借助 NETSCOUT 重新获得对客户端边缘的 IT 控制
公司规模
1,000+
地区
- America
国家
- United States
产品
- Virtual nGenius®PULSE server
- NETSCOUT® nPoint hardware and virtual sensors
技术栈
- Microsoft Azure Cloud
- Amazon Web Services (AWS)
- Microsoft Office 365
- Microsoft Teams
- Cisco Webex
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 基础设施即服务 (IaaS) - 云计算
- 平台即服务 (PaaS) - 连接平台
用例
- 远程资产管理
- 远程协作
服务
- 云规划/设计/实施服务
- 系统集成
关于客户
该能源公司雇佣了 10,000 多名服务专家，为跨多国服务区域的商业和个人客户提供交付和存储解决方案支持。与能源行业中的许多公司一样，该公司继续因与低碳和生物燃料解决方案以及可再生能源发电厂相关的创新而获得媒体的好评。该公司的技术基础设施可确保向数百万客户提供高质量的公用事业服务，这依赖于多层、多供应商环境，其中包括负责整体基础设施运营监督的内部信息技术 (IT) 专家、代表公司管理广域网 (WAN) 服务和数据中心性能的业务流程外包商 (BPO) 资源、在国际 Microsoft 服务地点运行的 Microsoft Azure Cloud (Azure) 云服务以及 Amazon Web Services (AWS) 云解决方案。
挑战
该能源公司用于确保向数百万客户提供高质量公用事业服务的技术基础设施依赖于多层、多供应商环境。这包括内部 IT 专家、业务流程外包商 (BPO) 资源、Microsoft Azure 云服务和 Amazon Web Services (AWS) 云解决方案。该公司的员工队伍转型增加了 IT 对在远程位置运行的多供应商解决方案的依赖，以确保员工能够访问关键业务服务。但是，IT 团队没有端到端的可视性和实时分析，而这些对于确保 7x24 全天候运营和在出现问题时成功排除故障至关重要。因此，帮助台工单的出现（用于识别用户报告的 Office 365 业务电子邮件访问和 MS Teams 协作支持服务问题）成为了问题。BPO 不愿提供由他们代表公司管理的数据中心环境的网络流量生成的数据包捕获 (PCAP)，这进一步加剧了这些挑战。
解决方案
IT 监督团队通过部署带有 nPoint 传感器的 NETSCOUT nGeniusPULSE 基础设施监控解决方案获得了所需的客户端边缘可见性。他们在对几种方法进行严格审查后做出了这一选择，NETSCOUT 解决方案的差异化之处在于 nGeniusPULSE 和 nPoints，它们提供了广泛的灵活性，可以配置与业务相关和与网络健康相关的持续综合测试，以评估其远程办公环境中的最终用户体验。IT 团队采用“要事第一”的方法，立即利用 nPoint 综合测试对基于云的 MS Office 365 和 Teams 性能进行测试，以生成用户体验质量评估。IT 的评估显示，远程用户在帮助台工单中提出的问题实际上与 Office 365 和 Teams 性能下降有关，而这些性能下降被怀疑与根本原因有关。这一证据还表明，这些服务未按照 Microsoft SLA 提供，这为 IT 提供了量化供应商改进需求所需的实际评估。
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