Case Study: Vignette achieves accelerated web content delivery and faster root-cause diagnosis with Riverbed AppInternals Xpert

Vignette and Riverbed Introduce Advanced Support Services to Accelerate Web Content Delivery

Vignette, a global provider of web experience solutions, faced growing pressure to ensure maximum availability and responsiveness for customers whose content delivery systems span heterogeneous networks of databases, web and application servers, and custom code. Because vendors traditionally support only their own products, Vignette’s Global Support team struggled with limited end-to-end visibility, frequent “fire-fighting,” slow root-cause identification, and costly, misinformed infrastructure changes by stressed clients.

To fix this, Vignette adopted Riverbed’s AppInternals Xpert (OPNET) for comprehensive, real-time application instrumentation, trained support staff, and developed triage templates and pilot deployments with key customers. The result: dramatically faster root-cause diagnostics (examples include finding a JVM issue in 60 minutes vs. days), resolution of 80% of low-hanging issues within 30 days, fewer incident iterations, improved customer satisfaction, and measurable ROI through avoided headcount and more proactive IT work.

Vignette