How Cherwell Service Management and Microsoft OMS Bring Maximum Visibility to IT Operations

Posted by on September 11, 2017

How Cherwell Service Management and Microsoft OMS Bring Maximum Visibility to IT Operations

I’m the father of two young girls. I love them to pieces and will do everything in my power to keep them safe for as a long as I live. As part of that desire to keep my girls safe, I understand and appreciate the value of visibility. As soon as my first daughter started walking, my wife and I discovered quiet wasn’t a good thing. When kids are quiet for too long, something’s up. Anyone with children can tell you that a pause between you asking “what are you guys doing” and kids responding “nothing,” means something is messy, ruined, or broken. But, of course, even cautious parents don’t need to see and hear everything our children are doing at every moment of the day. We understand and appreciate that we can bolt cameras in every section of our house, but choose not to for many reasons. (Outside the house—different story.)

I share this with you because having worked in technology for over a decade, I’ve come to realize that at the core of every single technology purchase is a desire for visibility. IT leaders understand and appreciate the value of visibility, particularly as it relates to the infrastructure environment. This makes sense—the infrastructure environment is central to all organizational operations. This is why IT infrastructure monitoring tools still have a significant seat at the CIO’s table, especially as organizations move to more modular and cloud-centric environments.

Why IT Infrastructure Monitoring Tools Matter

First of all, what are IT infrastructure monitoring tools? According to Gartner, IT infrastructure monitoring tools capture the availability of the IT infrastructure components that reside in a data center or are hosted in the cloud as infrastructure as a service (IaaS). These tools monitor and collate the availability and resource utilization metrics of servers, networks, database instances, hypervisors, and storage.

IT infrastructure monitoring tools make this data available to other IT operations management tools, including ITSM tools, which need this data to support the environment. When monitoring tools provide the up/down status at an infrastructure levels and key performance metrics for components, the service desk can be proactive in its abilities to support the IT services the infrastructure delivers. Essentially, the service desk doesn’t have to scream “WHAT ARE YOU GUYS DOING?!” at the top of its lungs to the data center. If something is messy, ruined, or broken, the role of IT infrastructure monitoring to make someone aware of it, so they can implement a fix.

A Look at Cherwell's Integration with Microsoft Operations Management

In May, Cherwell released a public preview of our integration with Microsoft Operations Management Suite (OMS). OMS is cloud based, and enables IT organizations to watch over both their on-premises and cloud-based systems, while also providing log analytics to help IT collect, analyze, and act upon issues based on the data generated by the applications being monitored. The connector is bi-directional, enabling Operations Management to define alert rules in OMS (via the OMS UI), that generate incidents in Cherwell Service Management. The incident details in Cherwell Service Management can be viewed in a single click, as can OMS Log Analytics.

The visibility this integration provides delivers significant business value to Cherwell Service Management and Microsoft OMS customers through:

  • Improved Mean Time to Resolution: This integration eliminates the swivel chair interface that currently exists for many IT service desk analysts and system administrators. Microsoft OMS can identify an issue in the infrastructure and log the event with the service desk to open an incident to be managed accordingly. In streamlining (and in many cases automating) the fault-to-remediation process, IT organizations can optimize time and resources by identifying and resolving incidents faster.
  • Better Process Alignment: This integration provides visibility of the infrastructure environment to the service desk, who can trigger not only Incident Management processes, but can also apply the context of the configuration and its attributes to support Problem, Change, and Configuration Management processes, without having to duplicate steps in their workflows.
  • Enabling the Delivery of Service-Aligned IT: This integration also improves infrastructure performance and availability by enabling IT to identify issues with an understanding of how critical services are to business outcomes. When IT can apply a service-aligned focus to remediation, they can ensure they are working on the most impactful issues.

The benefits all tie back to improving the performance and availability of the infrastructure environment by enabling the service desk to react more quickly to issues that may arise, and take proactive steps to prevent them from reoccurring. The more the infrastructure environment is available and performing optimally, the happier end users, and the business, will be. And, in the end, the value of visibility is just as significant for the IT department as it is for parents.

Read more information on the integration on Microsoft's TechNet.

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