Managing User Experience During Cloud Migrations

© eG Innovations, Inc. | www.eginnovations.com
Managing User Experience
During Cloud Migrations
Service-Oriented Monitoring
and Disruptive Change

Moderator
Natalie Tomko
Digital Marketing Manager
eG Innovations
Natalie.tomko@eginnovations.com

Logistics
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Today’s Presenter
Copyright eG Innovations 4
• John Worthington, Director Product Marketing
• John.Worthington@eGInnovations.com
• 201.826.1374

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!

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

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

Disruptive Change,
Customer Expectations
and Cloud Migrations

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

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).

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’.

Utility, warranty and the digital user experience
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

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
OPERATIONAL
EXCELLENCE
INNOVATION
Business processes are
increasingly digital and
underpinned by technology.
What the service does
How the service works

Importance of service-oriented monitoring
MOT MOT MOT
App Segment 1
Legacy
APPLICATIONS
INFRASTRUCTURE
“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

Cloud Migrations and
Service-Oriented
Monitoring

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

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

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

Monitoring and
Pre-Migration Planning

Establishing a service-oriented monitoring strategy
MOT MOT MOT
App Segment 1
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

APM-only solutions leave visibility gaps
MOT MOT MOT
App Segment 1
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

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

• 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

Identifying and understanding workloads
MOT MOT MOT
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.

Identifying and understanding workloads
MOT MOT MOT
App Segment 1
APPLICATIONS
INFRASTRUCTURE
Workload 1
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.

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
 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.

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

Pre-Migration Planning
monitoring strategy
workloads
3. Capture current

Monitoring During
Cloud Migration

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

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
Application Health

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

Verification and validation testing
MOT MOT MOT
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

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

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

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?
...

Migration
readiness
perform migration
6. Validate
performance
norms

Post-Migration and
Monitoring

Post-migration performance analysis
Application Health
 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

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

Post-Migration
performance summary
findings
improvement

Service Assurance,
Monitoring and
Cultural Change

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
Segment 1 Segment 2 Segment 3
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

Converged APM/IPM and cloud migration
monitoring strategy
workloads
3. Capture current
readiness
perform migration
6. Validate
performance
norms
performance summary
findings
improvement
Pre-Migration Migration Post-Migration
Continuous Monitoring as a Program of Work

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

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

+1 (866) 526 6700 www.eginnovations.cominfo@eginnovations.com
Thank You

Managing User Experience During Cloud Migrations

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