May 4, 2022

Expert Series: Large MSP Was First to Upgrade to DX UIM 20.4

This post is the first in a series featuring customers, partners, and Broadcom experienced DX Unified Infrastructure Management (DX UIM) users. We’ve asked these expert users to share their knowledge with the broader DX UIM community.

Today, our customer is a managed service provider (MSP) with a large footprint servicing large enterprise customers. Two infrastructure management experts with this MSP met with us to discuss the challenges of their jobs, how they use DX UIM, and share lessons learned.

What are the challenges you face in your job and as an organization?

During the height of COVID-19, one of our end customers was offering employment services. It was a once-in-a-lifetime load increase by 400% to 120,000 visits a day. With server monitoring from DX UIM, we were able to monitor and gain insight into where we needed to add capacity and most importantly, maintain a good customer experience.

Which DX UIM capabilities are your favorites? Which capabilities provide you with the biggest benefits?

It’s automatic probe deployment and bulk configuration in MCS (Monitoring Configuration Service). Once the server is registered, you can deploy whatever probe you want without intervention. You are in control and can configure what you want. It is drag-and-drop and easy to add and delete. You can do it all in the DX UIM user interface and don’t have to access the target machines. We have 4000 servers to manage and there is no way that can be done individually. We can group servers and set up the configuration for alarm thresholds, etc. by bulk.

How did the upgrade to DX UIM 20.4 go?

We were the first customer to upgrade to 20.4 after the beta. We had a few growing pains moving to 20.3 but the 20.4 upgrade was much smoother.

What benefits does DX UIM 20.4 provide to you and your end customers?

We like the custom dashboards for executives and role-based dashboards. It allows us to group all help desk servers together for developers and the application group so they can find issues fast. We are very happy PRD (Performance Report Designer) came back. It makes it a lot faster to develop reports and send user historical data.

How do you provide product feedback to the DX UIM product team?

Through the Broadcom Software customer design partnership, we have provided input on Alarm Console improvements, Office 365 probe improvements, and improvements on Azure monitoring.

What tips would you like to share with customers considering the upgrade to DX UIM 20.4?

Don’t stay on the old versions. Upgrade and always apply the latest hotfix. You will get a faster response from support when there is an issue.

Are there other best practices you would like to share with other DX UIM users?

Yes! If you have a problem, don’t open a ticket until you’ve checked the hotfix page and KB archive. Use the DX UIM community; I always read all the comments on posts.

If you are just getting started, begin with the basic probe. Understand what you are collecting. Don’t go crazy collecting everything. Identify the QoS (quality of service) metrics that you really want by getting requirements from your customers first.

Tag(s): AIOps , DX UIM

Jennifer Liharik

Jennifer is a senior product marketing manager for Automation solutions from Broadcom Software and enjoys helping customers gain business value from today's complex technology. Jennifer has worked as a product marketer, process improvement consultant, and strategic advisor in the B2B software, life sciences, retail,...

Other resources you might be interested in

Blog October 8, 2025

Nobody Cares About Your MTTR

This post outlines why IT metrics like MTTR are irrelevant to business leaders, and it emphasizes that IT teams need network observability to bridge this gap.

Read Blog

Blog October 8, 2025

Tag(ging)—You’re It: How to Leverage AppNeta Monitoring Data for Maximum Insights

Find out about tagging capabilities in AppNeta. Get strategies for making the most of tagging and see how it can be a game-changer for your operations teams.

Read Blog

Office Hours October 6, 2025

Rally Office Hours: October 2, 2025

The Rally Model Context Protocol (MCP) Server acts as a standardized interface for AI models and developer tools. Learn about this exciting new feature then follow the weekly Q&A session with Rally...

View Recording

Blog October 1, 2025

Why 1% Packet Loss Is the New 100% Outage

In an era of real-time apps and multiple clouds, the old rules about 'acceptable' network errors no longer apply. See why you need end-to-end observability.

Read Blog

Office Hours September 30, 2025

Rally Office Hours: September 25, 2025

Rally Office Hours delivers an essential product tip: Learn to transition from Legacy Custom Pages to powerful Custom Views. Plus, Q&A insights.

View Recording

Blog September 26, 2025

Defining the Network Engineer of Tomorrow

Read this post and see why the most important investment isn't in new hardware, but in transforming your team from device managers to service delivery experts.

Read Blog

Blog September 26, 2025

Harnessing AppNeta’s Browser- and HTTP-based Workflows to Track User Experience

AppNeta’s browser- and HTTP-based workflows let you see what users actually experience. Preempt issues before they become headaches for your end users.

Read Blog

Blog September 26, 2025

“Rego U” Recap: Why SPM Is Still Hot

Rego Consulting’s Annual Conference underscored why strategic portfolio management (SPM) is still essential. Leverage SPM to bridge strategy and execution.

Read Blog

Blog September 23, 2025

What's New in AutoSys 24.1: Built for the Modern Automation Landscape

See how AutoSys 24.1 is designed to streamline your daily tasks, accelerate troubleshooting, and simplify how you integrate with the latest technologies.

Read Blog