Documentations

Understand the concepts of the application

On the page

Do you need help?

Preamble

The ServiceNav monitoring solution uses some concepts that are unique to it and others that are more common. We will detail them below so that they are well assimilated because these concepts are included in the different parts of the user and software documentation.

Concepts:

  • Equipment
  • Unitary service
  • User service
  • Status
  • Contact
  • User and roles

Equipment

The objective of the monitoring solution is to restore the state of an element of the information system. This element will be named "equipment" in ServiceNav.

Equipment category

A piece of equipment can be of several categories:

  • Other (equipment with network connectivity but not classifiable in one of the following categories).
  • WiFi terminal
  • Camera (IP camera type equipment)
  • Printer (network printer, network copier type equipment)
  • Inverter
  • Workstation
  • Router
  • SAN / NAS
  • Server (server type equipment: HP UX, VMware, AIX, AS400,...)
  • Linux server (Linux server type equipment only)
  • Windows server (Microsoft Windows server type equipment only)
  • Windows Agent Server (Windows Server type equipment, supervised in Agent mode only).
  • Switch
  • Telephone (IP phone).

The equipment categories allow to propose only the equipment models compatible with the equipment to be supervised.

Equipment model

An equipment model is a grouping of unitary services (control points) to meet the supervision needs of a category of equipment (example: Windows server).

Example:

The equipment model: Windows server includes the following unit services.

  • Unitary services : CPU
  • Unit services: C-disk
  • Unit services: RAM
  • Unit services: ...

Unitary service

A unitary service corresponds to the supervision of a specific element. For example, the CPU unit service allows the retrieval of the percentage of CPU usage of the equipment on which it is associated.

Unitary service model

Unitary services are based on service models and then refined according to the element to be supervised. The unitary service models are pre-filled in order to have the least amount of parameterization to do.

Example: CPU Unit Service Model

The CPU unit service model allows when applying it to a device to pre-set the arguments (alert threshold and critical threshold and SNMP community) with the model values as well as the control period and control interval.

User service

The purpose of a user service is to represent the operation of a service provided by an IT partner or by the IT department to users (e.g.: messaging, printing, business applications, etc.). These user services can be made up of equipment, unitary services and user services. Each of these elements can have either a "Blocking" or a "Degrading" relationship. Depending on the status of the user service elements, the user service will be either : Ok, Degraded or Out of use. The second objective of the user service is to calculate its availability, in order to allow a precise follow-up of the time commitments signed between the provider and the users.

ServiceNav - list of components and impacts of user services
User service - dependencies

Example: The "Internet" user service must be composed of the elements necessary for Internet access (e.g. modem, router, firewall, proxy, switch, etc.) If one of these equipment or unitary services does not work, the user service is either blocked or degraded, depending on the information system infrastructure.

The creation of user services will be explained in the documentation: "Creating user services: best practices and examples".

Status

The equipment, unit services and user services have a current status allowing to know their operating state.

A user service can have the following statuses:

ServiceNav - list of user service statuses

  • The status: OK, means that everything is operational
  • The status: Out of order, means that the service provided to the user is not operational
  • The status: Degraded, means that the user service requires attention from the technical staff, but it remains available for the users.
  • The status: Unknown, means that we are not able to know the status of the user service it can be in one of the three states above.

 

 

A piece of equipment or a unitary service can have the following statuses:

ServiceNav - status list in technical evaluation

  • The status: OK, means that everything is operational
  • Status: Critical, means that the equipment or unit service is not operational
  • The status: Alert, means that the equipment or the unit service needs special attention but the supervised element is operational. The status: Alert has the role of warning before problems occur.
  • The status: Unknown, means that the status of the equipment or the unit service is not known to the supervisor and can be OK, Critical or Alert.
  • The status: Undetermined, means that the equipment or the unit service is not yet known to the supervision or that the VS Box does not send any more information.

 

Contact

ServiceNav allows to be notified on some events detected by the supervision by several means (email, SMS, Push, ...). The people to be notified are identified in the supervision by contacts. These contacts can be ServiceNav users or they can be defined only in ServiceNav without having access to the software. This allows you to create contacts for the mailing lists and to configure the notification for this list.

User and roles

The users of the solution can belong either to an RPC (Reseller Partner Coservit) or to a customer of an RPC i.e. a SIG (Managed Company). Each user has a role allowing him to activate or deactivate certain functions. The definition of the roles is visible from the user creation interface. Here is the list of predefined user roles in ServiceNav :

ServiceNav - user roles

The roles allowed to create users are: RPC_ADMIN, RPC_RTVALUE and SIG_ADMIN.

You may also be interested in

en_GB

Welcome to ServiceNav!

Do you need some help? More information about our products? Write to us!
You have taken note of our privacy policy.
We use cookies to ensure the best experience on our site. If you continue to use this site, we will assume that you are satisfied with it.

Reserve your place

You have taken note of our privacy policy.