WolfTrackTM
Monitoring, IT Automation and
Network Management
The WolfTrack™ System is a collection of tools and software
technologies that we use to monitor and manage our clients'
networks and computer information. Some parts of WolfTrack were designed by our own
Network Engineers and
custom-written by our own Software Developers. Other parts of
WolfTrack are based on IT Automation and Network Management
software technology from Kaseya
– a leading provider of software technology for IT Solution
Providers.
The following provides a brief summary of some of the
technologies, features and services that we provide to our
clients using the WolfTrack System. For more details, please
contact us.
Case Management
All Service & support requests from our clients are tracked and documented through the WolfTrack system – the
problem, the solution, and everything in-between.
WolfTrack allows us (or you) to create "cases" for new support requests; provides work queues to organize,
prioritize, manage open cases; document solutions; and close cases. Clients can open a new support case via email or telephone.
Our Helpdesk & Support Team can respond faster (which helps reduce your cost), using the powerful SpeedSearch
knowledgebase in WolfTrack. We can quickly recall past support cases, problems, resolutions, etc. — all to help our clients
get what they need, faster.
Software License Management
Using WolfTrack, we track and document your software license
information, including: vendor (i.e. Microsoft, Symantec, GFI,
SonicWALL, etc.), software products licensed, number of licenses, installation key codes, and maintenance/support contract expiration/renewal dates.
We renew maintenance/support subscriptions at the scheduled
time - so that our clients can be confident their agreements
won't expire. Copies of all license certificates and renewals are always
provided to clients, and periodically a License Summary
Report is also provided.
Network
Operations Center and WolfTrack Agent
Our WolfTrack Network Operations Center (NOC) consists of server
hardware and software running at our office. Our NOC integrates with a small, lightweight application
(called the “WolfTrack Agent” software) that is installed on
each server and each desktop/laptop for our clients.
The WolfTrack Agent software communicates with the NOC on a
regular basis – via a secure Internet
connection – to send and receive data, receive commands and
instructions, and provide feedback.
After the initial installation, a “W” icon appears on the system tray – letting you know that the WolfTrack Agent software
is installed.
Comprehensive Monitoring
The WolfTrack Agent Software
allows us to pro-actively
monitor servers, desktops and laptops (located in your office, as
well as those in the field). When any significant events occur,
an alert is generated, and we are automatically notified. Some
examples include: tape backup failure; disk image failure;
unexpected computer shutdowns; disk drive errors and warnings;
low free disk space; stopped Services; out-of-date virus
definitions; critical event log entries; power-related events;
and more!
With this information, we are able to pro-actively address
the issues - thus
allowing us to prevent/minimize the problems, unexpected downtime, and
business interruptions that can occur if those issues go
undetected.
Scripting - Recurring Pro-Active Maintenance and Performance
Optimization
Using the scripting technology in the WolfTrack System, we
are able to instruct the WolfTrack Agent software to regularly
perform pro-active maintenance tasks and performance
optimization tasks for servers and for desktops/laptops, during
off-peak hours. A few examples include: reboot desktop PCs;
delete temporary operating system files; delete temporary
Internet files; perform disk defragmentation (“defrag”)
operations (to optimize file storage and improve disk speed);
analyze hard disk drives and query S.M.A.R.T. drive status (to
detect and report on indicators of reliability problems and
predictive failures).
By performing these types
of tasks regularly, we improve and optimize the performance
of servers and desktops/laptops – enabling Windows and the
computers to work as fast as possible. By performing these types of tasks in an
automated fashion, we are sure they occur on a regular
basis, and we decrease the need to spend our consulting
time on manually performing these tasks during our scheduled
onsite visits. This allows our onsite Network Engineers to have the
opportunity to focus on higher-level tasks.
Scripting - Periodic, Ad Hoc, As-Needed
We can use the WolfTrack technology to make
certain types of global changes to many servers and
desktops/laptops, all at the same time. Some examples include: Making registry changes to all servers or PCs to address a newly published vulnerability;
installing software applications and version upgrades (such as
antivirus, Adobe Acrobat, Java, disk imaging); installing Service Packs
for Windows Servers, Windows desktops (XP and Vista), and
Microsoft Office.
These kinds of tasks can be scripted
and scheduled to occur during evenings/weekends. This reduces the business interruptions caused by multiple computer
reboots related to making these changes during our scheduled
onsite visits. And it can free-up some of our time during the
onsite visits so the Network Engineer can have the opportunity
to focus on higher-level tasks.
HelpDesk Remote Control
The WolfTrack System includes remote control and file
transfer capabilities. This allows our HelpDesk to securely
connect to your server/desktop/laptop whenever you require
support – with fast connection times and simple end-user
connection procedures.
Asset Management: Hardware and Software Auditing and Reporting
Keeping track of all the network hardware and software
(“assets”), and the constant changes that occur, can be a
daunting task – and it gets more difficult as the network
expands beyond the walls of your organization to laptops, remote
offices and even employee home-offices. The Asset Management
feature of the WolfTrack technology solves this problem by
providing comprehensive auditing and reporting, of hardware and
software, for servers and desktops/laptops.
The WolfTrack Agent software automatically audits and reports
information about each computer’s hardware to the centralized
database at our Network Operations Center (NOC) on a recurring
basis. Examples of hardware information collected include:
manufacturer; model number; serial number; motherboard type;
memory capacity and memory installed; processor; hard disk drive
type, size and usage; adapter cards; network configuration
information; and more!
The WolfTrack Agent software also automatically audits and
reports information about the software installed on each
computer on a recurring basis. Examples of information collected
include: the name and version of applications installed;
installation path; Microsoft product key codes; listing of
Add/Remove Programs; and more!
This information is helpful to our clients in many
ways. The WolfTrack Asset Management technology provides us
with the ability to completely automate all system audit
functions. By performing these auditing tasks on a recurring
basis, we keep asset inventories up-to-date and accurate at
virtually all times. By performing these auditing tasks in an
automated fashion, we are sure they occur on a regular
basis.
Patch Management: Auditing, Reporting,
Deployment.
It can be a very difficult and time-consuming process to keep every
server and every desktop/laptop up-to-date with the latest
Microsoft software patches. Using features of the WolfTrack
System, we are able facilitate “Patch Management”
– the process of discovering, identifying, downloading and
installing Windows Updates.
Automated and recurring background scans assist us in quickly
knowing which patches are available/missing and which patches
are installed – for both servers and for desktops/laptops. We
periodically provide audit reports to you showing the patch
status.
The WolfTrack System provides us with a centralized database
where all computers, for all of our clients, can check to see if
a particular patch is “Approved” for installation, or “Denied”.
We mark updates as Approved or Denied based on results of our
internal testing, as well as postings and feedback available to
us in public and private newsgroups.
Once WolfTrack knows the “patch status” of a computer (from
the daily background audit), it checks to see if any of the
missing patches have been approved for installation. The
WolfTrack Agent software periodically deploys the “Approved”
patches to the servers/desktops/laptops, while simultaneously
blocking any “Denied” patches from being installed (preventing
patches that we know introduce problems from being automatically
installed).
Patch installations are scheduled to occur during off-hours,
which helps to reduce the business interruptions caused by
multiple server reboots related to applying patches during
business hours.
User Portal
If desired, our clients' in-house Network Administrators can be given the
ability to login to the WolfTrack system (web-based interface)
and securely access certain modules and report information (for
only their computer systems, of course). Introductory training &
review classes are offered periodically.
Reporting
A wide array of reports are available, including: machine
summaries, hardware inventory, software installed, patches
installed/missing, disk utilization, performance monitoring,
and more. These reports can
be run at any time by Wolf Consulting staff, or by in-house
Administrators via the User Portal. Additionally, several
management-level reports are automatically emailed to our main
contacts at each client on the first day of each month.
Make Wolf Consulting, Inc. your first call.
Our WolfTrack™ System is just one of the many reasons why Wolf Consulting, Inc. is the premier
IT outsourcing company for small and mid-size business in the Greater Pittsburgh area. To become a client
or for more information about our services, call 724-325-2900 x4, or contact us
today.
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