LogicMonitor Case Studies CMA Technology Solutions Enhances Proactivity and Reduces MTTR with Root Cause Analysis

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	CMA Technology Solutions Enhances Proactivity and Reduces MTTR with Root Cause Analysis LogicMonitor

CMA Technology Solutions Enhances Proactivity and Reduces MTTR with Root Cause Analysis

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Use Cases	Root Cause Analysis & Diagnosis
Challenge	CMA Technology Solutions, a Managed Service Provider (MSP) based in Louisiana, specializes in monitoring and providing end-to-end software and hardware solutions for their clients. However, they faced a significant challenge when they switched their antivirus software to SentinelOne. The new software led to overload issues on their virtual machines (VMs), causing them to go offline unexpectedly. This unexpected downtime not only put CMA's Service Level Agreements (SLAs) with their clients at risk but also increased the potential for security vulnerabilities. The situation was critical as it threatened the company's reputation, client relationships, and overall security infrastructure. Read More
About Customer	CMA Technology Solutions is a Managed Service Provider (MSP) headquartered in Louisiana. The company focuses on monitoring and providing end-to-end software and hardware solutions for their clients. Their services include managing and monitoring IT infrastructure, implementing software solutions, and providing hardware support. Recently, they switched their antivirus software to SentinelOne. However, this transition led to overload issues on their virtual machines, causing them to go offline without warning. This situation put their Service Level Agreements (SLAs) with their clients at risk and increased the potential for security vulnerabilities. Read More
Solution	To address the challenge, CMA's IT team developed custom modules to provide root cause analysis and generate alerts for potential issues involving overloaded VMs. The team designed these modules to predict and alert when a VM could potentially go offline due to overload. In addition, they created dashboards to improve visibility of this event across the entire organization. The solution was implemented using LogicMonitor’s out-of-the-box functionality, which allowed the team to proactively monitor when an issue was about to occur and take action accordingly. This proactive approach not only helped to prevent VMs from going offline but also increased the overall efficiency of the team. Read More Log in to view content
Contents

Use Cases

Root Cause Analysis & Diagnosis

Challenge

CMA Technology Solutions, a Managed Service Provider (MSP) based in Louisiana, specializes in monitoring and providing end-to-end software and hardware solutions for their clients. However, they faced a significant challenge when they switched their antivirus software to SentinelOne. The new software led to overload issues on their virtual machines (VMs), causing them to go offline unexpectedly. This unexpected downtime not only put CMA's Service Level Agreements (SLAs) with their clients at risk but also increased the potential for security vulnerabilities. The situation was critical as it threatened the company's reputation, client relationships, and overall security infrastructure.

About Customer

CMA Technology Solutions is a Managed Service Provider (MSP) headquartered in Louisiana. The company focuses on monitoring and providing end-to-end software and hardware solutions for their clients. Their services include managing and monitoring IT infrastructure, implementing software solutions, and providing hardware support. Recently, they switched their antivirus software to SentinelOne. However, this transition led to overload issues on their virtual machines, causing them to go offline without warning. This situation put their Service Level Agreements (SLAs) with their clients at risk and increased the potential for security vulnerabilities.

Solution

To address the challenge, CMA's IT team developed custom modules to provide root cause analysis and generate alerts for potential issues involving overloaded VMs. The team designed these modules to predict and alert when a VM could potentially go offline due to overload. In addition, they created dashboards to improve visibility of this event across the entire organization. The solution was implemented using LogicMonitor’s out-of-the-box functionality, which allowed the team to proactively monitor when an issue was about to occur and take action accordingly. This proactive approach not only helped to prevent VMs from going offline but also increased the overall efficiency of the team.

Impact #1	The implementation of the custom modules and dashboards has significantly improved CMA's operational efficiency. The team can now proactively monitor when an issue is about to occur and take action accordingly, reducing the Mean Time To Resolution (MTTR). This proactive approach has not only helped to prevent VMs from going offline but also increased the overall efficiency of the team. As a result, the team now has more time to focus on research and development, rather than spending time searching for the problem. This shift in focus has led to an increase in overall productivity and has also helped to safeguard CMA’s SLAs with their customers, thereby enhancing customer satisfaction and trust.

Impact #1

The implementation of the custom modules and dashboards has significantly improved CMA's operational efficiency. The team can now proactively monitor when an issue is about to occur and take action accordingly, reducing the Mean Time To Resolution (MTTR). This proactive approach has not only helped to prevent VMs from going offline but also increased the overall efficiency of the team. As a result, the team now has more time to focus on research and development, rather than spending time searching for the problem. This shift in focus has led to an increase in overall productivity and has also helped to safeguard CMA’s SLAs with their customers, thereby enhancing customer satisfaction and trust.

Benefit #1	Reduced Mean Time To Resolution (MTTR)
Benefit #2	Increased proactivity in identifying and resolving potential issues
Benefit #3	More time allocated to research and development instead of problem-solving

Benefit #1

Reduced Mean Time To Resolution (MTTR)

Benefit #2

Increased proactivity in identifying and resolving potential issues

Benefit #3

More time allocated to research and development instead of problem-solving

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Overview

CMA Technology Solutions Enhances Proactivity and Reduces MTTR with Root Cause Analysis

Operational Impact

Quantitative Benefit