Central Ohio Local User Group

crashclappergapΛογισμικό & κατασκευή λογ/κού

13 Δεκ 2013 (πριν από 3 χρόνια και 10 μήνες)

60 εμφανίσεις

Central Ohio
Local User
Group

C e n t r a l Oh i o L o c a l Us e r Gr o u p

Central Ohio
Local User
Group

Agenda


Who is presenting?


Who is Fruition Partners?


What is our history?


What is Event Management?


Case Study


Background


The Solution


Questions


Optional:
FruLeaf

Group Picture

Central Ohio
Local User
Group

Who is presenting?


John Manner


Engagement Manager


ITIL v3 Foundations


Derek Hodge


Technical Analyst


ITIL v3 Foundations


Fun Fact: Has a lot of nicknames. Ask him.

Central Ohio
Local User
Group

Who is Fruition Partners?


ITSM Consulting


ITIL Training


ITIL Process Workshops


ServiceNow

Partner


Implementation


Consulting


Custom Solutions (Platform as a Service)

Central Ohio
Local User
Group

What is our History?


Founded in 2003


Experience in financial
services,
legal,
mobile media
, manufacturing,
healthcare, retail, academic, etc..


40% growth


Service
Management
Knowledge


Implementation model that is better
and faster


Central Ohio
Local User
Group

What is Event Management?


ITIL Sleep
-
Aid


In
ITIL v3, event management is an additional feature used
to define a process that helps leverage automation to
manage events to become more effective and efficient. ITIL
defines an event as "any detectable or discernable
occurrence that has significance for the management of the
IT infrastructure or the delivery of IT service and evaluation
of the impact a deviation might cause to the services.. (ITIL
Service Operation book, Page 35)
.


Most basic Event Management process?


You see something happen and you tell someone else about
it. Then you look for ways to automate that.

Central Ohio
Local User
Group

You see something happen
(Monitoring)


Reactive


Someone tells you something is broke


Proactive


You are aware of these “events” before
anyone else and can act on them

Central Ohio
Local User
Group

Proactive monitoring tools

Operations
Team

HP
Openview

Orion
SolarWinds

Nagios

About a
billion
others

Central Ohio
Local User
Group

Problem?


Why isn’t this working?

Users


I think something is
broken

Service
Desk


I know what’s
going on!

Operations


Everything is
just fine

Management

Central Ohio
Local User
Group

What happens?

Central Ohio
Local User
Group

Automate it!

Service
Now

Service Desk
(via Incident)

End User
Notification
(via Portal)

Management
Notification

Monitoring
Tool

Central Ohio
Local User
Group

Case Study



Retail Company


Employees ~5000 / Over 100 Locations


Using HP
Openview

for network
monitoring


Implemented
ServiceNow

in six months


Incident, Problem, Service Request


Knowledge, CMDB (Discovery), Event

Central Ohio
Local User
Group

Requirement


Incidents


Automatic


Five events that were well known


Operator intervention


Leveraged legacy knowledge that will
trend into more automatic incidents


Central Ohio
Local User
Group

Requirement


Notifications


Computer Operations Team


Support Team for affected
Configuration Item (CI)


Support Manager for affected Business
Service


Central Ohio
Local User
Group

Steps to Solution


MID Server


Install HP
OpenView

Plugin


Install Perl on HP
Openview

Server


HP
OVO to
ServiceNow


Setup HP OVO trouble ticket interface to execute
TroubleTicket.sh


TroubleTicket.sh

makes a SOAP call to
ServiceNow

and inserts a "Notification" input record


The
import transform map creates a new incident, or correlates on an existing incident to update
it. It also creates a Listener for the incident for when the incident is modified, HP OVO is notified.


Update
the conditions in each policy
with the alarms you want to generate a trouble ticket.


ServiceNow

to HP OVO


Create notification for all required alarms


Execute
the HP OVO
opcmsg

command line when a
ServiceNow

record is updated or closed


U
se
the
correlation_id

field to correlate a
ServiceNow

Incident to a HP OVO event ID


Execute command by proxy using the MID Server.


Central Ohio
Local User
Group

Source: Matt
Beran

Central Ohio
Local User
Group

Questions


More Information


www.fruitionpartners.com


Webinars


www.fruitionpartners.com
/webinars
-
fruition
/


Central Ohio
Local User
Group

FruLeaf

Group
Picture

Mid
-
Atlantic LUG

We can do better!