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

[Daniel Hooper]

Just pay some uni grad code monkey to work and get everything the way you want.
 
The painful thing about commercial software products is you end up changing your business practices to suit the product, with a mixture of open source & some talent you can make it work seamlessly with your organisation and change it to suit as needed.
 
Some of the best ISP accounting / helpdesk / monitoring systems I've seen have been completely in house designs.
 
-Dan

________________________________

From: cisco-nsp-bounces at puck.nether.net on behalf of Gerry Boudreaux
Sent: Sun 08/07/07 11:58 AM
To: Paul Stewart
Cc: cisco-nsp at puck.nether.net
Subject: Re: [c-nsp] ISP Network Monitoring/Helpdesk/Workflow Automation



Since you know JFFNMS :-)

Also investigate solarwinds, netsaint, nagios, smokeping, bigbrother, 
mrtg, and there are several others.

There are also the commercial varieties also OpenView, NetCool etc. 
Which perform well and have scaleable architectures.

There are also many "ticketing" systems, among which is RT.. Others 
may suggest more.

Hope this helps!

G


On Jul 7, 2007, at 9:34 PM, 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??
>
> Thanks in advance,
>
> Paul Stewart
>
>
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