Customer Profiles
Orange County Teachers Federal Credit Union Exceeds SLA Guarantee with Eye of the Storm

Challenges
The Orange County Teachers Federal Credit Union's (OCTFCU) vision is to deliver worldclass personal service to members through its 100 automated teller machines (ATMs), 24-hour automated telephone transaction service, and online banking system. OCTFCU recognizes that delivering exceptional value means providing operational excellence by combining service with technology and continually streamlining procedures, business processes and IT systems.

To deliver upon the OCTFCU vision, IT Operations is responsible for guaranteeing the organization's stated service level agreement (SLA) of 99.5% availability of services. As OCTFCU added new branches, new Members, and new applications, its SLA slipped to an average range of 98.9 to 99.1% availability.

Additionally, IT Operations relied on a rudimentary tool to "ping" their applications to determine availability. This "ping" capability was not adequate for truly measuring service degradation, performance or failure. As Dave Lugo, OCTFCU network engineer, explains, "We determined that a state-of-the-art solution providing event correlation and reporting capabilities was required to monitor the overall performance of our networks end-to-end and to generate meaningful alarms if a network event occurred."

As a not-for-profit organization, OCTFCU found balancing growth in membership with member expectations and budgetary responsibility to be a challenge. They needed a solution that could 'manage itself' – be easy to use, Web-based, and require no additional resources.

OCTFCU's Challenges

• Network performance and availability problems impacted the guaranteed SLA requirement of 99.5%
• No end-to-end service monitoring, no meaningful alarms
• Budgetary constraints
• Lack of consistent, reliable reporting
• High levels of member service to maintain

The Solution
After reviewing several solutions, OCTFCU selected Entuity Eye of the Storm (EYE) as its infrastructure management solution because it provided provided performance, availability and resource management all in one tool and it offered the most useful information to the IT Operations team.

"We selected Entuity's EYE because it provided both event suppression and fault correlation. With EYE, we easily find where a problem is occurring without the system logging everything that is being affected. With EYE, we are not inundated with alerts; rather we receive intelligent, meaningful information and act quickly," explained Lugo.

Instrumental to OCTFCU's decision was that Entuity EYE consolidates and correlates three crucial operational disciplines using a centralized repository, a powerful analytics engine,presentation and notification and unprecedented reporting.

Read the Full OCTFCU Customer Profile>>