IT staff were unable to proactively detect and manage service level problems.  User calls initiated their problem resolution processes, between 60-80% of the time.  To solve this problem, staff wanted a single monitoring solution to replace their point products. Longitude was selected for its breadth of monitoring capabilities and its ability to provide a mechanism to group key performance indicators from different technologies related to a particular service.  With Longitude in place, only 20-40% of service problems are identified through user calls.

Installation of the solution was completed within a few hours and was monitoring datacenter and SNMP devices immediately.  Tasks such as specifying the infrastructure to monitor, the thresholds, and the important technology service level agreements (SLAs) were customized ongoing as staff used the product.  Each task took only a few minutes to complete each time.  Within a month, IT staff was using the solution full time without reverting to their old tools. 

With no time for formal training, learning the product as the staff used it was also important.   However, within a few months of deployment staff were using more advanced features such as automated actions, workload trending to adjust thresholds, SLA trending and dashboards.

The time to recognizable value was very short.  IT staff reported lower mean-time to repair typical problems and their worst “all-hands-on-deck” problems within one month of deploying Longitude.  They estimate that typical problem resolution times improved from hours to less than one hour.  In addition, the staff reported responding to fewer service issues over time, because Longitude’s SLA trending capabilities identified common infrastructure problems and its automated actions allowed technical problems to be resolved before they affected overall service performance.