Who Broke My Cloud? SaaS Monitoring Best Practices

1© 2018 ThousandEyes Inc. All Rights Reserved.
Alex Henthorn-Iwane, VP Product Marketing

• Welcome & Introduction
• The Problem
• Visibility for the Cloud
• Cloud Readiness Lifecycle
• Q&A
Agenda

About ThousandEyes
Network Intelligence solution
that helps you understand
performance from every user
to every application over any
network
Routing
User App
End-to-End Performance Data
App
Performance
User
Experience
Network
Topology
Routing
Topology
Enterprise, Endpoint and Cloud Agents
Network
Connectivity
Device
Performance
18/20
top SaaS
companies
5/6
top US banks
50+
Fortune 500
companies
8/10
top global
software
companies

4© 2018 ThousandEyes Inc. All Rights Reserved.© 2018 ThousandEyes Inc. All Rights Reserved.
The Problem

Cloud First is Becoming Reality
“By 2020, more compute
power will have been sold by
IaaS and PaaS cloud
providers than sold and
deployed into enterprise data
centers.” “More leading-edge IT
capabilities will be available
only in the cloud, forcing
reluctant organizations
closer to cloud adoption.”
Gartner, Market Insight: Cloud Computing's Drive to
Digital Business Creates Opportunities for Providers

PCAP
SNMP
Flow
Branch Office
Branch Office
Branch Office
Branch Office
Data
Center
What Cloud Does to Networking

Networks and Services You Don’t Control
“Network issues are one of (if not the ) the leading causes of
performance issues for Office 365.” -Gartner

From MPLS to Internet: What Changes?
• Predictable
• One neck to choke
• Infrastructure monitoring
• Unpredictable
• Many providers
• Traditional monitoring
inaccessible

Not All SaaS Delivery Is Created Equal
• Some delivered via a CDN • Some delivered from
single data center
• And some change their
delivery models overnight

You Still Own Service
Delivery Outcomes
“I&O leaders are still
ultimately responsible for
the uptime and performance
of cloud-hosted
applications, even though
performance degradations
or outages may be beyond
their control.”
Network Performance Monitoring Tools Leave Gaps in Cloud
Monitoring, Gartner 00301635, May 2016

Learning the Hard Way
• Fortune 500 Real Estate and
Property Mgmt Firm
• Deployed Office 365 Sharepoint
• Poor performance from many
global locations
• Extreme difficulty in isolating root
cause
• Regular escalations to CIO (!!)
“Noticeable performance degradation for SharePoint Online,
once round-trip latencies exceed 25ms” --Gartner

Embrace a Cloud Readiness Lifecycle
• Internet unpredictability is a “new
normal” that must be baselined to
de-risk rollouts
• Speed and accuracy of service provider
escalation is key to MTTR
• Visibility is critical to containing helpdesk
costs and delivering user experience
Key take-away: Visibility should move left
on your cloud project timeline
Continuous Readiness for the Cloud
ReadyOperate
Deploy

Cloud Readiness Lifecycle

ThousandEyes Delivers Network Intelligence
Enterprise Agents
1. Active monitoring: simulated
application transactions paired with
deep network visibility tests.
2. Generates app and network performance
data, including the precise L3 path across
the Internet.
3. Run active monitoring tests from:
• 150+ cities on the Internet to customer-
facing websites & apps
• DC, IaaS, branch sites, user endpoints
to cloud apps & services.
4. Cloud platform algorithmically cross-
correlates data, provides easy to
understand visualizations.
Endpoint Agents
SaaS
Users
Data Center
IaaS
INTERNET
Cloud Agents

3
Washington, DC
ston, MA
Dallas, TX
Hong Kong
182.50.78.169
182.50.78.41
San Francisco, CA
182.50.78.169
182.50.78.41
Visualize your
network topologies
the way that critical
services flow over it
© 2017 ThousandEyes Inc. All Rights Reserved.
See faults and
dependencies in context
See Every Network Like It’s Your Own

Quickly Surface Insights with Collective Data
NTT
in Virginia
Los Angeles
Cloud Agent
Boston
Enterprise Agent
New York
Cloud Agent
Comcast
in Denver
Salesforce
Google
AWS
Customer 1
Customer 2
Algorithms sort through the
data of all ThousandEyes
users to find the answer
Immediately identify
issues from complex
behaviors

Washington, DC
Manage Stakeholders and Providers with Shared Data
Your Network Your ISP Cloud or CDN
Snapshots
Dashboards /
ReportsAlerts

Readiness Phase
• Establish monitoring footprint
– Fast start using cloud vantage points
– Follow-up with enterprise location and end user vantage
points
• Baseline performance, configure reporting and train
staff
– Define success: baseline metrics, alerting thresholds
– Communicate success criteria to stakeholders
– Create dashboards and reports
– Train service desk, NOC and engineering staff
• Remediate and train service providers
– Find and fix issues ahead of roll-out
– Establish escalation processes organized around share-links
Ready

Key Considerations
• Response Times and Page Load Times impact User Experience
– Measure the contributing components (DNS resolution time, Network Latency,
SSL Time, Server Wait Time)
• Compare on-net and off-net performance
– Is a user at a corporate site experiencing better/worse/equal performance to a
user on the Internet in the same region?
– If worse, where is the bottleneck?
• Collect End User Measurements
– Decode helpdesk calls about “poor performance” – what does that mean?
– Collect app and network layer stats – what needs improvement?

Automate Readiness
Old Way New Way
• Find technical users in each office to
pilot & test performance
• Manually track performance
complaints & correlate to specific
locations/networks
• Run pings & traceroutes to test
network performance
• Run scripted transaction tests at fixed
intervals throughout the day
• Schedule reports that correlate
performance to specific networks,
regions and locations
• Measures network path performance
with hop-by-hop metrics throughout
the day

Understand Response Times

Pinpoint Root Causes, Proactively Remediate

Readiness Phase Benefits
• “Site prep” of Internet
dependencies
• Clear success criteria
• Strong internal and external
support processes

Deployment Phase
DeployBuild
dashboards
Deploy
licenses
Find / fix
operations
Deliver wrap-up
performance reports
De-risk rollouts Respond rapidly
to issues
Enable self-service

Operations Phase
• Monitor for changes in provider architectures
• Recalibrate baseline metrics over time
• Find/fix operations
• Track:
– # service escalations
– Overall MTTR
– MTTR per provider
• Review provider performance against SLAs
Operate

Comparing Operations Approaches
Old Way New Way
• Highly subjective user experience data
from the field
• Helpdesk struggles to understand &
diagnose end-user issues – long
helpdesk calls – high cost
• Non-technical users struggle with end-
point diagnostics: WiFi signal strength,
pings, traceroutes etc.
• Consistent user measurement stats
from the field
• Helpdesk has real-time and historic
app and network performance stats
for each user at their fingertips
• Automatically gather endpoint
network stats

Operations Phase Benefits
• Higher service desk
productivity
• Reduced headcount on
escalation calls
– 100 person call = $10Ks per
hour
• Faster, higher level provider
escalation
• Optimal user experience
• Agility

There’s no
such thing as
steady state in
the cloud
ReadyOperate
Deploy

Resources
• E-Book:
– Network Intelligence and the
Modern Enterprise WAN
• White Papers:
– Monitoring Secure Web
Gateways with ThousandEyes
• Request a demo or start a
free trial of ThousandEyes

Thank you

Who Broke My Cloud? SaaS Monitoring Best Practices

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