How-to: Become more proactive in IT service delivery

How-to: Become more proactive in IT service delivery

Why is it important to be more proactive within the IT department? How do you get started? What should you avoid? A lot of companies are facing the same challenge: how can they be proactive when they have a lot of infrastructure that needs to be monitored?

A proactive monitoring approach starts by knowing and understanding your business. When you build it up, remember that all good designs come from understanding your IT services data dependencies. How do they relate to one another? Why do they relate to one another? Map that out, and start thinking ‘services’.

Once you already have a layout to the path in how to be more proactive, you stop thinking in technical components and start thinking in business services. The next question is: how do we do that with the tools we have today? Most people have experience with Operations Manager, which is a great platform to monitor components. You can really do deep-monitoring of your Windows servers or Windows Operating System, your SQL databases, and of course, when you extend SCOM with partner management packs, you can even go beyond Microsoft. You can monitor your Oracle databases or your Linux environment.

There’s so much useful information sitting in SCOM to be used by the other personas, however, the presentation layer and the way it is organized within SCOM is not how those other personas look at IT. That is because the output of SCOM is still pretty technical: it’s all about components. If you look at the personas in the IT service delivery organization, you will see that engineers definitely can work with SCOM, but it usually takes them a long time to figure out what the real problem is, what the root-cause is, and more importantly, what the impact of these alerts is. If you have 50 alerts, 100 alerts, where do you start? What is important, and how do you get to the root-cause?

Would you like to learn more about this topic? You can read our blog post here.

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