7SIGNAL Customer - IBM | The Power of Proactive Troubleshooting

Introduction

This tutorial outlines the proactive troubleshooting strategies implemented by IBM, highlighting their experience with 7SIGNAL's products, Mobile Eye and Sapphire Eye. The focus is on how these tools enhance network performance, reduce troubleshooting time, and improve overall user experience.

Step 1: Understanding the Need for Proactive Troubleshooting

• Recognize that traditional troubleshooting methods can be slow and reactive.
• Identify common issues such as:
  • Internet connectivity problems mistaken for Wi-Fi issues.
  • Missing VLANs affecting user experience without immediate complaints.
• Acknowledge that many users may tolerate issues without reporting them, making proactive monitoring essential.

Step 2: Deploying 7SIGNAL Tools

• Implement 7SIGNAL’s Mobile Eye and Sapphire Eye to gain real-time visibility into network performance.
• Steps to deploy:
  1. Install client agents on user devices to collect data.
  2. Deploy sensors throughout the location to monitor network health continuously.
• Use the data collected to analyze network performance and identify issues before they escalate.

Step 3: Identifying and Resolving Issues

• Use insights from the deployed tools to uncover hidden problems:
  • Check for coverage holes in the 5 GHz band and adjust access points accordingly.
  • Investigate server authentication issues or typos in configurations.
  • Monitor for code bugs with existing hardware and software.
• Actions to take:
  • Perform regular audits using data from sensors.
  • Address issues like missing VLANs and update configurations as needed.

Step 4: Focusing on Strategic Initiatives

• Shift the focus of IT teams from troubleshooting to strategic improvements:
  • Allocate time to automation and analytics to enhance service delivery.
  • Utilize the time saved from troubleshooting to work on architectural enhancements.

Step 5: Integrating Automation with Tools

• Consider using automation tools like Ansible for network management:
  • Collect configuration data from devices to ensure compliance with global standards.
  • Automate deployment processes using standardized templates.
• Steps for integration:
  1. Develop a database to store collected data.
  2. Implement Ansible playbooks for configuration management.

Step 6: Building a Business Case for Investment

• Document all identified issues and resolutions to justify the investment in monitoring tools:
  • Create presentations showcasing problems solved and improvements made.
  • Highlight the ROI through reduced troubleshooting time and improved user satisfaction.
• Use pilot programs to demonstrate effectiveness in new deployments.

Conclusion

By adopting proactive troubleshooting methods with tools like 7SIGNAL’s Mobile Eye and Sapphire Eye, organizations like IBM have significantly improved their network reliability and user experience. The focus on automation and strategic initiatives allows IT teams to shift from reactive support to proactive management, providing a solid foundation for future network enhancements. Consider implementing similar strategies in your organization to realize these benefits.