亚洲主要金融机构提高网上银行服务的正常运行时间和可用性
公司规模
1,000+
地区
- Asia
产品
- nGeniusONE Service Assurance platform
- InfiniStreamNG appliances
- COTS-based InfiniStreamNG software
技术栈
- Big Data Platform
实施规模
- Enterprise-wide Deployment
影响指标
- Brand Awareness
- Customer Satisfaction
技术
- 分析与建模 - 实时分析
- 应用基础设施与中间件 - 数据交换与集成
适用行业
- 金融与保险
适用功能
- 商业运营
服务
- 数据科学服务
- 系统集成
关于客户
这家商业银行是亚洲最大的金融服务提供商之一。该银行的服务包括商业银行、证券、信托、金融租赁、基金管理、保险和离岸金融服务。该银行在国内拥有 200 多家分支机构，拥有十多万名员工，为超过 10 亿客户提供服务。客户满意度是其长期业务成功的关键。
挑战
这家银行面临的主要挑战是客户不断抱怨交易速度慢或失败。网上银行申请表经常会超时或加载缓慢，影响新客户注册服务。支付处理也延迟并间歇性失败，这直接影响了收入。如果交易没有完成，付款可能会被拒绝，购买可能会失败，所有这些都会导致客户非常不满意，银行的声誉可能会受损，银行的收入也会损失。因此，对于 NetOps 和 AppOps 团队来说，在报告问题时尽快找到任何故障的根本原因至关重要。他们现有的工具都无法帮助主动识别问题发生的时间，因此他们发现问题的唯一方法就是客户投诉，但这并不是理想的做法。
解决方案
为了解决这些影响收入和声誉的问题，NetOps 求助于 NETSCOUT 来提供有关其支付交易的服务性能以及整体网络和应用程序性能的关键见解。部署了 nGeniusONE 服务保证平台，该平台具有自定义仪表板、警报、服务依赖关系图、支付处理监视器、会话分析和流量监视器，可主动通知其在线服务问题，并快速进行根本原因分析和故障隔离。系统中已配置了近一千个应用程序，仪表板已设置为显示 50 多个服务。NETSCOUT 认证设备和 InfiniStreamNG 设备上的基于 COTS 的 InfiniStreamNG 软件都作为数据源部署，以支持 IT 故障排除工作并充当其大数据系统的数据源。数据包从数据中心的不同区域收集，包括外部区域、DMZ、WAN 以及网络的核心层和分布层。然后，这些数据包用于构建应用程序性能的端到端视图，计算基线并生成警报，以便在检测到异常时主动通知 NetOps。这些通知使 IT 能够与业务保持紧密联系，并在客户开始打电话投诉之前（通常是在客户注意到性能变化之前）通知他们。
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