Stop Troubleshooting in the Dark

Apr 07, 2022
5 minutes
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How can you manage an IT incident when you don’t have visibility into your end-user experience? You need experience insights directly from users at their sites to support them when problems arise. Learn how this health insurance company uses Prisma Access, Autonomous Digital Experience Management (ADEM), to help their Corporate IT, Security and Network Services’ teams deliver a better work from home experience and face fewer disruptions with the business critical applications their workforce relies on.

Leading Provider of Healthcare Coverage for 80+ Years

Leading the way in supporting patient-focused care, this health insurance provider delivers coverage to more than 700,000 customers. After transitioning to remote work full time the business becomes even more reliant on applications to continue to collaborate and work efficiently across the company. In fact, they use multiple applications (both SAAS and private) that are mission critical to their business. As a result, IT wants to ensure the quality of services for users, wherever they are working, at home or in the office, is consistent and application performance bottlenecks are not hampering productivity.

Troubleshooting in the Dark

A remote workforce puts extra digital demands on the corporate IT, network and security teams who make remote work possible. IT can’t respond fast enough to the flood of questions and escalations from remote workers pouring into their help lines.

When it came to basic troubleshooting, IT and security managers typically had to log into multiple tools just to understand a fraction of their employees’ technology problems, which made their work unnecessarily time consuming. In addition, these existing monitoring tools provide them no visibility into their remote worker’s experience. When IT cannot see or understand what’s causing problems to occur, they are unable to resolve them. Many times IT routes user tickets to the network and security team for resolution, even when the root cause is outside of their control and within user’s purview, like the Device, WiFi, LAN or ISP. Not only do these inefficiencies and blind spots increase operational costs and MTTR outcomes, they also negatively impact employee productivity and ultimately business results.

Autonomous Digital Experience Management Integrated with Secure Access and Zero Trust Capabilities

The business rolled out Prisma Access, replacing their legacy VPN solution, and enabled ADEM to monitor and manage user experience. With Prisma Access, the organization enabled their workforce of 1,500+ employees to securely work from anywhere, while optimizing user experience with its integrated ADEM capabilities.


Using ADEM, help desk managers now quickly get insights that can help identify the cause of experience issues and resolve them. In fact, ADEM has helped reduce Tier 2 and 3 escalation calls by more than 60%. ADEM has helped the business in the following ways:

  • Deliver proactive IT: Solve problems before users submit support tickets. With data that is accurate and complete about users’ devices, network, applications, and the experiences of the end-users themselves, a proactive IT approach can lead to a future in which employees never have to suffer an IT issue or submit a ticket again.
  • Have instant visibility into root cause of problems and a 60% reduction in T2/T3 escalation calls: Instantly identify the root cause of experience issues, even ones within the user's purview (e.g. employee’s devices switching between multiple WiFi connections resulting in a poor application experience). IT managers can identify and resolve a problem quickly, without having to escalate to multiple teams or wait for an end user to report it. With the right insights and evidence from ADEM, there is no more ‘passing the buck’ between security, network and application teams and third party service providers regarding root cause which can draw out MTTR to weeks or months. After rolling out ADEM, this team saw Tier 2/ 3 call escalation calls reduced by more than 60%.
  • Resolve problems faster: When a user of Microsoft Teams, calls the helpdesk with “Teams doesn’t work” or “Teams is slow”, within a few clicks, IT can understand (for example) if their machine is running hot with high system CPU which can be resolved by closing unwanted applications or browsers, or if they are getting low wifi signal and need to move close to their wifi router.
  • Operational simplicity: ADEM is natively integrated with Palo Alto Network’s Prisma SASE and Zero Trust capabilities making roll-out as easy as possible. In just a few clicks, ADEM starts providing experience insights without the overhead of additional software download and complex installation procedures.

Users have high expectations that online tools and communication channels always operate flawlessly, regardless of where they work. In order to execute on this high standard of user experience, visibility into all available channels and a single pane of glass to watch over them is critical.

Diagnose and fix reported incidents in a flash, but also proactively resolve unreported issues and prevent them from happening in the first place with ADEM. Learn more about how ADEM can add value to your organization, in this ESG Global report, “Autonomous Digital Experience Management (ADEM) Yields Benefits Across the Organization.”


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