CASE STUDY
automation it required. Its support for open
source Nagios plug-ins was also key, helping
to provide visibility into a broad range of
legacy and modern IT platforms.
Another key reason for choosing Opsview was
because it supports such diverse infrastructure
which is crucial for any MSP monitoring the
enterprise space. A significant number of
OST’s customers were undergoing Digital
Transformation initiatives and rearchitecting
applications to the cloud for cloud-native
deployments. OST found Opsview’s single
pane of glass invaluable in ensuring that all
applications running were performing well
and for the MSP it was also good news that
Opsview has developed integrations to the
cloud monitoring platforms from AWS, Azure
and Google so that all metrics could be seen
from a central environment.
OST felt a strong cultural affinity with
Opsview. “Opsview is somewhat similar to
OST and we like having partners that we have
a cultural connection to,” said Glenn. “We’re
both organisations that put our employees
first and that resonates with us personally.”
Automation success
OST hasn’t looked back since implementing
Opsview for ITOM. Automation is key to
the value of Opsview Monitor: it enables
monitoring and remediation of any issues
before they have been noticed by the
customer. In total, this has generated time
savings estimated at around 40%.
reporting, a data warehouse and plug-ins to
third-party platforms like the service desk.
Opsview offered everything OST was looking
for in an ITOM provider: a full feature-set at
approximately a quarter of the cost of rival
enterprise tools.
OST has scaled its business with Opsview
over the past seven years without having to
consider different systems according to OST’s
MSP Manager, Matt Glenn. Over that time,
as OST’s adoption of the SRE methodology
became more important, Opsview seamlessly
stepped in to support the insight, control and
www.intelligentcio.com
“When an incident is detected and there is
an actual outage, our response time to those
tickets is typically under five minutes and in
a lot of cases, it’s within one minute. That’s
because Opsview immediately creates the
incident in our service desk, then our paging
system immediately pages someone and
allows them to acknowledge it directly
from their phone,” Glenn explained. “When
they acknowledge the ticket, it is then
communicated to the customer. On average,
most of the incidents created out of Opsview
are resolved in 10 minutes.”
By automating and spotting incidents early
on, OST is also able to drive cost reduction.
The money saved has to then be reinvested
in the company to further improve service
levels and drive growth.
“In driving down costs, we can have one
person supporting a much larger number
of systems than we could before,” said
Glenn. “This means that we can hire more
knowledgeable and skilled people than
before to drive customer satisfaction,
enabling a great balance and growth.”
Other notable benefits of Opsview for
OST include:
• Single pane of glass visibility for a wide
range of legacy and digital systems –
including diverse cloud systems
• Scalability: One new customer runs
33,000 servers, which Opsview is helping
OST manage
• Reporting: Adds further value for the end
customer by enabling quarterly reviews of
their IT infrastructure use, capacity and
service levels
• Accountability: Direct integration of
Opsview into the OST ticketing system
enhances transparency with customers
and highlights the value of speedy
incident response
Having come so far already, Opsview
is right behind OST as it continues its
growth journey.
“We are a smaller organisation and we
provide services to organisations that are
much larger than we are. So, we have to go to
them and operate at their level,” said Glenn.
“Opsview represents to them an enterprise
toolset with enterprise capabilities. It shows
them that we’re enterprise-ready.” n
OST HASN’T LOOKED BACK SINCE
IMPLEMENTING OPSVIEW FOR ITOM.
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