Service Assurance
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Service Assurance focuses on measuring the availability and performance of resources, with the end goal of identifying and resolving problems before they are experienced by in users and impact the business.
The typical flow is:
Detect the Problem - ITIL refers to this stage as Problem Identification and Recording.
Performance & Availability Management products provide monitoring, alert notification, reporting, and historical trending for infrastructure resources (servers, applications, storage, databases, operating systems, and network devices).
In addition to generating alarms when thresholds are in danger of being exceeded, these solutions can automatically take corrective action to address potential problems proactively.
Diagnose the Problem - ITIL refers to this stage as Problem Investigation and Diagnosis.
BMC ProactiveNet Analytics can diagnose performance anomalies and trends captured by monitoring tools. If an anomaly is identified, BMC ProactiveNet Analytics will filter out the cause and effect to identify a probable cause of the performance problem.
Actionable events can be created that contain rich diagnostic information to help pinpoints the probable cause of the problem.
Isolate the Problem - ITIL refers to this stage as Problem Classification.
Rather than merely flooding the operations staff with alarms, Event Management automatically and intelligently manages the alarms. It will analyze and correlate alarms, filtering out irrelevant and false alarms.
Impact Management then determines the alert severity based on its business impact and set the appropriate priority for the alert.
Correct the problem.
The issue has been detected, diagnosed and isolated the issue, it needs to be corrected and also steps may need to be taken to ensure that the underlying problem is addressed and the issue does not recur. This is where a Service Management product would be used to manage the incident, problem, change and configuration management workflow.
Why Fusion?
• Fusion is the largest consultancy in Europe focussing exclusively on BMC Software solutions
• We have dedicated Service Assurance team
• We work with many Service Assurance customers across all verticals