Like many managed IT services providers, ACS relies heavily on Citrix to deliver hosted applications to customers. Unfortunately, lack of visibility into Citrix made it incredibly challenging to troubleshoot application performance problems. In turn, lengthy and reactive troubleshooting processes made it difficult to meet SLA commitments.
While ExtraHop was initially deployed at ACS to provide visibility at the network level, the platform’s ability to deliver insight across tiers quickly garnered the interest of the Citrix and application teams.
“With the ExtraHop dashboards we were able to focus in on key protocols and quickly achieve a level of transparency we didn’t know was possible in Citrix,” said Alexander Neumann, Leader of Network Management at ACS. “It was like putting on a pair of eyeglasses for the first time. We didn’t know how blind we’d been until suddenly we could see.”
With real-time insights across the entire IT environment, from the infrastructure to Citrix to hosted applications, ACS is using wire data from ExtraHop to transform their IT operations from proactive to reactive, helping them meet SLAs and ensure the performance and availability of the business-critical applications on which ACS customers rely.
The company has seen numerous benefits as a result of their ExtraHop deployment, including:
· Ability to define key performance indicators (KPIs) based on overall performance and business benefits instead of discreet indicators like CPU and memory.
· Quick drill-down to find the root cause of performance problems, resulting in more rapid troubleshooting and remediation.
· Improved customer satisfaction around application performance and availability, including Citrix launch and load times.
“For ACS, application performance is at the core of business performance. If applications aren’t operating at their peak, their customers, and in turn, their business, suffer,” said Gerhard Beeker, Regional Sales Manager for Germany at ExtraHop. “With ExtraHop, ACS is not only improving the performance of applications, it’s strengthening relationships with customers.”
“Wire data doesn’t just help us identify problems. It gives us solutions,” said Neumann. “In turn, we’re able to make things faster, easier, and more seamless for our customers.”
