Suppliers > United States > NETSCOUT

NETSCOUT

Overview

HQ Location United States	Year Founded 1984	Company Type Private	Revenue $100m-1b
Employees 1,001 - 10,000	Website Open website	Twitter Handle @NETSCOUT

Company Description

NETSCOUT provides application and network performance management products and solutions for Digital Transformation. NETSCOUT also delivers multi-purpose, real-time visibility, troubleshooting, and protection wherever your technology infrastructure and business applications reside.

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Case Studies.

Healthcare Provider Assures Quality Performance of Epic Patient Records Applications With the Addition of nGeniusONE Visibility and nVaaS Operational Expertise from NETSCOUT

The healthcare provider was undergoing major data center transformations, including upgrades to 40GB core links and VMware virtualized servers. During a recent cut-over back to the primary data center, the organization experienced several performance issues with critical application services, including their EHR application, Epic. Hospital staff had lengthy wait times pulling up patient records they needed, log-ins were delayed, and record uploads were slow. All of this impacted the swift, safe, accurate treatment of the patients, and it even required the IT team to return service access to the back-up data center until they could pinpoint the source of the issues in the primary data center.

PETRONAS Dagangan Berhad Reduces Problem Resolution to Mere Minutes

PETRONAS Dagangan Berhad, a subsidiary of Petroliam Nasional Berhad (PETRONAS), is a leading oil and gas multinational in Malaysia. The company operates over 1,000 petrol stations and 725 convenience stores, offering a range of services from fuel to dining and banking. To maintain its market leadership, PETRONAS recognized the need for a proactive solution to detect and troubleshoot issues with its point-of-sale (POS), Customer Relationship Management (CRM), and logistics applications before they impacted customers. Prior to implementing a proactive monitoring solution, PETRONAS was unable to detect and correct IT service degradations, which could negatively impact customer experience. With over 1,000 remote locations and multiple applications interfacing with central data centers over the telco network, pinpointing disruptions became a significant challenge. PETRONAS needed a solution that could provide visibility across the entire environment to reduce mean-time-to-resolution (MTTR) when problems were detected.

Financial Services Company Assures Services to Customers & Employees During Data Center Transformation

The organization had gone through a period of substantial growth due to additional customers and increased exchange volume, combined with several mergers and acquisitions. As a result, in order to continue to deliver technology and services at the high level they were known for, the IT organization was in the process of a strategic data center transformation. Central to this transformation was a new data center based on Cisco Application Centric Infrastructure (ACI), along with targeted migration to public cloud, initially to Amazon Web Services (AWS). Visibility and security of the new data center, the several other data centers around the world for regional access throughout North America, Europe, and Asia, as well as their customer facing network were of paramount importance. As a result of aggressive expansion and acquisitions, the IT team had inherited a very diverse range of technologies and vendors, sometimes providing similar services, although delivering inconsistent experiences for the end users. The problem only snowballed as the organization relied on more parties for pieces of their infrastructure. The boundaries of responsibility between the growing number of infrastructure technology and vendors were becoming blurred, and the time to troubleshoot issues was increasing.

Medical School Improves Student Digital Experience With Visibility

Throughout the COVID pandemic, use of university applications and networking services shifted a number of times in several ways, ranging from users being fully on campus, to some on campus and some off-site, to most accessing resources remotely. This created a variety of challenges for meeting the high-quality standards for responsiveness, availability, and reliability in performance of their services. Users required quality digital experience with their LMS application to turn in assignments and report grades; Microsoft Office 365 for email, collaboration, and content applications; and for voice and collaboration services, like MS Teams, Zoom, Google Meet, and others. The IT team identified a gap in application-level visibility into these services that made it difficult to assure quality of experience and troubleshoot issues when they occurred. Additionally, they wanted to be able to work cooperatively, in an informed manner, with some of their third-party technology vendors delivering WAN and Internet access, cloud services, software as a service (SaaS) applications, voice, and unified communications as a service (UCaaS) applications.

Major Financial Services Company Reduces Market Feed Latency, Improves Financial Application Performance

The company’s portfolio includes mutual funds, exchange-traded funds, and brokerage services. As a result, customers and employees rely on critical financial and web-based applications and business services for important functions, such as making investment decisions and monitoring performance of stock trading and market data feeds to help them manage trillions of dollars in investments. The company began experiencing limitations with the performance they were receiving from the legacy information technology (IT) operating in their data center. A particularly troublesome issue was application owners were struggling to maintain visibility into the performance of financial business services. The IT application owners knew the importance of finding and resolving any latencies as quickly as possible. Slow market data feeds have a potentially massive fiscal impact in the financial services marketplace.

NETSCOUT Assists Eastern European Institution in Protecting Client Financial Accounts from DDoS Disruptions and Theft

One of the largest financial institutions in Eastern Europe was undergoing a rebranding effort and restarting relationships with millions of clients worldwide. During this project, they experienced a massive DDoS attack that crippled over 90% of their customer-facing IT capabilities. This attack depleted network resources and limited the high availability of business-critical, customer-facing services for several days. The organization put out an RFI to educate themselves about the variety of DDoS protection products, strategies, and solutions that were being practiced within their industry. Of the multiple applications, only three vendors were asked to enter the proof-of-concept testing phase.

SK Telecom Protects Mobile Network from DDoS Attacks and Mobile App Anomalies with Arbor Networks SP Technology

SK Telecom, a leading wireless communications operator in Korea, has been facing challenges due to the rise in mobile data and signaling traffic, driven by the increasing usage of 3G and 4G devices such as smartphones and tablets. The company has also been dealing with the threat of distributed denial of service (DDoS) attacks and mobile application anomalies. Over the last three years, the number of attacks against their mobile network has increased five-fold. These attacks put additional traffic on an already stressed mobile network infrastructure, making it vital for these attacks to be detected and stopped as soon as possible. Additionally, poorly written mobile applications can cause major problems when popular mobile apps used by millions of subscribers encounter problems, acting like a DDoS attack on the mobile network.

Dell Leverages nGenius Solution to Gain Enhanced Network Visibility

Dell, a multinational information technology company, was facing challenges in monitoring its global network. The company was using network analysis appliances and freeware software utilities, which only provided rudimentary network information. The lack of detailed information made troubleshooting complex and time-consuming. For instance, if users reported slow application performance, the IT team had to determine whether the problem was a software issue, a hardware issue, or a network issue before they could even begin to troubleshoot. This could take up to a week, causing project delays or product shipment delays. Additionally, the IT group needed a better way to conduct network capacity planning. Without knowing who was using the network and how they were using it, both over-preparing and under-preparing could be costly to the business.

Leading U.S.-based Healthcare Provider Ensures Successful UC Upgrade with NETSCOUT Monitoring Strategy

The healthcare provider was engaged in a major multi-year, multi-million dollar unified communications (UC) project. The IT team recognized that if the upgraded UC clusters were not fully tested under load, the system could be vulnerable to a range of failures, such as call drops and lack of dial-tone. Without real-time visibility and analysis in the production network, patient-impacting problems could persist far longer than would be acceptable. IT needed to verify and stress test the system in pre-production before go-live, to attain service assurance. A further goal was to put a solution in place that would allow IT to protect the performance of the new VoIP services post-deployment in the actual production environment. This solution would have to enable IT to proactively get ahead of issues before they impacted patients. At the same time, IT wanted to reduce number of vendors they manage, thereby reducing time lost to vendor finger pointing in its complex UC&C environments.

Canadian Public Healthcare Agency Supports Critical Patient-care Services through Actionable Intelligence

The Canadian public healthcare agency was facing a challenge of ensuring 'always on' access to networks and applications for health organizations and providers. The IT team was under tremendous pressure to ensure its new electronic health record system and data centers offered flawless network connectivity with hundreds of patient care providers. The challenge IT faced was a lack of comprehensive visibility across its geographically dispersed, mission-critical data centers and both physical and virtual infrastructures. Network Operations had very limited tools for monitoring network and application performance. IT triage and troubleshooting would take hours, if not days to complete. This meant IT was spending upwards of 50 percent of its time on service issues, and in some cases the problems went unresolved far longer than acceptable. Due to the vast amounts of healthcare data and the complex, multitiered applications that were in use, it proved extremely arduous to pinpoint the root cause of application slowness – potentially impacting patient care.

Regional Healthcare Organization Accelerates New Data Center with Visibility

The healthcare organization was facing a delay in transitioning to a Cisco ACI environment due to a lack of visibility to completely identify all the applications and their dependencies that needed to be moved. The problem was further compounded by the complexity and inefficiencies created by multiple existing tools that were incomplete and disconnected, making it difficult for the teams to have common measurements, processes and reporting. The teams decided they needed to re-examine their network monitoring system and upgrade to the latest technologies to handle their requirements now and be positioned for future enhancements. They planned to implement high-quality network and application monitoring from their remote hospitals that have small VMware clusters, and deploy a new VoIP system. This brought up another challenge; ensuring that any solution they were going to implement met the needs of all the IT teams, i.e. Citrix, Voice, database, server, help-desk etc.

Government Agency Battles Cyberthreats With Omnis Cyber Intelligence

The large-scale government agency was battling persistent cyberattacks and had gaps in visibility. The Security Operations (SecOps) response was slowed by log-intensive cyberattack response processes. The Chief Information Security Officer (CISO) was tasked with enhancing the agency’s cybersecurity profile to address their expanding threat landscape without adding to vendor tool sprawl.

Capitalizing on the Digital Transformation Promise

The financial services sector is undergoing a significant digital transformation, driven by advanced computing and analytics, omni-channel service delivery, government mandates, and blockchaining. The industry is grappling with how to best utilize the Internet of Things (IoT), which could potentially impact ATM and mobile banking. The financial industry is also facing the challenge of meeting the fast-paced customer expectations set by digital service processes like Netflix and iTunes. Customers now expect all services to be delivered quickly and flawlessly, and financial institutions must integrate web, mobile, phone, and in-person services like never before. Additionally, the industry is facing challenges related to governance, risk, and compliance (GRC). By 2017, it is predicted that the typical IT organization will spend up to 30% of its budget on GRC and security.

Agilent Reduces Business Risk of Digital Service Delivery by More than 50%

Agilent Technologies is transitioning to a digital business model that heavily relies on cloud technology. The company plans to digitize life sciences through various initiatives, including building Internet of Things (IoT) connected lab tools and offering SaaS-based laboratory management software. This shift to the cloud has led to a significant increase in network traffic across the company's 120 locations. To manage this, Agilent implemented a software-defined wide area network to increase bandwidth and availability for critical services. However, the company needed to assure service quality and performance across its global network and retain corporate control over public and private clouds.

nGeniusONE: Pinpoints Source of Voice Quality Issues in Call Center, Ensuring Better Customer Experience

The bank was engaged in a high-profile, multi-faceted, and costly unified communication (UC) upgrade project across their call centers and data centers, moving to Session Initiation Protocol (SIP) trunking from a traditional time-division multiplexing (TDM) model. This initiative was projected to save the company $1 million per month. However, this multi-vendor voice environment required 24-hour uptime, which was being compromised by quality of service (QoS) issues. Queues began filling up as calls flooded into the call centers, resulting in long delays, which in turn negatively impacted the customer service experience. IT was faced with the significant challenge of finding the source of the problem among different session border controller (SBC), media Intranet and voice over Internet protocol (VoIP) technology vendors. Lacking vendor-independent visibility into this complex environment resulted in massive finger pointing and long delays in resolving issues.

nGeniusOne: Improves Customer Experience By Identifying Root Cause of Failed Credit Card Transactions

The financial services organization faced a significant challenge when merchants began reporting intermittent issues with cards being declined at point-of-sale (POS) terminals. This was causing a poor end-user experience, lost revenue, and customer satisfaction issues. The IT staff had no visibility into the company’s network, making it difficult to pinpoint the root cause of the transaction failures. The declined transactions could have been an indication of an actual transaction failure or just an authorization failure. Without deeper insights, resolving the problem proved a significant challenge.

Brokerage Business Answers the Call for Quality Voice Trading with NETSCOUT

The company’s Chief Information Officer (CIO) is promoting digital transformation initiatives to improve performance of the technologies used to efficiently deliver financial transactions for customers. These projects include undertaking lift-and-shift application workload migrations to software-defined networking (SDN) and hybrid cloud platforms. One IT team is overseeing implementation of several next-wave digital transformation projects, including updating the trading platform used by brokers in their client service centers to an intelligent, voice-based turret solution that includes Session Initiation Protocol (SIP) trunking and IT connectivity technology. While the company was widely using NETSCOUT for monitoring and Help Desk ticket troubleshooting across the business, the IT team responsible for the new trading platform did not use nGeniusONE. They instead relied on another vendor’s analytics and data sources, which had IT-perceived limitations regarding Unified Communications & Collaborations (UC&C) analytics and platform security.

DoD Agency Enhances Visibility Into Operations and User Experience With NETSCOUT

The agency's IT visibility requirements had evolved due to emerging remote service delivery challenges. The currently installed solution was not delivering network visibility as promised, nor visualizing user experience across agency operations. The agency needed a solution that could provide continuous monitoring of end-user experience, real-time awareness of impairments detrimental to strategic, worldwide communications, intuitive and compressed IT workflows for rapid triage, and support for historical analysis and investigations based on full-packet captures. The agency also preferred a packet-based, vendor-agnostic solution that could be integrated with other installed technologies, while also improving the use and value offered by those tools.

Pharmaceutical Organization Endures Business Losses Due to Lack of DDoS Protection

The organization did not have any DDoS protection going into this year and did not believe they had been attacked that frequently. They were hearing about an increase in DDoS attacks targeting peers within their industry. They were also aware that overall DDoS attacks increased 15% this past year and that the volume and size of DDoS attacks increased during the last six months of 2020. However, they didn’t feel they needed DDoS protection as a pharmaceutical company because they weren’t transacting business on a commercial web site, and they had yet to experience any DDoS extortion attempts against them.

Leading Financial Maximizes NETSCOUT Service Edge Monitoring Across Multi-National Operations

The company faced service edge visibility gaps due to business expansion and remote workforce transitions. These service edges included client edges, network edges, and data center service edges. The client edges were expanded virtual private network (VPN) and Citrix Virtual Desktop Infrastructure (VDI) deployments supporting thousands of financial services professionals who had moved from corporate facilities to work-from-home (WFH) environments. The network edges had expanded to include a corporate network added through an acquisition that needed to be merged with the company’s infrastructure. The data center service edges included an expanding mix of Equinix Co-located (Co-lo) facilities and an evolving on-premises operation. The IT team was also tasked with gaining better visibility into the company’s market data feeds environment and supporting a Security Operations need to leverage network packet capture to enhance their forensic analysis activities.

Bank Safeguards Critical CustomerFacing Banking Applications and Services

The bank was facing the challenge of maintaining service continuity for its online banking applications, teller applications, and other key services. Any disruption to these services could potentially erode customer confidence and loyalty. The bank's IT team needed visibility into the bank’s complex Shared Data Access Network (SDAN) infrastructure to triage and remediate issues. The high volume of traffic in the system often led to stored research data being overwritten before Tier 3 staff could evaluate it, risking possible violation of customer service level agreements (SLAs). Furthermore, the bank was planning for future high-speed connections and data centers, which meant any solution implemented had to support their existing 10GbE infrastructure, yet still be able to handle the 40GbE capacity and the critical services supported in the future.

U.S.-based Global Manufacturer Seamlessly Migrates to NextGeneration SDN Data Centers with NETSCOUT

The U.S.-based global manufacturer was facing high operating expenses due to outdated data centers, costing millions per month. The company needed to consolidate its data centers, implement a software-defined networking solution (SDN), automate services, deploy applications faster, and introduce a cloud strategy to reduce operating expenses (OPEX). One of the biggest challenges was transitioning from four legacy to two new data centers within an extremely tight timeline. Any delays would negatively affect the ability to realize projected cost savings. In addition, the consolidated data center footprint would require an expedited ability to triage any problems. This could result in production services delays and the loss of millions of dollars.

Migrating Services to Hybrid Cloud with Confidence

The company’s health and safety management system is critical for not only protecting employees and the environment, but also for maintaining regulatory compliance. This system monitors air, water, and waste management, as well as loss prevention, document management and integration. Much of this relies on “always-on” digital services. This puts IT under significant pressure to be more proactive in ensuring quality and availability of critical services to avoid stiff regulatory fines/penalties which can range into the billions of dollars, and reputational damage with the public. To streamline IT services, the company decided to migrate vital systems to a hybrid cloud environment. It was critical that performance after the move be equal to or better than the existing on premise applications and that they have the ability to address issues quickly. IT needed a way to maintain visibility and assure services before, during and after migration to this new hybrid cloud environment. To achieve this, they needed end-to-end troubleshooting capabilities across the hybrid cloud in order to prove exactly where problems originated, ending time-wasting finger-pointing, and enabling collaboration with third-party vendors to resolve issues quickly.

Financial Services Giant Fidelity Investments Uses NETSCOUT Solutions to Optimize the Performance of Its Global Network and IT Services

Fidelity Investments, a multinational financial services giant, faced significant challenges in managing its IT infrastructure. With operations spanning the globe and over 20,000 clients and institutions to service, the company's IT infrastructure had to be robust and provide seamless backend support. The company's online discount brokerage business operation alone has over 140 locations scattered throughout the US, and its website tallies over 21 million unique visitors per month. Moreover, this business-critical information must be accessible 24/7 to not only investors but to other critical internal and external stakeholders as well. Furthermore, information within accounts must be current with up-to-the-minute pricing and financial data. Reliable and integrated communications are also mandatory within the organization and are actually required by the Sarbanes-Oxley (SOX) regulation. Beyond the practical requirements of always-on, trouble-free, customer-facing applications, the company’s brand and reputation could be at risk with a publicly-known outage of service. Indeed, in the highly competitive world of financial services, customer service – and services – is paramount. Any semblance of degraded service to its customers will diminish the brand Fidelity has worked so diligently to cultivate.

Improve Net Promoter Score

A large wireless service provider was faced with decreased Net Promoter Score (NPS) due to frequent network issues. This was affecting customer loyalty and internal sales incentives. The challenge was to isolate the chronic network issues and increase the NPS.

Insurance Leader’s Business Growth and Network Expansion

The insurance company was facing challenges due to its robust business growth. The Network Management team was soon to be responsible for delivering high-quality network services supporting critical insurance and financial transactions across more than 400 company sites, including local Contact Centers and cross-continent agency locations. The company planned to take advantage of Software Defined Networking (SDN) operating efficiencies by introducing VMware virtualized servers. However, they were experiencing voice slowdowns in the company’s enterprise environment which was impacting the company’s ability to support real-time telephone business with customers. These slowdowns were frustrating and, at times, even professionally embarrassing to the agents responsible for first-level communications with customers. With the acquisition, IT would also be responsible for monitoring Cisco SIP trunking environments at hundreds of local contact center and needed visibility into those locations.

Manufacturer Successfully Migrates to Edge Cloud Architecture with NETSCOUT

The manufacturer had more than a dozen development centers with varying levels of on-premise data center equipment. The company had deployed a common architecture at the time – hosting most of their core services, like e-mail, unified communications (UC), file sharing, authentication (i.e., Microsoft Active Directory), and customer resource management (CRM) – in the primary data center, with expensive Multi-Protocol Label Switching (MPLS) links supporting remote site access. However, this approach had an expensive total cost of ownership, required high touches to maintain, and needed IT professionals to help troubleshoot. The manufacturer needed greater agility in service changes than this deployment allowed them, and they knew IT transformations offered beneficial approaches with significant advantages. Over time, many of their core services had transitioned to cloud and virtual, including Microsoft Office 365 Software-as-a-Service (SaaS), Cisco WebEx collaboration services, SalesForce.com CRM, and ServiceNow service and support software. These new service rollouts were accessed via Internet links at the company’s remote offices.

Government Agency Protects Voice and Video Service Quality, Modernizes Data Center

The U.S. Government agency was facing several challenges. They were looking to upgrade their network bandwidth to support faster 10G and 40G network speeds, which they anticipated would help avoid the adverse performance they occasionally experienced with some of their critical applications. They were also planning to roll out a next-generation Network Operations Center (NOC) to better support the upgraded network, as well as the applications, services, and UC solutions running across that network. Additionally, they wanted to improve Data Center redundancy and disaster recovery prevention by enhancing network visibility at a secondary Data Center that had historically functioned as a “warm” standby site. The agency’s Security Operations (SecOps) team was also engaged in strategic efforts designed to enhance organizational safeguards. They were interested in enhancing their Intrusion Detection System (IDS) and Vulnerability Scanning solutions by gaining access to high-value network packet traffic that would improve the efficiency of security forensics activities.

ZTV – Meeting the Challenge of Competitive Increases in Network Speed and Capacity

ZTV, a cable television, Internet, and landline telephone service provider in Japan, was facing challenges in maintaining network stability due to increasing DDoS attacks. The company's existing flow collector was unable to accurately detect traffic volume due to the server being overloaded by a large number of small packets. This lack of network stability was jeopardizing customer satisfaction. As the network quality requirements were becoming higher every year, there was a rapid increase in the need for visualization of DDoS attacks, in addition to traffic monitoring and analysis.

Military Branch Optimizes Availability and Security of Application Services

The branch of the United States Military was engaged in a major, multi-year data center and digital transformation initiative that touched many aspects of their infrastructure design. With multiple major data centers, 100 remote facilities, migration of key services to Amazon AWS GovCloud, as well as thousands of remote users, providing consistent high-quality availability to critical application services was no small task. Broad, comprehensive, end-to-end application visibility was needed to identify and troubleshoot disruptions, track performance before, during, and after migrations to new data center technologies and /or to the cloud, map service dependencies, and trend end-user experience from all their global locations to the data centers and cloud services to ensure uniformity in security and quality service delivery.

No More SDN Blind Spots: Assuring Cisco ACI Rollout Success With NETSCOUT

The company was undergoing a transition to a Software-Defined Network (SDN) using a phased approach based on the recommended practices defined by their technology provider for this project, Cisco. The project involved the design of a next-generation leaf-and-spine architecture supporting 100GB network speeds, use of Cisco Equal-Cost Multi-path Routing (ECMP), and new VMware ESX virtual servers. The IT team knew they needed a technology-neutral partner to assist their efforts in closing any blind spots that surfaced in the transformed SDN environment, including both east-west and north-south traffic paths, providing 'over-time' trend analysis and reporting into business service performance before, during, and after the move to SDN, and ensuring business communications continuity and coordination across a multi-phase SDN implementation.

Leading Financial Maximizes NETSCOUT Service Edge Monitoring Across Multi-National Operations

The company faced service edge visibility gaps due to business expansion and remote workforce transitions. These service edges included client edges, network edges, and data center service edges. The client edges were expanded virtual private network (VPN) and Citrix Virtual Desktop Infrastructure (VDI) deployments supporting thousands of financial services professionals who had moved from corporate facilities to work-from-home (WFH) environments. The network edges had expanded to include a corporate network added through an acquisition that needed to be merged with the company’s infrastructure. The data center service edges included an expanding mix of Equinix Co-located (Co-lo) facilities and an evolving on-premises operation. The IT team was also tasked with gaining better visibility into the company’s market data feeds environment.

Hospital Achieves Enhanced Security Posture and Reduced OPEX with NETSCOUT and Splunk Integration

The regional healthcare organization was struggling with an overload of alerts from various security tools, making coordination difficult and error-prone. The Mean-Time-to-Resolution (MTTR) was significantly higher than desired, sometimes reaching multiple weeks. The security operation center (SOC) analysts were constantly switching between security tools, spending too much time bouncing back and forth rather than quickly finding Indicators of Compromise (IoCs) to stop attacks. Coordination between the various security tools was poor and sometimes nonexistent. All these tools had excellent GUIs, but they were designed only to provide functional value within their own cybersecurity feature set and did not share data with context. What was needed was a way to quickly correlate data across multiple tools.

Network Monitoring Challenges and Solutions for the Health Care Industry

The health care industry is heavily reliant on information technology (IT) for its daily operations. Services critical to patient care, such as electronic medical record (EMR) applications, telemedicine, mobile health, and BYOD initiatives, are putting unprecedented strain on networks, servers, and databases. This creates significant challenges for health care providers. In addition, the health care industry is heavily regulated, with acts such as the HIPPA Act and the HITECH Act requiring strict privacy and IT security regulations. This has shifted a significant amount of responsibility onto the IT departments of health care organizations. Specific challenges faced by IT professionals in the health care industry can be segmented into three main areas: insights into the network or visibility, operational efficiencies, and user experience.

CN Keeps Trains and Network Operating Efficiently Using NETSCOUT Solutions

CN, one of the largest railroads in North America, was facing application performance problems and response time delays in its IT network. The network supports over 22,000 employees who rely on it for various operations such as tracking shipments in real time, processing customer service transactions, fulfilling order requests, and ensuring the efficient and safe operation of the company’s extensive, automated rail system. The company uses a variety of NETSCOUT Intelligent Data Sources in combination with several nGenius analysis modules to monitor their wide area network (WAN) links and 1,800-1,900 Cisco switches and routers. However, they were unable to pinpoint the root cause of the performance issues they were experiencing.

Saudi German Hospital-Dubai Remains the Most Advanced Hospital Network in the Middle East with the OptiView XG

Saudi German Hospital-Dubai is considered the most state-of-the-art hospital in the Middle East. It operates an advanced IT network and hundreds of applications that enable an all-digital patient health record management system. The network features 3,500 nodes with virtualized server and end-user client architectures. This advanced network and all-digital environment benefits doctors and patients, but also increases the expectations of the hospital’s IT team. There is no room for error. Doctors must have immediate access to critical records and applications to make the right patient diagnosis and treatment decisions. With life-and-death consequences at stake, the network and applications must perform 24/7 with no downtime and absolutely no exceptions. With each disparate system operating in a silo and requiring different monitoring and management tools, the entire system was unnecessarily complex and time-consuming to administer.

Assuring Quality Performance of the Advanced Metering Infrastructure (AMI)

The company was preparing to roll out a new Advanced Metering Infrastructure (AMI) to provide more detailed billing for their customers as well as detect degradations and outages, allowing faster response without customers reporting incidents. In addition, the AMI implementation would improve customer service by giving customers access to their usage information online. Armed with own analytics, customers could better understand and control their energy usage for things like heat, air conditioning, appliances and general consumption. In addition, the AMI implementation was key to maintaining the company’s good reputation as outages over a certain magnitude must be reported by federal compliance standards. IT needed to validate their ability to manage the AMI proactively in pre-production to ensure they would not risk internal or customer-facing problems. It was critical to validate the ability to proactively understand if there were problems with data from the smart meters in the AMI not coming through the gateways in the data centers prior to production deployment.

Healthcare Provider Solves Imaging Application Slowdown Issues in their Virtual Server Environment with NETSCOUT

The healthcare organization was experiencing radiology application slowdown issues that were impacting patients. Doctors and nurses were suffering significant wait times of up to 20 minutes delay in pulling up cardiology images. These cardiology images were critical to have available during patients’ exams for evaluation and diagnosis. Given the nature of the cardiology practice, minutes can mean the difference between life and death. The radiology information system (RIS), that leverages the DICOM protocol (Digital Imaging and Communications in Medicine) to communicate, was responsible for the file transfers, how the documents are stored, and how the doctors are able to access the right radiology image for the patient in question. In trying to triage the problem over a few weeks, several war room calls were conducted that included a number of the healthcare organization’s IT staff as well as third-party vendors, including the application provider. At times, there were upward of 20 people on the daily call trying to pinpoint the source of the problem. A great deal of time was lost as each vendor tried to prove it wasn’t their part of the environment which was creating the slowdown.

Global Home Fashion Retailer Gains Visibility Into Mission Critical Buyer Applications and Distribution Services

The global retailer was facing challenges with network uptime and ensuring availability of mission critical applications and services. Network congestion issues and lack of bandwidth were interfering with application performance. Whenever a buying office or distribution center was down for more than an hour, millions of dollars were lost. The IT team was tasked with monitoring network uptime and ensuring availability of mission critical applications and services. However, they were essentially flying blind and had to try scattershot approaches to resolving the issues. This necessitated the formation of a war room where finger pointing created delays in resolving the issues along with further consternation.

Healthcare BPO Data Center Improves Service Delivery with NETSCOUT Smart Visibility

The company’s focus on maintaining a leading marketplace position means information technology (IT) leadership is laser-focused on continually evaluating internal and external business delivery capabilities and expenses, while exploring innovative options to reduce technology complexity. As part of that effort, two years ago, the BPO had established a new U.S. data center and commenced migrating existing customer services and establishing new client delivery platforms at this facility. At the same, the IT resources tasked with managing customer-facing virtual and network services delivery to customers were reporting visibility limitations associated with the installed aggregation switch and network taps. Specifically, IT teams were having issues assuring virtual and network technology performance due to their inability to see any packet traffic flowing from the aggregation switches from network taps, which were also supplied by a legacy vendor. For an IT organization focused on continually reducing complexity, the aggregation switch technology and network taps performance issues had become problematic.

nGeniusONE Enables IT to Ensure Signaling and Voice Quality of Microsoft Lync Service

The insurance company was undergoing a company-wide migration to Microsoft Lync® IT and as it was rolling out, call quality issues began to appear. The IT staff was caught up in a classic multi-vendor finger pointing exercise as they failed to isolate the source of the issues to either Microsoft Lync servers, the Audio Codes gateway or yet another vendor’s gateway. The company faced further time lost and delays in problem resolution while the customers and service reps continued to suffer through poor call experiences.

Improved Contact Center Experience for Patients – Just What the Doctor Ordered!

The healthcare provider was facing challenges in ensuring high-quality subscriber exchanges with their Contact Center in support of insurance issues. They were experiencing ongoing IT challenges in differentiating application, network, UC, and service interdependency performance issues. The expansion of their remote facilities environment required visibility and monitoring. The healthcare provider’s business growth presented other challenges to the IT team. Their real estate footprint had grown to a total of 75 agent locations and 125 remote sites, which all now required visibility and performance monitoring. The IT team had found other tools and approaches woefully ineffective, and they had grown increasingly frustrated regarding this lack of visibility.

Reduction in Tco While Achieving 100% Visibility

The energy company was implementing smart meters across its customer base and placed a significant emphasis on performance, particularly in preventing outages and service degradations to customers. However, the Advanced Metering Infrastructure (AMI) service, i.e. the smart meters, relied heavily on network communications, making the company’s back-end infrastructure and applications subject to performance issues. The IT team needed critical visibility into the company’s virtual servers, Enterprise Service Bus (ESB), and collection engines across distributed data centers, all without having to move between different tools. After the AMI project was implemented, IT faced pressure to improve their troubleshooting abilities for several other business application services including Microsoft Office 365, the Outage Management System (OMS) and Crew Management System. The company needed to ensure quality VoIP services - especially from remote sites and the customer facing contact centers.

Pharma Improves End-User Experience with NETSCOUT Smart Visibility

The pharmaceutical company was facing network visibility blind spots that were compromising cross-business IT success. They had issues with Unified Communications and Cisco UCS performance transparency. The company had made the strategic decision to deploy open compute technology that offered their organization increased deployment flexibility, as well as associated reductions in both capital expenditures (CAPEX) and operating expenses (OPEX). Management has also established an organizational goal deploying one common performance analytics platform for use across its many information technology (IT) teams. The time came to update their service assurance and packet broker hardware. In response, the company’s satisfied its open compute platform technology goals by earlier selecting the NETSCOUT® “smart data, smarter analytics” approach, which factors a software-based appliance versus traditional hardware solution.

High-Tech Leader Assures Lift-andShift Cloud Application Migration With NETSCOUT Visibility

The high-tech company was looking to transition from a private cloud solution to a multi-cloud environment involving strategic partners like Amazon Web Services (AWS), Microsoft Azure, and Google Cloud. This transition required strategic planning to ensure visibility and monitoring of applications moving to the public cloud to assure performance was not adversely impacted by lift-and-shift activities. Another technical initiative facing the IT team involved offering improved access to network packets for the IT Security team for use with downstream security tools being used at company global data centers.

Digital Bank Achieves User-Experience Goals With NETSCOUT nGeniusPULSE Precise and Consistent Testing

The digital bank was facing several challenges. The time to resolve issues was delayed, affecting their service quality. They were also struggling to ensure SLAs with 3rd party retailers were met. The bank had set an aggressive goal of resolving all Priority 1 issues within 1 hour of being reported. However, multiple instances of slow connection and poor performance were reported with critical communication and business applications, including their main CRM/banking application. When a global public health crisis resulted in over 2000 call center agents working from home, the 1-hour resolution goal became even more critical. At that time, the work-from-home users started experiencing issues on Webex conference calls. The bank also wanted to reduce the time spent verifying availability during the nightly, manual switch over between 2 main data centers. In the mornings, they wanted to automate the set-up process in the call centers of the applications and dialers to ensure availability and performance before calls come into call center.

Leading Energy Company Powers Overnight Transition to Remote Business Operations With NETSCOUT

The leading U.S. energy company faced a significant challenge when the COVID-19 pandemic hit. The company had to send home 13,000 workers in response to government stay-at-home work orders. This sudden shift to remote work posed a significant challenge to the company's IT infrastructure, particularly its virtual private network (VPN) which had to support a much larger remote user base. The company needed to ensure uninterrupted power delivery to its customers during this critical period. The company's ability to provide uninterrupted energy was crucial, especially for hospitals and other essential services.

Military- and Carrier-Grade Call Quality Assured by NETSCOUT

The agency’s data and voice network runs in a 4G environment managed by a leading telecommunications system integrator (SI). This network supports hundreds of government teams and users, and the SI regards this community as equivalent to mobile subscribers. With the security challenges in today’s geopolitical climate, the communications integrity required for effective national defensive activities is of utmost importance. As a result, the agency approached a select few industry vendors regarding viable solutions for their mobile network and user monitoring needs. Monitoring call quality from the subscriber’s perspective was atop this list. Any call quality impairments in this military environment could jeopardize the agency’s mission, assets, and the very citizens of this country. As a result, the agency wanted to enhance monitoring of their 4G mobile network performance to validate the service responsiveness and integrity provided by their SI. The agency specifically wanted to monitor LTE/EPC Network interfaces (e.g., S1MME, S5/S8, S10, and S11) and IMS/ VoIP/VoLTE protocols (e.g., Cx, IMS, IMS DNS, SIP, Rx, and RTP). Only then would they be able to visualize the service quality being provided by their SI to their government users. As part of their overall requirements, the agency also identified a need to uncover and analyze specific calls that failed to deliver required performance. Specifically, they wanted the ability to quickly focus and analyze calls with unique parameters, including merging calls for call correlation. While the government recognized the importance of this project, the relatively small user base and highly focused scope meant there was a desire to acquire the best technical solution in the most efficient, economical way.

Healthcare Identifies Cause of EMR Slowdown with NETSCOUT

The healthcare organization was facing a major challenge in determining the cause of slowdowns reported by doctors, clinicians, physical therapists, and nursing staff when trying to use their electronic medical record (EMR) application. The application is critical as it holds all the information related to their patient’s health, diagnosis, treatment history, medications, etc. The cause of the slowdown could be anywhere – the centralized data center, across the WAN links to the hospitals and clinics, the EMR itself, possibly with the Citrix services, or related due to something in the network at the hospitals or clinics or end-points. The IT staff was also struggling to establish application and network benchmark metrics for the services and communities necessary for understanding what represented normal, good-quality performance. They were also experiencing voice and unified communications (UC) issues, Session Initiation Protocol (SIP) failures, and reports from their clinics regarding poor performance from voice and other services.

U.S. Agency Improves Network Agility and Further Secures R&D Environment with NETSCOUT PFS Technology

The U.S. Government Agency, focused on research & development (R&D) activities, was facing challenges with their network upgrade to 100G speeds. Their existing packet flow switches and downstream monitoring devices were not equipped to handle these new speeds and higher traffic volumes. The agency was also using 200G uplinks/ports, and the Network team had new, associated packet conditioning requirements involving de-duplication and packet slicing. All these changes were occurring in a network environment where the slightest network latency is an issue – even 1 millisecond delays are unacceptable to this agency. The agency needed a technology refresh to handle increased network speeds and advanced packet conditioning requirements.

Federal Agency Enhances Data Center and Network Monitoring Operations With NETSCOUT

The agency was in the process of upgrading their network to accommodate increased 40GB speeds and establishing a secondary data center to complement their primary data center operations. While the NETSCOUT nGeniusONE Service Assurance platform and deployed InfiniStreamNG (ISNG) smart data sources provided visibility into, and real-time monitoring of the data center core and across their external network, the IT leadership team was well aware establishing a second data center and adopting faster network speeds would require additional instrumentation beyond that in the production footprint. Given the complexity of their multi-vendor technology environment, IT leadership wanted to approach this project with an agility that would support successful deployment of these new solutions without adversely impacting the day-to-day work of subject matter experts completing critical financial analysis on the nation’s behalf.

State Agency Assures Quality Employee Experience With NETSCOUT

The agency was facing challenges as they made changes to their network and application strategies. One priority was to find ways to reduce Mean Time to Knowledge (MTTK) in a manner that minimized the time his team spent troubleshooting, while also decreasing finger-pointing instances between IT teams. The agency had to focus on new organizational demands brought about by the COVID pandemic. Business continuity issues were spotlighted, as executives, managers, and business level staff (finance / accounting) shifted to a work-from-home model. Some of the unanticipated issues that emerged included executives and managers working from home offices and at the hospitals began experiencing business continuity issues impacting critical meetings using collaboration tools, Remote Workers using VPN services were reporting poor response time performance, intermittent issues with audio and video quality, and dropped VPN sessions, all of which were impacting their ability to do their jobs.

Airline Ensures Application Performance in AWS With NETSCOUT Visibility

The airline moved from a legacy reservation system traversing its internal network to a fully integrated global, complex hybrid system. The multiple applications include loyalty membership, passenger reservations, flight closures, and more - all flowing between Equinix data centers, Amazon Web Services (AWS) and Microsoft Azure cloud environments, as well as SaaS providers located all over the world. In this architecture, AWS is the “”middleware” that links all of the information and transactional flows together. One of the unique aspects of this complex architecture is that their main airline reservation system runs in a Lambda serverless environment within AWS, which meant the airline lacked visibility to verify availability and performance of their applications.

Financial Leader Seamlessly Migrates to Azure With NETSCOUT

The financial services provider identified Microsoft Azure as their organizational cloud services platform. The project was a critical undertaking for IT, involving business service & application migrations from numerous data centers to Azure Cloud services across their three geographic regions. The IT leadership team wanted to enhance the security of this solution, which led them to utilize Microsoft Azure ExpressRoute, which extended the company’s on-premises network segments into Azure Cloud services using a private connection. As the IT teams worked to establish highbandwidth routers required to support the secure network connection associated with migrating large-scale, business-essential workloads to Azure ExpressRoute, they began seeing performance issues at one of the company’s data centers.

Meeting CIO Requirements for Enhanced eBanking Visibility and Security

The Asian financial services leader was facing several challenges associated with ongoing data center operations and digital transformations. The CIO was concerned about improving visibility, security, and real-time monitoring of Internet and Mobile eBanking applications that were increasingly used by millions of customers for their transactions. The bank was also planning to migrate certain on-premises data center operations and application workloads to a private cloud environment. The CIO wanted to maximize metadata-based analytics to improve Network Operations (NetOps) and Security Operations (SecOps) productivity and collaboration. The existing vendor tools for network performance monitoring and packet broker functionality were neither integrated, nor equipped to support the CIO’s nearterm initiatives.

Assuring Large-Scale Retail Banking Operations With Service Edge Visibility

The regional financial services leader was facing challenges in assuring retail banking at thousands of regional locations. The bank's IT Operations team had specific requirements for their network performance monitoring solution. They wanted enhanced service edge visibility, user-friendly operations, and easy access to packet-based analysis. They needed to improve views into business service performance at regional bank locations and better visualization into data center operations hosted by their banking partner. They also wanted to improve visualization into the performance being delivered by two regional service providers (SPs) on behalf of the bank. The IT Operations team had goals for proactive monitoring and reduced finger-pointing that related to their expectations for better visualization into these respective SP environments.

Omnis Cyber Intelligence Increases Network Visibility and Improves Threat Hunting Maturity Model

The government agency was in the process of building out their Security Operations Center (SOC) and wanted to leverage any existing technologies they had for security purposes. They had previously purchased a small order of OCI Cyber Adaptors for visibility into their 2 main datacenters that were on opposite sides of the country. The primary use by the SOC team for Omnis Cyber Intelligence was a packet capture and retrieval function related to an incident identified in their Splunk, Security information and event management (SIEM) platform. During initial product training of their first purchase, they learned more about their current infrastructure and the visibility gaps that existed, so they purchased more cyber adaptors to fill those gaps.

Service Assurance Improves Online Mortgage Broker’s Revenue Opportunities, Costs and Quality Services

The U.S.-based online mortgage broker embarked on a major Unified Communications (UC) project by migrating to a SIP trunking service. This upgrade was expected to save as much as $100,000 per month, while at the same time improving revenue opportunities by enabling outbound dialers to generate 16 times the number of calls with potential mortgage and refinance customers. However, following the implementation of the UC system, quality-of-service (QoS) issues, echo problems, switch issues resulting in dialing problems, and DNS/HTTP errors within the voice mail web app created a poor user experience. This jeopardized the success of the project and potentially harmed the business. IT faced the difficult challenge of proactively pinpointing the source of the problems, in order to rapidly triage and resolve them.

EMC Insurance Companies Assures Optimal User Experience

EMC Insurance Companies was looking for a scalable solution to extend network visibility from the main campus and two data centers to 16 branch offices and five service centers in a cost- and resource-effective manner. They needed to assure high-quality service performance and optimal responsiveness to end users while keeping pace with new service roll outs and new technologies. The company’s core networked business services include insurance policy transaction processing, claims processing, image processing, email, Voice over IP (VoIP), video conferencing and Internet. Most of the claims and transaction processing applications are programmed in-house using Unisys’ Business Information Server (BIS) programming language and database. These business-critical applications run primarily on two Unisys mainframes where the bulk of EMC’s business-critical information is processed and stored. Web servers provide the front- end interface between the independent agents and policyholders, and the mainframes.

Cerner Corporation Gains Critical Real-Time Visibility into Cloud-Based Service Delivery with NETSCOUT

Cerner Corporation, a healthcare technology company, faced the challenge of assuring performance, availability, and quality for its cloud-based service for digitized patient information across medical offices and hospital systems. The company needed to maintain system responsiveness and carrier-class level network uptime of 99.999% availability. It was also crucial for Cerner to assure network and application service-level performance to protect the end-user experience. Over the years, Cerner has seen substantial growth, including a threefold increase in the size of its network, users, and the number of applications and user sessions. As a result, instant access to information both internally and externally became a critical component to Cerner’s services and a major factor in assuring customer satisfaction. In the past, when there was an issue, limited visibility resulted in Cerner operations teams diving into a lengthy investigation and resolution process that impacted and possibly jeopardized compliance with contractual SLAs. Due to the critical nature of the services offered by Cerner, SLA violations can result in negative operational and financial consequences to their clients.

Major Florida Children’s Hospital Gains Critical Visibility into Healthcare Services

The hospital has recently undertaken several major IT initiatives that impact all functions of the IT department. One of the most significant projects is an institution-wide rollout of a Cerner® Electronic Medical Record (EMR) system that connects and provides critical care collaboration between physicians, staff, and patients. The Cerner EMR solution also automates processes between departments such as emergency care, laboratory, surgery, radiology, and pharmacy. The new EMR system also includes a hospital-wide Computerized Physician Order Entry (CPOE) system and Picture Archiving Communications System (PACS). The EMR system is cross integrated into a number of different applications such as Electronic Patient Record (EPR) systems as well as the Clinical Decision Support (CDS) systems that transfer patient data between caregivers and are extremely critical to the hospital operations and patient care activities. Other applications and services that are vital to the operation of the hospital include Microsoft® Exchange®, Oracle®, and Lawson™ ERP systems. In addition, Voice over IP (VoIP) along with telemedicine video conferencing have become an increasingly important application for the hospital as they facilitate real-time consultation between medical specialists located on and off campus. The ability to provide always-on access to all of these systems is critical to the effective operation of hospital and patient care services.

Need to Monitor Latency, Performance and Throughput at Micro-Second Level Drives Investment Firm’s Purchase of nGenius Solution

The leading sector index options trading firm and one of the largest liquidity providers in Exchange Traded Funds was facing challenges with their network performance. The network regularly experienced traffic bursts which caused retransmissions and delayed transaction speeds. Their existing historical reporting tools offered only five- or fifteen-minute averaging, which did not provide the granularity needed to see when and where these spikes were occurring or to determine the cause of these threshold violations. In addition, troubleshooting was tedious and frustrating as the tool could only capture packets on demand, making it challenging to catch intermittent problems in action. The need for millisecond-level visibility into market data transactions drove the move to permanently instrument key locations to provide a unified, end-to-end approach to evaluating application performance and latency issues.

Worldwide Technology Leader Relies on NETSCOUT to Support Capacity Planning of Complex Global Network

The company was facing bandwidth issues across its extensive global network, impacting user experience and potentially threatening business activities. With the construction of a new global headquarters and the introduction of new services, the IT team needed to ensure the network could handle the demands of technology development, manufacturing, cloud services, and retail sales and service. The wide area network (WAN) operations team needed visibility into the specific business services in use and the QoS classes assigned between data centers, headquarters, retail locations and manufacturing areas in order to achieve more effective capacity planning and respond more quickly to network changes.

Voice of the Customer: Unified Communications Performance Management Challenges and Solutions

Unified Communications (UC) tools promise to provide web and video conferencing, instant messaging, voice, desktop and data sharing across multiple devices and media with exceptional user experience. However, the performance of UC applications is highly dependent on the infrastructure that it runs on. Problems within this IT environment will degrade UC performance and it can happen anywhere and at any time. Common problems include quality of service (QoS)/DSCP mismatch, signaling failures such as errors between the call server and session border controller over a SIP trunk, Active Directory not configured correctly, packet loss and jitter. UC users thus experience poor call quality, call and video latency delays, one-way audio, grainy video, or static noise during video conferencing.

U.S. Energy Company Achieves Service Assurance with NETSCOUT to Support High-Quality Customer Service

The energy company was facing significant service assurance issues across multiple data centers and hundreds of remote branch offices. Degradations and slowdowns in customer-facing web-services like online access to outage maps, bill paying history and smart meter data were unacceptable. The inability to rapidly identify service availability issues associated with the company’s customer resource management (CRM) system, and pinpoint slowdowns in the customer portal for interactive power control, online bill pay and power outage reporting, left customer satisfaction at risk. Furthermore, any delay in the company’s ability to use their applications that track fleet vehicles for effective response to repair and upgrade orders exposes the company to higher expenses associated with staffing, service restoration and vehicle maintenance.

Professional Services Firm Ensures Secure and Successful IPv6 Deployments for Customers with the OptiView XG Network Analysis Tablet

Nephos6, a professional services firm specializing in IPv6 and Cloud Computing, was tasked with quickly building a network capable of demonstrating multiple key IPv6 technologies in support of customer training and transaction programs. The challenge was to validate and test designs, manage and troubleshoot deployments, and monitor for unauthorized/rogue IPv6 Devices. The company needed a comprehensive, portable, and remotely accessible tool to support these key activities. The company was looking for a tool that could provide fast and accurate device discovery, identification of tunneling protocols, and easy-to-use tools for troubleshooting integration issues.

A Q&A with Roger Estelle, Network Manager at Hawaii Health Systems

Hawaii Health Systems, a not-for-profit hospital system with 13 locations across 5 islands and 4500 employees, transitioned to a new electronic health records (EHR) system. This system connects more than 4,500 employees via wired and wireless networks, and processes patient data back to a hosting location in New Jersey. Due to the importance of this system to the providers, and the fact that it relies on a high-performance network, the organization couldn't afford to have problems linger. They needed a tool that could instantly troubleshoot both wired and wireless network performance problems and help them isolate root cause fast. Before getting the OptiView XG®, they used to rely on end point devices, such as a laptop to run ping tests for wireless issues. But then they had nothing to verify coverage or end-to-end connectivity. For the WAN, they actually had to go to individual switches to look at ports and see if they could isolate errors that way. It was incredibly time intensive and very manual. And for an organization spread across multiple islands, the term “truck roll” takes on an entirely new meaning.

North American Service Provider Switches to NETSCOUT for Traffic Aggregation Needs

The North American service provider was in need of an effective monitoring solution that could provide pervasive visibility into network traffic for service assurance. The solution had to meet state-of-the-art performance requirements and stringent budget parameters. It also had to provide a solid foundation for both current and future business requirements. The network engineering team was tasked with finding a monitoring solution that could accommodate a range of coverage areas, including new data centers, as well as greater penetration into existing ones. The right solution would have to feature state-of-the-art performance standards in port density, filtering ability, and interface speeds ranging from 10 Gbps to 100 Gbps – all while meeting the company’s budget parameters.

Unified Packet Visibility Improves IT Effectiveness With NETSCOUT’s Software-driven Packet Broker Architecture

The Financial Services Company had selected the nGeniusONE service assurance platform and InfiniStream appliances to address quality and performance issues impacting their unified communications services at their distributed contact centers. As the IT team was implementing the equipment, they encountered several issues with the network traffic being forwarded by their third-party vendor’s packet brokers to the InfiniStream appliances. Trying to resolve the issues related to packet de-duplication became next to impossible due to product inefficiencies combined with poor customer support and insufficient knowledge from the equipment vendor. Recognizing that NETSCOUT® offered a broad selection of packet flow switch solutions, the IT staff accelerated their schedule for a technology refresh to meet their visibility needs.

Visibility Into New Cloud Data Center Helps Insurer Protect Customer Experience

The company’s strategic IT plans included implementation of a more agile and expansive “leafand-spine” network design that would offer reduced performance latency across the business. Along with those network changes, the company also made the decision to migrate data center operations, including moving from one location to another facility and opening a second using an Equinix colocation site. For the company’s long-time IT team, all this business growth meant there were more network traffic elements, business services, and new vendors involved, which increased the need for real-time service assurance and performance management. While IT had maximized the lifecycle of their legacy network monitoring tool, this team also knew that new network traffic growth and data center complexities would outpace the capabilities of that solution. In addition, the voice team also sought expanded data retention capabilities to comply with new legal directives, but the IT team was wary of adding more appliances and capital expenses to meet these requirements.

Federal Government Agency Takes a Quantum Leap Forward in Network Service Triage with NETSCOUT Solutions

The federal government agency is a massive enterprise with a sprawling IT infrastructure. It has over 617,000 employees and handles more than 3.5 million emails per day. Its Unified Communications (UC) capacity hosts 85,000 meetings per month, representing more than 26 million minutes of conference time per year. The agency's computer network links more than 32,000 facilities performing two billion scans a day, and its centralized supercomputing capability processes data from each product piece within 50 to 100 milliseconds. The agency's website had more than 4 billion page views in 2014 alone with more than 3.9 million unique visitors to its home page, and oversaw 3.3 million in online product sales. The communications network supports and maintains more than 168,000 computers, 310,000 hand-held scanners, 81,000 printers, 12,500 smart phones. The unrelenting daily demands made on its sprawling network and systems resulted in inevitable service performance issues with lots of time spent in the war room per incident.

Case Study: Large Enterprise Telecommunications Services Company

The large enterprise telecommunications services company was facing challenges in triaging service performance issues. They found that using a single service-oriented performance management platform was the most effective solution. The company agreed that the top reason for purchasing NETSCOUT solutions was to optimize the performance of their IT services.

Top Global Automaker Relies on NETSCOUT to Support Digital Transformation Initiatives

The U.S. division of a global auto manufacturer embarked on a data center consolidation effort with the goal of lowering risk and decreasing time-to-market with Cloud and application deployments. They needed to deploy new application services faster, reducing the rollout of new services from four months down to one day. Another major challenge was to assure performance of the design and build application services across a distributed infrastructure where all production facilities had to connect back to the data center. Failure to connect to the MPLS or WAN, and to the critical design and build applications, can stop the production line, disrupt the manufacturing cycle, and impact bottom-line revenue. IT was under tremendous pressure to manage the implementation of a Cisco ACI-based software-defined data center, as well as put in place a single solution to monitor their plant and office automation tools. A further challenge was the need to monitor manufacturing plants without installing agents on the production network.

Global Equipment Manufacturer Improves End-User Experience with Proactive Application Management

The global agricultural, construction and forestry equipment manufacturer was facing the challenge of ensuring flawless access to its network and applications, as well as communication systems. The company’s existing monitoring solution was only capable of reactively troubleshooting TCP traffic and offered limited DNS support and insufficient packet capture capacity. The IT team needed to replace their reactive troubleshooting platform with a proactive solution that could provide both detection and troubleshooting, so the team could fix problems before they impacted end-users. A solution was required that would offer robust application visibility with large packet storage and retrieval ability for data analysis of vital ecosystems. In particular, IT needed application analysis on UDP traffic, as well as Layer-2 analysis. A new solution would have to include an end-user view and performance metrics for on premise and hybrid cloud applications, such as the company’s new Unified Communications & Collaboration (UC&C) deployment – a combination of Cisco voice and Microsoft Skype for Business technology. In addition, IT needed a highly scalable solution to meet the volume requirements of their expansive infrastructure, one that would provide simple workflows in a single product.

Healthy Hybrid Cloud Helps Municipality Deliver High Quality Medical Services

The California government agency, being the second largest integrated municipal health care system in the United States, faced several challenges. The agency needed to leverage the Internet of Things (IoT), Unified Communications and Collaboration (UC&C), virtualization, cloud and continuous software delivery. Moreover, endemic digital services vital to health care providers include electronic medical records (EMR), electronic health records (EHR) and enterprise resource planning (ERP) systems as well. And that’s not all. Oracle® databases, Microsoft Exchange® email services, bring-your-own-device (BYOD) initiatives and policies are essential for health care provider teams and the industry at large. Thus, the requirement to have comprehensive end-to-end visibility of the entire IT infrastructure is mandated by the seamless flow of crucial, mission- and patient-critical data. In fact, EMR requests alone are literally made millions of times a day. As complexity grows with digital systems and automation, so does the opportunity for things going wrong anywhere along the service-delivery path and this can severely diminish patient care. That means the IT organization must get ahead of service performance problems before they become health care problems. Some of the specific challenges this Southern California agency grappled with are: Understanding capacity utilization, Automatic, end-to-end awareness of all service dependencies and interrelationships within the IT chain, Maintaining an evolving IT infrastructure, Automating the process of software delivery and infrastructure changes, Isolating and resolving service-delivery infrastructure problems, Clinical application availability 24/7/365, Contextual analysis for applications and digital services.

City IT Department Adds Service Assurance for Integrated Emergency Call Services Using NETSCOUT

The City's Police, Fire, and Emergency Medical Services (EMS) teams were operating separate call management technologies, leading to inconsistent response times and effectiveness. The City's annual voice call volume for these services reaches into the millions, further prompting the need for call management synergy between the departments. The City IT team sought to integrate these services on a single 911 system in redundant data centers, enhancing disaster recovery preparedness. They required next-generation Service Assurance technology for quick resolution to issues.

Major Insurer Closes Cloud and Network Visibility Gaps with NETSCOUT Smart Data Approach

The insurance company was transitioning hosting of certain applications to a Microsoft Azure cloud platform. However, the Network Operations team discovered they had neither the required visibility into this new cloud environment, nor the means to effectively monitor it. This was of significant organizational concern, as Azure was going to be used to host some Web-based apps. The IT team’s issues with Azure were compounded by other longer-standing visibility gaps in the company’s network traffic, as well as application responsiveness concerns. Those gaps made it difficult for IT to establish functional baselines for application and network performance.

NFV/Cloud Network Readiness

The large African mobile operator was facing a significant challenge due to the exponential growth of network traffic. The operator was experiencing frequent loss of data, which was having a substantial impact on network performance and service assurance. The operator anticipated that the subscribers’ data would double each year, which would further exacerbate the problem. The existing infrastructure was approaching capacity and there were constant interruptions on service assurance continuity. The operator needed an open platform software-based monitoring solution to support Network Function Virtualization (NFV) and Cloud based services.

Lower Optimization Costs with Real-time Network Visualization

A regional telecommunications company was facing high costs for antenna adjustments. Every time an adjustment was needed, the company had to spend a minimum of $1,000 per tower climb. Additionally, tower crews billed $150 per hour when multiple adjustments were needed. This was a significant expense for the company and they were looking for a solution to reduce these costs.

nGeniusONE: Ending the Patient Eligibility Inquiry Bottleneck

The healthcare insurance provider was experiencing significant network slowdowns that were adversely impacting application services used for patient eligibility inquiries. These slowdowns were causing delays for doctors and hospitals in determining whether prescribed treatments were covered by insurance. This not only impacted patient care but also put the insurer at risk for service level agreement (SLA) violations. The IT team was faced with the challenge of identifying the root cause of these network slowdowns in order to rapidly triage and improve the mean time to repair (MTTR).

Healthcare Organization Enables Visibility at Scale

The healthcare organization was embarking on a multi-million-dollar rollout of a new electronic health record (EHR) management system. The IT team was tasked with ensuring a flawless introduction of the new system. They designed a comprehensive network readiness program, which included upgrading the service assurance platform to monitor and triage network performance issues. This required achieving deep packet visibility, so everything would be visible on the network. The IT leadership needed to be confident that any visibility solution would deliver true copies of the traffic to the monitoring tools, to guarantee a seamless rollout of the new EHR application.

UC&C SaaS Company Puts Customer Quality First With Visibility to Cloud Solutions

The company had recently acquired a company with a cloud-based solution. However, the monitoring tool the acquired company was using for the cloud-based solution had gaps in capability and was very expensive to maintain and upgrade. The company needed the same visibility and analysis as they were successfully using for the on-premise solution. They needed the level of Unified Communication (UC) monitoring necessary to ensure the high-quality customer experiences the company traditionally delivered. Further, when a performance issue was reported, it was difficult, and sometimes impossible, to isolate the root cause. The company is undergoing a digital transformation and moving to software to take advantage of the speed and agility provided. The acquisition of the cloud-based solution is just the start of their cloud journey. Plans are in development to move other solutions to the cloud, making migration to the cloud a key investment priority. The IT team understands this will bring new layers of complexity and the risk of failure will multiply.

European Bank Assures High-Quality Customer Experience with UC Services Using NETSCOUT

The bank had recently deployed Microsoft Skype for Business technology to supplement inplace Unified Communications (UC) technology in their Contact Center. However, the IT team began experiencing issues in troubleshooting the UC technology environment. Specifically, the IT team found Skype very hard to monitor, and their existing tools did not provide successful troubleshooting approaches. These issues soon began impacting customer service quality, and IT realized a need to introduce a solution that would help better monitor its Contact Center technology.

Execute Maintenance Upgrades with Confidence

The network operations team of a large US service provider was facing issues during network upgrades. Optimized configuration settings were being overridden, leading to problems such as improperly tagged subnets and Quality of Service (QoS) mismatch issues. This was impacting the call quality for customers. The team needed a solution that could proactively monitor the network and detect potential problems before they caused an outage or affected operations.

AON’s Successful Journey to Global Network Visibility

Aon, a leading global professional services firm, faced significant sprawl across their estate due to over 400 acquisitions. This led to monitoring sprawl with multiple tools and no single platform for global visibility, analysis, and reporting. The company needed a more effective way to monitor and triage their services across the multiple global network performance hubs to which all offices connect. As the organization embarked on their UCC transformation, they needed to ensure that as they standardized and simplified their communications and collaboration platforms, they could provide a view of performance, utilization and capacity as they moved from the legacy sprawl to the future state platforms.

U.S. University Hospital Improves Visibility for Quality Application Assurance With NETSCOUT

The hospital had been relying on a vendor's tools for network troubleshooting and trend reporting. However, the performance of the vendor's installed data sources was becoming unreliable, leading to issues with accessing packet-level forensic data for troubleshooting and reporting. This was exacerbating the challenges to stay ahead of disruptions and effectively extending the time to troubleshoot patient care-impacting issues. These issues became more pronounced just as the hospital had begun adding new healthcare entities and applications. Early application and Wi-Fi network issues at one remote location had already been reported to IT. Facing these collective technology issues and their impact on healthcare delivery, IT leadership began examining other vendor solution approaches available to the organization.

Assuring High-Speed Availability to Government Resources During COVID-19

The government agency was facing a significant increase in network bandwidth consumption due to the sudden shift to remote work amid the COVID-19 pandemic. This was putting a strain on their existing VPN capacity and Internet bandwidth. In addition to this, the agency was also tasked with supporting a new temporary unemployment program designed to provide financial assistance to residents who had lost their jobs due to the pandemic. The launch of a new dedicated website for accessing these benefits was expected to further tax the agency's already strained Internet resources. The agency's IT team lacked the necessary visibility to determine how the additional VPN and Internet capacity was performing.

Achieving Successful Cloud Migrations With NETSCOUT

The bank was running some of their customer-facing and back office applications in a mainframe environment. However, the increasing operating expenses involved with this approach were becoming too high to ignore. The bank decided to refactor existing applications from the mainframe and migrate them to an on-premises, virtualized, data center environment. This process involved Webtiered, middleware, and multi-tier technologies that would function as production staging to monitor and stabilize these apps prior to an eventual cloud migration. During this process, the Network Operations team hit a roadblock: there were visibility issues into performance of existing mainframe applications that their open source and vendor app monitoring tools could not troubleshoot.

Consolidating Financial Data Center Operations, Addressing Remote Workforce Transitions With Smart Visibility

The financial group was undergoing a long-term data center transformation, network upgrade, Cisco ACI, and mobile application rollout. The near-term transition to a remote workforce was taxing VPN and VDI environments, with a bandwidth upgrade only leading to latency. The IT team was tasked with consolidating several production-level Data Centers to two on-premises corporate locations, upgrading to a Cisco® Application Centric Infrastructure (ACI) software-defined networking (SDN) architecture and 40G network speeds, and deploying a new mobile application.

Leading U.S. Bank Assures User Experience and VPN Performance During Critical Times

The bank faced a significant challenge when the COVID-19 pandemic prompted management to instruct employees to work from home. This led to an unprecedented use of the bank's virtual private network (VPN), posing visibility and monitoring challenges for the IT team. As more employees and clients began to rely on digital platforms for their financial transactions, the bank's IT team had to ensure consistent, high-quality service delivery. The bank's financial livelihood became even more linked to its ability to successfully process online banking, bill-pay services, and other financial transactions that were now critically important for clients in financial need.

Leading Financial Ensures Quality Experience for Users of Virtual Desktop Infrastructure Over VPNs

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.

Global Contact Center Stops Dropped Calls with nGeniusONE

The company's call center agents began experiencing issues with dropped voice calls, resulting in customer service exchanges being interrupted before completion. Regardless of call status, telephone call lengths were varying from agent to agent, with customer exchanges abruptly dropping after 30 minutes. In addition to dealing with customer service issues and frustrated call center agents unable to perform their duties as a result of the dropped calls, the company was unable to consistently meet negotiated Service Level Agreement thresholds regarding voice performance for the companies they were contracted to serve. Existing third-party tools being employed by the IT team were unable to view the call flow architecture in a manner required for successful troubleshooting.

Hostopia Detects and Stops DDoS Attacks with Peakflow® SP

Hostopia, a leading wholesale provider of private-label Web services, was facing a significant challenge in mitigating the ever-increasing frequency, size, and complexity of DDoS attacks against its network infrastructure and customer services. The technical team at Hostopia had been effective in dealing with DDoS attacks of several gigabits in magnitude, but the effort required was significant. This process required a lot of manual work by several key staff members with very specialized skill sets. Looking to the future, Hostopia realized that scaling its response would be difficult given the anticipated growth in the size and frequency of these attacks. The company was looking for a holistic solution—one that not only would detect DDoS attacks but would also defend against them.

Banpará Grows and Adopts NETSCOUT to Ensure Quality of Services

Banpará, a retail bank in Brazil, was facing a significant challenge as it sought to expand its network. The bank's ambitious expansion plans required a technology update. With an extensive network of its own, the bank needed proactive monitoring to prevent service issues. The bank's growth and the nature of today's financial market required technological controls that far surpassed the resources of Banpará's legacy systems. In order to maintain the availability of the bank's services as well as uninterrupted and secure IP communications, Banpará needed to update its infrastructure. They were in the market for a less reactive and more proactive monitoring structure.

Global Technology Company Leverages NETSCOUT’s Solution to Assure Client’s IoT Experience

The division of the company had initially deployed a NETSCOUT solution for troubleshooting data issues for the monitored IoT devices in the wireless network. This was already in place in three data centers in major cities across North America. The next challenge was to provide the division with additional instrumentation for the customer expansion underway due to the rising adoption rates of IoT. New data centers were needed – located in mid-sized cities or using various commercial data centers to complete coverage for IoT traffic and to provide geographical load balancing. Mobile users of IoT present a special challenge and geographic load balancing must be implemented in a sophisticated way to ensure that mobile IoT sessions have their control plane and data plane traffic associated so that effective troubleshooting can take place. DNS services, RADIUS and DIAMETER protocols, and address resolution capabilities are the functions which were most critically in need of improved monitoring and better Mean Time to Resolve (MTTR). Since this IoT transport service was being provided to clients who, in turn, had multiple customers using their end-to-end IoT services, billing information also needed to be tracked through the system. At the same time, troubleshooting tools needed to extend all the way to the edge, allowing the identification of individual users. Finally, both network security and network/ application performance needed to be monitored closely to ensure continuous availability since the IT staff needed to be able to quickly determine whether a security threat or an infrastructure performance issue required attention.

Medical Supplier Gains Complete Visibility Into Distribution Facilities With NETSCOUT

The medical supplier had recently merged with a former competitor and was facing challenges in integrating the two companies' real-time monitoring environments. Both companies were using NETSCOUT service assurance and smart visibility solutions, but the configurations and usage varied significantly. One of the supplier’s newly acquired distribution facilities was relying on a legacy InfiniStream to generate packet capture (PCAP) exports used in their post-incident forensic analysis activities. However, the appliance was not deployed in a solution architecture equipped to passively monitor the high-volume, north-south network traffic required for proactive nGeniusONE monitoring or provide visibility across the server, network, data center, and cloud/virtual service edges. This became problematic when a distribution outage occurred at the location where this legacy InfiniStream appliance was deployed.

Large Independent School District Fights Off DDoS Attack on First Day of School

The Independent School District (ISD) in Texas had not experienced any significant attacks or a high volume of attacks over a period of two years, so they believed that the DDoS protection provided by their internal infrastructure, namely their firewalls, was sufficient to meet their needs. However, their needs changed once the pandemic hit and they were forced to move to a virtual environment for everything their students and teachers required access to on the network. During testing and prior to the school year they did not feel any effects from DDoS activity, so they assumed their firewalls were taking care of it. Once the school year began and the network was overwhelmed with legitimate users in the form of teachers, students and parents attempting to gain access to virtual meetings, virtual classrooms and email, the cracks began to show and many of the districts’ stakeholders could not access the network. This was determined to be the combination of the illegitimate traffic along with legitimate traffic overpowering the system.

Large European Financial Institution Employs Managed AED to Protect Their Networks, Applications and Services

The financial institution was facing serious issues with their current DDoS protection vendor. The vendor provided a hybrid solution with an on-premise component as well as a cloud component. However, the system was failing due to service-related outages caused by software updates by the vendor. The organization was looking to replace their current system with an always-on cloud solution only. They believed that they did not require anything on premise as they had before when employing an always-on cloud solution. However, NETSCOUT Representatives made the case that always-on typically means always monitoring but not always mitigating. The reason for this is that pushing all of the network traffic to a cloud scrubbing center and then returning it the network could result in severe system latency.

Financial Leader Improves Business Service Reliability from Data Center, UC, and Hybrid Workforce Technologies

The holdings company and banking institution, while benefiting from centralized IT efficiencies, have separate network infrastructures, business services, and capital expenditure (CapEx) processes. This occasionally prompts sequential, rather than concurrent, adoption of common vendor technology platforms. The challenges for work-from-home (WFH) employees included access to, and reliable performance of Citrix virtual desktop infrastructure (VDI) for secure business application use, Oracle services, and VoIP and Cisco Unified Computing System (UCS) service quality. These issues remained largely unresolved, despite in-place vendor troubleshooting toolsets in the holdings company environment. This frustrated both employees and the IT resources tasked with troubleshooting and mean-time-to-remediate (MTTR) functions without single-pane visibility into how these solutions operated in home office environments.

Medical Center Improves Application Performance With NETSCOUT VaaS

The medical center’s IT team was responsible for an increasing number of complex, patient impacting applications and systems used for electronic health records (EHR); including radiology and medical imaging, Health Layer 7 (HL7) interoperability, centralized blood management, oncology treatment, telehealth, storage management, and patient identity management. Their challenge was to provide pervasive visibility into the organization’s clinical applications for troubleshooting, application service assurance, and problem identification before they became disruptions. They were also dealing with existing issues with their Nuance PowerScribe, a voice-based application offering voice-to-text support for radiology reporting. Issues with this service were intermittent and frustrating to users and IT. Lacking visibility into unified communications (UC) technology and/or service dependencies, the IT team could not pinpoint root cause. From a networking perspective, the IT team needed visibility to troubleshoot and deliver service assurance for users connecting through their virtual private network (VPN) and VMware Horizon virtual desktop infrastructure (VDI) environments. COVID-19 pandemic drove dramatic increases in use of telehealth services, collaboration tools (such as Zoom), and work-from-home for employees. This made reducing mean time (MTTR) to resolution with VPN and VDI issues that much more critical for the IT team. Gaining visibility into the organizations high-speed network as well as their VMware ESX environment was also essential.

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