Incident Management
Recover and Restore from Failures
This discipline is responsible for restoring normal service operation as quickly as possible and minimizing the adverse impact of incidents on business operations. In many organizations, the Service Desk performs Incident Management, but this is not required.
Implementing Incident Management
All IT organizations perform some level of Incident Management, because it is impossible to ignore. Thus, the need to monitor elements in an IT environment is obvious, which allows forewarning of incidents before users begin calling. While many products are on the market for this purpose, NetIQ AppManager has several key advantages to enabling this discipline:
Step 1: Leverage Embedded Knowledge. AppManager contains more than 2,000 Knowledge Scripts®, which can be leveraged to expertly monitor dozens of operating systems, applications and hardware devices, with little to no customization required.
Step 2: Implement Monitoring. With auto-discovery of deployment targets and remote agent deployment capabilities, AppManager can be installed and maintained by fewer personnel than bloated framework products require.
Step 3: Aggregate and Respond to Events. Because of its breadth of cross-platform support, a common interface with the simplicity of drag-and-drop management can be utilized to respond to all events, drastically reducing the incident life cycle time. NetIQ also provides ResponseTime modules to compare the user impact with internal events.
AppManager Control Canter featuring centralized management of multiple technologies and ResponseTime monitoring.
Key Features
- ResponseTime Modules allow monitoring from an end user-perspective through the employment of synthetic transactions, which can pinpoint faults in applications, databases and networks, as well as measure availability of services from a business perspective.
- Get the broadest and deepest management view of your cross-platform infrastructure – Centrally manage the health, performance and availability of more than 60 applications across Windows, Unix, Linux, VoIP, and network devices. You can also extend monitoring to a broad range of systems and devices through customized scripts or by using the AppManager SNMP Toolkit.
- Rapidly detect and anticipate impending problems – Use AppManager Performance Profiler to automatically establish normal server profiles and generate alarms when the system detects deviations and/or impending problems.
- Manage your IT infrastructure in a business service context – With AppManager Control Center, you can take advantage of a visual representation of IT resources mapped to business applications or services, enabling you to prioritize problem response. By mapping services to elements, you will understand ownership and headcount for all elements the service depends upon, as well as understand how element failure impacts the service.
- Easily adapt to your unique infrastructure – Customize your solution without learning proprietary languages or technologies with AppManager’s use of industry-standard technologies, such as XML, VBA, Perl, and Java. AppManager also minimizes training costs by using the technologies with which your staff is most familiar.
- Snap in seamlessly with other management products – Integrate AppManager with systems and network management products, such as Microsoft Operations Manager (MOM), Micromuse Netcool/OMNIbus, Computer Associates Unicenter, Tivoli Enterprise, HP OpenView Network Node Manager, HP OpenView Operations and Remedy AR System. This single-system view enables more efficient management of your IT environment.
- Scale your architecture to match your business – Robust, flexible architecture enables you to efficiently manage thousands of servers. This allows administrators to manage large server configurations more efficiently.
- Diagnostic Console improves administrator productivity by allowing entry-level operators to perform some high-permission activities without being granted full Windows administration rights, extending their abilities with minimal risk.
