A different way to tackle
IT Operations Management

1
5 reasons to read this presentation
•  You have at least 3 monitoring tools … and likely to buy a
couple more this year
• ...
IT Operations Challenges
Maturity Gap: “Only 17% of IT Ops had automated integration
between event management and IT servi...
RightITnow: The Solution for IT Operations

NETWORK / SYS ADMIN

IT OPERATOR

IT OPERATOR/
SUPERVISOR

SERVICE DESK
LEVEL ...
Solution Overview
RightITnow offers a Web 2.0 Solution for IT Operations :
• 
• 
• 
• 
• 

Monitoring Servers , Networks a...
A day in the life of an event
SERVICE DESK
INCIDENT & PROBLEM MANAGEMENT
ServiceNow, Remedy, ZenDesk , JIRA, Serena ,
Mana...
Key Benefits

•  Brings visibility and predictability to the management

team

•  Integration into the Company workflow pr...
Resources

Watch our videos
Check out our whitepapers
Visit our demo site

8
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RightITnow in a nutshell

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See how RightITnow lets you handle IT operations in a much simpler and cheaper way

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RightITnow in a nutshell

  1. 1. A different way to tackle IT Operations Management 1
  2. 2. 5 reasons to read this presentation •  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 2
  3. 3. IT Operations Challenges 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 Configuration Tools Security Tools IT OPERATOR/ SUPERVISOR SERVICE DESK LEVEL 2 SUPPORT ISOLATION ESCALATION •  Event/Alarm flood EVENT S •  Swivel chair management •  Missing events (Infrastructure and Applications) Monitoring Tools IT OPERATOR IDENTIFICATION NETWORK / SYS ADMIN •  No correlation •  No prioritization •  No business context •  Current tools too complex LEVEL 2 / LEVEL 3 SUPPORT REMEDIATION •  End-user reported problems •  No linkage between tickets and alerts •  No automatic ticket creation •  Limited probable root cause •  Limited context to tickets from Ops Service Desk Tools 3
  4. 4. RightITnow: The Solution for IT Operations NETWORK / SYS ADMIN IT OPERATOR IT OPERATOR/ SUPERVISOR SERVICE DESK LEVEL 2 SUPPORT LEVEL 2 / LEVEL 3 SUPPORT RightITnow : Real-Time IT Event Management IDENTIFICATION REMEDIATION (Infrastructure and Applications) Monitoring Tools Configuration Tools Security Tools ISOLATION •  All events captured, normalized, processed and enriched EVENT S •  Prioritization and escalation based on business rules •  Complete workflow from problem identification to remediation ESCALATION SERVICE DESK •  Operational and Historical Dashboards 4
  5. 5. Solution Overview 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 5
  6. 6. A day in the life of an event SERVICE DESK INCIDENT & PROBLEM MANAGEMENT ServiceNow, Remedy, ZenDesk , JIRA, Serena , ManageEngine alert history lookup feedback of correlated / remediated alerts automated & operator actions automation of repetitive tasks REMEDIATION ticket open / close ticket creation closed loop alert closure ESCALATION - Action Framework service REST API X in Y Forward alert Suppression Periodic Correlation   IT Apps   Scripts   RunBooks automated rules ALERT MANAGEMENT NETWORK MONITORING TOOLS exceptions and topology Deduplicate enrich entity, service, customer EVENT IDENTIFICATION SolarWinds, Nagios, Zenoss, SCOM, Vmware, Amazon CloudWatch … CMDB Syslog, SNMP, Email exceptions And entity relationships SYSTEM / VIRTUAL MONITORING TOOLS Create your own event injector : SOAP or ActiveMQ INFRASTRUCTURE & APPS CMDB 6
  7. 7. Key Benefits •  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 7
  8. 8. Resources Watch our videos Check out our whitepapers Visit our demo site 8
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