Monitoring the service operations of a large financial enterprise

Abstract

This paper will outline the overall ITIL Service Management strategy that was developed but will focus on the enterprise monitoring and alerting capabilities that form the foundation of good event management. A target state will be described and the integration approach taken to ensure a successful widespread roll out of monitoring agents across a large number of configuration items (both infrastructure and application) that comprises the system landscape. Outcomes both in terms of improved processes and key performance indicators, such as mean time between failure and mean time to restore service will also be described. The use of these capabilities by both internal and outsourced service providers and by a centralised National Operations Room will be considered.