Managed Services Provider Innovation of the Year
Pulseway has always been a pioneer in offering mobile-first, cloud-based IT management solutions for managed service providers (MSPs). Pulseway offers a complete IT management solution stack that includes RMM, PSA, cloud backup, antivirus, and more. Our strapline is “Making IT heroes” and we do that by simplifying complex IT tasks. Our Mobile-first approach takes this further by allowing IT Technicians to do their job from anywhere via our full-featured mobile app. This flexibility, combined with simplicity, has made Pulseway recognized as a solution that allows MSPs to become more efficient and a key factor in their business development.
The innovation that has helped us deliver the most on improving efficiencies for MSPs is Automation Workflows. Our intuitive, visual interface drives a powerful and sophisticated workflow engine that allows MSPs to define auto-remediation paths that can include unlimited triggers, external scripts, and user-defined custom fields.
By allowing responses, however complex, to be defined for foreseeable issues, auto-remediation has benefits for both MSP and its customers. For the customer, this minimizes disruption as issues are dealt with often before the end-user notices, ultimately improving the service they get from the MSP.
For the MSP technicians, it reduces the time they are reacting to situations and allows them to proactively work on delivering higher-value services. From a business and operational perspective, the efficiencies gained by embracing auto-remediation, as well as automating routine tasks, means that new customers can be onboarded without the need for additional staff, or placing significant extra workload on the technicians. It also allows the business to expand, without impacting existing customers.
While many solutions may allow one response to a trigger event, Pulseway allows you to set unlimited, nested triggers and paths for an array of alerts depending upon your needs. You can be as detailed as needed but the real strength is in being able to create different layers of actions to take if the first triggered response does not resolve the issue. In effect, this can replicate the manual problem-solving process by working through a list of possible solutions to the problem.
The Pulseway intuitive, visual workflow editor means it is simple to start building workflows with its selection of dropdown menus for triggers and possible actions. The potential complexity that is allowed in workflow also means that the most experienced technician can define workflows to define advanced resolutions thus meaning their expertise can be spread across more customers than if they were resolving issues manually every time.
To show how the use of nested triggers can effectively replicate a manual problem-solving exercise let’s take a fairly common issue - a high CPU usage notification for an app server. A typical response to this would be to restart the IIS service and delete the notification. Most workflow solutions would allow you to define this step in a trigger, but if that is not the cause, then the problem will reoccur. So in effect, this isn’t resolving the problem, just delaying it.
With Pulseway workflows you could go on to define additional steps, e.g. you could define another trigger that will fire if the first step has executed but the high CPU usage notification has recurred within an hour (so likely to still be the original problem), that will try to kill the top running process and delete the notification. It is possible to define a further step that should the original notification appear again within the hour, you can run a script that will instruct the load balancers to divert traffic to a failover node and then send an email to an escalation distribution list that the node is malfunctioning.
Pulseway automation workflows support 15 standard triggers out of the box and these include common events such as low disk space, high CPU usage, ping error, service stopped, and user logged in. When any of these are selected in the editor, the user is then presented with a list of 16 actions including the ability to define conditions, as well as standard actions such as starting and stopping services and running a task.
To supplement the already powerful functionality of the workflow engine, you can define the running of external scripts as a trigger action to extend beyond the values within Pulseway. Additionally, you can define custom fields and use the output from these scripts to populate the custom fields giving further control.
Other actions include being able to run a pre-existing patch policy and sending a personalized email using values from within the workflow.
Pulseway aims to be a business partner to MSPs as well as a supplier of the technology they need to run their business. We believe the power of our automation workflows can make a real difference to any MSP that is monitoring their customers with Pulseway.