Innovation Through Infrastructure: Ensuring Uninterrupted Research with Tech-Pro's NOC Solution
A leading US research institution (University) faced significant challenges in maintaining high-availability medical research environments, crucial for classroom networks and online learning platforms. The University’s network support and security teams were overwhelmed with the day-to-day workload of chasing down and troubleshooting incidents post-occurrence. They sought a unified network monitoring and management service that could proactively troubleshoot performance issues, optimize infrastructure use, and forecast backend requirements. The need for predictive issue detection was critical to avoid outages or degradation that could impact academic research uptime requirements and SLAs, especially given the scarcity of after-hours support resources.
Solution
To address these challenges, Tech-Pro implemented a full-service Network Operations Center (NOC) managed services solution, delivered from fully redundant regional delivery centers. The solution was designed to offer comprehensive 24x7x365 monitoring by skilled agents, along with Level-1 to Level-3 technical support and resolver groups. A state-of-the-art monitoring and management suite of tools was deployed to provide in-depth views into the health of the network and all connected devices. The services included:
- Real-time intelligent event monitoring and alerting.
- Major incident management and quick coordination of troubleshooting triages to eliminate outage-causing events.
- Full integration with the University’s IT Service Desk and Field Tech Dispatch to streamline communications and response times.
Result
The implementation of Tech-Pro’s NOC solution delivered significant outcomes for Case Western Reserve University:
- Eliminated the On-Call Model: This change reduced alert response times by an average of 15 minutes, enhancing the efficiency of incident handling.
- Reduced False Alerts: The system filtered an average of 100+ false alerts daily, focusing efforts on genuine issues and improving system reliability.
- Optimized Service Operations Communications and Management: This led to reduced resolution times, ensuring that the university’s network infrastructure remained robust and responsive.
- Uninterrupted Monitoring Coverage: Provided by redundant centers, ensuring that monitoring and alerting were always active, even in the event of a center going offline.
- Established Transparency: A clear window into all incidents, anomalies, and performance degradation was created, enabling quick resolution times and tuning exercises for increased performance.
Tech-Pro’s Considerations around the adoption of Managed Services and Technology Solutions:
- Enhanced IT team efficiency and productivity
- Reducing financial impacts of downtime
- Costs associated with slow performance and predictive issue detection
- Reduction in IT issues with unified infrastructure management