HowtointegrateIBMControlDeskintoyourcloudservicemanagementtoolchainforincidentrecording,trending,andproblemreadiness

1. IntroducAon

1.1. IBM'sControlDeskFeatures

2. SoluAonoverview

2.1. ServiceManagementArchitectureOverview

2.2. Incidentmanagementarchitectureoverview

3. Usecasesandpersonas

4. HowtouseIBMControlDesk

4.1. Sitereliabilityengineerfeviewsweeklypastincidentsfortrends

4.1.1. OtherstepsoracAonsfromtheStartCenter

4.2. FirstresponderrespondstoanincidentcreatedthroughControlDesk

4.2.1. OthersteporacAonsafirstrespondercantake

5. Prerequisitesforsetup

6. ConfiguraAonofControlDesk

6.1. CreateanddefineStartCenters

6.1.1. StartCenters

6.1.2. CreaAngqueries

6.1.3. CreaAngKPIs

6.1. ClassificaAonstructure

6.2. EscalaAons

6.3. ConfiguringfieldsforintegraAontoSlack

6.4. sendamessagetoSlackwhenthestatusoftheAcketchangestoCLOSED

7. HowtosetuptheintegraAonofNOIwithIBMControlDesk

7.1. NetcoolOperaAonsInsighttoControlDeskIntegraAon

7.1.1. TSRMgatewayinstallaAon

7.1.2. BasicTSRMgatewayconfiguraAon:

7.1.3. IntegraAoncustomizaAons

8. Conclusion

9. GlossaryofControlDeskterms

1. INTRODUCTION IBMBluemixisaPla]ormasaService(PaaS)applicaAonthatletsyourapidlybuildanddeployanapplicaAon.ApplicaAonsmayruninnaAveBluemixorinahybridfashion.

Thepurposeofincidentrecordingandtrendingistoanalyzethenumber,frequency,andtypesofincidentsandtoimplementpreventaAvemeasurestoeliminateorreducethevolume,frequency,andseverityoftheoutagesorperformancedegradaAon.IdenAfyingthecausesofincidentsandse`ngupmeasurestostoptheminthefutureensuresfastandreliableservicesinBluemixorhybridarchitectures.

Inthisguide,weshowyouhowtosetupIBMControlDesktoconnectwithotherapplicaAonsinthemiddleofthecloudservicemanagementtoolchain.WealsodemonstratetheinteracAonofControlDeskwithothercomponentsofthetoolchain.

RefertoIBMControlDeskdocumentaAonintheIBMKnowledgeCenterforstepsonhowtoinstallIBMControlDesk.

1.1. IBM'SCONTROLDESKFEATURESIBMControlDesk’sunifiedITassetandcloudservicemanagementsocwareprovidesacommoncontrolcenterformanagingbusinessprocessesforbothdigitalandphysicalassets.Itenablescontrol,governance,andcomplianceforapplicaAons,endpoints,andassetstoprotectcriAcaldataandpreventoutages.

ControlDeskisITInfrastructureLibrary(ITIL)-compliant,accessiblethroughmobiledevices,andintegrateswithsocialmediaanddevelopmenttools.

IBMControlDeskenablesthebusinesstosupporttheusercommunityforthefulllifecycleofrequest,issue,andongoingmaintenanceandsupporttosystemsandinfrastructuretheusersneedtodotheirjobsandtodriverevenuefortheoverallbusiness.

ControlDeskprovidesthefollowingfuncAonality:Improvesopera=onalefficiencywithnearreal-AmeandhistoricalanalyAcs:

o PrioriAzesincidentresponsebasedonbusinessserviceimpact.

o SpeedsproblemresoluAonwithasearchablesoluAonsknowledgebaseandembeddedremotediagnosAcs.AgentscanremotelytakeoverworkstaAonsandchatwithusersforfasterrequestfulfillment.

o ProvidesAckettemplatesandpre-populatesworkorderfieldswithservicerequestinformaAonthroughintegraAonwithtelephonysocware.

o AutomaAcallyclassifiesAcketsbasedonkeywordsanddetailfields.

o Processesemailsintoinboundservicerequests.Servicerequestscanbecreated,viewedandapprovedusingmobiledevices.

Iden=fiesincidenttrendsandpaGernswithsearchanalyAcs:

o Useadvancedsearch,queries,andreporAngtoidenAfyrepeatincidentsandpafernstofocuscommunicaAonandinformaAontodevelopersandfirstresponders.

o Providevisibilitytofirstresponder,sitereliabilityengineers,andincidentmanagersaswellasdevelopers.

2. SOLUTIONOVERVIEW

2.1. SERVICEMANAGEMENTARCHITECTUREOVERVIEWCloud-basedapplicaAonsneedtobeavailablealltheAme.Toensureavailabilityandperformance,youneedproperprocessesincludingincidentandproblemmanagementtorespondtooutages.Aspartofthis,youneedtoproperlyrecordincidentsandproblemssoyoucanstudytrendsandrootcauseanalysistocorrectoreliminatetheissuethroughcommunicaAonandchangemanagementprocesses.

Figure1showsatypicalcloudservicemanagementarchitecture.Forfulldetails,visittheIBMCloudArchitectureCenter.

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Figure1–ServiceManagementArchitectureOverview

ThefollowingaretherunAmeflowdetailsoftheoverallServiceManagementArchitectureimage.1. Theclientorsupportsystemreportsanincidentandrequestachangeorseeksthestatusofan

applicaAon.TheservicemanagementusersinteractwithclientstogathermoreinformaAontodiagnoseincidents.

2. IncidentmanagementprocessesareopAmizedtorestoretheserviceasquicklyaspossible.ThisisdonethroughaFirstResponderteam,equippedwithautomaAonandwell-definedRunbooks.SophisAcatedmonitoringisperformedtodetectissuesearly,beforetheserviceisaffected.Forcomplexincidents,subjectmaferexpertscollaborateontheinvesAgaAonandresoluAon.Stakeholders(e.g.theapplicaAonowner)areconAnuouslyinformedaboutthestatusoftheincident.

3. Oncetheserviceisrestored,recordedAcketsandcollaboraAngdataenabletheProblemManagementteamsorindividualstoinvesAgatetherootcauseoftheproblem.Oncetheteamunderstandswhatwentwrong,theyusecountermeasurestopreventtheincidentfromhappeningagain.

4. Achangerequestiscreatedtoaddresstherootcauseoftheincident.ThechangecanbeagainsttheapplicaAon,theinfrastructure,orthesupporAngenvironment.ChangesareprioriAzedandapprovedandputtothebacklogtobeaddressedinanagilemanner.

5. TheoperaAonsteamhandlestheintegraAon,usage,anddeliveryofkeyservicestobusinessapplicaAonsandtheenterprisewhetheritisparAcipaAnginincidentmanagement,architecturalpaferns,deployment,orthelike.OperaAonsintegratewithordrivekeyprocessestoensuretheenterpriseachievesitskeyperformanceindicators(KPIs).

6. TheConfiguraAonManagementteamsandtoolssupporttheseprocesses(incident,problem,changemanagement)aswellasoperaAons.ConfiguraAonManagementmaintainsknowledgeaboutthecontribuAngcomponentsaswellastheirrelaAonships.

2.2. INCIDENTMANAGEMENTARCHITECTUREOVERVIEW

IncidentmanagementanditsoperaAonsarekeytocloudservicemanagement.IncidentmanagementisopAmizedtorestorethenormalserviceoperaAonsasquicklyaspossible,ensuringthebestpossiblelevelsofservicequalityandavailabilityaremaintained.Figure2showsanoverviewofanIncidentManagementarchitecture.

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Figure2-IncidentManagementarchitectureoverview

ThefollowinglistdescribestheflowoftheIncidentManagementArchitecture:

1. Theuserorrequestfulfillmentsystemreportsanincident.Stakeholders(forexample,theapplicaAonowners)areconAnuouslyinformedaboutthestatusoftheincident.

2. ThesophisAcatedmonitoringandloggingtools,includingIBMorthird-partytools,connectedtothemanagedsoluAonsdetecttheissuesearlyandsendalertstotheeventcorrelaAontoolandunifieddashboard.

3. TheeventcorrelaAontoolcorrelateseventsfrommulAplesourcesandidenAfiesandisolatestheproblembyalerAngthecollaboraAonandnoAficaAonsystems.Thefirstresponderteamexaminesthecorrelatedeventstonarrowdowntheissueinstantly.Forcomplexissues,theincidentownerandsubjectmaferexpertscollaborateontheinvesAgaAonandresoluAon.

4. ThenoAficaAonsystemcreatescollaboraAonchannelswithalertsthatarespecifictoanincident,givingincidentownersandsubjectmaferexpertsrecordswithintheincidentinvesAgaAonandmiAgaAon.

5. ThenoAficaAonsystemcreatesanincidentrecordwithspecificdetailstoallowthefirstresponderstoresolvetheissueindependentlyorincollaboraAonwithothersinachannel.

6. ThedashboardsarepreconfiguredtoprovideasingleviewofvarioussourcesofeventsfromtheeventcorrelaAonandmonitoringsystems,helpingthefirstrespondersandsubjectmaferexpertstoisolateandresolvetheissuesbyexecuAngRunbooks.

7. TheFirstResponderTeamusesautomaAonandwell-definedRunbookstoresolvetheissueinstantly.Theautomatedprocessesalsoupdatethestatusoftheeventsothatthedashboard,noAficaAon,andcollaboraAonchannelsaresynchronized.

8. Thesitereliabilityengineerusesasetofqueries,KPIs,andresultsetstoallowfortrendingandcommonaliAesofrecordstobefoundandrecordedfortrendingreviewandanalysis.

9. Oncetheincidentisclosed,asitereliabilityengineeropenstheproblemAcketisopenedbythesitereliabilityengineertodeterminetherootcauseoftheissue.IfaconfiguraAonchangeisneeded,theincidentowneropensaAcketintheConfiguraAonManagementsystem.

Figure3showsanarchitecturaldiagramforIBMControlDesk,includingitscomponentsandintegratedtoolsforincidentmanagementandtheirinteracAons.OneofthekeytakeawaysfromthediagramisthatthesoluAonsupportsastrongintegraAonmixtureofproductsandsoluAons,eachfeedingorbeingfedbythecentralIBMNetcoolOperaAonsInsight(NOI)soluAon.

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Figure3–SystemContextDiagramforIBMControlDesk

ThefollowingflowdescribesthesetupandoperaAonsofthissoluAoninanoverallcloudservicemanagementspace:

1. Aneventsystemreceivesanalert,determinestheseverityoftheissue,andcreatesanincidentinIBMControlDesk.AtthesameAmethattheincidentisbeingcreated,acollaboraAonchannelisbeingopened.Iftheseverityoftheincidentisaone(1)itwillbeadedicatedcollaboraAonchannel.Ifitisanythinglower,itwouldbesetinageneralchannel.

2. OncethecollaboraAonchannelisopen,theeventsystemwillupdatetheControlDeskincidentwiththedetailsofthechannel(URL).

3. ThenextstepintheflowisadecisionacAon.Oncethedecisionismade,theflowwillfollowoneofthefollowingpaths:

a. Inthispath,theusersareinthechannelcollaboraAngtodetermineasoluAon.WhenthesoluAonisprovided,theusercantypeinSlacknoiresolveandtheexactAcketnumber,andtheAcketwillbesettoresolved.

b. Iftheflowfollowsthispath,theeventsystemdeterminesifthereisarunbookthatcanbeexecutedtoresolvetheissue.Thisprocesscanbeeithermanualorautomated.

4. Oncetherunbookhascompleted,theeventsystemconAnuesmonitoringtoensuretheexactissueisresolved.Ifitisresolved,theeventsystemupdatestheincidentas“resolved”intheControlDesk.

5. AddiAonally,thecollaboraAondatafromthechannelisretrievedandstoredinaworklogentryinControlDeskforfutureuseandtrendanalysis.

3. USECASESANDPERSONASThefollowingpersonasareoceninvolvedinIBMControlDeskinthecloudservicemanagementtoolchain.

Firstresponder(oncall):

Stepsafirstrespondertakesinclude:

1. Thefirstresponderreceivesanalerttosupportanissue.TheresponderisalertedviatheSlackchannel.HeorsheviewsIBMControlDesktoseeifthissortofissuehasoccurredbefore,and,ifso,howitwasresolved.

2. IfasoluAontothecurrentincidentisfound,thefirstresponderusesControlDesktocreateaworklogofthesoluAon.

3. ThefirstresponderusestheworklogfromasimilarincidenttodeterminewhoworkedonincidentsofthesametypeandmaybeabletoassistmoreAmelynow.

Sitereliabilityengineer:

Stepsasitereliabilityengineertakesinclude:

1. Conductsananalysisoftherecentincidentstolookfortrendsandfrequencychanges.2. InvesAgatestheincidents,whicharelikeanotherincidenttosolvethecurrentincidentfaster.3. Findspossiblepafernsandestablishesproblemrecordsforareviewoftherootcauses.4. LocatesresoluAontopreviousincidents.5. Determineswhatteamorresourceworkedonaprevious,similarincident.

4. HOWTOUSEIBMCONTROLDESKIBMControlDeskisoperatedthoughaweb-basedGUI.YourexactURLisbasedonhowyouinstallorusecloud-basedsoluAons.It’susuallyinthefollowingformat:hfp://<servername>/maximowhereyouinsertthenameofyourspecificserver.

Thefollowingstepsshowhowareliabilityengineerorfirstresponderconductacertainprocess.Asusers,theymayperformmanyacAviAesandprocesseswiththedataavailabletotheminIBMControlDesk.TheaddiAonalacAviAesandprocessesarenotfullydescribedinthisdocument.

4.1. SITERELIABILITYENGINEERFEVIEWSWEEKLYPASTINCIDENTSFORTRENDSIfyouareasitereliabilityengineer,followthesestepstoreviewincidentsinthepastweektoidenAfyanynotabletrends.

1. Aceryoulogin,usethepre-createdStartCentertoviewtheRecentlyUpdated&Resolvedincidents.TheportletisonthelowerleccorneroftheStartCenter.

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2. Clickthe� OpenResultsinApplica=onicontoviewtheresults.Thispresentsallincidentsthathavearecentupdatedworklogandweresettoresolveinthelast24hours.

3. ViewtheapplicaAonliststoscanfor:

a. Commonsummaries

b. Thepriorityofincidents

c. Whethertheincidentrequiredanownerorowninggrouptoberesolved

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4. ClickonaspecificincidentfordetailedinformaAonrelatedtotheincident,including:

a. Whatworklogupdateswereaddedtogiveinsightastotherunbooksused

b. TherelatedconversaAonintheSlackchannel

c. Thefirstresponderswhomayhaveaddedalogforaworthynoteofdetail

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5. Asyoureviewtheincidents,ifyounoAceareoccurrenceoranissuethatyoubelieveneedsfurtherresearchasaproblemrecord,itmaybebesttoclassifytheincidentortheproblemrecordasneedingnextstepsorfuturereporAngsteps.

6. Toclassifytheincidentrecord,clickthedoublearrows� nexttothefieldClassificaAonPath.UsethedialoguetoselectaproperclassificaAon.

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7. AceryouselecttheclassificaAon,checktheblueboxnexttothebestclassificaAon.ThatclosesthedialogueandupdatestheclassificaAonfield.

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8. Tocreateaproblemrecordforfurtherrootcauseanalysis,gototheMoreAcAonsecAonofthelec-handnavigaAonpanelandselectCreate>Problem.Oncetheproblemiscreated,itcreatesabridgefromincidentmanagementtoproblemmanagement.

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9. Aceryoucreatetheproblem,youcanviewtheproblemrecordfromtheRelatedRecordsTab.

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10. Navigatetotheproblemrecordfromtheincident.YouneedtoupdatetheproblemrecordwiththefollowinginformaAon:

a. Assigntoapersonorgroup

b. SetStartDates

c. Categorizetheproblemtomakeitavailableacomprehensiverootcausereviewbytheproblemteam.

11. UsethedoublearrowsnexttotheRelatedRecordKeyfieldandSelectGotoProblems

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12. Doublecheckthattheproblemrecordisclassified.Iftheincidentrecordwasclassifiedbeforeyoucreatedtheproblemrecord,theproblemrecordwillbeclassifiedbasedontheclassificaAonandautoassignedtoanownergroupbasedonclassificaAon.

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13. IftheclassificaAondoesnotpre-populatetheownergroup,gotoCommonAcAononthelecnavigaAonmenu,clickSelectOwner,andsearchforthegroupthatyouwanttoreviewtheproblemforrootcause.

14. Youmayalsodooneorbothofthefollowing:

a. Givetheproblemrecordanurgencyse`ngtohelpprioriAzefindingtheroot.

b. SettheTargetStartorTargetFinishtoensureanalysisandworkareperformedinaAmelymanner.

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15. ToreturntotheIncidentandthetrendinganalysis,clickReturnintheupperrighthandcorner.

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16. Toaddaworklog,clickNewrowonthemainincidentscreen,undertheworklogsecAon.RecordwhatanalysisyouperformedandaddanyinformaAonaboutwhythisincidentandotherslikeitshouldbereviewedforrootcauseanalysis.

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17. Acerrecordingtheworkentryonanalysis,setthestatusto“InProgress”unAltheincidentisresolved.

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18. Ifyoudeterminethatseveralincidentsarethesamekindorcouldberelated,youcanrelatetheincidentsusingtheRelatedRecordstab.ShowingthisrelaAondoesn’tcausetheincidentstoallbeacAonedthesame.ItsimplyshowsthecorrelaAonbetweentheeventsandtheincidentsthatwerecreated.

19. OntheRelatedRecordstab,clickSelectTickettoaddrelatedAcketnumbers(ifyouknowthem).YoucanalsousetheSearchforTicketsfuncAonifyouwanttolookforrelatedevents..

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20. WhenusingtheSearchforTicketsbufon,checktheboxforOnlyShowOpenIncidentsandselectSearch.TheresultswillshowinthesecAonofthedialogueforsearchresults.YoucanfurtherfilterthelistbyusingthefieldsatthetopofthedialogueorbyusingthefilterrowintheSearchResultstofindAcketsintheresults.

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21. Torelatearecord,checktheboxneartherecordrowinthesearchresults.SelectRelateSelectedTickets.ThenclickClosetoreturntotherecordwheretherelatedAcketswilldisplay.

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22. ToseealistofrelatedAcketstoyourproblemAcket,lookatRelatedTicketssecAonandtakenoteoftherelaAonships.

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23. Toreturntotheoriginallistofincidentsthatwererecentlyupdatedandresolved,clicktheListViewArrownexttoIncidentheader.

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4.1.1. Otherstepsorac=onsfromtheStartCenterAsthesitereliabilityengineer,youcanusetheControlDesktoseeextensivedatathathelpsyoureviewtrendsandconductincidentanalysisforthesupportofcloudorhybridapplicaAons.ThesereviewsandanalysiscanhelpyouconductproblemmanagementandunderstandtheneedforcorrecAveacAon(runbooks),soluAons(documentedknowledge),orcommunicaAons(todevelopersforchangeofbehavior).

We’vecoveredafewwaysthatyoucanusetheportletsanddatapresentedintheStartCentertoconductIncidentManagement.OtherStartCenterportletsinclude:

a. KPIofCurrentAcAveIncidents

i. Enablestheengineerandresponderstounderstandthelevelofvolume/impactthecurrentincidentsmaybehavingintheinfrastructure.Forexample,ifonlyfiveor10incidentsshouldbeopenatanygivenAmeandthecurrentvolumeismorethanthisnumber,ithighlightstheneedtotakemoreproacAvestepstodecreasingincidents.

b. Incidentsupto30daysclosed,sortedbyclassificaAon

i. Theengineermaywanttofocusontheincidentsheorshehasclassifiedasthosewerelikelytheincidentsthatshowedinterestsinthetrendsoccurringrecently.

ii. Thisqueryviewallowsfortheuserstounderstandthenumberofincidentsbeingworkedandreviewedoranalyzedforimpacttotheoverallinfrastructure.

c. Severity1EventIncidents

i. ThisresultsetfocusesonthetopseverityoftheincidentsoccurringthataresAllinanAcAvestate.

d. Severity2,3,4EventIncidents

i. Theseincidentsare“acAve”andnotyetresolvedthroughautomaAonormanualstepsandareofalowerseveritythanone.

e. NewlyResolvedIncidents

i. Theseincidentshaverecentlybeenresolvedandcouldbeofinterestsforanalysisandtrending.

f. ReportList

i. ThesearejustafewreportswhichcanbelaunchedfromtheStartCentertoaidinthereviewofdatabeinggatheredandassimilatedinControlDesk.

g. ProblemstoAcAon

i. ThesearerecordswhererootanalysiswouldbeperformedandcorrecAvechangeswouldbecompleted.

YoucanusetheseresultsetsandportletsdirectlyintheStartCenterorthego-tolistviewicontoworkwiththedatainthelisttofilter,openandparedowntheresultstothoseshowingthetrends.

Asitereliabilityengineer’spre-configuredStartCentercanbefurtherconfiguredtoincludeaddiAonalportlets.YoucanalsoupdatetheconfiguraAontoreflectaddiAonalparameters,lists,andqueries.

LearnmoreaboutStartCenters.

4.2. FIRSTRESPONDERRESPONDSTOANINCIDENTCREATEDTHROUGHCONTROLDESKAsafirstresponder,youcanfollowthesestepstorespondtoanincidentcreatedthroughtheControlDesk.

1. GototheStartCentertoviewtheEventDrivenIncidentsorAcAveIncidents-AssignedtoMe.Theportletsallowyoutopickuporreturntoworkyouhaverecentlyworkedon.

2. SelectanincidentfromthelistofEventDrivenIncidentsandclickontherecordintheresultsettoopentheincident.

3. Onceyouopentherecordanddecidetoworkontheincident,gotothelecnavigaAonunderCommonAcAonsandselectTakeOwnership.Thisassignstheincidenttoyoutoworkandresolve.

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ThestatusofthisincidentautomaAcallyupdatestoastatusofQueued.Tobeginworkontheincident,gototheCommonAcAonssecAon,clicktheincident,andchangethestatustoInProgress.

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4. Onceinprogress,scrollslightlytothemiddleoftherecordandlocatethesupporAngSlackchannelwhereothersmaybecollaboraAngtoresolvetheincident.

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5. Highlightthechannelinthefieldandright-clickGo.ThistakesyoudirectlytotheSlackchannel.UsethechanneltocollaborateandfindasoluAontotheissue.

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• YoumightalsowanttoreviewanytrendingSlackchannelwherethesitereliabilityengineerorotherrespondersarespecificallyreviewingincidentsofapafernortype.Ifthereisatrendingchannel,youprobablywanttoreviewandparAcipateasnecessary.

6. Toaddcommentsorupdatestotheincident,scrolltothesecAoncalledWorkLogs,andclickNewRow.Thiscreatesanentrywhereyoucanprovideupdates.ThisshowsyounotesoftheincidentacAviAes,entriesfromtheSlackChannel,andinformaAonfromNOIdirectly.

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ThefollowingimageshowsanentryintheIncidentrecordedbySlack.

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AndthisshowswhatitlookslikewhentheentryisupdatedbyNOI.

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7. AsanopAonaltask,youcanclassifytherecordiftheknownissueisidenAfied,recognize,dandfoundintheCloudClassificaAonsstructure.UsethedoublearrowsnexttoClassificaAonPathfieldandclickClassify.ToselecttheclassificaAon,usetheblueboxnexttotheword.Toexpandandseemorehierarchy,usetheplussign.

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a. Oncetheincidentissueisresolved,youcanmarktheincidentas“resolved.”ThiscanbedonebyusingthechangestatusunderCommonAcAonsinControlDeskorbywriAngthefollowingcommandintheSlackchannelfortheincident:

noiresolve<eventNumber>

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ThesearecustomslackbotsthatintegratethecommunicaAonsofvarioustoolsintheoveralltoolchain.

Thiscommandworksbothfromthe"global"channel(thatis,resolveanyevent)andfromthededicatedchannelforaspecificevent.

Iftheincidentisaglobalincidentthataffectsmanysystems,youcansettheincidenttoaglobalincidentandrelateotherrecordstoit.VisittheIBMKnowledgeCenterfordetailedsteps.

4.2.1. Othersteporac=onsafirstrespondercantakeAsafirstresponder,youcanusetheControlDesktoupdateandreviewdataofincidentsthatareinsupportofcloudorhybridapplicaAons.TheseacAonsandupdates:

• Ensureaccuratedataforanalysi

• HelpyoufindotherincidentswithsimilarsoluAonsandrunbooks,

• ReturntoaslackchanneltofindpastcollaboratorsforresoluAonorfindpastacAonstakeforanincidentofsimilartype

• DiscovercommunicaAonstodevelopersforchangeofbehavior

Wehavealreadydiscussedafewportlets,butthereareanumberofportletsintheStartCenterthatyoucanusetoreviewacAveincidents,resolveincidents,takeownership,andfindsimilarincidentsortrendstoresolveincidentsquickly.

OtherportletsavailabletotheresponderthroughtheStartCenterare:

a. QuickInserts

i. TocreateIncidentsorproblemsforfutureacAon

b. OpenIncidents–KPI

i. Enablestheengineerandresponderstounderstandthelevelofvolume/impactthecurrentincidentsmaybehavingintheinfrastructure.Forexample,ifonlyfiveor10incidentsshouldbeopenatanygivenAmeandthecurrentvolumeismorethanthisnumber,ithighlightstheneedtotakemoreproacAvestepstodecreasingincidents.

c. AverageIncidentWorkTime–KPI

i. Thiskeyperformanceindicatorrepresentshowlonganincidentisworkedbeforeitisresolved.

d. AcAveIncidentsAssignedtoMe

i. Thisshowsincidentsthatbelongtoyou.Thisensurenooneelseworksonthisincidentorthattheyhaveafollow-upacAonorinterest.

e. Severity1Incidents–Open

i. ThisresultsetfocusesonthetopseverityoftheincidentsoccurringthataresAllinanAcAvestate.

f. Severity2,3,4,Incidents–Open

i. Theseincidentsare“acAve”andnotyetresolvedthroughautomaAonormanualstepsandareofalowerseveritythanone.

g. NewlyCreatedProblems

i. ThesearerecordswhererootcauseanalysiswouldbeperformedandcorrecAvechangeswouldbecompleted.

TheseresultsetsandportletscanbeuseddirectlyintheStartCenterorthego-tolistviewicontoworkwiththedatainthelistviewtofilter,openandparedowntheresultstothosetheresponderwishestoworkwithorreview.

LearnmoreabouttheStartCenterintheIBMKnowledgeCenter.

5. PREREQUISITESFORSETUPForthistoolchainintegraAon,youneedthefollowingcomponentsofIBMControlDesk,NetcoolOperaAonsInsight/Omnibus,andSlack:YouneedtohaveIBMControlDeskinstalled.FollowtheinstrucAonsinthefollowinglinkstolearnhowtoinstallbasedonwhetheryouhaveanon-premisesenvironmentoracloud-basedenvironment.

• InstallaAonofIBMControlDesk-OnPremise• HowtoAccessIBMControlDesk-OnCloud

YouneedtohaveOmnibusinstalled.UsethefollowinglinksandchoosetheinstrucAonsthatmatchyourlocalrequirements(connecAonstoLDAP,choiceofoperaAngsystemanddatabase,H/AconsideraAonsandsoon).TheintegraAonofOmnibusintothetoolchainislooselycoupledandwillfuncAonwithanyIBM-supportedconfiguraAonofOmnibus.• Omnibusv8.1installaAondocumentaAon• NetcoolOperaAonsInsightv1.4installaAondocumentaAon• InstallaAonbestpracAces

6. CONFIGURATIONOFCONTROLDESK

6.1. CREATEANDDEFINESTARTCENTERS

6.1.1. StartCentersTosetuptheStartCentersusedinthisbusinessflow,youwillcreateaStartCentertemplateusingseveralitems,queries,“where”clauses,KPIs,andthecreateandupdatecommands..

WecreatedtwoStartCentersforthisscenario,onelabeledSiteReliabilityEngineerandtheotherlabeledFirstResponder.

UsethescreenshotsinthisdocumentalongwiththequeriesandKPIsaccompanyingtheinstrucAonstocreateyourownreusableStartCenters.

First,youneedtocreateatemplate.FollowthestandardinstrucAonsintheIBMKnowledgeCentertogetstarted:

ManagingStartCentertemplates

GetStartedwithControlDesk:StartDesk

6.1.2. Crea=ngqueriesFollowthestepsintheKnowledgeCenter’sIBMControlDeskdocumentaAon,Workingwithworkviewqueries,tocreatepredefinedandsavedqueriesthatyoucanusefortheStartCenterstohavethemavailableintheapplicaAons.

VisittheIBMKnowledgeCenter’sSQLWHEREclausesearchesdocumentaAonforinstrucAonsandstepsforcreaAngWHEREclausequeries

WecreatedanddefinedseveralqueriestosupporttheStartCenters.Thequeriesarelistedbelowsoyoucaneasilyandquicklyrecreatethem.

Recentlyresolvedincidents (status='RESOLVED'andupper(externalsystem)='EVENTMANAGEMENT')

Recentlyupdatedandresolvedincidents

AckeAdin(selectrecordkeyfromworklogwheremodifydate>currentAmestamp-decimal(240000,6,0))andstatusin(selectvaluefromsynonymdomainwheremaxvaluein('RESOLVED')anddomainid='INCIDENTSTATUS')and(currentAmestamp>actualfinish)orderbyinternalpriorityASC

Priority2,3,4incidents ((status='INPROG'orstatus='NEW'orstatus='PENDING'orstatus='QUEUED')andupper(externalsystem)='EVENTMANAGEMENT'and(reportedpriority=2orreportedpriority=3orreportedpriority=4))

Priority1incidents ((status='INPROG'orstatus='NEW'orstatus='PENDING'orstatus='QUEUED')andupper(externalsystem)='EVENTMANAGEMENT'andreportedpriority=1)

Incidentsclosedupto30days (status='CLOSED')andactualfinish>(currentAmestamp-30days)orderbyinternalpriorityASC

Alleventmanagementincidents ((status='INPROG'orstatus='NEW'orstatus='PENDING'orstatus='QUEUED')andupper(externalsystem)='EVENTMANAGEMENT')

Incidentsassignedtologgedinuser

((status='INPROG'orstatus='NEW'orstatus='PENDING'orstatus='QUEUED'))and(owner=:USER)

6.1.3. Crea=ngKPIsWeusedseveralKeyPerformanceIndicators(KPIs)tocreatetheStartCentersfortheseusecases.VisittheIBMKnowledgeCenterdocumentaAon,CreaAngkeyperformanceindicators,tolearnhowtocreateorreuseKPIs.

ThefollowingstatementsarethebasisforhowwecreatedtheKPIsweusedinthisguide.

6.1. CLASSIFICATIONSTRUCTUREAnewcloudclassificaAonhierarchywascreatedtoproperlysupportandcategorizetheincidentsbeingcreatedinControlDeskbytheeventmonitoringsystemandbythefirstresponders.TocreateclassificaAonsinIBMControlDesk,usetheAdministraAon>ClassificaAonApplicaAon.

ThefollowingtableshowsthecloudclassificaAonstructurerecommendedforuseinthesupportofcloudinfrastructure.YoucanexpandandpersonalizethisclassificaAonstructureintootherclassificaAonhierarchies.

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Openproblems (historyflag=0)and(statusin(selectvaluefromsynonymdomainwheremaxvaluein('NEW','PENDING','QUEUED','INPRG')anddomainidin('PROBLEMSTATUS')))

Openincidents selectcount(*)fromINCIDENTwherestatusin(selectvaluefromsynonymdomainwheremaxvaluein('NEW','QUEUED','PENDING','INPROG'))

AverageworkAmeofincidents selectavg(TIMESTAMPDIFF(8,char(ACTUALFINISH-ACTUALSTART)))fromIncident

6.2. ESCALATIONSYoucanconfigureescalaAonstoautomaAcallymonitorthecriAcalprocessesinyourenterprise.YoucanalsouseescalaAonsforevents,suchascontractexpiraAon,achangeinthestatusofarecords,orachangeintheownershipofarecord.

ThefollowingescalaAonsareusedinthisimplementaAonforupdaAngtheincidentstatusortotakeanacAontosenddatatointegraAonpoints.

*Addi8onaldetailsonthescriptusedfortheProcessclosedincidentscanbefoundinsec8on5.4ofthisdocument.

ThefollowingdocumentaAonintheIBMKnowledgeCentergivesyoumoreinformaAonaboutescalaAons:

• EscalaAonsoverview

• WorkingwithescalaAons

• AcAvaAngescalaAons

6.3. CONFIGURINGFIELDSFORINTEGRATIONTOSLACK

Fieldaddi=onsforintegra=ontoSlack

ToconnectIBMControlDesk,Slack,andpushandpulldatafromthesystems,youneedtoaddfieldsinControlDesktodisplaySlackdata.Todoso,followthesesteps:

IndatabaseconfiguraAon:

1)AddthenewafributeCASE_SC_TRENDINGtoTICKETtable.ALN(300),TrendingSlackChannel

2)AddthenewafributeCASE_SLACK_CHANNELtoTICKETtable.ALN(300),SupporAngSlackChannel

3)TurnonAdminmode

4)ApplyconfiguraAonchanges

5)TurnoffAdminmode

CloseresolvedIncidentsacer5days

STATUSIN(SELECTVALUEFROMSYNONYMDOMAINWHEREDOMAINID='INCIDENTSTATUS'ANDMAXVALUE='RESOLVED')

EscalaAonpointis5days

Processclosedincidents–Slack

STATUS=’CLOSED’ NoEscalaAonPoint

AcAonofIncidentClose–

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*AcAonofSendinformaAontoSlackChannel

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InapplicaAondesigner

6)Addanewafribute,INCIDENT.CASE_SC_TRENDINGandINCIDENT.CASE_SLACK_CHANNEL,toIncidentapplicaAonabovetheServiceGroup.

6.4. SENDAMESSAGETOSLACKWHENTHESTATUSOFTHETICKETCHANGESTOCLOSED

TosendamessagetoSlackwhenthestatusoftheAcketchangestoCLOSED

Createscriptwithac=onlaunchpoint

1. CallthescriptSendToSlack.sh(onLinux)withthreeparameters

CASE_SLACK_CHANNEL:SlackChannel

TICKETID:Ticket#

STATUSDATE:Dateofclosure

2. Navigateto>SystemConfiguraAon>Pla]ormConfiguraAon>AutomaAonScripts>MoreAcAon>Create>ScriptwithAcAonLaunchPoint

3. IntheLaunchPointfield,type“CASE_SEND_2_SLACK.”

4. IntheDescripAonfield,type“SendinformaAontoSlackchannel.”

5. IntheAcAonfield,type“CASE_SEND_2_SLACK.”

6. IntheDescripAonfield,type“SendinformaAontoSlackchannel.”

7. FortheObjectfieldObject,clickthesearchiconandtype“incident.”SelectIncident.

8. ChecktheboxforAcAve.

9. UnderScript,check“New”intheBooleonfield.

10. SelecttheNextbufon.

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11. DefinethefourVariableparametersforthescript.12. SelecttheVariablestaboftheautomaAonscript.13. Toaddeachvariableyouwillselectthenewrowbufon.14. Inthefirstvariable,type“in_CASE_SLACK_CHANNEL”.15. InthedescripAonfield,addin_CASE_SLACK_CHANNEL.16. SettheBindingTypefieldtoAfribute.17. SetthevariableTypetoIN.18. ChecktheboxnexttoOverride?19. IntheLaunchPointVariablefield,type“CASE_SLACK_CHANNEL”.20. Allotherfieldswillbelecnullorblank.

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21. Forthesecondvariable,type“in_STATUS”intheVariablefield.22. IntheDescripAonfield,add“inSTATUS”.23. SettheBindingTypefieldtoAfribute.24. SetthevariableTypetoIN.25. ChecktheboxnexttoOverride?26. IntheLaunchPointVariablefield,type“STATUS”.27. Allotherfieldswillbelecnullorblank.

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28. Forthethirdvariable,type“in_STATUSDATE”intheVariablefield29. IntheDescripAonfield,addin_STATUSDATE.30. SettheBindingTypefieldtoAfribute.31. SetthevariableTypetoIN.32. ChecktheboxnexttoOverride?33. IntheLaunchPointVariablefield,type“STATUSDATE”.34. Allotherfieldswillbelecnullorblank

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35. Forthefourthvariable,type“in_TICKETID”intheVariablefield.36. InthedescripAonfield,addin_TICKETID.37. SettheBindingTypefieldtoAfribute.38. SetthevariableTypetoIN.39. ChecktheboxnexttoOverride?40. IntheLaunchPointVariablefield,type“TICKETID.”41. Allotherfieldswillbelecnullorblank.

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42. Onceallvariablesandparametersareadded,clickNext.

43. Copyandpastethescript“CreateScriptwithAcAonLaunchPoint”foundonGitHubinthefieldSourceCode.

44. ClicktheboxCreate.

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Crea=ngescala=on

1. Navigateto>SystemConfiguraAon>Pla]ormConfiguraAon>EscalaAons

2. FortheTitleoftheEscalaAontype>CASE_C_INCIDENTS

3. GiveitadescripAonof>Processclosedincidentrecords.

4. SelectINCIDENTfortheAppliestofield(object).

5. TypeSTATUS=='CLOSED'intheCondiAonfield.

6. Select2m,*,*,*,*,*,*,*,*,*intheSchedulefield.

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7. ClickNewRowtoaddoneescalaAonpoint.

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8. FortheoneEscalaAonPoint,clickonthenewrowtoAddoneAcAon:SearchforacAonCASE_SEND_2_SLACK.

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9. SavetheEscalaAon

10. UnderMoreacAons,usetheacAonValidate,tovalidatetheescalaAon.

11. UnderMoreacAons,usetheacAonAcAvate,toacAvatetheescalaAonofastatus.

7. HOWTOSETUPTHEINTEGRATIONOFNOIWITHIBMCONTROLDESK

7.1. NETCOOLOPERATIONSINSIGHTTOCONTROLDESKINTEGRATIONPleasenotethat,forhistoricalreasons,manyofthetechnicalassetsarecalledMaximo,TSRM,orSCCDaswellasICD.TheseallrefertothesameproductandarefuncAonallysynonyms.

7.1.1. TSRMgatewayinstalla=onTheintegraAonisbasedontheTSRMgateway.

InstalltheTSRMgatewayperthestandardIBMinstrucAonsdetailedinthefollowinglinks.Adjustthemforyourlocalrequirements.

• GatewaydocumentaAon

• GatewaydownloadinstrucAons

ThefollowingvideosexplainhowtoperformthebasicinstallaAonandconfiguraAon:

• InstallingtheTRSMGatewayonOmnibus8.1

• NetcoolTSRMIntegraAon:ViewingcreatedincidentsfromOmnibusinTSRM

7.1.2. BasicTSRMgatewayconfigura=on:Acerinstallingthegateway,configureittocommunicatewithICDandtestthebaseconfiguraAonbeforeimplemenAngthecustomizaAonsdetailedinsecAon8.1.3.FollowtheinstrucAonsintheseIBMKnowledgeCenterdocuments:

• Installingthegateway

• TesAngNetcool/OMNIbuscommunicaAonwithTSRM

7.1.2.1. Journalupdates

ToenableNOItoupdateICDwithanyNOIjournalentriesorSlackmessages,youmustacAvatethejournalintegraAon.

FollowtheinstrucAonsinthisIBMKnowledgeCenterdocument:

ConfiguringTSRMtoreceivejournalentriesfromNetcool/OMNIbusevents

Orwatchthevideo,TSRMgateway:ConfigureTSRMtoreceivejournalentriesfromNetcool/OMNIbusalerts

OpAonalconfiguraAons

ThefollowingconfiguraAonsarenotmandatoryforNOI-ICDintegraAon,butmanycustomersimplementthem.

• ExtendthesizeofthesummaryfieldtomatchpossiblelongNOImessages

• Createacustommessageobjectforimprovedperformance

• Finetuningtheperformanceofgatewayeventprocessing

7.1.3. Integra=oncustomiza=onsThebestpracAcesinthisguidedependonthefollowingcustomizaAonstothedefaultintegraAon:

ForthepurposesofthisdocumentaAon,weassumethatyou’venamedyourgatewayG_ICD.

7.1.3.1. ChangeTicketcontentdetailsTheconfiguraAonfile$NCHOME/netcool/omnibus/gates/tsrm/tsrm.mappingcontainsthetranslaAonbetweenNOIfieldandICDfields.

Thedefaultmappingisasfollows:

CREATE MAPPING StatusMap

(

'CLASS' = 'INCIDENT',

'DESCRIPTION' = '@Node' + ":" + '@Summary' ON INSERT ONLY,

'REPORTEDBY' = 'NETCOOL' ON INSERT ONLY,

'REPORTDATE' = TO_TIME('@FirstOccurrence') ON INSERT ONLY,

'REPORTEDPRIORITY' = Lookup('@Severity','SeverityTable') ON INSERT ONLY,

'STATUS' = Lookup('@Severity', 'StatusTable'),

'TTNumber' = '@TTNumber'

);

CREATE MAPPING JournalMap

(

'CLASS' = 'INCIDENT',

Youshouldchangeitto:

7.1.3.2. Addajournalentryfornew8cketItcanbeusefultoaddautomatedjournalentriestoNOIwhenICDAcketsarecreatedorchanged.ThesimplestwaytoimplementthisisbyaddinganewtriggertotheNOIObjectServer.

UploadthefileCASE_NOI-ICD-Journal.sqltotheOMNIbusserverandrunthefollowingcommand:$OMNIHOME/bin/nco_sql -user <username> -password <password> -server <server_name> < /tmp/CASE_NOI-ICD-Journal.sql

FurtherdocumentaAonmaybefoundintheIBMKnowledgeCenteratStarAngtheSQLinteracAveinterface

IfyouhavemulApleObjectServers,youmustrunthiscommandmulApleAmes.

ThetriggerwaitsforICDtosendanupdatetoNOIwiththenewAcketIDandthenwritesajournalentryontheevent,asthefollowingimageshows.

CREATE MAPPING StatusMap

(

'CLASS' = 'INCIDENT',

'DESCRIPTION' = '@Node' + ":" + '@Summary' ON INSERT ONLY,

'EXTERNALSYSTEM' = 'EVENTMANAGEMENT' ON INSERT ONLY,

'REPORTDATE' = TO_TIME('@FirstOccurrence') ON INSERT ONLY,

'REPORTEDPRIORITY' = Lookup('@Severity','SeverityTable') ON INSERT ONLY,

'STATUS' = Lookup('@Severity', 'StatusTable'),

'TTNumber' = '@TTNumber'

);

CREATE MAPPING JournalMap

(

'CLASS' = 'INCIDENT',

'Chrono' = '@Chrono',

'CREATEDATE' = TO_TIME('@Chrono'),

'DESCRIPTION' = TO_STRING('@Text1'),

'DESCRIPTION_LONGDESCRIPTION' = TO_STRING('@Text1') + TO_STRING('@Text2') + TO_STRING('@Text3'),

'ServerName' = STATUS.SERVER_NAME,

'ServerSerial' = STATUS.SERVER_SERIAL

);

!

IfthereisintegraAonbetweenNOIandSlack,thejournalupdatewillbeforwardedtoSlacktoo.

7.1.3.3. Automate=cketcrea=on

OMNIbustriggerscanautomatemanytasks,suchascreaAngICDAcketsfornewevents.

TwosuchtriggersareCASE_ICD_Forward_NewEventandCASE_ICD_Forward_UpdatedEvent.ThefirstcreatesanICDAcketwhenanewincomingeventmatchesaspecificcondiAon(thatis,theseverityis5/CriAcal),andthesecondcreatesaAcketwhenaneventchangestomatchaspecificcondiAon(thatis,anoperatororanotherautomaAonraisedtheseverityoftheevent).

MakethischangebyloadingtheCASE_NOI-ICD-NewTicketTriggers.sqlfileintotheOMNIbusObjectServer.

UploadthefiletotheOMNIbusserverandrunthefollowingcommand:$OMNIHOME/bin/nco_sql -user <username> -password <password> -server <server_name> < /tmp/ CASE_NOI-ICD-NewTicketTriggers.sql

YoucanchangethethresholdeitherbymodifyingtheSQLfileandreloadingitorbychangingthetriggerintheOMNIbusAdminconsole.

7.1.3.4. SynchronizemorefieldsbetweenNOIandICDThefiletsrm.mapcontrolswhichNOIfieldsaresenttoICDAcketsandinwhatformat.CheckoutthedocumentaAoninIBMKnowledgeCenterformoreinformaAon:ConfiguringtheTivoliNetcool/OMINbusGatweayforTSRM.

Toaddmorefields,suchastheOWNERoftheAcket,youmustaddanextramappingtabletothebeginningofthefile:

CREATELOOKUPUserTable( {0,'MAXADMIN'},{1,'ICDUser#1'},{2,'ICDUser#2},{65534,''})

DEFAULT='';

Andfurtheron:

CREATEMAPPINGStatusMap ( 'CLASS'='INCIDENT','OWNER'=Lookup('@OwnerUID','UserTable'),

TakecaretokeeptheUserTableupdatedwiththerelevantmappingbetweenNOIuseridnumbersandICDusernames.

ThefileNOI-ICD-modificaAons.zipincludesanexampleofthemodifiedfile.

7.1.3.5. Addnewstatusesto=cketstatusBydefault,theonlychangeinstatusNOIpushestoICDisRESOLVEDwhentheeventstatuschangestoClear(0).Tosendmorestatuses(forexample,updaAngthestatustoINPROGwhenausertakesownershipofaneventinNOI),youneedtomakethefollowingchanges:

• CreateanewfieldintheNOIschema,calledCASE_ICD_Status,whichholdsthestatustobepushedtoICD

• Modifythetsrm.mapfilesotheICDSTATUSfieldismappedtoCASE_ICD_StatusandnottoSeverity

• AddanOmnibustrigger,CASE_Update_ICD_Status,tomodifythevalueofCASE_ICD_StatuswhentheownerofaAcketchangesortheseverityoftheAcketchangesto0.

• AddanOmnibustrigger,CASE_Update_ICD_Status_onDeDup,tomakethesamemodificaAonwhentheeventischangedbyanincomingeventmessageinsteadofbyupdaAnganexisAngmessage.

ThefileNOI-ICD-modificaAons.zipincludesthemodifiedfilesandinstrucAons.

7.1.3.6. AddtoolstoNOIdashboard

ToopenanICDAcketonanexisAngevent,useaSQLtooltorunthefollowingcommand:update alerts.status set LogTicket =1 where Serial in ( $selected_rows.Serial );

TolaunchintoICDtoviewtheAcket,useascripttooltorunthefollowingscript:var str = "{@TTNumber}"; if (str != "") { window.open ("http://<ICDserver>/maximo/ui/maximo.jsp?event=loadapp&value=incident&additionalevent=useqbe&additionaleventvalue=ticketid=" + str); } else { window.alert("This event has no Control Desk ticket associated");}

ThefileNOI-ICD-modificaAons.zipincludesthetoolsandinstrucAons.

7.1.3.7. Updatethedescrip=onofjournal/workorders.Ifitissetup,thenNOIforwardsjournalsentriestoworkordersthatareafachedtotheIncident.However,bydefault,thedescripAonoftheworkorderishardcodedtoNETCOOLJOURNALENTRY,whichmeansthatusersmustunfurltheworkordertoseethetruedescripAon.

ChangetheJournalMapsecAonofthetsrm.mapfilefrom

'DESCRIPTION'='NETCOOLJOURNALENTRY',

to

'DESCRIPTION'=TO_STRING('@Text1'),

tomakethepropertextmorevisible.

NotethatyouwillneedtoextendthesizeoftheWORKORDER.DESCRIPTIONfieldtoaccommodatethepossiblelongerlengthofthejournalentry(seesecAon7.1.2.2forasimilarchangedonetotheAcket'ssummaryfield).

ThefileNOI-ICD-modificaAons.zipincludesamodifiedtsrm.mapfile.

7.1.3.8. SynchronizemorefieldsbetweenICDandNOIBydefault,theonlyfieldthatissynchronizedbacktoNOIfromICDistheAcketstatus(fieldSTATUSinICDandfieldTicketStatusinNOI).

ThesynchronizedfieldsareconfiguredinIntegra=on>ObjectStructuresinICDandin$OMNIHOME/gates/tsrm/tsrm.scriptinNOI.

GenericinstrucAonstoaddmorefieldscanbefoundintheIBMKnowledgeCenterdocument:RetrievingaddiAonalfieldsfromTSRM.

OneofthemostimportantAcketafributestosynchronizeistheDESCRIPTION_CLASS,thehumanreadableversionoftheAcket'sclassificaAon.ThisfieldcannotbesynchronizedusingthestandardimplementaAonbecausetheafributesHIERARCHYPATHandDESCRIPTION_CLASSdonotresideintheincidentrecord(initschildrecordCLASSSTRUCTURE),andNOIisnotabletosyncwiththeControlDesksystemwithoutaconfiguraAonchangetotheTicketTable.ThefollowingstepsexpandonthegenericinstrucAonsanddetailhowtoaddthesefieldstotheintegraAon.Followthedefaultstepsandthenaddthefollowingones.

1. AddtheafributetheCASE_HIERARCHYPATHtoTICKETtable

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2. AddtheafributeCASE_DESCRIPTION_CLASStotheTICKETtable

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3. AddtheCrossoverfieldstothedomainTSDCLSSTRUCT2TK

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ThefileSynchDescripAonClass_ICDtoNOI.zipcontainsthemodificaAonsto$OMNIHOME/gates/tsrm/tsrm.scriptandanSQLfiletoaddthefieldtotheNOIschema.

8. CONCLUSIONHopefully,thisdocumentassistsyouinse`ngupIBMControlDesk,enablingitthroughanintegraAonwithNetcoolOperaAonsInsightandSlack.ThisenablesaServiceManagementtoolchainforyourapplicaAonsquicklyandefficiently.

9. GLOSSARYOFCONTROLDESKTERMS

Component Purpose

IBMControlDesk

IBMControlDeskonCloudisanintegratedservicemanagementsoluAonthathelpsbusinessesmanageacomprehensiverangeofITprocesses,services,andassets.

WithIBMControlDeskonCloud,abusinesscanopAmizetheperformanceoftheirinfrastructureandworkforceinalignmentwithoverallbusinessobjecAves.TheproductfeaturesinnovaAvefuncAonsthatarefocusedonthefollowingbusinessprocessareas:

Servicedeskmanagement,includingaself-servicecenter,catalogsforfulfillment,andincidentandproblemmanagementapplicaAons

ITassetandsocwarelicensemanagement

ChangeandconfiguraAonmanagement

ForthefFirstrRespondersandsitSiterReliabilityeEngineerstologintoControlDesktoperformtheirworkfuncAons.

ThesoluAonwillallowfortheSiteReliabilityEngineertoreview&analyzefortrendingacrossincidenttypes,frequencyandseverity.

TheFirstResponderwillbeenabledtosearchforotherincidentsintheUItosearchforquicksoluAonsandre-usesoluAonsthatmayhavebeenusedinthepasttoresolveanissue.

StartCenter

AStartCenterisaconfigurablepagethatgivesyouquickaccesstothetoolsandkeyperformanceindicators(KPIs)thatyouusemostocen.EachofthesecuritygroupsthataredefinedforchangemanagementhasitsownStartCenter.

Whenyoulogontotheproduct,theStartCenterthatismappedtoyourprimarysecuritygroupisdisplayed.IfyouhavemulAplesecuritygroupassignments,youcantabtosecondaryStartCenters.

EscalaAonsEscalaAonsareusedtoautomaAcallymonitorthecriAcalprocessesinyourenterprise.YoucanalsouseescalaAonsforevents,suchascontractexpiraAon,achangeinthestatusofarecords,orachangeintheownershipofarecord.

Incident

AnincidentrecordisatypeofAcket.OtherAckettypesareservicerequestsandproblems.TheAcketapplicaAonsarecloselyrelatedandsharemanyfeatures,includingtheabilitytodefinerelaAonshipsbetweenAckets,linkthemtogetherforinformaAonpurposes,andviewthelinkagesanddetailsintheappropriateapplicaAons.

Forthepurposesofthisdocument,especiallyintheNOI-ICDintegraAon,theuseofthewordAcketandincidentmaybeinterchanged.

ScriptwithLaunchAcAon

CreaAnganautomaAonscriptwithanacAonlaunchpointtofacilitatethedevelopmentofre-usableacAons,thatcanbeconfiguredforuseindifferentobjectcontexts(forexample,incidents,Ackets).AnacAonlaunchpointassociatesascriptwithanacAonandexecuteswhenthespecifiedacAonoccurs.

Problem

AproblemrecordisatypeofAcket.OtherAckettypesareservicerequestsandincidents.TheProblems,Incidents,andServiceRequestsapplicaAonsarecloselyrelatedandsharemanyfeatures.YoucandefinerelaAonshipsbetweenAckets,linkthemforinformaAonpurposes,andviewdetailsforthemintheappropriateapplicaAons.

KPICreaAngkeyperformanceindicatorstotrackcriAcalperformancevariablesoverAme.Youcanviewkeyperformanceindicators(KPIs)inthestartcenterorintheKPIManagerapplicaAon.

ReportsThereareseveralpredefinedreportsprovidedwithControlDesk.UsethemtogatherinformaAonabouttheincidentscreatedforissuesinyourinfrastructure,conducttrendingandanalyzedatabasedontheincidentsandvolumesbeingcreated.

Security

TheSecurityGroupsapplicaAon,youcangrantusersaccesstospecificapplicaAonstorefinesecuritymeasures.Userscanhaveread,insert,save,anddeleteaccesstoanapplicaAon.TheapplicaAonaccessofasecuritygroupislinkedtositeaccess.Youcangiveasecuritygroupaccesstoallsites,accesstospecificsites,ornoaccesstosites.

Grantuser’sspecificopAonswithinanapplicaAon.Forexample,youcangrantmanagerstherighttoreadworkorderhistories,costs,andwarranAes,butnottoinsertworkordersorservicerequests.YoumustconfigureeachapplicaAonforreadaccesssothatadministraAveuserscanselectaddiAonalapplicaAonaccessopAons.

Worklog

NetcoolOperaAonsInsight(NOI)

AneventmanagementandcorrelaAonenginewhichactsasaforce-mulAplierinthemiddleofthetoolchain,correlaAngdisparateeventsacrossapplicaAons,services,andinfrastructure,andmakingsurethatthemostimportantandbusiness-affecAngeventsareforwardedbysuppressingsymptomaAceventsinfavorofroot-causeevents. Forthepurposesofthisdocument,NOIandOmnibus(thecentralcomponentofNOI)areinterchangeableterms.

TSRMGatewayakaICDGateway

TheNOIcomponentwhichperformsthebi-direcAonalintegraAonbetweenNOIandICD.NotethatTSRMandICDaresynonymsandthegateway'snameisTSRMforhistoricalreasonsonly.

ObjectServerNOI'scentralrepositoryofmonitoringevents.Thisisanin-memorydatabasethatmustbeextendedwithnewfieldsaspartoftheintegraAon.

TriggerAnautomaAonwithinanObjectServerthatcanperformtaskseitheronascheduleorbecauseofachangeinanevent.

JournalentryAfeatureofNOI,allowingoperatorstoinformaAonaboutagivenincident.EquivalenttoICD'sworklogs.

SlackCommunicaAonsandcollaboraAonpla]orm,improvesthecapabiliAesofuserstoworktogethertosolveissuesfaster.Also,funcAonsasaChatOpspla]orm,enablingremotecommandsandremediaAontasksaspartofthechatconversaAon

Component Purpose