Zscaler Digital Experience (ZDX)

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Ensure Great User

Experiences
using Zscaler Digital Experience
5000+ Customers Rely on Zscaler Digital Experience

© 2024 Zscaler, Inc. All rights reserved 2


The Daily Struggle: Tedious and Expensive IT Troubleshooting

Service Desk Network Operations Reassign to correct team Issue Resolved

Issue is escalated to L2
or specific teams

User experiences Reports to IT support L1 support attempts basic L1 is unable to resolve


performance issues (help desk) troubleshoot user issue

62%
IT support services are a contributing
factor to negative experiences
20The
minGlobal IT Experience Benchmark
days
All websites or just 860K+ responses across 130+ countries
My computer is Let’s try some basic I think that this is a Our network looks ok, High response times
running slow! certain websites? things: turn it on, turn network problem. Let let’s see if it’s an The security policy is from the app. App
Zoom calls? it off, move closer to me connect you with application issue or a correct provider resolves the
your router … that team. security issue. issue.

© 2024 Zscaler, Inc. All rights reserved. 3


Point Tools Are Failing IT Service Desk and Operations Teams

DEVICE NETWORK SAAS / WEB / APP


MONITORING MONITORING MONITORING

Siloed Metrics and Misdirected Ticket Missed Service Desk


Blind Spots = Escalations = SLAs =
Manual correlation and Expensive use of Frustrated users and lost
poor escalations specialists, and delays productivity

© 2024 Zscaler, Inc. All rights reserved. 4


Zscaler Digital Experience Helps Deliver Flawless Digital Experiences

APPLICATION | INFRA

Network Operations
API Detect and fix developing
ZERO TRUST EXCHANGE
issues across ISPs,
networks and apps, early

NETWORK

USER Service Desk


EXPERIENCE
Triage and escalate to the
WI-FI | ISP right teams for faster IT
ticket resolutions

DEVICE
AI ANALYSIS

© 2024 Zscaler, Inc. All rights reserved.


Five Comprehensive Solutions Built on an Integrated Platform

Internet SaaS Cloud DC

2 1 3
Secure Data Secure Apps
Cloud, Endpoint, Internet DLP
Secure Communication
Attack Surface, AppCloaking,
Advanced Threats: Ransomware, Phishing, etc.
SaaS: CASB, Supply Chain Deception, ITDR, WAF

5 Deliver Actionable Insights

Risk360™ Breach Prediction Copilots


Zero Trust
Exchange Vulnerability Mgmt. Business Insights

Zscaler Data Fabric


4
Enable Zero Trust Networking
Branch, Cloud, IoT / OT
Digital Experience

Workforce Workloads IoT/OT B2B


Remote, Office Cloud, DC, Factory Ships, Windmills, Cameras Portal, Site-to-Site

© 2022 Zscaler, Inc. All rights reserved.


Comprehensive Device - to - App Telemetry
Every 1, 5, or 15 minutes

DEVICE NETWORK APPLICATION

Device & Software Comprehensive Insights Page Fetch Time


Model, software, versions, patches WiFi, Last Mile and Intermediate ISPs, PAC Parsing Time, DNS Time, TCP
Corporate, Zscaler, Proxies Connect Time, SSL Handshake Time
Device Health
CPU | Memory | Battery | Disk I/O & Usage | Multi-Protocol Server
Network I/O & Bandwidth | WiFi Signal TCP, UDP, ICMP, with adaptive mode Response time

Processes Hop - by - Hop Network Metrics Application


Top processes with utilization details Latency, Packet Loss Availability
CPU | Memory | Disk I/O | Network I/O
Zoom, Teams, WebEx
Windows OS Audio, Video, Sharing metrics
Focus Time | Boot Up Time | Crash Reports

© 2024 Zscaler, Inc. All rights reserved.


24/7 Monitoring from Global Locations Using Hosted Monitoring

Data
Internet SaaS IaaS/PaaS Center

Measure application availability


and performance from BETA

globally hosted locations

Use Hosted Monitoring To

• Monitor external websites 24/7 from


where customers are
• Ensure SLAs for apps and services
• Rollout apps, or expand to new regions

© 2024 Zscaler, Inc. All rights reserved. 8


Continuously
Monitor Your
Web Apps

Drill down into each


alert for analysis

Review test results


and drill down for
web and network
performance details
from each test

© 2024 Zscaler, Inc. All rights reserved.


Analyze Your Data: Powerful, Yet Easy

Select your
applications

Pick metrics to
analyze

Organize and
manipulate data

Use Cases
Choose how to
visualize results
• Management reporting showing user
experience trends and impact of
performance optimization
• Troubleshooting by contrasting metrics
across different applications

© 2024 Zscaler, Inc. All rights reserved. 10


What’s New with Zscaler Digital Experience

The Industry’s Most Intelligent Digital Experience Monitoring Solution

Get instant answers with Expand telemetry with Get actionable insights

Copilot Hosted Monitoring Data Explorer

ask and get answers to all your monitor the internet and its custom views and reports
app, network, and device impact on your apps from showing actionable insights
performance questions globally distributed locations relevant to your organization

© 2024 Zscaler, Inc. All rights reserved 11


Intelligently Detects and Notifies

Adaptively baselines ‘normal’ over time, for each app,


region and user to accurately detect anomalies

1
INCIDENTS

2 IT SELF SERVICE 3 TICKETS

Fix developing issues before users


API | webhooks complain

Alert or create tickets with root


cause analysis and diagnostics

Guide end users to fix device, WiFi, local ISP


issues

© 2024 Zscaler, Inc. All rights reserved 12


Service Desk
Network Operations Desktop Support
to achieve faster
to find and fix issues to rapidly troubleshoot
mean time to
before users complain and fix device issues
resolution

© 2024 Zscaler, Inc. All rights reserved 13


Network Operations: Proactively Fix Issues
15 minutes to resolve user
experience issues, down from 8
hours previously

1 2 3
Detect developing app, Review impacted locations, Isolate root cause using
network, or device issues users, and apps AI, and resolve problem

Weak Wi-Fi signal strength detected

© 2024 Zscaler, Inc. All rights reserved.


Service Desk: Accelerate IT Ticket Resolution ZDX helped us identify the root
cause of long-term performance
issues and our helpdesk teams
1 resolve user issues easily
Remote Barry experiencing slow app

2 3
Service desk sees issue due to high CPU, opens details in ZDX Service desk shares snapshot with desktop team

© 2024 Zscaler, Inc. All rights reserved.


Desktop Support: Resolves Issue for Multiple Users ZDX helped us identify the root
cause of long-term performance
issues and our helpdesk teams
resolve user issues easily
4 5
Desktop team identifies offending process Same process affecting upto 120 devices

Desktop team
fixes issue for
Barry, and on
119 other
devices

© 2024 Zscaler, Inc. All rights reserved 16


Ensure High Quality Teams, Zoom and WebEx Experiences

ALL USERS

Device Health
CPU | Memory | Disk I/O
N/W I/O | Bandwidth | Processes
High latency detected between gateway and egress 94%

Meeting Session
Audio : Latency | Jitter | Loss I/O | MOS
I/O
Video : Latency | Jitter | Loss I/O
Sharing : Latency | Jitter | Loss I/O

High latency
between Hotel
gateway and ISP

© 2024 Zscaler, Inc. All rights reserved.


ZDX Copilot Improves IT BETA

Efficiency and Collaboration


Ask and Get Instant Answers!
Security Service Desk
What does DNS mean? Show me 50 users with Ensure SLA for all inline Instant answers help triage
the poorest user security services or resolve IT tickets
experience in California
Knowledge Insights

Why was Outlook slow Alert when user


for users in Paris at 9 AM experience for >25%
today? users in Paris using
Outlook is poor Network Operations IT Leadership
Analysis Configuration Detailed diagnostics for Insights that show results
efficient troubleshooting or opportunities for impact

© 2024 Zscaler, Inc. All rights reserved. 18


© 2024 Zscaler, Inc. All rights reserved 19
Insights You Need BY Asking Simple Questions

© 2024 Zscaler, Inc. All rights reserved. 20


Reduce Cost and Complexity with ZDX

Cost Savings Productivity Gains Operations Improved

$7.4M 20% 52%


in annual fewer hours lost to faster
savings downtime mean time to resolution

330% ROI $4.5M $4M


over annual benefit of increased benefit of improved
three years productivity efficiency

Our mean time to resolve (MTTR) has improved by 62%,


helping us scale to support a doubling in our workforce

* All data, calculations, and assumptions are based on what our customers have experienced in real-world production environments.
© 2024 Zscaler, Inc. All rights reserved. 21
Assure Flawless Digital Experiences

Multiple tools and


tedious troubleshooting
and Operations
Cost Of Tools

AI-Powered DEM
and proactive IT

Unified Visibility AI-Powered Ticket Avoidance Proactive


From Device To Root Cause With Resolution With
Application Analysis IT Self Service Incident Dashboard

© 2024 Zscaler, Inc. All rights reserved.


Deliver Great User Experiences

1 2 3

Turn On Configure Connect


Enable ZDX; uses Apply built-in and With ServiceNow,
Zscaler Client custom monitoring PagerDuty, Slack for
Connector on devices templates alerting & workflows

© 2024 Zscaler, Inc. All rights reserved.


Challenge
Customer service call center expanding from 1,200 to
more than 5,000 remote customer service
representatives (CSRs)
"Using ZDX we’ve improved our
Solution troubleshooting time by 62%,
Monitor performance of devices, network, and enabling us to focus attention on
applications to provide insights and isolate root cause
of connectivity issues the source of a user’s connectivity
issue.”
Result
Regardless of a problem’s source, Careem can now
identify it fast

“Our mean time to resolve (MTTR) has improved by 62%,


helping us scale to support a doubling in our workforce with
the same Infosec staff while also improving colleague and
CSR experiences.” - CIO
100+
80 7000
14
COUNTRIES
CITIES EMPLOYEES
COUNTRIES

© 2024 Zscaler, Inc. All rights reserved.


How to Get These Capabilities
more on zscaler.com/pricing-and-plans

ZDX Standard ZDX M365 ZDX Advanced ZDX Advanced Plus

● Basic network, device,


All in Standard, plus: All in M365, plus: All in Advanced, plus:
web, and private app
● Hop-by-hop network details ● AI-powered root cause analysis ● Fix issues caused by processes
monitoring
● M365 / MS Teams only ● All apps, plus Zoom and WebEx ● Review all developing incidents impacting
● Get email alerts
users, before they complain
● Intelligent alerts ● Share time-bound incident snapshots
● Automatically assists end users to fix poor Wi-
● Integrate with ITSM ● Org-wide device & software inventory Fi, CPU, and ISP issues
● Deep tracing at 1 min intervals ● Performance trend reports ● Copilot AI Assistant for instant insights

● Build your own custom reports ● Monitor websites from globally hosted locations

3 applications M365 & 1 application 15 applications 50 applications


Poll at 15 min intervals Poll at 5 min intervals Poll at 5 min intervals Poll at 5 min intervals
3 alert rules 10 alert rules 25 alert rules 100 alert rules
Data retention: 2 days Data retention: 14 days Data retention: 14 days Data retention: 14 days

© 2024 Zscaler, Inc. All rights reserved. 25


Popular Use Cases

Hybrid Workforce UCaaS ZTNA


Experience Monitoring Visibility

© 2023 Zscaler, Inc. All rights reserved. 26


Use Case 1: Proactively Detect Applications Outages With AI
Zoom Outage – Global issues in September 2022

ZDX Score highlights


Zoom outage ZDX AI-Powered
ZDX Web Probe root cause
metrics indicating analysis
502 errors
ZDX Score indicating
the degradation and
recovery times in Zoom

© 2023 Zscaler, Inc. All rights reserved. 27


Use Case 1: Proactively Detect Application Outages With AI
Zoom Outage – Global issues in September 2022

ZDX AI-Powered
ZDX AI-Powered root cause root cause
analysis indicates the reason analysis
for the outage

ZDX CloudPath
showing end user to
destination

© 2023 Zscaler, Inc. All rights reserved. 28


Use Case 2: Quickly Isolate High Latency Between Routers
Microsoft Outage – Global issues in January 2023

ZDX Score highlights ZDX Score indicating Microsoft


Microsoft Global
ZDX Web Probe OneDrive
metrics outage and recovery
issues indicating 503 errors
(times in IST)
(times in PST)

ZDX Score indicating Microsoft


SharePoint outage and
recovery (times in IST)

ZDX Score indicating Microsoft


Outlook outage and recovery
(times in IST)

© 2023 Zscaler, Inc. All rights reserved. 29


Use Case 2: Quickly Isolate High Latency Between Routers
Microsoft Outage – Global issues in January 2023
ZDX AI-powered root
cause analysis indicates
the reason for the outage
ZDX Web Probe metrics
indicating 503 errors
(times in PST)

ZDX CloudPath showing


end user to destination

ZDX CloudPath details


showing the issue
between Microsoft Azure
nodes

© 2023 Zscaler, Inc. All rights reserved. 30


Use Case 3: Real-time Detection of SaaS Outages
Salesforce Outage – Global issues in May 2021

Salesforce CTO

Automated
Global viewalert
of impacted
triggered,
Zscaler
updating
employees
NOC team
on
Global ZDX Score for SFDC drops significantly
in
Mayreal
11,time
2021, between 2-5 pm PST

© 2023 Zscaler, Inc. All rights reserved. 31


Use Case 4: Detecting Regional Performance Issues
Microsoft 365 Outage – Regional Issues in February 2021

1
Regional m365 performance
issues affecting Zscaler west
coast employees

2
Baselined ZDX score shows
performance degradation
when compared to unaffected
users

© 2023 Zscaler, Inc. All rights reserved. 32


Use Case 5: Network Latency Inside the Microsoft Network
Sub-optimal routing within the Microsoft Network Causing bad user experience, detected with ZDX

1
Bad ZDX Score trend
observed for a given
user when accessing
Sharepoint Online

2
Sustained high Page Fetch Time PFT of 3.5s and above
(PFT) value indicates it takes 2x to
load the page for the impacted user
during the time window

3
High latency observed
upstream from Zscaler
Data center to destination
service (Sharepoint)

4
Hop by hope analysis
indicate sustained high
latency within MSFT
backbone network
© 2023 Zscaler, Inc. All rights reserved. 33
Use Case 6: Detecting Hop-By-Hop Network Issues
Local ISP hop exhibits high latency
2
ZDX identifies
corresponding spikes
in network latency
reaching 518 ms

1
ZDX shows
intermittent
slowness affecting
all applications

3 Majority of latency is from


the ISP last mile

© 2023 Zscaler, Inc. All rights reserved. 34


Use Case 7: Baselining Performance Between Office and Working from Anywhere
Office
Home Home

2 Excellent
1 Spotty performance
performance when
working from the
while working from
office
home

3 ZDX identifies that


home performance
issues are caused
by local ISP

© 2023 Zscaler, Inc. All rights reserved. 35


Use Case 8: Detecting Employee Home WIFI Issues
Weak Wi-Fi signal

1
ZDX show
degradation in app
performance caused
by high network
latency

3
This high latency
2 corresponds with a
ZDX shows very drop in Wi-Fi signal
high network strength
latency between
device and AP

© 2023 Zscaler, Inc. All rights reserved. 36


Use Case 9: Detecting High CPU Causing Application Degradation
End user device performance issues

1
This is the September
2020 m365 outage 2
Next day after outage, ZDX
show continued slow m365
performance

3
ZDX identifies that a multi-hour CPU surge was
causing slowness

© 2023 Zscaler, Inc. All rights reserved. 37


Use Case 10: Scheduled Anti-Virus Impacting Performance Across Users

1
ZDX shows degradation
in user experience at
certain time each day
2
ZDX alerts on high CPU
3 affecting many users at
ZDX showstime
this same multiple users
seeing large CPU spikes at
the same time caused by AV
process

© 2023 Zscaler, Inc. All rights reserved. 38


Use Case 11: Visibility into Private Applications via ZPA
1
ZDX provides CloudPath visibility
for private apps over the Internet
all the way to the destination

2
ZDX identified 2x increase
in end-to-end latency
causing degradation in user
experience

3
High network latency
observed in customer’s
private network

© 2023 Zscaler, Inc. All rights reserved. 39


Use Case 12: Call Quality Monitoring for Microsoft Teams

4
ZDX provides network
analytics during the
Teams meeting

1
ZDX shows degraded
Teams meetings 2
3 ZDX then lists the
ZDX shows detailed call Teams meetings,
quality metrics for the participants and their
troubled user call quality scores

© 2023 Zscaler, Inc. All rights reserved. 40


Service Desk Quickly Troubleshoots & Resolves Poor User Experience

ALL USERS

Device Health
CPU | Memory | Disk I/O
N/W I/O | Bandwidth | Processes

High latency
between Hotel Meeting Session
gateway and ISP Audio : Latency | Jitter | Loss I/O | MOS
I/O
Video : Latency | Jitter | Loss I/O
Sharing : Latency | Jitter | Loss I/O

© 2023 Zscaler, Inc. All rights reserved. 41


Network Operations Proactively Monitor and Optimize Performance

High latency
between ISP and
Microsoft
datacenter

© 2023 Zscaler, Inc. All rights reserved. 42


zscaler.com/zdx

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