hsi's cloud-hosted foglight it monitoring & apm

Fortune 500 Monitoring for SMB

Kent Cartwright

President & CEO - HSI

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 Performance Monitoring3

What if you could elevate IT effectiveness to deliver better service results, reduce MTTR and stay

proactive to business needs?


Quest Software is a Leader in

APM

Quest is a Leader in Performance MonitoringHSI 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.”


Performance Monitoring Challenges and Successes

Consolidate/Upgrade Monitoring ToolsCut operations costs and improve service delivery

Improve Operational EfficiencyReduce MTTR of incidents; end war room cross-team finger pointing

IT Executive DashboardsProvide real time visibility into business impact, service trends and resource utilization

Improve User ExperienceEnhance performance for users; reduce and quickly resolve support calls

Increase Transaction Conversion RatesImprove online revenue streams; understand reasons for abandonment Data Center Virtualization

Ensure application and service performance on mixed infrastructure

Launch Web ApplicationsEnsure 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 ExperienceChallenges

“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 users are associated with

conversion issues.”

“How can I bridge ‘what’s happening’

on my website to actual customer

experience?”

Increase Transaction ConversionChallenges

“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 us additional

revenue and market share.”

1 Dell Quest

“Every time we roll out a

new app, we spend weeks on

conference calls pointing fingers at

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 ApplicationsChallenges

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 EfficiencyChallenges

1 Dell Quest

“We have many tools, but we still have

problems and customer complaints.”

“Our management framework has

always promised 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

capabilities or degrade service.”

Consolidate / Upgrade Monitoring ToolsChallenges

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 VirtualizationChallenges

The Four Core Resources

1 Dell Quest

“Technology metrics don’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 SLAs over time.”

“My management tools

don’t provide information

the way I want it.”

Reporting and IT Executive DashboardsChallenges


Make IT Operations More EffectiveFoglight® 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 Performance Monitoring7

One Solution—Multiple StakeholdersFoglight® Performance Monitoring

Collaboration Across All IT Stakeholders

• NOC Incident Triage Team

oNOC Technician/Engineer | NOC Management

• Application Operations/Support

oUser Experience Managers | Web/Application Developers | Application Admins

• Application Owners

o Service Manager | IT/Business Liaison | VP LoB

• Database Operations/Support

oDBA Managers | Application DBAs | Administrative DBAs

• Infrastructure Operations/Support

o Virtualization Admins | System Admins | Network Admins | Storage Admins

• IT Executives

oCIO | VP/Director IT Ops

NOC Incident Triage Team

Application Owners, LoB

Owners

Database Operations/

Support

Infrastructure Operations/

Support

IT Executives

Application Operations/

Support


• Global Travel Giant• 19,000 Employees, 1,500 retail outlets• Maintains a fleet of 45 aircraft

ChallengeWith 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.


50,000+ users, 11,500+ customers worldwide!

Performance Monitoring Customers


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

PerformanceMonitoring

Optimize Resources

Reporting and Chargeback

Configuration Management

Reporting & Chargeback

Optimize Resources

Capacity Planning

Configuration Management


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


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


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 ImpactFoglight 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 DashboardTarget 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


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

StorageManagement


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


Detect, Diagnose And Resolve ProblemsFoglight 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)

Foglight Visibility Example

Live Demonstration – Issue resolution workflow for SMB

For more information after the webinar, email [email protected]

mailto:[email protected]


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

[email protected]


The 5 minute ROI

For more information after the webinar, email

[email protected]


How HSI Connects To You


• Email [email protected]

• 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

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For more information after the

webinar, email

mailto:[email protected]