MANAGED SERVICES cloud
“WatchMouse keeps us on our toes,” said Woo. “We’re fundamentally
a transparent organization, and our community expects us to be that way. It makes us unique, inspires our community to keep contributing, and allows Wikimedia to continue to grow its knowledge base.”
performance and availability information reduces customer service contacts and fosters good will among the Wikimedia community of users and contributors.
“WatchMouse keeps us on our toes,” said Woo. “We’re fundamentally a transparent organization, and our community expects us to be that way. It makes us unique, inspires our community to keep contributing, and allows Wikimedia to continue to grow its knowledge base.”
The WatchMouse public status page has helped the organization strengthen its brand and credibility as a reliable information source with the media as well. “The media knows about the status page and that it’s a significant part of our communication strategy with users,” said Woo. “It demonstrates that we are committed to doing all we can to live up to our mission.”
Most importantly, WatchMouse has helped Woo’s team to more quickly resolve issues that interfere with that mission. “WatchMouse enables us to minimize gaps in access to essential information, so the information we gather and disseminate can continue to be used worldwide to help people expand and share their knowledge and conduct critical research.”
Improved service levels Founded over 20 years ago, MTI is a trusted expert in the provisioning of information infrastructure solutions. MTI works with more than 1,200 clients across EMEA, from global enterprises to local specialist businesses. The company’s 120 employees
successfully support more than 2,000 installations. MTI delivers storage, computing, virtualisation, cloud,
networking and data centre
solutions and services from its locations in the UK, Germany and France.
Challenge
In 2010, the company’s management team decided there was a strong business case for extending its successful MTI Insight business services division, to offer clients a new tiered service called MTI Care, which would include remote monitoring, alerting and analysis, as well as options for
remote management. With these services, MTI helps clients get timely notice when issues occur, and also receive proactive insights for detecting potential issues and minimizing the impact on users.
MTI Care promised significant new revenue streams for the business, but, also posed a significant risk: if the organization couldn’t meet the strict SLAs clients were offered, the company’s reputation would suffer. After all, clients, including major blue-chip organisations, would be relying on MTI for the continuous availability and performance of their entire IT infrastructures. Comprehensive and highly integrated IT monitoring capabilities were a must - hundreds of clients would be placing the ongoing health and performance of their IT systems and business critical applications in MTI’s hands. With time to market being of the essence, MTI needed a cost-effective third party solution, one that could support monitoring of storage, back up, networks, operating systems, servers, applications, virtualized resources and cloud infrastructures. This solution needed to deliver all the advantages of a packaged system, while providing the modularity required to enable effective and easy customisation of client reports.
Solution
Nimsoft Monitor, with its established reputation in the market, quickly became the preferred choice for MTI. Nimsoft Monitor offered a unified, holistic and granular view of the real-time status of clients’ entire IT infrastructures – including networks, servers, storage systems, applications, virtualized resources and cloud environments. As Richard Flanders, MTI’s Director of Product Marketing explained: “Prior to launching MTI Care in October 2010, we were already aware of Nimsoft by reputation and it became apparent very early on in our evaluation that we need look no further.”
Results
Nimsoft Monitor has been critical to the successful delivery of MTI Care since its launch in October 2010. Nimsoft Monitor provides MTI with the essential visibility and intelligence it needs to deliver continuous IT service availability and performance. With the solution, MTI staff can identify, troubleshoot and resolve issues in their clients’ IT infrastructures - and get insights needed to preempt issues from occurring in the first place. In addition, Nimsoft Monitor delivers effective service level management capabilities, equipping MTI staff with the comprehensive and customizable reporting that enables detailed analysis of where, when and how issues have occurred.
In September 2011, the company introduced its MTI Cloud consultancy and technology services business, which is also supported by Nimsoft Monitor. With Nimsoft Monitor, the MTI Cloud consultancy empowers a growing number of MTI clients to confidently evaluate and adopt private cloud computing initiatives.
“It would not be an exaggeration to say that, without Nimsoft Monitor, we would not have been able to offer our MTI Care service in the first place,” asserted MTI’s Richard Flanders. “Nimsoft Monitor is also playing a pivotal role in the delivery and fulfillment of our new MTI Cloud solution.”
May 2012 I
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