What is a federal credit union?

A federal not-for-profit credit union found Entuity had instant flexibility, quick implementation, and ease of use. Entuity provides both management and network engineers with reports on uptime, device availability, device inventory, and utilization. Entuity can also be easily integrated with other management solutions.

  • Increase in IT SLA availability to 99.75% and thus exceed the guaranteed target
  • Improved help desk call resolution with meaningful alarms, increasing the ability to care for members
  • Improved operational efficiency
  • Use intelligent reports to improve network utilization
  • Improved relationships with telecommunications providers and ISPs, increasing end-to-end performance and availability
  • Preventing business interruptions

Challenges

  • Network performance and availability issues impacted the guaranteed SLA requirement of 99.5%.
  • No continuous service monitoring, no meaningful alarms
  • Budget constraints
  • Lack of consistent, reliable reporting
  • Maintaining a high level of member care

Introduction for a Non-Profit Federal Credit Union

With a "people helping people" philosophy, this Federal Credit Union is a member-run, not-for-profit financial cooperative, one of the largest credit unions in the United States and the largest educational credit union with more than 260,000 members.

Their vision is to provide world class personalized service to members through their 100 ATMs, 24 hour telephone service and online banking system. The bank recognizes that providing exceptional value means delivering operational excellence through the combination of service and technology and the continuous streamlining of procedures, business processes and IT systems.

To make this vision a reality, IT Operations is responsible for guaranteeing the organization's declared Service Level Agreement (SLA) of 99.5% service availability. As Credit Union added new branches, new members, and new applications, the SLA dropped to an average availability of 98.9% to 99.1%.

In addition, IT Operations relied on a rudimentary tool to "ping" their applications to determine availability. This ping ability was insufficient to truly measure service degradation, performance, or outage. The network engineer explains, "We found that we needed a state-of-the-art solution with event correlation and reporting capabilities to monitor the overall performance of our networks end-to-end and generate meaningful alarms when a network event occurred."

As a nonprofit, it has been a challenge for them to balance membership growth with member expectations and budget responsibility. They needed a solution that could "manage itself" - easy to use, web-based and with no additional resources.