BPM and ITIL for a Continual Improvement

Posted by on Nov 30, 2015 in EriZone & OTRS | 0 comments

The Creation of a Service Portfolio

During the Service Strategy in ITIL, before starting with the redaction of a Service Portfolio it is important to obtain a wider overview of the Company Services that are recognized by the Business independently on their state of implementation:

  • No longer offered: where do we come from?
  • Currently active and offered: who are we?
  • In Pipeline: where do we want to go?

This historical recognition will certainly help the redaction of a much more precise and synchronic Service Catalogue, tailored to the real Company soul.

The Service Portfolio in ITIL

The Service Portfolio in ITIL

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Do Users Really Suffer That Much?

Posted by on Nov 27, 2015 in Real User Experience Monitoring | 0 comments

Open Source Based Application Performance Monitoring At SFScon 2015

The yearly South Tyrol Free Software Conference SFScon took place on Friday, 13th of November at the TIS Innovation Park in Bolzano. In this occasion, I held a speech about Application Performance Monitoring (APM) using our monitoring engine Alyvix. In this article I just want to provide a short review for those who did not have the possibility to personally attend.

SFScon 2015 - Juergen Vigna - Alyvix

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Change Evaluation With EriZone 3.4

Posted by on Nov 27, 2015 in EriZone & OTRS | 0 comments

The new EriZone 3.4 version supports the Change Evaluation process according to ITIL v3 rev.2011. Let’s see briefly what Change Evaluation process is and how it is supported in EriZone.

ITIL defines a change as “the addition, modification or removal of anything that could have an effect on an IT service” and the Change Management (CM) process is responsible for “controlling the lifecycle of all changes, enabling beneficial changes to be made with minimum of disruption to IT services”. The change management process has several points at which a decision has to be made whether to continue or not. Generally, all changes will be evaluated before they are transitioned but only major changes (significant) require a formal process for that, which is the ITIL Change Evaluation (CE). The change evaluation process should provide at every point of decision of the CM process the most appropriate information.

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Central Data Source: The Practical Implementation of a CMDB

Posted by on Nov 25, 2015 in EriZone & OTRS | 0 comments

The CMDB as central data source

The CMDB as central data source

After having identified the importance of the CMDB for all service-oriented companies in my last article, now I would like to look at this topic from a more practice-oriented point of view.

Nowadays, illustrating an entire user process within a company can be rather complex. The main cause of this is the interaction of a variety of business areas and the consideration of lots of tasks.

To get a better understanding, let’s consider the (simplified) process in case an employee decided to leave the company.

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How Much Bandwidth Do Your IT Services Actually Use?

Posted by on Nov 23, 2015 in NetEye, Network Traffic Monitoring | 0 comments

Nfdump displays the traffic among network devices and thereby allows seeing how much bandwidth is consumed by the single flows. This may be a useful information, but indeed, it is not very meaningful. Since Nfdump just lists the single flows between two ports (including the generated traffic), it is difficult to understand at a glance:

  • To which service a flow belongs
  • How many flows (and traffic) a certain service generates
netflow data

Nfdump just allows to display the traffic among network devices and thereby, seeing how much bandwidth is consumed by the single flows.

Actually, we want to know, which service generated most traffic during a certain period. To get this information, we have to associate the single flows to a certain service. How can we do this? – Based on the network ports we can identify, which flows belong to which service. Summarizing all flows, which belong to one service, we can see at a glance, how much bandwidth was consumed by the single services.

Traffic generated by different services

Traffic generated by different services

We integrated a new functionality to the NetEye Reporting to visualize the generated traffic by the different IT service.

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