How Autodesk Delivers Seamless Customer Experience with Catchpoint

We now live in the age of the digital experience. Companies like Amazon have changed expectations by consistently delivering pages that load in 2.5 seconds or less. Every customer and employee now expects a seamless, smart, and stable experience. We all realize that delivering digital experiences at scale is not easy. Visibility gaps from legacy monitoring solutions make things harder.

On February 21, join Autodesk and Catchpoint as they discuss how they have applied the principles of Digital Experience Monitoring to comprehensively detect, identify, escalate, and remediate experience issues missed by legacy monitoring approaches.

1. © Catchpoint. Confidential. All rights reserved. 1
Every Experience Matters

2. © Catchpoint. Confidential. All rights reserved. 2
We Now Live in the Age of Experience

3. © Catchpoint. Confidential. All rights reserved. 3
EXTERNAL
CUSTOMERS
INTERNAL
EMPLOYEES
Everyone is a Customer
And Every Customer Expects an Experience

4. © Catchpoint. Confidential. All rights reserved. 4
Traditional Monitoring Was Built for Another Era
Sys admin
CPU Util
Infrastructure
Monitoring
Network
Monitoring
Application
Monitoring
Network admin
Packet loss
NOC admin
Bugs

5. © Catchpoint. Confidential. All rights reserved. 5
Traditional Monitoring Blind Spots
End
User
Infrastructure
Network
Application
End UserBlind Spots
CDNs and DNS
External Networks
Services

6. © Catchpoint. Confidential. All rights reserved. 6
Issue Resolution with Traditional & Siloed Monitoring
MTTI
INFRASTRUCTURE
MONITORING
SYS admin
NETWORK
MONITORING
Network admin
APPLICATION
MONITORING
NOC admin
(I = INNOCENCE)

7. © Catchpoint. Confidential. All rights reserved. 7
Monitoring Blind Spots Impact Experience

8. © Catchpoint. Confidential. All rights reserved. 8
Great Digital Experience is More Than Great Code

9. © Catchpoint. Confidential. All rights reserved. 9
Services
External Networks
CDNs and DNS
End User
Application
Network
Infra
You Must Monitor from the Perspective of the End User
1
MONITOR
COMPREHENSIVELY
2
DIAGNOSE & TRIAGE
RAPIDLY
3RESOLVE QUICKLY
Services
External Networks
CDNs and DNS
End User
Application
Network
Infra
Digital Experience Monitoring
4VALIDATE & OPTIMIZE
INTELLIGENTLY

10. © Catchpoint. Confidential. All rights reserved. 10
WRONG WAYRIGHT WAY
20-30 CLOUD-ONLY NODES
0 BACKBONE NODES
0 LAST MILE NODES
0 WIRELESS NODES
700+ Global Vantage Points

11. © Catchpoint. Confidential. All rights reserved. 11
WRONG WAYRIGHT WAY
X
False
Positives
Missed
Performance AlertsX
Deceptive
Performance DataX
20+ Tests and Best In Class Analytics
TRACEROUTEFTP
DNSHTMLTRANSACTION
SMTPSTREAMINGWEB
WEBSOCKETPING
SSH
TCPAPI
WIFI
Custom Monitor

12. © Catchpoint. Confidential. All rights reserved. 12
Synthetic Reduces MTTR

13. © Catchpoint. Confidential. All rights reserved. 13
RUM Uncovers Opportunities
WRONG WAYRIGHT WAY
Sampled data
Poor decisions
Compromised CX
100% collected data
Optimized CX

14. © Catchpoint. Confidential. All rights reserved. 14
Every
Autodesk
Experience
Matters

15. © Catchpoint. Confidential. All rights reserved. 15
What Autodesk Does with Catchpoint
Customer Experience Monitoring
SITES & APPSEmployee Experience Monitoring
SAAS & CUSTOM APPS
Synthetic
ACTIVERUM
PASSIVEEnterprise Synthetic
ACTIVESaaS Sonar
ACTIVE + PASSIVE
Catchpoint Digital Experience Monitoring Platform
Catchpoint Managed Monitoring

16. © Catchpoint. Confidential. All rights reserved. 16
ESSENTIAL TESTS
qDNS
qFTP
qNTP
qPing
qSonar
qSSH
qSSL
qTraceroute
qTransport –TCP, UDP
qCustom
NODE TYPES TO
MONITOR FROM
qBackbone / Broadband
qCloud
qEnterprise
DASHBOARD WIDGETS
qNetwork path visualization
SETTINGS AND FEATURES
qDebug & verify
ALERTS
qAS count
qAvailability: specific threshold
qAvailability: trailing value
qHop count
qPerformance(Ping RTT)
qPerformance trailing value
qPing packet loss
qSSL certificate expire
METRICS
qResponse time
Network Monitoring Checklist
Autodesk Outcome
Gained ability to
detect, identify, and troubleshoot
network issues with
use of trend shift
and threshold
adjusted alerts.
End User
Services
ExternalNetworks
CDNs and DNS
Application
Network
Infra

17. © Catchpoint. Confidential. All rights reserved. 17
Autodesk Network Monitoring
End User
Services
ExternalNetworks
CDNs and DNS
Application
Network
Infra

18. © Catchpoint. Confidential. All rights reserved. 18
ESSENTIAL TESTS
qDNS
qHTML
qMobile
qPing
qRUM
qSSL
qTraceroute
qTransaction
qWeb –Full browser
qWeb –Object / emulated
qCustom
NODE TYPES TO
MONITOR FROM
qBackbone / Broadband
qCloud
qEnterprise
qLast Mile
qWireless
SETTINGS AND FEATURES
qCaptures
qDebug & verify
qGlobal variables
qHeader override
qHost & Zones
qInsights
qNetwork throttling
ALERTS
qAvailability: specific threshold
qAvailability: trailing value
qContent match
qPerformance: specific threshold
qPerformance: trailing value
qRUM: engagement metrics
qRUM: network errors
qSSL certification expire
qStep based alerts for transactions
METRICS
qDNS
qConnect
qWait
qResponse
qDocument Complete
qSpeed Index
qTotal Downloaded Bytes
qBottleneck
Application Monitoring Checklist
Autodesk Outcome
Significantly improved
the mean time to detect
issues via proactive
monitoring for
unpredicted application
errors and issues much
sooner than traditional
customer notifications.
End User
Services
ExternalNetworks
CDNs and DNS
Application
Network
Infra

19. © Catchpoint. Confidential. All rights reserved. 19
Autodesk Application Monitoring
End User
Services
ExternalNetworks
CDNs and DNS
Application
Network
Infra

20. © Catchpoint. Confidential. All rights reserved. 20
Autodesk Application Monitoring
End User
Services
ExternalNetworks
CDNs and DNS
Application
Network
Infra

21. © Catchpoint. Confidential. All rights reserved. 21
Autodesk Application Monitoring
End User
Services
ExternalNetworks
CDNs and DNS
Application
Network
Infra

22. © Catchpoint. Confidential. All rights reserved. 22
ESSENTIALTESTS
qDNS Direct
qDNS Experience
qTraceroute
NODE TYPES TO
MONITOR FROM
qBackbone / Broadband
qEnterprise
qLast Mile
DASHBOARD
WIDGETS / REPORT
qDNS level by geography
qDNS level by ISP
SETTINGS AND FEATURES
qCache TLD Name Server Queries
qFavor lower round trip NS
qTry next NS on failure
ALERTS
qContent match
qLevel based alerts for DNS
METRICS
qResponse time
DNS Monitoring Checklist
Autodesk Outcome
Reduced downtime
by detecting slowdowns of
servers before
noticeable effects to
our end users.
End User
Services
ExternalNetworks
CDNs and DNS
Application
Network
Infra

23. © Catchpoint. Confidential. All rights reserved. 23
Autodesk DNS Monitoring
End User
Services
ExternalNetworks
CDNs and DNS
Application
Network
Infra

24. © Catchpoint. Confidential. All rights reserved. 24
Autodesk DNS Monitoring
End User
Services
ExternalNetworks
CDNs and DNS
Application
Network
Infra

25. © Catchpoint. Confidential. All rights reserved. 25
Autodesk DNS Monitoring
End User
Services
ExternalNetworks
CDNs and DNS
Application
Network
Infra

26. © Catchpoint. Confidential. All rights reserved. 26
ESSENTIAL TESTS
qDNS
qFTP (based on vendor)
qRUM
qSSL
qTraceroute
qWeb—full browser
qWeb –object
NODE TYPES TO
MONITOR FROM
qBackbone / Broadband
qLast Mile
qWireless
DASHBOARD
WIDGETS / REPORT
qCache hit / cache miss
qCDN Mapping
qSLA
qThroughput
SETTINGS AND FEATURES
qCapture response
qHeader capture
qHosts & Zones
qOverride –header, DNS
qRequest blocking
ALERTS
qContent match
qLevel based alerts for DNS
qOrigin availability
qPerformance: trailing value
qSSL certificate expire
qWait time alert
qZone based alerts for CDN
METRICS
qDNS
qConnect
qWait
qThroughput
CDN Monitoring Checklist
End User
Services
ExternalNetworks
CDNs and DNS
Application
Network
Infra
Autodesk Outcome
Evaluate and
optimize CDN performance across
different
geographies using
Catchpoint.

27. © Catchpoint. Confidential. All rights reserved. 27
Autodesk CDN Monitoring
End User
Services
ExternalNetworks
CDNs and DNS
Application
Network
Infra

28. © Catchpoint. Confidential. All rights reserved. 28
ESSENTIAL TESTS
qAPI
qDNS
qTransaction
qWeb-object
qWeb-full browser
qCustom
NODE TYPES TO
MONITOR FROM
qBackbone / Broadband
qCloud (depending on use case)
qEnterprise
DASHBOARD
WIDGETS / REPORT
qSLA dashboard widget
qSLA report
SETTINGS AND FEATURES
qSLA classification
ALERTS
qAvailability: specific threshold
qAvailability: trailing value
qContent match
METRICS
qResponse time
qAvailability
External SLA Monitoring Checklist
Autodesk Outcome
Ability to monitor
critical vendor reliability and
enforce SLA’s.
End User
Services
ExternalNetworks
CDNs and DNS
Application
Network
Infra

29. © Catchpoint. Confidential. All rights reserved. 29
Autodesk SLA Monitoring
End User
Services
ExternalNetworks
CDNs and DNS
Application
Network
Infra

30. © Catchpoint. Confidential. All rights reserved. 30
Autodesk SLA Monitoring
End User
Services
ExternalNetworks
CDNs and DNS
Application
Network
Infra

31. © Catchpoint. Confidential. All rights reserved. 31
ESSENTIAL TESTS
qAPI -Get
qAPI-POST
qAPI Transaction
qDNS
qSSL
qTCP
qTraceroute
qCustom
NODE TYPES TO
MONITOR FROM
qBackbone / Broadband
qEnterprise
qCloud
SETTINGS AND FEATURES
qCapture response
qDebug & verify
qGlobal variables
qHeader capture
qResponse and header validation
ALERTS
qAvailability: specific threshold
qAvailability: trailing value
qContent match
qPerformance: specific threshold
qPerformance: trailing value
qSSL certification expire
METRICS
qDNS
qConnect
qWait
qResponse
Service (API) Monitoring Checklist
Autodesk Outcome
Ability to detect and
notify API service issues rapidly, often
before customer
impact.
End User
Services
ExternalNetworks
CDNs and DNS
Application
Network
Infra

32. © Catchpoint. Confidential. All rights reserved. 32
Autodesk API Monitoring
End User
Services
ExternalNetworks
CDNs and DNS
Application
Network
Infra

33. © Catchpoint. Confidential. All rights reserved. 33
Autodesk API Monitoring
End User
Services
ExternalNetworks
CDNs and DNS
Application
Network
Infra

34. © Catchpoint. Confidential. All rights reserved. 34
Additional Autodesk DEM Use Cases
1AVAILABILITY AND SLA MONITORING FOR
DIFFERENT APPLICATION TYPES (INCLUDING SAAS)
2SIMULATING WEB PAGE LOAD PERFORMANCE
FROM DIFFERENT GEOS AND BANDWIDTHS
3PINPOINTING SLOW USER ACTIONS WITH
WATERFALL
4
USING API’S TO CREATE AN ABSTRACTION LAYER
FOR REPORTING

35. © Catchpoint. Confidential. All rights reserved. 35
Every Experience Matters