Accelerating BMC Remedy with CDNetworks’ Cloud Acceleration

Author – CDNetworks

WHITE PAPER

TABLE OF CONTENTS TABLE OF CONTENTS ................................................................................................................. 2

Introduction ................................................................................................................................. 3

The Benefits of Cloud Acceleration....................................................................................... 4

Test Environment ....................................................................................................................... 6

Testing Results ............................................................................................................................ 7

Additional CDNetworks Offerings ...................................................................................... 10

Summary .................................................................................................................................... 11

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Introduction Today’s enterprises are facing constrained resource, operating, and capital budgets. Yet, users who are driven by the consumerization of IT, bring-your-own-device, and daily use of social media have an increasingly high expectation of service. They demand high levels of performance, easy access, simple processes, and continuous availability — in a simple and convenient manner.

BUSINESS CHALLENGE Unfortunately, the collaboration between IT service support and IT operations required for effective service delivery can be exacerbated by the fact that these two entities don’t usually see eye-to-eye. As a result, enterprises are being driven to explore critical decisions around their IT service management strategy, which now must include how to leverage cloud computing, support new internal and external software delivery models (such as SaaS), and integrate service management processes into other core operational business processes, to maximize efficiency and give users the integrated, powerful, yet simple, service they demand.

THE BMC SOFTWARE SOLUTION As the worldwide leader in IT service management, BMC Software is the pioneer in effective solutions that connect and automate ITIL® processes, such as incident, problem, change, asset, service level, configuration, and service catalog / request fulfillment. From simple help desk control to service and business alignment — from basic tasking to out-of-the-box ITIL processes — no other vendor has the breadth and depth of choices to meet your needs today and in the future.

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The Benefits of Cloud Acceleration A global cloud-based CDN offers tremendous performance and availability benefits to organizations running BMC Remedy applications accessed by distributed employees, customers, partners, and suppliers. CDNetworks’ Dynamic Web Acceleration (DWA) architecture seamlessly combines network and application technologies necessary to make the Internet more efficient and increase application performance across the globe. By increasing the efficiency of Internet communication, CDNetworks enhances the performance for Remedy applications and related content, media, and dynamic Web pages. CDNetworks provides acceleration for Service Desk applications via a cloud based architecture that includes static and dynamic content acceleration, network acceleration, Domain Name Service (DNS), load balancing, and cloud storage. The services are integrated to facilitate the fastest possible Service Desk performance.

Rapid Deployment The CDNetworks network is always on and provisioned with so much capacity that new customers simply configure their DNS to point to CDNetworks’ cloud-based infrastructure, and global application acceleration is instantaneously turned on. This rapid-deployment capability transforms an IT organization’s ability to deliver high-performing business applications over otherwise low-quality Internet connections, versus struggling with time- and resource-intensive on-premise network hardware deployment and setup.

OpEx and CapEx Efficiencies and Savings The in-house expense and expertise required to reliably deliver business applications, with good network performance to end users around the globe, can be cost prohibitive and slow to implement. Often, organizations must over-provision hardware, software, and bandwidth to prepare for spikes in user demand, leading to very expensive business application delivery. Moreover, integrating multiple vendors’ services and products for critical infrastructure components – content delivery, DNS optimization, load balancing, and storage – increases overall complexity, which is another cost driver. By contrast, CDNetworks combines the necessary network delivery and application acceleration components in a cloud solution and architecture. Remedy customers achieve optimal performance, resilience, and scalability at the lowest OpEx and CapEx possible through the completely integrated cloud technology architecture.

Emerging Market Penetration CDNetworks stands alone as the only global CDN provider with a presence in all the world’s emerging market regions, including infrastructure, operations, and staff in mainland China. This is particularly important for organizations sharing Remedy applications and on-demand service offerings with partners and customers in supplier-heavy countries such as Brazil, Russia, India, and China (BRIC). Simultaneously, several BRIC countries have become important customer markets, and CDNetworks seamlessly streamlines Remedy application delivery to employees, partners, and customers in these markets.

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Global Reach

CDNetworks is the only multinational content delivery network with local expertise and infrastructure on six continents, including China. We have operated our global cloud of distributed servers for over twelve years and faithfully deliver massive amounts of traffic for over 40,000 domains every day.

Architecture

Dynamic Web Acceleration process flow

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Pervasive Security Business applications send and receive confidential business data; therefore network traffic should be encrypted. CDNetworks can enhance the security of public networks for unencrypted and encrypted, secured network traffic. Through a process of security key exchanges, data encryption, and message authentication between an organization’s servers and stakeholders outside the firewall, the PCI-certified CDNetworks services ensures that data moves quickly and securely across the Internet.

Test Environment CDNetworks and BMC worked together to test the acceleration of Remedy to global end-user traffic. The Remedy installation was located in the US state of Texas.

BMC Remedy Test Environment: Testing was done on CDNetworks global network and Dynamic Web Acceleration solution. CDNetworks DWA optimizes the Internet “middle mile” by reducing the number of data round trips necessary to complete a Web request – even for dynamic content. DWA accelerates application performance and improves the end-user experience. The middle mile refers to the long-haul network connection between the CDN end-point locations, which are closest to your application data center and the application clients.

Architecture of BMC Remedy

The test landscape resembled an on-premise data center setup hosted in BMC’s cloud infrastructure.

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CDNetworks Test Environment: CDNetworks used the Gomez testing service to test global end-user performance. Gomez has more than 150,000 backbone and last-mile testing locations in nearly 170 countries, and more than 2,500 ISPs.

Testing was done November 13-18, 2013.

Test collection was done hourly.

TEST METHODOLOGY We created two identical tests in Gomez with the below outlined steps:

Test A tested the BMC Management console after login with traffic going directly to origin.

Test B tested the BMC Management console after login with traffic going through CDNetworks’ Dynamic Web Acceleration (DWA) service.

One of the goals of the testing was to validate functional correctness by running the test with and without CDNetworks service to verify that both tests produced the same functional results. On the performance side, the goal was to measure the performance benefits of using the CDN as well as test for any reliability improvements.

The tested scenario was:

Access URL: http://develper.bmc.com

Click on Open Management Console

Log in

Wait for all modules to load

End Test

The test scenario was executed by global test agents with multiple iterations for each agent. The resulting web page was 1 MB.

We also verified that business scenarios, which involved access to back-end application data via Remedy, were functionally correct when routed through the CDNetworks service.

Testing Results In this section, we present some of our performance and reliability improvement results when comparing Remedy application access via plain Internet versus the CDNetworks service. In the following charts and text, “origin” refers to the plain Internet case, and “CDNW” refers to results gained with CDNetworks’ service.

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EUROPE INCLUDING RUSSIA PERFORMANCE

Figure 1: Comparison of a US-based Remedy origin running on the internet versus on CDNetworks. After the user logs in, Remedy origin delivered Europe and Russia average end-user response of 15.745 seconds, while the CDNetworks’ accelerated solution delivered average response times of 8.714 seconds. This represents a 44% decrease in page load time. The login response time decreases will translate to the entire site, so all Remedy web pages will be much faster when running on CDNetworks than without. This means higher productivity and faster response to internal customer issues.

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ASIA PACIFIC PERFORMANCE

Figure 2: Comparison of a US-based Remedy origin running on the internet versus on CDNetworks. After the user logs in, Remedy origin delivered an Asia Pacific average end-user response of 26.273 seconds, while the CDNetworks’ accelerated solution delivered average response times of 11.730 seconds. This represents a 54% decrease in login time. The login response time decreases will translate to the entire site, so all Remedy web pages will be much faster when running on CDNetworks than without. This means higher productivity and faster response to internal customer issues.

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Additional CDNetworks Offerings

Feature Description Benefit

Content Acceleration

A network of widely deployed caches that work in conjunction with intelligent caching software and cloud-based storage to optimize Web site content delivery to end users around the globe

Ensures that all static content from Web sites is delivered optimally around the world via HTTP or HTTPS

Dynamic Network Acceleration

An on-demand network acceleration service for enterprise (behind the firewall) applications

Quickly and reliably scales and accelerates both browser- and non-browser-based applications

China Acceleration The unique capabilities of having both licensed business operations and CDN POPs within mainland China for the purpose of extending businesses’ content and applications into China much faster than they could on their own

Opens up the massive Internet market in China to businesses’ applications and content for both operational efficiencies and revenue generation

Media Acceleration Capabilities for speeding the delivery of bandwidth-intensive content, such as streaming media and high-definition content

Enables businesses to deliver media via the HTTP protocol globally to support Web-based initiatives

Cloud Storage Networked online storage in which data is in multiple data centers rather than on individual dedicated servers

Provides unlimited growth capability in storage at reasonable cost for ultimate flexibility and resiliency

Cloud DNS Cloud-based global delivery of the Distributed Name System (DNS) service

Accelerates global performance of applications and Web sites, as DNS is the first step that occurs in every Web action/transaction

Cloud Load Balancer

Policy-based load balancing that allows for both geography-based and rules-based load balancing to deliver content based on cost and/or performance

Gives customers control over their priorities and costs by enabling them to implement policy-based load balancing between CDNs, clouds, and data centers using their own rules

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Summary The performance, reliability and scalability of the CDNetworks global network combine to deliver optimal performance for BMC Remedy applications anywhere in the world. As demonstrated by the third-party performance testing service Gomez, CDNetworks betters the performance of Remedy origin servers around the globe. The robust nature of the CDNetworks architecture is proven through the multi-level stress tests, in which CDNetworks consistently outperformed Remedy origin servers: 44-54% faster system login times. CDNetworks’ performance and reliability make an easy business case for accelerating BMC Remedy applications with the service. Add to that far lower requirements in CapEx and OpEx, and the business case becomes a “no-brainer” for IT departments working with limited budget.

CDNetworks and BMC Software produced this white paper to assist customers with joint BMC Software / CDNetworks implementations. BMC Software and CDNetworks have made an effort to ensure that the information contained in this document is accurate, but do not guarantee results.

Remedy OnDemand, Remedy ITSM, BMC Asset Management, BMC Change Management, BMC Service Desk, BMC Service Level Management, BMC Service Request Management, BMC Knowledge Management, BMC Atrium, BMC Remedy and AR System are registered trademarks or trademarks of BMC Software, Inc. All other trademarks are the property of their respective owners.

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© CDNetworks

2013-11