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Improve_Application_Availability_and_Performance_Sales_Crib_Sheet.pdf

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منیزہ ہاشمی
منیزہ ہاشمی

ThousandEyes provides network performance monitoring and visibility tools to help organizations ensure optimal application performance and end-user experience. It offers different agent types that are deployed across networks and endpoints to measure connectivity and performance. Key tests and metrics help identify issues affecting applications and users. The solution helps technical and business stakeholders reduce troubleshooting time, maintain service level agreements, and improve digital experiences for customers interacting with applications anywhere.

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ELEVATOR PITCH Customers expect a great user experience in todayʼs digital environment. They expect an application to connect seamlessly, have snappy performance and have responsive design to work on any device anywhere. The customer digital experience relies heavily upon availability and optimal performance of applications. As business becomes ever more dependent on cloud- based services and the Internet, ThousandEyes visibility becomes a must- have. ThousandEyes gives unprecedented insight into the performance of application connectivity and how degradation impacts user experience. ThousandEyes insights significantly reduce the time it takes to mitigate any issues. FEATURE FUNCTION COMPONENTS ThousandEyes offers agents, vantage points on the network, that execute tests to measure end-user digital experience. The agent type applicable will depend on the customerʼs use case. They are: Cloud Agents are installed and maintained by ThousandEyes in 193 cities across 58 countries. These agents are located in tier2 & 3 ISPs, broadband networks, co-lo facilities and cloud infrastructure to give both geographic spread and different provider type perspectives. Cloud Agents are used where the enterprise needs ʻoutside-inʼ visibility of mainly the customer digital experience, and to a lesser extent employees. Enterprise Agents are deployed into the customer infrastructure at locations across the enterprise estate. These agents are available in many form-factors to suit different enterprise environments. Used for ʻinside-outʼ monitoring across the enterprise WAN, SD-WAN, or hybrid WAN, through an egress point, across the Internet and on to cloud-hosted apps, enterprise agents give insight into the employee digital experience. Endpoint Agent is deployed onto employeesʼ laptops to measure the userʼs experience whether theyʼre working from the office, home, or on the road. EndPoint agents allow support to quickly determine whether productivity impacting problems are the local wi-fi, the employeeʼs ISP or elsewhere in the public infrastructure. Taken together, the Endpoint deployment provides monitoring of the applicationʼs health and performance, for both self- hosted and SaaS based apps. Relevant Tests ThousandEyes has a test suite of 14 different test types. Most are applicable in monitoring application availability and performance. In aggregate these tests provide insight into the applicationʼs performance and the end-userʼs digital experience. Key tests are: Transaction Test: the test follows a script replicating a user ʻjourneyʼ through a web- based app. The test gathers throughput and response metrics. HTTP Page Load: Similar to a transaction test except no script is followed, only a single page is loaded. Metrics are otherwise the same as above. HTTP Server Test: This test measures the availability, responsiveness and throughput of the server across the HTTP connection phases including SSL negotiation. Network Test: This test measures packet loss, jitter and latency between the testing agent and a target. BGP Test: This test provides insight into the state of the internetwork topology from a BGP perspective as pertains to the IP prefix covering the target of the test. Browser Sessions View: this is generated by the EndPoint Agent and shows actual user experience while interacting with a web- based app. BUYER PROFILE BUSINESS ISSUES Economic Buyer (C-Suite, VP) • Customer Experience and Business Impact - business reputation in jeopardy • Mitigate business continuity risks in SaaS/IaaS/PaaS rollout strategies • Reduction in MTTI/MTTR • Maintaining customer SLAs/OLAs • Revenue loss and brand damage • Customer NPS (cNPS), and CSAT customer satisfaction scores; customer retention and acquisition becoming more difficult • Shift to digital environment has caused increase in help desk costs and loss in productivity due to brown-outs Technical Buyer (IT Director, Manager) • IT reputation in jeopardy • Lack of visibility into customer digital experience from remote locations • Spike in support tickets and customer frustration • Unpredictable app performance and increased difficulty in troubleshooting • Multiple ISPs, SaaS and Cloud providers • No automated alerting when issues arise • No way to share data with external vendors • Ability to proactively identify and escalate external provider issues • Ownership of problem resolution between IT teams and external vendors Key Stakeholders for Customer Digital Experience • CIO • Enterprise Application Owners • Cloud Architects/Owners • Lines of Business for SaaS applications (i.e. Salesforce – sales, Workday – HR, ServiceNow – IT and other support Improve Application Availability and Performance sales crib sheet ThousandEyes Partner
Improve Application Availability and Performance Page 2 teams) QUALIFYING QUESTIONS Economic Buyer (C-Level or Vice President) • Have your SaaS project rollouts met their schedule, budget, and ROI goals? • Do your IT teams have efficient ways to troubleshoot when issues arise for customers? • What are your most critical customer-facing SaaS applications? • What challenges have you faced providing consistent application accessibility across all types of device? Technical Buyer (IT Director, Manager) • How do you differentiate performance related issues on the network vs. the application vs. the application for remote workers? • What methods do you have to ensure a great customer digital experience for your end consumers? • How do you currently troubleshoot/identify customer connectivity issues to SaaS applications? • How much time do you spend triaging issue between your infrastructure vs. ISP (internet) vs. SECaaS (security) vs. SaaS (applications)? • How do you stay accountable to your customer SLAs or SLAs with external providers? • When is the last time you had an outage with your ISP? With a SaaS provider? • How long did it take to remediate? • How do you prepare for application delivery readiness? • Baselining application performance when moving from on-prem to cloud for example? • How did you manage unpredictable connectivity in countries such as China? • Do you use a cloud proxy? • How do you monitor its performance impact on your employee experience? OBJECTION HANDLING What does it mean now that you are part of Cisco? Embedding ThousandEyes technology into Ciscoʼs networking and applications portfolio will give unprecedented intelligence on the largest deployed base of networking equipment in the world. ThousandEyes further complements Ciscoʼs capabilities with proactive application modeling to help improve application quality of experience (QoE) I have a product that can do that. Does it provide end-to-end visibility? Do all organizations have access to the same information? You are too expensive. SaaS trends report for 2019* showed that companies spend between $2-$3k/yr on SaaS per employee, what is it worth to ensure accessibility to these apps? Try calculating the cost of ThousandEyes per user per day. I already have AppDynamics. ThousandEyes is complementary to many tools; however, ThousandEyes goes one step further and not only gives you visibility into these external dependencies, but also correlates information from multiple data sources to help you understand application performance for any user over any network. Alert Rules can be set up to trigger based on multiple criteria. Notifications may be via email, built-in integrations (Slack, PagerDuty, ServiceNow) or via web hook functionality facilitating integration into any external system. Todayʼs application experience adds many external dependencies such as the Internet, public cloud providers and SaaS applications that all run on networks and data centers you do not own or control. VALUE PROPOSITION ThousandEyes provide SaaS performance metrics at the application layer along with hop-by-hop network performance visibility that enable you to quickly pinpoint issues and get to the root cause when problems arise. Quickly understand if the application or network is at fault and determine if route changes are impacting your application experience. This data can then be easily shared with providers to facilitate a productive SaaS performance management. Economic Buyer • Successful, predictable global SaaS rollouts that meet and exceed performance metrics expectations. On time and on budget • Reduce time to troubleshoot beyond internal network thus preventing customer revenue loss • Automated alerts reduce risk of missing OLAs/SLAs • Customer experience and customer satisfaction increases Technical Buyer • Easily identify problem domains, gain deep insights across the technology stack • Clear visibility into any app for any user over any network • MTTI/MTTR significantly reduced • Easily share multi-layered, interactive, historical diagnostic data with external providers • Integrate alerts and data into Ops workflow • Customize alerts and dashboard views for different IT teams • View real time and historical data. OUR CUSTOMERS SAY: “ThousandEyes Cloud Agents can be up and running fast. Even if I didnʼt have Enterprise Agents, I could start monitoring from a Cloud Agent in Sydney, within seconds. If you need to be able to move a test all over the world, you can, with a couple of clicks. Itʼs very fast.” - Jim McKinstry, Global Program Manager, JLL FOR MORE INFORMATION: Please review the Improve Application Availability & Performance Playbook (coming soon) Cisco Systems Inc., all rights reserved. Partner Confidential. Version 1.0; March 2021. Author: Sinead@cisco.com

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Improve_Application_Availability_and_Performance_Sales_Crib_Sheet.pdf

  • 1. ELEVATOR PITCH Customers expect a great user experience in todayʼs digital environment. They expect an application to connect seamlessly, have snappy performance and have responsive design to work on any device anywhere. The customer digital experience relies heavily upon availability and optimal performance of applications. As business becomes ever more dependent on cloud- based services and the Internet, ThousandEyes visibility becomes a must- have. ThousandEyes gives unprecedented insight into the performance of application connectivity and how degradation impacts user experience. ThousandEyes insights significantly reduce the time it takes to mitigate any issues. FEATURE FUNCTION COMPONENTS ThousandEyes offers agents, vantage points on the network, that execute tests to measure end-user digital experience. The agent type applicable will depend on the customerʼs use case. They are: Cloud Agents are installed and maintained by ThousandEyes in 193 cities across 58 countries. These agents are located in tier2 & 3 ISPs, broadband networks, co-lo facilities and cloud infrastructure to give both geographic spread and different provider type perspectives. Cloud Agents are used where the enterprise needs ʻoutside-inʼ visibility of mainly the customer digital experience, and to a lesser extent employees. Enterprise Agents are deployed into the customer infrastructure at locations across the enterprise estate. These agents are available in many form-factors to suit different enterprise environments. Used for ʻinside-outʼ monitoring across the enterprise WAN, SD-WAN, or hybrid WAN, through an egress point, across the Internet and on to cloud-hosted apps, enterprise agents give insight into the employee digital experience. Endpoint Agent is deployed onto employeesʼ laptops to measure the userʼs experience whether theyʼre working from the office, home, or on the road. EndPoint agents allow support to quickly determine whether productivity impacting problems are the local wi-fi, the employeeʼs ISP or elsewhere in the public infrastructure. Taken together, the Endpoint deployment provides monitoring of the applicationʼs health and performance, for both self- hosted and SaaS based apps. Relevant Tests ThousandEyes has a test suite of 14 different test types. Most are applicable in monitoring application availability and performance. In aggregate these tests provide insight into the applicationʼs performance and the end-userʼs digital experience. Key tests are: Transaction Test: the test follows a script replicating a user ʻjourneyʼ through a web- based app. The test gathers throughput and response metrics. HTTP Page Load: Similar to a transaction test except no script is followed, only a single page is loaded. Metrics are otherwise the same as above. HTTP Server Test: This test measures the availability, responsiveness and throughput of the server across the HTTP connection phases including SSL negotiation. Network Test: This test measures packet loss, jitter and latency between the testing agent and a target. BGP Test: This test provides insight into the state of the internetwork topology from a BGP perspective as pertains to the IP prefix covering the target of the test. Browser Sessions View: this is generated by the EndPoint Agent and shows actual user experience while interacting with a web- based app. BUYER PROFILE BUSINESS ISSUES Economic Buyer (C-Suite, VP) • Customer Experience and Business Impact - business reputation in jeopardy • Mitigate business continuity risks in SaaS/IaaS/PaaS rollout strategies • Reduction in MTTI/MTTR • Maintaining customer SLAs/OLAs • Revenue loss and brand damage • Customer NPS (cNPS), and CSAT customer satisfaction scores; customer retention and acquisition becoming more difficult • Shift to digital environment has caused increase in help desk costs and loss in productivity due to brown-outs Technical Buyer (IT Director, Manager) • IT reputation in jeopardy • Lack of visibility into customer digital experience from remote locations • Spike in support tickets and customer frustration • Unpredictable app performance and increased difficulty in troubleshooting • Multiple ISPs, SaaS and Cloud providers • No automated alerting when issues arise • No way to share data with external vendors • Ability to proactively identify and escalate external provider issues • Ownership of problem resolution between IT teams and external vendors Key Stakeholders for Customer Digital Experience • CIO • Enterprise Application Owners • Cloud Architects/Owners • Lines of Business for SaaS applications (i.e. Salesforce – sales, Workday – HR, ServiceNow – IT and other support Improve Application Availability and Performance sales crib sheet ThousandEyes Partner
  • 2. Improve Application Availability and Performance Page 2 teams) QUALIFYING QUESTIONS Economic Buyer (C-Level or Vice President) • Have your SaaS project rollouts met their schedule, budget, and ROI goals? • Do your IT teams have efficient ways to troubleshoot when issues arise for customers? • What are your most critical customer-facing SaaS applications? • What challenges have you faced providing consistent application accessibility across all types of device? Technical Buyer (IT Director, Manager) • How do you differentiate performance related issues on the network vs. the application vs. the application for remote workers? • What methods do you have to ensure a great customer digital experience for your end consumers? • How do you currently troubleshoot/identify customer connectivity issues to SaaS applications? • How much time do you spend triaging issue between your infrastructure vs. ISP (internet) vs. SECaaS (security) vs. SaaS (applications)? • How do you stay accountable to your customer SLAs or SLAs with external providers? • When is the last time you had an outage with your ISP? With a SaaS provider? • How long did it take to remediate? • How do you prepare for application delivery readiness? • Baselining application performance when moving from on-prem to cloud for example? • How did you manage unpredictable connectivity in countries such as China? • Do you use a cloud proxy? • How do you monitor its performance impact on your employee experience? OBJECTION HANDLING What does it mean now that you are part of Cisco? Embedding ThousandEyes technology into Ciscoʼs networking and applications portfolio will give unprecedented intelligence on the largest deployed base of networking equipment in the world. ThousandEyes further complements Ciscoʼs capabilities with proactive application modeling to help improve application quality of experience (QoE) I have a product that can do that. Does it provide end-to-end visibility? Do all organizations have access to the same information? You are too expensive. SaaS trends report for 2019* showed that companies spend between $2-$3k/yr on SaaS per employee, what is it worth to ensure accessibility to these apps? Try calculating the cost of ThousandEyes per user per day. I already have AppDynamics. ThousandEyes is complementary to many tools; however, ThousandEyes goes one step further and not only gives you visibility into these external dependencies, but also correlates information from multiple data sources to help you understand application performance for any user over any network. Alert Rules can be set up to trigger based on multiple criteria. Notifications may be via email, built-in integrations (Slack, PagerDuty, ServiceNow) or via web hook functionality facilitating integration into any external system. Todayʼs application experience adds many external dependencies such as the Internet, public cloud providers and SaaS applications that all run on networks and data centers you do not own or control. VALUE PROPOSITION ThousandEyes provide SaaS performance metrics at the application layer along with hop-by-hop network performance visibility that enable you to quickly pinpoint issues and get to the root cause when problems arise. Quickly understand if the application or network is at fault and determine if route changes are impacting your application experience. This data can then be easily shared with providers to facilitate a productive SaaS performance management. Economic Buyer • Successful, predictable global SaaS rollouts that meet and exceed performance metrics expectations. On time and on budget • Reduce time to troubleshoot beyond internal network thus preventing customer revenue loss • Automated alerts reduce risk of missing OLAs/SLAs • Customer experience and customer satisfaction increases Technical Buyer • Easily identify problem domains, gain deep insights across the technology stack • Clear visibility into any app for any user over any network • MTTI/MTTR significantly reduced • Easily share multi-layered, interactive, historical diagnostic data with external providers • Integrate alerts and data into Ops workflow • Customize alerts and dashboard views for different IT teams • View real time and historical data. OUR CUSTOMERS SAY: “ThousandEyes Cloud Agents can be up and running fast. Even if I didnʼt have Enterprise Agents, I could start monitoring from a Cloud Agent in Sydney, within seconds. If you need to be able to move a test all over the world, you can, with a couple of clicks. Itʼs very fast.” - Jim McKinstry, Global Program Manager, JLL FOR MORE INFORMATION: Please review the Improve Application Availability & Performance Playbook (coming soon) Cisco Systems Inc., all rights reserved. Partner Confidential. Version 1.0; March 2021. Author: Sinead@cisco.com