Intelligent Alert Management
A common request from Heat clients is how to feed data of correlated alerts from monitoring tools into the Heat Issue, problem and change management processes. As of today there is very little data available to Heat customers to take preventative actions or respond to monitoring event/alert triggers. Today a Heat customer often waits for a ticket to be opened by an end user and then moves things along to remediation. Unity iQ connects with the leading IT infrastructure monitoring tools such as SCOM, Solarwinds, Nagios, Dynatrace as well as public clouds Azure and AWS. Through its service-oriented perspective it correlates, filters and prioritizes alerts, and forwards only the critical business affecting outages by creating a single Heat incident for the Service Desk to respond to.
Unity iQ shows the real-time status of business services and allows both IT Operations and IT Service Management to see end-user issues BEFORE they call the service desk. By acknowledging and creating an incident pro-actively this drastically reduces the number of end-user calls to the Service Desk and reduces problem resolution time by up to 50% as Root-Cause analysis can be started immediately and correlated issues can be highlighted whether they are end-user, application, or infrastructure related. This pro-active use of monitoring information helps organisations mature further their IT operations into alignment with their existing Heat Service Management investment.
Dynamic CMDB relationship maintenance
According to Gartner, 80% of CMDB projects fail. This is for a myriad of reasons but one of the main problems is having a real-time view of all the assets within the environment is not enough. Understanding the relationships of those assets is even more critical when assessing the impact of changes before they are deployed to production. Taking a server off-line in the data-center may seem like a simple daily task but administrators need to know what business services are partially are wholly reliant on that server. If there is a single point of failure, this needs to be spotted in the Change Management process before releasing patches and updates. This is why having an up-to-date view of the relationships in the CMDB is vital. Unity iQ uses dynamic service dependency mapping that keeps all of the discovered Configuration Items (CI’s) grouped into all of the business services which they belong. This means that “what-if scenario” testing can be performed in the Heat CMDB to ensure no critical outages happen as a result of changes in the system.
As a starting point, Heat Discovery is a great module to discover all the IT assets within the data-center as well as all end-points and devices. Savision Unity iQ adds value to this information by takeing in all relevant CI’s from the Heat CMDB and also from the underlying monitoring tools. They can be grouped at the Business Service level under three categories (End-user, Application, and Infrastructure) explicitly or dynamically using Inclusion/Exclusion rules. A common approach for example is using Host Names or IP rang groupings. Then as CI’s are added or removed from the environment the dynamic rules update in real-time and push the relationships back into the Heat CMDB.
Whether you are embarking on a CMDB project, or trying to integrate IT monitoring tools with Heat ITSM, then Unity iQ can help you jumpstart this process to get all of the relevant information together in one place and unify the two traditional siloes of IT Operations with IT Service Management.