“When everyone came back to the office, it was a whirlwind,” said Kutka. The staff was heavily leveraging collaboration tools, and the user complaints were stacking up. Having been introduced to ThousandEyes WAN Insights at Cisco Live, Kutka saw an opportunity.
Once they deployed ThousandEyes WAN Insights, Insight Global’s IT team obtained the critical information it needed to optimize its SD-WAN policies and application performance proactively and continuously. “We used WAN Insights and policy application-aware routing to improve the experience of the end user in the office,” said Kutka. “We improved the circuit quality of the offices, and then we also did wireless assessments at all of our remote offices to make sure we had adequate coverage.”
Before ThousandEyes, the IT team at Insight Global didn’t have visibility into end users’ environments or routing over the Internet. But, after adopting ThousandEyes, they used WAN Insights primarily to forecast better circuit paths for applications like Microsoft Teams, Webex, and Zoom. “Having WAN Insights and these visibility solutions helps with some of these issues and allows us to move to a more proactive approach.”
Figure 1. Correlating network performance in context of the application
Fewer Tickets, Improved Path Quality
Insight Global IT can now better detect potential issues before they impact the business or its employees by utilizing WAN Insights network forecasts and SD-WAN recommendations.
Achieving optimal path quality is critical to application performance and end-user experience— and the higher the score, the better the experience. For example, a quality score of 78.5 percent indicates that at least one metric (latency, loss, or jitter) is at risk of exceeding the SLA thresholds; therefore, an increase to 99 percent will result in improved performance as fewer thresholds are exceeded.
According to Kutka, “We were able to see that some offices had 80-90 percent path quality, and now that’s up to 99 percent.”
ThousandEyes has made troubleshooting more efficient and even preemptive because WAN Insights’ visibility workflow shows which circuits are performing better and which need to be rerouted. They can forecast more effectively for a consistent circuit experience using fundamental network metrics like loss, latency, and jitter.
“We’ve had a steep decline in service desk tickets around collaboration applications because we’ve been leveraging WAN Insights to route traffic instead of load balancing,” said Kutka. “Now that ticket requests have settled down, we have the ability and bandwidth to look at other applications that our employees heavily use to get monitoring around those.”
Insight Global is now adding custom applications to WAN Insights to fine-tune their performance and ultimately provide the best end-user experience. This change is a paradigm shift for the network team—allowing them to become proactive with application monitoring via WAN Insights.
The IT team at Insight Global has also found the alerting offered by WAN Insights to be highly beneficial. For example, they receive email alerts about circuit degradation and suggestions for a different path.
“Having the recommendations come to you, so you’re not always having to check the portal, that is a great feature of WAN Insights,” said Kutka.
With this kind of competitive advantage, Insight Global can assure its employees that the network they depend on running at peak performance will do just that. “By leveraging WAN Insights, we can route around issues and make smart, informed decisions to run an efficient and successful network to best serve our end users.”
Figure 2. Detailed perspective of conditions impacting site quality relative to the application
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