10 February 2017 blogs 4min read
We recently held a webinar on how to tame your IT Operations tools. Hosted by IT Ops Strategist, Dan Merritts, the webinar focused on strategies that will help you stay in control of your IT Ops and improve service levels. Featuring real IT Ops confessions from customers, the webinar showed the realities of the IT Ops world with facts and figures. During the webinar, we conducted dynamic polls and we included the results in the on-demand version. We had great questions from the attendees, you can find them below:
1- How do you rationalize competing frameworks?
Different frameworks (e.g. CA, HP, Microsoft), have competing capabilities when it comes to availability, performance, and instrumentation. Rationalizing where systems are is very valuable to an organization. You can start by finding out where there might be native management or configuration packs for each of the monitoring solutions being used, what is the path forward for the network, where each of those are standardizing from a build and instrumentation practice, as well as how you are configuring each of those monitoring alerts. Equally valuable is to get that holistic, end-to-end perspective into a single pane of glass when you are integrating your network, system, and your application alerts across three or four solutions.
2- When is the right time to start auto-ticketing vs manually ticketing?
What we’ve seen in the last 5 or 6 years is a move towards pushing the tip of the alert problem to the ticketing side. A lot of organizations automate ticket creation from SCOM towards a service center in order to auto-create those tickets. What we’ve found is that the foremost rule is to focus on getting really clean and hygienic alerts. Before you create auto-ticketing, it is incredibly valuable to obtain capabilities and some additional intelligence around alerts, alerts correlation, deduplication, etc. Once you have a high level of confidence that 90% of the time this will mean that when there is an alert, a ticket is created and a specific team is engaged, then you can start getting into the auto-ticketing world.
When it comes to reporting, many organizations have created auto-ticketing to manage SLA reporting because they like SLA reporting in the ITSM world instead of their monitoring world. If you combine the two together you are able to create an incredibly valuable world where the monitoring system is actually providing the right SLA reporting and the right impact analysis. This will help your IT teams to prioritize and operationalize around that.
3- What is the value of streamlining workflows when you have 4-5 tickets in an ‘orderly world’, where you have your IT Ops under control?
The reality of what we see even with highly rationalized environments, is that they’re still somewhat disconnected from where alerts are being identified and how tickets are being created.
Often, organizations lack a tool that allows all of the alerts from the 4 or 5 frameworks that are being used within their environment, to flow into a single console that allows for a right-click ticket creation and the right reporting on the components around that. It’s great to have a single pane of glass that allows the streamlining of the IT Operations workflow from alert to ticket creation.
The second thing that we find, is that most of the existing frameworks don’t allow for awareness of problems and changes. If there are known problems within the environment, there are a lot of IT organizations that continually create new incident tickets for new problems. Being able to relate incidents to existing problems or correlate new alerts to existing problems is incredibly valuable. Finally, we see a lot of incidents being created from planned changes or automated changes. If you have a hybrid environment, from ITIL to DevOps, where you are doing continuous deployments, and environments are constantly being updated, having that awareness within the console is incredibly valuable.
A final thing to remember is that you’re going to be asked to support a new environment. In this case, what you want to do is to make sure that the framework, the single pane of glass, the origin of those IT Operations alerts and tickets allows for innovation. Think about how you want to be agile, how you want to enable the business, how you want to become a true business partner. Providing s single pane of glass truly allows for you to be very flexible with the business without disrupting your people and process in a way that allows you to innovate a lot quicker, and allows you to provide support for a new application more efficiently.
At Savision, we can help you achieve that with our solutions.
4- Can I get more information on Unity iQ?
Unity iQ is the first version and still in development. Soon we will launch a new version, which will be a revolutionary approach to manage your IT infrastructure. Our newest solution will use concepts from the consumer world and will be the fastest, most intuitive solution for dealing with the vast amounts of data generated by IT Management systems. Whether you are an IT manager looking to improve your SLA’s, or a highly specialized IT Engineer responsible for managing a complex network, our new version will revolutionize the way you work today.
Please contact us if you like to learn more or if you like to be among the first to try it.