Improving Reliability and Availability of Business-Critical Applications With Enhanced NETSCOUT Visibility
Company Size
1,000+
Region
- America
Country
- United States
Product
- nGeniusONE Service Assurance platform
- InfiniStreamNG hardware appliances
- vSTREAM virtual appliances
Tech Stack
- VMware ESX
- Citrix VDI
- Microsoft Azure
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Employee Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Infrastructure as a Service (IaaS) - Cloud Computing
- Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries
- Healthcare & Hospitals
Applicable Functions
- Business Operation
- Human Resources
Use Cases
- Cybersecurity
- Remote Asset Management
- Remote Collaboration
Services
- Cloud Planning, Design & Implementation Services
- System Integration
About The Customer
This major insurance company provides more than health-related claims assistance to customers across the United States. Backed by the services provided by more than 1,500 employees, the company is committed to individual member’s wellness by offering their subscribers access to customer care and critical care nursing teams, benefits coordinators, and treatment centers. The company’s available benefits services include Medical PPO, Health & Wellness, Dental, and Vision plans designed for government employees and their families.
The Challenge
The insurance company had already deployed the NETSCOUT nGeniusONE Service Assurance platform and InfiniStreamNG and vSTREAM data sources, which helped their IT team to address visibility and application performance issues in their Microsoft Azure cloud environment, improve end-user experience with a public-facing Web portal supporting patient and subscriber transactions, and close other network visibility gaps across the business. However, new priorities emerged that shifted attention across this dynamic IT environment. They faced rolling digital transformation projects and the sudden remote workforce transition. They quickly realized virtual environment visibility gaps were impacting applications relying on VMware ESX and Citrix virtual desktop infrastructure (VDI) technologies for high-quality business service delivery. These issues meant IT could not visualize Web-based applications used for claims edit system, contract modeling, automated claims pricing, and automated bundled payments processing. This Web-based application environment additionally included a HIPAA gateway for automated processing of electronic transactions in compliance with the Health Insurance Portability and Accountability Act, also requiring secure processing of personal health information (PHI).
The Solution
In helping bring added visibility into the company’s virtual environment, as well as addressing application performance and service outage challenges, NETSCOUT worked closely with the Applications & Infrastructure and Network Engineers teams to instrument vSTREAM virtual appliances on VMware ESX blades operating at two company data center locations. With these vSTREAM data sources generating metadata for consumption by nGeniusONE’s performance analytics, NETSCOUT was able to quickly troubleshoot several business service issues, including a Web-based application outage and Citrix VDI visibility and performance. NETSCOUT also established nGeniusONE HL7 Monitor views for monitoring the HIPAA Gateway application, which offers the IT teams a means of effectively transitioning to organizational use of the Health Layer 7 (HL7) standard. This will provide the IT team with evidentiary compliance with HIPAA standards.
Operational Impact
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