…Being proactive enough to get ahead “ Having all the accumulated network knowledge of the stuff that (customers) haven’t recorded and accessible to everyone was a huge recognized as an impact – you know, boon to all the operators and engineers who get that’s the next opportunity for others and involved in problem solving. This ultimately supported that’s work we’re excited about the company’s customer satisfaction and retention goals. Hardy describes this as a “cascading of Lewis Hardy ” knowledge in an industrial way” that enables higher Sr. Manager, BT Data Services productivity at scale. Furthermore, BT Data Services uses NetBrain to provide a better customer and employee experience. Given the network’s importance to digital business, ensuring network uptime and fast remediation of issues, particularly P1s and P2s, is paramount to customer experience, from BT’s customers to their customer’s end users. Similarly, the employee The Solution experience and satisfaction for BT Enterprise technicians has been elevated. By being able to According to Lewis Hardy, NetBrain checked all the quickly and with absolute confidence declare the boxes. NetBrain’s network automation solution provided network’s innocence, network technicians can now a truly end-to-end, technology agnostic platform, that help customers get to the actual root problems faster could enhance the resources currently in place, and and use their time much more efficiently. make their outcomes more predictable and measurable. In addition, NetBrain’s extensible data model allowed vast amounts of external context to be stored inside its The Results digital twin, empowering every operator to have the 360-degree view of every issue and take the most BT Data Services keeps a close eye on both individual informed actions possible. customer KPIs and incident change metrics. Today with NetBrain in place, Hardy reports BT is seeing marked The initial goal for the deployment of NetBrain for BT reductions in MTTR. This is particularly noticeable where Data Services’ customers was to establish the network there are interoperability issues between third parties operational and performance baselines and detect and multiple suppliers that lead to network issues where when the network deviates from the baseline, helping the impact of change and complexity of change calls them understand the business impact and get to the create a multiplicative effect. Hardy reports seeing quickest possible resolution. As BT Data Services strong ‘before and after’ differences and is realizing manages all types of network technology, NetBrain’s MTTRs decline by as much as 75% in some cases. standards-based openness was critical. Additionally, he reports seeing a 43% improvement in complex incident resolution time, with the average In BT Data Services’ Proof-of-Concept, Hardy worked duration reduced to two hours from three and one half. with the NetBrain team to establish baseline metrics to be able to compare before and after results with In all these cases, BT can export findings from these NetBrain. They began this process by indexing prior resolved cases into simple reporting documents suitable years’ MTTR/MTTI metrics for customer accounts for any audience. This assists in sharing findings with against after NetBrain has been deployed. Not only does internal and external stakeholders and creates the basis this provide the basis for ROI measurement, but also for a streamlined action plan for future incidents and ensures that learnings are captured at scale. And since tickets. Hardy emphasizes that the knowledgebase NetBrain understands the concept of ‘similiar’, learnings they’re building spans across multi-cloud hybrid from one account can be applied to the others. networks with individual branch CPEs, as well as the behaviors of various core applications on the network This type of knowledge sharing became a crucial aspect across different topologies. of the NetBrain value proposition to BT Data Services, especially in their shared services model where different engineers can be picking up tickets for networks that they may not have seen recently, or for the first time.