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Monitoring Support Maturity Model

IP.com Disclosure Number: IPCOM000241539D
Publication Date: 2015-May-08
Document File: 5 page(s) / 108K

Publishing Venue

The IP.com Prior Art Database

Abstract

Disclosed is the Monitoring Support Maturity Model, which implements procedures and enables automation for a system’s self-management in an Information Technology (IT) management environment. The Monitoring Support Maturity Model comprises five stages to improve the quality of support, standardize solutions developed by support teams, and reduce the necessary effort to maintain complex environments with high quality.

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Monitoring Support Maturity Model

Information Technology (IT) management environments are becoming increasingly complex due to security requirements, environment updates, the large number of agents across many operation systems, and the need to ensure monitoring of the right customer's environment. In addition to these activities, IT management systems need to meet the needs of each client's installation and configuration of new products, as well as customizing and creating new solutions. This increases both the

workload and the need for qualified professionals to maintain a high quality of service.

Because IT management environments are based on client/server architecture, the installation of agents on each of the servers must be monitored. The monitoring agents are connected to the IT management environment ; therefore, these agents must maintain compliance with the security policies and receive updates and configuration according to best practices . In large IT management environments, each of these activities requires a large amount of time and human resources .

The traditional support model contains many manual activities. Manual performance wastes time on the analysis of data from the environment and causes difficulties in finding the root cause of problems , as well as difficulties in separating the problems by type. Manual processes result in a lack of standardization of the developed solutions and make it difficult to share these solutions between the support teams.

A method or system is needed to improve the quality of support, standardize solutions developed by support teams, and reduce the necessary effort to maintain complex environments with high quality.

The novel contribution is a methodology called the Monitoring Support Maturity Model. The Monitoring Support Maturity Model implements procedures and enables automation for a computing system's self -management. The removal of human intervention for some aspects of IT management allows IT professionals to focus on high -value tasks and reduces reactive incidents. With this methodology, the monitoring teams support a complex environment with less effort on improving the quality of the services provided, avoiding waste and improving asset re-use, centralizing the team solutions.

Figure 1: Architecture for the Monitoring Support Maturity Model

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The Monitoring Support Maturity Model comprises five stages:


1. Architecture requirements


2. Availability Monitor(collect information from the environment)

3. Management System Dashboard (Information analysis)

4. Automated Self-healing (Clean the environment and fix the problems)
5. Automated Incident Request

Stage 1 - Architecture Requirements


The first stage of this methodology is to analyze and suggest improvements to the architecture of the environment with the aim of improving the availability of the environment.

1. Hardware requirements: The revision of the hardware is necessary to prevent perf...