Automation for Proactive monitoring- Solving Real-World Challenges

The BTC Team

Infrastructure Managed Services Series – Part 3

Ensuring security and efficiency in all areas of operation is at the forefront of infrastructure management, and BTC strives to ensure that our clients can have a comprehensive system to monitor their IT assets. We are committed to giving our customers the best experience possible when it comes to cloud-based infrastructure – through developing enterprise-level processes and tools that involve automation, we make sure our clients have optimized visibility and efficiency in all of their infrastructure decisions. 

We go above and beyond to make sure that even with complex challenges, our clients are making sound decisions on how best to secure and operate their IT landscape so it is available, reliable, resilient and secure. 

Through our series of blog posts, videos and webinars, we share real world scenarios involving our clients’ security challenges and how they were able to overcome them with our automated solutions. Our goal through this platform is to be a trusted resource so our followers can confidently make the right decisions when navigating their own similar circumstances.


How Proactive Monitoring Reduced Ticket Volume by 80%

In today’s digital world, a company’s success is directly linked to their ability to keep up with technology and proactively monitor their IT infrastructure and applications. Recently, we had a customer who was struggling with proactive monitoring of their IT environment. They had gaps in the monitoring agents installed on their servers, as well as incorrect configuration of Key Performance Indicators (KPIs). Fortunately, our team was able to help them through a series of steps that ultimately reduced their ticket volume by 80%, saving more than 100 hours of human effort. Let’s dive into how we did it.

The Audit 

Our first step was to conduct an audit of the customer’s environment. This allowed us to get a full understanding of what hardware and software components were in place and identify any gaps that needed remediation. We found that some servers did not have the necessary monitoring agents installed and other KPIs were not properly configured. 

Creating the Heatmap 

Once we had an accurate picture of the customer’s environment, we created a heatmap so they could better understand where their strengths and weaknesses lay. This enabled us to quickly identify any architectural or sizing issues that needed addressing. We also used this heatmap to provide recommendations for improving efficiency across the board.

The Solution

We suggested several solutions including hardware upgrades, high availability configurations, KPI configuration, and more efficient resource utilization—all designed to increase performance without increasing costs too drastically. By implementing these strategies, our customer was able to reduce ticket volume by 80%, allowing them to shift from reactive approaches towards more proactive methods for managing their IT infrastructure and applications.  

Interested to read more about solving real-world challenges? Check out Part 1-Automation for Infrastructure Security and Part 2- Infrastructure compliance of this series.

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