Customers: Case Studies

Fortune 50 Retailer: True End-to-End Views of Service Health

To compete successfully against rival Wal-Mart, one Fortune 50 retailer adopted an ambitious strategy to improve its service and product selection for customers while keeping prices competitive. It relied on a complex enterprise-wide IT environment to support the business: including three major data centers, POS controllers and servers in each store, and specialized systems in its manufacturing and distribution facilities.

However, the firm's diverse infrastructure made it very difficult to manage operations across technology silos and prevented end-to-end views of service health. Unplanned outages cost the firm $14 million annually in labor alone.

Implementing Netuitive helped the firm centralize service delivery by consolidating its heterogeneous monitoring infrastructure and managing its 27,000 plus servers and network devices proactively. Within the first three months, help desk calls dropped 15% and time spent on severity one issues dropped 80%.

Background

  • One of the largest retailers in the US (over $50 billion in sales)
  • Centralized service delivery for PoS and back office systems at 5,000 retail outlets
  • 27,000 servers and network devices
  • Heterogeneous monitoring infrastructure: Patrol, Tivoli, Oracle, CA, etc.
  • Operations managed across silos, without end-to-end visibility
  • Unplanned outages costing $14 million annually in labor alone

Netuitive Results

  • Enabled end-to-end, proactive IT service management
  • 15% reduction in calls to help desk in first three months
  • 80% reduction in total time spent on severity one issues

Products