BT, a global leader in communication solutions and services, has been working with NetIQ for nearly 10 years to manage internal servers and VoIP systems. With NetIQ solutions, BT is able to effectively monitor and manage internal operations to ensure maximum uptime and speedy resolution of service affecting issues. This has been particularly useful in monitoring service drop-outs in offshore locations, allowing BT to react to issues quickly that may otherwise have gone unnoticed indefinitely. NetIQ’s commitment to internal training for its customers has also resulted in BT engineers becoming highly knowledgeable NetIQ AppManager users. This has allowed BT to gain the maximum benefit from the relationship and utilise the full functionality of the product while achieving a very high return on its investment.

1. SUCCESS STORY
BT Continues to Work with NetIQ to Monitor
and Manage Internal Infrastructures and
Maintain Internal VoIP Networks
Executive Summary
Industry Description
BT is a leading provider of
communications solutions and services
in the world. The company operates in
more than 170 countries and provides
networked IT services; local, national, and
international telecommunications services;
as well as higher-value broadband and
Internet products and services.
Business Situation
BT has a massive global infrastructure
that is heavily reliant on internal
servers and large multivendor IP BT, a global leader in communication Factors such as IPT servers being
telephony (IPT) systems. BT requires solutions and services, has been working available and voicemail functioning
proactive performance monitoring with NetIQ for nearly 10 years to manage correctly are essential to effective
to help ensure any issues are internal servers and VoIP systems. With operations. The data networks needs to
quickly identified and remedied. NetIQ solutions, BT is able to effectively be running at maximum performance
monitor and manage internal operations and the call quality needs to meet
The NetIQ Difference
to ensure maximum uptime and end-user expectations at all times.
NetIQ® AppManager® for VoIP (voice
speedy resolution of service-affecting
over IP) provides a highly efficient
approach to IPT management, helping
issues. This has been particularly useful Security can also play a major role in
to proactively and quickly resolve VoIP in monitoring service drop-outs in IPT service, and there is a clear business
issues. NetIQ AppManager identifies offshore locations, allowing BT to react need to monitor VoIP security to
intermittent voice quality issues in real to issues quickly that may otherwise ensure availability and integrity. This
time and provides critical information for have gone unnoticed indefinitely. continuous management can be time
faster issue resolution. Comprehensive consuming and highly complex. NetIQ
reporting delivers trending analysis NetIQ’s commitment to internal training AppManager provides a comprehensive
and capacity management. This gives for its customers has also resulted solution for BT that manages, analyses,
BT significant time and cost savings in BT engineers becoming highly and diagnoses issues with the network
– and, more importantly, minimises knowledgeable NetIQ® AppManager® and automates key tasks to help ensure
adverse impact on end users.
users. This has allowed BT to gain the that VoIP is available and working at
NetIQ Products and Services maximum benefit from the relationship optimum efficiency at all times.
NetIQ AppManager and utilise the full functionality of
NetIQ AppManager for VoIP the product while achieving a very The NetIQ Solution
NetIQ AppManager for Avaya high return on its investment.
NetIQ Technical Services and Support BT first deployed NetIQ AppManager for
The Business Advantage VoIP in 2002 to monitor and manage a
Cisco Call Manager environment that
BT’s use of VoIP for internal included several thousand IP phones.
communications provides a significant Over the years this environment has
competitive advantage, but only if the grown exponentially in terms of size and
performance of the complex, multi- complexity and NetIQ AppManager now
vendor system is maintained effectively. monitors more than 40,000 IP phones in

2. Additionally, NetIQ AppManager Key Advantages for BT
integrates seamlessly into BT’s
Noel Morgan, Application Support
manager-of-managers so that the NOC
“NetIQ AppManager has has a single interface for monitoring
Specialist at BT, comments, “We have
been working with NetIQ for a long time
simplified our lives – allowing the entire IT infrastructure.
and the relationship just keeps getting
us to monitor a multitude stronger. As more of our operations
Working Together move offshore, it is increasingly
of Windows servers and to Throughout this relationship, NetIQ important for us to have a clear view
proactively identify potential and BT have been looking at new ways of service outages so we can address
to work together in order to offer the them as quickly as possible without
incidents across our platforms. best services to BT customers. NetIQ affecting the service we provide to the
With so many servers, we has provided specific customisation end user. What we are aiming for is a
to BT, including adding the ability to get-it-right-the-first-time approach.
benefit from full automation alert when emergency calls are active. Critical to our success is the ability to
of the 24/7 monitoring.” Over the past few years, BT has been automate many of our processes. Our
providing constructive feedback to NetIQ investments have enabled this
NetIQ, which has resulted in several to become a reality.” Noel Healy, Senior
Noel Morgan,
enhancements for NetIQ AppManager. Systems Management Specialist, NetIQ,
Application Support Specialist, BT
states, “It has been a pleasure to work
Evolving the Relationship closely with BT over the years and to
see the relationship evolve. With BT we
The most recent development have been able to continually develop
Cisco Unified Communications Manager
for the two companies has come our products to more closely meet their
clusters and Avaya CS 1000 systems.
about through Avaya. BT is Avaya’s specific needs. This has meant that
largest and most productive channel the continuing development of NetIQ
NetIQ AppManager monitors all
partner in EMEA. Due to the close AppManager has benefited from honest
aspects of the IPT environment,
relationship between NetIQ and BT, and constructive customer feedback.
including system health, usage,
the company is now an authorised The fact that BT has recently become a
performance, call activity, phone
reseller of NetIQ AppManager for reseller of our products is a testament
registrations, and call quality. Not
Avaya (heritage-Nortel) Solution to the strength of this relationship.”
only limited to the communication
and can deliver in-depth training on
manager or call server, NetIQ
how to use this NetIQ solution. BT Learn more today by contacting
AppManager is also set up to monitor
has already provided this solution your NetIQ partner or a local NetIQ
the gateways and voicemail systems.
to a number of large enterprises, sales representative, or by visiting
including healthcare organisations www.netiq.com for contact
and police forces across the UK. information in your area.
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