End to end monitoring

With company systems growing and developing and services getting more numerous and complex, rapid manual diagnostics and troubleshooting have become almost impossible. This brings about the increase of downtime and financial losses.

#TYPICAL SITUATION

9:36

Loss of power on site

9:54

Operator calls the Help Desk to complain about failure to attend customers

10:03

Help Desk escalates a request to the Application Administrator

10:17

Application Administrator fails to detect web accessibility and passes the request on to network engineers

10:44

Network engineers contact the operator to qualify the problem

12:07

The problem is located – there is no power on active equipment. Request is escalated to Service Department

Solving the problem takes 1-8 hours Negative reaction of users Negative reaction of clients and financial losses “Mid-level” specialists are involved

70%
of emergency and off-nominal situations in modern IT infrastructure functioning are caused by incorrect actions of the service personnel
Uptime Institute Professional Services is the only licensed organization to certify projects of data centers, built-in technologies and workflows in accordance with Uptime Institute TIER classification and criteria of sustainable work continuity.

#IF IN IT/APCS

THERE IS NO certainty

that a request will be responded on time
h

THERE IS NO understanding

of interconnections and the extent of incident’s influence on business

THERE IS NO documenting

of incidents
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THERE IS A RISK to find out about

a problem too late
~

THE PROBLEM becomes obvious

only after a user informs about it, when the situation gets critical

THERE IS A RISK to get

long downtime of business services
IT IS CRUCIAL TO HAVE AN INFRASTRUCTURE MONITORING AND CONTROL SYSTEM

SYSTEM #ENSURES

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24/7 monitoring

of all important parameters of service performance

centralized control

of all parameters of infrastructure and systems that are involved in service delivery

notification of personnel and clients

in case of risks or emergency

reduction

of operating costs and reputational losses

#NEW TYPICAL SITUATION

9:36

monitoring system received notification about power fail in UPC input

9:47

On the basis of incident’s impact qualification there is created an automatic request with priority and all needed information (date, time, degree of impact on infrastructure) for a service department employee

10:23

An executive of the service department corrected/eliminated the problem

N

Classification and escalation of the problem to the relevant contractor company/department takes up to 15 minutes Incident can be solved before a user can feel its impact or faces Service failure No “mid-level” employees and no costs on their services

INTEGRATED APPROACH TO #MONITORING

Planning checkpoints Developing scenarios Adapting system kernel Emulating users’ actions Sampling and logging incidents Alerting and notification Providing information for reporting

#SOLUTION EXAMPLE

#SOLUTION EXAMPLE

Quality monitoring system of Internet service delivery

U

Analysis of service performance and scripts/users’ actions

Configuration of environment for users’ actions emulation

System kernel adaptation and development of automatized scenarios

System configuration and setup of script execution cycle

Data collection and storage

Z

Testing and implementation of a ready-made solution

#HEALTH MODEL OF SOLUTION

#ADVANTAGES OF SOLUTION

Quality monitoring system of Internet service delivery

N

Integration with Microsoft System Service Operations Manager (SCOM)

N

Development of management pack in accordance with Microsoft Best Practice

N

Typical design of health model and objects

N

Allerting and overrides overlap

N

Update, adaptability and customization

N

Inventory of cases and performance indicators

N

Possible further maintenance

#SCENARIOS. POSSIBLE EXAMPLES

management of BBA services delivery

management of payment acceptance and service resumption

management of CRM/BPM key scenarios execution

management of self-service portal operation scenarios

*possible emulation of any process/actions scenario with checkpoints in all systems involved in service delivery

Contacts

LET'S START SOMETHING NEW