We saw in our earlier article the issues and methodology around the choice of tool(s) for supervision.
Now let's see how to implement this with a concrete case and the ServiceNav approach.
A concrete case
To illustrate our point, let's start with a practical case: a French commercial company with around 3,000 users spread over a dozen network sites, hosting its information system in a hybrid Cloud on around 1,500 virtual machines (office automation and messaging at Microsoft, a CAPM business application accessible via heavy clients from each site, an e-commerce Web application developed and maintained by the R&D team based on Microsoft Azure PaaS objects.
Supervision is provided by Open Source software. The two collaborators in charge of the configuration have just left the company, 20% of the 3000 controls are not in optimal condition. No availability indicator is published.
The company is engaged in a process of ISO 9001 certification renewal.
The evaluation of APM software is in its final phase. At the same time, the network team has just completed a model for collecting and analyzing system and security logs with an Open Source SIEM tool. Finally, the person in charge of the APM application is seduced by the promise of interviews during a webinar on a scenario recording tool.
The information system is evolving with the implementation of Citrix virtual office technology on all sites. The IT department believes that the totality of the collection will represent a desire to have an overall and correlated view of these indicators. These technical indicators will need to be maintained.
The IT department decided on the following approach.
First, the collection of data on all layers and restitution of both technical and business data : hardware, network, system and middleware, databases and applications, health status and metrics on IaaS instances and PaaS objects. The selection of the tool was based on the relevance and importance of the supervision catalogue, the choice of an editor to perpetuate the roadmap, the possibilities of opening the software, its ergonomics and its ease of configuration and migration from the Open Source configuration. Thus, the company was able to produce availability KPIs, and immediately secure the collection perimeter.
The choice of a SaaS editor was made, in order to allow the teams to focus on the business of operation, and not on the version upgrades of the supervision application, nor on its availability.
Then, it was decided to integrate the supervision with the ticket management tool: the traceability of the changes on the information system was achieved, the faulty points of the information system identified and corrected.
The IT department and R&D then decided to implement, in a DevOps logic, the automation of the deployment, monitoring and removal of all environments, based on the CMDB of an ITSM and the Web Services offered by the supervision tool.
Finally, the e-commerce web application was instrumented using a commercially available APM tool. A SIEM tool was implemented to enhance the capabilities for collecting and exploiting security logs in real time. The main APM and SIEM indicators are fed back into the monitoring tool and enrich the correlation diagram, enabling a rapid diagnosis of a network, system or application problem, or security problem.
These application bricks work in a complementary way. The supervision tool collects all the data, performs correlations and calculations of the indicators presented to the management committee, and produces dashboards for operational or communication purposes.
ServiceNav - the approach
Through this concrete case, we wanted to describe the positioning of the ServiceNav product within a supervision roadmap: optimized migration from Open Source solutions based on Nagios, a multi-technology catalogue rich with more than 1500 models, innovative SaaS Big Data offer on the market, service weather, dashboards with Dataviz functionalities, multiple connectors to APM applications, ticketing, scenario execution.
And above all, the passion and desire of the teams at the service of our Clients and Partners.
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