tech support in the modern age
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www.wildpackets.com © WildPackets, Inc.
Jay Botelho
Director of Product Management
WildPackets
jbotelho@wildpackets.com
Follow me @jaybotelho
Tech Support in the Modern Age
Show us your tweets! Use today’s webinar hashtag:
#wp_moderntech with any questions, comments, or feedback.
Follow us @wildpackets
© WildPackets, Inc. 2 Tech Support in the Modern Age
Agenda
• What is OmniPeek Remote Assistant?
• Why is end-user data important?
• OmniPeek Remote Assistant in action ‒ Starting a session
‒ End-user ease-of-use
‒ Analyzing data
‒ Integrating data using multi-segment analysis
• Company Overview
• Product Line Overview
#wp_moderntech
www.wildpackets.com © WildPackets, Inc.
What Is OmniPeek Remote
Assistant?
#wp_moderntech
© WildPackets, Inc. 4 Tech Support in the Modern Age
A Network Analysis Superhero
• Flies anywhere at the speed
of light
• Addresses problems around
the globe
• Helps even the helpless
• Lifts network data of any size
• Maintains superhero
confidentiality
• Solves problems more
rapidly than humanly
possible
#wp_moderntech
© WildPackets, Inc. 5 Tech Support in the Modern Age
OmniPeek Remote Assistant
• With OmniPeek Remote Assistant you can: ‒ Gain access to network data anywhere in the world
‒ Establish an instantaneous “point of presence” when one is
needed
‒ Easily collect data directly from network users
‒ Troubleshoot network issues without leaving your desk
‒ Perform single use or ongoing network analysis
‒ Address all types of network traffic: wired, 802.11 wireless, VoIP,
video, etc.
‒ Leave no footprint
‒ Collaborate with other network experts
• OmniPeek Remote Assistant is a powerful network
analysis assistant
#wp_moderntech
www.wildpackets.com © WildPackets, Inc.
Why Is End-User Data Important?
#wp_moderntech
© WildPackets, Inc. 7 Tech Support in the Modern Age
Why Is End-User Data Important?
• Your internal users ‒ Help desk/troubleshooting
‒ Remote users
‒ User experience
• Your customers ‒ Troubleshoot your equipment remotely
‒ Troubleshoot your customer’s network remotely
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OmniPeek Remote Assistant
In Action
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© WildPackets, Inc. 9 Tech Support in the Modern Age
Use Case - Retailer Internal Network Analysis/Troubleshooting
Trouble call comes in
from store. Very slow
PoS system response.
User is directed to
download and install
OmniPeek Remote.
User sends encrypted
capture data back to HQ
for analysis.
Network analyst at HQ
uses OmniPeek
Enterprise to quickly
troubleshoot problem
without leaving the
office.
#wp_moderntech
© WildPackets, Inc. 10 Tech Support in the Modern Age
Network Equipment Provider Field Service Applications
Support call comes in
from WLAN customer.
Users cannot connect.
WLAN customer is
directed to download
and install OmniPeek
Remote Assistant. User
sends encrypted
capture data back to
support analyst for
analysis.
Network analyst at HQ
uses OmniPeek
Enterprise to quickly
troubleshoot problem
without leaving the
office.
#wp_moderntech
© WildPackets, Inc. 11 Tech Support in the Modern Age
OmniPeek Remote Assistant
• Highly cost effective solution
‒ Internal network analysis situations
‒ Field service use for customer support organizations
‒ Saves $100s to $1000s per use
‒ Reduces time to analysis to minutes from hours or days
• Enable remote network analysis (packet captures) by
non-technical personnel
‒ Eliminate/reduce the need to travel to remote sites
‒ Simple deployment and easy to use
‒ Small footprint
• Ensure security of captured data
‒ Captures encrypted with unique public/private key pair – safe to transfer
via email, FTP, etc.
‒ A different key can be generated for each remote site
#wp_moderntech
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Using OmniPeek Remote Assistant
A Demo
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© WildPackets, Inc. 13 Tech Support in the Modern Age
What We'll See
• Creation ‒ Key management
‒ Distribution
• Use ‒ Extract zip files
‒ Run ORA
‒ Send files to analyst
• Analysis ‒ Opening files
‒ License tracking
‒ Sharing files
‒ Multi-segment analysis
#wp_moderntech
www.wildpackets.com © WildPackets, Inc.
OmniPeek Remote Assistant
Summary
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© WildPackets, Inc. 15 Tech Support in the Modern Age
OmniPeek Remote Assistant Packaging
• Subscription-based licensing
• Includes a copy of OmniPeek Enterprise
• License levels: ‒ 100 sessions
‒ 500 sessions
‒ Unlimited sessions
• 5 trial sessions included with OmniPeek Enterprise
• Session = analysis from one remote computer
#wp_moderntech
© WildPackets, Inc. 16 Tech Support in the Modern Age
OmniPeek Remote Assistant Usage
0/100
0/100
#wp_moderntech
© WildPackets, Inc. 17 Tech Support in the Modern Age
OmniPeek Remote Assistant Usage
2/100
1/100
3/100
#wp_moderntech
© WildPackets, Inc. 18 Tech Support in the Modern Age
Customer Benefits
• Solves the problem of remote, end-user analysis
• Cost savings realized with each usage
• Remote data is secure at all times
• Collaborative analysis
• Same familiar platform - OmniPeek
#wp_moderntech
www.wildpackets.com © WildPackets, Inc.
Company Overview
#wp_moderntech
© WildPackets, Inc. 20 Tech Support in the Modern Age
Corporate Background
• Experts in network monitoring, analysis, and troubleshooting
‒ Founded: 1990 / Headquarters: Walnut Creek, CA
‒ Offices throughout the US, EMEA, and APAC
• Our customers are leading edge organizations
‒ Mid-market, and enterprise lines of business
‒ Financial, manufacturing, ISPs, major federal agencies,
state and local governments, and universities
‒ Over 7,000 customers / 60+ countries / 80% of Fortune 1,000
• Award-winning solutions that improve network performance
‒ Internet Telephony, Network Magazine, Network Computing Awards
‒ United States Patent 5,787,253 issued July 28, 1998 • Different approach to maintaining availability of network services
#wp_moderntech
© WildPackets, Inc. 21 Tech Support in the Modern Age
Real-World Deployments
Education
Health Care / Retail
Financial
Telecom
Government
Technology
#wp_moderntech
www.wildpackets.com © WildPackets, Inc.
Product Line Overview
#wp_moderntech
© WildPackets, Inc. 24 Tech Support in the Modern Age
OmniPeek Enterprise Packet Capture, Decode and Analysis
• 10/100/1000 Ethernet, Wireless, WAN, 10G
• Portable capture and OmniEngine console
• VoIP analysis and call playback
Omnipliance / TimeLine Distributed Enterprise Network Forensics
• Packet capture and real-time analysis
• Stream-to-disk for forensics analysis
• Integrated OmniAdapter network analysis cards
WatchPoint Centralized Enterprise Network Monitoring Appliance
• Aggregation and graphical display of network data
• WildPackets OmniEngines
• NetFlow and sFlow
Product Line Overview
#wp_moderntech
© WildPackets, Inc. 25 Tech Support in the Modern Age
OmniPeek Network Analyzer
• OmniEngine Manager
– Connect and configure distributed OmniEngines/Omnipliances
• Comprehensive dashboards present network traffic in real-time
– Vital statistics and graphs display trends on network and application
performance
– Visual peer-map shows conversations and protocols
– Intuitive drill-down for root-cause analysis of performance bottlenecks
• Visual Expert diagnosis speeds problem resolution
– Packet and Payload visualizers provide business-centric views
• Automated analytics and problem detection 24/7
– Easily create filters, triggers, scripting, advanced alarms and alerts
#wp_moderntech
© WildPackets, Inc. 26 Tech Support in the Modern Age
Omnipliance Network Recorders
• Captures and analyzes all network traffic 24x7
– Runs our OmniEngine software probe
– Generates vital statistics on network and application performance
– Intuitive root-cause analysis of performance bottlenecks
• Expert analysis speeds problem resolution
– Fault analysis, statistical analysis, and independent notification
• Multiple issue digital forensics
– Real-time and post capture data mining for compliance and troubleshooting
• Intelligent data transport
– Network data analyzed locally
– Detailed analysis passed to OmniPeek on demand
– Summary statistics sent to WatchPoint for long term trending and reporting
– Efficient use of network bandwidth
• User-extensible platform
– Plug-in architecture and SDK
#wp_moderntech
© WildPackets, Inc. 27 Tech Support in the Modern Age
Omnipliance Network Recorders Price/performance solutions for every application
Portable Edge Core
Ruggedized
Troubleshooting
Small Networks
Remote Offices
Datacenter Workhorse
Easily Expandable
Aluminum chassis / 17” LCD 1U rack mountable chassis 3U rack mountable chassis
Quad-Core Xeon 2.5GHz Quad-Core Intel Xeon X3460
2.40Ghz
Two Quad-Core Intel Xeon
E5530 2.4Ghz
4GB RAM 4GB RAM 6GB RAM
2 PCI-E Slots 2 PCI-E Slots 4 PCI-E Slots
2 Built-in Ethernet Ports 2 Built-in Ethernet Ports 2 Built-in Ethernet Ports
500GB and 2.5TB SATA
storage capacity
1TB SATA storage capacity 8/16TB SATA storage
capacity
#wp_moderntech
© WildPackets, Inc. 28 Tech Support in the Modern Age
TimeLine
• Fastest network recording and real-time statistical
display — simultaneously ‒ 11.7Gbps sustained capture with zero packet loss
‒ Network statistics display in TimeLine visualization format
• Rapid, intuitive forensics search and retrieval ‒ Historical network traffic analysis and quick data rewinding
‒ Several pre-defined forensics search templates making
searches easy and fast
• A natural extension to the WildPackets product line
• Turnkey bundled solution ‒ Appliance + OmniEngine, OmniAdapter, OmniPeek Connect
#wp_moderntech
© WildPackets, Inc. 29 Tech Support in the Modern Age
TimeLine For the most demanding network analysis tasks
TimeLine
10G/40G Network Forensics
3U rack mountable chassis
Two Quad-Core Intel Xeon 5560 2.8Ghz
18GB RAM
4 PCI-E Slots
2 Built-in Ethernet Ports
8/16/32/48TB SATA storage capacity
#wp_moderntech
© WildPackets, Inc. 30 Tech Support in the Modern Age
WatchPoint Centralized Monitoring for Distributed Enterprise Networks
• High-level, aggregated
view of all network
segments
– Monitor per campus, per
region, per country
• Wide range of network
data
– NetFlow, sFlow, OmniFlow
• Web-based, customizable
network dashboards
• Flexible detailed reports
• Omnipliances must be
configured for continuous
capture
#wp_moderntech
© WildPackets, Inc. 31 Tech Support in the Modern Age
WildPackets Key Differentiators
• Visual Expert intelligence with intuitive drill-down
– Let computer do the hard work, and return results, real-time
– Packet / Payload Visualizers are faster than packet-per-packet diagnostics
– Experts and analytics can be memorized and automated
• Automated capture analytics
– Filters, triggers, scripting and advanced alarming system combine to provide
automated network problem detection 24x7
• Multiple issue network forensics
– Can be tracked by one or more people simultaneously
– Real-time or post capture
• User-extensible platform
– Plug-in architecture and SDK
• Aggregated network views and reporting
– NetFlow, sFlow, and OmniFlow
#wp_moderntech
www.wildpackets.com © WildPackets, Inc.
Q&A
Show us your tweets! Use today’s webinar hashtag:
#wp_moderntech with any questions, comments, or feedback.
Follow us @wildpackets
Follow us on SlideShare! Check out today’s slides on SlideShare
www.slideshare.net/wildpackets
www.wildpackets.com © WildPackets, Inc.
Thank You!
WildPackets, Inc.
1340 Treat Boulevard, Suite 500
Walnut Creek, CA 94597
(925) 937-3200
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