Leading Financial Ensures Quality Experience for Users of Virtual Desktop Infrastructure Over VPNs
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- nGeniusONE Service Assurance platform
- InfiniStreamNG appliances
Tech Stack
- Virtual Desktop Infrastructure (VDI)
- Virtual Private Network (VPN)
- Citrix technology
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Customer Satisfaction
Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
Use Cases
- Remote Collaboration
- Remote Control
Services
- System Integration
About The Customer
This U.S.-based bank provides financial, insurance, investment, mortgage, and loan services to more than 70 million worldwide customers. The bank’s employee base is technically savvy, leveraging a suite of business applications that in turn support the digital platforms increasingly preferred by clients for their financial transactions. The bank is a long-time nGeniusONE customer, with information technology (IT) teams across the business using NETSCOUT smart visibility and real-time analytics for proactive monitoring, troubleshooting, and service assurance across the business.
The Challenge
The bank’s IT team had long monitored overall performance of their virtual private network (VPN). The VPN represented a significant element of the IT delivery infrastructure – at times, nearly half of the bank’s employees used the remote network to conduct business from their home offices or mobile devices. Also accessing these same services were several thousand authorized, strategic partners and contractors, placing additional volume on this environment. For the IT team, VPN performance management was not as straightforward as assuring adequate bandwidth coverage was in place. The VPN also supported a virtual desktop infrastructure (VDI) based on Citrix technology that was showing performance strains based on increased users. Remote users reported regularly experiencing frozen virtual desktop screens and timeouts, with associated issues summarized in the trouble tickets forwarded to the Help Desk.
The Solution
The IT team is assuring user experience on the bank’s VDI by again turning to their nGeniusONE platform to provide the granular performance monitoring and effective troubleshooting to return performance to high levels required for remote users performing their jobs remotely. The IT team used nGeniusONE to visualize performance issues in the multi-layer virtual environment to determine the frozen screens and timeouts were in fact related to VDI communicating with a file server operating in another data center that was configured to support too many users. The IT addressed this issue using contextual workflows already familiar to them, with NETSCOUT OSE resources assisting to configure: Real-time nGeniusONE Service Dashboard views dedicated to monitoring VPN and VDI performance, Customizable nGeniusONE Grid workspaces that enabled IT operators to display charts with monitored data and context unique to the bank’s VPN and VDI performance, nGeniusONE Reporting that provided additional granularity and detail.
Operational Impact
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