The Infrastructure Management Disconnect
Your users access business services on-line. They are not aware of the details of the IT infrastructure supporting the business services - I.e, the network devices, servers, and applications. They do not care about the common IT metrics CPU, memory, disk usage, etc. All of their complaints relate to the business service they are using. Yet, your administrators rarely take the end-user perspective into account when managing the infrastructure. Each administrator has his/her own tools for their specific domains (e.g., web servers, databases, networks, etc.), and they often have no common view of what is happening with the business service.
Monitoring Silos Does Not Suffice for Multi-Tier Infrastructures
Since each administrator uses a different toolset for their infrastructure tier, there is little or no integration across the silos. So when users complain, there is no simple way to determine where the users problem relates to.
Infrastructure triage is a hot potato! No administrator wants to admit it is their problem. Even worse, since they are not taking the user perspective, it is highly likely that they are not even seeing the problem in the first place. Consequently, when a problem is reported or detected, it takes several hours to troubleshoot what actually caused the problem i.e., is it the network? Database? Application? Virtualization platform? Storage? And while this happens, the business continues to be impacted. Valuable time of your experts is also taken up in routine fire-fighting.
eG Enterprise Business Service Management Across Physical and Virtual Infrastructures
eG Enterprise is a business service monitoring and management solution for IT infrastructures. The business service management solution is a general practitioner for the IT infrastructure. It is the first point of contact to determine whether there is a problem with one of the critical business services. If there is a problem, the service management solution provides additional detail to help identify which domain(s) is responsible for the problem i.e., is it the network, or the database, or the application, or storage, or the virtualization tier? By helping quickly identify where the bottleneck lies, the service management solution avoids finger-pointing between domain administrators. By helping administrators rapidly zoom into the root-cause of a problem, the service management solution helps administrators keep their critical business services running all the time. By pointing out the problematic tiers, the service management solution ensures that only the right administrators need be involved in fixing a problem. By differentiating the cause and effect of problems the service management solution ensures that administrators are focused on the cause of the problem and not distracted by the effects.
A service management system does not replace all the existing domain-specific administration and monitoring tools. Instead, it complements these existing expert solutions. While the domain-specific monitoring tools provide deep dives into the performance of specific tiers, they are often difficult to use and require experts to interpret the results. A service management solution is intended to be used by the customer support and level 1 support staff. Hence, it is designed to be easy to use and does not require a great deal of expertise to operate.