“When we started out, our goal was to reduce MTTR by 50%,” Joe relates. It’s powered our shift from a NOC to a true SRT.” Instead of struggling with siloed infrastructure on multiple monitoring screens, we work together as a team to quickly resolve service issues. Joe says, “The Event Management dashboard gives us a single pane of glass where we see the health of all of our business services. Because Event Management uses service maps to correlate events, Joe’s team now has a real-time view of business service health. However, the benefits go far beyond noise reduction. Instead, Event Management automatically reduces all of our events into a small number of actionable incidents, which ServiceNow ® Incident Management automatically routes to the right SRT team members.” And, we no longer have to deal with emails. They used ServiceNow ® Event Management to integrate, normalize, deduplicate, and correlate data across their monitoring systems, including SolarWinds, Splunk, and SAP Solution Manager.Īccording to Joe, “We’ve seen a 98% reduction in incident noise, even though our monitoring systems were already relatively well optimized. Now that Joe’s team had a service-aware CMDB, they were ready to transform their NOC into an SRT. And, once we map a service, Service Mapping keeps the map up to date, so we don’t have to keep on refreshing and maintaining it–unlike with Visio.” However, by following best practices and working with our professional services team, we mapped this successfully. For example, our Cisco contact center service has more than 50 types of components. Some of these have very complex topologies. “We started with our most critical services. For example, if you have a change request that involves taking a server in Dallas offline, how do you find out which business services will be affected? Without service maps, you just don’t know.” And, they also tie directly into ITSM processes. Joe says, “Service maps are essential when you’re trying to diagnose and resolve service issues. Next, Joe’s team mapped their most important business services using ServiceNow ® Service Mapping, making their CMDB serviceaware. For example, it contains critical process information such as CI owners, and you need to make sure that the right stakeholders keep this up to date and accurate as well.”Ĭreating service visibility across ITOM and ITSM Remember, your CMDB isn’t just an infrastructure database. Otherwise, your CMDB will fall into disrepair, and your effort is wasted. Proper governance is critical to keep your CMDB healthy. “We put a lot of focus on defining processes, roles, and responsibilities around our CMDB. Joe also stresses the importance of governance. If your CMDB model is customized, consider going back to the out-of-the-box CMDB model and fix any significant data issues, such as duplicates or other inconsistencies.” By adopting a standardized CMDB model and keeping it up to date with discovery, you get that visibility. Otherwise, you can’t manage it effectively. You need a consistent and reliable view of your infrastructure. He explains, “The CMDB and discovery are the foundation for everything. How did Joe and his team drive this shift from infrastructure to services?įor Joe, it starts with the CMDB. It would often take us an hour or more before we realized everything was related.” Meanwhile, we were dealing with multiple escalations, which created chaos in our NOC. The systems team thought that there was a server problem. The network team thought there was a network problem. The voice team thought there was a voice problem. The event noise was enormous, and juggling hundreds of emails made it worse. “When there was an issue, everyone’s inboxes would fill up with emails from our monitoring systems. Russ Blaesing, who oversees Joe’s global operations team, agrees. That meant we had several people chasing different symptoms of the same underlying issue, creating more work and more delays.” And, we operated in infrastructure silos because we had no end-to-end service visibility. Because of this, we were slow to respond, which directly impacted the business. He says, “We were overloaded with P1 and P2 incidents, which put a huge strain on our resources. When Joe began this journey, he had many of the same challenges that other IT operations teams face. Incident overload, slow response, and lack of service visibility He’s led his team through a far-reaching transformation, dramatically increasing business service quality, accelerating service delivery, and increasing operational efficiency. Joe Corpion runs ServiceNow global IT operations.
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