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Service Monitoring Intelligence As Part of Your ITIL© Road Map

eG Enterprise helps customers adopt IT Service Management. Using the ITIL© Version 3 guidance as a reference framework, and a services-based approach to improvement, eG Enterprise can provide valuable data to meet your service improvement objectives. By combining a lifecycle control perspective with configuration and performance baselines that cross-functional domains, using eG Enterprise can help you :

  • Quickly provide End-to-End configuration and performance baselines for targeted IT Services
  • Establish a detailed process description for Event Management
  • Identify process improvement opportunities that may not be obvious from just a process control perspective

The results can benefit stressed IT operations staff, improve service definition, and help clarify potential Service Improvement Plans.

Exclusive focus on IT process improvement may not provide enough of a service perspective to achieve real progress. Using the Service Lifecycle and monitoring instrumentation as improvement cycles can benefit multiple ITIL© process areas and stakeholders, through high levels of Event Management process automation.

Exclusive focus on IT process improvement may not provide enough of a service perspective to achieve real progress. Using the Service Lifecycle and monitoring instrumentation as improvement cycles can benefit multiple ITIL© process areas and stakeholders, through high levels of Event Management process automation.

Perhaps even more important, the functional realities of most organizations will require a deliberate and sponsored approach that mirrors the requirements for ITSM adoption. eG Enterprise can help support such an approach.

Moving from ROI to VOI:
Process improvement & the End-to-End Challenge


Today's businesses demand rapid time-to-market, high IT Service availability and continued IT cost reduction.

The realities of most organizations do not lend themselves to either cross-functional process improvement or end-to-end service definition. Not only are there often gaps between IT silos, but there may also be gaps between IT Operations and Application Development, and perhaps even between the Business and External Customers. Processes provide communication & coordination across these functional boundaries, and customers must of course continue to pursue process improvement.

The eG Innovations' service monitoring intelligence provides a unique opportunity to leverage a service lifecycle control perspective that can compliment existing process improvement initiatives.
ITIL Service Monitoring
The definition of "End-to-End" IT Services often depends on what stakeholders you're asking and who they view as their customer. The fragmentation between organizations involved in infrastructure, applications, business processes and external customers can be a challenge. Focusing improvements on IT processes without addressing this reality will not ensure success.

Simply putting IT Service information in a Service Catalog may not provide enough value for the amount of effort involved; more immediate value as a result of service definition is highly desirable.

The key is to use the ITIL© Service Lifecycle and service monitoring intelligence to establish repeatable cycles of end-to-end service definition that provide immediate value to the organization via high levels of Event Management automation.

Event Management & Service Monitoring Intelligence

eG Enterprise functionality addresses ITIL guidelines for performance monitoring:
To monitor what is happening at every layer of every component in an end-to-end IT Service; network, system and application - learn the norms of all metrics and automatically determine which layer of which component is the source of an anomaly
This maps well to ITIL©'s Event Management process that has as its objective:
To detect Events, make sense of them, and determine the appropriate control action.
Event Management provides the basis for operational monitoring & control, service assurance, service reporting and service improvement. It is closely related to monitoring, which is a much broader-based activity.

eG Enterprise's event correlation intelligence provides rapid value to the organization as a result of instrumenting end-to-end IT Services for monitoring.

In fact, the activities associated with instrumenting end-to-end services for monitoring will require us to walk the Service Lifecycle, which can be used to capture process improvement opportunities while establishing cross-functional baselines of configuration and performance data. These baselines can provide a laser-like focus to Continual Service Improvement Programs.


Leveraging the Service Lifecycle
ITSM Services delivered by Authorized eG Innovations Consulting Partners who are ITIL Experts
eG ITIL Service Monitoring

One way to understand the controls ITIL© places on the Service Lifecycle is to look at the Service V-Model, which defines the levels of configuration and testing that must occur as you proceed through the lifecycle.

This approach often identifies improvement opportunities not readily apparent from a process control perspective.

  • Top-Down Design, Bottom-Up Implementation
  • Service Lifecycle walks identify process and service improvement opportunities
  • Monitoring instrumentation treated as improvement cycles

Phase Activities Deliverables Lifecycle Stage(s)
Project Initiation & Planning
  • Executive Briefing(s)
  • Stakeholder & Services Targeting
  • Base Line Planning
  • Preliminary Scope Stmt
  • Stmt of Work
  • Stakeholder Map(s)
  • Service Target(s)
  • Improvement Log (SLP Baseline point)
 CSI, Service Strategy
  Baselining    
Baselining Planning & Data Collection
  • Service Definition
  • Monitoring Instrumentation
  • Event Mgt Process Modeling
  • Svc Baseline Instrumentation Worksheet
  • Event Management Process Model
  • Improvement Log (SDP Baseline Point)
CSI, Service Design
Baselining & Process Definition
  • Instrumentation Tailoring & Validation
  • Baseline Reporting
  • Process Definition
  • Process Description Draft
  • Improvement Log (Rel Pkg/Early Life Support Baseline Point)
 CSI, Service Transition
  Event Management Process Definition    
Analysis & Findings
  • Baseline Reporting
  • Process Tuning & Analysis
  • Svc Baseline Instrumentation Worksheet
  • Event Management Process Model
  • Improvement Log (SDP Baseline Point)
CSI, Service Design
Project Closure
  • Closure Reporting
  • Project Closure Report
 N/A

* ITIL® is a Registered Trade Mark, and a Registered Community Trade Mark of the Officer of Government Commerce, and is Registered in the U.S. Patent and Trademark Office. IT Infrastructure Library® is a Registered Trademark of the Central Computer and Telecommunications Agency which is now part of the Office of Government Commerce.


 
                                
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