Government and Education Webinar: Leveraging SolarWinds to Improve Remote Employee Support
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In this webinar, our SolarWinds sales engineer discussed how to leverage SolarWinds® to help improve remote employee support at your organization. COVID-19 concerns are changing how organizations run their business and IT operations, dramatically expanding demand for teleworking (work from home) and application access to collaborative systems (like Webex, SharePoint, Teams, etc.). This demand is creating significant challenges for IT operations and has increased the need for IT pros to keep applications, services, and infrastructures up and running—and safe. During this interactive webinar, attendees learned how to: Monitor VPN performance with Network Performance Monitor and analyze application traffic with NetFlow Traffic Analyzer Monitor the performance and utilization of your WAN and VoIP solution with VoIP & Network Quality Manager Monitor and troubleshoot the application performance of your collaboration systems such as Webex, SharePoint, and Teams with Server & Application Monitor and AppOptics™ Monitor remote end-user experience with Web Performance Monitor Improve ticketing, asset management, and self-service with Web Help Desk®and SolarWinds Service Desk Connect quickly and securely and communicate effectively with end users with Dameware® Remote Support Visualize and analyze key remote support metrics in a dashboard with the Orion® Platform feature, PerfStack™
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Government and Education Webinar: Leveraging SolarWinds to Improve Remote Employee Support
- 1. 1@solarwinds Leveraging SolarWinds to Improve Remote Employee Support Government and Education Webinar April 7, 2020
- 2. 2@solarwinds Speaker Introduction © 2020 SolarWinds Worldwide, LLC. All rights reserved. Sean Martinez Technical Account Manager sean.martinez@solarwinds.com 512.682.9554 (office)
- 3. 3@solarwinds Agenda © 2020 SolarWinds Worldwide, LLC. All rights reserved. • SolarWinds overview • Changes to business and IT operations • Overcoming immediate challenges • How SolarWinds improves remote employee support • SolarWinds products to improve remote employee support • Demonstrations • Resources and Q&A
- 4. 4@solarwinds SolarWinds at a Glance © 2020 SolarWinds Worldwide, LLC. All rights reserved. 1. IDC defined Network Management Software functional market, IDC’s Worldwide Semiannual Software Tracker, October 2019. 2. Gartner, Market Share Analysis: ITOM: Performance Analysis Software, Worldwide, 2018. June 11, 2019. (AIOps/ITIM/Other Monitoring Tools Software Market). SolarWinds term, Systems Management, refers to the AIOps/ITIM/Other Monitoring Tools Software Market Taxonomy referenced in the Gartner report. All statements in this report attributable to Gartner represent SolarWinds interpretation of data, research opinion, or viewpoints published as part of a syndicated subscription service by Gartner, Inc., and have not been reviewed by Gartner. Each Gartner publication speaks as of its original publication date (and not as of the date of this presentation). The opinions expressed in Gartner publications are not representations of fact and are subject to change without notice. 3. Customers are defined as individuals or entities that have an active subscription for our subscription products or that have purchased one or more of our perpetual license products since our inception under a unique customer identification number. We may have multiple purchasers of our products within a single organization, each of which may be assigned a unique customer identification number and deemed a separate customer. #1 in Network Management1 320,000+ customers in 190 countries3 55+ IT management products 22,000+ MSPs serving 450,000+ organizations Every branch of the DoD, and nearly every civilian and intelligence agency 150,000+ registered members of THWACK®, our global IT community Founded in 1999 More than 3,200 employees globally Austin, TX headquarters Herndon, VA, government office 30+ offices globally Leader in Remote Monitoring and Management #3 in Systems Management2 Growing Security Portfolio 499 of Fortune 500®
- 5. 5@solarwinds Building Great Products That Simply Work Is at Our Core © 2020 SolarWinds Worldwide, LLC. All rights reserved. End User-Driven Product Strategy With a Constantly Growing OfferingFocused on Ease and Efficiency Geekbuilt.® Roadmap driven by end users and products developed by IT professionals who understand today’s IT environment Massive User Community 150K+ registered THWACK members 22K+ MSPs access the MSP Institute and Customer Success Center Solve clearly identified problems Orion® Platform Hybrid IT management Application Management Affordable full-stack monitoring for hybrid and cloud-native IT environments SolarWinds MSP Remote monitoring and management platforms, backup, and email security Easy to try, find, and buy Ready to use Security Security, simplified
- 6. 6@solarwinds Our Approach to Product © 2020 SolarWinds Worldwide, LLC. All rights reserved. OurCorePrinciplesNotableExamples Simple and powerful Deliver complete visibility for hybrid IT Grow with our customers Enable application- centric management •Quick value after install •Seamless UX across product portfolio •Native support of the major on-premises and public clouds •Unified, integrated experience •Start small, solve the first problem, and be ready for the next •Add new capabilities quickly • AppStack™ – manage the entire app, not just components • PerfStack™ – real-time troubleshooting across the modern app and infrastructure stack • NetPath™ – manage the network, not just elements • Cloud infrastructure monitoring – AWS® and Azure® infrastructure monitoring •Support management of traditional and modern apps • Network Insight™ – deep visibility for the modern network stack across performance and configuration • AppInsight™ – deep visibility for packaged application performance • Increased scale – support for 400,000 NPM elements in a single instance • Simplified multiproduct installer – single installer to automatically resolve upgrade and install dependencies
- 7. 7@solarwinds What Is SolarWinds ITOM? IT Operations Management. Simplified. © 2020 SolarWinds Worldwide, LLC. All rights reserved. IT Ops On-premises Public Cloud Service Management IT Security Database Performance Management Network Management Infrastructure Management IT Security DevOps Private Cloud Wherever IT sits All things IT Whoever is managing IT performance Application Performance Management
- 8. 8@solarwinds Changes to Business and IT Operations • Dramatic increase in remote workers • Issues include VPN saturation, capacity planning, troubleshooting, updating software and configs on remote systems, user support, and understanding the new normal • Securing new remote users and understanding new attack vectors • Significant growth in access to collaborative systems like Webex, Zoom SharePoint, Teams, etc. • Issues include capacity planning, performance and availability monitoring, and troubleshooting • Remote workers are changing access metrics to critical apps, requiring new monitoring baselines • IT support needs are increasing, and service desks can be overwhelmed; remote access solution is critical • Business continuity plans are being tested and gaps need to be filled quickly © 2020 SolarWinds Worldwide, LLC. All rights reserved.
- 9. 9@solarwinds Overcoming Immediate Challenges • Capacity and performance • Security • Application access • IT support • Business continuity IT operations needs to keep applications, services, and infrastructures up and running—and safe © 2020 SolarWinds Worldwide, LLC. All rights reserved.
- 10. 10@solarwinds How SolarWinds Improves Remote Employee Support • Connect quickly and securely and communicate effectively with end users with Dameware® Remote Support • Improve ticketing, asset management, and self-service with Web Help Desk® and SolarWinds® Service Desk IT support and remote access solutions © 2020 SolarWinds Worldwide, LLC. All rights reserved.
- 11. 11@solarwinds How SolarWinds Improves Remote Employee Support • Visualize and analyze key remote support metrics in a dashboard with the Orion® Platform feature, PerfStack™ • Monitor and troubleshoot the application performance of your collaboration systems such as Webex, SharePoint, and Teams with Server & Application Monitor and AppOptics™ • Monitor remote end-user experience with Web Performance Monitor • Monitor VPN performance with Network Performance Monitor and analyze application traffic with NetFlow Traffic Analyzer • Monitor the performance and utilization of your WAN and VoIP solution with VoIP & Network Quality Manager Network and systems performance monitoring and analytics © 2020 SolarWinds Worldwide, LLC. All rights reserved.
- 12. 12@solarwinds SolarWinds Products to Improve Remote Employee Support
- 13. 13@solarwinds Dameware Helps IT pros connect into the mobile phones, tablets, or workstations of newly remote workers to help them secure access and remotely troubleshoot issues © 2020 SolarWinds Worldwide, LLC. All rights reserved. Dameware Mini Remote Control • Remotely troubleshoot, see what the user sees • Multi-platform desktop sharing and remote control • Internet Connection Server for remote users • Remote access to sleeping and powered-off computers • Multi-factor authentication • Flexible user access control security • Customize and automatically deploy remote control agents • Remote session tools and utilities • Data - Resources Dameware Remote Support • Includes Dameware Mini Remote Control • Built-in remote admin tools • Access system resources remotely without taking over the user’s screen • Remote systems management tools • Anywhere, anytime remote support • Simplify Windows® administration • Support from iOS® and Android® devices • Remotely manage AD environments • Data - Resources
- 14. 14@solarwinds Web Help Desk (WHD) • Centralize and automate ticketing management tasks to better support your customers • Simplify and streamline IT help desk processes from service request creation to resolution • Automate ticketing management with rule-based routing and escalation, real-time tracking, and alerts • Automated IT asset management for tracking and managing the lifecycle of hardware and software assets • Offers built-in knowledge base for self-resolution of issues, and automation of change management • Offers built-in integration with Dameware Remote Support to help you launch remote sessions, further integration with NPM, NCM, and SAM to view and use WHD from console and allows for automatic ticket creation • Affordable pricing for IT technician logins—no additional cost for end user logins or managed IT assets • Links: Data - Demo - Resource Affordable help desk ticketing and asset management software © 2020 SolarWinds Worldwide, LLC. All rights reserved.
- 15. 15@solarwinds Service Desk • Self-service capabilities helps remote users access information to provide immediate support, letting IT service desk pros triage more complex cases • Incident management consolidates, manages, and prioritizes incoming tickets • Service catalog standardizes service request and fulfillment processes • Fully integrated IT asset management compiles hardware, software, POs, and more • Service portal for users to have a single place to submit tickets and requests • Links: Data - Resource SaaS-based IT service management solution to successfully manage your employee services © 2020 SolarWinds Worldwide, LLC. All rights reserved.
- 16. 16@solarwinds Web Performance Monitor (WPM) • Monitor and manage remote end-user performance and availability—from inside and outside the firewall • Test internal and external web applications—without agents • Get a simplified understanding if issue is user, website content, latent connection, etc. • Dynamically map from website to server, including underlying virtual environments • Monitor API/web service/SaaS application performance • Troubleshoot using detailed load time metrics • Record complex, multi-step transactions—without scripting • Monitor user experience from multiple locations • Deploy agents where your users are, so you know their experience • Links: Data - Demo - Resource Troubleshoot web-based performance issues for both internal and customer-facing applications © 2020 SolarWinds Worldwide, LLC. All rights reserved.
- 17. 17@solarwinds Server & Application Monitor (SAM) • Monitor the applications and infrastructure remote employees rely on to do their jobs • Monitor your entire on-premises, cloud, or hybrid application environment and infrastructure from one tool • 1,200+ application, system, and infrastructure monitoring templates • Comprehensive monitoring for Microsoft applications, systems, hypervisor, IaaS, PaaS, and SaaS products • Visualize and map the dynamic communication-based relationships between applications and servers, so you can discover the issues slowing down your applications • Links: Data - Demo - Resource Monitor applications and their supporting infrastructure, whether running on-premises or in the cloud © 2020 SolarWinds Worldwide, LLC. All rights reserved.
- 18. 18@solarwinds AppOptics Application Performance Monitoring (APM) • Monitor the applications and infrastructure remote employees rely on to do their jobs • Full-stack visibility • Reduce MTTR • Measure what matters • Combine metrics, traces, and logs • Align performance goals with business goals • Highly scalable • Links: Data - Resource SaaS-based APM and infrastructure tool for hybrid and cloud-native IT environments © 2020 SolarWinds Worldwide, LLC. All rights reserved.
- 19. 19@solarwinds Network Performance Monitor (NPM) • Quickly troubleshoot issues with increased collaboration system load • Network Insight features for Cisco ASA and Palo Alto Network devices help troubleshoot VPN performance, increased traffic load, track spikes and failed logins, and forward to a SIEM • Critical path hop-by-hop analysis for on-premises, hybrid, and cloud services • Cross-stack network data correlation for acceleration of problem identification • Improve operational efficiency with out-of-the-box dashboards, alerts, and reports • Speed troubleshooting, increase service levels, and reduce downtime with multi-vendor network monitoring • Measure the health of the logical network in addition to the physical network with Cisco ACI support • Simplify the management of complex network devices by monitoring the right information for each device’s unique role in the network with Network Insight features • Links: Data - Demo - Resources Quickly detect, diagnose, and resolve network performance problems and outages © 2020 SolarWinds Worldwide, LLC. All rights reserved.
- 20. 20@solarwinds NetFlow Traffic Analyzer (NTA) • Quickly troubleshoot issues with increased collaboration system load • Monitor network bandwidth and traffic patterns down to the interface level • See which endpoints, applications, and protocols are consuming the most bandwidth • Get alerted if application traffic suddenly increases, decreases, or disappears completely • Optimize CBQoS policies with pre- and post-policy CBQoS class maps • See what’s using your wireless bandwidth with WLC network traffic analysis • Collect and analyze flow data from multiple vendors, including NetFlow v5 and v9, Juniper J-Flow, sFlow, Huawei NetStream, and IPFIX, and get advanced application recognition with NBAR2 • Links: Data - Demo - Resource Real-time network utilization and bandwidth monitoring © 2020 SolarWinds Worldwide, LLC. All rights reserved.
- 21. 21@solarwinds VoIP & Network Quality Manager (VNQM) • Monitor VoIP call quality WAN performance • Gain valuable Cisco SIP trunk metrics, including status and call activity, to aid in troubleshooting • Correlate call issues with WAN performance for advanced troubleshooting of Cisco and Avaya® calls • Monitor site-to-site WAN performance using Cisco IP SLA technology • Provide VoIP gateway and performance details, including PRI trunk and channel utilization, for help with capacity planning • Search and filter call detail records • Automatically discover Cisco IP SLA-enabled network devices and typically deploy in less than an hour • Links: Data - Demo - Resource Proactive VoIP QoS management and WAN performance monitoring © 2020 SolarWinds Worldwide, LLC. All rights reserved.
- 22. 22@solarwinds DEMO © 2020 SolarWinds Worldwide, LLC. All rights reserved.
- 23. 23@solarwinds 23@solarwinds Remote Employee Support Resources © 2020 SolarWinds Worldwide, LLC. All rights reserved. Review blog examining IT business considerations for the COVID-19 outbreak: https://nurture.solarwinds.com/c/five-it- business-con-1?x=1p-HVI&lx=ByN3Nu Review blog on supporting remote workforce: https://nurture.solarwinds.com/c/how-do-you- prepare-t?x=1p-HVI&lx=ByN3Nu Review blog on making a crisis dashboard: https://nurture.solarwinds.com/c/crisis- dashboards-th?x=1p-HVI&lx=ByN3Nu
- 24. 24@solarwinds SolarWinds Product Resources • https://www.solarwinds.com/network-performance-monitor • https://www.solarwinds.com/netflow-traffic-analyzer • https://www.solarwinds.com/voip-network-quality-manager • https://www.solarwinds.com/server-application-monitor • https://www.solarwinds.com/appoptics • https://www.solarwinds.com/web-performance-monitor • https://www.solarwinds.com/web-help-desk • https://www.solarwinds.com/service-desk • https://www.solarwinds.com/remote-support-software Product pages to help with remote employee support © 2020 SolarWinds Worldwide, LLC. All rights reserved.
- 25. 25@solarwinds Q&A © 2020 SolarWinds Worldwide, LLC. All rights reserved. Call government sales: 877.946.3751 Contact federal sales: federalsales@solarwinds.com Contact state and local government sales: governmentsales@solarwinds.com Contact education sales: educationsales@solarwinds.com
- 26. 26@solarwinds Contact Us • Visit our THWACK® government group: http://thwack.com/government • Watch a short demo video: http://demo.solarwinds.com/sedemo/ • Download a free trial: http://www.solarwinds.com/downloads/ • Visit our government website: http://www.solarwinds.com/government • Call government sales: 877.946.3751 • Email SolarWinds federal government sales: federalsales@solarwinds.com • Email SolarWinds state and local government sales: governmentsales@solarwinds.com • Email SolarWinds education sales: educationsales@solarwinds.com • Follow us on LinkedIn®: https://www.linkedin.com/company/solarwinds-government Let us know how we can help you © 2020 SolarWinds Worldwide, LLC. All rights reserved.
- 27. 27@solarwinds The SolarWinds, SolarWinds & Design, Orion, and THWACK trademarks are the exclusive property of SolarWinds Worldwide, LLC or its affiliates, are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other SolarWinds trademarks, service marks, and logos may be common law marks or are registered or pending registration. All other trademarks mentioned herein are used for identification purposes only and are trademarks of (and may be registered trademarks) of their respective companies. © 2020 SolarWinds Worldwide, LLC. All rights reserved.
Notas del editor
- Reduction in travel and increase in remote work is expanding reliance on collaboration systems (like Webex, Teams, Zoom, etc.) and is stretching the capacity and performance of those systems, increasing the load on IT professionals to monitor performance and availability. Increase in remote employees is straining IT organizations to secure those remote users in three key areas: Newly remote employees don’t have the right security protection and will need remote assistance to get up and running/secure—They need VPN clients, updated patches, and access rights, and may not have the expertise to get this up and running and may need IT help to diagnose and install and all that needs to be done remotely. Increase in number of remote employees can saturate VPNs, causing performance and availability issues or open up a threat vector if VPNs are bypassed. Increase number of remote workers can open up new threat vectors and bad actors will take advantage. How can customers spot anomalies, when everything is now an anomaly? Increase of remote workers changes the nature of access to critical apps, whether they are on-premises or in the cloud. Monitoring application, infrastructure, and network performance, and quickly troubleshooting problems cannot rely on historical baselining. The complexity of keeping services up and running is magnified. Increase in remote workers (experiencing any of the issues listed above) will require more support from IT. This can overwhelm the service desk and IT pros, increasing wait times and extending time to resolution. Many customers lack a remote access solution, and procuring a new solution can be costly and time-consuming.
- https://orangematter.solarwinds.com/2020/03/19/five-it-business-considerations-for-the-coronavirus-outbreak/ Capacity and Performance – The need for and reliance on collaboration systems such as Cisco® Webex, Microsoft Teams, and Zoom will be emphasized, resulting in a potential system capacity and performance overload and greater need to monitor performance and availability. Security – Newly remote employees may not have the right security protection and will need IT pro assistance installing VPNs, updating patches, and obtaining access rights. A high volume of remote employees can test firewalls and saturate VPNs, causing performance and availability issues or an open threat vector. If VPNs are bypassed, bad actors will take advantage, challenging organizations to filter the signal from the noise. Application Access – Access to critical apps whether they’re on-premises or in the cloud changes in nature due to a higher volume of remote workers. Monitoring application, infrastructure, and network performance, and then quickly troubleshooting problems cannot rely on historical baselining. The complexity of keeping services up and running is magnified when time is of the essence. IT Support – Remote workers will undoubtedly need more support, which can overwhelm the service desk and tech pros and increase wait and resolution times for organizations without a remote access solution. Business Continuity – Plans will be tested on a global stage forcing tech pros to find and fill gaps quickly.
- IT support and remote access solutions improve service delivery and enable remote support and administration. Service desk solutions help simplify and automate service requests, reduce support workload, and improve service levels. Remote control and administration tools help IT staff enable newly remote employees by installing VPNs, updating patches, and obtaining access rights.
- Performance monitoring solutions provide full-stack visibility to an organization’s infrastructure and applications, helping to monitor capacity and performance, identify issues, and troubleshoot infrastructure and VPN performance. These solutions help visualize complex environments, support capacity planning, update configurations, upgrade network devices, and monitor and report on network, system, bandwidth, VPN, and VoIP performance.
- [subhead from message master] [presenter- SolarWinds also has SaaS based offering, Dameware Remote Everywhere, that has similar features just not CAC security of FedRAMP.]
- [top bullet is from SWI COVID-19 Message Master 20-0325] A Complete Service Management Platform » A single platform for service management, IT asset management, configuration management, and much more. » ITIL-ready service desk complete with Incident, Problem, Change, and Release Management capabilities. » Advanced reporting modules to analyze trends, monitor service quality, and continuously improve service management processes. A Service Desk for the Digital Age » Enhance agent and employee productivity with native artificial intelligence (AI) and machine learning technologies. » Manage your organization’s processes, automate repetitive tasks, and drive greater service efficiency and agent productivity with robust automation and workflow engines. » Developed by a team of ITSM veterans who understand the challenges IT support teams have and built a solution that lets you work the way you want to. Provide Your Employees with the Experience They Deserve » Give your employees the flexibility to interact with the service desk through multiple channels, including email, phone, walk-up, chat, or a service portal. » Manage and measure your Service Level Agreements (SLAs) and Customer Satisfaction (CSAT), highlighting opportunities to improve the overall employee experience. » Scale the SolarWinds Service Desk across personnel, sites, and departments to provide consistent standards of employee service throughout your organization. An Easier Service Desk to Manage » Leverage the power of the cloud with a modern SaaS architecture, hosted on Amazon Web Services® (AWS® ), to provide scalability to meet the needs of various industries and organization sizes. » Implement the service desk quickly, and easily make system changes to meet your evolving business needs with our configurable (no coding required), intuitive setup options. » Allows continuous deployment, meaning you are always on the latest version, requiring no costly and time-consuming upgrade cycles.
- [top bullet is from SWI COVID-19 Message Master 20-0325; applies to all]
- [top bullet is from SWI COVID-19 Message Master 20-0325; applies to all]
- [top bullet is from SWI COVID-19 Message Master 20-0325; applies to all] APPOPTICS AT A GLANCE » Full-stack visibility – Monitor performance of custom on-premises and highly distributed cloud applications across services, hosts, containers, and platforms down to the code. » Reduce MTTR – Monitoring infrastructure and application metrics side-by-side reduces the time it takes to identify what part of the stack is failing, so you can quickly get to the root cause. » Measure what matters – Use both out-of-the-box metrics and the flexibility to define your own. You can track and measure the performance of systems that matter to your organization across all layers of the application. » Combine metrics, traces, and logs – One-click drill down into all the log lines associated with a specific trace (auto-instrumented for SolarWinds Loggly® and SolarWinds Papertrail™ log management and monitoring) » Align performance goals with business goals – Incorporate custom metrics to combine business metrics side-by-side with system metrics. See and measure the impact infrastructure and application performance has on your business performance. » Highly scalable – Cost-effectively scale as your business scales with analytics and trend reporting, providing you with insights into short- and long-term changes to performance and resource utilization.
- [top 2 bullets are from SWI COVID-19 Message Master 20-0325]
- [top 2 bullets are from SWI COVID-19 Message Master 20-0325; applies to all]