As a member of the Corvil Technical Support team, I have a window into the ever-evolving use of the Corvil product by our customer base. The view we’re afforded through this window is essential for continuing to provide an exceptional level of customer care to our users, but it’s also one of the more interesting benefits we have. Paying attention to this view reveals how Corvil has changed from a nice-to-have troubleshooting tool to a mission-critical business resource.
Our early customers first viewed our device as a useful troubleshooting tool that complemented other tools already in use. In other words, Corvil was “nice to have”. Further, the Corvil device was the domain of the network team and not fully understood by others. Over time, however, network engineers quickly came to realize and appreciate the power of what they had deployed, often after using Corvil to investigate an issue their traditional tools had failed to adequately explain or, in many cases, even detect. These eureka moments were then queried with our Technical Support team the first time they were encountered, as users had not previously experienced the level of visibility they were now able to achieve. Our Technical Support team’s validation of these results helped increase the user’s trust in our device, and in turn, drove greater adoption within their organizations. Teams took notice of Corvil within these deployments, and this spurred them to the turning point—Could Corvil be something more useful and more powerful than just a troubleshooting add-on tool?
At this point, it’s widely known within the industry that wire data is the undisputed, independent and authoritative source of information about what’s happening in your network. Business organizations came to increasingly understand that “the wire don’t lie”. Instead of treating the network as one sphere of existence and the application layer as another, each to be monitored independently, they began to adopt Corvil’s unified approach to wire data analytics. Multiple tools looking for the same thing from different, often conflicting angles could now be replaced and unified. Application and Network teams could use a single, authoritative source to investigate issues that were impacting their business. Neutral territory had been found! Mean time to resolution (MTTR), previously measured in hours or days, could now be measured in minutes. This shift was immediately apparent to the engineers in our Technical Support team, impacting the configurations they saw and the team members involved.
The nature of Corvil implementations has changed. What was once purchased as an add-on is now a key component at the planning stage of business systems design. Corvil devices are deployed as key parts of organizational infrastructure, to be leveraged by a multitude of different teams. A resource that was once for the sole use of the Network team has now become integral to the daily life of Security, IT Ops, and Trading teams. Now, the cases our Technical Support engineers deal with are as likely to be raised by a business user as they are by a network engineer. One common thread running through these cases, regardless of who raises it: Corvil is mission critical.