Yuriy Bondarenkoexpert of monitoring and automation

Organize the process of reviewing the complaints of users and compensate it by

monitoring

Promoting by leadershipPart of the company's strategy

Presence of service catalog

Projects include monitoring phase

IT System #1

IT System #2 IT System #3

Busi

ness

ser

vice

(5 IT

sys

tem

s)Bu

sine

ss s

ervi

ce(2

IT s

yste

ms)

Busi

ness

ser

vice

(3 IT

sys

tem

s)

Applicationcluster

Databasecluster

Balancer

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

JSONJSON || XML|| XML

HTMLHTML

HTTPHTTPPOSTPOST

HTTPHTTPGET, GET, POSTPOST

Try logonTry get history

Try get data

Try logonTry find

Try send sms

For examplePowerShell + dllSOAP queryHTTP GET, POSTWCF methods invokeUsing different APIJSON converterXML converterInvoke web scenarios

Check availabilityMetering of speed invoke

Get servi

ce

Provide service

User experience. Send transaction history

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

Upd

ate

orde

r

Get

ore

ders

Upd

ate

orde

r

Sender log

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

Upd

ate

orde

r

Get

ore

ders

data

pre

senc

e aft

er t

upda

teor

der

Monitoring of inserting exception

Chec

k st

atus

aft

er d

eleti

ng

Monitoring of deleting & sending exception

Check status after sending

Check status after sending

Technical view. Send transaction history

get criteria of unavailable

mapping of monitoringmetrics and criteria

build “tree of health” in monitoing

methodology of calculationof service availability

methodology of calculationof IT availability

requirements for the reportingsystem 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 metricsFor 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 stateBest 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 availabilityTry 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) – 0,1Service2 (Domain2) – 0,9

24HH IT Uptime = 100% - 24HH Serv1 DownTime%*k + 24HH Serv1 DownTime%*kOr 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 databaseYou have to have a mechanism of operational availability management!!!

$

Availability

Performance

Financial losses

DL,BL,PL Influence

Monitoring detection

Critical incidents

Other Attributes of SLA