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Wide Area Networks (WAN) have become more prevalent with the expansion of global organizations. WANs have provided more geographical flexibility, shared resources, and have even eased the workload in most organizations when performing at optimal levels. Historically, however, such IT configurations have not been found to provide a measurable level of productivity despite the rapid advances in computing technology. This shortfall has prompted decision makers to explore the Knowledge Value Added (KVA) aspects of IT solutions to define the true return on investment associated with each adoption. The purpose of this study is to evaluate the impact of Cascade, a WAN optimization tool, within the context of the C4I helpdesk model. The actual repair portion of the WAN is beyond the scope of this research; however, the technical support process from notification to corrective action has been modeled and then reengineered to demonstrate the KVA benefits in optimizing the WAN with Cascade and Steelhead products made available through Riverbed Technology.