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Measure Twice, Cut Once: 5 Best Practices For Selecting Your Cloud Service Providers

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  • Last updated or created: Oct ‘10New slideKey themes:Most of today’s applications are “assembled” in the browser – you need to test it from there, tooTalk track
  • SLA aligned to goals based on end-user availability and performanceAlign SLA to type of cloud What you should expect?
  • Last updated or created: August ’11Updated to use the correct names for the Cloudsleuth applications Key themes:Compuware founded CloudSleuth to allow IT application owners to evaluate Cloud services via hands-on toolsThe Gomez Performance Network supports 2 free application contributions from Compuware – exhibiting the power of the GPNTalk trackCreated by Compuware, CloudSleuth is a cloud based community focused on sharing useful information to aid cloud adoption.Through CloudSleuth, Compuware has made two free applications available (Global Provider View & Cloud Performance Analyzer) to help: compare the performance of cloud service providers from around the globe andmeasure the effects various web services (content delivery networks, ads, maps) on page load times from around the globe.These applications are a real-time use case of Backbone and Last Mile tests as learned about on the previous slide.Check out cloudsleuth.net to see for yourself.
  • Last updated or created: April ‘11Key themes:Gomez helps you prioritize problems based on business impact and rapidly identify the root cause to resolve the issueTalk trackBecause you have this unified view across the entire ADC, when a problem occurs Gomez lets you do two things very quickly:Determine the business impact of the problem so you can prioritize. <click to animate> Gomez dashboards let you rapidly determine how many users are affected, what transactions are affected, etc. so you can determine how urgent and critical the issue is. Once you’ve determined how urgent the problem is, your next question is: what is the root cause of the problem?<click to animate>Gomez also helps you answer this question<click to animate>2. Isolate the root cause. Gomez dashboards allow you to quickly determine if the problem is in one of four major categories, and then drill down into each category to determine the specific root of the problem.Is it in your data center or WAN? Where in your data center? A server? A network segment? A method call? Is it with an ISP or the Internet? Is it a problem that everyone else on the internet is experiencing, or just you?Is it with a third party provider? Is it a cloud provider? A CDN? A third party data feed? Etc.Is it in a browser or device? Is your application incompatible with a browser or particular mobile device? Are your pages too big? Too many objects? Etc.This information lets you quickly prioritize problems and speed resolution.
  • Transcript

    • 1. Webinar: “Measure Twice, Cut Once: 5 Best Practices For Selecting Your Cloud Service Providers”
      Richard Stone
      Cloud Solutions Manager
      Compuware Inc
      Dennis Drogseth
      Vice President of Research
      Enterprise Management Associates
      September 8, 2011
    • 2. Introduction & welcome
      “Five Steps to Managing Your Cloud Service Providers”
      Dennis Drogseth, Vice President of Research, EMA
      “5 Best Practices For Selecting Your Cloud Service Providers”
      Richard Stone, Cloud Solutions Manager, Compuware
      Q&A session
      Use Webex ‘chat’ to ask your questions at any time
      Agenda
    • 3. Five Steps to Managing Your Cloud Service Providers for Effective Application Delivery
      Dennis Drogseth
      Vice President
      Enterprise Management Associates
      September 8, 2011
      © 2011 Enterprise Management Associates, Inc.
    • 4. Agenda
      Where and why cloud adoptions are changing
      Step One: Assess your application/infrastructure design requirements
      Step Two: Map your application/infrastructure design requirements to cloud/ hybrid options
      Step Three: Assess your monitoring requirements
      Step Four: Select cloud service providers based on design needs, reputation and willingness to partner
      Step Five: Manage your cloud SPs as participants in a broader application/service ecosystem.
      Conclusion
      Slide 4
      © 2011 Enterprise Management Associates, Inc.
    • 5. Do you believe, or did you discover, that once begun,Cloudinitiatives required rethinking and/or redirection before the...
      Sample Size = 155
      70% of Respondents have had to RETHINK or REDIRECT Initial Deployments
      Slide 5
      © 2011 Enterprise Management Associates, Inc.
    • 6. Of These, Process, Technology Adoption, and Application Development Dominate
      Which changes has your org made/anticipate to rethink and/or redirect the original cloud initiative?
      Sample Size = 138
    • 7. Step One: Assess your Application/ Infrastructure Design Requirements
      © 2011 Enterprise Management Associates, Inc.
      Slide 7
    • 8. Slide 8
      © 2011 Enterprise Management Associates, Inc.
      Application/Infrastructure Design Requirements Cut Across Domains
      Database(s)
      Storage
      Application Server (s)
      Middleware Server(s)
      Mainframe
      Web 2.0 and other services – e.g. credit card validation
      Network interdependencies – local and WAN
      Devices – application acceleration, load balancing , etc.
      DNS, Active Directory, and other services
      Note: SaaS can be private as well as public. And even public SaaS options, along with public IaaS and PaaS options, need to be understood in terms of overall application ecosystem design.
    • 9. And Can Include Many Different Types of Component Interdependencies
      Which of the following environments pertain to your company’s Web-based business applications? Select all that apply.
      Sample Size = 119, Valid Cases = 119
      Slide 9
      © 2011 Enterprise Management Associates, Inc.
    • 10. Who YOU are Matters
      Manufacturing: more focused on industry-specific apps and less focused on CRM/ERP than average, supports a wide range of technical environments – e.g. SaaS, virtualization CDNs.
      Retail: more likely to track Web abandonment rates and is asked to share information with suppliers Tracks competitors’ performance more than average.
      High Tech/Computer: favors Corporate Web sites and SOA, Tracks competitors’ performance, and more focused on sharing information with external customers, and favors social networking.
      Healthcare: strong on industry-specific applications and back office (ERP CRM), favors SaaS, is asked to share information with external customers, suppliers and partners more than average.
      Finance: more likely to view Web applications as critical, naturally focuses most on financial transactions, is least likely to go for Cloud and social networking.
      Slide 10
      © 2011 Enterprise Management Associates, Inc.
    • 11. Step Two: Map your Application/Infrastructure Design Requirements to Cloud/Hybrid Options
      © 2011 Enterprise Management Associates, Inc.
      Slide 11
    • 12. What cloud computing service model(s) has your organization deployed, or is planning to deploy? Select all that apply. by...
      Title
      Sample Size = 155, Valid Cases = 155
      IaaS and PaaS show more Organizational and Maturity Dependencies than SaaS
      Slide 12
      © 2011 Enterprise Management Associates, Inc.
    • 13. Map your Application/Infrastructure Design to Cloud and Hybrid Options
      Internal Cloud versus External Cloud versus Virtualized Infrastructure only versus Physical Infrastructure
      SaaS, IaaS, Paas
      Plan A
      Plan B
      Virtualized = ???
      Look before you leap
      Slide 13
      © 2011 Enterprise Management Associates, Inc.
    • 14. Indicate the top 2 technologies for building cloud services not including systems virtualization
      Sample Size = 155
      Cloud is also Impacting Application Design Criteria
      Slide 14
      © 2011 Enterprise Management Associates, Inc.
    • 15. Step Three: Assess your Monitoring Requirements
      © 2011 Enterprise Management Associates, Inc.
      Slide 15
    • 16. Some Overall Monitoring Objectives
      Pre-deployment and Dev/Ops
      Scalability
      Geographical variance and mobility
      SLM/ SLAs
      User Experience Management
      Business impact
      Multi-dimensional Transaction awareness
      External ratings and rankings
      And Understand WHO’s Doing the Monitoring
      © 2011 Enterprise Management Associates, Inc.
      Slide 16
    • 17. Web-based and other Application Monitoring Requirements Don’t Go Away
      Which of the following is your company actively monitoring in support of Web-based applications performance? Select all.
      © 2011 Enterprise Management Associates, Inc.
      Slide 17
    • 18. Service Management Dashboards with Advanced Analytics Deliver Especially Strong Value
      Dashboard plus analytics best in ALL areas but especially:
      1.8 times more likely to reduce management complexity
      1.4 times more likely to reduce capital costs via cloud
      1.7 times more likely to free up resources for strategic projects
      1.9 times more likely to improve service resilience via cloud
      1.4 times more likely to accelerate deployment of existing services via cloud
      1.4 times more likely to increase infrastructure flexibility and agility via cloud
      1.8 times more likely to expand revenue channels via cloud
      Twice as likely to deliver business model enhancements via cloud
      © 2011 Enterprise Management Associates, Inc.
      Slide 18
    • 19. What was the percentage increase or decrease of your organization’s annual IT budget from last year to this year? Groupedby Service level management
      With Service level Management
      Without Service level Management
      Title
      Sample Size = 142
      IT Organizations Without SLM are more than 1.6 times more likely to show flat/declining Budgets
      Slide 19
      © 2011 Enterprise Management Associates, Inc.
    • 20. Step Four: Select Cloud SPs Based on Design Needs, Reputation and Willingness to Partner
      © 2011 Enterprise Management Associates, Inc.
      Slide 20
    • 21. Selecting for Design, Reputation and Willingness to Partner
      Who are they?
      What do they offer?
      What SLAs do they offer
      What are their security guarantees?
      What is your effective access to them when things go wrong?
      Are they (at all) willing to partner with you or do they manage their clients as commodities?
      Slide 21
      © 2011 Enterprise Management Associates, Inc.
    • 22. Whatare yourtop decision factors when choosing a cloud computing service provider (external cloud)?
      Sample Size = 155
      Security, Overall Performance, and SLA Commitments Lead Cloud SP Selection Criteria
      Slide 22
      © 2011 Enterprise Management Associates, Inc.
    • 23. Check All that Apply!
      Which are you using Cloud Service Providers for? (check all that apply)
      Mission critical customer-facing applications
      Production ERP applications
      Partner/ supply chain, or other community application environments
      Back office niche applications
      User productivity applications
      Messaging and collaboration applications
      Off-site Web hosting
      Platforms for application test and development
      Remote database
      Remote storage
      Full remote infrastructure support
      Trying out new apps to see if they’re useful
      Slide 23
      © 2011 Enterprise Management Associates, Inc.
    • 24. Step Five: Manage your Cloud SPs as Participants in a Broader Application/Service Ecosystem
      © 2011 Enterprise Management Associates, Inc.
      Slide 24
    • 25. Web-based Application Ecosystems are Increasingly on the Rise
      Slide 25
      © 2011 Enterprise Management Associates, Inc.
      How would you describe the role of Web-based applications for your business/organization?
      Sample Size = 119
    • 26. Information Sharing Across Web-based Application Ecosystems Provides Relevant Insights into Cloud
      Slide 26
      © 2011 Enterprise Management Associates, Inc.
      Which of the following groups are actively asking you to share Web-based applications performance information? Select all.
      Sample Size = 119, Valid Cases = 119
    • 27. Ecosystem Monitoring and Control Concerns Reflect Overall Cloud Concerns
      Slide 27
      © 2011 Enterprise Management Associates, Inc.
      What are the obstacles that you foresee in monitoring cloud-related services? Select all that apply.
      Sample Size = 119, Valid Cases = 43
    • 28. How to Manage Your Cloud Providers as a Part of an Extended Application Ecosystem
      Cloud contracts can have shorter durations- - this is Cloud “Shopping Mall” and let them know it
      Use Cloud to try out new services – who’s and what’s right for you?
      Have multiple options – who’s performing best today?
      Revisit the term “stakeholders” – if you feel their stakeholder is their lawyer, maybe not the right choice.
      Formalize process expectations in the contract—they will if you don’t – be proactive .
      In parallel, publish what you’ve got– define your services to YOUR customers, so you can manage their expectations.
      Seek out and external resources for validating poor performance and document your concerns
      Manage them as RESOURCES for YOUR application services
      Slide 28
      © 2011 Enterprise Management Associates, Inc.
    • 29. © 2011 Enterprise Management Associates, Inc.
      Slide 29
      Thank you for attending.
    • 30. “5 Best Practices For Selecting Your Cloud Service Providers”
      Richard Stone
      Cloud Solutions Manager
      Compuware Inc
    • 31. 5 Best Practices For Selecting Cloud Service Providers
      Insure all stakeholders have a seat at the table, including Dev & Test
      Choose cloud model(s) based on both technical & business requirements
      Implement a cloud performance monitoring strategy from Day 1
      Evaluate CSPs based on your IT design goals and business needs
      Insure performance goals by continuously monitoring the end user experience
    • 32. Best Practice #1: Insure all stakeholders have a seat at the table, including Dev & Test
    • 33. Two important considerations ...
      Application design can impact ROI
      • Application performance is critical
      • 34. Slow performance = Lost revenue
      • 35. Design for scale even if you don't need it (yet!)
      • 36. Only the developer really knows
      • 37. How the application works
      • 38. What resources are required
      Your next strategic business initiative
      • Mobility
      • 39. In 2-3 years, mobility will become an integral part of your cloud strategy
      • 40. This will create a new set of technology needs
      • 41. Make it part of your cloud thinking from Day 1
    • The Cloud Offers Unique Opportunities For Optimization
      Customer example:
      An application enhancement that would have cost money in a traditional data center . In the cloud...
      No loss of functionality
      No additional cost
      49 % Response Time Improvement
    • 42. Best Practice #2: Choose cloud model(s) based on both technical & business requirements
    • 43. SaaS, PaaS, or IaaS?
      Key Considerations
      Who are the subscribers?
      What does a subscriber get?
      How are usage fees calculated?
      How much control does a subscriber have?
      How much control does the provider have?
      http://csrc.nist.gov/publications/drafts/800-146/Draft-NIST-SP800-146.pdf
    • 44. Another useful resource ...
      http://www.programmableweb.com/
    • 45. Best Practice #3: Implement a cloud performance monitoring strategy from Day 1
    • 46. The Application Delivery Chain is more complex
      Inside the firewall
      Outside the firewall
      User’s browser
      Shoppingcart
      Flashanimation
      Web analytics
      Ads fromAdserver
      Search
      CDNcontent
      Video frommedia server
      CMS content
    • 47. Users expectations are changing ...
      Compuware Gomez Application Performance Monitor
      • Announced today! (Available at www.compuware.com)
      • 48. "As page load time increases from one to five seconds,
      • 49. user abandonment rates increase by 40 percent"
      Source: Compuware Gomez 2010 Study of 500 Million End-User Interactions Across 200+ Web Sites
    • 50. Don't rely on SLAs to measure what’s important
      … but …
      SLAs measure this
      Customers experience this
    • 51. Measure the only thing that really mattersThe End User Experience
      Test/monitor your app the way your users access it:
      • What they do (key transactions)
      • 52. Where they do it (geographic locations)
      • 53. How they do it (browsers and mobile devices)
      Prioritize and resolve issues
      • Measure the business impact (users)
      • 54. Isolate root causes
      Is it my data center?
      Is it an ISP or the Internet?
      Is it a 3rd party
      provider?
      Is it a browser or device?
    • 55. Best Practice #4: Evaluate CSPs based on your IT design goals and business needs
    • 56. Two major considerations
      • Will we have all the capacity needed when our customers demand it?
      • 57. Are we in the right places to provide a consistent service our customers?
    • Will we have all the capacity needed when our customers demand it?
      Evaluate vendors based on your goals…
      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”
    • 58. Are we in the right places to provide a consistent service our customers?
      One Application
      The Cloud: It’s opaque, shared and elastic; it’s complex, multi-sourced and variable
      What your neighbor does affects you
      One Service Provider
      What’s needed is a Cloud Performance visualization tool … so we built one …
      And the results surprised us …
      The Earth isn’t flat
      The speed of light does matter
    • 59. Gomez Network: Monitoring the Cloud
      Community of cloud-based companies and experts providing:
      • Cloud education at cloudsleuth.net
      • 60. Cloud services evaluation
      • 61. Hands-on tools
      • 62. Best practices
      Cloud Performance Analyzer
      Global Provider View
      • “Outside in” perspective of cloud service provider performance
      • 63. Real-time data including impact of geography
      • 64. Performance & availability bottleneck identification
      • 65. Independent validation of providers’ SLA claims
    • Best Practice #5: Insure performance goals by continuously monitoring the end user experience
    • 66. 1. What is the business impact?
      2. Where is the root cause?
      Customers
      Cloud
      Private Public
      Data Center
      Local
      ISP
      Virtual/Physical Environment
      3rd Party/Cloud Services
      Web Servers
      App Servers
      DB Servers
      Load Balancers
      Browsers
      Mainframe
      Storage
      MajorISP
      Content Delivery Networks
      WANOptimization
      Web Services
      Mobile Components
      Mobile Carrier
      Employees
      Network
      Employees
      Devices
      Find and fix problems quickly ...
    • 67. Test multiple Cloud Providers from multiple locations... including the Last Mile Network
      Simulate hundreds of thousands of concurrent users, or millions of page views per hour by leveraging Gomez’ network of public Cloud data centers and Last Mile Peers
      Create load tests leveraging a global network of cloud datacenters
      Include peers from dozens of countries to gain insight into end user experience under load
      Run load tests with real IE and FF browsers or choose from over 500 mobile devices
    • 68. Compuware Application Performance Management
      We help organizations optimize the performance of their business-critical applications
      Web, non-Web, mobile, streaming, cloud-based applications
      Across all customers, users, browsers, devices, infrastructure, and geographies
      And across the entire application life cycle ... development, test, and production
      Rapid issue notification with actionable diagnostics
      Insight into how these issues affect your business (revenue, brand, cost)
      SaaS, Cloud-Based and On-Premises Offerings
      • Rapid startup and payback
      4,000+ Customers Worldwide
      • 2,500+ enterprise customers
      • 69. 1,500+ SMB customers
      • 70. 12 of top 20 US sites
      Global Reach
      • Over 80 offices in 29 countries worldwide
      • 71. Strategic service delivery
      Recognized as Industry Leader
      • Gartner:Leader in APM magic quadrant
      • 72. Forrester Research: “…a complete view of end user experience”*
      • 73. Ovum: “Game-changing”
      *”Trends: The Diversification Of End User Experiencing Monitoring”, Forrester Research, Inc., July 5, 2011
    • 74. Q & ASend questions via ‘chat’
      Additional Resources Available To Download
      COMPUWARE PAPER “THE WORLD IS NOT FLAT: HOW APPLICATION LOCATION INFLUENCES USER EXPERIENCE
      SUMMARY OF EMA “OPERATIONALIZING CLOUD” REPORT
      More information: www.compuware.com Cloudsleuth: www.cloudsleuth.net
    • 75. 53