How To Manage An Itil System

Transcription

1 IT SERVICE MANAGEMENT PORTAL

2 Principles q "All-in-ne" prtal q Aimed at IT teams q Based n ITIL best practices q Easy t implement q Available in the Clud & On Premise

3 Features Tickets Infrastructure Mnitring Tasks Dcuments Reprts Passwrds Lgbk

4 Tickets - Aims q Organize Implement ITIL best practices. Raise, rganize, and prcess requests, changes, and incidents frm custmer cntacts r ther technical teams. q Simplify Ratinalize request management, change management, and incident management prcesses frm initial cntact thrugh t ticket reslutin and clsure. q Prcess Create links t prblems, wrkarunds and definitive reslutins. q Audit Fllw change management and implementatin within yur IT infrastructure using the audit tlset.

5 Tickets - Features Simplified Prtal (Service Desk) Incident / Request / Change Prblem management Prject management Validatin wrkflws Service catalg Transfer between teams Assessment f the lad Ticket ranking (pririty, categry) SLA management Management f SLAs by stages SLAs with calendar Optin t repen a ticket Search engine Graphic statistics Satisfactin surveys Dcument management Exprt t spreadsheets Ntificatins API

6 Infrastructure - Aims q Centralize Allws hardware and sftware cnfiguratin items t be recrded and mnitred within a single database (a CMDB/CMS in ITIL terminlgy). q Manage hardware inventry Recrd each hardware item in a datasheet that cntains infrmatin t assist yur technicians (including physical lcatin, supprt htline, and cmpnents). q Manage sftware inventry Recrd each sftware package in a datasheet that cntains infrmatin t assist yur technicians such as the license number and supprt htline.

7 Infrastructure - Features Autmatic inventry Inventry withut agent Classificatin by type Equipment grup Maintenance cntract Links between equipments Link mapping Machine rm mapping Equipment lcalizatin Capacity planning License management Supprt management Supplier management Database list SAP system list JAVA applicatin list Search engine Exprt t spreadsheets Imprt frm CSV files Sharing via the Service Desk API

8 Mnitring - Aims q Manage hardware Mnitr IT hardware (including netwrks, disks, lads, etc.) q Manage applicatins Manage applicatins within yur IT envirnment (system prcesses, services, websites, etc.). q Manage prcesses Ensure that all planned peratins such as SAP jbs are executed crrectly. Understand the business impact and disaster recvery prcesses in the event f a critical prcess failure. q Be mre practive Enable practive prblem management (e.g., mnitring strage capacity) and reactive management in respnse t alerts (dwntime, etc.) with a link t the ticketing mdule.

9 Mnitring - Features Mnitring withut an agent Simplified input Flexible schedule Public hliday management Time zne management Calendar f "OFF" perids Management f dependencies Five levels f severity List f alerts with cunter Acknwledgement tracking Instructins (fllw-up, escalatin) Reverse result check ptin Islatin f checks during testing Check deplyment mdels External alerts (SNMP TRAP, etc.) Link with the infrastructure Link with the knwledge base Warning if ticket in prgress Availability statistics Capacity planning Management f SNMP MIBs Sharing via the Service Desk Exprt, API

10 Mnitring - Checks Generic checks Netwrk - Ping Netwrk - Prcessr Netwrk - Memry Netwrk - Bandwidth Web - HTTP request Web - FTP cnnectin Web - SMTP cnnectin SNMP - Request SNMP - Request frm MIB JMX - CPU usage JMX - Heap memry usage JMX - Thread cunt inbx Custm cmmand Windws system Unix system Windws system Cnnectin test Cnnectin test Up-time Up-time System lad Prcessr usage Prcessr usage Memry usage Physical memry usage Swap usage Virtual memry usage Netwrk usage Netwrk usage Disk free space Disk free space Service status Inde usage Prcess - Status Disk I/O Prcess - Memry Prcess status Prcess - Threads Custm cmmand Antivirus File - Cunt Event viewer File - Date mdificatin File - Cunt File - Size File - Date creatin Lg file File - Date mdificatin File - Exists File - Size Lg file Custm pwershell cmmand

11 Mnitring - Checks ESX system Cnnectin test Up-time Overall status Cnfiguratin status Prcessr usage Memry usage Netwrk usage NIC state check VM's cnnectin state VM's pwer state Disk I/O DataStre - cnfig. status DataStre - verall status Databases Cnnectin test Cnnectin cunt SQL query - Return integer SQL query - Return string Table rw cunt AS400 system Cnnectin test ASP usage Central unit usage Subsystems state Printers state Jbs state Active jbs *SYSOPR messages SQL query returning "OK" Temp. addresses usage Sybase database Engine status Free space DB Free space LOG DB backup LOG backup Oracle database Oracle database Free space in DB Free space in Tablespace Tablespace status AchiveLg mde RedLg cunt Max. Extent Next Extent SAP HANA database Services status Used memry Vlume freespace Disk freespace Backup Status Archive status Lcked transactins Threads mnitring Replicatin status Alert mnitring

12 Mnitring - Checks ERP SAP Cnnectin test System up-time CCMS mnitr (RZ20) DIALOG perfrmance (ST03) Last DB backup (DB12) Object cnsistency (DB02) Database Check (DB13) Update prcess status (SM13) Updates in errr (SM13) Dump cunt (ST22) Jbs in errr (SM37) Jbs in prcess (SM37) Jbs ready (SM37) Waiting wrk prcesses (SM50) Wrk prcesses in errr (SM50) ERP SAP Lck entries (SM12) Prints in errr (SP01) trfc in errr (SM58) qrfc - Outbund - Queue status (SMQ1) qrfc - Outbund - Flw in errr (SMQ1) qrfc - Outbund - Waiting flw (SMQ1) qrfc - Inbund - Queue status (SMQ2) qrfc - Inbund - Flw in errr (SMQ2) qrfc - Inbund - Waiting flw (SMQ2) Transmissin request (SOST) APO Live Cache status (LC10) Client status (SCC4) Gateways status (SMGW) RFC destinatin status (SM59) Syslg (SM21)

13 Tasks - Aims q Identify & plan Identify tasks that cannt be fully autmated and that require the invlvement f a technician. Plan these recurrent tasks and allcate them t yur teams. q Dcument & cllabrate Describe perating prcedures fr tasks and recrd them in the knwledge base. Link regular tasks t an perating prcedure s that all technicians can access and carry ut the prcedures. q Mnitr & measure Ensure that regular tasks are cmpleted crrectly. Evaluate the level f effrt required fr each task and identify ptential demand spikes.

14 Tasks - Features Planning via a scheduler List f pending tasks Assignment management Executin result Acknwledgement histry Acknwledgement statistics Flexible scheduling Multiple scheduling a task Public hliday management Time zne management Schedule verview Wrklad by task Overall assessment f wrklad Three levels f severity Tw alert threshlds Divisin by categry Link with the knwledge base Link with ticket management Exprt t spreadsheets Ntificatins API

15 Dcuments - Aims q Organize Create a cmprehensive list f dcumentatin held within the IT department. Dcuments are created and updated nline, r using standard ffice tls (such as wrd prcessrs, spreadsheets, and graphics packages), then upladed and viewed using the prtal. q Share Allw easy access t dcuments with a hierarchical, tree structure and classificatin by type. Create links t all dcuments with a single, shared database. q Find This mdule incrprates a pwerful search engine that can index mst dcument frmats including PDF, DOC, XLS, PPT, ODT, ODS, and HTML.

16 Dcuments - Features Cmpatible with main frmats Search engine Organizatin by flders Versin management Restratin f lder versins Update mnitring Obslete dcument tracking Read tracking Lcking if mdificatins in prgress Dcument update request frm Queuing f dc. t be created Queuing f dc. t be mdified Link with ticket management Link with task management Sharing between teams Sharing via the Service Desk Exprt in zip frmat API

17 Reprts - Aims q Generate Autmatically generate reprts based n predefined templates. These reprts can be run n a daily basis fr peratinal management, r mnthly fr the steering cmmittee. q Mnitr Understand the status f yur IT envirnment each day. Mnitr current and cmpleted events (incidents and peratins) ver the curse f a specified perid. q Share Uplad and share specific reprts that can be mdified using standard ffice tls (such as wrd prcessrs, spreadsheets, and graphics packages), then upladed and viewed using the prtal.

18 Reprts - Features Autmatic reprts frm templates Alert mnitring Ticket mnitring Task mnitring Operating system state Database state SAP system state Search engine Tree structure by year / mnth Online publicatin Cmpatible with main frmats Ntificatins f publicatins Sharing between teams Sharing via the Service Desk API

19 Passwrds q Aims String sensitive passwrds (such as rt and administratr passwrds) can be challenging, particularly when passwrds are shared. This mdule allws passwrds t be stred in a single, encrypted database, while allwing passwrds t be shared in a targeted, secure manner. q Features AES-256 encryptin Link with the infrastructure mdule (CMDB) Search engine Tree structure display Update mnitring Sharing between teams Passwrd generatr Imprt & Exprt

20 Lgbk q Aims Recrd, highlight and share exceptinal instructins while they are still current, and refer back t key events, fr instance when required t discuss them in the steering cmmittee. Manage planned applicatin dwntime n a recurrent and an ad hc basis. q Features Management f interim instructins Management f imprtant events Management f scheduled shutdwns View f next scheduled shutdwns Phne call management Search engine Statistics Exprt

21 Architecture - Clud

22 Architecture - On Premise