ITSM Service Monitoring Using Open Source Tools
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1 ITSM Service Monitoring Using Open Source Tools Presented to University of Utah I.T. Managers Monthly Meeting August 3, 2011
2 ITSM and Service Monitoring INFORMATION TECHNOLOGY SERVICE MANAGEMENT IT Service Management (ITSM or IT services) is a discipline for managing information technology (IT) systems, philosophically centered on the customer's perspective of IT's contribution to the business. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction.
3 ITS and the ITSM Opportunity INFORMATION TECHNOLOGY SERVICE MANAGEMENT Adoption of Information Technology Information Library (ITIL) initiatives to improve service delivery has lead ITS to look into affordable, Open Source options for Service Monitoring.
4 ITIL recognizes value in Service Monitoring Faster outage response and resolution time (anticipate problems before customer calls) Tracking and trending of reported problems Automated problem tracking and resolution Anticipating growth & expansion from analysis of trending data
5 Service Monitoring Capabilities Discovery, Detecting, Mapping and Managing Configuration Assets and their dependencies Service Application Availability and Performance Defining Server-System Dependencies Defining Infrastructure Dependencies Network Availability and Performance Environmental Infrastructure Power, UPS, Cooling, Physical Security
6 Establishing Dependency Relationships Ability to Discover & Define Parent-Child Relationships is important to insure: Accurate CMDB CI s Accurate SLA reporting Minimal (False) Alarm Fatigue Up Ok Down Critical (or Warning) Unreachable/Unknown Pending
7 2008 ITSM Service Monitoring Background was asked to research potential replacement systems for the HSC Hewlett-Packard OpenView suite of monitoring tools. Team Goals included tools that should be: Affordable, Scalable, Sustainable Easy to Use, yet Adaptable to custom applications Controllable through Web Interface or Command Line Interface (CLI) Authorized, role-based user views via web Interface Small footprint (ability to operate in agentless mode) Provide reliable Alerting, Availability and Trending capabilities Integration with Help Desk and future Configuration Management Databases (CMDB s)
8 HP OV Conversion to Open Source Tools 100% conversion for all servers Microsoft, Sun Solaris, AIX, & Linux All existing custom HP scripts ported All new service requests were implemented in Nagios beginning in 2009 Net Disco used in discovery process
9 Teams Now on Open Source Monitoring Allegra Electronic Medical Records Identity Access Mgt Service Monitoring Ancillary Enterprise Printer Mgt Interface Team Storage Mgt Systems Data Center Emergency Room IT Service Automation Voice Systems (Remote Clinics) Data Warehouse Enterprise System Mgt. Database Unix EGI Financial Network Operations Web Resources
10 Typical Nagios Trending Intervals Ping RTA - 1 minute polling CPU - 5 minute polling Disk - 5 minute polling Memory - 5 minute polling Custom threshold values easily accommodated
11 Notification & Alerting (SMTP) via Exchange and Sympa Pager (via in-band IP network) Cell Phone SMS (texting) Standard templates (individuals or groups) Custom templates (time periods, retry intervals, etc.)
12 Next Steps for ITSM Service Monitoring Currently working on discovery services for support of Data Center Relocation Determine Dependencies for CMDB Open Source tools live demonstration Net Disco Nagios
13 Net Disco Live Demo INFORMATION TECHNOLOGY SERVICE MANAGEMENT
14 Net Disco Net Map INFORMATION TECHNOLOGY SERVICE MANAGEMENT
15 Net Disco Inventory by Location INFORMATION TECHNOLOGY SERVICE MANAGEMENT
16 Nagios Tactical Overview INFORMATION TECHNOLOGY SERVICE MANAGEMENT
17 Nagios Hosts View (All) INFORMATION TECHNOLOGY SERVICE MANAGEMENT
18 Nagios Notification View INFORMATION TECHNOLOGY SERVICE MANAGEMENT
19 Questions & Answers Anything related to Open Source Service Monitoring? Send mail to:
20 The ITSM Scott Lloyd, Manager» Dragisha Ignjatovic» Sterling Gillman» Lee Shuster Extends Our Thanks to I.T. Managers mail to:
21
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