Financial Services Leader Improves Business Delivery with NETSCOUT Visibility as a Service Program
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- NETSCOUT Visibility as a Service (VaaS)
- nGeniusONE Service Assurance platform
- InfiniStreamNG appliances
Tech Stack
- Cloud delivery platforms
- Web and mobile applications
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Cost Savings
Technology Category
- Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
- Human Resources
Use Cases
- Predictive Maintenance
- Supply Chain Visibility
Services
- Cloud Planning, Design & Implementation Services
- Data Science Services
About The Customer
The customer is a global financial services company that offers a vast portfolio of consulting services and software solutions supporting both commercial and personal-business customers. 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
The company was facing staffing shortfalls during high-traffic annual tax filing periods, which was a critical time in their financial calendar. The Network Operations (NetOps) team was short of in-demand subject matter experts due to staff promotions, transfers, departures, and vacation schedules. Despite engaging NETSCOUT for regularly scheduled nGeniusONE knowledge transfer sessions, the team was still short-handed. The company’s technology landscape was also getting more complex, involving third-party providers and cloud delivery platforms that occasionally experienced performance anomalies that NetOps needed to triage. The company needed to find an innovative way to maximize the use, and extend the value, of the nGeniusONE platform to monitor and analyze new applications that were regularly added by the company’s business units.
The Solution
The company selected the NETSCOUT Visibility as a Service (VaaS) offering to enhance business service reliability and improve nGeniusONE troubleshooting effectiveness. NETSCOUT’s delivery of remote nGeniusONE proactive monitoring, with a global VaaS team comprised of application and network experts leveraging proven business practices to maximize troubleshooting effectiveness across the business. These fully trained nGeniusONE SMEs were able to immediately show value to the IT business with their abilities to build dashboard views, evaluate service dependency maps, and design logical troubleshooting workflows to quickly ascertain the source of the application processing delays. The VaaS team helps collect, organize, and analyze the company’s application and network performance data in order to provide monthly utilization summary, performance benchmarks, trending, and consultative meetings with recommendations for improvements. If issues arise, the VaaS team provides troubleshooting expertise that reduces the mean-time-to-know (MTTK) and accelerate mean-time-to-repair (MTTR).
Operational Impact
Quantitative Benefit
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