Estudo Gartner - IT360 ManageEngine

Issue 1

1 Integrated IT
Management Lorem ipsum dolor sit amet sit
Integrated IT Management
7 The Value of
Integrating
Availability &
Performance
Management and Empower IT with end-to-end visibility
Service Desk Tools
12 About ManageEngine

Introduction
Today’s IT environments are built from a
remarkably diverse set of software, systems
and components – off-the-shelf and custom
applications, databases, servers, and networks
are integrated to meet business requirements
and serve user needs. Achieving the full business
value of IT relies on monitoring and managing
the health, availability and performance of these
complex and diverse resources while maintaining
a quality user experience.

Businesses view IT as a key strategic asset, yet
are often frustrated when the performance and
business value of key IT components can only
be monitored and managed independently using
silo-ed IT management tools. The tasks of IT
and operations management are conventionally
accomplished using tools dedicated to specific become front page news. As a result, IT and
applications and infrastructure components, and operations managers are seeking a 360˚ view
service desks operated in a reactive manner to that spans all enterprise applications and systems
user complaints. to rapidly identify problems, monitor performance
against key business metrics, and enable service
According to Gartner1, “The integration of desks to predict when systems warrant trouble
availability and performance management tools tickets – even well before users complain.
with the service desk promises increased IT
operations efficiencies, resulting in reduced IT As businesses seek the holy grail of measurable
downtime and improvement in service quality Return On IT through “a single pane of glass”
and support to the end user.” that spans all IT domains, a new and powerful
class of integrated IT management solutions has
This integration of IT management and service emerged.
desk becomes essential as organizations
increasingly rely on IT-driven business models Integrated IT management enables business
and service outages and security breaches managers to better understand, anticipate and

Featuring research from

2

respond to IT-driven business events; and an • Evaluate scalability of applications, systems
integrated, single-dashboard view empowers IT and infrastructure
managers to provide the desired transparency,
visibility and service-level management. • Anticipate capacity requirements and scale up
to keep pace with future growth
Organizations are turning to integrated IT
management solutions to: It’s a new day in business, and IT plays a central
role, which requires a holistic, integrated view
• Reduce operational costs and increase IT and of all components for proactive, end-to-end
service desk staff efficiencies management, to ensure that IT is delivering its
full business value.
• Achieve higher utilization of IT systems and
infrastructure Source: ManageEngine

• Reduce spending on monitoring tools and
regain control over “IT sprawl”

ManageEngine IT360
Align IT with business goals using • How do IT services affect business goals?
an integrated approach to systems,
network and application performance • Does the IT organization have complete
management visibility to respond to top business
challenges?
According to Gartner2, “Today’s business
• Can CIOs show executive management what’s
demands quality of service, application
really happening in IT?
availability managed to service level agreements
(SLAs) and agility responsiveness, which relies
• Are Service Level Agreements (SLAs) using
on higher degrees of IT operations efficiency.”
relevant Key Performance Indicators (KPIs)
To address these demands, integrated IT
being met?
management solutions can provide a framework
that enables organizations to gain visibility ManageEngine has delivered enterprise IT
into their IT infrastructure from end to end and management software to more than 45,000
improve its performance, answering critical customers worldwide and recognized the
questions, such as:

FIgure 1 ManageEngine IT360 provides a single-dashboard view of IT infrastructure.

Source: ManageEngine

3

pressing need for a new IT operations and service ManageEngine IT360’s built-in IT ServiceDesk
management solutions built from the ground up, helps reduce the complexity of workflows and
with an integrated approach that enables IT to makes it easy for IT administrators to run IT
deliver its true business value. operations effectively and efficiently. It also offers
best practices to make sure that business services
ManageEngine IT360 is a highly capable, are available 24x7x365. In turn, this enables
affordable and easy-to-use integrated IT decision makers, such as CIOs, IT managers and
management solution; designed to provide a service managers, to formulate the right business
holistic view of the way in which a company’s strategies to enhance productivity and achieve “With IT360, we moved
systems, networks and applications are success. from multiple IT tools
supporting business operations. Although there to one integrated,
are many Business Service Management (BSM) Manageengine IT360 Value Proposition end-to-end monitoring
and Application Performance Management (APM) With ManageEngine IT360, there is finally an solution. A single
solutions available in the market, ManageEngine affordable, easy-to-use, single-console, integrated console gives us a
IT360 offers an unsurpassed combination of IT management product with all the capabilities unified view into all our
features, that enables decision makers to make historically available only in the most expensive, IT infrastructure.
the right decisions, helps IT administrators ensure complex software suites. It also gives us business
high uptime and equips ServiceDesk technicians insight needed to make
to resolve issues without too much hassle or at Single dashboard for a consolidated view accurate decisions
too high a price. of IT and report back to
our customers. The
ManageEngine IT360 optimizes and accelerates • Complete visibility which makes it easy to flexibility and ease
the alignment of IT management with business identify and fix problems faster, thereby of implementation of
goals by monitoring KPIs, SLAs and other critical realizing greater IT productivity IT360 gets us to
business metrics without disrupting existing market faster while
workflows and processes. ManageEngine IT360’s • Avoids a siloed approach to IT management to providing a lower total
customizable operational dashboards monitor reduce complexity and simplify IT ownership cost.”
the performance of business applications, their – Senthil Manimuthu
related services and overall system and network Integrated monitoring and service desk Executive Director of IT
performance, providing real-time information modules for greater collaboration between IT Infrastructure, PMSI

that enables you to quickly and accurately assess Operations and IT Service Management
business conditions.

FIgure 2 A single view of IT with ManageEngineIT360’s actionable dashboard


4

• Improve problem detection and resolution Manageengine IT360
time resulting in reduced downtime for higher
quality of IT service. Collaboration between gain end-to-end visibility into IT
network, server, applications and service desk performance
teams enables better teamwork
Integrated Systems, Network and Application
Fully integrated solution from one company Performance Management
• No need for professional services to assemble Gartner ’s4 integration objectives include:
separate IT monitoring and management
modules-alternative approaches require you • Reducing downtime and increasing IT service
to purchase individual modules and spend quality and end-user satisfaction
substantial time to put it all together
• Optimizing resources and increasing
• Designed organically from the ground up efficiencies (i.e., more issues resolved at
versus disparate products from high-cost Level 1 support)
vendors, that were acquired from multiple
sources • Removing delays and gaps in the fault-to-
resolution process and reducing the mean
Minimal configuration and no specialized time to repair (MTTR)
expertise
• Proactively informing the IT administrators of
• Easy setup results in faster time to faults (before end users report the issues)
deployment
• Automatically escalating issues in line with
• No need for experts with specialized training SLAs
Intuitive user Interface • Improving the accuracy of the fault-to-
resolution reporting (i.e., providing specific
• Saves time and improves responsiveness downtime and MTTR statistics)
• Easy to learn for better team productivity • Improving trend and analysis reporting
Wide range of functionality such as SLAs, ManageEngine IT360 takes an agentless
business views, KPIs, capacity management approach to proactively monitor the health,
and trending availability and performance of servers, networks,
applications, ERP systems, databases, mail
• Features such as SLAs, business views, and
servers, Java transactions and other web-based
KPIs allow the IT team to focus on high-
services. IT360’s integrated views are well suited
priority problems that impact the business
for today’s N-tier web applications and their
complex dependencies on servers, databases,
• Empowers IT to respond to real-world
web servers, middleware components and web
problems in a highly responsive manner
services linked using SOA.
• Capacity management and trending helps
plan for future growth and protects existing
investments

5

FIgure 3 ManageEngine IT360 is built from the ground up for integrated IT management


Many applications that are clustered for real-time network behavior; and helps business
scalability and high availability require tools managers understand how bandwidth utilization
that help define proper correlations between impacts business objectives.
resources. ManageEngine IT360 helps monitoring
these complex infrastructures and makes end user experience Management
performance and service monitoring meaningful As enterprises take their business online,
for all stakeholders. With its in-depth application responsive applications, uninterrupted
performance management, ManageEngine IT360, transactions and minimal downtime are critical.
can go deep into these applications and check for ManageEngine IT360 enables administrators
performance and availability. to monitor interdependent systems, identify
bottleneck issues and apply remedial action
real-time Network Visibility quickly.
ManageEngine IT360 offers comprehensive
performance and fault management across ITIL-based Service Desk
the WAN infrastructure and helps to ensure ManageEngine IT360’s built-in, ITIL-ready Service
connectivity across branch offices. ManageEngine Desk helps reduce the complexity of workflows
IT360 provides complete network performance by automating critical processes, which allows
management that includes monitoring network support teams to focus on real business needs.
uptime, network visualization, capacity planning This helps improve the efficiency of the support
and network security, with proactive monitoring team and makes it easy to run effective IT
and automated alert escalation. operations. ManageEngine IT360 supports ITIL
processes such as incident management, problem
Integrated Traffic Analysis and Bandwidth management, and change management and
Monitoring configuration management database.
The integration of traffic analysis and bandwidth
monitoring gives IT and network administrators
greater visibility into traffic patterns to track

6

According to Gartner3, “The ability to rapidly • Monitor critical web applications (URL/SQL),
understand, track and remediate an IT event or SOA and other end user transactions, such as
fault is a critical step to aligning IT management LDAP lookup, mail server round trip times, etc.
with the needs of the business.” ManageEngine
IT360 delivers on the vision that only when • Monitor in-depth details of transactions,
you gain true clarity and transparency, can you including the time taken for each individual
unleash the full potential of IT. component to load.

What IT Operations and Service Management • Set thresholds for critical applications to
Teams Can Do with Manageengine IT360 monitor the end-to-end user experience of any
application including its execution time and
• View key usage and performance metrics from quickly troubleshoot problems.
a single dashboard to gain immediate insight
into problems that impact business using
Business Service monitoring.

Gartner Research “The Value of Integrating Availability and Performance Management and Service Desk Tools”, David
1,2,3,4

Williams, 5 March 2010

7

research from gartner

The Value of Integrating Availability and Performance
Management and Service Desk Tools

The integration of availability and WHAT YOu NeeD TO KNOW
performance management (A&PM) tools There are many benefits for integrating
with the service desk promises increased IT A&PM and service desk tools, but without the
operations efficiencies, resulting in reduced appropriate expectation level and planning, the
IT downtime and improvements in service risk of failure is high. However, to realize the
quality and support to the end user. A&PM benefits, we recommend keeping the integration
and service desk integration has been mechanisms simple, preferably with one A&PM
available for over two decades; however, tool (commonly referred to as “the manager of
few have succeeded in reaping the benefits managers”) acting as the event conduit, passing
due to organization, process maturity events with actionable service impact details and
and technology deficiencies. With the establishing a process to manage how, what and
appropriate level of planning, expectation, when event data is passed between the tools.
process maturity and IT management tools Finally, ensure that your organization understands
integration, the promised benefits can be and supports the process.
achieved. Organizations looking to improve
IT service to their business and increase IT STrATegIC PLANNINg ASSuMPTION
operations efficiencies should investigate
By 2015, 60% of large enterprises will have
integrating their tools and processes.
effectively integrated their applications and
Key Findings performance management data with their service
desk tools, up from 35% today.
• Effective integration between A&PM and
service desk tools can reduce business ANALYSIS
downtime through the removal of manual
With business managers demanding greater
intervention, removing “lag” from the process,
IT availability and improved customer service
improving response time and reducing
quality, IT operations are revisiting A&PM and
downtime.
service desk integration as a way to increase
• Integration between business service IT management efficiencies, reduce the time
management (BSM) tools and the service desk it takes to identify and resolve IT outages, and
allows support staff to focus on the issues reduce the impact IT issues have on the business.
with the greatest impact on the business. In addition, integration also provides better
reporting and trend analysis, tying service desk
• Few IT organizations have successfully tickets back to the real reason for the outage,
automated the fault-to-resolution process, which can improve trend analysis. It also ensures
with most continuing to rely on the manual that a ticket is created for each outage (whether
logging of issues detected by A&PM tools. an end user calls the service desk or not) and the
outage time is properly recorded in the ticket (the
recommendations service desk doesn’t always know exactly when it
first occurred). With the appropriate expectations,
• Integrate IT service desk tools at the highest-
resources and planning, the value gained by
level A&PM event source, preferably once the
integrating event and problem management can
service impact has been associated with the
be greater than the tools used independently.
event, enabling support to manage issues in
line with business impact. The ability to pass A&PM events from data
center operations to service desks has been
• Avoid sending event data from multiple A&PM
available for more than two decades; however, IT
tools to the service desk in order to reduce
organizations that have successfully automated
confusion and wasted effort.
the capability are in the minority, with most
continuing to rely on the manual logging of
• To gain greater visibility and control over the
issues detected by the A&PM tools. Today’s
fault-to-resolution process, investigate the use
business demands quality of service, application
of run book automation (RBA) tools for tool
availability managed to service-level agreements
integration and process orchestration.

8

(SLAs) and agility, which relies on higher degrees The Value of Integration
of IT operations efficiency. The ability to rapidly
understand, track and remediate an IT event or Without integrating A&PM and service desk
fault is a critical step to aligning IT management tools, the ability to manage outages remains
with the needs of the business. Increased IT end-user-driven, resulting in the service desk
management process maturity, IT operations being unaware of a reported issue. The end user
accountability, the adoption of best practices and is then questioned about the symptoms, with
the demand for greater IT operations efficiencies IT operations trying to recover the situation in
are all drivers increasing the chances of success isolation. Even when communication among
at meeting a set of integration objectives. the IT operations teams occurs (face-to-face, via
Integration objectives include: telephone or via cubicle shouting), recovery time
and the ability to track and manage the fault is
• Reducing downtime and increasing IT service seriously diminished.
quality and end-user satisfaction
A manual event management process, where
• Optimizing resources and increasing events are manually reported (by e-mail or
efficiencies (i.e., more issues solved at Level 1 phone call) and an incident ticket is opened
support) and updated by the service desk, with continual
updates from the data center operations
• Removing delays and gaps in the fault-to- team, requires a high degree of cross-function
resolution process, and reducing the mean organizational collaboration to ensure each
time to repair (MTTR) issue is managed effectively. A manual process
requires far greater communication than an
• Proactively informing the end users of issues automated procedure, because end users and the
(before the end users report the issue) service desk need regular updates. Typically, it’s
a manual process prone to longer recovery times,
• Automatically escalating issues in line with due to lapses in communication and human error.
SLAs
When an outage occurs, there are four timelines:
• Improving the accuracy of the fault-to- fault, data center operations, service desk
resolution reporting (i.e., providing specific and business. Figure 1 shows a typical fault-
downtime and MTTR statistics) to-resolution process with limited A&PM and
service desk integration. The fault is noticed
• Improving trend and analysis reporting first by the business. The end users report an

FIgure 1 Non-integrated A&PM and Service Desk Tools

Business Offline Business Online
Business
impact
timeline Business Downtime

Service desk End users Incident Ticket closed,
management report ticket Problem Tracking end users
timeline problem opened updated

Data center
Event detection Business impact — service-level assessed
operations & awareness Event analyzed and fixed
timeline

IT Downtime
Fault
timeline
Fault Fault Recovery
Time

Source: Gartner (March 2010)

9

issue to the service desk and this opens an (e.g., outbound alert) or reactive (end-user-
incident ticket. The fault, something that has not reported issue) communication, and it affords
occurred before, is managed through the problem an immediate parent/child incident structure,
management system. IT operations personnel allowing the quick and effective grouping of
work to identify, isolate and fix the fault, incident records. This provides a greater depth of
providing the service desk with regular updates. impact information, as well as a comprehensive
Once the fault is resolved, data center operations ability to communicate updates and fixes.
pass this information to the service desk, which
then closes the incident and informs the users. With the A&PM and service desk tools
This fault-to-resolution process is triggered by the synchronized, incidents are tracked and
business end user, driven by human interaction, automatically updated as IT operations step
and impacted by communication “lag. through the resolution process. When the
fix is complete, the incident ticket is closed
An automated procedure requires less manual and the end users are informed. Integration
intervention. The objective is to minimize the and automation ensures communication is
fault timeline (fault to resolution) to reduce quicker, eliminating gaps associated with
business downtime. To do this, the data human intervention (e.g., error analysis and
center operations and service desk timelines fix prioritization negotiation) and manual
need to be optimized through automated, intervention – reducing IT downtime and,
bidirectional communication between A&PM therefore, the overall MTTR.
tools (represented by the data center operations
timeline) and the service desk (represented by A&PM and service desk integration provides
the service desk timeline; see Figure 2). value that spans across IT operations into the
business.
An A&PM detected issue automatically opens
an incident ticket and the service desk staff is Value to IT Data Center Operations:
immediately aware of the issue, allowing them
to inform the end users of the issue and provide • Optimizes data center operations
them with IT service interruption details. In effectiveness and increases overall IT
addition, it provides a mechanism for proactive

FIgure 2 Integrated A&PM and Service Desk

Business Offline Business Online
Business
impact
timeline Business Downtime

Service desk Incident Ticket closed,
management ticket Problem Tracking end users
timeline opened updated

Data center
operations Event Event analyzed
detected and fixed
timeline

IT Downtime
Fault
timeline
Fault Fault Recovery
Time

• Reduces the MTTA
• Reduces complexity and eliminates steps
• Increases understanding and communication

Source: Gartner (March 2010)

10

operations accountability to the business outage reports) and able to support IT operations
(reduced downtime) processes (e.g., in support of agreed-on SLAs).
To meet these objectives, the integration must
• Increased operational efficiency through provide:
proactive communication and reporting
(decreasing MTTR and allowing IT operations • The ability for the A&PM tools to create, open,
to address issues with less interruption) update and close incident tickets – both
automatically and manually
• Collaboration between data center operations
and the service desk, ensuring incidents are • Reliable, dependable integration (e.g., with
owned, controlled and managed to resolution data buffering)
directed by service levels, without being
constantly pressured to fix them by end users • Integration between tools’ application
programming interfaces, preferably developed
Value to the Service Desk: and supported by each tool’s vendor (data
passed via e-mail is not integration, it is
• Proactive understanding of A&PM incidents communication)
impacting the business
• Event or incident ticket status changes
• IT issues identified, logged and owned before synchronized between both tools (e.g., a fixed
an end user reports them (allowing the service fault closes the ticket)
desk to proactively update the business)
• Reports created on incident ticket information
• Service desk becomes an integrated, integral containing all details on the ticket made
part of the IT operations fault-to-resolution available, allowing data center operations to
process understand the status

• Provides the service desk with an This level of integration can be classified as
understanding of data center operations basic. There are A&PM tools that provide more-
activities advanced integration with service desk tools. An
advanced level of integration includes:
• Ability to append an automatically created
ticket to a parent record, which is already, for • Automatic assignment of an owner (user ID) to
example, in the hands of Level 3 support an incident ticket ID number

• Allows increased accuracy when measuring • Events passed to the service desk with the
incident times and service-level adherence detail to automatically identify the resources
and skills to be assigned to the incident
Value to the Business:
• The incident ticket ID is associated with the
• Real-time awareness of issues – due to A&PM event (bidirectional event to incident
improved incident communication and the reporting)
action plan to address it
The type of data passed between the tools
• Increased quality of service (information, will vary as it’s defined by each organization’s
timeliness, detail, expectations) needs (e.g., in support of specific IT operations
processes, the fault-to-resolution procedures and
• Reduced business downtime (MTTR), and loss SLAs). However, in most situations, there is a core
of productivity and revenue set of data that should be passed between the
tools that includes:
• Increased end-user satisfaction
• Time the event occurred (not the time the
• Provides trend analysis data on how IT is event was passed)
supporting the business over time
• Time the incident ticket was created, updated
• Better communication with IT operations and closed

Integration Levels • The event text (preferably usable context)

Integration between A&PM and the service desk • Event criticality (defined within the event tool)
must be reliable, measurable (escalation and

11

FIgure 3 Example of an IT Service Issue Resolution Process

Service-aligned IT operations event
remediation process orchestration.
Automated process steps 1 to 7
1
A server performance
degradation is detected

Service Availability &
Desk Performance
7 2
Incident closed Server performance
degradation event is
IT Operations passed to BSM
BSM BSM product to associate
Process the event with an
6 Management impact on IT services
Service impact state
RBA
changed to reflect 3
performance issue fix
Availability & Service Service-aligned event
is logged with service
Performance Desk desk — incident ticket
BSM opened
5
IT operations remediate 4
issue in-line with service Event passed back to APM product
impact in-line with service impact priority

Source:Gartner (March 2010)

• Event source (element data) the support staff to focus on the issues with the
greatest impact on the business. BSM information
• Event owner (person, organization or the passed to the event tool can include:
event tool that passed the event)
• The application, service or services impacted
• Incident ticket ID number
• The level of severity based on business impact
• Service-desk user ID
• The criticality of a single event on multiple
• Configuration item affected services (one event may impact multiple
services with different criticality levels)
Adding Service Impact Context to events
Integration in Support of IT Operations
Basic event data passed to the service desk Process
provides a way to log, track and help resolve
element issues. However, basic event data Integration between A&PM and the service desk
may not be enough to help Level 1 support is accomplished in a number of ways, including
identify the real issue or assign the ticket to the an out-of-the-box program offered by the A&PM
appropriate skilled resources. tools or a basic integration script. However, there
is an alternative option using RBA tools. We
Based on client inquires, we see very few IT continue to see a rise in the popularity of RBA
organizations combining A&PM with BSM and tools as a means to integrate A&PM and service
service desk tools; however, value increases desk tools to automate and orchestrate the fault-
significantly when context (e.g., service impact to-resolution process. RBA tools provide a range
information) is attached to the incident. of integration capabilities beyond basic event
Therefore, it is recommended to pass A&PM passing. For example, when an event occurs, it
events once a BSM tool has associated the triggers an RBA process to automatically pass
impact of an event on an IT service. This allows the event between different A&PM tools (e.g.,

12

event correlation analysis [ECA], performance and • Cultural differences between data center
BSM), check for possible causes, open an incident operations and service desk staff, which
ticket on the service desk, automatically start a require organizations to overcome cooperation
recovery procedure and close the ticket once the barriers and motivate collaboration between
situation has been resolved (see Figure 3). the teams.
An RBA tool managing a fault-to-resolution
process removes lag from the recovery process, • Limited understanding of the fault-to-
thus decreasing the MTTR and increasing IT resolution process, especially between
service availability with full reporting of the the different support teams, requires
end-to-end recovery process. This ensures that IT organizations to ensure each team
recovery is managed with minimal human understands and is responsible for its
intervention, thereby reducing the risk of human contribution in supporting the process.
error.
• Too much A&PM data being passed with too
much confusing technical detail requires data
reducing Integration Data Complexity
center operations to apply the appropriate
event filtering, correlation and service impact
Effective A&PM and service desk integration
association to allow the service desk team
requires event data to be consolidated, filtered
to more effectively manage incidents in-line
and correlated before it is passed to the service
with business priorities and service levels.
desk. Event consolidation (e.g., bringing together
server, network, database and application
• Inadequate, poorly developed integration
event data) ensures that when it’s filtered and
between A&PM and service desk tools
correlated, the risk of multiple tickets being
(especially if the tools are from different
created from one event is reduced (e.g., a server
vendors) can contribute to making the fault-
error being reported at the same time as the
to-resolution process slower and less reliable
actual error [a network issue], resulting in two
than a manual one. Ensure that integration
separate tickets).
between A&PM and the service desk is
proven and meets your specific event process
Addressing Common A&PM and Service
requirements.
Desk Integration Challenges
Gartner Core Research Note G00174374, David Williams,
Even though A&PM and service desk integration 5 March 2010

has measurable benefits, there remain a number
of challenges, both technical and organizational:

About ManageEngine
ManageEngine is the leading provider of low–cost enterprise IT
management software. The ManageEngine suite offers enterprise IT
management solutions including Integrated IT Management, Network
Management, HelpDesk & ITIL, Bandwidth Monitoring, Application
Management, Desktop Management, Security Management, Password
Management, Active Directory reporting, and a Managed Services platform. ManageEngine products are
easy to install, setup and use and offer extensive support, consultation, and training. More than 50,000
organizations from different vertical industries, including 3 out of every 5 Fortune 500 companies, use
ManageEngine for their IT management needs. ManageEngine is a division of ZOHO Corporation. For
more information, please visit www.manageengine.com.

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