FireScope Solutions for Integrating DevOps with ITSM
Many organizations are finding that the success of their DevOps initiatives are being constrained by IT Service Management teams running at a significantly slower operational tempo. The solution isn't to make a choice of one or the other, but in identifying the bottlenecks in ITSM and finding ways to accelerate these ITSM processes. FireScope solutions are ideally suited to accomplishing this.
ITSM Bottlenecks That Impede DevOps
1. Accelerated Rate of Change of IT Service Configuration
With IT Services now in an almost continual state of change, ITSM teams need the means of maintaining accurate, up to the minute, documentation of Service delivery. Lacking this, the rate of incidents caused by mis-configuration increase, and resolving these incidents takes longer.
How FireScope Solves this Challenge
With FireScope Discovery and Dependency Mapping, which continually monitors for changes to IT Service dependencies, organizations have a consistently accurate view of service delivery. This helps Change Advisory Boards to make better informed, strategic decisions, and greatly simplifies Incident management.
2. Monitoring an Environment in Constant Flux
Most organizations have a dozen or more monitoring tools, many or all of which will need to be updated every time a change is made to the topology of a production service. In short order, multiple monitoring tools are out of sync with the actual production environment, leading to false alarms and missed identification of service degradation.
How FireScope Solves this Challenge
With FireScope Stratis, organizations gain a single platform for monitoring end-to-end IT Service delivery. This eliminates the need to have dozens of silo'ed monitoring tools, which brings additional cost savings to the organization. Furthermore, the solution is uniquely tailored to support rapidly changing environments with multiple paths to automating changes to monitoring, such as:
- API-integration with VMware, NetApp, Cisco and others enables the solution to identify changes in the environment as they happen, automatically adjusting its data collection and event analysis to adapt to new, modified or decommissioned virtual machines, storage volumes and applications.
- Next, FireScope features a configuration web service, which an organization's automation tools can leverage as changes are implemented to automatically add the new assets to FireScope's configuration and apply the appropriate Blueprints for data collection and event analysis.
- Powerful, on-board dependency discovery and topology mapping detects any other changes and automatically modifies service models accordingly, ensuring operators always have the most up to date view of their environment.
The business value of this capability is clear, enabling organizations to adapt rapidly while remaining focused on their core competencies rather than being distracted by operating IT infrastructure. But more importantly, it allows the business to respond more rapidly and effectively to changing market conditions, reducing time-to-market for new products without sacrificing on IT's ability to ensure optimal service delivery. This is an essential element in the path to elevating IT from cost center to a value-add business partner.
Organizations that are leveraging automation tools such as Puppet, Chef or SaltStack can leverage FireScope's extensive REST-based API to automatically apply customized monitoring to new assets as they are brought online. This eliminates hours of manual effort, while ensuring that there are no gaps in monitoring coverage.
Additionally, as FireScope DDM is continually analyzing network connectivity, it can immediately identify new service dependencies as they are brought online. This information is then synchronized with Cherwell CSM CMDB to ensure that every member of IT has a consistent, accurate and timely view of all IT Services and their dependencies.
Example Use Case: Automated Server Deployment
- User requests new application VM via service catalog, or
- FireScope identifies capacity issue and calls automation API
- Spins up appropriate VM image
- Calls FireScope API to add new monitored asset
- Applies pre-defined Blueprint(s) including custom attributes and events
- Identifies new IT Service dependencies
- Updates CMDB
- Continually monitors health and performance of new VM
- Analyzes the health of the IT Service as a whole
Ongoing FireScope Automation
- Service degradation detected, Incident created in ITSM platform via API
- Capacity issue identified, automation platform API called to spin up additional resources
- Traffic spikes abate, automation platform API called to reclaim under utilized resources
- Automated reports communicate value generated by IT Service
The Anatomy of a Top-Down Approach
The average enterprise suffers 2.3 outages per year, each lasting 1 hour and requiring an additional 2 hours to restore services to 90% of normal operation. Each outage costs the business between $90,000 per hour in the media sector to about $6.48 million per hour for large online brokerages. In 74% of these cases, IT was unaware of these issues until users called the helpdesk.
These compelling numbers highlight that there is indeed room for improvement in the way organizations manage their technology environments.
This technical white paper takes a deep dive into FireScope's Top-Down approach to service management, which begins at the business outcome and user experience and works down through the underlying technology to provide more meaningful analysis of performance, is just the type of new thinking that the industry needs.Get the White Paper See all White Papers
Integrate, Consolidate and Simplify IT Operations
One of the biggest inhibitors to efficiency in IT is the fact that each team or functional discipline has their own toolset. IT Operations may have up to a dozen different monitoring and management tools, while the IT Service Management team has their own set of service desk, change management and other tools. Even if you go with a massive, overly complex suite of tools from one of the Big-4 (IBM, CA, BMC, HP), integration between these tools is limited and fragile. However, FireScope has found a way to enable seamless integration across IT teams with a simple, cloud-based approach that involves no writing of code, or a massive implementation project.
- FireScope discovers and maps critical IT services and provides real-time and predictive insight into how an organization's technology is delivering user experiences and business outcomes, delivered using a Software-as-a-Solution model.
- Data or events from your existing monitoring and management tools can be blended and correlated through FireScope to ensure that everyone in IT is on the same page.
- Tighter integration between IT Operations and Service Desk teams, due to FireScope's Bi-directional integrations with ServiceNow and Cherwell Service Management reduces the time between identification and resolution of service-impacting Incidents.
- Service Management teams are armed with accurate and relevant system-generated information, enabling more effective first time resolution when compared to often vague, user-reported issues such as ‘Email isn’t working.’
- No more blame game, wherein each team consults their own toolset, sees no obvious evidence of problems and directs the blame to other teams.
- Better visibility of the infrastructure reduces the time between identification and resolution of service-impacting Incidents.