Ensuring Uptime and Performance

Network Operation Center focused on Higher Education Client

A prestigious midwestern university wanted to expand its research offerings, which required a secure Network Operation Center to protect and manage data. Replacing an overwhelmed Network Team, Artech’s NOC team provided a best-in-class solution, allowing the University to grow the offering for years.

Customer

Large, private midwest university with a reputation as a leading research institution wanted to improve network monitoring

Problem

• Network team overwhelmed by day-to-day operation
• Communication breakdown during outages slowed resolution
• After Hours support paged out, causing response delays

Action

• Transformed Network monitoring to a dedicated 24 x 7 model
• Worked with service owners to tighten alerting
• Setup and facilitated bridge meetings during outages
• Provided redundant centers for monitoring with multiple “polling” locations
• Completed network discovery to monitor more of the infrastructure

Results

• Elimination of the on-call model provided a less than 15 minute response time on all alerts
• Reduced 100+ false alerts a day to only alerting on actual events
• Communication now optimized, reducing issue resolution time
• Monitoring continues even when the outage impacts monitoring connections
• Gained a very clear picture of the up and downstream impact of an issue