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EMA - Measuring the User Experience in the Cloud
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EMA - Measuring the User Experience in the Cloud


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Cloud computing brings with it many benefits, especially lower IT costs and increased flexibility. However, the dynamic, hybrid nature of Cloud environments require enterprises to re-think their …

Cloud computing brings with it many benefits, especially lower IT costs and increased flexibility. However, the dynamic, hybrid nature of Cloud environments require enterprises to re-think their existing IT management processes and tools. Applications that perform poorly and fail to meet service levels — whether on premise or in the Cloud — can cause users to churn and revenues to drop.

Join EMA Research Director Julie Craig and Correlsense CEO Oren Elias for this Webinar that will highlight ways to measure how end users experience your business applications, as well as identify which approaches are likely candidates for a long-term strategy.

Attendees will learn:

How end-user response times are impacted by components and new changes that are introduced in the IT environment
The 3 tips for managing Cloud-based applications
The "secret sauce" for reliable end user monitoring, based on customer case studies that will be presented

Published in: Technology, Business

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  • Cover Agenda
  • Cloud computing is today’s “hot topic” and Cloud adoption is being driven by a variety of factors. Cover data on slide.
  • The term Cloud is not well defined, and means different things to different people. public or privateone of the few areas of agreement is that Public cloud encompasses three basic types of service offerings: SaaS, IaaS, PaaS.Characteristics of each
  • In fact, while the Cloud can deliver benefits, it also introduces significant management challenges.
  • One challenge is to be able to quantify whether public cloud adoption is actually achieving objectives. Measuring service quality is unrealistic for many companies, based on the fact that they are still struggling to manage service quality for on-premise applications. Cloud introduces additional complications
  • toolsets that are most often used to monitor and manage on-premise IT environments.Infrastructure performance and availability is the number one capability cited. This goes away with public cloud, particularly IaaShowever, IT still gets the call when performance degradesAsk the question: will your tools tell you where the problem is? Is it with the service provider– or with YOUR network? Cloud adoption requires a re-assessment of monitoring processes and tools
  • One of the most effective ways to monitor performance of cloud-delivered services is by watching the endpoint. Yet EUE solutions are at the low end of the spectrum in terms of actual product investments. The bottom four technologies shown here are, in general, those most relevant to managing applications and business services, and to monitoring cloud and hybrid applications.
  • Description of EUE product types and their benefits
  • EUE AKA APM, RUM each type of monitoring product contributes a slightly different vantage point.Network products provide detailed information about application performance as the network sees it. Synthetic transaction monitoring tools rely on script execution, advantage is they deliver transaction info regardless of whether users are actually on the system. Observed transaction management solutions deliver insight from the viewpoint of protocols such as web traffic. Transactional reconstruction assesses application performance from the data center perspective, may or may not integrate with client-side instrumentation.Client-side EUE delivers direct visibility to the experience of the user. Done by installing agents or via browser instrumentation. agent-based approach for internal users, instrumentation useful for both internal and external users.
  • Advantages of agentlessMonitoring for high-value customer usersOne of most effective ways to monitor cloud and mobile, as does not require installation at end pointCompatible with VMs, EC2
  • The point is that in this Complex, Heterogenous technology architecture, the key thing to monitor is the Transactions of all types that flow through these systems.
  • Don’t just rely on the provider. Track individual users.
  • What Is A Transaction?Request issued by an end-userGoes through multiple componentsEach component may be activated multiple timesNote that:Different transaction types take different paths and flowsSometimes instances of the same transaction type execute across different flows
  • Average Response Times are not enough.Monitoring the Components (silo’ed approach) vs. Monitoring the Transaction Flow (SharePath approach)When the database chokes, it is relatively easy to identify as the root cause. However, it becomes more difficult to identify root cause:When the application chokes and then comes back to life, orWhen the performance of a small portion of requests degradesDue to:Response times are all averagedLooking at one specific Tx instance does not imply on the othersThe problem may be in a non-JVM component (Apache => LDAP)JVM? LDAP? Apache? Shared/Web-Service? MF? External? Database? The other Database? Tibco? SiteMinder? Badly configured load-balancer? Network?Finger-pointing results in wasting valuable time
  • Summarize presentation
  • Turn over to Oren
  • Transcript

    • 1. Measuring User Experience in the Cloud: Which Tactics are Worth the Time?
      Julie Craig
      Research Director, Applications
      Enterprise Management Associates
      5777 Central Avenue, Suite 105
      Boulder, CO 80301
    • 2. Agenda
      Cloud Snapshot
      Cloud Characteristics Create New Management Challenges
      End User Experience Monitoring (EUE) and the Cloud
      Summary and Closing
      Slide 2
    • 3. CapEx Reductions, Fast Deployment, OpEx Reductions are Top Three Reasons for Cloud Adoption
      Which needs are effectively being addressed by cloud computing solutions for your organization?
    • 4. SaaS Leads Public Cloud Deployments
      What cloud computing service model(s) has your organization deployed, or is planning to deploy?
    • 5. Private Cloud Leads Public Cloud
      What cloud computing deployment model(s) has your organization deployed, or is planning to deploy?
    • 6. Agenda
      Cloud Snapshot
      Cloud Characteristics Create New Management Challenges
      End User Experience Monitoring (EUE) and the Cloud
      Summary and Closing
      Slide 6
    • 7. Measuring Success
      Which does your organization measure in order to quantify the success of cloud-related initiatives?
    • 8. 8
      Ranked Importance of Current Monitoring/ Management Tools
      Please rate the importance of the following management technologies.
    • 9. End User Experience Management Under-represented
      Which technologies does your org currently have deployed/full commitment to deploy in your environment?
    • 10. Agenda
      Cloud Snapshot
      Cloud Characteristics Create New Management Challenges
      End User Experience Monitoring (EUE) and the Cloud
      Summary and Closing
      Slide 10
    • 11. “End user Experience”:Catch All Term for Multiple Types of Products
      Network tracing or capture
      Deep visibility into network flows and packets
      Active or synthetic transaction monitoring
      Script-based tests that run against an application at regular intervals.
      Passive or observed transaction monitoring
      “Hard” or “soft” appliances scan protocol-based traffic such as web interactions
      End to end transaction reconstruction
      Consolidate metrics from across the data center to deliver a reconciled end to end view of transaction execution
      Client-side EUE
      Monitor performance and availability from the perspective of the user workstation
      Slide 11
    • 12. Agentless, Client-Side EUE
      Deep endpoint monitoring for both “internal” and “external” users
      Instrumentation at the endpoint via the browser
      “Watch” activity entering, exiting, and on the workstation or device
      Diagnose application-related issues, identify delay sources
      Instrumentation for the Cloud
      Monitoring can be embedded in VMs
      “Cloud Edition” can be installed in Amazon EC2 instances
      Central repository and collector monitors EC2 environments
      Instrumentation for Mobile
      Slide 12
    • 13. Correlsense CEO, Oren Elias
      Slide 13
    • 14. The Big Question: How do we Manage Today’s Ever Changing Environments?
      Slide 14
      Lots of Moving Parts
    • 15. With all of the Complexity and Moving Parts…
      What Does Not Change?
      Slide 15
    • 16. The Two Axioms
      Slide 16
      Transactions Drive the Business
      User’s Expectation of Performance
    • 17. SERVER
      APP SVR
      Public, Private, Hybrid Datacenter
      ‘Under The Hood’
    • 18. Cloud ≠ ‘Cure All’
      Slide 18
    • 19. Four New Challenges in the Cloud“Old world” monitoring paradigms no longer fit
      Slide 19
    • 20. Challenge #1 – Dynamic Environments
      Highly dynamic environment
      Out: Auto-discovery
      In: Auto-detection
      Slide 20
    • 21. Challenge #2 - Highly Virtualized Infrastructure
      Infrastructure is highly virtualized
      Out: Focus solely on Infrastructure and resource monitoring
      In: Focus on end-user and applications
      Slide 21
    • 22. More Demanding Applications
      Customer facing applications are more demanding
      Out: Focus solely on Availability
      In: Focus on performance and service levels
      Slide 22
    • 23. Multi-Tenant Environment
      Shared environment
      Out: Hardware appliances
      In: Software-based solutions
      Slide 23
    • 24. Top 3 Tips For Cloud Application Management
    • 25. 1) Be ParanoidWatch Every Transaction from Every User
      APP SVR
    • 26. Get the Key User-Experience Metrics
      Total End-User Response Time
      Browser Rendering Time
      Datacenter Time
      Network Latency
      Real User Monitoring
    • 27. Look Across Space
    • 28. Houston, We Have A Problem
    • 29. 2) Be Smart.From Transactions to Performance Models
      End-User Response Time Breakdown
      Transactions Modeled with Transaction Profile
    • 30. Compare Between Application Models
      Within SLA vs. Exceeded SLA
      Before vs. After
      Slide 30
    • 31. Insurance in Your Changing WorldAgile Roll-Outs, Virtual Migrations, Private Cloud Migrations
      Compare “new” and “old” production behavior
      Prove response times are better or improved
      Realize causes of degradations to avoid rollback
    • 32. 3) AutomateEnforce SLAs on End-User Experience
    • 33. Application End-User SLAS
    • 34. Alert and Automate
      Slide 34
    • 35. Get Started with SharePath RUM Express for Free
    • 36. Agenda
      Cloud Snapshot
      Cloud Characteristics Create New Management Challenges
      End User Experience Monitoring (EUE) and the Cloud
      Summary and Closing
      Slide 36
    • 37. Summary
      • Cloud computing is a “hot topic” with a variety of potential benefits
      Cloud also brings its own set of challenges
      How do you measure success of Cloud adoption?
      How do you monitor performance and availability?
      How do you get visibility to End User performance?
      Which types of EUE tools are most useful for Cloud monitoring?
      Each type of product has its strengths
      Stretch your tools budget by making sure to match tools acquisitions with desired monitoring metrics
      Slide 37
    • 38. For more information on Enterprise Management Associates, please go to, or call +1 303-543-9500
      Thank you for attendingtoday’s presentation