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SevOne End User Experience Appliance Solutions Guide

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Challenge

Every business today relies on next-generation digital infrastructures, software and applications, including private and public cloud deployments, to deliver unmatched user experiences and a competitive edge. However, next-generation digital infrastructures are infinitely complex and difficult to scale, support and maintain. In order to do so, management systems must be able to collect, analyze and provide operational insight on the experience from the user perspective—no matter where the users are—and be able to correlate it with infrastructure performance data.

Opportunity

Applications and services, along with the infrastructure they run on, are the lifeblood of every business. Problems with these systems can impact thousands of users, millions in revenue, or hours of productivity. As a result, being able to understand how well end users are experiencing a service or application has become a business-critical requirement—whether it’s hosted on premise, across a WAN infrastructure, in a hybrid cloud or delivered by a provider.

Real-time alerting of digital infrastructure elements that are not performing normally guides the appropriate personnel to the device or situation that is causing the issue in real time. The ability to quickly resolve issues that are degrading application performance could mean better customer retention, more productive employees or more revenue per transaction.

Solutions Overview

The SevOne End User Experience Appliance, part of the SevOne Digital Infrastructure Management Platform, helps DevOps, IT Operations and network engineers ensure that the digital infrastructure is providing critical application access and usability, alerting when any issues arise. SevOne provides performance information for the routers and servers that handle the traffic, the databases from which information is accessed, and measures the response time of the application to provide complete visibility. When there is an issue with an application, SevOne guides users to the source of the issue through intelligent visualization of the performance data.

The SevOne End User Experience Appliance provides web-based application availability and latency statistics, which can be viewed in a SevOne dashboard along with other metrics from the digital infrastructure. Using patented packet sequencing, the End User Experience Appliance sends synthetic web application traffic across the network and measures the response time of that traffic. Application latency and availability statics are recorded and then consumed by the SevOne Performance Appliance Solution for further analysis and reporting.

Features and Benefits

The SevOne End User Experience Appliance provides real-time performance dashboards and alerting. Users will be able to see the performance of a web-based application as it transits the network and as different tasks within the application are performed. Application performance information is broken down into its components of network, server and browser, allowing for fast resolution of issues when one of these components is not performing as it should.

This solution provides performance insight into the customer’s digital infrastructure, measuring application latency as application data transits the network. By combining the statistics gathered by the SevOne End User Experience Appliance with other data sources, such as environmentals, CPU performance of the servers, performance monitoring of the back-end databases, and even statistics from those resources that might be located in a cloud provider like Amazon Web Services, IT operations, network engineers and executives alike can quickly assess the state of any web-based application in their environment.

Insight into the performance of web-based applications, both in real-time and historically, allows customers to meet service-level requirements, keep employees productive, and ensures IT operations’ ability to deliver consistent application experiences. By collecting application performance information and breaking it down by network, server, and browser latency and then further breaking down the network latency by hop, IT operations, network engineering and application, developers can work together to provide better web application performance.

Architecture

ICMP packets and web application requests are sent from the SevOne End User Experience Appliances, which would be placed throughout the network in key locations, to the application website or network destination. Most often the appliances are placed on either side of a WAN connection or throughout a campus building where users are located to get an accurate measurement of what their experience would be if they were using the network to access a web-based application.

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Use Cases

In an attempt to reduce customer churn, a large service provider deployed SevOne End User Experience Appliances in different geographical regions in their environment to emulate the experience that users were having with a popular web-based application. The appliances were strategically positioned and performance data was gathered to understand if any particular region was performing better or worse than another. Within minutes it became apparent that a particular region was experiencing much slower response times than its surrounding regions and customers were most likely being impacted.

By visualizing the network path that the slower traffic was taking versus the normal traffic from other regions, the service provider was able to identify a network peering issue and resolve it before customers began changing wireless carriers.

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A large enterprise with SevOne End User Experience Appliances deployed on each floor of their largest building began to get complaints from users that accessing SalesForce was slow across the wireless network. This was initially viewed as a wireless issue but the IT staff was noticing that other applications were running fine and that access to SalesForce seemed to be the issue. By using the End User Experience portal, they were able to quickly see that Internet changes along the path from their building to the SalesForce servers were the cause. While unable to fix this issue because it was a Internet service provider issue, they saved valuable troubleshooting time by identifying that the problem was not the wireless network or anything within their digital infrastructure.

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