Integrated ITSM technology

Incident Management

Event Management

The following features are desirable for any Event Management technology:

• Multi-environmental, open interface to allow monitoring and alerting across heterogeneous services and an organization’s entire IT Infrastructure.
• Easy to deploy, with minimal set up costs.
• ‘Standard’ agents to monitor most common environments/components/systems.
• Open interfaces to accept any standard (e.g. SNMP) event input and generation of multiple alerting.
• Centralized routing of all events to a single location, programmable to allow different location(s) at various times.
• Support for design/test phases – so that new applications/services can be monitored during design/test phases and results fed back into the design and transition.
• Programmable assessment and handling of alerts depending upon symptoms and impact.
• The ability to allow an operator to acknowledge an alert, and if no response is entered within a defined timeframe, to escalate the alert.
• Good reporting functionality to allow feed-back into design and transition phases as well a meaningful management information and business user ‘dashboard’.

Such technology should allow a direct interface into the organization’s Incident Management processes (via entry into the Incident Log), as well as the capability to escalate to support staff, third-party suppliers, engineers etc. via e-mail, SMS messaging, etc.

Specialist facilities, or perhaps separate specialist tools, will be required for website monitoring. Such facilities must be able to simulate customer traffic onto the website and to report on availability and performance in relation to the ‘customer experience’.

Integrated ITSM technology is required that has the following functionality:

• An integral CMS to allow automated relationship s to be made and maintained between incidents, service request s, problem s, Known Error s and all other configuration item s.
• The CMS that can be used to assist in determining priority and aid in investigation and diagnosis.
• A process flow engine to allow processes to be pre-defined (including pre-defined incident model s, see paragraph 3.2.1.5) and automatically controlled – with flexible internal routing to all relevant support group s and external e-mail/SMS interfaces.
• Automated alerting and escalation capabilities to prevent an incident being overlooked or delayed.
• Open interfacing to Event Management tools, so that any failure s can be automatically raised as incidents.
• A web interface to allow self-help and service requests to be input via Internet/Intranet screens.
• An integrated KEDB so that diagnosed and/or resolved incident/problems can be recorded and searched to help in speeding future incident resolution.
• Easy-to-use reporting facilities to allow incident metric s to be produced and to facilitate incident analysis for Problem Management and Availability Management purposes.
• Diagnostic tools (either integrated or interfaces to separate products), as already mentioned under Service Desk.

Дата добавления: 2014-12-23