HSI's Cloud-Hosted Foglight IT Monitoring & APM
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This document discusses the challenges that small and medium-sized businesses face with performance monitoring and how Quest Software's Foglight Performance Monitoring solution can help address those challenges by providing visibility across applications, databases, infrastructure and end-user experience to improve operational efficiency, support new application launches, and increase customer satisfaction. It provides an example of how Foglight helped a large travel company optimize their website performance.
HSI's Cloud-Hosted Foglight IT Monitoring & APM
- 1. Fortune 500 Monitoring for SMB Kent Cartwright President & CEO - HSI
- 2. 2 Performance Monitoring Is Your Monitoring Strategy Missing the Target? IT Executives IT Operations • Spend too much time in the war room pointing fingers • Don’t know about service delivery problems until end users call in • It takes too many people too long to find and fix problems • Can’t prioritize effort on problems that impact our business customers • Monitoring costs are too high • IT is not proactive enough to business needs • Customers and end users know about problems before I do • No visibility into how service delivery is impacting the business • Too many monitoring tools— some don’t deliver and I still have gaps in coverage
- 3. 3 Performance Monitoring3 What if you could elevate IT effectiveness to deliver better service results, reduce MTTR and stay proactive to business needs?
- 4. 4 Performance Monitoring Quest Software is a Leader in APM Quest is a Leader in Performance Monitoring HSI delivers it to SMB Quest Software is a Leader in the 2013 APM Magic Quadrant Quest Software is a Leader in APM “Foglight has an impressive portfolio of monitoring solutions that cover all aspects of the Forrester APM model” “EMA rates Quest Foglight APM as a strong value in the Multi- component/Suite Solutions category” “A global top ten vendor for distributed availability and performance management” “We recommend enterprise customers include Quest Software on their APM shortlist for its deep-dive capabilities across the breadth of the wider APM space.”
- 5. 5 Performance Monitoring Performance Monitoring Challenges and Successes Consolidate/Upgrade Monitoring Tools Cut operations costs and improve service delivery Improve Operational Efficiency Reduce MTTR of incidents; end war room cross-team finger pointing IT Executive Dashboards Provide real time visibility into business impact, service trends and resource utilization Improve User Experience Enhance performance for users; reduce and quickly resolve support calls Increase Transaction Conversion Rates Improve online revenue streams; understand reasons for abandonment Data Center Virtualization Ensure application and service performance on mixed infrastructure Launch Web Applications Ensure performance upon rollout & manage once in production 1 Dell Quest “We initially can’t tell if the issue is on the client, in the network, or buried in the backend infrastructure.”“The user tries to explain her problem, but it really doesn’t help me resolve it.” “We don’t know how many and which users are having this experience.” “We lack historical data to proactively detect unwanted performance trends and their root cause.” “We still learn about most problems only when a user calls.” Improve User Experience Challenges “I need to know how we deliver against SLAs over time.” “Technology metrics don’t help me understand how my customers and end users are being serviced.” “We have no visibility into asynchronous web pages (AJAX). We have no visibility into user performance via our API (SOAP).” 1 Dell Quest “We know where people are abandoning the website but we don’t understand why.” “How much money have we lost because of this conversion problem?” “I need to understand bad conversion trends immediately to reduce lost business.” “We can’t identify how many and which usersare associated with conversion issues.” “How can I bridge ‘what’shappening’ on my website to actual customer experience?” Increase Transaction Conversion Challenges “When people abandon the site, they often call customer service – which drives up our cost of service.” “We track web conversions but delays in getting reports cost usadditional revenue and market share.” 1 Dell Quest “Every time we roll out a new app, we spend weeks on conference calls pointing fingersat each other about all the problems.” “We’ll only know people are having problems when someone calls the help desk.” “ The new app is being deployed on VMware which is adding even more complexity and risk.” “How do we know the performance of the app will be as good as the developers promised?” “We modernized an existing app and we need to be sure it meets business goals on day one.” “The Help Desk struggles with new rollouts – they don’t even know what to ask users when they report a problem.” Launch Web Applications Challenges 1 Dell Quest “It takes too long to diagnose and resolve incidents.” “There’s too much finger pointing because nobody uses the same tools.” “We have no visibility into the quality of experience of our end users.” “We are unable to prioritize incidents because we don’t know which have the most business impact.” Improve Operational Efficiency Challenges 1 Dell Quest “We have many tools, but we still have problems and customer complaints.” “Our management framework has alwayspromised it can do everything, but we’re just not seeing it.” “We have to cut our tool expense as part of overall IT cutbacks.” “Open source monitors are lowest cost, but the level of capability and support are a concern for us.” “Even with all our tools, we still have gaps like the virtual infrastructure and the user experience.” “We know we need to consolidate the number of tools/vendors, but we don’t want to lose current capabilitiesor degrade service.” Consolidate / Upgrade Monitoring Tools Challenges 1 Dell Quest “Difficult to plan for growth and change.” “Unable to associate costs with use of virtual infrastructure.” “Resource sharing introduces new challenges for performance management.” “Virtual infrastructure is another domain added to the blame game.” “Cannot connect virtual infrastructure with application workloads.” CPU •Multi- Core Processors •Virtual Processors Memory •Sharing •Over- commit Network •Shared Connectivity •Load Balancing •Redundancy Disk •Shared storage •Fiber, iSCSI, NAS Data Center Virtualization Challenges The Four Core Resources 1 Dell Quest “Technology metricsdon’t help me understand how my customers and end users are being serviced.” “My customers call me to complain before I am aware of service problems.” “I need confidence that my team works on problems that matter to the business.” “I need to know how we deliver against SLAsover time.” “My management tools don’t provide information the way I want it.” Reporting and IT Executive Dashboards Challenges
- 6. 6 Performance Monitoring Make IT Operations More Effective Foglight® Performance Monitoring Optimize Business Critical Systems • Ensure service delivery meets business needs • Detect, diagnose and resolve anywhere in the stack • Focus IT on business impacting issues first Increase IT Collaboration and Effectiveness • Slash mean-time-to-resolution • Single version of the truth eliminates blame storming • Collaborative dashboards and workflows Improve Customer & End User Satisfaction • Understand the real-user experience • Increase user satisfaction and grow the business • Measure availability to users around the clock Scalable with Fast Time-to-Value • Easy deployment • Avoid rip & replace scenarios and consolidate tools to reduce costs • Reduce the effort required to monitor and optimize enterprise applications
- 7. 7 Performance Monitoring7 One Solution—Multiple Stakeholders Foglight® Performance Monitoring Collaboration Across All IT Stakeholders • NOC Incident Triage Team o NOC Technician/Engineer | NOC Management • Application Operations/Support o User Experience Managers | Web/Application Developers | Application Admins • Application Owners o Service Manager | IT/Business Liaison | VP LoB • Database Operations/Support o DBA Managers | Application DBAs | Administrative DBAs • Infrastructure Operations/Support o Virtualization Admins | System Admins | Network Admins | Storage Admins • IT Executives o CIO | VP/Director IT Ops NOC Incident Triage Team Application Owners, LoB Owners Database Operations/ Support Infrastructure Operations/ Support IT Executives Application Operations/ Support
- 8. 8 Performance Monitoring • Global Travel Giant • 19,000 Employees, 1,500 retail outlets • Maintains a fleet of 45 aircraft Challenge With an average of 1 million hits per day, and 3 million during peak periods, their website was frustrating customers with lengthy page load times and other performance-related issues. Their existing monitoring system not only was unable to help identify and resolve issues quickly enough to keep prospective customers happy, but also provided limited visibility into the user’s actual experience, making it difficult to gauge the impact of problems and understand why users abandoned the website. Results • Optimized the performance of their website and slashed MTTR (Mean-time-to-Resolution by 97%, resulting in a 30% increase in bookings • Halved the number of customer service calls from online customers • Enabled the recapturing of $193,000 in the first three months of Foglight operation.
- 9. 9 Performance Monitoring 50,000+ users, 11,500+ customers worldwide! Performance Monitoring Customers
- 10. 10 Performance Monitoring Gain control with Analysis, Advice, & Automation Virtualization Management Performance Monitoring Across the Virtual Stack • Avoid VM performance issues • Track the data path from app to the guest OS, VM and on to the disk spindle • Prevent blame storms between application, virtualization and storage teams Capacity Planning; Align Demand with Req. • Optimize CPU, memory and storage Optimize Resources; Utilization, Costs • Size VM resource allocations • Identify and remove data waste files and idle VMs • Align VM data on disk to correct block partitions Reporting and Chargeback • Calculate total showback and billing amounts • Distribute or export charge amounts • Determine operational costs for VMs, clusters, datacenters or customers Configuration Management and Compliance • Track and analyze impact of infrastructure change • Reduce outages due to change Performance Monitoring Capacity Planning Capacity Planning Performance Monitoring Optimize Resources Reporting and Chargeback Configuration Management Reporting & Chargeback Optimize Resources Capacity Planning Configuration Management
- 11. 11 Performance Monitoring Performance Monitoring and Configuration Management Foglight Network System Management Increase Network Performance And Availability • Complete visibility into network performance, fault management, and device availability across any size network • Back up configuration files automatically for routers and switches • Collect, analyze, alert, report, and archive event logs • Manage and control critical Windows updates automatically View Traffic Network Patterns And Usage • Uses real-time packet capture • Determine traffic impact on overall network health Monitor Key Network Statistics • Status, CPU, memory, disk, and interface traffic • Monitor any virtual machine • Monitor across any number of physical servers • VoIP quality metrics Analyze Collected Data Automatically • Identify changes in network behavior • Establish baselines and compare regular vs. expected activity of a device and network Network Administrator Dashboard
- 12. 12 Performance Monitoring Performance Monitoring and Configuration Management Foglight OS Performance Monitoring Provide Consistent Management for Heterogeneous Operating Systems • Files system and disk activity • Generic URL response time • Check health of process groups • Monitor key metrics on CPU utilization, top system users, memory availability and consumption, I/O an storage capacity trends Link Disparate Parts of Your IT Environment • Model system dependencies for impact analysis and diagnostics of the OS layer • Reconcile OS data with virtualization software • Manage different operating systems and platforms with a uniform approach Generate Events/Alarms on File and OS Content • Monitor log file content for errors using agents and regular expression filters System Administrator Dashboard Drill-down System Administrator Dashboard
- 13. 13 Performance Monitoring Unified and simple service delivery dashboards for both IT and the Business • Paint the full picture from end user to application server to database and back again • Understand what components support key applications and business services Everyone working off same data with personalized views • Better collaboration and faster resolution • Get the right people moving towards resolution • Keep the rest of the IT team focused Drag and drop dashboard design reduces costs • Customize existing dashboards • Create new ones for specific needs • Doesn’t require professional services to create dashboards Real-Time Visibility Into Business Impact Foglight IT Executive Dashboards 1 Dell Quest Dashboard Overview This dashboard was built by a Foglight user in the pharmaceutical industry. 1. The dashboard shows the overall health of critical applications, divisions and call centers by location. 2. Each element on the dashboard can be drilled into for additional details and to initiate triage workflows in Foglight. Application and Call Center Health Dashboard Target Audience: IT Executives Pharmacy Executive Dashboard Service Operations Console 1 Dell Quest Dashboard Overview This dashboard was built by the University of Alaska. 1. The dashboard shows the overall health of their campus datacenter locations. 2. Each location can be drilled into for additional details and to initiate triage workflows in Foglight. Target Audience: IT Management and Operations Teams University Campus Data Center Health Executive Dashboard University of Alaska Executive Dashboard Service Operations Console
- 14. 14 Performance Monitoring Gain control with Analysis, Advice, & Automation Storage Management Find and Prevent Performance Issues in storage infrastructure • Understand where an I/O bottleneck exists within the data path • Set alerts for issues and bottlenecks to be warned proactively • Organize issues based on priority and infrastructure area Understand Connection from Application to Disk • Visualize the topology of infrastructure components in the data path • Understand the status of each component in the storage infrastructure • Understand the impact of storage maintenance or array issues to the applications Gain Visibility Into Storage Infrastructure • Present findings on storage component status and topology • Export troubleshooting reports and information • Generate custom reports and create tailored dashboards bringing together data from the application to the disk Storage Management
- 15. 15 Performance Monitoring Understand Replication, Performance And Availability Issues Foglight for Active Directory Detailed Architectural Representations • Monitor all layers of the Forest • Monitor AD specific metrics and Services • Drill down to the OS level • Agentless 24/7 monitoring Monitor Domain Controllers Across Physical and Virtual Layers • Detect, Diagnose, and Resolve Issues Across Your AD Enterprise • Treat the root cause instead of chasing symptoms • Out of the box alerts and expert advice Select additional AD Metrics and the Ability to Create Custom Alarm Workflows • Allows the ability to create a custom monitoring experience for deeper AD monitoring. Domain Controller Resource Utilization, Summary, & Services Dashboard Drill-down Active Directory Forest Summary Overview
- 16. 16 Performance Monitoring Detect, Diagnose And Resolve Problems Foglight for Microsoft Exchange Dashboards Provide Logical Architectural Views • Help admins understand relationships with dashboard views of Exchange components • Understand different Exchange Server Roles and Clusters • 24.7 Agentless monitoring across both the virtual and physical layers Quickly See and Understand Current Health of the Exchange Enterprise • See historical trending data to help give a broader picture • Alarms and guidance to resolve issues • Categorized top resource consumers across the entire environment in preconfigured reports Advanced Administration • Run Synthetic Transactions Diagnostic Tests for a Deeper Level of Monitoring • Ability to select additional Exchange metrics and customize dashboards. Exchange Servers General Resources Summary Drill-down Exchange Server Summary Overview with Alarms (Mailbox Role)
- 17. Foglight Visibility Example Live Demonstration – Issue resolution workflow for SMB For more information after the webinar, email sales@hostedsi.com
- 18. 18 Performance Monitoring The Concept The Opportunity The Potential • Cloud-hosted APM • Re-sellers & Direct HSI Customers • Any US-based vertical with mission critical applications Executive Summary For more information after the webinar, email sales@hostedsi.com
- 19. 19 Performance Monitoring The 5 minute ROI For more information after the webinar, email sales@hostedsi.com
- 20. 20 Performance Monitoring How HSI Connects To You
- 21. 21 Performance Monitoring • Email sales@hostedsi.com • HSI will verify device and server counts • HSI invoices for onboarding and first month • Small VPN device delivered via FEDEX • You receive an email with your Foglight logins How to get started 2For more information after the
Editor's Notes
- #6: Increase Transaction ConversionImprove online revenue streams; understand reasons for abandonmentEnhance User Experience / Reduce Support CallsEnhance performance delivery to users; replicate problems for root cause analysisNew Web Application LaunchEnsure performance upon rollout & manage once in productionOperational EfficiencyReduce MTTR of incidents, end the war room and cross-team finger pointingData Center VirtualizationEnsure application performance and service delivery on mixed infrastructureTool Consolidation and UpgradeCut operations costs without impacting service or improve service with same investmentIT Executive DashboardsReal time visibility into business impact, service trends and resource utilizationIf your organization has current projects to address these challenges, we can dig deeper….
- #7: Dell Performance Monitoring is a portfolio of best-of-breed solutions (Application Performance Monitoring, Database Performance Monitoring and Infrastructure Performance Monitoring integrated on a common architecture model called Foglight. TheFoglight model ensures seamless integration and encourages cross-team collaboration to simplify the performance monitoring process.These three solution areas work together to help you:Optimize Business Critical SystemsIncrease IT Collaboration and EffectivenessImprove customer & End user SatisfactionDeploy Scalable Monitoring and Management Solutions with Fast Time-to-Value
- #8: The common architecture model in Foglight provides a “single version of the truth”—collecting, correlating and managing all data from your monitored systems.Role-based dashboards are provided to increase individual stakeholders productivity while cross-team workflows enable effective collaboration across IT.
- #10: Thousands of customers have seen value and continue to use Foglight around the world.We currently are earning the business of hundreds of new customers every quarter and we’re honored that many customers have been with us for nearly a decade.
- #18: Key PointsFoglight supports a variety of technology domains and we can’t show them all todayBut here’s give you a quick overview of other areas that Foglight can cover