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Quantifying Genuine User Experience in Virtual Desktop Ecosystems

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Data Con LA 2020
When users complain about slowness in their virtual application or desktop, User Experience becomes a subjective measurement, or a feeling of how well the infrastructure is performing. This talk will focus on the objective measurement and what that looks like for your business.

Takeaways:

*Attendees will learn the method for monitoring User Experience for virtual apps and desktops.

*Attendees will learn the do's and don'ts of monitoring for User Experience in the virtual world.

*Attendees will gain a sense of importance of monitoring UX for their business cases when purchasing a monitoring solution like eG Enterprise.

Typical Audience:

Architects, engineers, managers, end-user solutions experts that work in the virtual desktop space such as Citrix, Horizon, DaaS, and more.

Speaker
Wendy Howard, Eg Innovations, Technical Consultant

Publié dans : Données & analyses
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Quantifying Genuine User Experience in Virtual Desktop Ecosystems

  1. 1. © eG Innovations, Inc. | www.eginnovations.com Quantifying User Experience in Virtual Ecosystems Wendy Howard Technical Consultant eG Innovations
  2. 2. © eG Innovations, Inc. | www.eginnovations.com Agenda • Today’s Dilemma • Virtual Environment Challenges • User Experience Defined • Calculating User Experience • Making Improvements 2
  3. 3. © eG Innovations, Inc. | www.eginnovations.com Today’s Dilemma 3 Server admins provide remote access to apps and desktops using a virtual environment Users call and complain about poor performance Virtual environments are complex and hard to monitor Problems we have…
  4. 4. © eG Innovations, Inc. | www.eginnovations.com User Experience: The Measure of IT Success • When users complain: “My application is slow!” • Identifying the root cause is challenging: – In the application code, the server, OS, database, network connectivity, virtualization/cloud platform, storage array, etc.?
  5. 5. © eG Innovations, Inc. | www.eginnovations.com 5 Virtual Environment Challenges
  6. 6. © eG Innovations, Inc. | www.eginnovations.com What can impact the User Experience? 6 • Almost anything can impact a user’s experience... ...performance Jokers are everywhere!! Monitoring the performance of the digital workspace ecosystem has become mission-critical and is a foundation for success
  7. 7. © eG Innovations, Inc. | www.eginnovations.com Popular Virtualization Architectures
  8. 8. © eG Innovations, Inc. | www.eginnovations.com Citrix 8
  9. 9. © eG Innovations, Inc. | www.eginnovations.com VMware Horizon 9 Source: Navico.com
  10. 10. © eG Innovations, Inc. | www.eginnovations.com Microsoft 10
  11. 11. © eG Innovations, Inc. | www.eginnovations.com What do they all have in common? 11
  12. 12. © eG Innovations, Inc. | www.eginnovations.com Wrong Ways to ‘Calculate’ your User’s Experience Trouble Tickets 12 SupportCalls Emotional data Downtime %
  13. 13. © eG Innovations, Inc. | www.eginnovations.com Parts of the User Experience 13 Can I log into work quickly today? Why does my computer keep freezing? My cursor seems slow…. This application is moving at the speed of molasses… Latency Logins Response Times Bandwidth
  14. 14. © eG Innovations, Inc. | www.eginnovations.com Parts of the User Experience 14 Can I log into work quickly today? Why does my computer keep freezing? My cursor seems slow…. This application is moving at the speed of molasses…
  15. 15. 15 Round Trip
  16. 16. © eG Innovations, Inc. | www.eginnovations.com Round Trip Time 16 Source: 2016 Citrix Performance Survey by eG Innovations and DABCC Common reasons for Citrix Performance Issues
  17. 17. © eG Innovations, Inc. | www.eginnovations.com Network Latency= RTT 17 • Indicates the latency experienced by this user when transmitting/receiving data over the connection to the virtual environment • Try to keep latency below 250ms • For more aggressive SLA’s, keep it under 150ms High Network Latency, AKA Round Trip Time, can user can cause the user loss of productivity
  18. 18. 18 Logons
  19. 19. © eG Innovations, Inc. | www.eginnovations.com Logon KPIs 19 “The “logon time” KPI deals with the time it takes from when a user sits down in front of a device and submits their credentials for authentication, to when they can effectively start to use the system. ” – www.james- rankin.com Each virtual environment has their own steps during a logon, but they usually come down to: • Initialization • Authentication • Profile • Policies Citrix Virtual Desktop logon process
  20. 20. © eG Innovations, Inc. | www.eginnovations.com Measuring Logon times • Consider measuring the logon time plus the breakdown 20 Initialization Authentication Profile Policies User Initiates Credential obtention Enumeration Group Policies Scripts Hive load Folders Printers
  21. 21. © eG Innovations, Inc. | www.eginnovations.com Simulating Logins • Consider a simulator for measuring logons at regular intervals 21
  22. 22. 22 Response Times
  23. 23. © eG Innovations, Inc. | www.eginnovations.com Response Times • In general, response time is the time between the user taking an action, like using the mouse or keyboard, to the time it appears on the virtual app/desktop. 23 “Response Times by-itself mean very little and do not provide anyone a good view of what the system performance looks like. One has to look at Response Times in conjunction with other Performance Quantities.” – TangoWhiskey37.Github.io
  24. 24. © eG Innovations, Inc. | www.eginnovations.com Response Time = Latency 24 • RT = Wt + Qt [ Wt = Wait Time, Qt = Queuing Time ] • Try to keep Response time to less than 250ms • Includes Latency of any protocol: – ICA – EDT – PCoIP – Blast – TCP
  25. 25. 25 Bandwidth
  26. 26. © eG Innovations, Inc. | www.eginnovations.com Bandwidth Usage 26 • It’s important to track the bandwidth used on each interface. If the bandwidth usage is close to the maximum speed of the network interface, this can indicate a bottleneck that affects performance. • Also important to track individual user bandwidth usage across the interface Users
  27. 27. Bandwidth Usage 27 • There is no indicator of bad or good bandwidth usage. • Some users take up more than others • Important to measure usage across all users • Usually measured at a percentage of usage: • Bandwidth usage = • % of Bandwidth of User/total Bandwidth available • Generally, if the bandwidth usage is low, and latency is high, there’s a problem with the end-user’s network, resulting in poor user experience.
  28. 28. © eG Innovations, Inc. | www.eginnovations.com User Experience and Connection Quality Bandwidth + Response Time + Latency = 28 What is the Connection Quality of this user’s experience and why? Weak Connection= • Bandwidth is > 1Mbps • Latency is <150ms • Round Trip Time<180ms Strong Connection= • Bandwidth > 8Mbps • Latency <=150ms • Round Trip Time<=180ms Connection Quality
  29. 29. © eG Innovations, Inc. | www.eginnovations.com User’s Connection Quality Indicator (contd.) Connection Quality Indicator Alert in eG Enterprise Bandwidth (MBps) Latency (ms) RTT (ms) None None <= 0 < 0 < 0 Strong Normal > 8 <= 60 <= 80 Weak Minor > 1 & <= 8 >60 & <= 150 >80 & <= 180 Poor Major Any condition other than the above Any condition other than the above Any condition other than the above Citrix recommended computation of user’s connection quality indicator Strong: Network and servers are operating normally Weak: Possible network congestion or servers might be busy Poor: Network or servers may be experiencing problems
  30. 30. © eG Innovations, Inc. | www.eginnovations.com Do’s and Don’ts of Monitoring User Experience
  31. 31. © eG Innovations, Inc. | www.eginnovations.com Do’s of UX Performance Monitoring • Monitor End-to-end • Keep monitoring “TOMA” • Get regular reports and review them • Own up and speak up • Consider latencies and bandwidth usage 31
  32. 32. © eG Innovations, Inc. | www.eginnovations.com Don’t’s of UX Performance Monitoring • Ignore the data • Blame other teams for poor performance • Hide incriminating data • Look at isolated metrics 32
  33. 33. © eG Innovations, Inc. | www.eginnovations.com Summary • Users Experience is a sum of its individual parts – Use Connection Quality equation and User Logon data • Consider performance from all users • Use a tool, like eG Innovations, for calculating Connection Quality • Keep logins under 30s 33
  34. 34. © eG Innovations, Inc. | www.eginnovations.com eG Innovations & VMware Horizon: The Perfect Marriage eG Enterprise Version 7 VMware Horizon Version 7 • Monitors workspace user experience and proactively alerts to problems • Offers a single pane of glass for monitoring the entire VMware Horizon workspace from end to end • Ensures that the performance of the VDI infrastructure enabling digital transformation is top notch • Delivers a high-definition user experience on any device • Provides a centralized solution for accessing any app, endpoint management and content collaboration • Ensures digital transformation success with high ROI and operational efficiency Monitoring solution purpose-built for
  35. 35. © eG Innovations, Inc. | www.eginnovations.com eG Innovations and Citrix: The Perfect Marriage eG Enterprise Version 7 Virtual Apps and Desktops Version 7 • Monitors workspace user experience and proactively alerts to problems • Offers a single pane of glass for monitoring the entire Citrix workspace (on-prem, cloud, hybrid) from end to end • Ensures that the performance of the Citrix infrastructure enabling digital transformation is top notch • Delivers a high-definition user experience on any device • Provides a centralized solution for accessing any app delivery, endpoint management and content collaboration • Ensures digital transformation success with high ROI and operational efficiency Monitoring solution purpose-built for
  36. 36. © eG Innovations, Inc. | www.eginnovations.com
  37. 37. © eG Innovations, Inc. | www.eginnovations.com +1 (866) 526 6700 www.eginnovations.comWendy.Howard@eginnovations.com Thank You

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