The monitoring of IT infrastructure and the business services delivered by IT systems is a critical responsibility the IT department. Monitoring provides the visibility into what is going on and in its absence IT teams and management are left blind as to what is occurring and can only operate in a reactive manner after issues arise and often after complaints from end users.
The concept of Business Service Management (BSM) is quickly gaining prevalence and the preferred approach to monitoring and fits well within the ITIL v3 framework. BSM places a priority on understanding the services that IT is delivering to its stakeholders and monitoring and managing these services directly. This typically involves a focus on monitoring the end user experience of the service and grouping the infrastructure monitoring into views which highlight their relationship to the service being delivered. This provides direct visibility into the quality of delivery of the service and the individual components within the technology stack that are involved in the delivery of the service. This comprehensive approach is a crucial dimension in any attempt to deliver highly reliable business services by IT.
JDS provides advice, professional services and tools to assist with implementing best practice monitoring solution in line with the business service management principles. Our areas of expertise include:
- End User Experience Monitoring
Direct monitoring of your end users has been shown to be the most effective way of determining how well a business service is being delivered. JDS has extensive experience setting up end user monitoring across a vast array of IT systems ranging from web 2.0 applications and ERP/CRM systems, through to services delivered via thick clients, terminal emulators and Citrix. - Infrastructure Monitoring
Understanding how your application is performing from an end-user perspective is important, however being able to use technology to then drill-down on where any performance or availability issues may result from is important. JDS has experience in assisting organisation determine the most appropriate approach, and technology, to meet these diverse needs. - Event Correlation
The objective of event correlation is to provide a single platform that enables the simplification and consolidation of event management. Doing so supports ongoing improvement in performance and availability of business applications, in addition to reduced operational costs. - Network Monitoring
JDS have experience in providing tools and services to deliver an integrated solution that enhances network performance and availability. Breaking down traditional silos and functions across IT organisation through integration with enterprise monitoring systems, implementation on integrated network management systems can improve resource utilisation and service level compliance. - Device and Dependency Mapping
Provide the ability to automatically discover physical and virtual IT assets and applications — and, importantly, manage the relationships between them.