{"id":5571,"date":"2017-04-12T21:43:11","date_gmt":"2017-04-12T20:43:11","guid":{"rendered":"https:\/\/www.n-able.com\/?p=5571"},"modified":"2024-05-16T19:07:20","modified_gmt":"2024-05-16T18:07:20","slug":"proactive-it-management-practical-case-study","status":"publish","type":"post","link":"https:\/\/www.n-able.com\/es\/blog\/proactive-it-management-practical-case-study","title":{"rendered":"Proactive IT management: A practical case study"},"content":{"rendered":"

Being proactive with your IT management saves your customers time and money, and allows them to transform their IT infrastructures from a headache to an asset\u2014read our recent blog for more insight<\/a>.<\/p>\n

To find out how SolarWinds MSP can help with the transition from reactive to proactive IT management, we spoke to UK-based IT service provider\u00a0System Professional<\/a>.<\/p>\n

\u201cWe have been providing\u00a0remote network and server monitoring<\/a>\u00a0to clients since 2008,\u201d says Paul Thomas, Head of Infrastructure Monitoring. \u201cThe infrastructure monitoring role and responsibilities were historically split across members of the service desk\/support function, and all alerts were handled by multiple team members.\u201d<\/p>\n

Due to an increase in contracted MSP clients, a greater demand for IP device\/server monitoring, and a desire to provide an enhanced service to customers, the company created a dedicated monitoring team in October 2016.<\/p>\n

A total focus on monitoring<\/h3>\n

\u201cAs a team, we focus 100% on monitoring alerts and resolving issues for our contracted clients,\u201d explains Thomas. \u201cThis is part of a wider System Professional ethos to continually improve the service levels we provide to our customers.\u201d<\/p>\n

The dedicated team monitors more than 1,000 servers\u2014a mix of Windows\/Linux and virtual machines. In addition, more than 2,000 client workstations utilise the company\u2019s managed antivirus (AV) service. \u201cThe service is not just for client servers and workstations. We can also monitor SANs, switches, firewalls, NAS devices, ESX hosts and load balancers, and provide a comprehensive alerting and remediation capability,\u201d says Paul.<\/p>\n

To help them run the proactive management of their clients\u2019 infrastructures, System Professional installs the SolarWinds MSP advanced monitoring agent onto the client server(s) to initiate the service.<\/p>\n

\u201cOnce this is operational, the dashboard alerts the monitoring team and tells us immediately if a server has gone down, if it is using excessive resources, running out of space, or if key services aren\u2019t running,\u201d explains Paul.<\/p>\n

The team runs regular, scheduled tasks on a daily basis\u2014these typically involve monitoring disk space alerts and ensuring workstation AV definitions are up to date.<\/p>\n

\u201cWe provide a tailored service to our customers, so there are pre-agreed thresholds with each individual customer regarding available disk space,\u201d explains Paul. \u201cIf there is a reduction in the agreed limit, this is flagged on our dashboard, along with an email alert to the monitoring team. We then log a support case, investigate, and address the issue. Once resolved, the case is closed on our system.\u201d<\/p>\n

As each customer is different, some request a change control process around disk space allocation, while others simply request the monitoring team to resolve the issue as a matter of priority.<\/p>\n

Providing a comprehensive service<\/h3>\n

The SolarWinds MSP monitoring dashboard allows the System Professional team to provide a comprehensive service, with granular insights and reporting around the health and well-being of a customer\u2019s IT estate. Paul highlights some of the more specialized services and analysis the monitoring team provides:<\/p>\n

a)\u00a0Vulnerability Checks\u2014\u201cEvery monitored server undergoes a vulnerability check, which tells the team about any patches that are missing. We can then install them through our dashboard to\u00a0contracted patch management customers.\u201d<\/p>\n

b)\u00a0SQL PowerShell scripts\u2014Paul has developed a custom SQL PowerShell script to integrate within the SolarWinds MSP dashboard. It monitors and checks all client SQL databases\u00a0to ensure they\u2019ve been backed up within the past 24 hours.<\/p>\n

c)\u00a0System Professional cloud hosting platform\u2014The monitoring team also runs a monitoring check of all customer backup and replica copy jobs. This produces a report that integrates with the\u00a0additional hosting reporting tools utilized by the company\u2019s dedicated cloud team.<\/p>\n

The ability to have remote control of a customer environment, along with TeamViewer remote support integration, is a key element in providing a swift and timely response to a customer issue. Paul also highlights how key security concerns (for both the company and its contracted customers) are addressed, because \u201caccess to the SolarWinds MSP monitoring dashboard is protected with Two Factor Authentication (2FA).\u201d This means only designated System Professional monitoring team members can access the dashboard and initiate changes.<\/p>\n

Paul communicates with his customers on a regular basis, and has found some consistent benefits that clients feel they achieve with the service. \u201cAt a high level, IT Directors and Managers like the peace of mind that our service delivers. Knowing that a trusted IT partner is monitoring the health of their IT environment gives them one less thing to worry about, and allows them to focus on delivering new initiatives, projects, and value to their business,\u201d he concludes.<\/p>\n","protected":false},"excerpt":{"rendered":"

Being proactive with your IT management saves your customers time and money, and allows them to transform their IT infrastructures from a headache to an asset\u2014read our recent blog for…<\/p>\n","protected":false},"author":63,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"class_list":["post-5571","post","type-post","status-publish","format-standard","hentry","topic-msp-business"],"acf":[],"yoast_head":"\nProactive IT management: A practical case study - N-able<\/title>\n<meta name=\"description\" content=\"System Professional provides insight into how you can offer your clients a proactive IT management solution using SolarWinds MSP.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.n-able.com\/es\/blog\/proactive-it-management-practical-case-study\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Proactive IT management: A practical case study - 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