More recent posts from the Servicenav team
No two users information requirements are the same – unlike the famous “ring”, there isn’t a single dashboard for all occasions.
With an IT service monitoring solution (especially one that supports multi-tenancy), there are likely to be a variety of platform users whose need for information varies due to their business role/ responsibility:
So, accepting that a single standard view of data isn’t going to cut it, what does ServiceNav offer to address the needs of such disparate users?
IT Technicians – they need rapid, uncluttered visibility to service affecting issues that are their responsibility to respond to and resolve.
The ‘Status List’ dashboard presents a filtered list of issues that need attention. Filtering can be carried out on the basis of:
Such a dashboard quickly directs the technician to the issues that need their attention.
Service Delivery Managers – ‘User services, hosts and service checks’ template provides a high level view of which customers IT is in jeopardy. It’s a simple table showing customer by hosts, services and business services:
In addition, such managers may wish to have visibility of the effect of compromised IT on core Business Services. The “IT Weather” view presentsthe current status of services that are important to the smooth running of the organisation, as well as a measure of availability against an agreed level of service:
IT Managers: they will wish to know that service impacting events are being acted upon; so by using the ‘Status List’ dashboard (see earlier) they can see if ownership has been taken of critical issues (through acknowledgement and/ or creation of a linked support ticket). They may use this insight to escalate within their various teams if necessary. A similar view would benefit an IT Manager who has outsourced their administration to a service provider, to flag up delays in responding to problems.