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Use operational instructions to better manage your IS

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The purpose of an operational instruction is to specify the actions to be performed on an information system when an event occurs during supervision.

Many companies outsource their support center or wish to delegate certain level 1 or level 2 operations.

It is therefore necessary to produce technical files for the operation of its IS to enable the teams (internal or external) to apply the correct instructions.

With ServiceNav, it is possible to assign an operational setpoint for each monitored element.

Setting up setpoints in ServiceNav

The complete documentation is available by following this link => https://coservit.com/servicenav/fr/documentation/utilisation-des-urls-de-consigne/

       It is also possible to add instructions directly into the templates.

The instructions are visible:

  • In the notification email received: In the body of the notification message, the instruction field with a URL link or instruction text.
  • In the technical evaluation or in its ServiceNav dashboards.

The deposit types are defined as:

  • A URL link:
  • Text:
      The pictogram changes according to the type of setpoint

Use Case - Service Restart Instruction

Objective: Customer X outsources its Windows application server operations to a partner Y.

The technical file provided to the partner includes a URL for restarting the IIS and SQL services.

The instruction is as follows:

  • Connect to ServiceNav
  • Acknowledge in the supervision the checkpoint
  • Connect to the server using the client's VPN
  • Restart the IIS / SQL service
  • Check in the supervision if the control is operational again
  • In case of problem, transfer the incident to the customer's level 2

Using ServiceNav, the customer put the IIS and SQL services of its Windows application servers under supervision. He set up the instructions and the sending of email alerts to his partner when one of the services goes into critical state.

Upon receipt of the alert, the partner clicks on the instruction URL link and will then follow the complete procedure to allow them to restart the service(s).

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