Case Studies

Company Reduces MTTR from 15 hours to 15 minutes With NETSCOUT Service Edge Monitoring

NETSCOUT Case Studies

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E N T E R P R I S E l CASE STUDY l Customer Profile From its early beginnings in the mid 1900's, this focused, driven corporation grew from a small, local business to a major international leader in business process outsourcing (BPO) and human resources and human capital management (HCM). Supporting clients around the world, this company provides cloud-based, online applications used in a variety of human resources and employee management activities. In the forefront of most major technology advancements in its industry, digital transformation has become a point of distinction for this company. They are acutely aware of the importance of high- quality performance for all their client interactions. Disruptions are unacceptable when customer deadlines are concerned. Their IT organization is committed to ensuring that all their users have a high-quality experience with all their applications from wherever they are accessing them. The Challenge The company's online application services require constant availability, with consistent responsiveness and performance for their tens of thousands of clients and millions of end-users accessing essential information. The company had recently experienced more than a dozen outages lasting in excess of five hours to triage, troubleshoot, and resolve. In some cases, they required a war room to be spun up involving 20 or more IT staff, vendors, and third-party service providers at all hours of the day and night. Not surprisingly, some of these protracted outages gained the scrutiny of the new CIO and led to the formation of several action plans to reduce and avoid similar future incidents. The corporate objectives designed by the Executive Management team focused on providing highest-level quality of experience for its global, on-line customers. HIGHLIGHTS The Challenge • Thousands of clients globally access applications online • Company experienced several outages, some lasting up to 15 hours • Protracted war room efforts revealed a lack of proactive, application visibility in key network edge locations The Solution • nGeniusONE ® Service Assurance platform • InfiniStreamNG ® 9800 series hardware appliances and vSTREAM ® virtual appliances • nGenius ® Packet Flow Operating System (PFOS) for Certified 7100 Series Packet Brokers • NETSCOUT ® Onsite Engineer The Results • Dramatic reduction in MTTR to resolve customer facing application degradations • Elimination of costly, inefficient war room sessions Company Reduces MTTR from 15 hours to 15 minutes With NETSCOUT Service Edge Monitoring Improves Quality of Online Services to Thousands of Clients With Application Visibility

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