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So, you’ve defined your cloud strategy, developed the business plan, published your cloud application roadmap, and got buy-in from all the stakeholders. Now comes the hard part – selecting your cloud service providers and partners!Many companies are finding out the hard way that while the cloud is a simple concept, beneath the billows lays a complex application delivery chain with many hidden dependencies and unforeseen business risks. And with the business demanding faster and faster ‘time-to-value’, you have less time to do more, often without good information. The net result is your risk of choosing the wrong cloud service provider is significant. It could even reduce or eliminate the planned business benefits and ROI.So how can you ensure that your selection process for cloud service providers and partners is fast but well-informed, based on reliable data and mitigates the risk of hidden surprises?Join EMA and Compuware in this webinar and discover:• Where to find reliable, actionable data on CSP performance and availability• What factors you should take into account that are unique to you• Whether SLAs matter when it comes to selecting a CSP• How to identify hidden dependencies and unforeseen risks• How to do cost-effective, real-world performance testing of CSPs
Citation preview
Webinar: “Measure Twice, Cut Once: 5 Best Practices Webinar: “Measure Twice, Cut Once: 5 Best Practices For Selecting Your Cloud Service Providers”
Richard StoneCloud Solutions ManagerCompuware Inc
Dennis DrogsethVice President of ResearchEnterprise Management Associates
September 8, 2011
• Introduction & welcome
• “Five Steps to Managing Your Cloud Service Providers”
– Dennis Drogseth, Vice President of Research, EMA
Agenda
• “5 Best Practices For Selecting Your Cloud Service Providers”
– Richard Stone, Cloud Solutions Manager, Compuware
• Q&A session
– Use Webex ‘chat’ to ask your questions at any time
Five Steps to Managing Your Cloud Service Providers for Effective Application Delivery
Dennis Drogseth
Vice President
Enterprise Management Associates
September 8, 2011© 2011 Enterprise Management Associates, Inc.
Agenda
• Where and why cloud adoptions are changing
• Step One: Assess your application/infrastructure design requirements
• Step Two: Map your application/infrastructure design requirements to cloud/ hybrid options
• Step Three: Assess your monitoring requirements• Step Three: Assess your monitoring requirements
• Step Four: Select cloud service providers based on design needs, reputation and willingness to partner
• Step Five: Manage your cloud SPs as participants in a broader application/service ecosystem.
• Conclusion
Slide 4 © 2011 Enterprise Management Associates, Inc.
Do you believe, or did you discover, that once begun, Cloud initiatives required rethinking and/or redirection before the...
70%Yes
70% of Respondents have had to RETHINK or REDIRECT Initial Deployments
Sample Size = 155
8%
21%
0% 10%
Don’t know
No
Column %
Slide 5 © 2011 Enterprise Management Associates, Inc.
Which changes has your org made/anticipate to rethi nk and/or redirect the original cloud initiative?
39%
40%
41%
47%
Changes in management technology adoption for service performance management
Changes in application development and design
Changes in management technology adoption for provisioning services & managing …
Changes in process and process flows
Of These, Process, Technology Adoption, and Application Development Dominate
Sample Size = 138
1%
26%
33%
36%
36%
0% 10% 20% 30% 40% 50%
Other (Please specify)
Changes in organizational ownership
Changes in how cloud and/or virtualization initiatives are measured for effectiveness
Changes in how cloud and/or virtualization deployments are initiated
Changes in how services are accounted for from a cost perspective
for service performance management
% Valid Cases (Mentions / Valid Cases)
Step One: Assess your Application/ Infrastructure Design RequirementsInfrastructure Design Requirements
© 2011 Enterprise Management Associates, Inc.Slide 7
Application/Infrastructure Design Requirements Cut Across Domains
• Database(s)
• Storage
• Application Server (s)
• Middleware Server(s)
• Mainframe
• Web 2.0 and other services – e.g. credit card
Slide 8 © 2011 Enterprise Management Associates, Inc.
• Web 2.0 and other services – e.g. credit card validation
• Network interdependencies – local and WAN
• Devices – application acceleration, load balancing , etc.
• DNS, Active Directory, and other services
Note: SaaS can be private as well as public. And even public SaaS options, along with public IaaS and PaaS options, need to be understood in terms of overall application ecosystem design.
And Can Include Many Different Types of Component Interdependencies
50%50%
56%59%
61%61%
77%
MobileVirtual Application environments (Citrix, etc.)
WirelessVPN
Virtual Server environments (VMWare, Xen, etc.).NETJava
Which of the following environments pertain to your company’s Web-based business applications? Select all that apply.
3%16%
22%29%
31%33%34%
37%37%
40%50%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
Other (Please specify)Ruby on Rails
MPLSContent Delivery Networks
AJAXCellular
Thin clientSaaS
Cloud ServicesVirtual Desktop Infrastructure
Mobile
% Valid Cases (Mentions / Valid Cases)Sample Size = 119, Valid Cases = 119
Slide 9 © 2011 Enterprise Management Associates, Inc.
Who YOU are Matters
• Manufacturing: more focused on industry-specific apps and less focused on CRM/ERP than average, supports a wide range of technical environments – e.g. SaaS, virtualization CDNs.
• Retail: more likely to track Web abandonment rates and is asked to share information with suppliers Tracks competitors’ performance more than average.
• High Tech/Computer: favors Corporate Web sites and SOA, Tracks competitors’ performance, and more focused on sharing information with external customers, and favors social networking.
• Healthcare: strong on industry-specific applications and back office (ERP CRM), favors SaaS, is asked to share information with external customers, suppliers and partners more than average.
• Finance: more likely to view Web applications as critical, naturally focuses most on financial transactions, is least likely to go for Cloud and social networking.
Slide 10 © 2011 Enterprise Management Associates, Inc.
Step Two: Map your Application/Infrastructure Design Requirements to Cloud/Hybrid Requirements to Cloud/Hybrid Options
© 2011 Enterprise Management Associates, Inc.Slide 11
What cloud computing service model(s) has your organization deployed, or is planning to deploy? Select all that apply. by...
Title76.92%
76.56%Software as a Service (SaaS) – a fully-functional pre-built application environment is delivered by
the (internal/external) cloud provider
IaaS and PaaS show more Organizational and Maturity Dependencies than SaaS
Sample Size = 155, Valid Cases = 155
45.05%
43.96%
29.69%
31.25%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
Infrastructure as a Service (IaaS) – only basic system or machine-level resources are delivered
by the (internal/external) cloud provider
Platform as a Service (PaaS) – an environment for application development and deployment is
delivered by the (internal/external) cloud provider
Without X-Domain With X-Domain
Slide 12 © 2011 Enterprise Management Associates, Inc.
Map your Application/Infrastructure Design to Cloud and Hybrid Options
• Internal Cloud versus External Cloud versus Virtualized Infrastructure only versus Physical Infrastructure
• SaaS, IaaS, Paas
• Plan A
• Plan B• Plan B
• Virtualized = ???
• Look before you leap
Slide 13 © 2011 Enterprise Management Associates, Inc.
Indicate the top 2 technologies for building cloud services not including systems virtualization
49%
56%
Web Services
Virtual Desktop Infrastructure
Cloud is also Impacting Application Design Criteria
Sample Size = 155
19%
35%
41%
0% 10% 20% 30% 40% 50% 60%
Configuration libraries
New application APIs
Web 2.0 technologies
% Valid Cases (Mentions / Valid Cases)
Slide 14 © 2011 Enterprise Management Associates, Inc.
Step Three: Assess your Monitoring RequirementsRequirements
© 2011 Enterprise Management Associates, Inc.Slide 15
Some Overall Monitoring Objectives
• Pre-deployment and Dev/Ops
• Scalability
• Geographical variance and mobility
• SLM/ SLAs
• User Experience Management
• Business impact
• Multi-dimensional Transaction awareness
• External ratings and rankings
• And Understand WHO’s Doing the Monitoring
© 2011 Enterprise Management Associates, Inc.Slide 16
Web-based and other Application Monitoring Requirements Don’t Go Away
45%
57%
66%
67%
71%
Data on your competitors’ performance
Financial transactions
Performance of Web applications used internally
Web analytics (tracking how people use your Web sit e)
Load balancing/ traffic management
Which of the following is your company actively monitoring in support of Web-based applications performance? Select all.
2%
22%
23%
24%
35%
39%
41%
42%
44%
0% 20% 40% 60% 80%
Other (Please specify)
CDN performance
Mashups
Ad-serving
Geographically specific content
Cloud infrastructure performance
SaaS (e-commerce packages integrated into your Web site, such as SalesForce.com,)
Integrations with third -party Web sites (e.g. travel reservation systems)
Suppliers (for manufacturing; healthcare; retail, e tc.)
© 2011 Enterprise Management Associates, Inc.Slide 17
Service Management Dashboards with Advanced Analytics Deliver Especially Strong Value
• Dashboard plus analytics best in ALL areas but especially:
• 1.8 times more likely to reduce management complexity
• 1.4 times more likely to reduce capital costs via cloud
• 1.7 times more likely to free up resources for strategic projects
• 1.9 times more likely to improve service resilience via cloud
• 1.4 times more likely to accelerate deployment of existing services • 1.4 times more likely to accelerate deployment of existing services via cloud
• 1.4 times more likely to increase infrastructure flexibility and agility via cloud
• 1.8 times more likely to expand revenue channels via cloud
• Twice as likely to deliver business model enhancements via cloud
© 2011 Enterprise Management Associates, Inc.Slide 18
What was the percentage increase or decrease of your organization’s annual IT budget from last year to this year? Grouped by Service level management
Title29.73%
With Service level Management Without Service level Management
IT Organizations Without SLM are more than 1.6 times more likely to show flat/declining Budgets
Sample Size = 142
70.27%
29.73%
Increased Flat/Decreased
51.47%48.53%
Increased Flat/Decreased
Slide 19 © 2011 Enterprise Management Associates, Inc.
Step Four: Select Cloud SPs Based on Design Needs, Reputation and Design Needs, Reputation and Willingness to Partner
© 2011 Enterprise Management Associates, Inc.Slide 20
Selecting for Design, Reputation and Willingness to Partner
• Who are they?
• What do they offer?
• What SLAs do they offer
• What are their security guarantees?
• What is your effective access to them when things go wrong?
• Are they (at all) willing to partner with you or do they manage their clients as commodities?
Slide 21 © 2011 Enterprise Management Associates, Inc.
What are your top decision factors when choosing a cloud computing service provider (external cloud)?
43%
43%
55%
63%
Low cost
Willingness to commit to SLAs
Proven performance
Security, risk, or compliance strengths
Security, Overall Performance, and SLA Commitments Lead Cloud SP Selection Criteria
Sample Size = 155
1%
20%
21%
28%
28%
43%
0% 10% 20% 30% 40% 50% 60% 70%
Other (Please specify)
Willing to work with other cloud service providers
Willingness to provide data-level access
Diversity of services
Willingness to support your need to monitor
Low cost
% Valid Cases (Mentions / Valid Cases)
Slide 22 © 2011 Enterprise Management Associates, Inc.
Check All that Apply!
• Which are you using Cloud Service Providers for? (check all that apply)
• Mission critical customer-facing applications
• Production ERP applications
• Partner/ supply chain, or other community application environments
• Back office niche applications• Back office niche applications
• User productivity applications
• Messaging and collaboration applications
• Off-site Web hosting
• Platforms for application test and development
• Remote database
• Remote storage
• Full remote infrastructure support
• Trying out new apps to see if they’re useful
Slide 23 © 2011 Enterprise Management Associates, Inc.
Step Five: Manage your Cloud SPs as Participants in a Broader Participants in a Broader Application/Service Ecosystem
© 2011 Enterprise Management Associates, Inc.Slide 24
Web-based Application Ecosystems are Increasingly on the Rise
51%They are an essential
part of our business or services
How would you describe the role of Web-based applications for your business/organization?
Slide 25 © 2011 Enterprise Management Associates, Inc.
49%
0% 10% 20% 30% 40% 50% 60%
They are an important part of our business or
services
Column %Sample Size = 119
Information Sharing Across Web-based Application Ecosystems Provides Relevant Insights into Cloud
62%
66%
Internal on -line
Internal relevant IT groups
Internal between IT and the lines of business
Which of the following groups are actively asking you to share Web-based applications performance information? Select all.
Slide 26 © 2011 Enterprise Management Associates, Inc.
35%
38%
39%
43%
0% 10% 20% 30% 40% 50% 60% 70%
External suppliers
External customers
External partners
Internal on -line operations
% Valid Cases (Mentions / Valid Cases)
Sample Size = 119, Valid Cases = 119
Ecosystem Monitoring and Control Concerns Reflect Overall Cloud Concerns
47%
47%
49%
65%
Lack of unified SLAs
Overall lack of control
Lack of visibility
Security vulnerabilities
What are the obstacles that you foresee in monitoring cloud-related services? Select all that apply.
Slide 27 © 2011 Enterprise Management Associates, Inc.
5%
33%
35%
40%
44%
47%
0% 20% 40% 60%
Other (Please specify)
Support for virtualized environments
Unique API requirements
Managing the service provider politics beyond the technologies
Lack of accountability
Lack of unified SLAs
% Valid Cases (Mentions / Valid Cases)Sample Size = 119, Valid Cases = 43
How to Manage Your Cloud Providers as a Part of an Extended Application Ecosystem
• Cloud contracts can have shorter durations- - this is Cloud “Shopping Mall” and let them know it
• Use Cloud to try out new services – who’s and what’s right for you?
• Have multiple options – who’s performing best today?
• Revisit the term “stakeholders” – if you feel their stakeholder is their lawyer, maybe not the right choice.lawyer, maybe not the right choice.
• Formalize process expectations in the contract—they will if you don’t – be proactive .
• In parallel, publish what you’ve got– define your services to YOUR customers, so you can manage their expectations.
• Seek out and external resources for validating poor performance and document your concerns
• Manage them as RESOURCES for YOUR application services
Slide 28 © 2011 Enterprise Management Associates, Inc.
Thank you for attending.
© 2011 Enterprise Management Associates, Inc.Slide 29
Thank you for attending.
“5 Best Practices For Selecting Your Cloud“5 Best Practices For Selecting Your CloudService Providers”
Richard Stone
Cloud Solutions Manager
Compuware Inc
5 Best Practices For Selecting Cloud Service Providers
Insure all stakeholders have a seat at the table,
including Dev & Test
Choose cloud model(s) based on both technical & business requirements
Implement a cloud Implement a cloud performance monitoring
strategy from Day 1
Evaluate CSPs based on your IT design goals and
business needs
Insure performance goals by continuously monitoring
the end user experience
Best Practice #1: Insure all stakeholders have a seat at the table, including Dev & Testseat at the table, including Dev & Test
Two important considerations ...
Your next strategic business initiative
• Mobility • In 2-3 years, mobility will become an integral
part of your cloud strategy
• This will create a new set of technology needs
• Make it part of your cloud thinking from Day 1
• Application performance is critical • Slow performance = Lost revenue
• Design for scale even if you don't need it (yet!)
• Only the developer really knows• How the application works
• What resources are required
Application design can impact ROI
• Customer example:
– An application enhancement that would have cost money in a traditional data center . In the cloud...
The Cloud Offers Unique Opportunities For Optimization
No loss of functionalityNo loss of functionality
No additional costNo additional cost
49 % Response Time Improvement49 % Response Time Improvement
Best Practice #2: Choose cloud model(s) based on both technical & business requirementson both technical & business requirements
SaaS, PaaS, or IaaS?
Key Considerations
Who are the subscribers?
What does a subscriber get? What does a subscriber get?
How are usage fees calculated?
How much control does a subscriber have?
How much control does the provider have?
http://csrc.nist.gov/publications/drafts/800-146/Draft-NIST-SP800-146.pdf
Another useful resource ...
http://www.programmableweb.com/
Best Practice #3: Implement a cloud performance monitoring strategy from Day 1performance monitoring strategy from Day 1
The Application Delivery Chain is more complex
Inside the firewall
Outside the firewall User’s browser
Flashanimation
Shoppingcart
Web analytics
Search
CMS content
Ads fromAdserver
CDNcontent
Video frommedia server
Users expectations are changing ...
Compuware Gomez Application Performance Monitor
Source: Compuware Gomez 2010 Study of 500 Million End-User Interactions Across 200+ Web Sites
• Announced today! (Available at www.compuware.com)
• "As page load time increases from one to five seconds,
• user abandonment rates increase by 40 percent"
Don't rely on SLAs to measure what’s important
Customers experience this SLAs measure this
Measure the only thing that really mattersThe End User Experience
Test/monitor your app the way your users access it:
• What they do (key transactions)
• Where they do it (geographic locations)
• How they do it (browsers and mobile devices)
Prioritize and resolve issues
Is it my
data
center?
Is it an
ISP or the
Internet?
Is it a
3rd party
provider?
Is it a
browser or
device?
Prioritize and resolve issues
• Measure the business impact (users)
• Isolate root causes
Best Practice #4: Evaluate CSPs based on your IT design goals and business needs design goals and business needs
Two major considerations
• Will we have all the
capacity needed when our
customers demand it?
• Are we in the right places
to provide a consistent
service our customers?
Will we have all the capacity needed when our customers demand it?
Evaluate vendors based on your goals…
Capacity
• Test vendors to 15-20% past estimated capacity goals
Elasticity
• Baseline end-user performance before & after testing
• Test during pre-deployment and in production
• Ramp elasticity testing to peak levels
Burstability
• Isolate the cloud elements from other infrastructure to test
• Test the “failover process”
Are we in the right places to provide a consistent service our customers?One Application
One Service Provider • The Cloud: It’s opaque, shared and elastic; it’s complex, multi-sourced and variable
• What your neighbor does affects you
• What’s needed is a Cloud Performance visualization tool … so we built one …
• And the results surprised us …
– The Earth isn’t flat
– The speed of light does matter
Gomez Network: Monitoring the Cloud
• Cloud education at cloudsleuth.net
• Cloud services evaluation
Community of cloud-based companies and experts providing:
• Hands-on tools
• Best practices
Global Provider View Cloud Performance Analyzer
•“Outside in” perspective of cloud service provider performance• Real-time data including impact of geography
• Performance & availability bottleneck identification
• Independent validation of providers’ SLA claims
Best Practice #5: Insure performance goals by continuously monitoring the end user experiencecontinuously monitoring the end user experience
CustomersCloud Cloud Cloud Cloud
Private Public Browsers
Find and fix problems quickly ...
1. What is the business impact?
2. Where is the root cause?
Employees
Mainframe
Storage
Data CenterData CenterData CenterData Center
Web Services
Mobile Components
Web Servers
App Servers
DB Servers
Load Balancers
WANOptimization
Virtual/Physical Environment
LocalISP
Mobile Carrier
Content Delivery Networks
3rd Party/Cloud Services
Employees
Private Public
Network
MajorISP
Browsers
Devices
Is it my Is it my Is it my Is it my datadatadatadatacenter center center center or WAN? or WAN? or WAN? or WAN?
Is it anIs it anIs it anIs it anISP or ISP or ISP or ISP or the the the the
Internet?Internet?Internet?Internet?
Is it a Is it a Is it a Is it a 3333rdrdrdrd partypartypartypartyproviderproviderproviderprovider
????
Is it a Is it a Is it a Is it a browser browser browser browser
or or or or device?device?device?device?
Test multiple Cloud Providers from multiple locations... including the Last Mile Network
Simulate hundreds of thousands of concurrent users, or millions of page views per hour by leveraging Gomez’
network of public Cloud data centers and Last Mile Peers
Simulate hundreds of thousands of concurrent users, or millions of page views per hour by leveraging Gomez’
network of public Cloud data centers and Last Mile Peers
Create load tests Create load tests
leveraging a global leveraging a global
network of cloud network of cloud
datacentersdatacenters
Run load tests with real IE and FF browsers or choose from over 500
mobile devices
Run load tests with real IE and FF browsers or choose from over 500
mobile devices
Include peers from Include peers from
dozens of countries to dozens of countries to
gain insight into end gain insight into end
user experience under user experience under
loadload
Compuware Application Performance Management
• Web, non-Web, mobile, streaming, cloud-based applications
• Across all customers, users, browsers, devices, infrastructure, and geographies
• And across the entire application life cycle ... development, test, and production
• Rapid issue notification with actionable diagnostics
• Insight into how these issues affect your business (revenue, brand, cost)
We help organizations optimize the performance of their business-critical applications
SaaS, Cloud-Based and
On-Premises Offerings
• Rapid startup and payback
4,000+ Customers Worldwide
• 2,500+ enterprise customers
• 1,500+ SMB customers
• 12 of top 20 US sites
Global Reach
• Over 80 offices in 29 countries worldwide
• Strategic service delivery
Recognized as Industry Leader
• Gartner:Leader in APM magic quadrant
• Forrester Research: “…a complete view of end user experience”*
• Ovum: “Game-changing”
*”Trends: The Diversification Of End User Experiencing Monitoring”, Forrester Research, Inc., July 5, 2011
Q & ASend questions via ‘chat’
Additional Resources Available To DownloadCOMPUWARE PAPER “THE WORLD IS NOT FLAT: HOW
APPLICATION LOCATION INFLUENCES USER EXPERIENCESUMMARY OF EMA “OPERATIONALIZING
CLOUD” REPORT
More information: www.compuware.com Cloudsleuth: www.cloudsleuth.net
© 2011 Compuware Corporation — All Rights Reserved
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