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Managing User Experience During Cloud Migrations

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Competition in the digital services world is about managing the customer experience. The cloud is an operating model, and migrating workloads to the cloud involves much more than ‘lift & shift’. In fact, the heavy lifting of cloud migrations may be much more about people than technologies.

Managing customer expectations requires that the user experience be at least as good—if not better—after a cloud migration than it was before the migration took place. Customers really don’t care about the ‘cloud’ per se, they care about the outcomes that cloud-based services can provide.

Learn how you can manage customer expectations and leverage services-oriented monitoring as a program of work within a cloud migration.

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Managing User Experience During Cloud Migrations

  1. 1. © eG Innovations, Inc. | www.eginnovations.com Managing User Experience During Cloud Migrations Service-Oriented Monitoring and Disruptive Change
  2. 2. © eG Innovations, Inc. | www.eginnovations.com Moderator Natalie Tomko Digital Marketing Manager eG Innovations Natalie.tomko@eginnovations.com
  3. 3. © eG Innovations, Inc. | www.eginnovations.com Logistics Please submit your questions at any time during the webinar using the questions panel on the GoToWebinar client. This webinar is being recorded. You will receive a link to the recording in a few days. A copy of this presentation is posted on Slideshare: http://www.slideshare.net/eginnovations/
  4. 4. © eG Innovations, Inc. | www.eginnovations.com Today’s Presenter Copyright eG Innovations 4 • John Worthington, Director Product Marketing • John.Worthington@eGInnovations.com • 201.826.1374
  5. 5. © eG Innovations, Inc. | www.eginnovations.com Agenda Introduction Disruptive Change, Customer Expectations and Cloud Migrations Cloud Migrations and Service-Oriented Monitoring Service Assurance, Monitoring and Cultural Change Conclusion All attendees will be sent a copy of the White Paper, Best Practices for Assuring Performance in Cloud Migrations after the webinar!
  6. 6. © eG Innovations, Inc. | www.eginnovations.com About eG Innovations Worldwide Locations Global Headquarters: Singapore US Headquarters: New Jersey Founded in 2001 eG Innovations is a provider of enterprise-class application and IT infrastructure performance management software that delivers end-to-end monitoring, diagnosis, reporting and analytics across on-premises, cloud, and hybrid IT environments. Faster diagnosis and resolution of performance problems Enhanced service delivery and user satisfaction Maximum business productivity and cost savings Accelerated IT deployments and production rollouts Improved user experience and customer satisfaction Transform IT Service Delivery into Business Advantage
  7. 7. © eG Innovations, Inc. | www.eginnovations.com What we do... eG Enterprise takes measurements at every layer of every component of an end-to-end IT service, learns the norms of all measurements, and through patented analytics automatically isolates which layer of which component is the source of an anomaly. Today we do this across any cloud deployment model and from code to bare metal. Thorough coverage, across every layer and every tier. Immediate, actionable insights across dynamic and distributed infrastructures Rapid troubleshooting and remediation via automated problem diagnosis
  8. 8. © eG Innovations, Inc. | www.eginnovations.com Disruptive Change, Customer Expectations and Cloud Migrations
  9. 9. © eG Innovations, Inc. | www.eginnovations.com Disruptive change • Disruptive innovation is an innovation that creates a new market and value network and eventually disrupts an existing market and value network, displacing established market- leading firms, products, and alliances 1 • These ‘strategic wake-up calls’ increase the urgency and pressure for change 1 Wikipedia
  10. 10. © eG Innovations, Inc. | www.eginnovations.com Cloud migration is an element of disruptive change • Gartner forecasts worldwide public cloud revenue to grow 21.4 percent in 2018 • By the end of 2018, more than half of global enterprises will rely on at least one public cloud platform for digital transformation, Forrester predicts. • The 2018 State of the CIO survey results from CIO.com list cloud computing as ranking third (28 percent), behind enterprise applications (35 percent), and data/business analytics (33 percent).
  11. 11. © eG Innovations, Inc. | www.eginnovations.com Customer expectations • Customers want successful outcomes SUCCESSFUL CUSTOMER OUTCOME MOT MOT MOT Moments of Truth are everywhere the customer touches your business process, or your business process touches the customer. Digital disruption can radically change or eliminate these ’touch points’.
  12. 12. © eG Innovations, Inc. | www.eginnovations.com Utility, warranty and the digital user experience SUCCESSFUL CUSTOMER OUTCOME MOT MOT MOT Value Created “58% reported that monitoring IT performance from user perspective as a strategic goal for IT transformation” – Digital Enterprise Journal Customer experience is the new competitive battlefield What the service does How the service works
  13. 13. © eG Innovations, Inc. | www.eginnovations.com Importance of service-oriented monitoring MOT MOT MOT App Segment 2 App Segment 3 App Segment 4 End-to-End Digital Business Service App Segment 1 Legacy Cloud Resource Pools APPLICATIONS INFRASTRUCTURE SUCCESSFUL CUSTOMER OUTCOME OPERATIONAL EXCELLENCE INNOVATION Business processes are increasingly digital and underpinned by technology. What the service does How the service works
  14. 14. © eG Innovations, Inc. | www.eginnovations.com Importance of service-oriented monitoring MOT MOT MOT App Segment 2 App Segment 3 App Segment 4 End-to-End Digital Business Service App Segment 1 Legacy Cloud Resource Pools APPLICATIONS INFRASTRUCTURE SUCCESSFUL CUSTOMER OUTCOME “there are still a lot of enterprise workloads -- 44% by IBM's estimate -- that will remain on dedicated servers, said Arvind Krishna, senior vice president for hybrid cloud at IBM and director of IBM Research. For many businesses, it's too disruptive to refactor applications for cloud computing.” -- TechTarget The reality is that each segment of a digital service can have different applications, ecosystems and multiple devices and providers
  15. 15. © eG Innovations, Inc. | www.eginnovations.com Cloud Migrations and Service-Oriented Monitoring
  16. 16. © eG Innovations, Inc. | www.eginnovations.com Cloud migration and digital transformation Transformation Goals • Wake-up calls • Changes in mindsets, culture • Greatest degree of uncertainty Transition Objectives • Programs / Implementation (business & human objectives met) • Boundaries may be uncertain • Significant stakeholder management Developmental Plans i.e., projects: • Projects / Installation (on-time, on-budget, technical objectives met) • Process adaptation & improvement Pre- Migration Planning Migration Post- Migration Analysis Pre- Migration Planning Migration Post- Migration Analysis Pre- Migration Planning Migration Post- Migration Analysis Cloud Migrations and Digital Transformation
  17. 17. © eG Innovations, Inc. | www.eginnovations.com Cloud migration and monitoring • Cloud migration paths have many workstreams – Governance, cost management, security, etc. • Lack of a monitoring workstream results in: – Ineffective baselines of existing end user experience – Fragmented monitoring portfolios and lack of an end-to-end view of performance – Increased re-work, costs and cycle time Pre-Migration Planning Migration Post-Migration Initiate Discover Design Migrate Integrate Validate Operate Optimize Generic Cloud Migration Path
  18. 18. © eG Innovations, Inc. | www.eginnovations.com Managing End User Performance in Cloud Migrations Pre-Migration Migration Post-Migration 1. Establish an end-to-end monitoring strategy 2. Identify & understand workloads 3. Capture current performance baselines 4. Ensure organizational readiness 5. Verify targets and perform migration 6. Validate performance norms 7. Compile post-migration performance summary 8. Feedback/agree on findings 9. Establish continual improvement
  19. 19. © eG Innovations, Inc. | www.eginnovations.com Monitoring and Pre-Migration Planning
  20. 20. © eG Innovations, Inc. | www.eginnovations.com Establishing a service-oriented monitoring strategy MOT MOT MOT App Segment 2 App Segment 3 App Segment 4 End-to-End Digital Business Service App Segment 1 SUCCESSFUL CUSTOMER OUTCOME Network Storage Servers Virtualization OS Middleware Runtime Data Applications Network Storage Servers Virtualization OS Middleware Runtime Data Applications Network Storage Servers Virtualization OS Middleware Runtime Data Applications Network Storage Servers Virtualization OS Middleware Runtime Data Applications Private IaaS PaaS SaaS Client Managed Provider Managed In a cloud, you release control of so many areas that it’s important to retain simplicity in the areas you can still control. Whether you move your on- premises infrastructure to the cloud or create new solutions there, make sure you do the availability math ... and are prepared for the chaos. - Cloud Native Infrastructure, O’Reilly Media
  21. 21. © eG Innovations, Inc. | www.eginnovations.com APM-only solutions leave visibility gaps MOT MOT MOT App Segment 2 App Segment 3 App Segment 4 End-to-End Digital Business Service App Segment 1 SUCCESSFUL CUSTOMER OUTCOME Network Storage Servers Virtualization OS Middleware Runtime Data Applications Network Storage Servers Virtualization OS Middleware Runtime Data Applications Network Storage Servers Virtualization OS Middleware Runtime Data Applications Network Storage Servers Virtualization OS Middleware Runtime Data Applications Private IaaS PaaS SaaS Client Managed Provider Managed APPLICATIONS INFRASTRUCTURE APM-only solutions still leave performance visibility gaps. Issues associated with the underlying application ecosystems, whether they are on- premises or in the cloud, are not included in any performance correlation. End User Experience Monitoring Business Transaction Tracing
  22. 22. © eG Innovations, Inc. | www.eginnovations.com Monitoring portfolio optimization IT teams • Investigate every infrastructure tier • Get into a war room; engage problem management resources IT service manager or helpdesk staff • Looks at centralized dashboard • Gets performance visibility of all infrastructure tiers • Pinpoints the problematic tier quickly • And, informs the right personnel for troubleshooting • Get end-to-end visibility from one console • Provide insights to pinpoint the root cause of problems • Automated discovery, monitoring, and script-based actions for self-healing • Provide proactive, trustworthy alerts • Simple interface allows (non-experts) to use the tool for problem triage • Needed only when there is expertise required to solve a complex problem • Non-performance monitoring requirements • Highly specific to technical domains and subject matter experts • Point solutions Specialized Tools Service-Oriented Monitor
  23. 23. © eG Innovations, Inc. | www.eginnovations.com • Seek to optimize your monitoring portfolio over time, based on feedback and business-driven performance requirements Perform an audit of existing tools • Find overlapping, unused, and redundant tools • Decommission tools contributing to shelf-ware Build a monitoring strategy • Use the single-pane-of glass as your go-to solution for monitoring & diagnosis • Domain experts can use their point solutions for deeper analysis You cannot replace all your point solutions Monitoring portfolio optimization
  24. 24. © eG Innovations, Inc. | www.eginnovations.com Identifying and understanding workloads SUCCESSFUL CUSTOMER OUTCOME MOT MOT MOT App Segment 2 App Segment 3 App Segment 4 End-to-End Digital Business Service App Segment 1 Digital User Experience APPLICATIONS INFRASTRUCTURE Workload 1 Workload 2 Workload 3 Workload 4 Whether an existing workload is suitable for migration to a cloud is very much dependent on the application and its supporting ecosystem.
  25. 25. © eG Innovations, Inc. | www.eginnovations.com Identifying and understanding workloads SUCCESSFUL CUSTOMER OUTCOME MOT MOT MOT App Segment 2 App Segment 3 App Segment 4 End-to-End Digital Business Service App Segment 1 Digital User Experience APPLICATIONS INFRASTRUCTURE Workload 1 Workload 2 Workload 3 Workload 4 The ability to map software to the physical and logical runtime architecture needed to run the workload, commonly called a topology... ...is essential for assessing the feasibility of a workload for migration to the cloud.
  26. 26. © eG Innovations, Inc. | www.eginnovations.com Capture current performance baselines Business Transaction Health Application Health Infrastructure Health Create Order Create Invoice Ship Product Digital Business Service Real User Monitoring | Synthetic Monitoring | Business Transaction Tracing Order Service Invoice Service Logistics Service Legacy Data Ctr Private Cloud Public Cloud Topology Discovery | Code-Level Correlation Pre-Emptive Alerting | Automated Diagnostics | Capacity Planning | Right Sizing Digital User Experience  User experience  Business transactions  Application performance  Infrastructure performance A comprehensive baseline of current performance will significantly reduce migration risk. This requires baseline information at every level, and across all tiers of the application architecture.
  27. 27. © eG Innovations, Inc. | www.eginnovations.com Capture current performance baselines  User experience  Business transactions  Application performance  Infrastructure performance Baselining must not be a ‘once-and-done’ activity! Continuous monitoring and baselining is required to maintain performance, reduce risk and manage costs. Using multiple toolsets is expensive and ineffective. Diagnosing performance issues in pre-production and production environments requires significant efforts from multiple teams and can result in delays in the rollout and delivery of new projects. - Cloud Standards Customer Council
  28. 28. © eG Innovations, Inc. | www.eginnovations.com Pre-Migration Planning 1. Establish an end-to-end monitoring strategy 2. Identify & understand workloads 3. Capture current performance baselines
  29. 29. © eG Innovations, Inc. | www.eginnovations.com Monitoring During Cloud Migration
  30. 30. © eG Innovations, Inc. | www.eginnovations.com Ensuring organizational readiness • Cloud migrations drive operating model change • Total performance visibility is critical to improving organizational transparency and trust Process & Service Owners Managers Practitioners Service Design Service Transition Service Operation Plan & Build Release Operate ITIL© DevOps DevOps organizations will seek to structure around capabilities and is more dynamic; i.e., ‘Team of Teams’ ITIL structures emphasizes cross-functional processes and services Business Capability Teams Product Owner Designer Developers Testers Shared Services Teams Service Owner Deployment Staff Testers Engineers IT Operations Management Application Management Infrastructure Management Ops Control / Facilities Mgt Service DeskService Management for the Digital Age The most important part of the VeriSMTM approach is accepting that service management is part of everyone’s role and an essential organizational capability. There isn’t a VeriSMTM team, or a department locked away behind a closed door. Everyone at every level of the organization has a role to play. Operating Models IaaS PaaS SaaS Waterfall | Agile | ITSM / DevOps | Continuous Delivery Physical Infrastructure | Virtualization | SDDC | Cloud Native Multi-Mode Operating Models
  31. 31. © eG Innovations, Inc. | www.eginnovations.com Importance of maintaining a service orientation • A service orientation keeps all stakeholders aligned to value Businesses must empower employees at all levels of the organization to act in direct alignment with strategy, where that strategy enables the meeting of customer expectations—without exception.” – Customer Expectation Management 2013 Revised Edition Business Transaction Health Application Health Infrastructure Health Create Order Create Invoice Ship Product Digital Business Service Real User Monitoring | Synthetic Monitoring | Business Transaction Tracing Order Service Invoice Service Logistics Service Legacy Data Ctr Private Cloud Public Cloud Topology Discovery | Code-Level Correlation Pre-Emptive Alerting | Automated Diagnostics | Capacity Planning | Right Sizing Digital User Experience
  32. 32. © eG Innovations, Inc. | www.eginnovations.com Verify targets and perform migration Process & Service Owners Managers Practitioners Service Design Service Transition Service Operation Plan & Build Release Operate ITIL© DevOps DevOps organizations will seek to structure around capabilities and is more dynamic; i.e., ‘Team of Teams’ ITIL structures emphasizes cross-functional processes and services Business Capability Teams Product Owner Designer Developers Testers Shared Services Teams Service Owner Deployment Staff Testers Engineers IT Operations Management Application Management Infrastructure Management Ops Control / Facilities Mgt Service Desk Verification and validation testing apply regardless of whether you are using waterfall or iterative development (i.e., agile) approaches. App Segment 2 App Segment 4 Front-end ‘systems of innovation’ may leverage agile techniques... ...while back-end ‘systems of record’ may require traditional waterfall development. Software Engineering Institute
  33. 33. © eG Innovations, Inc. | www.eginnovations.com Verification and validation testing SUCCESSFUL CUSTOMER OUTCOME MOT MOT MOT End-to-End Digital Business Service Digital User Experience APPLICATIONS INFRASTRUCTURE End-User Experience Monitoring User-Defined Transaction Profiling Application Topology Discovery & Visualization Application Component Deep Dive Analytics & Reporting End-to-End Infrastructure Visibility Automatic, Cross-Tier Diagnosis Preemptive Detection & Alerting Configuration change Tracking and Correlation Auto-Baselining and Thresholding Comprehensive Reporting & Trending Automatic Topology/Dependency Mapping Testing requires a much deeper view of how things work • End-User Experience Monitoring • Deep-Dive Performance Monitoring of Application Components • Analysis of Multi-Step Transactions • Transaction-Based Troubleshooting • Root Cause Analysis • SLAs and Metrics for Business Managers • Analytics and Reporting • Addressing the Role of the Internet in an Application's Infrastructure • Mobile User Issues
  34. 34. © eG Innovations, Inc. | www.eginnovations.com Verification and validation testing in the cloud • Auto-diagnosis of performance within and between all components, regardless of cloud deployment model, accelerates verification and validation testing Consistent, layered views of performance across all digital business services • Both legacy and cloud deployments • Auto-baseline services, segments and components • Auto-correlate across tiers and layers • Personalized, role-based views and dashboards
  35. 35. © eG Innovations, Inc. | www.eginnovations.com Overall AWS Cloud health Monitor health, performance/ availability and demand/consumption of AWS services Consistency in performance analysis • Is web-based (HTTP/HTTPS) access to the cloud available? • Does it take an unreasonably long time to establish contact with the cloud? • How many regions does the cloud support? What are they? • Is any region unavailable? • Were any connectivity issues experienced while attempting to connect to a region? If so, which region is this? • How many availability zones exist in each region? What are they? • Is any availability zone currently unavailable? ... Cloud Model
  36. 36. © eG Innovations, Inc. | www.eginnovations.com AWS Region/Zone/Instance health Consistency in performance analysis AWS Region Model • Is web-based (HTTP/HTTPS) access to the region available? • Does it take an unreasonably long time to establish contact with the region? • How many availability zones exist in the monitored region? What are they? • Is any availability zone currently unavailable? If so, which one is it? • Are all instances launched in the region accessible over the network? • Are any instances powered off currently? ...
  37. 37. © eG Innovations, Inc. | www.eginnovations.com Migration 4. Ensure organizational readiness 5. Verify targets and perform migration 6. Validate performance norms
  38. 38. © eG Innovations, Inc. | www.eginnovations.com Post-Migration and Monitoring
  39. 39. © eG Innovations, Inc. | www.eginnovations.com Post-migration performance analysis Business Transaction Health Application Health Infrastructure Health Create Order Create Invoice Ship Product Digital Business Service Real User Monitoring | Synthetic Monitoring | Business Transaction Tracing Order Service Invoice Service Logistics Service Legacy Data Ctr Private Cloud Public Cloud Topology Discovery | Code-Level Correlation Pre-Emptive Alerting | Automated Diagnostics | Capacity Planning | Right Sizing Digital User Experience  User experience  Business transactions  Application performance  Infrastructure performance End User Experience Dashboards Real User Monitoring Business Topologies and Transaction Tracing Code-Level Correlation The Devil’s in the Details! Capacity Planning & Optimization Dynamic Baselining Migration Analysis
  40. 40. © eG Innovations, Inc. | www.eginnovations.com Feedback loops and agreeing on findings • Value to customer (Utility/Warranty objectives met) • Cost/Benefit (business case objectives met) • Organizational development (cultural change objectives met) • Implementation (stakeholder objectives met) • Operating model (process objectives met) • Program (road map objectives met) • Installation (technical objectives met) • Training (knowledge transfer objectives met) • Project (budget and schedule objectives met) Pre- Migration Planning Migration Post- Migration Analysis Pre- Migration Planning Migration Post- Migration Analysis Pre- Migration Planning Migration Post- Migration Analysis
  41. 41. © eG Innovations, Inc. | www.eginnovations.com Post-Migration 7. Compile post-migration performance summary 8. Feedback/agree on findings 9. Establish continual improvement
  42. 42. © eG Innovations, Inc. | www.eginnovations.com Service Assurance, Monitoring and Cultural Change
  43. 43. © eG Innovations, Inc. | www.eginnovations.com The heavy lifting of cloud migrations: driving cultural change • Service oriented monitoring can improve transparency MOT MOT MOT Converged Application/Infrastructure Health Legacy Private/ Hybrid Public Order App Invoice App Logistics App Workload 1 Workload 2 Workload 3 Segment 1 Segment 2 Segment 3 End-to-End Digital Business Service Business Transaction Health Digital User Experience Cloud Resource Pools Segment 4 C-Level Exec Application Owner, IT Service Manager Helpdesk, Support Staff IT Admins: (Network, Systems, etc.) IT Ops Lead, IT Manager/Director IT Architects, IT Consultants • High-level reports of overall service health • Service-level view • User impact • Application slowdowns • Performance assessment • Migration reports • Infra right-sizing and optimization • Validate user experience problems in real time • Identify the source of problem, involve the right experts • Overall IT infra health • Resource usage patterns • Capacity planning • Quickly identify which tier is causing a problem • Eliminate blame game • Get deep insights for troubleshooting “...many large IT implementations fail because they require a mindset and culture change that does not occur, i.e., the new systems require people to share information across strongly held boundaries or put the needs of the enterprise over their own turf agendas.” Linda Ackerman Anderson; Dean Anderson. The Change Leader's Roadmap: How to Navigate Your Organization's Transformation (J-B O- D (Organizational Development)) (Kindle Location 142). Kindle Edition. Organizational Capability/Maturity
  44. 44. © eG Innovations, Inc. | www.eginnovations.com Converged APM/IPM and cloud migration 1. Establish an end-to-end monitoring strategy 2. Identify & understand workloads 3. Capture current performance baselines 4. Ensure organizational readiness 5. Verify targets and perform migration 6. Validate performance norms 7. Compile post-migration performance summary 8. Feedback/agree on findings 9. Establish continual improvement Pre-Migration Migration Post-Migration Continuous Monitoring as a Program of Work
  45. 45. © eG Innovations, Inc. | www.eginnovations.com Establishing continuous monitoring Developers Systems Engineers A Single Pane of Glass View of Performance for the entire Service Team Observability Monitoring A transparent, single pane of glass view of end-to- end performance can help staff develop the skills needed for the Digital Age
  46. 46. © eG Innovations, Inc. | www.eginnovations.com Summary  Monitoring can help with the heavy lifting of cloud migrations (people), and can optimize your monitoring portfolio over time  You cannot manage customer expectations if you cannot manage performance; monitoring must be a program of work  Service-oriented monitoring can help before, during and after cloud migration
  47. 47. © eG Innovations, Inc. | www.eginnovations.com
  48. 48. © eG Innovations, Inc. | www.eginnovations.com +1 (866) 526 6700 www.eginnovations.cominfo@eginnovations.com Thank You

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