We are stuck with technology when, what we really want,
is just stuff that works. (D Adams)

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HelpDesk

If you have a substantial number of applications and IT infrastructure you also have the cost and complexity of managing the associated support processes. We often find that many support requests are logged into systems such as Remedy or Service Now, but often the same issue can be duplicated many times and it can be a tedious activity for your support staff to relate multiple tickets to the same incident.

We offer the Moogsoft AIOPS solution to enable:

  • Automated grouping of individual events into Alerts, and then grouping of multiple Alerts into situations that need to be investigated. This can reduce the number of tickets by >90%.
  • Automated probable root cause analysis based on similar situations that have been previously resolved.
  • The ability to store and reuse "fix scripts" that the support desk can immediately run to resolve repeating issues.
  • Bi-directional integration with your ticketing system so that the existing recording of issues is maintained

With the application of this processing then the cost of support service is reduced, problems are resolved more quickly, and the quality of the production system improves.


Network

Network Configuration Management is a key aspect of maintaining good service quality in a modern network. But if you are reliant on a CLI login to a network device to manage its configuration then you have an increased potential for mis-configuration and poor audit control on that device.

We offer the Logicvein Net LineDancer solution to enable:

  • Automated discovery and configuration backup.
  • Multi tenancy (where multiple subnets have overlapping IP ranges).
  • Terminal proxy auto login.
  • Inventory management.
  • Targeted changes.
  • Draft configurations.
  • Active redundancy.
  • CISCO PnP Support.
  • Unlimited network size.
  • API for NMS

Insights

Two immediate requirements for a distributed IT infrastructure are, firstly, to be able to rapidly investigate issues across a diverse range of technologies and, secondly, to have a flexible way of drawing out useful business reports without having to perform expensive upgrades or patches to existing applications. A rich source of data to perform these functions is available in the multitude of log files generated by each layer and server that delivers any particular application. Ingesting these into a log processing solution and then performing the required analysis means that there is zero impact on the application code itself. But there are important issues to consider when choosing a log processing solution. The most important is to realise are that an on-premise solution will require you to deploy, manage and upgrade an associated log server solution with issues such as security, fault tolerance and capacity planning to manage. And secondly, an open source solution will require you to provide a support team invested in learning and managing that log processing solution.

We represent the Sumologic Log Analysis solution as a Gold Partner. This is a cloud based implementation so you do not have to build and manage an on-prem system. And Sumo manage all the software upgrades, patches, security, fault tolerance, etc issues on your behalf. In addition, we can provide services around your implementation to assist in building a cross application debugging and a business analytics solution.

An actual Sumo instance is implemented in AWS with all the inherent flexibility that brings. But, as mentioned, Sumo staff manage all the server provisioning and management aspects. But this also means that, if you are deploying cloud solution to AWS, then the ingestion of AWS data from the wide range of AWS subsystems (like Cloudwatch, Cloudflare, Kubernetes, etc) is very simple to implement. If you are on another cloud infrastructure (such as Azure) then Sumo have also provisioned collectors so that similar data is easily collected. And, just to mention, on-prem logs can easily be forwarded to the Sumo solution.

Please give us a call to discuss your log processing requirements.