Case Studies

Financial Services Leader Improves Business Delivery with NETSCOUT Visibility as a Service Program

NETSCOUT Case Studies

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E N T E R P R I S E l CASE STUDY l Customer Profile This global financial services company offers a vast portfolio of consulting services and software solutions supporting both commercial and personal-business customers. Wanting to provide customers several ways to use their financial services expertise, the company is taking full advantage of a digital platform portfolio that includes Web and mobile applications. The company's Contact Centers deliver next-generation voice and video services that are crucial to supporting the business. In addition, their information technology (IT) team operates traditional data centers to help keep the financial business running at the company's hundreds of remote locations. The Challenge For any financial services business, staffing shortfalls during high-traffic annual tax filing periods are scenarios to be avoided. These situations become especially acute when departments occasionally find themselves short of in-demand subject matter experts. Such was the case with this company's Network Operations (NetOps) team, which relied on the nGeniusONE Service Assurance platform for business services monitoring and performance management. In a four-year span, staff promotions, transfers, departures, and even vacation schedules impacted in-place nGeniusONE subject matter expertise. In helping counter-act their nGeniusONE subject matter expert (SME) staffing gaps, the NetOps team had already engaged NETSCOUT for regularly scheduled nGeniusONE knowledge transfer sessions. Despite these efforts, NetOps was still short-handed, and further, the team felt strongly that other IT teams across the business would benefit from use of nGeniusONE's end-to-end views and real-time business service monitoring. OVERVIEW The Challenge • IT understaffed and overcommitted • Needed quick time to knowledge to diagnose issues involving 3rd party providers The Solution • NETSCOUT ® Visibility as a Service (VaaS) subscription • nGeniusONE ® Service Assurance platform • InfiniStreamNG™ appliances The Results • Quick solution to IT staffing concerns, with 100% troubleshooting accuracy leading to MTTR reductions • Extends return on investment provided by installed NETSCOUT platform Financial Services Leader Improves Business Delivery with NETSCOUT Visibility as a Service Program

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