Bright talk if they cant use it, it doesnt work - final

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  • 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 thedeployment of systems monitoring and Event Managementsoftware. Andrew has held various roles including leading themonitoring organization of a Fortune 100 company and developingsolutions 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, NationwideInsurance and the US Navy Facilities and Engineering Command.!
  • 3. http://weheartit.com/entry/12433848!
  • 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!
  • 7. And more importantly, I am here today to talk about! User Experience!
  • 8. What do I mean by latency and user experience?
  • 9. Definitions:!
  • 10. LAŸTENŸCY – [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!Follow Us: #ITSMSummit!
  • 11. http://www.flickr.com/photos/25822731@N02/4644128723/!
  • 12. EXŸPEŸRIŸENCE – [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!Follow Us: #ITSMSummit!
  • 13. http://www.flickr.com/photos/51035626620@N01/170061976/sizes/l/in/photostream/!
  • 14. When you put them together we get:!!The ultimate measure of success for any system isthe perception of its performance. The lessinteractive a system becomes the more likely itsperformance 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!
  • 19. Is 5 seconds really bad?!
  • 20. 90 th Percentile:! 5.44 seconds…! Start…!Observed Maximum:! 15.4 seconds…! Start…!
  • 21. 90 th Percentile:! 5.44 seconds…! DONE!! Start…!Observed Maximum:! 15.4 seconds…! Start…!
  • 22. 90 th Percentile:! 5.44 seconds…! DONE!! Start…!Observed Maximum:! 15.4 seconds…! DONE!! Start…!
  • 23. If you were the one on the phonewith one of those customers…! how would you fill that silence?!
  • 24. We need to recognize when wehave problems to solve!
  • 25. Why does any of this matter?!
  • 26. No complaint… is more common than that of a scarcity of money! -Adam Smith, Wealth of Nations!Follow Us: #ITSMSummit!
  • 27. QUESTION:!What value does your IT organizationcreate for your business?!
  • 28. If you can’t answer this question, howcan you be sure you are doing theright things and doing them well…!
  • 29. HINT: “We provide infrastructure or applications thebusiness uses” is not a value statement!
  • 30. We all want to make sure of one thing…! Follow Us: #ITSMSummit!
  • 31. The services we offer are our brand! And the thing about brand is…!
  • 32. Brand is not what you say…!
  • 33. Brand is what THEY say!
  • 34. So it is important to know:! • Who are we?! • What do we do?! • Why should people care?!
  • 35. And especially…! Would anyone miss us! if we were not here?!
  • 36. BRAND MATTERS!
  • 37. How does IT preserve the brandvalue it creates?! • 100% Uptime*! • Scalability*! • Performance*! • Agility*! • Good UX*! ! *To the best of our ability!
  • 38. How well would THEY say you are doing?!
  • 39. Maybe.!Let me show you why this is important…!
  • 40. Objective #1: Users Love Our IT Systems…http://www.flickr.com/photos/anneacaso/3693155059/sizes/l/in/photostream/!
  • 41. Constructive Criticism !If no critique is given, no improvement will happen.!
  • 42. OUR PROBLEM STATEMENT:! The business needs to reliably reach its customersand users regardless of where they may be located. Latency forces close geographic proximity of thecomponents and limits the quality of service provided to geographically distributed customers.! ! If the users can’t use it, it doesn’t work.! Follow Us: #ITSMSummit!
  • 43. OUR CONSTRAINTS!At the same time, there are a few inescapable factswe 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!
  • 44. When all of these happen at the same time…! Ug…!
  • 45. Bad Experience!!!!http://www.flickr.com/photos/gregphoto/4881356366/sizes/l/in/photostream/!
  • 46. We need to be giving more of this!http://www.wealthforteens.com/wp-content/uploads/2011/07/happiness_boy.jpg!
  • 47. BEING USER FOCUSED…!In addition to monitoring for system availability, weare 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!Follow Us: #ITSMSummit!
  • 48. OK.!So now what?!
  • 49. I am going to talk today aboutlatency in the cloud and somenew ideas that will help boththem and you.!
  • 50. The perennial problem….!Is it the infrastructure or the application?!
  • 51. 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 ultimately6:04pm: Synthetic transactions fail at “back-end” problem! decide to reset CICS to resolveand 6:14 the Ops Center confirms the the issue!issue Follow Us: #ITSMSummit! and creates a P0 Incident!
  • 52. HOW DID WE GET HERE?! “How did you go bankrupt?" 
 “Two ways. Gradually, then suddenly.” 
 -Ernest Hemmingway, The Sun Also Rises!Follow Us: #ITSMSummit!
  • 53. DRIVING THE RIGHT KIND OF ACTION! Application! End User Experience! Infrastructure!Gainesville! San Antonio! Des Moines! Columbus! Network! Mainframe! Storage! Linux! Middleware! Database! Transaction 1! Transaction 1! Transaction 1! Transaction 1! KPI 1! KPI 1! KPI 1! KPI 1! KPI 1! KPI 1! Transaction 2! Transaction 2! Transaction 2! Transaction 2! KPI 2! KPI 2! KPI 2! KPI 2! KPI 2! KPI 2! Transaction N! Transaction N! Transaction N! Transaction N! KPI N! KPI N! KPI N! KPI N! KPI N! KPI N! Follow Us: #ITSMSummit!
  • 54. DRIVING THE RIGHT KIND OF ACTION! Application! End User Experience! Infrastructure!Gainesville! San Antonio! Des Moines! Columbus! Network! Mainframe! Storage! Linux! Middleware! Database! Transaction 1! Transaction 1! Transaction 1! Transaction 1! KPI 1! KPI 1! KPI 1! KPI 1! KPI 1! KPI 1! Transaction 2! Transaction 2! Transaction 2! Transaction 2! KPI 2! KPI 2! KPI 2! KPI 2! KPI 2! KPI 2! Transaction N! Transaction N! Transaction N! Transaction N! KPI N! KPI N! KPI N! KPI N! KPI N! KPI N! Follow Us: #ITSMSummit!
  • 55. DRIVING THE RIGHT KIND OF ACTION! Application! End User Experience! Infrastructure!Gainesville! San Antonio! Des Moines! Columbus! Network! Mainframe! Storage! Linux! Middleware! Database! Transaction 1! Transaction 1! Transaction 1! Transaction 1! KPI 1! KPI 1! KPI 1! KPI 1! KPI 1! KPI 1! Transaction 2! Transaction 2! Transaction 2! Transaction 2! KPI 2! KPI 2! KPI 2! KPI 2! KPI 2! KPI 2! Transaction N! Transaction N! Transaction N! Transaction N! KPI N! KPI N! KPI N! KPI N! KPI N! KPI N! Follow Us: #ITSMSummit!
  • 56. DRIVING THE RIGHT KIND OF ACTION! Application! End User Experience! Infrastructure!Gainesville! San Antonio! Des Moines! Columbus! Network! Mainframe! Storage! Linux! Middleware! Database! Transaction 1! Transaction 1! Transaction 1! Transaction 1! KPI 1! KPI 1! KPI 1! KPI 1! KPI 1! KPI 1! Transaction 2! Transaction 2! Transaction 2! Transaction 2! KPI 2! KPI 2! KPI 2! KPI 2! KPI 2! KPI 2! Transaction N! Transaction N! Transaction N! Transaction N! KPI N! KPI N! KPI N! KPI N! KPI N! KPI N! Follow Us: #ITSMSummit!
  • 57. DRIVING THE RIGHT KIND OF ACTION! Application! End User Experience! Infrastructure!Gainesville! San Antonio! Des Moines! Columbus! Network! Mainframe! Storage! Linux! Middleware! Database! Transaction 1! Transaction 1! Transaction 1! Transaction 1! KPI 1! KPI 1! KPI 1! KPI 1! KPI 1! KPI 1! Transaction 2! Transaction 2! Transaction 2! Transaction 2! KPI 2! KPI 2! KPI 2! KPI 2! KPI 2! KPI 2! Transaction N! Transaction N! Transaction N! Transaction N! KPI N! KPI N! KPI N! KPI N! KPI N! KPI N! Follow Us: #ITSMSummit!
  • 58. WHAT GOOD MONITORING LOOKS LIKE Elements of Good Monitoring!1.  System Availability!2.  Operating System Performance! !! 1! 2! 3! 4! 5! 6! !8!3.  Hardware Monitoring! !! !4.  Service/Daemon and Process Availability!5.  Error Logs!6.  Application Resource KPIs!7.  End-to-End Transactions!8.  Point of Failure Transactions!9.  Fail-Over Success! Load Balancer!10. “Activity Monitors” and “Reverse Hockey Mainframe! Stick”! Data Power! Switch! Load Balancer! Firewall! ! ! Web Server Farm! 7! ! ! Corporate! LANs & VPNs! Load Balancer! Database! Middleware! ! ! ! ! ! ! ! ! ! ! ! ! ! 9! 10!! ! ! ! ! ! ! ! ! ! ! ! ! Follow Us: #ITSMSummit!
  • 59. WE HAVE A PROBLEM HOUSTON! Application “Think Time”…! These two are the network!Follow Us: #ITSMSummit!
  • 60. Here is the real problem…!
  • 61. 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!
  • 62. 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!
  • 63. Failure comes when you don’t listen. Youcan’t put something out there and assumeit’s great. It’s up to us to make sure we’relistening to improve our chances for success—if not this time, next time !-Alan Lewis, eBay Technical Evangelist!
  • 64. <TANGENT>!
  • 65. All You Need! Love!
  • 66. </TANGENT>!
  • 67. 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!
  • 68. Cloud Monitoring Happens Here!
  • 69. The perennial problem….!Is it the infrastructure or the application?!
  • 70. 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!
  • 71. DRIVING THE RIGHT KIND OF ACTION! Application! End User Experience! Infrastructure!Gainesville! San Antonio! Des Moines! Columbus! Network! Mainframe! Storage! Linux! Middleware! Database! Transaction 1! Transaction 1! Transaction 1! Transaction 1! KPI 1! KPI 1! KPI 1! KPI 1! KPI 1! KPI 1! The Cloud! Transaction 2! Transaction 2! Transaction 2! Transaction 2! KPI 2! KPI 2! KPI 2! KPI 2! KPI 2! KPI 2! Transaction N! Transaction N! Transaction N! Transaction N! KPI N! KPI N! KPI N! KPI N! KPI N! KPI N! Follow Us: #ITSMSummit!
  • 72. 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!
  • 73. We aren’t going back to square one! We are going to borrow some old tactics but apply them in a new way!
  • 74. That is great but we need more…!Follow Us: #ITSMSummit!
  • 75. 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?! Follow Us: #ITSMSummit!
  • 76. 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   Follow Us: #ITSMSummit!
  • 77. 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!Follow Us: #ITSMSummit!
  • 78. 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!
  • 79. 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  
  • 80. 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!Follow Us: #ITSMSummit!
  • 81. 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!
  • 82. 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!Follow Us: #ITSMSummit!
  • 83. HOW PERCEPTION IS INFLUENCED! Load  Time   Perceived  Render   25   20   15  Seconds   10   5   0   Follow Us: #ITSMSummit! Source:  Gomez  Real-­‐User  Monitoring  
  • 84. 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”!Follow Us: #ITSMSummit!
  • 85. 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!
  • 86. 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  
  • 87. WHY AVERAGES DON’T WORK! 0.5! 0.7! 0.9! 1.8! 2.5! 2.5! 2.6! 2.9! 3.3! 3.5! 25th 50th 75th Percentile! Percentile! Percentile! Average!Follow Us: #ITSMSummit!
  • 88. 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!
  • 89. Positive Feedback from others is important!
  • 90. PLAYING TO OUR STRENGTHS!The IT Culture is driven to technology for solutions. Leverageyour monitoring and testing tools to help practice failurescenarios. Work on tracking potential points of failure bycreating monitoring and report the rate of occurrence to thedevelopers at the start of each new iteration.! Follow Us: #ITSMSummit!
  • 91. 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!
  • 92. LET’S KEEP THE CONVERSATION GOING…! Andrew.P.White@Gmail.com! Andrew.P.White@Gmail.com! @SystemsMgmtZen! SystemsManagementZen.Wordpress.com! systemsmanagementzen.wordpress.com/feed/! ReverendDrew! ReverendDrew! 614-306-3434!Follow Us: #ITSMSummit!