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Deployment of monitoring with a ServiceNav Box

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1. Conventions

The following conventions apply in this document.
Warning          Indicates that failure to follow the given instruction may prevent the application from working properly.
Warning 2          Indicates specific instructions or clarifying information.
TipThis icon identifies a tip.
Field          Fields to be modified or identified in the application
Important    Important information
Value           a value to insert/modify in a field of the application

 

2. Objective

Objective: To explain how to set up supervision at a customer's site. We assume that the company has already been created in ServiceNav and if it is supervised in box mode, the latter is associated with it.
The preparation of the ServiceNav Box and the requirements on the customer's network are described in the documentation area of this site.

The creation of a company code or a site is either carried out by the manager of the supervision site or processed in the documentation: Company/site management

The association of a ServiceNav Box with a company or site is covered in the documentation for that site.

The management of notifications is an important step and comes only after the configuration of the feedback. This step is covered in the documentation : Turn on the notification available on this site.

3. Preamble

The deployment of a client takes place in 5 steps:

  1. Configuring the ServiceNav prerequisites
  2. Creation of supervisory accounts
  3. Adding devices to be monitored in ServiceNav
  4. Configuration of control points
  5. Creating user services

4. Configuration of the prerequisites

The prerequisites are typically the following:

  • SNMP installed and configured on the equipment to be supervised. The community used must be described in the supervision inventory form
  • Have a domain account that is in the administrator group (used for some Microsoft server monitoring methods and used for inventory)
  • Have a fixed internal IP address, dedicated to the supervision box and associated information (default gateway, subnet mask, domain name servers)
  • Opening the TCP port (To be requested from support) from the client network intranet to the DNS name of the supervision web platform (the address of the ServiceNav platform is services-box.viadeis.com)
  • Sending e-mail messages (SMTP protocol) must be allowed from the box to the Internet, or the box must be allowed to send messages from a mail relay server

In order to be able to supervise the equipment, it is necessary in certain cases to configure the equipment to activate the SNMP service.
To configure these prerequisites on your equipment, consult the manufacturer's manual. The configuration of some prerequisites is also described here :
/servicenav/en/documentation/user-files/

5. Supervisory Accounts

Before starting to add equipment in the supervision, we will create the supervision accounts that will allow the retrieval of SNMP, WMI, etc.

To do this, you need to go to the chosen company and then to the " Configuration "and in the menu " General => Supervisory accounts ".
In order to save time in the deployment of the supervision we will create the supervision accounts: SNMP, Windows - WMI and Windows - Standard.

Supervisory Accounts

  • Add a supervision account. The main accounts are :
    a. SNMP
    b. Windows - WMI
    c. Windows - Standard
  • List of existing supervisory accounts

Example of adding an SNMP monitoring account :

ServiceNav-Addition-Account-Supervision-SNMP

  • Selection of the type monitoring account to add, here SNMP
  • Enter the SNMP community, here coservit
  • Enter the port used for SNMP connections, leave blank if you use the default port

6. Adding the equipment to be supervised

6.1. Census

In order to accelerate the deployment of the supervision, a network discovery tool is available. It allows to detect the equipments present on the network addressing range that you specify, responding to ping and SNMP.
To launch a census go to the section " Configuration "then in the menu " Equipment => Census ".

 

ServiceNav-New-Census

Click on the " Identify "

ServiceNav-Recensement-onglet-Lancement

  • Choose in the list the box which will execute the discovery of the equipment.
  • Enter the network address range on which we want to detect devices.

ServiceNav-Recensement-onglet-Compte

  • The SNMP community is the one defined in the supervision accounts. If in the environment to supervise there are several SNMP communities used, you can add some by separating them by a comma. The community(ies) will allow to check the SNMP pre-requisite necessary for the supervision.
  • The Windows - Admin account allows you to test the WMI connection pre-requisite for Windows type devices.

Launch of a census :

  • Click on the "Validate" button to start the census.
  • A progress bar appears to indicate that the census is in progress

Census - Ongoing

Census results :

ServiceNav-Census-Results

The column protocol indicates whether the equipment meets the requirements. For all equipment the pictograms ping and snmp must be in green. For Windows server type equipment, the pictogram wmi must also be green. If it is not check the prerequisites and re-launch a census.
To add a device to the supervision, just click on the icon in the 1st column
To add several equipments, you just have to check them and to choose the action "Add to supervision".

Adding an equipment:
To add a device, click on the icon in the first column, the following configuration window appears.

ServiceNav-Recensement-ajout-equipment

  • Modify the name of the equipment which will be visible from the supervision (if needed).
  • Edit IP address of the equipment. It is also possible to put a DNS name to supervise the equipment in DHCP (if needed).
  • Choice ofbelonging to a supervised company site.
  • Equipment category. The equipment category determines the possible equipment models.
  • Equipment model: allows to associate a group of control points for this category of equipment more quickly. The list represents the available models for the category of equipment you wish to supervise. It is therefore necessary to choose the models you need.
  • When you click on an equipment model, its description is displayed, allowing you to understand the different control points that will be performed by this model.
  • Choose the criticality of the equipment to facilitate the management of dashboards and notifications

Once the general information has been filled in, we go to the "Networks" tab

ServiceNav-Configuration-Equipment-Recency-Map

 

  • Adding network interface monitoring can be done either by SNMP ID or by SNMP name. It is recommended to add the interfaces with their "SNMP name" for switches and for virtual machines with automatic hypervisor switching (vMotion, Live Migration, etc...).
  • Select the interfaces to be added. By default, the interfaces in "UP" status and with an IP address are selected. For switch type equipment, all "UP" interfaces are selected.
  • Interface status green = "UP", red = "DOWN", by default UP interfaces come first in the list.
  • When hovering over the line a pencil appears to edit the name that the unit service will take in the supervision.
  • As the information is not periodically refreshed, it is advisable to restart a census before adding equipment if it is more than 24 hours old.

Once the network information has been filled in, we go to the tab " Records / Scores "

ServiceNav-Configuration-Equipment-Recency-partition

  • Select the disk partitions to add. By default all partitions are selected.
  • Utilization rate of the partition in the census.
  • When hovering over the line a pencil appears to edit the name that the unit service will take in the supervision.
  • As the information is not periodically refreshed, it is advisable to restart a census before adding equipment if it is more than 24 hours old.
  • Click on " Validate " to add the equipment to the supervision.

 

Then we go to the list of services to refine the configuration.
To do this go to the " Configuration "then in the menu " Services => List ".

ServiceNav-Configuration-Services-List

 

List Filtering area based on name, service model, criticality and/or notification
Action buttons (+ Add, Duplicate, etc ...) of possible configurations to be performed on unitary services.
The result displayed represents all the unit services associated with the equipment. RADIOLOGY"
Select a unitary service to configure it specifically.

Specific configuration of the unitary service :
You can change the name, the model, its criticality and its description in the General Information tab.

ServiceNav-Configuration-Services-List-Service-Onglet-General

Definition of general unit service information :

  • Service model used
  • Name of the service visible in the supervision
  • Criticality of the unit service, it can be High Medium or Low
  • Description of the selected service model to explain the control it performs and what parameters it needs to configure to perform it.
  • Operational instruction
  • Documentation (Link to a web page for example)

To make sure that the information feedback of this control point works, you have to configure its arguments as well as the control period on which you want to supervise this control point.

ServiceNav-Configuration-Services-List-Service-Onglet-Control

Defining the Availability and Control Tab :
1) Enter the target availability rate (based on a time slot)
2) Choose the time slot on which the availability rate will be calculated.
3) Choose the time slot over which the supervision of the unit service will take place. Attention: it must be identical or include all the time slot defined for the calculation of the availability rate.
4) Indicate if a supervision account is used to retrieve the information. When this is the case, you can either choose with the "No" option to use the supervision account configured at the equipment level, at the equipment's attachment site, or at a higher site in the site tree. If the "Yes" option is selected, the desired supervision account for this control point must be entered. For more information you can refer to the documentation on supervision accounts.
5) Enter the parameters necessary for the recovery of information by the supervision.
6) Information about the selected argument.
7) Choose a time interval between two checks (expressed in minutes), or leave the default values.

Repeat this step for all services requiring configuration.

You may need to add equipment manually without going through the census. To do so, follow the procedure 6.2 Adding a device manually.
You can also add unitary services manually. To do so, follow the procedure 6.3 Adding a unit service manually.
If this is not your case you can directly proceed to the generation of the ServiceNav Box configuration by 6.4. Generation of the configuration.

6.2. Adding a device manually

To add a piece of equipment, go to the " Configuration "then in the menu " Equipment > List "

ServiceNav-Configuration-Equipment-List-AdditionEquipment

Click on " + Add  "A configuration window opens.

Fill in the general information

ServiceNav-Configuration-Equipment-Additional-InfoGeneral

1) Enter the name of the equipment you wish to add to the supervision
2) Enter your IP address or DNS name
3) Refine if necessary its membership to a site
4) Refine if necessary its equipment category
5) Choose from which boxes it will be supervised
6) Match the equipment models he needs
7) Define its criticality within the information system
8) Describe the role of this equipment within the information system

Click on the tab " Availability and controls ".

ServiceNav-Configuration-Equipment-Addition-DispoControl

  • Enter the target availability rate (based on a time slot)
  • Choose the time slot on which the availability rate will be calculated.
  • Select the time slot over which the unit service supervision will take place. Warning: it must be the same as, or cover the entire time period defined for the calculation of the availability rate.
  • Define the time interval between two checks by the supervision system

Click on the tab " Relationship ".

ServiceNav-Configuration-Equipment-Addition-Relation

  • Choose the equipment group it belongs to if needed. (Not functional in this version)
  • Define your parent equipment from the ServiceNav Box perspective
  • Choosing child equipment from the ServiceNav Box perspective
  • Validate the creation of the equipment

Parents and children of equipment are equipment that must always be supervised by the same ServiceNav Box than the equipment in question.

 

NB: After adding a device, check that you do not have to configure it specifically for its unitary services (see the step: "Specific configuration of the unitary service" in the documentation: "Deployment of the supervision with a ServiceNav Box").

6.3. Adding a unit service manually

To add a unitary service without going through the equipment models, go to the " Configuration" and then in " Service > List ".

ServiceNav-Configuration-Service-Addition

Click on " + Add "A configuration window opens.

Fill in the general information

ServiceNav-Configuration-Service-Addition-GenericInfo

  • Choose the service model adapted to the control you wish to carry out
  • Enter the service name that you want to add to the supervision
  • Define your criticality within the information system
  • Describe in Description the role of this unitary service within the information system

Click on the tab " Availability and controls "

ServiceNav-Configuration-Service-Addition-DispoControl1

  • Enter the purpose of the availability rate desired (according to a time slot)
  • Choose the time slot for the availability period on which the availability rate will be calculated.
  • Choose the time slot for the control period on which the unit service supervision will take place. Warning: it must be the same as, or cover the entire time period defined for the calculation of the availability rate.
  • Enter the parameters necessary for the recovery of information by the supervision. (In this example: Alert threshold, Critical threshold, Port)
  • Choose a range of time between two checks (expressed in minutes), or leave the default values

Click on the tab " Relationship "

ServiceNav-Configuration-Service-Addition-Relationship

  • Choose the equipment on which you wish to apply this unitary service. This allows to deploy it faster.
  • Validate once the choice of the equipment is made.

NB: Do not forget to generate the configuration so that it is known to the ServiceNav Box

6.4. Generation of the configuration

Position yourself in the " Configuration "then in the menu " General > Generation"

ServiceNav-Generation-Box

This page shows the ServiceNav Boxes that need to update their configuration. Only the ServiceNav Boxes that need to be updated and the ones you can administer are visible in this tab.

  • Click on the "Apply" button to update the configuration and start monitoring.

A pop-up window appears at the bottom right of the page to confirm that the ServiceNav Box configuration is sent for update.ServiceNav-Generation-Demand-Box

 

7. Verification of lifts

Position yourself in the " Supervision "then in the menu " Operations technique "

ServiceNav-Supervision-Operations

To accelerate the first ascents it is possible to make initiate an immediate check. We filter on the indeterminate state (blue) and then select the control points:

ServiceNav-Supervision-Operations - help

1) Filter on the indeterminate state, then validate by clicking on " Search "
2) All elements in indeterminate status are selected using the search filter.
3) Then click on " Start a check "

To see if the supervision data is going up, you have to update the data by clicking on the icon : manual refresh  it is also possible to switch the page to automatic refresh by clicking on the play button automatic refreshwhich will then turn green. The stop refresh button allows you to stop the automatic refresh of the page.
After the first check of each element, some unitary services remain in unknown status. These unitary services require a specific configuration that can only be known after a first check, for example: network traffic.
The network traffic needs to be configured according to an interface number which will be known only after the first check because interface numbers vary according to the type of equipment, model, operating system, ...

Here is how to complete the configuration of the control points.

1) Change the filtering parameters and validate by clicking on " Search "

ServiceNav-Supervision-Operations - unknown

2) Select a unitary service in unknown to complete its configuration.

To generate the ServiceNav Box configuration you have to go back to step 6.4 Generation of the configuration or click on the popup that appears at the bottom right. Please note that this popup will not be displayed for more than 5 seconds.

ServiceNav-Send-Request-Box

 

8. Creation and configuration of user services

This step is covered in the "Creating a user service" documentation, where the rules and good practices are explained. We remind you that the objective of user services is to reflect the functioning of IT services consumed by users for the production of the company.

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