Keystone IT Prevents Downtime Using Proactive Ticket Monitoring via Continuum/Autotask Integration
公司规模
SME
地区
- America
国家
- United States
产品
- Continuum
- Autotask
技术栈
- API Integration
- Ticketing System
- Network Operations Center (NOC)
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
- Digital Expertise
技术
- 应用基础设施与中间件 - API 集成与管理
- 平台即服务 (PaaS) - 连接平台
- 功能应用 - 远程监控系统
适用行业
- 医疗保健和医院
- 教育
适用功能
- 设施管理
- 商业运营
用例
- 预测性维护
- 远程资产管理
- 远程控制
服务
- 系统集成
- 软件设计与工程服务
关于客户
Keystone IT, based in St. Louis, Missouri, has been servicing clients within the healthcare vertical since 2001. As a Managed Service Provider (MSP) and a Continuum partner since 2009, Keystone IT plays a critical role for its healthcare clients, which include large medical facilities and hospital systems. The company expanded its client base and capabilities after acquiring Cogent Innovators, another MSP specializing in healthcare and education. Keystone IT relies heavily on Continuum’s platform, supported by over 650 Network Operations Center (NOC) technicians and 125 Help Desk staff, to ensure the reliability and efficiency of the systems they manage.
挑战
Keystone IT faced the challenge of improving operational efficiencies and workflows with minimal downtime or gaps in monitoring for systems that human life is dependent upon. The company needed a solution that would allow for a fully integrated ticketing system and merge both company’s databases and assets after acquiring another MSP, Cogent Innovators. The integration had to be seamless to ensure no disruption in service, especially given the critical nature of their healthcare clients' operations.
解决方案
Keystone IT built upon its established relationship with Continuum and Autotask by migrating to a new API integration. This integration allowed for a seamless merger of ticketing systems between Keystone IT and Cogent Innovators, ensuring minimal downtime and uninterrupted service. The API-based integration provided enhanced workflows and better monitoring capabilities, which were critical for the healthcare systems they support. The integration was configured and launched successfully in May 2014, providing Keystone IT with the confidence that alerts would trigger the necessary actions to remediate issues promptly.
运营影响
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