4 June 2015 blogs Klaas Hulder 3 min read
Live Maps comes with a companion app for your mobile devices running iOS, Android and Windows Phone. This app allows you to view the state of your business services on the run as well as receive notifications when their health changes.
Unfortunately, as of July 31st, 2015, this feature will cease working unless you download and install an update. This blog post will explain why an update is required.
Why are mobile device notifications so important?
Two important ITIL Incident Management process KPIs are ‘Number of Incidents’ and ‘Incident Resolution Time’. In ITIL an incident is an IT problem that affects one or more users. There will be no incident if an IT professional has already detected and resolved an IT problem before the end users notice. However, if the users do notice something is wrong it is important that they will be able to continue their work as soon as possible.
It is important then that IT professionals are made aware of problems as soon as possible. Notifications to a mobile device are a great way of doing this. Once the notification has been received, Live Maps can further reduce the time to resolution by identifying the exact components that are causing the problem and helping to prioritize work by identifying the impacted business services.
How does the Live Maps mobile device notifications work?
There are 5 components in this picture. Note in particular the cloud labelled “Urban Airship”. Urban Airship is a third-party notification provider that makes it easy to send notifications to mobile devices. Live Maps sends notifications to your mobile devices via Urban Airship. This allows our developers to concentrate on what they know best – System Center Operations Manager – and leverages the reliability and domain knowledge of Urban Airship.
When you select services and maps on your mobile device, you inform the Live Maps Mobile Device Notification Service as to which notifications you’re interested in receiving. If a health state changes for one of the services or maps of interest, a notification request is sent to Urban Airship and from there forwarded to all the devices that need to be notified. After that the user can open the Live Maps App on the mobile device and see what the problem is.
Why does this stop working on the 31st of July if we do nothing about it?
Urban Airship is changing the API for their service and will cease supporting the old API after the 31st of July. Because we learned of this after we had released Live Maps 7.4, we were not able to have the necessary changes ready for that release.
What do you need to do?
We have already updated and released a Live Maps Mobile Device Notification Service which is compatible with the new Urban Airship API. Our current Live Maps customers can download it from here and install this new version in their environment. If you are not a Live Maps customer, but, like us, you think this can help you to provide better service to your users please contact our sales people.
About Klaas Hulder
Klaas is Savision’s first employee. He has been working for Savision since it was founded by Dennis Rietvink and Douwe van de Voort in late 2006. At the moment he is leading the development team responsible for the development of Live Maps. He has over 17 years of software development experience working for banks, utility and telecom companies at EDS.
Klaas studied Information and Communication Technology in the Netherlands.