roadshow_am_ntct_assuring_user_experienct_2012-03 - NetScout

1 

Assuring the User 

Experience Across the 

Borderless Enterprise 

The Transformation to 

Service Delivery Management 

March, 2012 

Assuring the User Experience for Borderless Networks | NetScout | July, 2011 | NetScout Public | © 2011 NetScout Systems, Inc. All rights reserved.

2 

IT Operations Under Increasing Pressure 

Optimize Service 

Delivery 

• Optimize service 

delivery performance 

• Better leverage existing 

Infrastructure 

• Deploy and support new 

applications 

• Minimize need for 

infrastructure upgrades 

Deliver Always-On 

Services 

• Optimal user experience 

• Always-on expectations 

• Business service 

continuity 

• Cyberthreat Awareness 

• Policy & compliance 

Reduce Complexity 

Improve Efficiency 

• Simplify managing 

service delivery 

• Operational consistency 

with reduce costs 

• Better IT team 

collaboration 

• Consolidate & simplify 


3 

NetForecast Best Practices Study 

NetForecast's APM Best Practices Benchmarking Survey Definitively 

Shows That Good APM Processes Deliver Results… 

Source: NetForecast Survey of 364 IT managers – Published June 2011 

http://www.networkworld.com/community/appview 


4 

The Value of Best Practices 

Enterprises With a Benchmark Score Above 6 Really Do Deliver 

Better Performance for Their Users – 75% Better Performance 

Source: June, 2011 NetForecast Survey of 364 IT managers – 

http://www.networkworld.com/community/appview 

• Experience 75% fewer 

critical application problems 

• 75% more likely to learn 

about performance problems 

proactively rather than 

reactively by users calling 

the help desk 

• Typically spend 4 hours to 

resolve performance 

problems, compared to 16 

hours for their low-scoring 

counterparts 


5 

Simplifying The Tool Universe 

Improves Outcomes… 

• Scores improve with the 

number of vendors 

deployed up to three 

• Among the very highest 

performing enterprises the 

vendor count dips 

precipitously 

• The highest-performing 

enterprises get good results 

with fewer vendors because 

they have very effective 

APM processes 

“To ensure optimal performance you need two tools – one for monitoring infrastructure 

performance and another for monitoring application performance. The resulting 

stereoscopic view ensures that you are able to solve more problems faster.” 

Source: June, 2011 NetForecast Survey of 364 IT managers – http://www.networkworld.com/community/appview 


6 

Which Vendors Ranked as Most Used? 

“71% of the topperforming 

enterprises 

use NetScout's 

performance 

management tools.” 

NetForecast – 

June, 2011 

NetForecast's APM 

benchmarking survey 

results show that 

NetScout is the 

vendor most 

frequently used by the 

top-performing group. 

http://www.networkworld.com/community/blog/top-five-apm-vendors-performance-results 

Probability that Enterprises in 

Top Group Use This Vendor 

Vendor Prob. 

AppDynamics 0.47 

ASG Software 0.38 

BMC Software 0.65 

CA Tech 0.40 

Compuware 0.36 

HP SW & Solutions 0.47 

IBM Tivoli 0.42 

InfoVista 0.43 

Ipswich 0.20 

NetIQ 0.62 

NetQoS (CA) 0.57 

NetScout 0.71 

Open Source 0.41 

Quest Software 0.50 

Riverbed Cascade 0.36 

Visual Net Sys 0.33 


7 

Service Management Challenges 

No Problem 

Prediction 

Unable to identify 

problems before 

users impacted 

• Ineffective insight into 

emerging performance 

problems and security risks 

• Users’ calls to help desk 

triggers reaction 

• Lack of unified end-to-end 

visibility of business services 

and service levels 

No Effective 

Triage 

50% to 60% 

resources wasted 

chasing problems 

• Common “rule-out” practices 

for incidents means too many 

IT staff are consumed to solve 

problems 

• Difficult to identify root cause 

across service domains 

• Support people are too busy 

putting out fires 

No Effective 

Diagnosis 

Performance 

problem diagnosis 

can take days 

• Organization misaligned to 

support end-to-end issues 

• Issues are diagnosed 

independently in technology 

silos 

• Locating and identifying 

precise root cause is were 

most time is lost 

Limited Automation and Effective Tools with Increasing Skill Gaps 


8 

The Life of an Outage 

Typically Service Degradation Precedes an Outage 

Service degradations typically have a bigger 

impact to the business than outages... 

Performance 

issues frequently 

lead to outages 

Available 

Unavailable 

601 minutes Service Degradation 

103 minutes unavailability 

Recovery 

Started Started 

Recovery 

Ended Ended 

10:29 Performance Issues 18:30 20:13 

End users still remain the primary means for learning about problems 


9 

The Anatomy of “MTTR” 

Reduce Impact by Accelerating MTTK 

Time starts at “discovery” 

• Problem discovered 

• User calls the helpdesk 

MTTR 

MTTI MTTK in Overall Time MTTF MTTV 

Mean time to 

identify there is 

a problem 

Mean time 

to knowledge 

Biggest Variable 

to Resolve 

Mean time 

to fix 

Mean time 

to verify 


Business And IT Service Management Value 

10 

The Evolution of 

“Performance Management” 

It’s No Longer About Individual “Elements” – 

It’s about Services and their “Relationships” 

Monitor Service Delivery & Relationships 

Unified view of physical and virtual services delivered 

Monitor Application Elements 

Inter-app calls and components 

Application Performance Management 

Network Performance Management 

Monitor Physical Elements 

Servers, links, devices 

Service Delivery Management 

Representation of User Experience 


11 

Managing User Experience 

Requires a Dual View 

Monitor 

Networks 

User Experience 

Interrelationships 

or 

AND 

Monitor 

Applications 

Individually, these approaches are useful, but you need 

BOTH to represent the holistic view of user experience 


12 

The Network Connects 

IT To User Experience 

Platforms 

The Packet- Flow Advantage 

The Network is the Only Common, Single Element That Connects and 

Enables All Components of the IT Infrastructure and Service Delivery 


13 

USDM Transforms Performance 

Management … 

• Represents a framework and 

organizing principle for managing 

the delivery of services across IP 

Networks 

• Combines the functions/capabilities 

of a number of discreet 

tools/products 

• Is user and service centric 

• Delivers the closest representation 

of “user experience” 

• Holistic visibility across applications, 

enablers and networks to 

understand service performance 

• Crosses physical and virtual 

boundaries 


Customer 

Care 

14 

Strategic Unified Visibility into E2E Delivery 

and the User Experience 

Service Availability Service Quality Delivery Efficiency 

Application 

Performance 

E-Commerce Procurement 

Services Used 


Network 

Performance 

Financial 

Management Workforce 

Optimization 

Salesforce 

Automation 

Relationships 

Devices E2E Network 

Visibility into interdependencies and performance characteristics of services 

Video 

Assuring the User Experience for Borderless Networks | NetScout | July, 2011 | NetScout Public | © 2011 NetScout Systems, Inc. All rights reserved. 

VoIP 

End-to-end Service Delivery Environment 

Manufacturing 

& Distribution 

WEB 

Services 

Video & 

Telepresence

15 

NetScout Delivers One Platform 

For Unified Service Delivery Management Across IT Boundaries 

Performance 

Management 

• Completely 

passive solution 

• Monitors all 

applications 

simultaneously 

• End User 

Experience 

metrics 

Service Visualization & Intelligent Early Warning 

Service & 

Policy 

Validation 

Service 

& Network 

Optimization 

Consistent Data, 

Unified Views and Metrics 

Forensic 

Analysis 

Reporting & 

Trending 

• Works seamlessly 

for Custom, 

Enterprise, UC & 

other Applications 

• Identify, triage 

and resolve 

problems quickly 

Manage End-to-End IP Service Delivery From a Single Platform 


16 

Unified Service Delivery Management 

Framework 

Real-time 

& Historical 

Operational Intelligence 

Predictive Early 

Warning 

Triage & 

Troubleshooting 

Visualization and Reporting 

Correlation and Analysis 

Pervasive Visibility 

Proactive 

Planning 

Users Devices 

Locations 

Network Elements 


17 

nGenius Service Assurance Solution 

Unified Platform Modules 

nGenius Service 

Delivery Manager 

nGenius 

Performance Manager 

• Flow-based, end-to-end 

view with network, service 

and user correlation 

• Per-user, per-service 

visibility 

• Analysis and reporting 

nGenius Intelligent 

Data Sources 

nGenius 

Voice | Video Manager 

• Real-time voice and video 

QoE measurements 

• User-based service level 

alerting 

• Powerful troubleshooting 

and automated diagnostics 

Embedded 

Netflow 

• Contextual correlated business-oriented view of services 

• Automatically detects anomalous behavior affecting performance 

• Proactive alarming to quickly identify and triage problems 

nGenius 

Intelligence Modules 

• Specialized modules for 

unique analysis activities 

• Enterprise Intelligence, 

Trading Intelligence, 

Subscriber intelligence… 

nGenius Integrated 

& Virtual Agent 

nGenius 

Voice | Video 

Engine Appliance 

Sniffer 

Analysis 

• Packet-level expert 

historical analysis 

• Versatile deep-dive 

troubleshooting 

• Forensics & cybersecurity 

nGenius 

InfiniStream 

Appliance 


18 

Pervasive Visibility is Essential for 

Effective Service Delivery Management 

View of Service Delivery 

From the Datacenter, to the Campus, to the Branch, to the User 

End- to- End Visibility of Service Flows 

Access Distribution 

Data Center 

Branch/ 

IP Network Core 

Si Si 

Users Users 

Depth Reach Context Scale 

• Full Packet – Layers 2-7 

• All Services & Applications 

• Network and Service 

Enablers 

• End-to-End Coverage 

• Networks, Services, Users 

• Data Center Core 

Access User 

MPLS 

WAN 

• Flows, Sessions, Users 

• Physical and Logical Views 

• Service Consumption and 

Cross-Impact 

• Local processing, storage 

and analysis 

• High traffic volumes 

• 10ks of users, 1Ks of 

apps, 100s of locations 


19 

Where to Extract Intelligence 

Unified Correlated View Across the Enterprise 

Integration Into 

3 rd Party 

Management 

Platforms 

Goal: Cover service 

flows from hosting to 

consumption 

• Data Center 

Data services 

UC services 

Multi-data center 

environments 

Physical and virtual 

• WAN Edge (Core) 

Traffic in and out of the 

DC and campus over 

MPLS or VPLS 

Traffic to & from the 

cloud & Internet 

• Campus Environment 

Core, distribution and 

high impact workgroups 

• WAN Edge (Branch) 

ALL traffic in & out of 

branch (to data center, 

internet and cloud + site 

to site) 

Branch office LAN – 

local user performance 


20 

Comprehensive Data Source Options 

Enable Unmatched Deployment Flexibility 

nGenius Collector 

for Embedded 

NetFlow 

• Cisco® NetFlow 

collectors 

• Supports J-Flow and 

S-Flow 

• Leverage NetFlow 

data into nGenius 

Service Assurance 

Solution 

nGenius Intelligent Data Source Options 

nGenius 

Integrated Agent 

• Virtualized Probe 

technology deployed 

in network equipment 

• Real-time packet 

analysts 

• On-demand shortterm 

packet capture 

Instrumentation Flexibility 

nGenius 

Virtual Agent 

• Virtualized probe 

technology deployed 

in virtual servers 

• VMWare & Nexus 

V1000 

• Real-time packet 

analysis 

• On-demand shortterm 

packet capture 

nGenius 

Voice | Video 

Engine Appliance 

• Unified 

communication 

analysis 

• Distributed real-time 

UC application QoE 

measurements 

• Deploy at 

demarcation and 

rooms 

• Broad Coverage Capabilities 

• Cost-Effective Options 

• Depth and Breadth 

nGenius 


Appliance 

• Intelligent Deep 

Packet Capture 

• Always-on packet 

recording 

• Storage from 500GB 

up to 96 TB 

• Distributed local 

analysis and 

processing 


21 

Achieve Truly Pervasive Visibility 

• More efficient and scalable 

network traffic monitoring 

• Better leverage scarce 

monitoring points 

• Leverage network 

connection points across 

multiple tools and IT groups 

• Deep and granular control 

and conditioning of network 

traffic 

• Improve performance and 

downstream monitoring 

capabilities 

• Improve operational 

efficiency 

Security 

Other 

Tools 

Aggregate and distribute network 

traffic from a single monitoring point 

and deliver to many devices 


Functionality & Resiliency 

22 

nGenius InfiniStream Appliance Family 

2900 Series 

1TB – 2TB 

• 1 RU – compact footprint 

• Single-drive storage 

• Low power consumption 

(130W) 

• 10/100/1000 or SFP 

Common 

Foundation 

6900 Series 

2 TB – 16 TB 

• Broadest range of link 

interfaces/speeds -up to 10-Gig 

• Broad storage options (2TB – 

16TB) 

• Multi-drive RAID storage 

• Redundant power for “alwayson” 

operation 

• Hot-swappable drives 

• Continuous Intelligent Deep 

Packet Capture 

• Packet-Flow-Based CDM 

Storage Capacity 

7900 Series 

32 TB – 96 TB 

• 2 & 4 port 10-Gig options 

• Optimized for large storage 

• Extendable modular design 

for investment protection 

• Highest storage/rack density 

• Extended Data Records (xDR) 

• ASI Technology 

• Sniffer ® Intelligence Analysis 


23 

nGenius InfiniStream Architecture 

Network Performance | Application Performance | UC Performance | CyberSecurity 

• Software-based 

• Flexible architecture 

• Headroom 

ASI Adaptors 

Adaptive Session Intelligence 

All Services 

Data | Voice | Video 

nGenius OS 

• Single data source 

across environment 

• Flexible use 

• Extensible Architecture 


24 

ASI Technology 

Enabling Scale for Next Generation Technologies 

Adaptive 

Session 

Intelligence 

Engine 

Full Packet 

Stored 

(optional) 

Patent Pending 

Packet 

Live Packet Stream 

A-CDM 

ASRs 

ASTs 

P 

3 

P 

4 

P 

5 

Flow 

Data 

Session/ 

Transaction 

Metadata 

Intelligent 

Packet 

Record 

Live 

Packets 

A-CDM based 

metrics & KPIs 

Sessions, events, 

connections and 

transactions 

Virtualized 

packets created, 

indexed & stored 

Intelligent session trace with up to 80% less storage space consumed 

Metadata 

Virtual 

Packets 

nGenius 

Performance 

Manager 

nGenius 


Appliance 

nGenius 


Appliance 

Assuring the User Experience for Borderless Networks | NetScout | July, 2011 | NetScout Public | © 2011 NetScout Systems, Inc. All rights reserved. 

A 

B 

C

25 

ASI Extensible Architecture Enables 

Future Application & Service Support 

New Applications Quickly Supported With ASI Adaptors 

Apps Supported 

(4.11 MR1) 

• DNS, EMAIL, FTP, Multitier 

HTTP based apps 

• Financial – ISO 8385 

• RTSP, RTP, SIP, H.323, 

SCCP 

• Radius, Diameter, LDAP 

• Custom TCP/IP Apps 

• 50+ WSP apps 

Coming Soon… 

(Partial list) 

• Fix, Stamp, LSE… 

• Citrix, Exchange.. 

• SMB, NetBios… 

• Oracle, MSQL.. 

• NFS, CIFS 

Custom 

Applications 

Well Known 

Video / 

Telepresence 

Application Support Direction (CDM & Decodes already supported for All Apps) 


26 

nGenius Virtual Agent 

• Extended visibility into private 

clouds and virtual servers 

• Monitors all hypervisor traffic 

• Discovers all applications and 

interdependencies 

• View inter-application 

transactions and performance 

Consistency with how 

all applications are measured 

End-to-end service 

levels and user experience 

Virtual Server Environment 

Visibility 

limited to 

in and out 

of cloud 

Non-Virtualized Servers 

Intra-server 

traffic does 

not traverse 

physical 

network 


27 

Visibility for Virtualized 

Application Traffic 

• Monitor all traffic crossing host hypervisor 

Intra-server and inter-server + virtual server to physical server traffic visibility 

Automatically discovers applications inside/outside virtual server 

Sees all traffic within assigned port groups 

• Connects to Server virtual switch: Cisco Nexus 1000V Series switches, 

VMware ESX/ESXi 3.5 vSwitch, VMware vSwitch & vDS 

Inter and Intra VM traffic 

Application interaction 

and performance 

Scale to support multiapps 

per server 


28 

Extending Forensic Analysis 

Virtual Tap Mode Enables Deep Packet Capture 

• Virtual Agent provides network 

TAP from within virtual machine 

Mirrors all traffic on the host 

hypervisor to nGenius InfiniStream 

appliance 

Enables Packet Capture for forensic 

analysis and application profiling 

• User configurable between 

Probe and TAP modes 

Intelligent Deep Packet Capture (iDPC) 

• Always-on capture, written to storage in real time 

• Prevents the need to recreate or wait for 

recurrence of problems 

• Enables highly granular profiling of multi-tier 

applications 

nGenius InfiniStream 

Appliance 

Streams packet flow to external 

nGenius InfiniStream appliance 

Forensic Analysis 

• Detailed packet data with drill-down analysis 

• Industry-leading Sniffer decodes and experts 

• Advanced indexing and filtering 

Application Profiling 

• Analysis of interactions across multi-tier 

application on multiple VMs 

• Enables diagnosis of today’s most difficult and 

intermittent problems in virtualized environments 


29 

nGenius Integrated Agent on Cisco ISR 

Cost-Effective Visibility into the Branch 

nGenius Integrated Agent 

• Same functionality as hardwarebased 

nGenius Probes 

Application recognition & monitoring 

Network & application performance 

Response time analysis 

Key performance indicators 

On-demand packet capture 

Voice, video & data convergence 

Error & anomaly detection 

• Seamlessly integrated into unified 

nGenius Service Assurance Solution 

nGenius Probe 

Virtualized 

nGenius probe 

embedded into 

Cisco ISRs 

Cisco ISR G2 with SRE 


30 

Extending Visibility to the Branch 

See ALL Local Services – Cloud and Site-to-Site 

Branch 

nGenius 

Integrated 

Agent 

Branch 

Branch 

nGenius 

Integrated 

Agent 

IP/MPLS 

WAN 

VPN/VPLS 

No 

Traffic 

Flow 

nGenius 

Integrated Agent 

Cloud 

Services 

Internet 

WAN 

Edge 

nGenius 


Datacenter 

Situation 

• Growth in 

Site-to-Site Traffic 

• Virtualized Local 

Traffic 

• Distributed Cloud 

Services 

Challenge 

Need Local Visibility for ALL traffic… 

…Even traffic not destined for the datacenter 

• Traffic Never 

Reaches Datacenter 

• Lost Visibility 

Into Local Service 

Performance & User 

Experience 


31 

Protecting the User Experience: 

Where Do You Want to Be? 

Reactive Proactive 

Solve Problems Quickly 

Ability to react fast with 

insight to rapidly solve 

problems when users call 

help desk 

Responsive 

Detect Problems Early 

Detect and resolve widespread 

degradations or 

outages before the users 

call the help desk 

Preemptive 

Avoid Problems 

Automatically identify 

anomalous behavior that 

could lead to problems 

before users are effected 

Predict & Prevent 

Enable IT teams to better collaborate on problem identification and resolution 


32 

The Business Service Dashboard: 

A Single Unified View of Business Services 

View “services” the way they are 

deployed in your organization 

• Unified business perspective 

of complex service delivery 

environments 

• Track your most important 

business applications 

• Dynamic representation of 

service elements correlated 

with user experience 

• Robust analytics automates 

analysis and detects anomalies 

• Seamless workflows enable 

high level to low level analysis 

• Intuitive, easy-to-use operation 

– supports multiple audiences 


33 

Flexible Contextual Service Domains 

Visualize Services in Context With Business Deployment 

• Organize end to-end service views in context with service consumption 

• Flexible, user-defined hierarchical service grouping 

• Combines physical and logical attributes of a service 

• Dynamic contextual views based upon selected hierarchy point 

Location 

Hierarchy 

Services 

Complete Flexibility: 

Organize the service 

hierarchy to represent 

any business environment 

• Specific service 

• Physical sites 

• Logical 

workgroups 

• Geographic 

regions 

• Business units 

• Users 


34 

Unified View Into Critical Business Services 

Correlates Logical “Service” Components 

Services, Content, 

Applications 

Any Service End-to-End 

End-to-End Network 


35 

Intelligent Early Warning 

Automated Alerts into Emerging Performance Issues 

Identify Service Issues Before Large Numbers of Users Are Affected 

Alerts on service, 

application and 

network performance 

Simplified view into 

end-to-end service 

delivery 

• Throughput 

• Response Time 

• Session success 

• Session failures 

• Traffic volume 

User Experience Metrics 

• Voice quality 

• Video quality 

• Latency 

• TCP Metrics 

• Errors 

Alerts on potential 

security and 

cyberthreats 

Quickly identify 

and triage 

problems 


36 

Intelligent Early Warning 

Automated Identification of Anomalous Conditions 

KPI 

Alarms 

Analytics 

Alarms 

Traffic Policy 

Violations 

Error Codes 

App/Server 

Discovery 

Thresholdbased 

Alerts 

nGenius 

System Alerts 

• Combined KPIs and 

performance metrics 

provide insight into user 

experience 

• Builds base line of 

normal behavior over 

time 

• Automates detection of 

changes in service 

performance 

Application and network 

performance 

Emerging security 

threats and risk 

• Actionable alerts 

provide Intuitive launch 

point for powerful 

diagnostics 


37 

The Value of Network-Based Analytics 

Early Notification of Traffic Pattern Changes 

Simple Threshold 

Threshold passed once 

Threshold-based alarms provide 

notification when an event occurs 

that has already impacted users 

Threshold Over Time 

Threshold passed 

for period of time 

Threshold alerts miss early indicators 

of important traffic changes 

Anomaly Detection 

Significant change caught 

by anomaly detection 

Behavior-based alarms warn of 

emerging issues that allows time 

to address emerging performance 

before users are impacted 


38 

Unified Service Representation 

Aggregate View of Service Element Performance 

Top level view reveals 

service status 

Drill-down to see all 

service elements 

Drill-down to sessions 

and transactions 

Specific Services | Logical Groups of Users | Geographical Users 

Network Elements, Applications, Servers and Enablers 

Service Flows Tracked From Pervasive nGenius Intelligent Data Sources 

End-to-End IP Service Traffic 

Correlated Unified 

“Service” View 


39 

Traditional Security Approach 

is No Longer Enough 

Changing 

Threat 

Vectors 

• Internal and external attacks 

• Denial-of-service attacks 

• Network breaches 

• Impersonation (Spoofing) 

• Data leaks 

Traditional Perimeter 

NAC / Desktop 

Service Delivery Environment 

Firewall | IPS | Appliances 

Increased scope 

of damage with 

a shorter time 

to respond 


40 

Extending Your Security Architecture 

Improving Situational Awareness 

Layer of 

visibility over 

existing 

security 

solutions 

• Leverage service management systems already deployed 

• Visibility into both applications and network layers 

• Identify anomalies, behavior changes and policy violations 

• Early warning to the Cyber Defense Alert Center (CDAC) 

• Integrated anomaly detection into ArcSight ETRM platforms 

• Complemented with extensive post-event forensic capabilities 

• Which servers affected 

• Which ports affected 

• Which users affected 

• How fast is threat spreading 

• Which paths affected 

• Which open ports allowed attack 


41 

nGenius Enterprise Intelligence 

Unified Network and Application Performance Analysis 

for a Comprehensive View into User Experience 

• Session-oriented perspective of complex 

service delivery environments 

• End to-end analysis views in context 

with service consumption 

• Visualizes network and application 

performance correlated with user 

business service transactions 

• Real-time on-demand session 

reconstruction enables fast and 

flexible service analysis 

Enables a granular understanding of how network and 

application interdependencies impact overall service performance 

and the downstream effect on user experience 


42 

Unified Visibility into Enterprise Services 

Comprehensive View of User Experience 

Advanced Session and 

Transaction Analysis 

• Multi-Segment – 

business service 

transactions across 

domains 

• Multi-Tier – Correlated 

per-session views of 

application tiers and 

protocols (future release) 

• Traces data and voice service sessions across the enterprise 

• Correlated views of physical and logical attributes of a service 

• Visibility across physical and virtual infrastructure 

• View traffic path across the data center and network 

Granular and Actionable 

Performance Metrics 

• Application flows 

• Session transactions 

• Network hop latency 

• User response time 

• Failure analysis 

End-to-End Analysis of Business Service Transactions 


43 

Quickly Troubleshoot Application Problems 

Across Multiple Network Segments 

Exposes Interrelationships of Application and Service Components 

Service degradation alert received by 

nGenius Service Delivery Manager 

Drill into application events across 

multiple network segments in real time 

with nGenius Enterprise Intelligence 

End-to-End Visibility Into Application Flow Across Multiple Domains 


44 

Unified Path to Identify Root Cause 

Automated Service-Oriented Workflows Quickly Identify And Triage Problems 

Quickly Move From Problem Identification to Resolution 

nGenius Service Delivery Manager 

Identify | Triage 

• Automated anomaly detection identifies user 

experience problems 

• View impacted components and service 

topology and assess impact 

• Quickly expose all impacted elements 

to speed resolution 

• Triage situation for decisive “next step” actions 

Correlated topdown 

view 

enables 

seamless 

workflow from 

end-to-end 

service 

visualization to 

session analysis 

nGenius Enterprise Intelligence 

Analyze | Resolve 

• Session tracing and troubleshooting 

reduces need to dive into packets 

• Multi-tier, multi-hop correlation 

• Instant access to end-to-end user session 

• Session-based multi-hop analysis with 

per-transaction visibility 


45 

The Unified Communications Environment 

• Multi-vendor UC deployments 

• Mixed vendor endpoints 

• Hard/soft endpoints 

• Uncompromising interoperability 

Campus 

LAN 

Data Center 

Complex Service Delivery Chain 

PSTN 

• Remote workers 

• Multi-carrier transport networks 

• Hosted services 

• Multiple IT support groups involved 

WAN 

Broadband 

Branch 

Other 

Location 

Mobile 

Network 


Enterprise 

Voice 

46 

Current UC Service Management 

Approaches Aren’t Enough… 

• Vendor tools focus on own technologies 

• Vendor-specific tools don’t identify 

underlying performance issues 

• No integrated voice, video and data 

service delivery management 

• Most solutions focused on networks 

• Need common tools for diverse 

IT teams and skills 

Network Performance 

not good enough Proxy 

for User Experience 

• Packet loss 

• Jitter 

• Latency 

Enterprise 

Video 


47 

Poor Voice / Video Quality 

What Can Go Wrong … 

Scrambled Video 

Acoustic Echo 

Poor Performing 

CPE 


Network 

Environmental 

Issues 

Network 

Performance 

Improper Software 

Implementation 

IP/MPLS 

WAN 

PSTN 

Edge-Device 

Performance 

Other Networks, 

Carriers and Endpoints 

Long Voice Path Delays 

IP Packet Transmission Problems 

Application 

Performance 

Broadband 

Mobile/VPN 

Performance 

Changing 

Transmission Rates 

IP 

Far End 

Branch 

Office 

Misconfigured Gateways, 

Networks and Codecs 

Endpoint 

Performance 

Call Echo 

Misconfigured 

End-Points 


48 

Introducing 

nGenius Voice | Video Manager 

Proactive Service Management 

for Video, Telepresence and Voice 

Unified Communications environments 

• Real-time voice and video quality 

measurements with per-session 

QoE metrics representative of user 

experience 

• Real-time dashboards with userbased 

service level alerting 

• Powerful troubleshooting and 

automated diagnostics with 

seamless drill-down to individual 

user sessions 

• Flexible business-relevant service 

level reporting 


49 

Unified Visibility into Video 

and Voice Services 

Single Platform Supports Both Video and Voice Deployments 

VoIP / IPT Telepresence 

Streaming Video 

Multicast | Unicast 

Visibility into all 

communications 

across monitored 

network 

Every user, 

every session, 

every endpoint 

Video Conference 

Identifies service 

quality to and 

from endpoints 


50 

Supports the Full Spectrum 

of UC Vendors and Applications 

Comprehensive View Into Unified Communications Service 

Performance Across Multi-Vendor, Multi-Location Environments 

• Vendor agnostic 

• Physical endpoints 

• Soft-client endpoints 

• Mixed-vendor environments 


Network 

Conferencing 

Service 

IP/MPLS 

WAN 

PSTN 

Voice 

Gateways 

Other IP 

IP 

Far End 

Branch 

Office 

Endpoint Access 

Core network 3rd Party Network 

Endpoint 


51 

Getting to the Real User Experience 

With Full Application Visibility 

Device-specific 

calibration 

enables metric 

accuracy for 

each endpoint 

Network Performance 

Header Metrics 

• Jitter 

• Packet Loss 

• Latency 

• Congestion 

View IP transport impairments 

impacting UC service delivery, 

availability and quality 


Advanced RTP stream and payload analysis 

+ 

Network 

Application Performance 

Payload Metrics 

• Listening Quality 

• Conversation Quality 

• Voice Degradations 

• Video Degradations 

ITU P.564 ITU P.561 P.562, P.563 

Essential insight into 

application performance 

and quality of UC services 


52 

Assure Enterprise VoIP QoE 

• End-to-end IPT call visibility – 

within site and site-to-site 

• Network + voice call characteristics 

• Real-time in-call quality changes 

• Per-user voice quality metrics 

PSTN 

Note: Call visibility requires local instrumentation 

WAN 

Large Branch Office Regional Call Center 

Other Far End 


53 

Assure Telepresence QoE 

• End-to-end session visibility with multi-site coverage 

• Combined voice and video transmission with 

granular per-stream analysis 

• Detects session quality changes during session 

• Real-time in-session monitoring for critical events 

Los Angeles 

Note: Call visibility requires local instrumentation 

WAN 

London 

New York 


54 

Assure Video Conferencing QoE 

• Point-to-point AND point-to-multi-point conferences 

• Combined Video and Voice performance metrics – 

even if traveling different paths (PSTN & IP Network) 

• Multi-user combined session and “per-leg” metrics 

• Supports fixed and soft-client endpoints 

Note: Call visibility 

requires instrumentation 

San 

Jose 

Remote 

Workers 

WAN 

Broadband + VPN 

Dallas 

Hong 

Kong 

London 


55 

Collecting User Experience Traffic Metrics 

nGenius 

Voice | Video Manager 

Visualization & Reporting 

Analysis & Diagnostics 

Aggregation & Correlation 

End-Point 

Metrics 


Network 

Embedded 

Metrics 

Instrumentation 

• nGenius InfiniStream appliance provides real-time 

passive packet analysis 

• Measurements from agents embedded in soft-clients 

• CDR data leveraged from IPT session managers 

Data 

• User Experience metrics extracted from media streams 

• Real-time measures updated during user sessions 

• CDR data is correlated with session data for reporting 

WAN/ 

PSTN 

Call Path 

Metrics 

Data 

Center 

Session 

Records 

3 rd Party 

CDRs 

End-Point 

Metrics 

IP 

Far End 

Branch 

Office 

PSTN 


56 

Instrumentation Reference Architecture 

Site 1 

Site 2 


Network 


Network 

Access 

Access 

• Can leverage some existing nGenius 

InfiniStream appliance placements 

• Instrumentation points should focus on 

primary service flows and media streams 

• Instrument major network demarcation 

locations and external interconnects 

SIP Trunks + Media Gateways 

MPLS 

WAN 

Conference Server 

Call/Session Manager 

Media 

Gateway 

Branch 

Office 

PSTN 

• Dedicated instrumentation for each 

video conf and Telepresence room 

• Measurements from embedded agents 

on select soft-clients 

• CDR data collected to provide call 

correlation with identifiers 


57 

Voice | Video Metrics from 

nGenius InfiniStream Appliance 

• Single nGenius InfiniStream appliance* will support BOTH UC 

and data traffic monitoring from same device 

No additional license cost for nGenius InfiniStream to support Voice | Video 

• UC monitoring will likely require additional instrumentation points 

On average 20-30% cross-leverage existing data sources 

Media/call paths determine coverage requirements 

Call/session consideration for high-volume segments 

nSProbe Agent 

• Packets 

• ASI 

• Analytics 

Voice|Video Agent 

• Voice quality metrics 

• Video quality metrics 

* Not all deployed nGenius InfiniStream 

appliances will support Voice|Video metrics 

IP Engine 

Agent 


58 

Endpoint and CDR Data Collection 

CDR data is leveraged to correlate users (phone numbers) 

and called numbers into performance measurements 

• New Voice | Video Collector performs endpoint metric data collection 

Similar to nGenius Flow Collector, but dedicated for UC metrics 

Collects CDR data from call managers & SBCs 

Deploy ONE appliance per physical location 

Call Control / 

Session Boarder Control 

MicroSoft Lync 

Endpoints 

IBM Sametime 

Endpoints 


Business Impact 

59 

The Operational Value: 

Move from Responsive to Predictive 

Automated 

Analytics Alarm 

Predictive 

Abnormal Condition Begins 

Threshold 

Alarm 

Avoid 

User Impact 

User 

Impact 

Preemptive 

Time 

Problem is Recognized 

User Calls 

Help Desk 

Minimize 

User Impact 

Responsive 

Typical Problem 

Resolution Cycle 

Reduce 

User Impact 

Root Cause Found Problem Resolved 


60 

The Cumulative Value of NetScout 

• Problem Avoidance 

Predictive intelligence through automation 

prevents service impact 

• Reduced Downtime 

Faster problem resolution through efficient 

troubleshooting 

• Optimized Service Delivery 

Improved delivery of services, applications 

and network capabilities with better 

leverage of infrastructure investments 

• Increased Operational Efficiency 

Reduce time for tasks with workflow 

consistency and tool consolidation 

• Improved Productivity 

Faster, more efficient actions enabling 

doing more with less with increased 

organizational scale 

• Simplify Deployments Accelerate 

roll-out of new applications & advanced 

technologies 

• Tool Consolidation 

Integration and simplification of 

management tools 

• Cross-Functional Collaboration 

Common tools and dataset across IT 

organization 


61 

Cross-Organizational Leverage 

Unified Perspective Across The IT Organization 

One Unified Platform Leveraged Across the IT Organization 

Operational Consistency, Flexibility & Collaboration 

Reduces cost of IT operations through improved 

operational efficiency, IT staff collaboration and tool consolidation 

Consistent Data, Unified Views 


62 

Deployment-Proven Business Value 

A survey of 8 long time users 

revealed a 5-year ROI of 685% 

• Consistent 80-90% reduction in 

response and repair time 

• Diagnose and resolve IT servicerelated 

problems more rapidly 

• First year savings of $1.6M, with 

a total 5 year savings of $7.6M 

• 3 year ROI of 434% and 5 Year 

ROI of 685% 

• Investment payback in 

less than 8 months 

Total First Year Savings: $ 1.6M 

Source: Chadwick Martin Bailey 

Consistently Faster Problem Resolution 

Percentage IT 

Staff Productivity 

Improvements 

“The nGenius Service Assurance 

Solution ranks near the top of all IT 

investments made in delivering aboveaverage 

financial returns.” 

Chadwick Martin Bailey Source: Chadwick Martin Bailey 


Lower Opex 

63 

NetScout is Transforming 

Performance Management 

• Availability, quality, and 

consistency of services 

• Existing asset longevity 

and performance 

• Harvest value from core 

technology investments 

Unified Service Delivery Management 

Optimize 

Protect Simplify 

• Assure performance 

of delivered services 

• Quickly identify and solve 

performance problems 

• Prevent and minimize 

service disruptions 

• Reduce complexity of 

IP service management 

• Enable collaboration 

across organizations 

• Reduce tool complexity 

and lower Opex 

Increase Availability 


64 

www.netscout.com 


65 

Why Network Monitoring Switches 

• Multiple IT groups need access to 

packet-flow data 

Performance management, unified 

communications monitoring, compliance, 

cybersecurity … 

• Limited network connection points 

Segment-specific taps 

SPAN/Mirror ports 

• Different tools need different levels of 

data/traffic 

• Growing mismatch in network speeds to 

tool connection/capacity 

• Need to support on-demand hot-spot 

analysis 


66 

nGenius 1500 Series Packet Flow Switch 

Get the Right Information to the 

Right Tools at the Right Time 

• Address network connection 

shortages 

• Simplifies monitoring architecture 

complexity 

• Need intelligence to direct 

appropriate traffic to other devices 

• Granular flexibility in directing 

network traffic 

• Lowers cost of operations while 

improving network visibility 

• Extends depth and scale of 

monitoring capabilities 


67 

nGenius 1500 Series Packet Flow Switch 

Technical Overview 

Architected for highperformance,lowlatency 

networks 

• 24 FlexPorts support either 1 GbE or 10 GbE wire-speed connections in 1 RU 

• 240 Gbps non-blocking switch fabric with 650 ns sustained port-to-port latency 

• Advanced layer 2/3/4 traffic filtering and conditioning 

• Clustering supports up to two devices in a single managed cluster of 48 ports 

• Redundant power supplies for high availability requirements 

• Web-based management for administration and remote management 

Built on Deployment-Proven Data Center Switching Switch Silicon 


68 

Achieve Truly Pervasive Visibility 

• More efficient and scalable 

network traffic monitoring 

• Better leverage scarce 

monitoring points 

• Leverage network 

connection points across 

multiple tools and IT groups 

• Deep and granular control 

and conditioning of network 

traffic 

• Improve performance and 

downstream monitoring 

capabilities 

• Improve operational 

efficiency 

Security 

Other 

Tools 

Aggregate and distribute network 

traffic from a single monitoring point 

and deliver to many devices 


69 

Advanced Packet Switching Services 

Highly flexible and user definable aggregation and distribution 

enable multiple uses from a single device 

Extensive 

intelligent layer 

2/3/4 filtering 

enables efficient 

packet forwarding 

User definable 

packet slicing to 

forward relevant 

portion of 

packets 

Real-time port 

tagging, 

filtering/removing/r 

eplacing VLAN 

tags 

Advanced Services are STANDARD at no additional cost 

Traffic load 

balancing for 

traffic 

management and 

resiliency 

• Any port can be configured as an inbound (network ingress), or outbound 

(monitoring egress) port – many-to-one, and one-to-many, one-to-one from a 

single device 

• Low latency AND wire-speed performance maintained on every port regardless of 

configuration, intelligent filtering services or packet slicing being applied 


70 

Deployment Flexibility 

• Any port can be network (ingress) or 

monitoring tool (egress) 

• Many-to-one, and one-to-many, one-toone 

from a single device 

• All 24-ports are FlexPorts – supports 

either 1 GbE or 10GbE 

• Interface speed defined by pluggable 

deployed 

• Non-disruptive in-place interface or 

configuration changes 

Any port can be a 1 GbE or 10 GbE Interface 

Benefits 

• Flexible configurations 

• No forklift upgrades – change 

interface speeds as network 

evolves 

• Preserve existing GbE devices as 

network migrates to 10 GbE 

Supported SFP Interfaces 

GbE 

• Fiber SX SFP 

• Fiber LX SFP 

• Copper TX SFP 

10GbE 

• Short-Range Fiber SR SFP+ 

• Long Range Fiber LR SFP+ 


71 

nGenius Packet Flow Switch 

Deployment Examples 

Traffic Aggregation 

Tap one or many and 

feed traffic to one or 

many monitoring 

devices 

Traffic Distribution Media Translation 

Feed filtered or unfiltered 

traffic to another nGenius 

switch or monitoring tool 

further downstream 

Network Connection Common to All Cases 

Tap, Span or Combination of Both 

Match different data to 

different tools at different 

interface speeds 

(10 GbE link to 

1 GbE security device) 


72 

Data Center Virtual Server Monitoring 

• Automate access to nGenius Virtual Agent 

packet-flow data in vTap mode for on-demand 

deep-dive analysis 

vTAP Traffic for 

deeper analysis 


PFS 

vTAP Traffic Aggregation 

Virtual Servers 

nGenius Virtual Agent nGenius Virtual Agent 


Packet-Flow traffic 

(vTap Mode) 


metadata traffic (probe mode) 

nGenius Virtual Agent can only be active in either Probe or Tap mode, scenario 

assumes switching nGenius Virtual Agent between modes to support problem resolution activity 

nGenius 


appliance 


73 

NetScout Simplifies the Monitoring 

Architecture 


74 

Why NetScout – 

The Value of a Single Vendor 

• Single-vendor solution with one 

buying relationship 

• Fewer vendors to manage and 

devices to integrate 

• Simplify architectural complexity and 

maintain control of network access 

• Pre-integrated and tested minimize 

interoperability issues 

• Streamlined support and 

maintenance 

• Lower capex and opex results in a 

lower overall total cost of ownership 


75 



76 

Simplify Workflows 

Unified and Contextual Service-Oriented Analysis 

Service Visualization 

and Early Warning 

Flow-based 

Analysis & Reporting 

Deep Packet 

Drill-down 

Anomalies & KPIs Services, Users, Sessions Granular Packet Analysis 

• User experience and service 

level management 

• Business-oriented end-toend 

service visibility 

• Analytics, KPIs, Alarms 

• Automated problem and 

cyber threat detection 

Cross-indexed Metrics 

• End-to-end session and flowbased 

analysis 

• Application, network and user 

correlation with 

• See service interdependencies 

• Real-time and historical insight 

• Multi-domain session analysis 

with granular packet-level 

views 

• Application intelligence with 

expert analysis 

• Packet data mining 

• Historical forensic analysis 

Automated and Streamlined Approach to Service Management 


77 

3 

2 

1 

Unified Service Delivery Management: 

Foundation Capabilities 

Visualization 

and Reporting 

Correlation 

and Analysis 

Pervasive 

Visibility 

• Multiple views of actionable intelligence 

• Reveal interrelationships and dependencies 

• Real-time and historical views and reports 

• Flexibility and granularity for multiple stakeholders 

• All applications services and protocols 

• Adaptive data model-driven correlation of service flows 

• Multi-location, multi-domain correlation 

• Delivery experience on per-user, per-service basis 

• Non-intrusive capture and real-time analysis of complete 

set of IP data relating to infrastructure, services, devices 

• Scalable and extensible 

• Flexibility for deployment end-to-end across enterprise 


Use specific tools to drill into identified issues 

78 

Correlation and Analysis 

Multi-Dimensional View into Service Delivery 

Overarching view provides an organizing layer – 

Identifies there is a problem… and where to focus to resolve 

User 

LAN 

User 

User 

User 

Enterprise Network Infrastructure WAN 

Service Flows and Transactions 

Enablers 

Applications 

Application Infrastructure 

User 

DNS/Radius AAA Security 

User 

Network Security 

ADC/SLB Data Center Network 

WOC 

Web Servers App Servers DB Servers 

Cloud 

Storage 

Virtualized servers 

• Deep Packet Analysis enables 

granular service flow context 

• Multiple location correlation 

• Correlate high volume of transactions 

• Support for data, voice and video 

applications (not just .NET and J2EE) 

• User/session specific granularity 

• Network-based analytics identify 

behavior changes and emerging 

problems 

• Distributed analysis – analysis 

performed on local appliances 


79

roadshow_am_ntct_assuring_user_experienct_2012-03 - NetScout

Create successful ePaper yourself

Delete template?

Save as template?