Full-Service Technical Consulting Firm Netcontroll Optimizes Its Service Delivery with Technology Partner NETSCOUT

• Analytics & Modeling - Data Mining
• Analytics & Modeling - Real Time Analytics

• Professional Service
• Telecommunications

• Business Operation
• Quality Assurance

• Remote Asset Management
• Service Parts Management

• System Integration
• Training

Netcontroll, a full-service network, telecommunications, and IT security consultant based in Mexico City, faced challenges in service triage for its clientele and for the company itself. The businesses and organizations they serviced relied on silo-specific performance monitoring tools, which had a domain-specific focus and thus couldn't see the whole service delivery environment. This resulted in a lack of operational visibility and vastly increased mean time to knowledge (MTTK) of service problems. Inefficient workflows from the IT team members led to extended time spent in the war room troubleshooting incidents and service disruptions, increased mean time to resolution (MTTR), and diminished staff productivity. As a result, capital and operational expenditures grew significantly.

Netcontroll Group, S.A. de D.V., or Netcontroll, is a full-service network, telecommunications, and IT security consultant headquartered in Mexico City, Mexico. They provide customers with a broad range of professional services including data center, telecommunications and network architecture design, IT security consulting, and network operations center management. Netcontroll also sells hardware and software, maintains infrastructure and offers training. The company services numerous businesses and government agencies in Mexico, providing tailored analysis, business-impacting thought leadership underscored by contemporary consultative knowledge transfer, and timely resolution of their most vexing network issues.

Netcontroll chose the NETSCOUT nGeniusONE Service Assurance platform after evaluating various service assurance solutions. The patented Adaptive Service Intelligence (ASI) technology at the heart of the NETSCOUT nGeniusONE solution was fundamental to the company’s selection as it accelerates the depth and speed of continuous and real-time data mining when traffic crosses the IT infrastructure. ASI technology delivers traffic-based intelligence and enables a service-centric approach to performance management, revealing interrelationships and dependencies across physical and virtual networks and applications in the most complex IT environments. Beyond the consolidation of application and network monitoring tools into one platform, Netcontroll required a passive, scalable service assurance solution; the company needed clear dashboard metrics and drill-down views into application, network, server and database performance activity in conjunction with an end-to-end view of multi-tier and multi-domain service delivery environments.

• Netcontroll and its clients have improved user experience by achieving extraordinary service quality.
• The NETSCOUT nGeniusONE platform provides timely end-to-end, root-cause analytics.
• The company has improved workflows and reduced time spent in the war room troubleshooting incidents and service disruptions.

• Trimmed capital expenditures (CAPEX) by 75 percent or more
• Reduced problem identification, service disruptions and time invested in troubleshooting by 75-100 percent while diminishing MTTK by 50-74 percent
• Dropped time spent in the war room resolving incidents from 75 percent and more