[c-nsp] ISP Network Monitoring/Helpdesk/Workflow Automation

[virendra rode //]

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Paul Stewart wrote:
> Hi folks...
> 
> Looking for suggestions for "management software".... Both as individual
> suggestions but also if there exists a product that does it all and
> integrates....
> 
> We have about 200 routers/switches (all Cisco) of which 100 are inhouse and
> the rest are at customer sites, 60-80 servers running Linux/Windows, and
> then about another 120 devices such as DSLAM's, UPS's, dial-up shelves
> etc.....  And I'm looking for a way to monitor them (with thresholds,
> alarms, escalations, etc)
> 
> On the "frontend" of the operation, we have about 45 people answering phones
> and talking to customers, not including the technical and field staff
> supporting them behind the scenes.  I want the information gathered from the
> monitoring system to become present in the "customer support" system so that
> when a customer calls in, if their SLA was effected by an outage or if we
> had a major outage that was effecting them then the information is part of
> their customer history.
> 
> Finally, I'm looking for some automation that when customer XYZ sends an
> email or opens a ticket through telephone, then the "system" will begin
> routing their information to the correct group automatically based on their
> "profile"....
> 
> I've looked at dozens of packages and still am not sure which way to go.
> Budget is secondary compared to finding the right product....  I have also
> talked with several companies such as HP, BMC, AdventNet and Cittio....
> 
> Today, we use JFFNMS (open source network monitoring) and Cerberus for
> helpdesk applications.... There is no automation, workflow routing, or
> customer histories in this setup.....
> 
> Thoughts or experiences to share?  What is everyone using if you're a
> service provider today??
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I would suggest[0] building your own network management tool(s). There
are plenty of open source tools that could be merged together.

In my opinion, there's no single (commercial or open source) package
that will address all your operation needs.


[0] present ROI to upper management.


regards,
/virendra


> 
> Thanks in advance,
> 
> Paul Stewart
> 
> 
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