Tech Support in the Modern Age


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One indication that you’ve become really successful in your profession is when you have budget for an assistant. Let’s face it, as a network engineer, this just isn’t in the cards. Or is it? WildPackets is introducing the OmniPeek Remote Assistant, and it’s exactly the kind of assistant that a network engineer needs. Let’s say you work for a large retailer and you’re having an issue with a PoS system at a store clear across the country. Or perhaps you work for a network equipment company, and one of your customers has called to report degraded performance of the system. The OmniPeek Remote Assistant allows you to send a lightweight software utility to the location in question, and any network user, even one with no network engineering expertise at all, can run the utility and collect all the data you need without you ever leaving your desk. You have the data you need in record time, and you can immediately begin analyzing it at your desk. And best of all the data is fully encrypted, so even if the data in question is sensitive you are the only person who can access it. With the OmniPeek Remote Assistant, you’ll save time and money with each use, and you’ll feel as important as the assistant-wielding executive in the corner office.

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Tech Support in the Modern Age

  1. 1. Tech Support in the Modern AgeJay Botelho Show us your tweets! Use today’s webinar hashtag:Director of Product ManagementWildPackets with any questions, comments, or feedback.Follow me @jaybotelho Follow us @wildpackets © WildPackets, Inc.
  2. 2. Agenda • What is OmniPeek Remote Assistant? • Why is end-user data important? • OmniPeek Remote Assistant in action ‒ Starting a session ‒ End-user ease-of-use ‒ Analyzing data ‒ Integrating data using multi-segment analysis • Company Overview • Product Line Overview#wp_moderntech Tech Support in the Modern Age © WildPackets, Inc. 2
  3. 3. What Is OmniPeek Remote Assistant?#wp_moderntech © WildPackets, Inc.
  4. 4. A Network Analysis Superhero • Flies anywhere at the speed of light • Addresses problems around the globe • Helps even the helpless • Lifts network data of any size • Maintains superhero confidentiality • Solves problems more rapidly than humanly possible#wp_moderntech Tech Support in the Modern Age © WildPackets, Inc. 4
  5. 5. OmniPeek Remote Assistant • With OmniPeek Remote Assistant you can: ‒ Gain access to network data anywhere in the world ‒ Establish an instantaneous “point of presence” when one is needed ‒ Easily collect data directly from network users ‒ Troubleshoot network issues without leaving your desk ‒ Perform single use or ongoing network analysis ‒ Address all types of network traffic: wired, 802.11 wireless, VoIP, video, etc. ‒ Leave no footprint ‒ Collaborate with other network experts • OmniPeek Remote Assistant is a powerful network analysis assistant#wp_moderntech Tech Support in the Modern Age © WildPackets, Inc. 5
  6. 6. Why Is End-User Data Important?#wp_moderntech © WildPackets, Inc.
  7. 7. Why Is End-User Data Important? • Your internal users ‒ Help desk/troubleshooting ‒ Remote users ‒ User experience • Your customers ‒ Troubleshoot your equipment remotely ‒ Troubleshoot your customer’s network remotely#wp_moderntech Tech Support in the Modern Age © WildPackets, Inc. 7
  8. 8. OmniPeek Remote Assistant In Action#wp_moderntech © WildPackets, Inc.
  9. 9. Use Case - Retailer Internal Network Analysis/Troubleshooting Trouble call comes in User is directed to Network analyst at HQ from store. Very slow download and install uses OmniPeek PoS system response. OmniPeek Remote. Enterprise to quickly User sends encrypted troubleshoot problem capture data back to HQ without leaving the for analysis. office.#wp_moderntech Tech Support in the Modern Age © WildPackets, Inc. 9
  10. 10. Network Equipment Provider Field Service Applications Support call comes in WLAN customer is Network analyst at HQ from WLAN customer. directed to download uses OmniPeek Users cannot connect. and install OmniPeek Enterprise to quickly Remote Assistant. User troubleshoot problem sends encrypted without leaving the capture data back to office. support analyst for analysis.#wp_moderntech Tech Support in the Modern Age © WildPackets, Inc. 10
  11. 11. OmniPeek Remote Assistant • Highly cost effective solution ‒ Internal network analysis situations ‒ Field service use for customer support organizations ‒ Saves $100s to $1000s per use ‒ Reduces time to analysis to minutes from hours or days • Enable remote network analysis (packet captures) by non-technical personnel ‒ Eliminate/reduce the need to travel to remote sites ‒ Simple deployment and easy to use ‒ Small footprint • Ensure security of captured data ‒ Captures encrypted with unique public/private key pair – safe to transfer via email, FTP, etc. ‒ A different key can be generated for each remote site#wp_moderntech Tech Support in the Modern Age © WildPackets, Inc. 11
  12. 12. Using OmniPeek Remote Assistant A Demo#wp_moderntech © WildPackets, Inc.
  13. 13. What Well See • Creation ‒ Key management ‒ Distribution • Use ‒ Extract zip files ‒ Run ORA ‒ Send files to analyst • Analysis ‒ Opening files ‒ License tracking ‒ Sharing files ‒ Multi-segment analysis#wp_moderntech Tech Support in the Modern Age © WildPackets, Inc. 13
  14. 14. OmniPeek Remote Assistant Summary#wp_moderntech © WildPackets, Inc.
  15. 15. OmniPeek Remote Assistant Packaging • Subscription-based licensing • Includes a copy of OmniPeek Enterprise • License levels: ‒ 100 sessions ‒ 500 sessions ‒ Unlimited sessions • 5 trial sessions included with OmniPeek Enterprise • Session = analysis from one remote computer#wp_moderntech Tech Support in the Modern Age © WildPackets, Inc. 15
  16. 16. OmniPeek Remote Assistant Usage 0/100 0/100#wp_moderntech Tech Support in the Modern Age © WildPackets, Inc. 16
  17. 17. OmniPeek Remote Assistant Usage 3/100 2/100 1/100#wp_moderntech Tech Support in the Modern Age © WildPackets, Inc. 17
  18. 18. Customer Benefits • Solves the problem of remote, end-user analysis • Cost savings realized with each usage • Remote data is secure at all times • Collaborative analysis • Same familiar platform - OmniPeek#wp_moderntech Tech Support in the Modern Age © WildPackets, Inc. 18
  19. 19. Company Overview#wp_moderntech © WildPackets, Inc.
  20. 20. Corporate Background • Experts in network monitoring, analysis, and troubleshooting ‒ Founded: 1990 / Headquarters: Walnut Creek, CA ‒ Offices throughout the US, EMEA, and APAC • Our customers are leading edge organizations ‒ Mid-market, and enterprise lines of business ‒ Financial, manufacturing, ISPs, major federal agencies, state and local governments, and universities ‒ Over 7,000 customers / 60+ countries / 80% of Fortune 1,000 • Award-winning solutions that improve network performance ‒ Internet Telephony, Network Magazine, Network Computing Awards ‒ United States Patent 5,787,253 issued July 28, 1998 • Different approach to maintaining availability of network services#wp_moderntech Tech Support in the Modern Age © WildPackets, Inc. 20
  21. 21. Real-World Deployments Education Financial Government Health Care / Retail Telecom Technology#wp_moderntech Tech Support in the Modern Age © WildPackets, Inc. 21
  22. 22. Product Line Overview#wp_moderntech © WildPackets, Inc.
  23. 23. Product Line Overview OmniPeek Enterprise Packet Capture, Decode and Analysis • 10/100/1000 Ethernet, Wireless, WAN, 10G • Portable capture and OmniEngine console • VoIP analysis and call playback Omnipliance / TimeLine Distributed Enterprise Network Forensics • Packet capture and real-time analysis • Stream-to-disk for forensics analysis • Integrated OmniAdapter network analysis cards WatchPoint Centralized Enterprise Network Monitoring Appliance • Aggregation and graphical display of network data • WildPackets OmniEngines • NetFlow and sFlow#wp_moderntech Tech Support in the Modern Age © WildPackets, Inc. 24
  24. 24. OmniPeek Network Analyzer • OmniEngine Manager – Connect and configure distributed OmniEngines/Omnipliances • Comprehensive dashboards present network traffic in real-time – Vital statistics and graphs display trends on network and application performance – Visual peer-map shows conversations and protocols – Intuitive drill-down for root-cause analysis of performance bottlenecks • Visual Expert diagnosis speeds problem resolution – Packet and Payload visualizers provide business-centric views • Automated analytics and problem detection 24/7 – Easily create filters, triggers, scripting, advanced alarms and alerts#wp_moderntech Tech Support in the Modern Age © WildPackets, Inc. 25
  25. 25. Omnipliance Network Recorders • Captures and analyzes all network traffic 24x7 – Runs our OmniEngine software probe – Generates vital statistics on network and application performance – Intuitive root-cause analysis of performance bottlenecks • Expert analysis speeds problem resolution – Fault analysis, statistical analysis, and independent notification • Multiple issue digital forensics – Real-time and post capture data mining for compliance and troubleshooting • Intelligent data transport – Network data analyzed locally – Detailed analysis passed to OmniPeek on demand – Summary statistics sent to WatchPoint for long term trending and reporting – Efficient use of network bandwidth • User-extensible platform – Plug-in architecture and SDK#wp_moderntech Tech Support in the Modern Age © WildPackets, Inc. 26
  26. 26. Omnipliance Network Recorders Price/performance solutions for every application Portable Edge Core Ruggedized Small Networks Datacenter Workhorse Troubleshooting Remote Offices Easily Expandable Aluminum chassis / 17” LCD 1U rack mountable chassis 3U rack mountable chassis Quad-Core Xeon 2.5GHz Quad-Core Intel Xeon X3460 Two Quad-Core Intel Xeon 2.40Ghz E5530 2.4Ghz 4GB RAM 4GB RAM 6GB RAM 2 PCI-E Slots 2 PCI-E Slots 4 PCI-E Slots 2 Built-in Ethernet Ports 2 Built-in Ethernet Ports 2 Built-in Ethernet Ports 500GB and 2.5TB SATA 1TB SATA storage capacity 8/16TB SATA storage storage capacity capacity#wp_moderntech Tech Support in the Modern Age © WildPackets, Inc. 27
  27. 27. TimeLine • Fastest network recording and real-time statistical display — simultaneously ‒ 11.7Gbps sustained capture with zero packet loss ‒ Network statistics display in TimeLine visualization format • Rapid, intuitive forensics search and retrieval ‒ Historical network traffic analysis and quick data rewinding ‒ Several pre-defined forensics search templates making searches easy and fast • A natural extension to the WildPackets product line • Turnkey bundled solution ‒ Appliance + OmniEngine, OmniAdapter, OmniPeek Connect#wp_moderntech Tech Support in the Modern Age © WildPackets, Inc. 28
  28. 28. TimeLine For the most demanding network analysis tasks TimeLine 10G/40G Network Forensics 3U rack mountable chassis Two Quad-Core Intel Xeon 5560 2.8Ghz 18GB RAM 4 PCI-E Slots 2 Built-in Ethernet Ports 8/16/32/48TB SATA storage capacity#wp_moderntech Tech Support in the Modern Age © WildPackets, Inc. 29
  29. 29. WatchPointCentralized Monitoring for Distributed Enterprise Networks • High-level, aggregated view of all network segments – Monitor per campus, per region, per country • Wide range of network data – NetFlow, sFlow, OmniFlow • Web-based, customizable network dashboards • Flexible detailed reports • Omnipliances must be configured for continuous capture#wp_moderntech Tech Support in the Modern Age © WildPackets, Inc. 30
  30. 30. WildPackets Key Differentiators • Visual Expert intelligence with intuitive drill-down – Let computer do the hard work, and return results, real-time – Packet / Payload Visualizers are faster than packet-per-packet diagnostics – Experts and analytics can be memorized and automated • Automated capture analytics – Filters, triggers, scripting and advanced alarming system combine to provide automated network problem detection 24x7 • Multiple issue network forensics – Can be tracked by one or more people simultaneously – Real-time or post capture • User-extensible platform – Plug-in architecture and SDK • Aggregated network views and reporting – NetFlow, sFlow, and OmniFlow#wp_moderntech Tech Support in the Modern Age © WildPackets, Inc. 31
  31. 31. Q&A Show us your tweets! Use today’s webinar hashtag: Follow us on SlideShare! Check out today’s slides on SlideShare #wp_moderntech any questions, comments, or feedback. Follow us @wildpackets © WildPackets, Inc.
  32. 32. Thank You!WildPackets, Inc.1340 Treat Boulevard, Suite 500Walnut Creek, CA 94597(925) 937-3200 © WildPackets, Inc.