Evolv Networks Boosts IT Management Offering with Autotask and N-Central

Evolv Networks has positioned itself as a leader in the SME management space through the deployment of leading Professional Services Automation (PSA) and Remote Monitoring and Management (RMM) systems.

The revamped evolv networks Service Desk offering utilises Autotask as the PSA solution and includes capabilities such as contract management, integrated change management database (CMBD), reporting on CMDB devices and their related tickets and project management, to name a few.

Other services extend all the way to onsite IT departments that can leverage the Autotask functionality to manage their in-house tickets/queues and transfer tickets seamlessly to and from evolv networks.

“The scope of our Service Desk offering and the value it adds to our customers is massive,” says Gerhard Conradie, MD at evolv networks. “Reporting on individual user/devices ensures that patterns are easily discovered so that corrective action can be taken. This saves the customer valuable time and money while ensuring that we remain vigilant in driving down issues and support costs. Queue management and escalations also ensure that customer issues are resolved within our SLA commitments.”

The RMM offering utilises N-able N-central, which manages the discovery and monitoring of network devices ranging from servers to workstations, as well as manageable devices such as routers and switches. Through availability and performance monitoring, issues are logged and the system takes corrective self-healing action to resolve the issue where possible. N-central also populates the Autotask database with the discovered devices and automatically logs tickets against these devices. This allows for rapid preventative issue alerting and resolution as well as a detailed ticket history to identify the root cause of issues.

The management offering is rounded off by an enterprise reporting system that generates value added reports such as executive summaries (high level infrastructure overview information such as back-ups, patching, utilisation and growth), technical summaries (utilisation trends and service availability), life cycle management and numerous additional reports. The reports also highlight how the proactive programs and preventative maintenance systems are effective in resolving issues before they cause system downtime, a clear differentiator compared to other IT providers.

“N-central allows us to monitor services ranging from virtualisation environments like VMware ESX/ESXi and network devices from a performance and hardware health perspective,” says Francois Conradie, Technical Director at evolv networks. “The powerful reporting and event correlation engine give us the ability to predict failures as well as growth requirements and allows us to budget for hardware replacement and upgrades.”