It’s a fairly common scenario. An end user calls the help desk about a problem he’s experiencing. He might say, “I can’t access the inventory application.” The worker has no idea why he can’t get to the application today when it worked fine yesterday. The help desk consultant collects the relevant information for the ticket, which then gets escalated to the network operations center that is the control center for the enterprise.
The technician assigned to the ticket doesn’t know if this is a true network problem, an application problem, or even something that is specific to that user’s workstation or environment. Narrowing the possible causes of the problem will require some investigation using various toolsets. Traditional network monitoring tools can tell if there’s anything wrong with a server, router, or switch on that user’s network segment. If those major components are fine, the hunt for the root cause gets underway. This can be time consuming in the absence of user-specific metrics.