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Network Troubleshooting

Effective network troubleshooting solutions must identify issues in real time, the first time.

The Performance Capacity Planning group at a large corporation was overwhelmed. The most common call to the Helpdesk boiled down to this: “the network is slow.” Due to limited troubleshooting and analysis tools in the Helpdesk organization, trouble tickets were routinely escalated to the Performance Capacity Planning group. Schedules were slipping in the deployment of core infrastructure upgrades because network engineers were dropping these tasks to focus on escalated trouble tickets. Meanwhile, users’ problems went unsolved because the network conditions that existed at the time problems were reported had changed considerably.

Our Solution

• OmniPeek Enterprise

• OmniPeek Enterprise Connect (for Helpdesk Analysts)

• OmniEngine Enterprise (for Performance Capacity Planning Personnel)

• OmniEngine Desktop for all client machines

• Omnipliance network recorder

• TimeLine network recorder

The WildPackets solution incorporated real-time data collection, with both real-time and post-capture analysis, provided by the OmniPeek Distributed Analysis Suite. Data is collected from appropriate network nodes, and available to all network engineers within the escalation chain.

Helpdesk analysts now initiate real-time data collection at the time and place where the problem is reported, and employ OmniPeek Enterprise's intuitive graphical interface monitor and analyze the issue in real time. Escalations are significantly reduced. However, when the occasional escalation is required, the Performance Capacity Planning group has access to the same, real-time data that was collected at the time the problem was reported. They can also initiate new captures remotely; either at the end-user’s machine by connecting to the OmniEngine Desktop client or by connecting directly to the Omnipliance network recorder, deeper in the network core to determine the root cause of performance issues.

Business Benefits

• End-user problems resolved quickly and efficiently, increasing end-user productivity and satisfaction
• Helpdesk trouble-ticket time-to-resolution rates decreased significantly, resulting in greater productivity and increased job satisfaction
• Escalation volume decreased leaving core network engineers free to focus on value-added installations

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