In the last two years, companies have adopted remote and hybrid work models that also accelerated cloud migration initiatives for business applications and WAN infrastructure. In spite of their benefits, these shifts have created myriad challenges for IT organizations, including: - Lack of visibility and control over increasingly dynamic end-user environments - Network blind spots that hinder IT’s ability to properly assess root cause of app performance issues - Difficulty in supporting distributed apps, especially those used for collaboration and communications - Antiquated end user support workflows, resulting in longer mean time to identify and mean time to resolve (MTTI/MTTR)

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Raising the Bar on End User Monitoring
Steve Doyle, Head of Commercial at ThousandEyes
Pablo Martin, Technical Solutions Specialist at ThousandEyes

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Featured Speakers
Steve Doyle
Head of Commercial Sales, EMEAR
Pablo Martin
Technical Solutions Specialist

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Before We Begin...
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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. Digital experience is more important than ever
…but we have less control than ever before

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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

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Third Parties Only Add Complexity for IT Support Teams
IT Help Desk NOC Network Engineering SaaS Provider “War Room”
Employees unable to
access SaaS app
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

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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?

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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

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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

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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

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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

14. Demonstration:
Automated Session Testing

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Agent View – Simplified, Accelerated Troubleshooting
Correlated view
of network and
application
performance
metrics
Common timeline

16. Demonstration:
Agent View

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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

19. Q&A

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