bankrupt?"
“Two ways. Gradually, then suddenly.”
-Ernest Hemmingway, The Sun Also Rises!
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62. COGNITIVE DISSONANCE!
All
our
systems
look
great,
SLA’s
are
being
met…
Multimedia &!
CDN Content!
Banner Ads & ! Site Tracking!
Mainframe! Revenue Generators! & Analytics!
Social Network! Content Mgmt!
…meanwhile
Widgets! System! the
user
is
Distributed! Mobile Broadband!
NOT
happy
ISP!
Connection!
Database!
Home Wireless!
& Broadband!
Network!
DNS & Internet!
Middleware! Services! Corporate!
LANs & VPNs!
You Have More
Storage! Control Here
Than You Think!
The Part You Control!
The Part They Experience!
Follow Us: #ITSMSummit!
63. SOMETIMES WE MISS WHAT IS GOING ON!
Say… what’s a
mountain goat doing all
the way up here in a
cloud bank?!
Follow Us: #ITSMSummit!
64. Failure comes when you don’t listen. You
can’t put something out there and assume
it’s great. It’s up to us to make sure we’re
listening to improve our chances for success
—if not this time, next time !
-Alan Lewis, eBay Technical Evangelist!
69. Monitoring Happens Here!
This is no longer the way we
should think about monitoring!
http://info.streamdatacenters.com/Portals/165393/Gallery/Album/6624/Richardson%20Aerial-01.png!
72. COGNITIVE DISSONANCE!
All
our
systems
look
great,
SLA’s
are
being
met…
Multimedia &!
CDN Content!
Banner Ads & ! Site Tracking!
Mainframe! Revenue Generators! & Analytics!
Social Network! Content Mgmt!
…meanwhile
Widgets! System! the
user
is
Distributed! Mobile Broadband!
NOT
happy
ISP!
Connection!
Database!
The Cloud!
Home Wireless!
& Broadband!
Network!
DNS & Internet!
Middleware! Services! Corporate!
LANs & VPNs!
You Have More
Storage! Control Here
Than You Think!
The Part You Control!
The Part They Experience!
Follow Us: #ITSMSummit!
74. SOME THINGS NEVER CHANGE!
Is It a Service Provider Problem?!
• Non-optimized mobile content!
• Bad performance under load!
• Blocking content delivery!
• Incorrect geo-targeted content!
Multimedia &!
CDN Content!
Banner Ads & ! Site Tracking!
Revenue Generators! & Analytics!
Social Network! Content Mgmt!
Widgets! System!
Mobile Broadband!
ISP!
Connection!
The Cloud!
Home Wireless!
Is it an ISP Problem?! & Broadband!
• Peering problems!
• ISP Outages! Is it My Code or a Browser Problem?!
DNS & Internet! • Missing content!
Services! Corporate! • Poorly performing JavaScript!
LANs & VPNs!
• Inconsistent CSS rendering!
• Browser/device incompatibility!
• Page size too big!
• Conflicting HTML tag support!
Is It My Cloud Provider?! • Too many objects!
• Configuration errors! • Content not optimized for device!
• Application design issues!
• Code defects!
• Insufficient infrastructure!
• Oversubscription Issues!
• Poor routing optimization!
• Low cache hit#ITSMSummit!
Follow Us: rate!
75. We aren’t going back to square one!
We are going to borrow some old
tactics but apply them in a new way!
76. That is great but we need more…!
Follow Us: #ITSMSummit!
77. WHAT DO YOU WANT TO ACCOMPLISH?!
Your monitoring should help you answer:!
• How will we know if the users are getting the experience they
are expecting?!
• How much capacity do we need during normal and peak times
to ensure user expectations are met?!
• How quickly can the provider we select ramp up to meet our
needs if we find that the service is underperforming?!
• How fast do we need to be able to access additional capacity
once it is ready for us?!
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78. THE CRITICAL PATH OF PERFORMANCE!
Client
Node
Worksta?on
Worksta?on
Corporate
Datacenter
Browser
OS
Hardware
Client
LAN
WAN
LAN
Etc.
Middleware
Middleware
Web
Server
Web
Server
Datacenter
Server
Middleware
Middleware
Web
Server
OS
Hardware
LAN
Server
OS
Applica?on
Etc.
Hardware
Database
Database
SAN
Database
Database
Server
Fabric
Array
Array
Hardware
Disk
Server
Server
OS
Hardware
Controller
Cache
Drives
Etc.
HBA
Switch
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79.
80. COMPOSITE APPLICATIONS!
Multimedia &!
CDN Content!
Banner Ads & ! Site Tracking!
Revenue Generators! & Analytics!
User Login!
& Identity Mgmt!
Social Network! Content Mgmt!
Widgets! System!
Session! Site Content!
Information! Search!
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81. COMPOSITE APPLICATIONS ARE EVERYWHERE!
• ATG (Oracle) – Shopping Cart!
• Estara – Click to Chat!
• Twitter Widget – Social Networking!
• Gigya – Social Networking!
• Google Maps API – GeoLocation!
• Facebook Widget – Social Networking!
• Google Analyics – User Tracking!
Follow Us: #ITSMSummit!
82. People don’t want to buy quarter-inch-drill-bits…!
They want to buy quarter-inch-holes.!
-Ted Levitt, Marketing Professor, Harvard University!
hJp://www.sgstool.com/images-‐dev/_products/drill_group.png
83. GAINING PERSPECTIVE REQUIRES BALANCE!
Four Perspectives of User Experience!
1. Client to the Server!
2. Server to the Client!
3. “3rd Party” Vantage Point!
4. Synthetic Transactions!
Client Monitoring!
Server Probe!
Client Monitoring!
Packet Capture!
Synthetic Transactions! Synthetic Transactions!
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84. WHY MULTIPLE PERSPECTIVES?!
Know Your Customer:!
§ What they do? !
§ Customers care about completing tasks
NOT whether the homepage is available!
§ Where they do it from?!
§ Your customers don’t live in the cloud, test from their
perspective!
§ When they do it?!
§ Test at peak and normal traffic levels, to find all the
problems!
§ What expectations do customers have?!
§ Is 5 seconds fast enough or does it have to be quicker?!
Follow Us: #ITSMSummit!
85. SEEING IS BELIEVING!
Real User Monitoring
Would Report 94ms!
Response Time. !
The page seemed
“done” to me !
1.2 seconds later!
The time spent rendering
represented 93% of the
user experienced latency!
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86. HOW PERCEPTION IS INFLUENCED!
Load
Time
Perceived
Render
25
20
15
Seconds
10
5
0
Follow Us: #ITSMSummit! Source:
Gomez
Real-‐User
Monitoring
87. PERFORMANCE TESTING CLOUD CAPABILITIES!
Gomez recommends the following test criteria…!
Capacity!
§ Test vendors to 15-20% past estimated capacity goals!
Elasticity!
§ Baseline end-user performance before & after testing!
§ Test during pre-deployment and in production!
§ Ramp elasticity testing to peak levels!
Burstability!
§ Isolate the cloud elements from other
infrastructure to test!
§ Test the “failover process”!
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88. DON’T CONFUSE BANDWIDTH AND SPEED!
737-‐900ER
747-‐400ER
Maximum
Number
of
Passengers
215
524
Maximum
Crusing
Speed
(mph)
511
570
A
737
and
a
747
both
travel
around
500
mph
but
the
747
carries
twice
as
many
people.
Would
you
say
it
is
twice
as
fast?
Follow Us: #ITSMSummit!
89. NOT ALL CLOUDS PERFORM EQUALLY!
Average Response Time of Reference Application, as measured from US backbone locations!
Follow Us: #ITSMSummit! Source:
Gomez
Real-‐User
Monitoring
91. BEST PRACTICES FOR QUALITY EXPERIENCES!
1. Everyone is responsible for UX!
2. Don’t worry about the infrastructure unless it is in
the critical path!
3. You can control a lot more outside the firewall
than you think!
4. Monitor the user experience from multiple
perspectives and multiple geographies!
5. Test like you monitor!
6. Monitor at a frequency to ensure you can resolve
issues before end-users are impacted!
7. Establish a baseline for historical analysis and
benchmark yourself against the competition!
! Follow Us: #ITSMSummit!
93. PLAYING TO OUR STRENGTHS!
The IT Culture is driven to technology for solutions. Leverage
your monitoring and testing tools to help practice failure
scenarios. Work on tracking potential points of failure by
creating monitoring and report the rate of occurrence to the
developers at the start of each new iteration.!
Follow Us: #ITSMSummit!
94. OH… REMEMBER THE OPS USE CASE!
• Security!
• Backups!
• High Availability!
• Upgradability!
• Deployment Process!
• Scaling and Elasticity!
• Anticipated Performance Under Load!
• Known Defects!
Follow Us: #ITSMSummit!