Case Study: Palo Alto Networks Global Help Desk boosts productivity and cuts MTTR with Palo Alto Networks ADEM

Palo Alto Networks Global Help Desk cuts MTTR by 59% with Palo Alto Networks

The Palo Alto Networks Global Help Desk, supporting over 16,000 workers, faced a significant challenge due to a lack of visibility into user endpoints and home networks. This lack of insight made troubleshooting connectivity issues, especially those impacting the critical Zoom application, a time-consuming and reactive process for their global team.

Palo Alto Networks implemented its own AI-Powered ADEM solution, natively integrated with Prisma SASE. This provided a single pane of glass for observability, which streamlined troubleshooting and integrated with Zoom Quality of Service Subscription data. The solution delivered a 59% reduction in MTTR for network and application issues and reduced Zoom troubleshooting steps from 20 to 4, dramatically improving help desk and end-user productivity for Palo Alto Networks.

Palo Alto Networks Global Help Desk