Case Study: World's Leading Communications Service Provider achieves unified SD-WAN and IP/MPLS visibility with VMware Smart Assurance

Global MSP Optimizes SD-WAN Management for Major Service Provider Customers

A global managed services provider (MSP) supporting one of the world’s largest communications service providers (CSPs) faced a growing challenge: its mature tools for IP/MPLS networks could not effectively monitor or troubleshoot VMware SD‑WAN (VeloCloud) overlays. The disconnect between physical and virtual network domains forced engineers to use multiple disparate tools and manual spreadsheets to identify whether incidents were in the underlying infrastructure or the SD‑WAN layer, risking SLA breaches for tens of thousands of enterprise users.

By integrating VMware Smart Assurance with the VMware SD‑WAN Orchestrator, the MSP gained a single pane of glass for dynamic discovery, automated root‑cause analysis and end‑to‑end mapping of physical and virtual network relationships. The solution unified multi‑customer management, prioritized incidents by customer/site/SLA, integrated with ServiceNow for automated ticketing, and dramatically reduced troubleshooting time—improving reliability, protecting revenue and increasing customer satisfaction.