The historical approach to Service Management consisted of managing the status and performance of the individual infrastructure components that comprise, support, or provides a service. “Tribal knowledge” (based on experience of the individual) provided an understanding of service impact if a part of the infrastructure failed.
There have been several approaches to Service Discovery and Dependency Mapping that range from discovering and modeling the layer 2 or 3 topology to packet inspection and agent-based discovery. The former is too “node-centric”, assuming a device supports only one Service. The latter is expensive and difficult to implement.
Fortify 24×7 Service Management provides a set of flexible capabilities to enable IT Operations to model services, monitor performance and availability of the service, and implement Service Level Agreements (SLA’s). Pre-built or custom dashboards provide summary service or group views of availability and performance for all the underlying IT infrastructure supporting your IT services.
Once the service has been defined the next step is to associate and measure that service via Key Performance Indicators (KPI’s).
To simplify measurement we have created 3 at-a-glance criteria:
- Status: Is the Service up or down?
- Health: How well is it performing?
- Risk: What is the chance it will fail?
Service Level Agreement
A very flexible option for calculating your SLA compliance. You can define compliance time periods and measure the status of that agreement with a color coded pre-defined simple to interpret widget in a dashboard.
The IT Service Desk is concerned with Service Delivery and the status of IT services they manage. The Service Desk needs alarms (and by extension, tickets) on these services in addition to any ticket that may be created on the infrastructure that caused the incident.
For each of the service elements you would like to track you can create and view performance graphs offering a unique way to monitor in real-time or historically those vital components on specific widgets within your dashboards.
Dynamic Service Updates
Once created the service model is aware of changes and additions to the underlying infrastructure based on wild-card techniques. So, as components of your service change they will be included, removed and flagged as the underlying components come and go.