Monitoring Integration Services



Response Procedures & EscalationTOP top

YJT understands the complex challenges that MSPs and large enterprises face in getting consistent, repeatable responses from first-tier support engineers. We have developed a custom process to match monitoring alerts with predefined response procedure criteria in real-time, and then embed the procedure into alert notifications. This automation can provide numerious benefits to a service desk:

  • Scripted response text ensures consistent response actions from all engineers
  • Immediate reference to actions required leads to faster incident resolution, lower downtime
  • Detailed responses for first-tier engineers reduces the need for escalation
  • Consistent escalation lists ensure incidents are always routed properly, and as quickly as possible

CRM / Ticketing IntegrationTOP top

Successful service desks use CRM systems to track the progress of incidents via tickets, but the ticketing process doesn't have to be a chore. YJT has created solutions to integrate monitoring systems with multiple CRM services, making the process partially or fully automated:

  • Automatic, configurable ticket creation fed by monitoring alerts
  • Manually-initiated ticket creation with auto-populated fields
  • Bidirectional system feedback:
    • Ticket updates based on alert status changes
    • Alert updates based on ticket status changes
    • Ticket associations and ticket status visible and updated within monitoring interface
    • Ticket/alert closure (where desired)
    • Abstracted, extensible interface
    • Modularized CRM libraries
    • YJT can tailor the solution to work with your CRM of choice

Successful integrations which have been implemented in the past include:

  • Nimsoft & Autotask
  • Nimsoft & Sage SalesLogix

Please contact us for more information on using these solutions in your environment.


External Source IntegrationTOP top

A good monitoring implemention can become a necessary workflow tool for your NOC engineers. If incidents that occur in sources external to your monitoring system could actually be integrated with it, you could ensure that your processes are always followed. YJT has designed solutions to integrate multiple third-party tools with monitoring. Examples include:

  • External monitoring tool integration (bring systems under a single umbrella, control all alerts from one place)
  • Email integration: Automatically convert emails from other systems to monitoring alerts based on rules
  • Import trending data and alarms from other systems into a single, top-level management domain

Custom InstrumentationTOP top

Some services and applications don't lend themselves to being monitored by traditional means. YJT can work with all of your products, services, and applications to instrument and integrate them with your monitoring solution:

  • Native API integration
  • Web service integration
  • HTML/XML/Plaintext status web page parsing
  • Messaging layer (29West/Informatica, TIBCO, etc) analysis and integration
  • Database integration (input and/or output)
  • Command-line integration
  • Other