U.S. State Agency Reduces Network Operations MTTR with NETSCOUT Solution
Company Size
1,000+
Region
- America
Country
- United States
Product
- nGeniusONE platform
- InfiniStreamNG
- InfiniStream 4500 series appliances
- nGeniusONE Standby Server
- OptiView XG Network Analysis Tablet
Tech Stack
- Unified Communications (UC)
- Voice over IP (VoIP)
- Network Operations Center (NOC)
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Networks & Connectivity - Network Management & Analysis Software
Applicable Industries
- Cities & Municipalities
- Education
Applicable Functions
- Logistics & Transportation
- Maintenance
Services
- System Integration
- Testing & Certification
About The Customer
The customer is a dedicated State Information Technology (IT) agency in the United States. The agency manages the network, applications, and Unified Communications (UC) environment for a diverse group of public entities. A staff of more than 500 IT resources delivers support for shared infrastructure, technology, and network-wide services to groups throughout the state; from emergency services, dispatchers, and first-responders, to public education, family services, department of motor vehicles (DMV), and technology entities. The agency’s IT team operates two data centers, a UC Contact Center, and several additional government locations.
The Challenge
The State agency was facing several challenges with its IT infrastructure. The agency had recently deployed a new data center, which had enhanced network connection speeds, additional visibility points, and a new Unified Communications (UC) Center/VoIP deployment. However, the IT teams were facing service outage and Mean Time to Repair (MTTR) resolution issues that were impacting important government services. The agency was generating 450 network-related incident tickets per month, and the overall MTTR rates were higher than desired. Delays in resolving downtime issues in revenue-generating departments were exposing them to thousands of dollars in lost opportunity. Other government service delivery platforms supported by the agency’s IT team were experiencing similar downtime instances, which adversely impacted service delivery to end users and citizens.
The Solution
The agency collaborated with NETSCOUT to enhance its nGenius solution. The solution included an upgrade to the nGeniusONE Service Assurance license, which extended the nGeniusONE for UC solution, with standby nGeniusONE Server configuration support. The agency also deployed InfiniStreamNG 4795 appliances with Adaptive Service Intelligence™ (ASI) Plus, which supports 4-port 10G/1Gb and presents real-time views of end-to-end call trace data and network-wide key performance indicator (KPI) visibility to protect the reliability and availability of networks and services. Additionally, the agency used the OptiView® XG Network Analysis Tablet, which serves as a wireless companion to nGeniusONE in providing WLAN lifecycle management and troubleshooting network infrastructure capabilities. The enhanced NETSCOUT solution was put to work in diagnosing ongoing performance issues in a multi-tier application. The agency’s IT team customized the real-time nGeniusONE Service Dashboard to proactively monitor the multi-tier applications involving a Web front-end, database service, and application service layers.
Operational Impact
Quantitative Benefit
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