ITOps v7.0.0-Release Description

 

 

Introduction of ITOPs Package Workflow

ITOPs Package Workflow aims to provide enterprises a centralized mechanism to manage their infrastructure and applications. ITOPs PWF gives a single pane of glass view to other monitoring tools customer uses, the capabilities helps organisations:

• Effective management of Alerts with alert correlation

• Dashboard and Alert console giving engineers a comprehensive view of events and alerts from various tools

• Configurations and rules to effectively manage tickets

Enable personas - ITOPs Engineer, ITOPs Administrator, Installation Engineer

ITOPs is enabled with following personas:

• Installation Engineer

• ITOPs Administrator

• ITOPs Engineer

• Customer Visitor

ITOPs Alert Console Implementation

Alert Console in ITOPs is the area within the application which displays alerts and provides functionalities to act on the alerts.

Alert Console has:

• Alert List

• Alert List Productivity Features

• Alert Filter

• SLA Indicator

Implementation of Alert Listing Page

Alert Listing page enables the ITOPs administrator / ITOPs engineer to view the alerts generated and act on the alerts. Alert Listing page includes:

Basic Details related to Alerts

Basic details such as Alert ID, Created Time, Modified Time, Alert Message, Source, Resource Name, IP, Metrics, Ticket Number, Elapsed Time, and State/Action.
Users can see additional details by clicking on  ‘…’  against the record.

Severity of Alerts

ITOPs PWF enables to visually identify the severity of alerts in Alert Listing so that user can quickly identify the alerts that needs urgent attention. Severity of alerts is identified as follows:

• Ok – Green

• Warning – Orange

• Information – Blue

• Major – Magenta

• Minor - Purple

• Critical – Red

When a new alert is received and correlated with an existing alert cluster, the severity indication strip displays the colour of latest alert's severity.

Sort by Severity 

Alerts available in the Alert listing page can be filtered based on severity of the alert. 

Refresh/Auto Refresh feature

An ITOPs Administrator or ITOPs engineer is enabled with the feature to specify the refresh interval of alert listing page so that the list page displays latest information.

Facility to download alerts

An ITOPs Administrator or ITOPs engineer is enabled with the capability to download alerts as .CSV file.

Facility to handle display of correlated alerts as a single line item‎

Alert Listing page displays all correlated alerts as a single line item, so that the user can monitor the infrastructure effectively.

Assigning an alert and associated ticket to logged in user

ITOPs PWF enables the users to view all the alerts and also provides the capability to assign to self (logged in user). In addition, user may assign to other users or groups as per requirement.

Ability to mark an alert as "acknowledged" based on organisational policy

ITOPs PWF provides the capability to define acknowledgement policies for alerts for which ticket need not be generated. In such cases, user can mark the alert as "Acknowledged". based on organisation policy.

Ability to create and save alerts filters

Alert Console provides an Advanced Filter capability to filter the alerts based on predefined criterias. The criterias / filters (regulary used) can be saved, as per requirement.

Move alerts in a cluster to new one by creating a new ticket from Alert Listing

ITOPs PWF provides the capability to create cluster of alerts based on certain policies. But if the users feel that some of the alerts in the cluster must be moved to a new cluster, they can do so by selecting them from the alert cluster pop over and clicking the ‘Create Ticket’ button. 

This feature also allows users to create ticket to a non-ticketed cluster (Acknowledgement)

Ability to Close and Hold Alerts

Alert Console provides the capability to view the list of alerts. This also provides the capability to close or hold alerts, in addition to assign option.

Ability to close (resolve) a ticketed Cluster

Alert Console also provides the capability to close a cluster of tickets. The PWF also enables to:

• Ability to move a ticket associated with a cluster to 'Hold' status

• Ability to move more than on alert cluster to 'Hold' Status

• Ability to move more than one alert cluster to 'Close' Status

ServiceNow Integration

Services Now is integrated with SmartOps which enables to view and act on Service Now tickets.

Interface to view ServiceNow ticket details

ITOPs PWF provides an interface to view the service now tickets.

Ability to act on ServiceNow tickets

ITOPs PWF is integrated with Service Now, and Service now tickets can be assigned to a team member or a group. 

Dashboard Features

Dashboard is the section in ITOPs where various widgets is displayed for the ITOPs Engineer. This dashboard is powered using Grafana.

Dashboard consists of the following widgets:

 

• Top Alerts

• Top Noise Creating Devices

• Total Number of Open Tickets in Service Now

• Open vs Closed Alerts

• Alert Trend

• Resolution SLA

• Alert Pattern

• Source Device Mapping

 

Network Topology/Infrastructure

ITOPS PWF is enhanced to manage the network topology feature.

ITOPs administrator is enabled to import a network topology using the import section so that SmartOps can use it for correlation of alerts.  

Topology data is moved from Grakn to Elastic Search.

This feature is available only thriuh API. It is also possible to import device inventory via API.

Alert Correlation Policy

Alert Correlation policy defines how alerts should be correlated. Alert Correlation policy enables to cluster related alers together. All the alerts within a cluster will be mapped to a single ticket.

It also allows users to specify:

• Whether to consider topology while correlating alert

• Similarity checking rules

Alert Correlation feature enables to:

• Create New Alert Correlation Policy for ITOPs Admin users.

• View Alert Policies for ITOPs engineer users.

• Edit/Delete Correlation Policies.

Alert Acknowledgement Policy

Acknowledgement policy decides on which all conditions, auto ticketing should be skipped. Certain scenarios may have the requirement to skip the ticket creation for certain alerts. ITOPs PWF provides the capability to define acknowledgement policies.

Recovery Policy

This feature is available only via API.
Allows policies to be set on how they system can identify a recovery condition from the received alerts.

Auto closure and Flapping Configuration

This feature is available only via API.
Auto closure and Flapping configuration allows to specify how the clusters can be closed when they receive a recovery alert (based on recovery policy).

 

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