The document discusses setting up a monitoring system to track key metrics like response time, error rates, and system availability across multiple IT systems and business services. It provides details on configuring monitoring of technical components, mapping metrics to customer-defined availability criteria, and calculating overall service and IT availability using various methodologies and reporting tools. Customer requirements and service level agreements must be taken into account to ensure the monitoring system measures the right metrics and provides visibility into the customer experience.

1. Yuriy Bondarenko
expert of monitoring and automation

3. Organize the process of reviewing the
complaints of users and compensate it by
monitoring
Promoting by leadership
Part of the company's strategy
Presence of service catalog
Projects include monitoring phase

5. IT System #1
IT System #2 IT System #3
Businessservice
(5ITsystems)
Businessservice
(2ITsystems)
Businessservice
(3ITsystems)

6. Application
cluster
Database
cluster
Balancer

7. Ping
Basic services
CPU utilization
Memory utilization
Disks availability
Disks % free space
Disks latency
Status code
Response time
Connection count
DNS lookup
SSL certificate check
telnet 80
Failed request
Demon started
Exceptions log
telnet app port
JMX query
OLEDB query
Instance status
Database state
Free table space
Active sessions
And so on

8. JSONJSON
|| XML|| XML
HTMLHTML
HTTPHTTP
POSTPOST
HTTPHTTP
GET,GET,
POSTPOST
Try logon
Try get history
Try get data
Try logon
Try find
Try send sms
For example
PowerShell + dll
SOAP query
HTTP GET, POST
WCF methods invoke
Using different API
JSON converter
XML converter
Invoke web scenarios
Check availability
Metering of speed invoke

9. Get service
Provide service
User experience. Send transaction history

10. Technical view. Send transaction history
HTTP POST
UserId,
ServiceId,
actionId
WebRequest
Application serverWeb server
Data Access
Framework
Insert record
(new order)
JOBApplication server
Integration API Send email
Data Access
Framework
Application server
Self Care System Order management
Billing systemMail system
Updateorder
Getoreders
Update
order
Sender log

11. Sender log
HTTP POST
UserId,
ServiceId,
actionId
WebRequest
Application serverWeb server
Data Access
Framework
Insert record
(new order)
Application server
Data Access
Framework
Integration API Send email
Application server
Self Care System Order management
Billing systemMail system
Updateorder
Getoreders
datapresenceaftert
update
order
Monitoring of inserting
exception
Checkstatusafterdeleting
Monitoring of deleting
& sending exception
Check status after sending
Check status after sending
Technical view. Send transaction history

13. get criteria of unavailable
mapping of monitoring
metrics and criteria
build “tree of health” in monitoing
methodology of calculation
of service availability
methodology of calculation
of IT availability
requirements for the reporting
system or RT dashboard
Customer says:
“The service is not available:
• when the money is not received for services rendered.
• when money is received but it is not delivered a service”
Customer’s requirements must be in conformity with monitoring metrics
For example:
•Service is unavailable = Base Page Status Code 500
•Service is unavailable = E2E logon is rejected
•Service is unavailable = email sending error & order updating error
Worst state
Best state
Best state
Worst state
Monitoring metrics
Good
Bad
How can you calculate?
Using schedule of support in SLA (8x5, 12x7, 24x7)
Using of repeat count to avoid false alarms (accuracy is lower, reliability is higher )
Not to use the data layer in the calculation of availability
Try to get the cost of service downtime. You will have a lot of customers)
How can you calculate availability of IT?
You can use coefficients
Service1 (Domain1) – 0,1
Service2 (Domain2) – 0,9
24HH IT Uptime =
100% - 24HH Serv1 DownTime%*k + 24HH Serv1 DownTime%*k
Or other, most difficult formulas)
Built coefficients
•BCM
•Count of users
•Service profitability
You can use the average
and not to worry
It can be:
periodic email with counters, report, real-time dashboard with analytics
You have to know the architecture of the monitoring database
You have to have a mechanism of operational availability management!!!

14. $
Availability
Performance
Financial losses
DL,BL,PL Influence
Monitoring detection
Critical incidents
Other
Attributes of SLA