Reduce MTTR with Crowdsource Comparison
September 01, 2020

Sidharth Kumar

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The new normal for several enterprises today is to witness its vast number of employees working remotely across multiple geographic locations and communicating through cloud applications such as Office 365, Slack, or video conferencing tools such as Microsoft Teams or Zoom. As users feel the need to avoid travel and stay at home due to Covid, it becomes critical that the underlying infrastructure monitoring of these applications respond immediately to service disruptions and suboptimal performance. However, the slower an application becomes, the more severe impact it can have on employee productivity and the firm's ability to conduct business smoothly.

With the complexity in today's IT environment due to dozens of systems and tools in place, network administrators and NOC analysts need to get instant visibility and immediately pinpoint the root cause of failure. They need the agility to support business as quickly as possible and also reduce the Mean Time to Resolution (MTTR) on escalating incidents.

A company looking to improve the end-user experience and shorten the response time can effectively crowdsource application and network performance data from its global customer base. This collected data is vital in evaluating a healthy state of network, applications, gateways, ISPs, internet routing, and DNS/server response time. Deployed agents on cloud or on-premise can monitor performance and send this data to agent server for correlation and visualization.

Moreover, the correlated data can provide a real-time benchmark of how a particular business service is performing. Network administrators can use this benchmark to effectively gauge a thorough understanding of network metrics in their environment and quickly answer "Is this my problem or everyone else's?" This is the power of cloud source analytics.

Building an intelligence network can start with installing a windows agent and then adding sensors to monitor cloud services such as Office 365, Gmail, Teams, Azure, AWS, GitHub, Salesforce, and critical SaaS-based business applications. Teams can collect cloud monitoring data (0s or 1s) from any location, branch, or device.

This data, when anonymously aggregated and curated, should show like the comparison chart below. Consequently, this chart provides instant visibility and helps understand higher response times at one particular location compared to the rest (crowd). Without this analysis and insight, network administrators would be spending a majority of their valuable time troubleshooting and investigating in the wrong direction. Admins can further add new metrics, dig further, and obtain low-level details of a pending escalating issue.

The Benefits of Crowdsourcing

A crowdsourcing solution benefits today's dynamic SMB and larger enterprises onboarding new cloud services to their existing portfolio and the need to provide a seamless service to either their employees or clients. Deployed sensors can monitor web applications, tools such as Office 365/SharePoint/CRM, and other SaaS services essential for today's smooth and reliant business operations. From increasing visibility for IT teams to reducing MTTR and improving customer experience, a GTM solution for application monitoring in your ecosystem is a must. Some of the benefits with crowdsourcing include:

Increase IT Visibility: Track the performance of all applications (on-prem or cloud) from any location in a single pane of glass. Include detailed metrics and analyze trends in charts.

Reduce MTTR: Immediately reveal where the bottleneck is using crowdsourced analytics so network admins can quickly troubleshoot and isolate the problem.

Improve Experience: Resolve issues faster through instant automated alerts and notifications. Enhance the customer digital experience and increase employee productivity.

Crowdsourcing is an important strategy to employ when comparing the health and performance of all applications running in your enterprise. Given how stretched the network bandwidth and infrastructure capacity can be during this pandemic, it makes sense to leverage the power of the internet and gain valuable insights about your environment. Using Crowdsourcing, this discovery is easy and can help IT teams proactively and quickly resolve their routine challenges.

Make decision-making and monitoring faster and efficient by aligning business and technology. Trust the crowd performance data that can be impactful, valuable, and meaningful to your organization. Spend more time winning and less time troubleshooting!

Sidharth Kumar is Director of Product Marketing at Exoprise
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