Many systems today look at assurance purely at the device level, using port statistics, device status, syslogs, and other infrastructure or device-based telemetry data. While it is useful to understand and gain insight from the device perspective, these insights are reactive.
Likewise, in this scenario, the primary way for a customer or end user to discover that they are being affected by a network performance issue is still through a trouble ticket. However, if the customer has already taken the time to call or create a trouble ticket, IT support also shifts to a reactive mode, that is, chasing the issue.
In this blog, we compare some common approaches to managing network performance and reliability. We explore the capabilities of different assurance approaches that provide a view into the network experience of customers or end users, and how taking a more proactive and customer-centric approach can help you get ahead of problems.
Device-level warranties are useful, but not sufficient.
Device-level assurance is very good at detecting hard faults and providing insight, usually red or green. Red means the device is not performing as expected, while green means everything is fine. Gradual degradation is harder to detect, but from a customer or end-user perspective, when degradation occurs, the network slows down.
For example, a recent network analysis performed by one of our service provider customers found that even 0.53% packet loss can result in a 50% reduction in data or throughput. A 5-millisecond delay can result in a 10% reduction in throughput. Device-level insights are not effective at detecting quality of experience (QoE) issues and do not show the impact an issue may have on the customer. Red at the device level does not always mean the customer experience is being impacted, and green does not always mean everything is fine.
Service Level Assurance provides a proactive and customer-centric perspective.
Focusing on service allows you to understand how your customers are experiencing your network and the impact of performance delays. This allows you to take a proactive approach by continuously monitoring the end-to-end service experience.
Detailed measurement of KPIs such as packet loss detection of less than 1% and other one-way metrics can provide granular insight into what your customers are experiencing. Small amounts of loss can have a significant impact on time- or delay-sensitive services, and slowness perceived by your customers is measured in milliseconds.
Metadata is also a key component of service assurance. Metadata can include customer sites, regions, service classes, geographic coordinates, topology, or other details that add context to performance data and KPIs. This enriches insights and helps you understand relationships in performance patterns. For example, if you see that all customers with latency issues are passing through the same router, understanding that relationship can help you isolate possible root causes.
Machine learning algorithms and analytics can help you further correlate relevant data and pinpoint issues. You can also see into the future and predict performance by establishing a baseline for what is normal, detecting deviations, and taking proactive measures to prevent issues that impact customers.
Bring everything together with a unified view of your digital experience
A single view of device-level and service-centric assurance helps you save time and money while continually improving the digital experience for your end users. In fact, according to the Cisco 2024 Global Networking Trends Report, 75% of IT leaders plan to enable single-console end-to-end visibility across their network domains. Organizations that do this are empowering more proactive, customer-centric network operations with the ability to see, detect, and even predict customer-impacting issues, rather than reactively responding to issues only when end users call in and open trouble tickets.
An end-to-end view of service performance lets you focus on issues that impact customers and need to be prioritized. Combining device and service-centric assurance gives you a clearer understanding of what the real issues are and where they occur within your network.
Cisco Provider Connectivity Assurance (formerly Accedian Skylight) gives organizations the microsecond-level visibility and service-centric insights essential for critical enterprise connectivity and managing large, complex provider networks—the “ownership” aspect of global regional networks.
The result? Streamlined operations and seamless digital experiences in a carrier-grade environment.
Gain more insight into a forward-looking approach to assurance in our research paper.
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