Plan Service Management Implementation

To benefit fully from the Service Manager capabilities, plan your service management implementation. You can contemplate the following questions and considerations:
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To benefit fully from the Service Manager capabilities, plan your service management implementation. You can contemplate the following questions and considerations:
  • What business services do you want to monitor?
  • What particular resources -- processes, software applications, and IT devices -- support those services?
  • How can conditions and faults that affect services be detected? Which resource attribute(s) can be monitored to determine the health of a service?
  • Who can be notified if a service fails?
  • What are the service performance obligations, and how can they be quantified?
  • What is the criticality of a given service relative to other services?
  • Consider implementing a Service Manager solution as an iterative process. In the initial phase, concentrate on obvious resources and obvious faults. Answer the question: the service does not work, if ______ is down. This information can give you a good foundation for enhancing the service later.
  • Identify common sub services or foundation services. If all the multiple services rely on a common set of resources group (resources in their own service), then you can make that service a resource of higher-level services that depend on it.
  • Create empty services if you know that a service exists, but you are not familiar with the resources that comprise it. These services left initial are important. These services represent areas of infrastructure that are not familiar, and need to be explicitly monitored.
  • Build your services such that they can be easily enhanced. Rather than services which directly monitor resource models such as devices and applications, build services using resource monitors. It is easy to enhance these services in the future by adding new resource monitors without having to change the overall structure of the service.