31 May 2016 blogs Matthew Carr 4min read
Savision is all about bringing together the world of IT Operations and Service Management in the day-to-day running of the business with software that helps to optimize service delivery. Now, more than ever, organizations need to keep up with the digital transformation where IT departments become a valuable asset to the business, helping not only in keeping systems running smoothly, but also becoming a strategic partner.
In today’s distributed hybrid cloud environment, it takes a team of experts in various areas to cover the hardware and software that the company needs to be productive. Over the years, many layers of complexity have been added to the IT environment. These layers range from the physical hardware of the datacenter and the network, to many layers of software including the Operating System and virtualization layer, plus databases and applications. At the highest level are IT Services that are delivered to the business.
IT Infrastructure teams are tasked with managing all of these levels, and end up using various monitoring tools with different but specific tasks. On the other hand, the help-desk staff are tasked with responding to tickets raised by end-users when they have problems with the IT services. They use an IT Service Management tool to log cases and respond, routing issues to the IT experts depending on the domain the problem arises from. This seems a simple task to do in principle, but how does a help-desk person know what is causing the underlying issue if they don’t have a deep domain knowledge of the Infrastructure and application stack.
Miscommunication is still rife in the modern enterprise. This is because systems are disconnected and teams all use different tools to monitor and manage their own particular world. ITSM tools do not monitor the infrastructure, whereas monitoring tools don’t do a good job of raising critical issues to the helpdesk.
There have been many attempts at integrating IT Monitoring tools with IT Service Management in the past few years. Most integrations forward every single alert to the Help Desk and create a ticket for somebody in that team to troubleshoot the issue. If an average organization raises hundreds or thousands of tickets every day, this kind of integration is doomed to failure. If over 80% of the alerts are non-critical and there is no way to differentiate between critical and non-critical alerts, it just increases the distrust between the two separate teams, with people passing the blame and not focusing on solving the underlying issue together as a team. Even after a lot of tuning and automation routines have been configured, still most integrations of IT Monitoring and ITSM tools don’t deliver the promised value.
A common framework is needed so that both teams have the same holistic view of the IT environment, defined by the Business Services. Organizations need a solution that connects the worlds of IT, the Help Desk and the business, and which provides them with the information they need to make smart decisions. Savision Unity iQ does that by using dynamic service mapping across systems and easily importing and exporting service maps to and from an existing CMDB. By focusing on the Business Service layer through Unity iQ, the IT team can react first to the issues that potentially affect the business, while still allowing the deep “drill-down” ability to perform triage and root-cause analysis of the underlying the components.
Unity iQ consolidates all the information in one place, correlating and prioritizing the data these systems produce. It gives teams more perspective via intelligent notifications that help to reduce the clutter of alerts. This makes a successful integration possible and removes the miscommunication that is still common in today’s enterprise environment.
If you would like to find out more about Unity iQ and how it allows you to aggregate, analyze and act upon dispersed data from your existing ITSM and monitoring systems, join our live online sessions or read our new whitepaper on Business Service Intelligence.
About Matthew Carr
Savision’s Business Intelligence Manager
Matthew is a Business Intelligence Manager at Savision. After having spent over 6 years at Cisco as an Accountant & Revenue Specialist, and 3 years at Clever Communications & Belkin as a Finance Manager, Matthew entered the software community in January 2011 when he joined Savision. Here, he is responsible for growing the Savision reach through tech and commercial partnerships. Matthew is a graduate from the University of Manchester and is also a chartered accountant.
New version available soon
Unity iQ is the first version and still in development. Soon we will launch a new version, which will be a revolutionary approach to manage your IT infrastructure. Our newest solution will use concepts from the consumer world and will be the fastest, most intuitive solution for dealing with the vast amounts of data generated by IT Management systems. Whether you are an IT manager looking to improve your SLA’s, or a highly specialized IT Engineer responsible for managing a complex network, our new version will revolutionize the way you work today.
Please contact us if you like to learn more or if you like to be among the first to try it.