A different way to tackle IT Operations Management

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5 reasons to read this presentation

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•  You have at least 3 monitoring tools … and likely to buy a couple more this year

•  You dread to see the maintenance invoices landing on your desk…again

•  You don’t really know what your NOC staff does … understaffed ? overstaffed ?

•  You wonder how to get out of your legacy systems management solution

•  You want to get more out of the specialized tools you just purchased

IT Operations Challenges

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IDENTIFICATION ISOLATION ESCALATION REMEDIATION

Monitoring Tools

Configuration Tools

Security Tools

EVENTS

(Infrastructure and

Applications)

Service Desk Tools

•  Event/Alarm flood

•  Missing events

•  No prioritization

•  No business context

•  Swivel chair management

•  No correlation

•  Current tools too complex

•  End-user reported problems

•  No automatic ticket creation

•  Limited context to tickets from Ops

•  No linkage between tickets and alerts

•  Limited probable root cause

IT OPERATOR IT OPERATOR/ SUPERVISOR

SERVICE DESK LEVEL 2 SUPPORT

LEVEL 2 / LEVEL 3 SUPPORT

NETWORK / SYS ADMIN

Maturity Gap: “Only 17% of IT Ops had automated integration between event management and IT service desk tools” Gartner MQ for the IT Service Desk

RightITnow: The Solution for IT Operations

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RightITnow : Real-Time IT Event Management

SERVICE DESK

IDENTIFICATION ISOLATION

ESCALATION

REMEDIATION

Monitoring Tools

Configuration Tools

Security Tools

(Infrastructure and

Applications) •  All events captured, normalized, processed and enriched

•  Prioritization and escalation based on business rules

•  Complete workflow from problem identification to remediation

•  Operational and Historical Dashboards

IT OPERATOR IT OPERATOR/ SUPERVISOR

SERVICE DESK LEVEL 2 SUPPORT

LEVEL 2 / LEVEL 3 SUPPORT

NETWORK / SYS ADMIN

EVENTS

Solution Overview

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RightITnow offers a Web 2.0 Solution for IT Operations :

•  Monitoring Servers , Networks and Application in a Single Pane of Glass •  Providing multi-source event correlation software •  Managing IT Operations staff and Providing Visibility to Executives •  Automating IT processes and Integrating with the IT Back office •  Enabling predictable SLA-based services

INFRASTRUCTURE & APPS

SERVICE DESK INCIDENT & PROBLEM MANAGEMENT

ServiceNow, Remedy, ZenDesk , JIRA, Serena , ManageEngine

NETWORK MONITORING

TOOLS

SYSTEM / VIRTUAL

MONITORING TOOLS

SolarWinds, Nagios, Zenoss, SCOM,

Vmware, Amazon CloudWatch …

exceptions and topology

exceptions And entity

relationships

ALERT MANAGEMENT

REMEDIATION

EVENT IDENTIFICATION

ESCALATION

ticket open / close

feedback of correlated /

remediated alerts - Action Framework

service

alert history lookup

Deduplicate enrich entity, service, customer

Correlation

X in Y Forward alert Suppression Periodic automated

rules

automation of repetitive

tasks

automated & operator actions

ticket creation

closed loop alert closure

CMDB CMDB

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A day in the life of an event

Syslog, SNMP, Email

Create your own event injector :

SOAP or ActiveMQ

REST API

  IT Apps   Scripts   RunBooks

Key Benefits

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•  Brings visibility and predictability to the management team

•  Integration into the Company workflow processes

•  Shorter time to resolution through automation

•  Higher productivity drives a lower cost of IT operations

•  Better service delivery generates customer satisfaction

Resources

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Watch our videos

Check out our whitepapers

Visit our demo site