Monitoring Deployment


The goal of this document is to explain how to initiate monitoring for a customer site. We assume that the Company has already been created in ServiceNav and the ServiceNav box is also already operational & associated with this Company.

The preparation of a ServiceNav Box and prerequisites on the customer’s network are described in specific documents elsewhere on the support site.

Creating a Company or a Site must be completed, before this procedure, by navigating to Organization Sites.

The association of a ServiceNav Box with a Company or Site is dealt with in the document: Installation of a ServiceNav Box.


The deployment of ServiceNav monitoring for a Customer may be viewed as a five stage process:

  1. Configuration of ServiceNav pre-requisites
  2. Creation of Monitoring Accounts
  3. Addition of Hosts to be monitored into ServiceNav
  4. Configuration of the Service templates
  5. Creation of User Services

Configuration of the pre-requisites

The pre-requisites are typically the following:

  • SNMP installed and configured on the Hosts to be monitored. The community string used must be configured into ServiceNav
  • Provision of a Windows domain account that is in the administrator group (used for monitoring certain aspects of a Microsoft server and also where Inventory module is used)
  • A fixed internal IP address, dedicated to the ServiceNav box along with associated information (default gateway, subnet mask, DNS servers etc)
  • Opening of the TCP/9465 port outbound of the customer network to reach the DNS name of the ServiceNav web platform (the address of the ServiceNav SaaS platform is
  • The sending of e-mail messages (SMTP protocol) must be permitted from the ServiceNav Box to the Internet, or the Box must be configured to send messages via an e-mail relay server

In certain cases, the target Host needs to have the SNMP service configured and operational for successful monitoring.

To configure these pre-requisites on your Hosts, you can consult the manufacturer’s/publisher’s manual or the existing documentation on the website under the Support Documentation section.

Monitoring accounts

Before starting to add Hosts to monitoring, we create “Monitoring accounts” that permit the retrieval of SNMP, WMI information etc from target devices.

Navigate to your chosen Company in the hierarchy and then go to Configuration General Monitoring accounts

To expedite monitoring we usually create the following monitoring accounts: SNMP, Windows – WMI and Windows – Standard.

Add a monitoring account, by clicking on the “+Add” button. Typical accounts to create are:

    1. SNMP
    2. Windows – Admin
    3. Windows – Standard
    4. VMware
    5. Hyper-V

An example of adding a Windows monitoring account:

  • Selection they type of monitoring account to add
  • Enter the Username, Password and Domain
  • Click Apply

Adding Hosts to ServiceNav for monitoring


To accelerate deployment of monitoring, a network discovery tool is provided within ServiceNav. It allows you to detect Hosts present, within the network address range that you specify, that respond to ping, SNMP, WMI… etc.


To launch an IT Discovery, go to Configuration Hosts Discovery menu. Then click on the button…

  • Choose the ServiceNav Box that will execute the discovery of the Hosts.
  • Enter the network IP range(s) over which you wish to detect active Hosts.
  • Use the Accounts tab to check whether all required monitoring accounts are properly filled out
  • Click Apply

A progress bar is displayed as the discovery progresses…

Discovered devices appear in the main area of the Discovery screen:

  • The Protocols column indicates whether the Host meets the pre-requisites. For all Hosts, the ping and snmp symbols must be green. For Windows server hosts, the WMI symbol must also be green. If this is not the case, check the pre-requisites and restart the discovery.
  • Bring a discovered Host under management by clicking on the icon.
  • Add several hosts at once by checking the box against them and choosing the Add to monitoring button.

Adding a Host:

To add a host to monitoring, click on the icon and the following configuration window is displayed.

  • Change the name by which the Host will be known in ServiceNav (if necessary).
  • Change the Host IP address. It is also possible to put a DNS name to monitor DHCP hosts (if appropriate).
  • Select the Company/Site the Host will be associated with.
  • Host category. The category of the Host determines which Host templates are selectable.
  • Template: allows you to associate a group of Services (checks) for this Host category more quickly. Select from the dropdown list the templates you wish to deploy against this host.
  • When you hover over a Host template its description is displayed thus allowing you to understand the different checks that will be made by this template.
  • Assign a Business Impact to the Host to facilitate management within dashboards and more finely control notifications

Once this General information has been entered, click on the “Networks” tab…



  • Adding network interfaces to monitoring can be via either the SNMP ID or their SNMP name. It is recommended to use the “SNMP name” for switches and for virtual machines that may move between virtual hosts (vMotion, Live Migration, …).
  • Select the interfaces to add. By default the interfaces with “UP” status and with an IP address are selected. For switch-type hosts all the “UP” interfaces are selected.
  • Status of the green interface = “UP”, red = “DOWN”, by default the UP interfaces are placed first in the list.
  • A pencil symbol is displayed against the name enabling you to edit the name that the port is known as in the system.
  • Since the information is not periodically refreshed, it is recommended you restart an IT discovery before adding hosts if the previous one is older than 24 hours.

Once the network information has been entered, click on the “Disks / Partitions” tab…

  • Select the disk partitions to be added. By default all the partitions are selected.
  • Utilisation (capacity) of the partition at the time of the discovery is shown.
  • The pencil symbol permits you to edit the name that the partition will have in ServiceNav.
  • Since the information is not periodically refreshed, it is recommended you restart an IT discovery before adding hosts if the previous one is older than 24 hours.
  • Click on Apply to add the Host to the monitoring.
Next go into the list of Services to complete the configuration.

Configuration Services List menu.

  • The Search area allows you to filter the list of services based-on: Name, Service template, Business Impact and/or Notification
  • “More” button provides access to list of possible configuration modifications to perform on the Services
  • The lower pane displays all the Services associated with each Host.

Specific configuration of the service

In the General information tab, you can change the name, the template, its business impact and its description.

Definition of general information about the service

  • Service Template used
  • Description of the Service template selected – explaining what it does and which parameters need configuring to support it.
  • Custom name of the Service – as shown in ServiceNav
  • Business impact of the Service which can be High, Medium or Low
  • Description of the check performed by this Service.

To ensure that the Service operates properly, it is necessary to configure its arguments, as well as the period during which you wish the checks to be performed.

The Availability and checks tab:

  1. Enter the desired Availability rate (as a percentage of the chosen period)
  2. Specify the Availability period over which the Availability rate will be calculated.
  3. Choose the period during which the Service is checked. Caution: this period must be identical to or cover the entirety of the period defined for the calculation of the Availability rate.
  4. Indicate whether you use a specific monitoring account to retrieve the information or not. When it is appropriate, you can choose either the “No” option to use the monitoring account created at the level of the company. Or if you choose the “Yes” option, you must then enter the desired monitoring account for this specific instance of the Service. For more information, refer to the documentation about Monitoring Accounts.
  5. Enter all parameters needed for the successful retrieval of information.
  6. Choose a time interval between two successive checks (expressed in minutes), or leave the values by default.

You may need to add a Host manually i.e.. without going through the Discovery step. See the section Adding a Host manually for more details.

You also can add Services manually. For more information, see the section Adding a Service manually.

If you have no need to add Hosts or Services manually, you can go on directly to the section on pushing your monitoringconfiguation to the ServiceNav Box, Pushing the configuration.

Adding a Host manually

To add a Host, go to the Configuration section then to the Hosts List menu.

  • Click on + Add button… a configuration window opens:

  • Enter the name of the host that you wish to add to monitoring
  • Enter its IP address or its DNS name
  • Assign, if necessary, the Company or Site association
  • Select which ServiceNav Box should monitor the device
  • Assign, a Host category as appropriate
  • Assign the Host templates needed (the list of available templates is filtered according to the Host category assigned)
  • Define the business impact of the device
  • Assign a pre-defined tag if required

Click on the Availability and checks tab:

  • Enter the desired Availability rate (as a percentage of chosen Availability period)
  • Choose the period over which the Availability rate will be calculated.
  • Choose the period during which the monitoring of the Host will take place.

Caution: this period must be identical to or cover the entirety of the period defined for the calculation of the Availability rate.

  • Set the time interval between two successive checks of the Host

Click on the “Relations” tab:

  • Define this Hosts “Parent Host”; the correct parent depends upon the network route that the ServiceNav Box takes to reach the Host (optional)
  • Associate any “Child Hosts” (optional)
  • Click Apply to create the Host

After adding a Host, check that a specific configuration is not needed for its underlying Services (see section “Specific configuration of the Service”).

Adding a Service manually

To add a Service without using a Host template, go to the “Configuration” section and then to “Services List”. This presents a list of “already deployed” Services.

Click on the +Add button; a configuration window opens…

  • Choose the Service template that you wish to create your new Service based upon (e.g. MS-WIN-ProcessName).
  • Enter the bespoke name of the Service that you are creating (e.g. My-Process-Monitor)
  • Set the business impact of this Service
  • Describe the purpose of this new Service

Click on the Availability and checks tab:

  • Enter the desired availability rate (based on a timeslot)
  • Choose the timeslot against which the availability rate will be calculated.
  • Choose the timeslot during which the monitoring of the Service will take place.

Caution: it must be identical or cover the entirety of the time slot defined for the calculation of the availability rate (by default choose 00.00 – 24.00 MTWTFSS).

  • Enter the parameters needed for the retrieval of information through monitoring.
  • Choose a time interval between two verifications (expressed in minutes), or leave the values by default.

Click the Relations tab:

  • Choose the Hosts to which you wish to apply this Service. This allows you to deploy it more quickly.
  • Click Apply once you have chosen the Host(s).

Push the configuration

Go to the Configuration section, then to General Loading:

This page will show SN Boxes whose configuration needs updating. Only boxes requiring updating and those that you are allowed to manage are visible in this tab.

Click on the Apply button to update the configuration and commence monitoring.

A pop-up will be displayed at the bottom right of the page to confirm that the configuration of the box has been sent.

Verify monitoring

Click the Monitoring tab, then the Monitoring menu…

To speed up receipt of the first results of monitoring, it is possible to run an immediate update of the assigned Services:

  • Filter on the status “No Data”, then confirm by clicking on “Search”
  • Select all the objects with status “No Data” by checking the box to the left of each
  • Then click on the “Check” button

To see if the monitoring data is returned properly you need to update the data by clicking on the refresh icon: actu it is also possible to automatically refresh the page by clicking on the play button: play which will then change to green . The pause button allows you to stop the automatic updating of the page.

Once the first run of each of the checks has been carried out, there may remain, in certain cases, Services with status “Unknown”. These Services may require a specific configuration that can only be understood after an initial check has been attempted, for example: network traffic-type services.

The ‘Network traffic’ Service will need to be configured to monitor interface number(s) that will be known only after the initial check is performed, since the interface numbers vary according to the Host type, templates, operating system, …

Here is what to do to finish configuring the Services required.

  • Change the filtering parameters and confirm by clicking on “Search”
  • Choose a Service with an “Unknown” status requiring configuration update
  • When configuring a network interface, before changing the configuration parameters you need to know the interface number that you wish to monitor. To do so, you need to find the card that you wish to monitor in the list of the interfaces.
  • In the example below, we choose to use the number 12 interface on this server.
  • Click on the name of the Service to display its details and to get to its configuration screen.

  • Click on Configure and the configuration pop-up for the Service appears

Click on the Availability and checks tab…

  • Enter the interface number (12 for our example)
  • You can change the Warning or Critical thresholds depending on your requirements
  • Adjust the units that will be used by the thresholds (k for Kbps and m Mbps)
  • Then “Apply” the new parameters.

Caution: until the configuration is pushed to the ServiceNav Box, these new parameters will not be used. If you have several unknown Services to configure, it is advisable to configure all of them before pushing the configuration.

To push the configuration to the ServiceNav Box, you need to perform the activity described earlier in the document.

Creation and configuration of User Services

This procedure is dealt with in specific “User Services” documentation, in which the rules and best practices are explained. Recall that the purpose of User Services is to reflect and report on the business use to which monitored IT infrastructure is put.

UK ServiceNav Product Development Manager; my priority is to be needful of the particular requirements of all ‘English-speaking’ markets where ServiceNav is sold. I have over 20 years experience of the IT monitoring field - covering a wide variety of products and technologies.