Hands-On Lab: Integrate Your Monitoring Tools into an Automated Service Impact Analysis and Ticketing System

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CA Service Operations Insight is an innovative solution that integrates and correlates information from CA and third-party monitoring and service desk tools. See how its dashboards unify events and alerts from all your monitoring tools into a single point of correlation, ticketing and escalation and visualize IT service delivery and sources of service impact across technology silos. For more information on DevOps solutions from CA Technologies, please visit: http://bit.ly/1wbjjqX

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  • 1. Hands-On Lab: Integrate Your Monitoring Tools into an Automated Service Impact Analysis and Ticketing System Kirk OQuinn & Jeff Morris Session Number OCX46L @cknowles3 #CAWorld OpsCenter CA Technologies

2. 2 2014 CA. ALL RIGHTS RESERVED. Abstract CA Service Operations Insight is an innovative solution that integrates and correlates information from CA and 3rd-party monitoring and service desk tools. See how its dashboards: Unify events and alerts from all your monitoring tools into a single point of correlation, ticketing and escalation Visualize IT service delivery and sources of service impact across technology silos 3. 3 2014 CA. ALL RIGHTS RESERVED. Presenters & Guest Commentator Jeff Morris CA Technologies Principal Engineering Services Architect Kirk OQuinn CA Technologies Solutions Architect Chris Knowles Railinc Corp. Senior Monitoring Administrator 4. 4 2014 CA. ALL RIGHTS RESERVED. Agenda LAB AND PRODUCT OVERVIEW INTRODUCTION TO LAB ENVIRONMENT AND USE CASES 2 3 HANDS-ON PRODUCT WALKTHROUGH4 GUEST COMMENTATOR1 5. Guest Commentator Chris Knowles Senior Enterprise Monitoring Administrator Infrastructure Services & Solutions RAILINC 6. Lab and Product Overview 7. 7 2014 CA. ALL RIGHTS RESERVED. Part 1: Import TIXChange New Tech Service and Show Impact to the Service Part 2: Create an Alert Queue for Critical Alerts Part 3: Create Escalation Policy Action to Send Email to Yourself Part 4: Create a Service Model Lab Overview 8. 8 2014 CA. ALL RIGHTS RESERVED. Launch the Service Operations Insight Dashboard 1. Launch a browser and point it to http://dod-na-vstn-p20:7070 2. Login with username=admin; password=CAdemo123 9. 9 2014 CA. ALL RIGHTS RESERVED. Launch the Service Operations Insight Console 1. Click Console 10. 10 2014 CA. ALL RIGHTS RESERVED. CA Service Operations Insight Console 11. Part 1: Import TIXChange New Tech Service and Show Impact to the Service 12. 12 2014 CA. ALL RIGHTS RESERVED. Import the TIXChange New Tech service into SOI 1 1. You should see the TixChange_New_Tech Service 13. 13 2014 CA. ALL RIGHTS RESERVED. View a Reconciled CI and its USM Notebook 3. The USM Notebook tab displays a comparison of the USM properties taken from all managed domains and the USM reconciled sheet, which reconciles the properties from all managed domains into a single set of properties. 1. Select the Topology tab 2. Select the SAG-TIX-APP-1 CI 3. Click the USM Notebook tab 14. Generate Alert for TIXChange New Tech Service 15. 15 2014 CA. ALL RIGHTS RESERVED. View Alerts on TIXChange service 1 1. Confirm the impact to the TIXChange service. 2. Select the Root Cause tab 16. 16 2014 CA. ALL RIGHTS RESERVED. In context launch to Application Management tool 1. Right click on the Root Cause alert and select Alert Detail 17. 17 2014 CA. ALL RIGHTS RESERVED. In context launch to Application Management tool 1 1. Click the link to launch in context to APM 18. 18 2014 CA. ALL RIGHTS RESERVED. In context launch to APM domain manager Login with: Username = admin Password = CAdemo123 19. 19 2014 CA. ALL RIGHTS RESERVED. In context launch to Application Management tool Root Cause Alert in APM 20. 20 2014 CA. ALL RIGHTS RESERVED. View Trouble Ticket for TIXChange New Tech Service Alert 1 1. Click the Ticket ID # 21. 21 2014 CA. ALL RIGHTS RESERVED. View Trouble Ticket for TIXChange service Alert 1. Log in with: Username = admin Password = CAdemo123 22. 22 2014 CA. ALL RIGHTS RESERVED. View Trouble Ticket for TIXChange New Tech service Alert 1 23. Service Operations Insight Lab Part 2 Create a new Alert Queue 24. 24 2014 CA. ALL RIGHTS RESERVED. Create a New Alert Queue for Critical Alerts 1 1. Click the Alert Queues tab 2. Click the + to create a new alert queue 25. 25 2014 CA. ALL RIGHTS RESERVED. Create a new Alert Queue for Critical alerts 1 1. Enter Critical Alerts - 2. Set the Attribute to Severity 3. Set the Comparison Type to Equal To 5. Click Add 4. Set the Attribute Value to Critical 6. Click Next 26. 26 2014 CA. ALL RIGHTS RESERVED. Create a new Alert Queue for Critical alerts 2. Click Next 1. Click Do not apply the following global policies for this Queue 27. 27 2014 CA. ALL RIGHTS RESERVED. Create a new Alert Queue for Critical alerts 1 1. Click Next 28. 28 2014 CA. ALL RIGHTS RESERVED. Create a new Alert Queue for Critical alerts 1 1. Click Finish 29. 29 2014 CA. ALL RIGHTS RESERVED. View the new Critical Alerts Queue 1. Confirm the new Alert Queue is in the list. 30. Service Operations Insight Lab Part 3 Create Alert action and receive an email from SOI 31. 31 2014 CA. ALL RIGHTS RESERVED. Launch the Escalation Policies and Actions UI 1. Select the Tools Menu 2. Select Escalation Policies and Actions 32. 32 2014 CA. ALL RIGHTS RESERVED. Launch the Escalation Action Editor 1. Click the Actions tab and then click + Add 33. 33 2014 CA. ALL RIGHTS RESERVED. Create a Send Email Escalation Action 2. Enter Send Email - 3. Enter your personal email address 1. Select Send Email 4. Enter SOI 5. Enter SOI Alert on $[Host Name] $[Alert Description] Email Sent by: Escalation Policy: $[Escalation Policy Name] Escalation Action: $[Escalation Action Name] http://coe-soi:7070/sam/oneclick.jnlp?alarm=$[Alert ID with domain ID] 6. Enter Message as shown and click OK 34. 34 2014 CA. ALL RIGHTS RESERVED. Close the Escalation Policies and Actions UI 1. Verify the new action is in the list and click Close 35. 35 2014 CA. ALL RIGHTS RESERVED. Manually Take Action on an Alert and Send an Email to Yourself 2. Select the new Send Email action and click OK 1. Right click on an alert and select Take Action 36. 36 2014 CA. ALL RIGHTS RESERVED. Verify You Receive an Email from SOI with the New Tokens 1. Verify that you received the email from SOI. 2. Click the Alert link and verify the console is launched in context to the alert. 37. Service Operations Insight Lab Part 4 Create a Service Model 38. 38 2014 CA. ALL RIGHTS RESERVED. Create a Service Model 1 1. Right click on Services and select Create New Service 39. 39 2014 CA. ALL RIGHTS RESERVED. Using the Service Modeler 1 1. Double click on New Service to change the service name. 2. Change the name to xyv - 2. Click Save to save the new service 40. 40 2014 CA. ALL RIGHTS RESERVED. Adding CIs to the Service Model 1 1. Expand the Router folder 2. Right click on a router and select Add selected item(s) to add the router(s) to the service NOTE: You can also drag and drop Cis on top of the service CI 41. 41 2014 CA. ALL RIGHTS RESERVED. Create a Group Model 1 1. After adding a few routers, click in the grid to ensure no CIs are highlighted. 2. Right click on the grid and select Group -> Create 42. 42 2014 CA. ALL RIGHTS RESERVED. Create Relationship between Service CI and Group CI 3. Double click on the Group Name to change the name to Web Servers - . 1. Click the Relationship Icon and choose Aggregate -> Is Impacted By 2. Create the relationship between the Service CI and the Group CI by clicking and holding on the Service CI, dragging to the Group CI, and releasing. 43. 43 2014 CA. ALL RIGHTS RESERVED. Add Computer System Cis to the Group CI 1 3. Highlight 3 Computer Systems in the list, right click, and select Add selected item(s) 2. Highlight the Group CI 1. Select the Select Tool 44. 44 2014 CA. ALL RIGHTS RESERVED. Create Custom Relationships in Group Model 1. Click the Relationship Tool, then select Custom - > Is Affected By 1. Change the relationship between the Group CI and the Server CI by clicking and holding on the Group IC, dragging to the server CI and releasing 45. 45 2014 CA. ALL RIGHTS RESERVED. Launch the Group Policy Editor 1. Right click on the Group CI and select Define Policies -> Custom Policies ->Edit 46. 46 2014 CA. ALL RIGHTS RESERVED. Configure the Policy Editor 1. Configure the Policy Editor as shown and click OK. 47. 47 2014 CA. ALL RIGHTS RESERVED. Locate CI ID for a CI to Generate Alert On 1. Highlight a CI, click the SOI Properties tab and take note of the CI ID 48. 48 2014 CA. ALL RIGHTS RESERVED. Generate an Alert to test Service Impact 1. Open a browser and navigate to http://dod-na-vstn- p20:7090/sam/debug/createalarm.jsp 1. Enter the Model Handle from last slide 2. Enter an Alarm Message followed by yourname 3. Set the Type to Risk 4. Set Severity to 3 (Critical) 5. Choose a Connector to send the alert 6. Click Send Request 49. 49 2014 CA. ALL RIGHTS RESERVED. Generate an Alert to test Service Impact 1. Enter the Model Handle from last slide 2. Enter an Alarm Message followed by yourname 3. Set the Type to Risk 4. Set Severity to 3 (Critical) 5. Choose a Connector to send the alert 6. Click Send Request 50. 50 2014 CA. ALL RIGHTS RESERVED. Continue to play around with the Service Modeler 51. 51 2014 CA. ALL RIGHTS RESERVED. For More Information To learn more about DevOps, please visit: http://bit.ly/1wbjjqX Insert appropriate screenshot and text overlay from following More Info Graphics slide here; ensure it links to correct page DevOps 52. 52 2014 CA. ALL RIGHTS RESERVED. For Informational Purposes Only 2014 CA. All rights reserved. All trademarks referenced herein belong to their respective companies. This presentation provided at CA World 2014 is intended for information purposes only and does not form any type of warranty. Content provided in this presentation has not been reviewed for accuracy and is based on information provided by CA Partners and Customers. Terms of this Presentation

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