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Quantifying the performance of an infrastructure or engineering team poses a challenge to even experienced managers you can’t simply track the number of servers or switches deployed per day, or the number of patches applied by each administrator.
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No more “is something wrong with Exchange?” questions now they’ll know when Exchange is in trouble. And because the service desk is a customer-facing organization, service desk technicians will have real-time access to application and infrastructure problems that may cause a sudden increase in user calls. Now your service desk is aware of the issue without unnecessary action from the technical staff, which means engineering can still focus on resolving issues. As soon as your monitoring solution detects an event, the ticketing integration sends the necessary information (e.g., server name, alarm name, time, etc.) to your ITSM solution, which will create a record of the incident. In either case, many environments suffer from a lack of visibility into operations because technical staff (whether intentionally or otherwise) obfuscate technical problems.Īn integrated monitoring and ticketing system addresses this condition by automating the documentation of incidents. Maybe failing is a bit unkind let’s say forgetting instead. In the infrastructure world, engineers and administrators are notorious for two things: solving problems before they become outages, and failing to document the problems they solve. You’ll realize three benefits as a direct result of this integration: visibility into your operation, shortened service restoration times, and reduced blame-shifting among technical teams. Most notably, a monitoring solution should be able to integrate with an IT service management (ITSM) system to automate the ticketing process. When you evaluate a monitoring solution for your environment, consider the solution’s ability to integrate with other applications and services.