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How to Create and Organize an IT Process Catalog

Aug 30, 2002

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System Monitoring

This process aims to provide continuous knowledge of systems availability, health, and status. It does so by monitoring all server, database, and application resources; responding to system and application-generated requests and events; automating monitored events; and rapidly diagnosing and resolving availability problems.


Tasks	Skills
Monitor health of enterprise systems Determine when problems exist and escalate as required Ensure optimal availability, using predefined procedures to recover systems when problems occur Define processes/procedures to optimize system monitoring process	Expertise with selected monitoring tools Ability to determine Basic Level 1 problems Knowledge of management protocols (such as SNMP) Knowledge of component (operating system, databases, middleware, and so on) behavior
Staffing	Automation Technology
Console specialist Systems operations specialist Availability specialist	OEM-supplied tools Instrumentation Suites
Best Practices	Metrics
Extremely high level of automated monitoring Use of standard instrumentation provided by system suppliers Ability to integrate event data across processes Ability to integrate and present system information to differing operational groups Integration of system monitoring with automation, notification, and problem management systems Integration of event data with service-level agreement reporting Use of Web-based user access to system management data	Class and aggregate resource availability Number of elements monitored per employee Employees per 10,000 events Unit cost of monitoring per 10,000 events Percentage of events handled manually
Process Integration	Futures
Performance management Problem management	Further consolidation of resource-centric data related to monitoring (event, problem, asset, change) Additional cross-platform integration (and with console automation) into business process and application views Derivative capabilities of business impact based on outages

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