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Case Study

Context

Leading US based Managed Services Provider (MSP) runs a NOC/SOC and provides

remote monitoring services for customers, covering performance, availability, security.

• Monitored environments are spread across cloud and on-premises

• Mix of modern and core/legacy workloads

• Managed infrastructure includes network devices, servers, applications, IoT, and UC

• MSP leverages multiple OEM software tools in NOC/SOC

MSP is frequently encountering issues related to poor app performance, slow web pages,

data/app unavailability, upgrade issues, excessive false alarms etc. Overall, MSP wants

to provide better customer experience with a modern hybrid IT monitoring solution that

can help address their problems and meet their expanding business needs.

Solution

CloudFabrix deployed its Hybrid IT Monitoring (cfxPulse) as a managed service to monitor

performance, availability, security of MSP’s customers. MSP achieved:

• Rapid customer onboarding: 2 to 3 customers every week.

• Monitored mixed cloud and on-premises devices like switches, routers etc.

• False alarms were drastically reduced due to auto and manual alert tuning.

• Geo view, site health, alarm summaries and top-N charts provided relevant info

• Standardized on Self-service portal for customer IT and CXO user roles.

• Data was available for reporting due to highly optimized UI/Database design

• App performance improved significantly: with microservices architecture

Overall, MSP realized saw benefits and consolidated multiple legacy tools into cfxPulse

and realized 40% increase in customer growth over a period of 18-months.

Next Generation Hybrid IT Monitoring

Key Benefits

Real-time

Monitoring Intelligent Alerting

Ticketing

Integration

Cloud & On-Prem

Infrastructure

Hyper Scale | Secure | Cloud Based Monitoring | Microservices

Customer Business Needs

• Difficult to monitor multiple environments

• Poor application performance

• Data loss/Data unavailability

• Unplanned down times

• Excessive number of false alarms

• Long lead time to support new technologies

• Slow/Rigid process for customizations

Challenges

• Serve all customers from single portal

• Consolidate multiple legacy tools

• Faster customer onboarding (1-week)

• Improve overall customer experience

• Support 30% y/y customer growth

• Agility to support new environments

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Case Study

1. Tool Sprawl �Tool Consolidation

MSP facing management overhead and data integration issues with

multiple tools to monitor availability, performance and voice.

With cfxPulse, MSP consolidated multiple tools into one platform that

is highly-scalable, extensible and support granular multi-tenancy

3. Customer Onboarding: Slow � Rapid

Current customer onboarding is lengthy and error-prone. High-level

tasks included: 1) Ship Collector Appliance 2) Install Agents 3) Setup

VPN 4) Manually Discover Devices 5) Manually Populate CMDB

With cfxPulse, MSP achieved rapid onboarding: 1) Install collector VM 2)

Connect to Portal 3) Automatically discover devices & populate CMDB

4. Alert Fatigue � Meaningful Alerts

Currently MSP gets duplicate alerts excessive alerts from roaming users,

mobile devices and has no easy way to fine tune such alerts.

With cfxPulse, 90% of false alarms are reduced with Intelligent Alerting

as it doesn’t alert on access ports. It also provides flexible alert tuning

levers and also automatically tunes based on topology. It also eliminates

duplicates with co-relation and reoccurrence logic.

With cfxPulse, MSP is now able to onboard new customers who need

cloud monitoring capabilities and provide hybrid IT monitoring from the

same portal.

2. No Cloud Support � Hybrid IT Monitoring

MSP often comes across potential or new customers who require monitoring of cloud based

assets, and with current model MSP feels challenged in bringing cloud support, without

introducing a new vendor into their toolset.

With cfxPulse, MSP is now able to onboard new customers who need cloud monitoring

capabilities and provide hybrid IT monitoring from the same portal.

cloudfabrix.com | twitter.com/cloudfabrix | info@cloudfabrix.com | © Copyright 2015-2017

MSP Use Case

Leading US based Managed Services Provider (MSP) runs a NOC/SOC

and provides remote monitoring services for customers, covering

performance, availability, security. MSP wants to provide better

customer experience with a modern hybrid IT monitoring solution that

can help address their problems and meet expanding business needs.

MSP Tier-1 (US Based)

$1B+ Revenue

� 500+ Customers

� 50,000+ Devices

Technical Challenges Business Impact

� Tool sprawl � Data integrity issues � Alert Fatigue � Poor performance � Slow customer onboarding � Lack of agility

� Poor customer satisfaction � Lost revenue: unable to

onboard new customers � Cost: Increased overall IT

operations cost to handle multiple tools

5. Long Lead Time to Support New

Technologies � Rapid Extensibility

MSP is facing challenges with lack of agility and inability to support new

devices/technologies due to traditional architecture.

cfxPulse, is built with Microservices and Containers architecture, and it

is fully extensible to support new device types or in just a matter of few

weeks. With cfxPulse, MSP is now able to onboard new customers who

need cloud monitoring capabilities and provide hybrid IT monitoring

from the same portal.

Microservice for new device/technology

Weeks to

Support

New

Device or

Technolog

y

X Sluggish web portal

X Data load issues. Empty chars

X Flash based portal causing incompatibility issues

X Legacy look & feel

X Traditional widgets

X Hard to customize dashboards and reports

X No dedicated portal for MSP users and Customers

X No white-labeling. OEM software exposed to customer

6. Sluggish Portal and Poor UX � High Performance, Slick and Responsive Portal

MSP’s current monitoring tools are designed as monolithic applications and have challenges in scaling during peak workloads. Web

pages took long time to load and charts had empty data in some cases. UI portal was also hard to customize, and no easy way to build

new dashboards or reports. Overall MSP is facing performance problems and poor user experience with sluggish portal.

With cfxPulse, it is built on highly-scalable modern microservices architecture and uses distributed message bus for communicating with

large number of customer devices in scalable manner. Portal is built HTML 5 and offers real-time dashboards that are fully customizable.

cfxPulse also offers Self-Service portal and MSP admin portal for effectively managing customers throughout the managed service

journey.

MSP is now able to onboard new customers who need cloud monitoring capabilities and provide hybrid IT monitoring from the same � Slick and responsive portal

� HTML5 based portal

� Modern look & feel

� Intuitive widgets

� Fully customizable real-time dashboards & charts

� Dedicated Self-service portal

� Dedicated MSP admin portal

� Full white-labeling support. OEM not exposed to customer

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