Making maximum use of monitoring data

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Data obtained from continuous monitoring can be integrated into other applications for even more beneficial impact.

Data obtained from continuous monitoring has immediate benefit in identifying service-affecting issues and alerting those who can rectify the situation.

Mining this information historically can be valuable in assessing trends and assisting future planning and decision making.  In addition to consuming the information “in-situ”, there can be benefits in setting up external integrations with other applications to leverage the monitoring data.

Typical integrations or other external uses for IT monitoring data include:

HelpDesk /CRM

By linking a monitoring system with a formal helpdesk application, you can get automated incident ticket logging (and “closed loop” auto-closure of resolved issues). Without such an integration, the IT support staff will need to manually log tickets for alerts they receive, or worse still, in response to end-customers contacting the helpdesk to report issues.  This latter situation is one to be avoided in circumstances where a “managed service” is claimed.

CMDB

Either by auto discovery or by manual entry, a monitoring tool will have a repository of host systems under management. The detail of these hosts may consist of hardware components as well as installed software. All these elements are deemed to be “configuration items” in IT Infrastructure Library (ITIL) speak. By integrating your monitoring system with a recognised CMDB you can auto populate your configuration management database with hardware and software records saving much valuable data input time, and ensuring a consistency across platforms. CMDBs themselves are commonly linked to helpdesk systems to provide the underlying data about supported items in the infrastructure.

Software Asset Management (SAM)

If your monitoring solution has the capability to capture the software installed on a managed host (server or desktop), then this “accurate” picture of the current use of software products in your estate can be compared with your current licensable position to:

  • Ensure that you are compliant with your license entitlement
  • Identify underused of software to fulfill requests for deployment without additional expenditure
  • Report levels of usage to aid in renegotiation of support contracts
  • Plan for upgrades/migrations by knowing the scope of such projects
Forecasting

ServiceNav, retains historical data for years in order to assist with initiatives such as:

  • Identifying over or under-utilised resources
  • Pinpointing areas that may require investment and assist budget planning
  • Demonstrating ROI of previous IT investments through improved service availability

 

 

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