Network Fault Management with an Integrated Helpdesk

Quite a few cases of outages in the recent past: the Gmail outage caused by overloaded servers, Microsoft Sidekick’s data loss from a faulty server upgrade, Twitter’s DoS attacks etc.. Most of these cases could’ve been prevented if a more cautious approach was taken, the top guy considering all chances of failure and setting up backup facilities just in case something does go wrong. But then one can never be 100% disaster-proof.

It is times like these that IT teams truly appreciate a network fault management system having an integrated helpdesk:

• Quick access to device configuration records & knowledge base
• Automatic creation and assigning of trouble-tickets
  
• Immediate information on affected business services etc.

Organizations can drastically cut MTTRs by having their network monitoring system automatically assign trouble-tickets to concerned support personnel and with pertinent, ready-to-use IT information provided through the integrated helpdesk.

We met up with a customer at Cisco Live 2009 who was using OpManager along with ServiceDesk Plus and he had a lot to say on the powerful combine.

“I used a lot of products in the past but I don’t remember a product that was as useful as ServiceDesk Plus to administer all the problems that I have in my network and also the OpManager.. Sometimes when I have a server that’s unavailable, I can act before a user lets me know that I had a problem.” Jesse Gusmao Ferreira, from Hospital Samaritano, Sao Paulo, Brazil.

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