21 December 2016 blogs Matthew Carr 2 min read
Today Savision has released its latest integration with Unity iQ and leading ITSM platform – Heat Service Management by HEAT Software (Now Ivanti). The combined solution works in tandem to allow mid-market enterprises to unify IT Operations and IT Service Management disciplines through:
- Unified Alert Management from multiple IT Monitoring systems
- Dynamic CMDB relationship maintenance
Unified Alert Management
A common request from Heat clients is how to feed data of correlated alerts from monitoring systems into the Heat Issue, Problem and Change Management processes. As of today, there is very little data available to Heat customers to take preventative actions or respond to monitoring event/alert triggers. Today, a Heat customer often waits for a ticket to be opened by an end-user, and then move things along to remediation.
Unity iQ connects with the leading IT infrastructure monitoring systems such as SCOM, Solarwinds, Nagios, Dynatrace as well as public clouds Azure and AWS. Through its service-oriented perspective it correlates, filters and prioritizes alerts, and forwards only the critical business-affecting outages by creating a single Heat incident for the Service Desk to respond to.
Unity iQ shows the real-time status of business services and allows both IT Operations and IT Service Management to see end-user issues BEFORE they call the service desk. By acknowledging and creating an incident proactively, it drastically reduces the number of end-user calls to the Service Desk and it also reduces problem resolution time by up to 50%. Root-cause analysis can be started immediately, and correlated issues can be highlighted whether they are end-user, application, or infrastructure related. This proactive use of monitoring information helps organisations mature further their IT Operations by aligning it with their existing Heat Service Management investment.
Dynamic CMDB Relationship Maintenance
According to Gartner, 80% of CMDB projects fail. This is for a myriad of reasons but one of the main problems is that having a real-time view of all the assets within the environment is not enough. Understanding the relationships of those assets is even more critical when assessing the impact of changes before they are deployed to production. Taking a server off-line in the data-center may seem like a simple daily task, but administrators need to know what business services are partially or wholly reliant on that server. If there is a single point of failure, this needs to be spotted in the Change Management process before releasing patches and updates. This is why having an up-to-date view of the relationships in the CMDB is vital. Unity iQ uses dynamic service dependency mapping that keeps all of the discovered Configuration Items (CI’s) grouped into all of the business services to which they belong. This means that “what-if scenario” testing can be performed in the Heat CMDB to ensure no critical outages happen as a result of changes in the system.
As a starting point, Heat Discovery is a great module to discover all the IT assets within the data-center as well as all end-points and devices. Savision Unity iQ adds value to this information by taking in all relevant CI’s from the Heat CMDB and from the underlying monitoring tools. They can be grouped at the Business Service level under three categories (End-user, Application, and Infrastructure) explicitly or dynamically using Inclusion/Exclusion rules. A common approach for example is using Host Names or IP rang groupings. As CI’s are added or removed from the environment, the dynamic rules update in real-time and push the relationships back into the Heat CMDB.
Whether you are embarking on a CMDB project, or trying to integrate IT monitoring systems with Heat ITSM, then Unity iQ can help you jumpstart this process. It will help you to get all of the relevant information together in one place and unify the two traditional siloes of IT Operations with IT Service Management.
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.