SevOne

An IT service provider’s network environment was continuing to grow in size and complexity as it added customers to its portfolio. For example, one of the ISP’s customers is the federal government’s largest insurance provider, covering more than 25 million beneficiaries and 10 million providers (doctors, hospitals providers of durable medical goods, etc.), and conducting over 1.2 billion transactions a year. The ISP administers the IT infrastructure for the agency and other customers to provide mission-critical services to end-users.However, the ISP was dealing with increasing network monitoring challenges after five years of using a legacy network monitoring system from another vendor and an army of technicians to support it.The legacy system lacked the automation, scalability, and flexibility the ISP’s clients required. For instance, the ISP team had to manually group resources such as servers, routers, switches, load balancers, and firewalls to create network maps. It took so long that the maps were usually outdated by the time they were completed.Without end-to-end, real-time network visibility, the ISP couldn’t provide its clients with an easy way to assess the overall health of its network or check the performance of a particular segment. When performance issues came up, the ISP team often had problems identifying, diagnosing, and fixing them. Long response times impacted service levels, and in turn, customer satisfaction. The lack of visibility also made it difficult to make infrastructure changes, such as migrating to new data centers or rolling out new services.The IT services provider focused on several big problems it needed to fix, among them:Outdated network monitoring: Its legacy network monitoring system, initially deployed in 2002, could not deliver the dynamic monitoring and management capabilities the client now required.Lengthening MTTR times: Without granular, real-time network visibility, the network operations team was troubleshooting problems by manually piecing together items such as log files. Fixes that should have taken minutes were taking hours.Costly SLA violations: The ISP incurred significant financial penalties any time it missed a service level commitment for the government agency customer, and they were beginning to add up.Staff morale problems: The legacy system was causing frustration among the ISP’s network ops team. Being thrown repeatedly into high-pressure situations and trying to fix problems while essentially half blindfolded was taking its toll.After evaluating several other systems, this IT services provider selected SevOne as its network and infrastructure management platform.