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

[Paul Stewart]

Solarwinds - ran trial of it, didn't impress me much...

Netsaint, Nagios, Big Brother - no thanks....

RT - prefer Cerberus over RT which isn't saying too much....:)

I have huge lists of possible software but looking for input on what people
are using in production and why more than anything else.  Perhaps I should
have made this clearer in my original posting.... Also, integration between
the applications is important...

Thanks,

Paul
 

-----Original Message-----
From: Gerry Boudreaux [mailto:gerry at tape.net] 
Sent: Saturday, July 07, 2007 11:59 PM
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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