Case Studies Keystone IT Prevents Downtime Using Proactive Ticket Monitoring via Continuum/Autotask Integration

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	Keystone IT Prevents Downtime Using Proactive Ticket Monitoring via Continuum/Autotask Integration

Keystone IT Prevents Downtime Using Proactive Ticket Monitoring via Continuum/Autotask Integration

Technology Category	Application Infrastructure & Middleware - API Integration & Management Functional Applications - Remote Monitoring & Control Systems Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries	Education Healthcare & Hospitals
Applicable Functions	Business Operation Facility Management
Use Cases	Predictive Maintenance Remote Asset Management Remote Control
Services	Software Design & Engineering Services System Integration
Challenge	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. Read More
About Customer	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. Read More
Solution	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. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Functional Applications - Remote Monitoring & Control Systems

Platform as a Service (PaaS) - Connectivity Platforms

Applicable Industries

Education

Healthcare & Hospitals

Applicable Functions

Business Operation

Facility Management

Use Cases

Predictive Maintenance

Remote Asset Management

Remote Control

Services

Software Design & Engineering Services

System Integration

Challenge

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.

About Customer

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.

Solution

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.

Impact #1	The integration of Continuum and Autotask resulted in quicker response times and optimized workflows.
Impact #2	Keystone IT was able to provide extended value to clients by identifying problematic assets or devices that might affect the client’s bottom line.
Impact #3	The seamless integration ensured minimal downtime, with only about five minutes of disruption during the merger process.

Impact #1

The integration of Continuum and Autotask resulted in quicker response times and optimized workflows.

Impact #2

Keystone IT was able to provide extended value to clients by identifying problematic assets or devices that might affect the client’s bottom line.

Impact #3

The seamless integration ensured minimal downtime, with only about five minutes of disruption during the merger process.

Benefit #1	Continuum discovered and reported on 33% of Keystone IT's total ticket volume as proactive monitoring, equating to an average of 635 issues identified each month.

Benefit #1

Continuum discovered and reported on 33% of Keystone IT's total ticket volume as proactive monitoring, equating to an average of 635 issues identified each month.

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Overview

Keystone IT Prevents Downtime Using Proactive Ticket Monitoring via Continuum/Autotask Integration

Operational Impact

Quantitative Benefit