LogicMonitor > Case Studies > CMA Technology Solutions Enhances Proactivity and Reduces MTTR with Root Cause Analysis

CMA Technology Solutions Enhances Proactivity and Reduces MTTR with Root Cause Analysis

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Use Cases
  • Root Cause Analysis & Diagnosis
About The Customer
CMA Technology Solutions is a Managed Service Provider (MSP) headquartered in Louisiana. The company focuses on monitoring and providing end-to-end software and hardware solutions for their clients. Their services include managing and monitoring IT infrastructure, implementing software solutions, and providing hardware support. Recently, they switched their antivirus software to SentinelOne. However, this transition led to overload issues on their virtual machines, causing them to go offline without warning. This situation put their Service Level Agreements (SLAs) with their clients at risk and increased the potential for security vulnerabilities.
The Challenge
CMA Technology Solutions, a Managed Service Provider (MSP) based in Louisiana, specializes in monitoring and providing end-to-end software and hardware solutions for their clients. However, they faced a significant challenge when they switched their antivirus software to SentinelOne. The new software led to overload issues on their virtual machines (VMs), causing them to go offline unexpectedly. This unexpected downtime not only put CMA's Service Level Agreements (SLAs) with their clients at risk but also increased the potential for security vulnerabilities. The situation was critical as it threatened the company's reputation, client relationships, and overall security infrastructure.
The Solution
To address the challenge, CMA's IT team developed custom modules to provide root cause analysis and generate alerts for potential issues involving overloaded VMs. The team designed these modules to predict and alert when a VM could potentially go offline due to overload. In addition, they created dashboards to improve visibility of this event across the entire organization. The solution was implemented using LogicMonitor’s out-of-the-box functionality, which allowed the team to proactively monitor when an issue was about to occur and take action accordingly. This proactive approach not only helped to prevent VMs from going offline but also increased the overall efficiency of the team.
Operational Impact
  • The implementation of the custom modules and dashboards has significantly improved CMA's operational efficiency. The team can now proactively monitor when an issue is about to occur and take action accordingly, reducing the Mean Time To Resolution (MTTR). This proactive approach has not only helped to prevent VMs from going offline but also increased the overall efficiency of the team. As a result, the team now has more time to focus on research and development, rather than spending time searching for the problem. This shift in focus has led to an increase in overall productivity and has also helped to safeguard CMA’s SLAs with their customers, thereby enhancing customer satisfaction and trust.
Quantitative Benefit
  • Reduced Mean Time To Resolution (MTTR)
  • Increased proactivity in identifying and resolving potential issues
  • More time allocated to research and development instead of problem-solving

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