Between the discovery of the product and its use in production, a few steps are necessary to reach the "holy grail" of any consultant: a satisfied customer, sustainable and applying good supervision practices.
The course of a project
It all starts with the kick-off meeting, or kick-off.
The role of the kick-off is twofold. For the client, it is to identify the consultant in charge of the project, and to get acquainted with/adjust the planning proposed by the latter. For the consultant, it is an opportunity to present the prerequisite technical (dimensioning of VMs, prerequisite on equipment to be supervised, ...) and to present its planning, according to the technical and organizational constraints.
Following the kickoff and the provision of the VM(s) by the customer, the installation of the ServiceNav Box is carried out. Its role will be to collect data on the supervised equipment and services.
If it is a dedicated installation, the VMs corresponding to the platform are also installed.
At the end of this installation, a work of census of the fleet to be supervised is done by the customer project manager and the consultant, first on a list (Excel or other), then prioritized and integrated in batches in ServiceNav, using the census. In the case of a takeover of a high-volume park, a import is realized.
The consultant introduces here good practices, which will be profitable in the long run:
- Maintain supervisory accounts at the highest possible level
- Standardize naming
- Define labels on equipment if relevant
- Put only what is necessary into supervision
At this stage, the supervision tool is populated, it becomes possible to refine the controls (thresholds, arguments) and to define reporting policies.
The challenge here is to reduce the "noise" and false positives :
- Notify only major alerts, and to appropriate contacts
- Define appropriate thresholds
The aim here is to identify groups of facilities and services, in order to form user serviceswhich will allow for high-level monitoring, which can be shared with end-users via the service weather.
Once this architecture is in place, the supervision is operational. It remains to identify with the operational users and managers the reporting needs, and the monitoring mode (TV screen, PC, PDF reports, e-mail) in order to define the dashboards and reports adapted.
The final step is the training of the users, during which the application in production is presented, and a summary document is delivered. It is also the occasion to collect the remarks and to make the last minor adjustments.
At the end of the training sessions, the project is validated by the client and goes into "After Sales". The customer's contact person becomes the support platform, and the initial consultant remains a privileged contact.
How long do I have to reserve?
The ServiceNav product is optimized and our consultants are trained to ensure that the deployment of your monitoring is as efficient and fast as possible, while remaining high quality. It takes only a few days to put a fleet under supervision and to create the first dashboards and user services, once the prerequisites are met.
Once the solution is in production, keeping it alive is also easy, thanks to the numerous mass processing functionalities, the model-based approach (services and equipment), and an efficient and reactive support platform.