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Gaining End-to-end Visibility of Service Delivery:Making critical decisions and avoiding shortfalls

Mike ValladaoSenior Product Marketing

Managerwww.NetScout.com

Agenda slide

Who is NetScoutKey questions to ask when it comes to service delivery visibilityMoving from the Data Center Through the Core to the Moving from the Data Center, Through the Core to the BranchImplementation Strategy and Results p gyBringing it together – Unified Service Delivery ManagementSummary and Conclusion

A little about NetScout Systems, Inc.And about myself …And about myself

25 years of consistent technology innovation and 25 years of consistent technology innovation and execution in application, network, and service execution in application, network, and service performance managementperformance management

Most comprehensive and widelyMost comprehensive and widely--deployed service deployed service delivery management portfolio leveraging nGeniusdelivery management portfolio leveraging nGenius®®

20,000+ customers worldwide 20,000+ customers worldwide –– 93% of Fortune 93% of Fortune

delivery management portfolio leveraging nGeniusdelivery management portfolio leveraging nGeniusand Snifferand Sniffer ®® technologiestechnologies

Global service and support strength and coverage Global service and support strength and coverage

companies 100 use NetScout solutionscompanies 100 use NetScout solutionsME

Ranked #1 in WW market share for 2006* 2007*Ranked #1 in WW market share for 2006* 2007*

pp g gpp g gwith five R&D centers worldwidewith five R&D centers worldwide

Ranked #1 in WW market share for 2006 , 2007 , Ranked #1 in WW market share for 2006 , 2007 , 2008 in Network Performance Management by IDC2008 in Network Performance Management by IDC

* Combining NetScout and Network General market data

Key QuestionsCritical When Trying to Gain Visibility Critical When Trying to Gain Visibility

What are you trying to accomplish? h Are you transitioning to a more proactive approach to problem resolution?y g p pp ph Are you moving to a services focused methodology?h Are you supporting a particular project or initiative?

What are the key concerns?What are the key concerns?h What hurdles must you overcome? h What is the decision mix – Budget vs. Function vs. Future?h Can you afford to wait for a problem to reoccur before you Can you afford to wait for a problem to reoccur before you

resolve it?h How can you enable cross-team collaboration?

What are the critical services / areas / functions that What are the critical services / areas / functions that enable the businessh What are the essential links?h What are the customer facing services?h What are the customer facing services?h Where does the CxO sit?

Levels of Service Delivery MonitoringThe right visibility for today’s complex environmentsThe right visibility for today s complex environments

The Answer IS In The Packets…Not sampled, Not simulated, Not Impacted by data reductionNot sampled, Not simulated, Not Impacted by data reduction

• True service-level visibility not simulated or sampled, in context with network trafficwith network traffic

• See the users’ experience service flow-based visibility

• Identifies impact of each element of delivery chain abstracts• Identifies impact of each element of delivery chain abstracts underlying complexity

The Most Dependable Source of Network DataThe Most Dependable Source of Network Data

HTTPS

The Most Dependable Source of Network DataThe Most Dependable Source of Network Data

Oracle

VoiceVoiceCRM

Provides the Highest Level of GranularityProvides the Highest Level of Granularityg yg y

Bringing it Together Unified Service Delivery Management Unified Service Delivery Management

Visibility into network and application performance with

correlation to services Quick identification of changes enabling immediate action to

representing the business and user experience

correct problem

nGenius nGeniusnGeniusEmbedded Netflow

B r o a d R a n g e o f I n s t r u m e n t a t i o n E n a b l e s C o m p r e h e n s i v e V i s i b i l i t ynGenius Probes

nGeniusInfiniStream Appliances

nGenius Virtual Agent

Embedded Netflow & nGenius Collector

2900 Series6900 Series

Case Study: Data Center VisibilityFor a global home, personal care & foods products companyFor a global home, personal care & foods products company

Challenge• Server response times were impacting users• High volume of unknown trafficSolutionSolution• Unified Service Delivery Management solutionResults• Identified gigabits of IP Other traffic volume• Seamless workflow revealed unique IP addresses, actual

packets, leading to discovery of high volumes of server backups during business hours

• Reconfigured servers for a more optimal time of day immediately resulted in improved user experience

Visibility in the Data CenterMonitoring the physical and virtual environments Monitoring the physical and virtual environments

Focus on:• The server farms and servers that

carry critical business driving li tiapplications

• Key aggregation points – get more visibility for your buck

• If you have virtual environments you need virtualized solutions

Case Study: Core, Distribution and EdgeRapid integration after an acquisitionRapid integration after an acquisition

Challenge• Hard to identify application performance challenges resulted due to

different systems• Applications periodically timed out and users experienced “network

slowdowns” and “responsiveness” issuesProblems were intermittent and hard to replicate• Problems were intermittent and hard to replicate

Solution• Continuous capture functionality at the core, distribution and edge R ltResults• Packet Flow-based analysis identified network switch was

“overwhelmed” with broadcast trafficSlo response for remote access as resol ed as “Bo nce • Slow response for remote access was resolved as “Bounce Diagram” showed wrong file transfer method was being used

• Application responsiveness impacted due to TCP window sizing issueissue

• Unified solution enabled effective collaboration between application, network and integration teams speeding resolution

Visibility in the Core, Distribution and EdgeThe high traffic areas of the network The high traffic areas of the network

Focus on:• Having the highest level of visibility in

this area – most traffic passes pthrough here

• Key aggregation points – get more visibility for your buck

• If you have MPLS you need to monitor on the LAN side at the edge

Case Study: VoIP Healthcare Organization Assures Service DeliveryHealthcare Organization Assures Service Delivery

ChallengeE i i di ti i V IP i• Experiencing disruption in new VoIP service

• Entire floors & wings deregisteringSolution• Packet-level details and intelligence at the access layerResults• Identified and provided conclusive evidence of mis-configuration Identified and provided conclusive evidence of mis configuration

in QoS class for VoIP• IT reconfigured QoS class in all routers, rapidly restoring VoIP

service to all• A trouble that persisted for more than 6 weeks was resolved in

under a day

Visibility in the Access LayerMaking sure users can access the service they needMaking sure users can access the service they need

Focus on:• Right-sized visibility – You don’t need

thousands of packets, but you do p yneed rich meta-data

• Leverage span ports whenever possible

• If users are mobile you need tools that help you support this mobility

Case Study: Branch Office Extending visibility closer to the userExtending visibility closer to the user

Challenge• Needed visibility into manufacturing control & SCADA network plus Needed visibility into manufacturing control & SCADA network plus

office networks at 10 remote manufacturing plants • The network expertise resided at headquarters, but the cost of

deploying personnel every time a problem occurred at the branch i i OPEXwas increasing OPEX

Solution• Distributed devices delivered manufacturing network data to the

N k O i l d h h dNetwork Operations team located at the headquartersResults• Gained the ability to troubleshoot LAN at branch office without

dispatching technician• Able to monitor site-to-HQ traffic as well as site-to-site traffic

Extending Visibility out to The BranchThe high traffic areas of the network The high traffic areas of the network

Focus on:Focus on:• Adding visibility based on cost vs.

functional needs• Branch offices that generate • Branch offices that generate

revenue need some level of visibility

Enabling The Unified View of “Services”

Unified Service Delivery Management Unified Service Delivery Management A S i D li iAggregates Service Delivery components into a

comprehensive, unified service-oriented view

“Service” Examples: E-Commerce | VoIP | ERP | Messaging | Video | Telepresence

Putting It All TogetherFrom the Data Center, Thru the Core to the Branch From the Data Center, Thru the Core to the Branch

Case Study: Branch Office End-to-end visibilityEnd to end visibility

Challenge• Experiencing degradation in their imaging application software Experiencing degradation in their imaging application software

(PACS) that was slowing patient diagnosis• Degradations were across the entire network and had no obvious

patterns• Also – Website slow downs used by patients for wellness programs,

self- diagnosis and support groupsSolution• Service-oriented end-to-end visibility Results• Identified and provided a conclusive evidence of when and where in Identified and provided a conclusive evidence of when and where in

the hospital network slow downs were occurring for the imaging problem so IT could rapidly restore high quality response times for doctors & clinicians Di d & t d 4 d 5 li t & i b • Discovered & corrected 4xx and 5xx client & server errors in web pages affecting patient experience

Summary: Managing the Modern IP Network

Unified Service Delivery ManagementUnified Service Delivery ManagementOpt imize De l ivery and Assure Ava i lab i l i ty Opt imize De l ivery and Assure Ava i lab i l i ty

o f Appl ica t ions and Serv ices over the Modern IP Network o f Appl ica t ions and Serv ices over the Modern IP Network

• Maximize the value of the • Maximize the value of the

OptimizeOptimizeOptimizeOptimize• Prevent and minimize • Prevent and minimize

ProtectProtectProtectProtect SimplifySimplifySimplifySimplify• Consolidate tool clutter• Consolidate tool clutter

existing Infrastructure• Predict service delivery

impacting issues

existing Infrastructure• Predict service delivery

impacting issues

service disruptions• Accelerate problem

resolution

service disruptions• Accelerate problem

resolution

• Improve cross-group collaboration

• Enable operational

• Improve cross-group collaboration

• Enable operational p g• Assure user experience

• Effectively Plan for future initiatives

p g• Assure user experience

• Effectively Plan for future initiatives

• Validate resource usage policies

• Validate resource usage policies

• Enable operational consistency

• Leverage a common, unified set of data metrics

• Enable operational consistency

• Leverage a common, unified set of data metricsinitiativesinitiatives unified set of data metricsunified set of data metrics

Reduce Total Cost of IT Operations Reduce Total Cost of IT Operations

Add Your Logo here Do not use master

Gaining End-to-end Visibility of Service Delivery:Making critical decisions and avoiding shortfalls

Mike ValladaoSenior Product Marketing

Managerwww.NetScout.com