Corporate IT Solutions - Network Design Center

Corporate IT Solutions, Inc.

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Network Design Center

Network management portal

Trouble Ticketing Platform

Network management portal

The standard CIS network offering is a fully managed turn-key solution. Services provided include proactive monitoring of network uptime and SLA related statistics, as well as a single source of problem resolution for all network issues provided through the Corporate IT Monitoring platform. Once the network is turned up and live it is handed over to our Network Operations Center (NOC). The NOC proactively monitors the network and is constantly looking at the data that we collect looking for potential or current network issues. With the CIS network monitoring system any network problems generate alarms in the NOC and a trouble ticket is generated within 15 minutes of the issue and a CIS technician will then contact the site within 30 minutes to begin troubleshooting. We also have a system that counts events like latency spikes, interface restarts, packet loss events, etc and based on those events gives a score to each circuit. Any circuit that reaches an elevated health status will generate a performance alert and a trouble ticket will be generated. This queue is available for our customers via the CIS online portal. Even if these circuits are not having frequent down events we use this tool to be proactive with sites which are registering issues. The CIS support and engineering team will resolve circuit performance issues. Below is a screen shot of our network monitoring tool.

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Site Details

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Interface Details - Utilization

Trouble Ticketing Platform

CIS has developed a custom trouble ticketing system which allows for synchronous interaction between our technical staff and the end users help desk. It also provides a high level of customization in which the workflow for trouble resolution and time frames for each step of the process can be customized. Our customers can interact in real time with a ticket being worked and can add notes to the ticket in order to enhance communication between the CIS engineers and the customer help desk staff. Timers can be set to provide ticket updates to a customizable list of users via email or SMS. The system is designed to provide better issue resolution times as well as keep all involved parties up to date as we work through network related issues. (See screen shot of an open ticket below).

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Viewing, editing, closing a ticket online