Definitions. Monitoring and control

Monitoring and control

The measurement and control of services is based on a continual cycle of monitoring, reporting and subsequent action. This cycle is discussed in detail in this section because it is fundamental to the delivery, support and improvement of services.

It is also important to note that, although this cycle takes place during Service Operation, it provides a basis for setting strategy, designing and testing services and achieving meaningful improvement. It is also the basis for SLM measurement. Therefore, although monitoring is performed by Service Operation function s, it should not be seen as a purely operational matter. All phases of the Service Lifecycle should ensure that measures and controls are clearly defined, executed and acted upon.

Monitoring refers to the activity of observing a situation to detect changes that happen over time.

In the context of Service Operation, this implies the following:

• Using tools to monitor the status of key CIs and key operational activities
• Ensuring that specified conditions are met (or not met) and, if not, to raise an alert to the appropriate group (e.g. the availability of key network devices)
• Ensuring that the performance or utilization of a component or system is within a specified range (e.g. disk space or memory utilization)
• To detect abnormal types or levels of activity in the infrastructure (e.g. potential security threat s)
• To detect unauthorized changes (e.g. introduction of software)
• To ensure compliance with the organization ’s policies (e.g. inappropriate use of e-mail)
• To track outputs to the business and ensure that they meet quality and performance requirement s
• To track any information that is used to measure Key Performance Indicator s (KPIs).

Reporting refers to the analysis, production and distribution of the output of the monitoring activity.

In the context of Service Operation, this implies the following:

• Using tools to collate the output of monitoring information that can be disseminated to various groups, functions or processes
• Interpreting the meaning of that information
• Determining where that information would best be used
• Ensuring that decision makers have access to the information that will enable them to make decisions
• Routing the reported information to the appropriate person, group or tool.

Control refers to the process of managing the utilization or behaviour of a device, system or service. It is important to note, though, that simply manipulating a device is not the same as controlling it. Control requires three conditions:

• The action must ensure that behaviour conforms to a defined standard or norm
• The conditions prompting the action must be defined, understood and confirmed
• The action must be defined, approved and appropriate for these conditions.

In the context of Service Operation, control implies the following:

• Using tools to define what conditions represent normal operation s or abnormal operations
• Regulate performance of devices, systems or services
• Measure availability
• Initiate corrective action, which could be automated (e.g. reboot a device remotely or run a script), or manual (e.g. notify operations staff of the status).

Дата добавления: 2014-12-23