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

Hands-On Lab Integrate Your Monitoring Tools into an Automated Service Impact Analysis and Ticketing SystemKirk OrsquoQuinn amp Jeff Morris

Session Number OCX46L cknowles3 CAWorld

OpsCenter

CA Technologies

2 copy 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


Presenters amp Guest Commentator

Jeff Morris

CA Technologies

Principal Engineering Services Architect

Kirk OrsquoQuinn

CA Technologies

Solutions Architect

Chris Knowles

Railinc Corp Senior Monitoring Administrator


Agenda

LAB AND PRODUCT OVERVIEW

INTRODUCTION TO LAB ENVIRONMENT AND USE CASES

2

3

HANDS-ON PRODUCT WALKTHROUGH4

GUEST COMMENTATOR1

Guest Commentator

Chris KnowlesSenior Enterprise Monitoring AdministratorInfrastructure Services amp SolutionsRAILINC

Lab and Product Overview


Part 1 Import TIXChange ldquoNew Tech Servicerdquo 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


Launch the Service Operations Insight Dashboard

1 Launch a browser and point it to lsquohttpdod-na-vstn-p207070rsquo2 Login with username=admin password=CAdemo123


Launch the Service Operations Insight Console

1 Click lsquoConsolersquo


CA Service Operations Insight Console

Part 1 Import TIXChange lsquoNew Tech Servicersquo and Show Impact to the Service


Import the lsquoTIXChange New Techrsquo service into SOI

1

1 You should see the lsquoTixChange_New_Techrsquo Service


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 lsquoSAG-TIX-APP-1rsquo CI3 Click the USM Notebook tab

Generate Alert for lsquoTIXChange New Techrsquo Service


View Alerts on lsquoTIXChangersquo service

1

1 Confirm the impact to the lsquoTIXChangersquo service

2 Select the Root Cause tab


In context launch to Application Management tool

1 Right click on the Root Cause alert and select lsquoAlert Detailrsquo



1

1 Click the link to launch in context to APM


In context launch to APM domain manager

Login withUsername = admin

Password = CAdemo123



Root Cause Alert in APM


View Trouble Ticket for lsquoTIXChange New Techrsquo Service Alert

11 Click the Ticket ID


View Trouble Ticket for lsquoTIXChangersquo service Alert

1 Log in withUsername = admin



View Trouble Ticket for lsquoTIXChange New Techrsquo service Alert

1

Service Operations Insight Lab ndash Part 2lsquoCreate a new Alert Queuersquo


Create a New Alert Queue for Critical Alerts

1

1 Click the Alert Queues tab

2 Click the lsquo+rsquo to create a new alert queue


Create a new Alert Queue for Critical alerts

1

1 Enter lsquoCritical Alerts - ltyournamegt2 Set the Attribute to lsquoSeverityrsquo

3 Set the Comparison Type to lsquoEqual Torsquo

5 Click lsquoAddrsquo

4 Set the Attribute Value to lsquoCriticalrsquo

6 Click lsquoNextrsquo




1 Click lsquoDo not apply the following global policies for this lsquoQueuersquo



1




1

1 Click lsquoFinishrsquo


View the new Critical Alerts Queue

1 Confirm the new Alert Queue is in the list

Service Operations Insight Lab ndash Part 3lsquoCreate Alert action and receive an email from SOIrsquo


Launch the Escalation Policies and Actions UI

1 Select the Tools Menu

2 Select lsquoEscalation Policies and Actionshelliprsquo


Launch the Escalation Action Editor

1 Click the Actions tab and then click lsquo+ Addrsquo


Create a lsquoSend Emailrsquo Escalation Action

2 Enter lsquoSend Email - ltyournamegtrsquo

3 Enter your personal email address

1 Select lsquoSend Emailrsquo

4 Enter lsquoSOIrsquo

5 Enter lsquoSOI Alert on $[Host Name]rsquo

$[Alert Description]

Email Sent byEscalation Policy $[Escalation Policy Name]Escalation Action $[Escalation Action Name]

httpcoe-soi7070samoneclickjnlpalarm=$[Alert ID with domain ID]

6 Enter lsquoMessagersquo as shown and click OK


Close the Escalation Policies and Actions UI

1 Verify the new action is in the list and click Close


Manually Take Action on an Alert and Send an Email to Yourself

2 Select the new lsquoSend Emailrsquo action and click OK

1 Right click on an alert and select Take Actionhellip


Verify You Receive an Email from SOI with the New Tokens

1 Verify that you received the email from SOI2 Click the Alert link and verify the console is

launched in context to the alert

Service Operations Insight Lab ndash Part 4Create a Service Model


Create a Service Model

1

1 Right click on lsquoServicesrsquo and select lsquoCreate New Servicehelliprsquo


Using the Service Modeler

1

1 Double click on lsquoNew Servicersquo to change the service name

2 Change the name to lsquoxyv -ltyournamegtrsquo

2 Click Save to save the new service


Adding CIrsquos to the Service Model

1

1 Expand the lsquoRouterrsquo folder2 Right click on a router and select

lsquoAdd selected item(s)rsquo to add the router(s) to the service

NOTE You can also drag and drop Cis on top of the service CI


Create a Group Model

1 1 After adding a few routers click in the grid to ensure no CIs

are highlighted2 Right click on the grid and

select Group -gt Create


Create Relationship between Service CI and Group CI

3 Double click on the Group Name to change the name to lsquoWeb Servers - ltyournamegtrsquo

1 Click the Relationship Icon and choose Aggregate -gt 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


Add Computer System Cis to the Group CI

13 Highlight 3 Computer Systems in the list right

click and select lsquoAdd selected item(s)rsquo

2 Highlight the Group CI

1 Select the lsquoSelect Toolrsquo


Create Custom Relationships in Group Model

1 Click the Relationship Tool then select Custom -

gt 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


Launch the Group Policy Editor

1 Right click on the Group CI and select lsquoDefine Policies -gt

Custom Policies -gtEditrsquo


Configure the Policy Editor

1 Configure the Policy Editor as shown and click OK


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


Generate an Alert to test Service Impact

1 Open a browser and navigate to httpdod-na-vstn-

p207090samdebugcreatealarmjsp

1 Enter the Model Handle from last slide2 Enter an Alarm Message followed by

lsquoyournamersquo3 Set the Type to Risk

4 Set Severity to 3 (Critical)5 Choose a Connector to send the alert

6 Click Send Request








Continue to play around with the Service Modeler


For More Information

To learn more about DevOps please visit

httpbitly1wbjjqX

Insert appropriate screenshot and text overlayfrom following ldquoMore Info Graphicsrdquo slide here

ensure it links to correct pageDevOps


For Informational Purposes Only

copy 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


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



Jeff Morris

CA Technologies


Kirk OrsquoQuinn

CA Technologies

Solutions Architect

Chris Knowles



Agenda



2

3


GUEST COMMENTATOR1

Guest Commentator









Lab Overview












1










1








1


















1




1





1












1




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releasing










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and releasing











of the CI ID




















httpbitly1wbjjqX










Jeff Morris

CA Technologies


Kirk OrsquoQuinn

CA Technologies

Solutions Architect

Chris Knowles



Agenda



2

3


GUEST COMMENTATOR1

Guest Commentator









Lab Overview












1










1








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1





1












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releasing










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Agenda



2

3


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Lab Overview












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Technology

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