Implementing a ticketing system and monitoring tools for EWS IT-Consulting:

With the increasing demand and a growing number of customers it was necessary to use a professional ticketing system for the treatment of customer requests and meet service-level agreements (SLA's).  Furthermore, we wanted a reliable monitoring tool for the monitored systems (servers, network components, printers ...).


Implementing a ticketing system and monitoring tools for EWS IT-Consulting:

Thus, we tested in the fourth quarter of 2008, some tools and programs for this purpose. Due to licensing costs, expandability, scalability, and interaction, we decided to take the combination of Nagios (monitoring system) and OTRS (ticket system). The linkage of the two products is very well supported, so alerts are occurring not only immediately converted into a ticket, but subsequent messages to automatically alert the appropriate ticket order.  We have set up for critical errors a SMS notification so that we can respond to this immediately. Using Nagios hardware components on the one hand, as well as software components are monitored.

Another advantage of Nagios is that systems can be monitored without installing an agent. 

By using these two products we have achieved the following benefits:

  • central help desk
  • Traceability of problems and their solution
  • uniform approach
  • Enforcement and monitoring of SLAs
  • ongoing active control system
  • faster response and time to repair
  • Improved service quality
  • Saving costs
 

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