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Ethernet networks provide a connection between multiple computer systems to allow for the transfer of data. This is especially beneficial for businesses who may have multiple office locations or support staff that provide field service. In order to monitor network statistics within an ethernet network, businesses can use Remote Network Monitoring (RMON). RMON can help provide information on device behavior to evaluate system status and configuration.

RMON is implemented using remote monitors, also known as probes. Probes collect information and analyze packets and only transmit data when required which helps to reduce traffic. RMON can be run to analyze groups of manageable objects to monitor different parts of the Ethernet network. These  manageable groups are also referenced as RMON1 groups and are listed below:

Statistics: Utilization, collisions, and errors statistics
History: History of the statistics group
Alarm: Allows thresholds and sampling periods to be set that will trigger an alarm when specified conditions occur
Hosts: Host specific statistics recorded by MAC addresses
Hosts top N: Record of host statistics shown according to defined parameters
Matrix: Traffic history between hosts
Filter: Allows monitoring of defined packet data patterns
Capture: Data collected and sent according to the Filter
Event: Sends notifications for the Alarm group
Token Ring: RMON extension

RMON can allow for a business to monitor and manage network performance and usage remotely. This allows a business to ensure that everything is operating efficiently and can help with system security. Form 10 group has utilized managed services such as RMON in order to pre-emptively solve IT issues rather than reacting with the traditional “break-fix” model. This allows organizations to enjoy robust IT capabilities and uninterrupted services without needing to employ a large cadre of IT professionals. Combining the benefits of pre-emptive disruptions through managed services and responsive field service professionals to solve the on-site issues, we provide customized, turn-key solutions to our clients. Allow Form 10 Group to evaluate and implement a RMON solution that benefits your business  model.

https://www.thenetworkencyclopedia.com/entry/remote-network-monitoring-rmon/

https://en.wikipedia.org/wiki/RMON

https://www.ibm.com/support/knowledgecenter/en/SSGNTH_4.0.1/com.ibm.netcool_ssm_4.0.1.doc/rg/reference/appRMON1_overview_r.html

https://www.helpsystems.com/resources/articles/top-5-benefits-remote-network-monitoring

At Form 10 Group, training has been part of our DNA since 2005.  Whether its end-user instruction for newly installed computer systems or workflows and processes, we believe the selected approach is fundamental to getting the desired results.

We devised the LEARN methodology to specifically deliver training to adults within the workplace.

L = Leadership buy-in – organizational change is not possible without management commitment

E = Evaluation loop – constant assessment of curriculum, delivery method and facilitator effectiveness

A = Assistance – online help, FAQs, phone support, chat, peer-to-peer reinforcement

R = Repetitions – Instructor demonstrations and hands-on repetitions to reinforce key concepts

N = Needs assessments – evaluating the gap between current state and desired state

We have served corporate and government clients with custom training solutions designed to get results.  Change in the workplace can cause unease, which in turn can stifle adoption and/or lead to failure. We know that organizations cannot jump from wish to fulfillment without a solid training regime which is focused on realistic and achievable goals.  You might say we’ve LEARNed how to be a valued training partner.

The right training at the right time and in the right way is a goal for all organizations that have training needs. In todays world of professional services training solutions are available at the click of a button. But what type of training is right for your business needs is the first question that should be asked. First businesses need to identify if their need is instructor-led training (ILT) or computer-based training (CBT)/web-based training (WBT). Let us explore them both and see what the different types cover.

ILT (Instructor-Led Training) refers to training facilitated by an instructor and can take several forms. There is face to face training delivered at desired locations. There can be virtual live training that can be conducted online via webinar software or other virtual environments. Next we have private and public trainings, either on an as needed bases for companies or open to the public to let any member of the public to sign up.

ILT is at a pace that is tailored to the audience that is in front of the instructor. This can include hands on activities with the instructor going around the room and make sure everyone is understanding the objectives of the training. This can also be training with open Q&A and hands on after everything has been reviewed. There are many reasons why this is the go-to for most businesses, the biggest reasons are tailored reinforcement, an immersive experience and adaptability.

Computer-based training (CBT)/web-based training (WBT) is the next option for businesses to choose from. CBT and WBT are interchangeable terms for this training option. These self-paced on-demand courses can be tailored towards your business needs. They can be setup in advanced and changed on the fly as needed. The user can pause and research questions or take breaks as need. But what is missing here is the interaction and ability to have some assist with questions and hands on activities.

Form 10 Group has conducted ILT for customers and their various needs. We have found that this extra step of having a person makes the customers feel comfortable with the product. More time spent working with the customers in a face to face situation has proven value with repeat business.

Form 10 Group missed a SLA this month for mailing out a replacement part to a customer.  It was a simple mistake that occurred when a request arrived late on a Friday after the office was closed. There were a series of blunders and the ticket was missed on Monday due to other priorities. In my contract oversight role, it was a minor issue since it was the first missed ticket for that customer this month and the ticket was already resolved.  Additionally, the team was already addressing how to better triage Friday evening tickets.

The story would end there if it was not for the reaction I saw from the service team.  Each member was visibly upset that they let their fellow team members and the customer down.  I had seen this reaction before on other tickets.  However, I never really grasped that each member of the help desk, warehouse, and management team really cared this deeply about their role in supporting the customer.

I started to think about how this culture was created.  I quickly realized that our managers care about the customer, Service Team, and company.  The team members all see the management’s concern about service and they have embraced that.  Caring is contagious.  The team is excited when we have a flawless month with no tickets missing their SLA.  A big joke is that the reward for a perfect service month is a Blizzard from Dairy Queen.  The customer has even gotten in on the reward and wanting the team to get their Blizzard.  Yes, there are financial bonuses attached to goals for each team member, but that Blizzard is the visible reward they all share as team.  I am very proud of our Service Team and how much they care!

Managed Help Desk services have been around for a long time to help companies large and small with some of the simplest tasks to the most technical. But over the years many have chosen to outsource this service overseas. This has led to lengthy calls with sometime spotty connections and disruptions. You may even be transferred a half dozen times before you speak to someone that can actually help you. This is often frustrating and time consuming and customers take this into consideration when buying the supported product or service in the future.

So, in 2016 we had the “chatbot” phenomenon and it was a way for the industry to counter act the lengthy calls and spotty connections. This was truly the introduction of AI to help desk and we are not sure that it went well. Yes, many questions can be answered but does the customer truly feel supported by an automated system? Recent studies have shown that if customers reach someone on their first call and the issue is resolved they will be a repeat customer.

Form 10 Group has a team of driving customer service agents that can support your program. Many companies have their own internal IT staff that can use outsourced help desk services to support end user issues, these are typically repetitive with a limited need for advanced support. With the strategic advantage of operations on the east and west coasts of the United States we can support programs almost anywhere. We use ticket tracking software to make sure we are resolving the issues in the required SLA’s of your contract to ensure that both your company and the customer is receiving an excellent level of support.

A new buzzword in IT is the Internet of Things (IoT).  While there is a broad definition of what IoT devices are, a quick way to understand the category is classifying any device that is on your network that does not have a traditional keyboard and monitor as IoT.  Items in the home automation space are adding daily to the IoT.  These devices include thermostats, light switches, Amazon and Google devices, security alarms and so many more items.

The operating system (OS) for IoT devices has traditionally been programs like Android, Ubuntu, and Linux.  However, Microsoft recently released an IoT version of the Windows 10 platform. There are two segments of the Windows 10 IoT product- Core and Enterprise.  The Win10 IoT Core program is for simple devices that will only run a single application.  The Core OS is a very stripped down version of Windows 10 with very limited features.  The Win10 IoT Enterprise program offers a full function version of Windows 10 that can run multiple applications simultaneously.

Form 10 Group recently did a development project for a customer’s IoT device.  We led the OS selection team and decided on the Win10 Enterprise version of the IoT due to several applications needing to run in concert.  The benefits of the Windows IoT were very apparent; the customer applications worked correctly with no additional development.  The team was also able to use commercial off the shelf (COTS) remote management software to act as a service agent for the wide number of IoT devices. Windows IoT was also more price competitive than the full versions of Windows 10.  Currently, Windows 10 IoT is only available directly through original equipment manufacturers (OEMs) for install on your IoT devices.  However, there are several test versions available through Microsoft’s developer site.

Your development project needs can be serviced by Form 10 Group. We can help with the selection of IoT devices, such as Windows 10 IoT, as well as remote management software.

Written by Michael Banks, Managing Director