What type of system / help desk ticket software are you using to handle monitoring request that come in to your group?
I recently took over a NOC that handles monitoring for 7 different IT divisions throughout our organization and I have come to realize that there is no standardization on how to request a monitoring service of a node. System teams do it 1 one way, Network teams another and 3rd party vendors do it there way.
I am looking to find a system that will handle our monitoring request as well as to be able to create tasks (sub tickets) to make sure the devices are added to the correct tools, such as Orion NCM, Orion UDT, Cisco ACS, IP Management Tool and other tools that our NOC team over sees.
Help thoughts or inputs would be great, just trying to see how others handle things.
Also what are you using to management runbooks?