Infrastructure Management Software Blog

OH, IL, WI, IN, MI Operations Center Technical Roadshow - April 20th to April 29th - Don't miss it!

Ever wish you could talk face-to-face with more technical people about Operations Center and Network Management Center products? Don’t really have the time or budget to travel very far to do so?  Well, here is a great opportunity to meet and talk with technical experts on products like Operations Manager and NNMi – right in your background.

Vivit will be hosting a series of six (6) one-day sessions, where there will be a nice mix between presentations and Q&A sessions around these products.  The sessions will be held in the following states on the following days:

- (Columbus) Ohio – April 20, 2010

- (Orrville) Ohio – April 21, 2010

- (Dearborn) Michigan – April 22, 2010

- Wisconsin – April 27, 2010

- (Chicago) Illinois – April 28, 2010

 - (Fishers) Indiana – April 29, 2010

Feel free to contact me if you have any further questions about this roadshow at

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Learn how Independence Blue Cross reduced IT Operations costs

Join HP Software and Solutions for a live InformationWeek webcast with special guests Maryann Phillip, Director of Service Delivery at Independence Blue Cross (IBC), and Ken Herold, Practice Manager & Principal Architect with Melillo Consulting.

Hear first-hand how IBC is using HP Operations Center products like Operations Manager, Performance Manager, and DDM in addition to agentless and agent-based data collection to:

  • achieve profitable growth through enabling technologies

  • reduce costs by achieving a competitive cost structure

  • manage medical costs better -- through operational stability & improvements

Register today and learn how you can streamline and make YOUR processes more efficient.

Do you want to get rid of your event consoles?

A guest post by Mike Shaw.
- Peter

Are you in the "event consoles will live forever" camp or the "we want to get of event consoles as soon as possible" camp?

I ask because the world seems to be divided into two camps.

With events from top-down performance monitoring (user experience or tracking business transaction performance), it's relatively easy. You get a KPI violation and you turn the event into a ticket because you know it's service affecting -you are, after all, monitoring at the business service level. Once the incident has been created, however, you need to correlate against events to understand what is causing the business service to have problems (more on that from Michael Procopio in his posts on Problem Isolation).

But what about event(s) from below? Let's imagine you have a SAN, which is used by an active directory server, which is used by MS Exchange. Let's imagine the SAN has a problem . This generates an event for the SAN. The ADS complains and throws an event. The Exchange server throws an event too. We can do a number of event processing things automatically:

We can group related events and figure out what is the causal event. So, in our little example, we can infer that the SAN, ADS and Exchange events are an interrelated group and that the SAN event is the cause of all the trouble.

We can work out the business service impact -we can look upwards in the service dependency map and figure out that the Exchange server is used by N users. We can understand the SLAs resting on the Exchange server and how close we are to jeopardy on those SLAs. We can even figure out if any business processes are using that Exchange server. In other words we can automatically infer the business impact of our event stormlet.

So, we have enough to raise a ticket, don't we? We can raise the ticket against the top level affect business service(s) and we know that we are probably not raising tickets unnecessarily because we have grouped events and found the causal event. And we know the causal event and thus we know where the ticket should be routed.

Or am I being unrealistic? Are we not there yet -do you not trust the system to automatically raise tickets when you have a bottom-up event storm?

I would love to hear your views. Right now, my highly unscientific research has found that Europeans (home of ITIL ?) are more in favor of making the ticket the King/Queen and only using the event console to figure out what happened once the ticket has been raised.
One company wants to go even further. They want to get to the situation where they alwaysautomatically raise a ticket and then automatically route the ticket to the appropriate expert 2nd level group. Now, they may get the 2nd level allocation wrong some times, but if they do, they simply reroute to a 1st level triage group who manually reinvestigate who the ticket should go to. This is "manual triage by exception", if you like.

For HP Business Service Management, Mike Shaw.

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