Optimizing and Troubleshooting Digital Experience for a Hybrid Workforce
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The document provides an overview of a presentation by ThousandEyes on end user monitoring for hybrid workforces. It discusses the challenges of supporting distributed employees and troubleshooting collaboration application issues. ThousandEyes demonstrates how its platform provides end-to-end visibility across networks to help identify problems impacting user experience. Forrester Consulting conducted a study that found organizations using ThousandEyes' end user monitoring solution achieved improved support response times and reduced troubleshooting costs.
Optimizing and Troubleshooting Digital Experience for a Hybrid Workforce
- 2. 2 © 1992–2020 Cisco Systems, Inc. All rights reserved. Before We Begin... • If you have any questions, please type them in the Questions window. • If you have any audio problems, please chat us for help. • A recording of this presentation will be sent to you in a few days. • Tweet us @thousandeyes 2 @ThousandEyes
- 3. 3 © 1992–2020 Cisco Systems, Inc. All rights reserved. 3 © 1992–2022 Cisco Systems, Inc. All rights reserved. @ThousandEyes 3 Featured speaker Mike Hicks Principal Solutions Analyst
- 4. 4 Copyright ©2020 ThousandEyes, Inc. All Rights Reserved. Agenda • ThousandEyes Introduction • Challenges of a Distributed Workforce • End User Monitoring • Forrester Total Economic Impact™ Findings • Q&A 4 @ThousandEyes
- 5. 5 © 1992–2020 Cisco Systems, Inc. All rights reserved. The New Enterprise Reality Internet is the new network SaaS is the new app stack Cloud is the new data center Home is the new office
- 6. 6 © 1992–2020 Cisco Systems, Inc. All rights reserved. Hybrid work and the fight for talent CEOs identified “Labor/Skills shortage” as their second highest concern to achieve growth₂ 59% Employees see hybrid work flexibility as a benefit to remain in their current job₃ 65% Employees are thinking about leaving their jobs in the next three to six months₁ 40% ₁ McKinsey Quarterly “The Great Attrition is Making Hiring Harder” ₂ Gartner 2022 CEO survey “Implications and Actions for CIOs” ₃ Cisco Global Hybrid Work Study 2022 Companies today increasingly need to deliver the flexibility offered by hybrid work to remain competitive, retain employees and attract new talent 6 © 1992–2022 Cisco Systems, Inc. All rights reserved. @ThousandEyes
- 7. 7 © 1992–2020 Cisco Systems, Inc. All rights reserved. Distributed employees = Distributed Support ₁ Cisco Hybrid Work Index of respondents say suffering connectivity issues on a regular basis is career limiting for remote workers1 say that networking infrastructure is essential for a seamless working from home experience1 84% 62% 82% of workers said hybrid has made them happier and more motivated in their role 7 © 1992–2022 Cisco Systems, Inc. All rights reserved. @ThousandEyes
- 8. 8 © 1992–2020 Cisco Systems, Inc. All rights reserved. Real-time collaboration has increased by 25% in the last three years. Majority of IT workers spend more than 10 hours each week on average troubleshooting issues with these applications. Source: 2021 Survey by Viavi Solutions Troubleshooting Collaboration Apps is a Time Drain How many hours per week do you spend troubleshooting unified communications issues? More than 10 hours Up to 10 hours Unsure None 66% 19% 12% 3% 8 © 1992–2022 Cisco Systems, Inc. All rights reserved. @ThousandEyes
- 9. 9 © 1992–2020 Cisco Systems, Inc. All rights reserved. Troubleshooting the Hybrid Worker Experience Inability to identify the problem domain leads to a productivity impact 9 © 1992–2022 Cisco Systems, Inc. All rights reserved. @ThousandEyes
- 10. 10 © 1992–2020 Cisco Systems, Inc. All rights reserved. ThousandEyes Internet and Cloud Intelligence Platform SaaS Platform - Scale Out – Collective 180+ Cities Around the World Cloud Agents ISP | Broadband | Cloud Provider Endpoint Agents End-User Laptops and Desktops Apple | Microsoft Enterprise Agents Enterprise Data Centers, Branch Offices & VPCs Cisco | Docker | JNPR | Linux | MSFT | VMW Customer Digital Experience Enterprise Digital Experience Workforce Digital Experience ISP | Broadband | Cloud Provider 10 © 1992–2022 Cisco Systems, Inc. All rights reserved. @ThousandEyes
- 11. 11 © 1992–2020 Cisco Systems, Inc. All rights reserved. Hybrid Work – Core Use Cases Remote Support Application Performance Collaboration & Customer Support Delivering the right support to your employees, remotely • Issues with the Internet & local broadband • VPNs, Secure Web Gateways / Remote Access • More complex home & remote working environments Accessing the applications they need to do their work • SaaS & cloud-based applications you don’t own • Intermittent issues affecting user productivity • No macro view of Internet health Communicating effectively with other employees, partners or customers • Issues connecting to virtual meetings • Poor video/audio quality • Collaboration features not working 11 © 1992–2022 Cisco Systems, Inc. All rights reserved. @ThousandEyes
- 12. 12 © 1992–2020 Cisco Systems, Inc. All rights reserved. Troubleshoot individual user experience issues • Identify network issues in local or transit ISPs and Cloud / SaaS • Monitor performance to and through the VPN • Assess performance of Wi-Fi and local network equipment • Alert and report of key application performance on a user basis Endpoint Agent for End User Monitoring Support Your Workforce Regardless of Location 12 © 1992–2022 Cisco Systems, Inc. All rights reserved. @ThousandEyes
- 13. 13 © 1992–2020 Cisco Systems, Inc. All rights reserved. Massive Blind Spots Across the Internet Seattle, WA VDI Chicago, IL BYOD Corp Device Seattle, WA Paris, France VDI Chicago, IL End-user Wireless Network Wireless Gateway End-user DNS Direct Connect ISP Transit Providers SaaS Onramp Cloud Providers Datacenter Infrastructure Mobile Networks Local ISP Cloud Proxy Is it something regional? Is it the CDN? Is it the transit network? Is it the application? Last Mile Internet Access CDN and Cloud Security Internet Peering and Transit Cloud Hosting, IaaS and SaaS Infrastructure WAAP/ WAF Edge Delivery 13 © 1992–2022 Cisco Systems, Inc. All rights reserved. @ThousandEyes
- 14. 14 © 1992–2020 Cisco Systems, Inc. All rights reserved. T I M E Lack of End-to-end Visibility = Extended MTTR IT Help Desk Employees unable to access SaaS CRM and have intermittent issues collaborating with peers Network Engineering No issues. Open ticket with ISP “War Room” Multiple teams Now what? NOC All devices up and showing green SaaS Provider Everything’s fine! 14 © 1992–2022 Cisco Systems, Inc. All rights reserved. @ThousandEyes
- 15. 15 © 1992–2020 Cisco Systems, Inc. All rights reserved. Feature: Identifies IP sessions created by desktop-based applications and dynamically creates synthetic tests to provide end-to-end network path metrics between the user and the application Benefits: • Removes the need for IT teams to manually identify and configure IP addresses in scheduled tests • ASTs only operate when the application is running decreasing noise and network traffic • Identify exactly where the digital experience is being degraded • Correlate common nodes impacting multiple users • Supports Webex, Microsoft Teams and Zoom Automated Session Testing from ThousandEyes 15 © 1992–2022 Cisco Systems, Inc. All rights reserved. @ThousandEyes
- 16. 16 © 1992–2020 Cisco Systems, Inc. All rights reserved. Automated Session Testing Explained 150ms 15ms 75ms 50ms 16 © 1992–2022 Cisco Systems, Inc. All rights reserved. @ThousandEyes
- 17. 17 © 1992–2020 Cisco Systems, Inc. All rights reserved. Phase 1: User launches the Webex app and is asked to setup their audio/video 17 © 1992–2022 Cisco Systems, Inc. All rights reserved. @ThousandEyes Automated Session Testing Explained
- 18. 18 © 1992–2020 Cisco Systems, Inc. All rights reserved. Phase 2: This is where the magic happens. Upon starting, the Webex client sends probes out to to identify the highest- performing datacenter for the user at that time. 18 © 1992–2022 Cisco Systems, Inc. All rights reserved. @ThousandEyes Automated Session Testing Explained
- 19. 19 © 1992–2020 Cisco Systems, Inc. All rights reserved. Phase 3: The Webex client receives feedback from all datacenters, and chooses the best option based on the current network and infrastructure conditions 150ms 15ms 75ms 50ms 19 © 1992–2022 Cisco Systems, Inc. All rights reserved. @ThousandEyes Automated Session Testing Explained
- 20. 20 © 1992–2020 Cisco Systems, Inc. All rights reserved. Phase 4: The Webex Client then initiates a connection with the best datacenter and the user can join their meeting 20 © 1992–2022 Cisco Systems, Inc. All rights reserved. @ThousandEyes Automated Session Testing Explained
- 21. 21 © 1992–2020 Cisco Systems, Inc. All rights reserved. Phase 5: Automated Session Testing detects that there’s network activity from the Webex client and automatically creates synthetic tests to the Webex node 21 © 1992–2022 Cisco Systems, Inc. All rights reserved. @ThousandEyes Automated Session Testing Explained
- 22. 22 © 1992–2020 Cisco Systems, Inc. All rights reserved. Building for the front-line: Endpoint Device View Feature: ● Single view showing all available metrics for a user’s device ● Purpose built for your front-line IT Helpdesk/Support teams Benefit: • Helps IT teams identify trends across the device (CPU, Memory) through to local network metrics (WiFi, gateway and VPN loss and latency) and finally data from synthetic testing (ASTs, Browser Session and Scheduled Tests) • Flexible search to quickly switch between different users based on 22 © 1992–2022 Cisco Systems, Inc. All rights reserved. @ThousandEyes
- 24. Copyright ©2020 ThousandEyes, Inc. All Rights Reserved. 24 Quantifying the Benefits of End User Monitoring ThousandEyes commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying ThousandEyes. 24 © 1992–2022 Cisco Systems, Inc. All rights reserved. @ThousandEyes
- 25. 25 © 1992–2020 Cisco Systems, Inc. All rights reserved. Initial findings • Visually showcase the map of the network with Internet-scale visibility • Provide real-time application performance & user-experience data for internal and external SaaS apps • Visualize data across network layers, graphically display load times and web page latency, and analyze waterfall charts to isolate sources of bottlenecks • Flexible path analyses from different angles, such as the network, location, BGP, IP address, etc. • Proactively deliver alerts on the performance of the holistic network—from the data center to the end-user workstation, including Internet, VPN, and Wi-Fi • Be easy to deploy, scale, and maintain The interviewees’ organizations were searching for a solution that could… 25 © 1992–2022 Cisco Systems, Inc. All rights reserved. @ThousandEyes
- 26. 26 © 1992–2020 Cisco Systems, Inc. All rights reserved. The Total Economic Impact™ of Cisco ThousandEyes End User Monitoring This document is an abridged version of a study commissioned by Cisco ThousandEyes: The Total Economic Impact™ of Cisco ThousandEyes End User Monitoring, August 2022. 26 © 1992–2022 Cisco Systems, Inc. All rights reserved. @ThousandEyes
- 27. 27 © 1992–2020 Cisco Systems, Inc. All rights reserved. Conclusions / Recommendations • Consider support requirement for non-technical employees • Working environments may vary and intermittent issues can be challenging to troubleshoot. You need correlated data to quickly identify where the problem is. • Many of the most critical applications for employees today are cloud or SaaS, you need a holistic end-to-end view of your employee's experience. • Collaboration applications can be challenging, with connections to multiple services such as chat, video and voice. This can change for every user and every session. Make sure you can dynamically monitor all traffic flows. 27 © 1992–2022 Cisco Systems, Inc. All rights reserved. @ThousandEyes
- 28. Copyright ©2020 ThousandEyes, Inc. All Rights Reserved. 28 @ThousandEyes Learn more Contact us Hear the Voice of the Customer • ThousandEyes End User Monitoring • Subscribe to our Blog Watch on-demand sessions from business and IT leaders to learn how they deliver the best digital experiences their workers depend on. Resources • Start your 15-Day free trial here • Request a meeting or demo https://www.thousandeyes.com/remote 28 © 1992–2022 Cisco Systems, Inc. All rights reserved. @ThousandEyes
- 29. Q&A