NETSCOUT Case Studies U.S. State Agency Reduces Network Operations MTTR with NETSCOUT Solution

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	U.S. State Agency Reduces Network Operations MTTR with NETSCOUT Solution NETSCOUT

U.S. State Agency Reduces Network Operations MTTR with NETSCOUT Solution

NETSCOUT

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
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

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

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.

About 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.

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.

Impact #1	The NETSCOUT solution reduces outages that were costing one program thousands of dollars per minute in lost revenue opportunity.
Impact #2	Improves application service delivery to all agency users and reduces downtime impacting delivery of critical services.
Impact #3	Increased uptime safeguards future program budgets and reduces adverse agency perceptions.

Impact #1

The NETSCOUT solution reduces outages that were costing one program thousands of dollars per minute in lost revenue opportunity.

Impact #2

Improves application service delivery to all agency users and reduces downtime impacting delivery of critical services.

Impact #3

Increased uptime safeguards future program budgets and reduces adverse agency perceptions.

Benefit #1	Reduced overall Mean Time to Repair (MTTR) rates across the Network Operations Center (NOC) and voice teams.
Benefit #2	Reduced the number of network-related incident tickets from 450 per month.

Benefit #1

Reduced overall Mean Time to Repair (MTTR) rates across the Network Operations Center (NOC) and voice teams.

Benefit #2

Reduced the number of network-related incident tickets from 450 per month.

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Overview

U.S. State Agency Reduces Network Operations MTTR with NETSCOUT Solution

Operational Impact

Quantitative Benefit