As unified communications (UC) and IT networks merge, companies tasked with managing them require smarter tools to keep systems running smoothly. With Virsae’s VSM, Massachusetts-based Integration Partners brings new intelligence to proactive service management for UC environments.
Some businesses find the job of managing their own systems so debilitating they seek relief from specialist network service providers – companies like Integration Partners – who expertly deal with the pain.
But in taking the load off clients, Integration Partners must process millions (literally) of real-time transactions to identify and prioritize problems, and fix them before they cause trouble.
The company uses IT service management system ServiceNow to keep staff focused on the right things.
However, a standalone UC monitoring tool that delivered alerts via email wasn’t helping. Staff had to copy and paste ticket information to ServiceNow and match incidents with alarms. So much for efficiency. And without a filter to catch irrelevant alarms, too much ‘noise’ was inadvertently included in workflow.
“We only want actionable items in the queue, so operations staff know exactly what they’ve got to do,” said Michelle Brockney, director of business operations at Integration Partners. “Asking staff to discern the nature of each alert and its importance wasn’t working – there was too much stare and glare.”