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NetIQ Customer Success Story: BT

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BT, a global leader in communication solutions and services, has been working with NetIQ for nearly 10 years to manage internal servers and VoIP systems. With NetIQ solutions, BT is able to …

BT, a global leader in communication solutions and services, has been working with NetIQ for nearly 10 years to manage internal servers and VoIP systems. With NetIQ solutions, BT is able to effectively monitor and manage internal operations to ensure maximum uptime and speedy resolution of service affecting issues. This has been particularly useful in monitoring service drop-outs in offshore locations, allowing BT to react to issues quickly that may otherwise have gone unnoticed indefinitely. NetIQ’s commitment to internal training for its customers has also resulted in BT engineers becoming highly knowledgeable NetIQ AppManager users. This has allowed BT to gain the maximum benefit from the relationship and utilise the full functionality of the product while achieving a very high return on its investment.

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  • 1. SUCCESS STORY BT Continues to Work with NetIQ to Monitor and Manage Internal Infrastructures and Maintain Internal VoIP NetworksExecutive SummaryIndustry DescriptionBT is a leading provider ofcommunications solutions and servicesin the world. The company operates inmore than 170 countries and providesnetworked IT services; local, national, andinternational telecommunications services;as well as higher-value broadband and Internet products and services.Business SituationBT has a massive global infrastructurethat is heavily reliant on internalservers and large multivendor IP BT, a global leader in communication Factors such as IPT servers beingtelephony (IPT) systems. BT requires solutions and services, has been working available and voicemail functioningproactive performance monitoring with NetIQ for nearly 10 years to manage correctly are essential to effectiveto help ensure any issues are internal servers and VoIP systems. With operations. The data networks needs toquickly identified and remedied. NetIQ solutions, BT is able to effectively be running at maximum performance monitor and manage internal operations and the call quality needs to meetThe NetIQ Difference to ensure maximum uptime and end-user expectations at all times.NetIQ® AppManager® for VoIP (voice speedy resolution of service-affectingover IP) provides a highly efficientapproach to IPT management, helping issues. This has been particularly useful Security can also play a major role into proactively and quickly resolve VoIP in monitoring service drop-outs in IPT service, and there is a clear businessissues. NetIQ AppManager identifies offshore locations, allowing BT to react need to monitor VoIP security tointermittent voice quality issues in real to issues quickly that may otherwise ensure availability and integrity. Thistime and provides critical information for have gone unnoticed indefinitely. continuous management can be timefaster issue resolution. Comprehensive consuming and highly complex. NetIQreporting delivers trending analysis NetIQ’s commitment to internal training AppManager provides a comprehensiveand capacity management. This gives for its customers has also resulted solution for BT that manages, analyses,BT significant time and cost savings in BT engineers becoming highly and diagnoses issues with the network– and, more importantly, minimises knowledgeable NetIQ® AppManager® and automates key tasks to help ensureadverse impact on end users. users. This has allowed BT to gain the that VoIP is available and working atNetIQ Products and Services maximum benefit from the relationship optimum efficiency at all times.NetIQ AppManager and utilise the full functionality ofNetIQ AppManager for VoIP the product while achieving a very The NetIQ SolutionNetIQ AppManager for Avaya high return on its investment.NetIQ Technical Services and Support BT first deployed NetIQ AppManager for The Business Advantage VoIP in 2002 to monitor and manage a Cisco Call Manager environment that BT’s use of VoIP for internal included several thousand IP phones. communications provides a significant Over the years this environment has competitive advantage, but only if the grown exponentially in terms of size and performance of the complex, multi- complexity and NetIQ AppManager now vendor system is maintained effectively. monitors more than 40,000 IP phones in
  • 2. Additionally, NetIQ AppManager Key Advantages for BT integrates seamlessly into BT’s Noel Morgan, Application Support manager-of-managers so that the NOC“NetIQ AppManager has has a single interface for monitoring Specialist at BT, comments, “We have been working with NetIQ for a long timesimplified our lives – allowing the entire IT infrastructure. and the relationship just keeps gettingus to monitor a multitude stronger. As more of our operations Working Together move offshore, it is increasinglyof Windows servers and to Throughout this relationship, NetIQ important for us to have a clear viewproactively identify potential and BT have been looking at new ways of service outages so we can address to work together in order to offer the them as quickly as possible withoutincidents across our platforms. best services to BT customers. NetIQ affecting the service we provide to theWith so many servers, we has provided specific customisation end user. What we are aiming for is a to BT, including adding the ability to get-it-right-the-first-time approach.benefit from full automation alert when emergency calls are active. Critical to our success is the ability toof the 24/7 monitoring.” Over the past few years, BT has been automate many of our processes. Our providing constructive feedback to NetIQ investments have enabled this NetIQ, which has resulted in several to become a reality.” Noel Healy, Senior Noel Morgan, enhancements for NetIQ AppManager. Systems Management Specialist, NetIQ, Application Support Specialist, BT states, “It has been a pleasure to work Evolving the Relationship closely with BT over the years and to see the relationship evolve. With BT we The most recent development have been able to continually develop Cisco Unified Communications Manager for the two companies has come our products to more closely meet their clusters and Avaya CS 1000 systems. about through Avaya. BT is Avaya’s specific needs. This has meant that largest and most productive channel the continuing development of NetIQ NetIQ AppManager monitors all partner in EMEA. Due to the close AppManager has benefited from honest aspects of the IPT environment, relationship between NetIQ and BT, and constructive customer feedback. including system health, usage, the company is now an authorised The fact that BT has recently become a performance, call activity, phone reseller of NetIQ AppManager for reseller of our products is a testament registrations, and call quality. Not Avaya (heritage-Nortel) Solution to the strength of this relationship.” only limited to the communication and can deliver in-depth training on manager or call server, NetIQ how to use this NetIQ solution. BT Learn more today by contacting AppManager is also set up to monitor has already provided this solution your NetIQ partner or a local NetIQ the gateways and voicemail systems. to a number of large enterprises, sales representative, or by visiting including healthcare organisations www.netiq.com for contact and police forces across the UK. information in your area.Worldwide Headquarters For a complete list of our offices1233 West Loop South, Suite 810 in North America, Europe, theHouston, Texas 77027 USA Middle East, Africa, Asia-PacificWorldwide: +1 713.548.1700 and Latin America, please visitU.S. / Canada Toll Free: 888.323.6768 www.netiq.com/contacts.info@netiq.comwww.netiq.comhttp://community.netiq.com Follow us:NetIQ, the NetIQ logo and AppManager are registered trademarks of NetIQ Corporation in the USA.All other company and product names are trademarks of their respective companies.© 2012 NetIQ Corporation and its affiliates. All Rights Reserved. CSS90004BT-ENG PO 5/12 F