• Architecture
• Open & Extensible API
• Log & Event Handler
• Notification Engine
• Multi-Tenant Security
• Root Cause Analysis
• Topology Discovery
• Reports
• ITIL <

ITIL Overview

The ITIL frameworks for IT operations and service management are organized into the two areas of Service Delivery and Service Support:

Zyrion and the ITIL Framework (including v3)

Zyrion Traverse supports several critical disciplines in the ITIL framework. Integrated Fault and Performance Management, SLA Reporting, Event Console and Business Container Technology are a few of the advanced features that many of Zyrion’s customers are using as the core ITIL foundation in their enterprise.

Some of the ITIL areas that Zyrion directly supports are summarized below.

Business Service Management (BSM)

BSM is now a component of ITIL v3. Business Service Management (BSM) focuses on connecting the worlds of IT and business. A BSM centered approach to IT operations and management provides more then just a technology perspective by helping organizations better manage and monitor their end-to-end business processes.

Traverse is a comprehensive BSM application that provides real-time visibility into the performance of business services. Traverse's unique and mature Business Container technology enables IT and business personnel to create unique virtual views of discrete business services, and makes the alignment of infrastructure technology with business outcomes a reality. The technology allows linking applications and underlying infrastructure to services such as ordering and payroll. Business Service Containers can have unlimited staggered and recursive hierarchies.

Service Level Management

Service Level Management focuses on ensuring that delivered services match the pre-defined, agreed-to and expected levels of performance and availability. This ‘contract’ is achieved via defining and monitoring Service Level Agreements (SLA) between the IT department and its users.

Traverse provides the necessary Service Level Management (SLM) capability to fully monitor, measure, track and report on the quality of IT services delivered to end users. Using Traverse’s SLM capabilities, enterprises do not have to stop at just network or server SLAs, but can monitor and track the performance of business services and applications. Traverse supports specification of SLAs for services and infrastructure in terms of defined metrics, such as, availability, latency, and CIR. Traverse measures compliance against defined SLAs, and provides reports of compliance against SLAs using real-time SLA dashboards.

Availability Management

Availability Management focuses on enabling organizations to sustain the availability of IT services in order to support the business. This includes defining availability requirements, monitoring availability, and managing maintenance obligations.

Traverse provides comprehensive functionality for availability management of IT infrastructure and supported business services. Traverse enables defining thresholds for simple and composite metrics that are indicators of IT performance and availability. Traverse collects, analyzes, and stores a variety of performance data, and captures, processes and displays a variety of events for monitoring IT availability. Traverse retrieves data upon request and generates reports and views based on the actual state of infrastructure. Traverse’s trend reports provide short-term and long-term trend plots of imminent availability violations, and customized reports for fault and performance. Traverse reports help measure and display the availability (or uptime) percentage, MTTR / MTBF, and scheduled versus un-scheduled downtime.

Capacity Planning

Capacity Planning and Management ensures that IT infrastructure is being utilized efficiently and it is available when needed. It is an important component to being proactive rather than reactive in the IT organization.

Zyrion Traverse offers:

• Performance monitoring of all available IT metrics
• Trend analysis for resource forecasting
• Predict the days to threshold for critical metrics such as utilization, disk space, etc.

Problem and Incident Management

The main purpose of problem management is to find and resolve the sources of problems and prevent incidents or impacts to the business. Problem management involves identifying and resolving the root causes of IT problems with the goal of minimizing the adverse impact of these problems on the business, and to prevent recurrence of problems related to specifically identified causes. Root cause analysis in today's enterprises concentrates on minimizing "business downtime".

Zyrion's Traverse provides advanced root cause analysis (RCA) features that extend beyond traditional network level analysis. The root cause analysis engine is based on a Service Object Model designed for analyzing end-to-end business impact instead of just stopping at the network layer. The tight integration of the root cause engine as part of the Traverse suite allows providing a seamless solution, which begins with discovering network elements as well as servers, databases and applications. Real-time alarms are triggered based on approaching maximum capacity, traps, and log messages, taking into account the complex relationships between IT elements that deliver distributed applications.

Service Desk / Help Desk

The service desk is meant to provide a single contact point for information on IT problems, and for users to report and record discovered problems. The service desk has to quickly identify impacted applications/business-processes (what is affected), trouble areas (where to look) and problem sources (what to analyze further and resolve). Most importantly, the Service Desk has to have a consolidated, end-to-end view of the IT infrastructure in order to provide relevant updates and information to their business user constituency.

With Traverse, the Service Desk has access to all the key information related to the performance and availability of the IT infrastructure, and can collaborate with business users to identify and resolve problems. Traverse has a built-in federated security model which supports multiple departments, users or customers in using a single instance of the software. The flexible security model allows creating read-only or read-write users, administrative users within a department/domain, or administrative users across departments/domains. ‘Private’ departmental or user-specific views can be enabled in a single deployment of Traverse. Traverse's federated security model allows defining flexible policies on what views are available to different departments. A read-only high level view can be provided directly to the Service Desk team, so that they are looking at the same data as the IT operations staff or the engineers, and can provide well informed answers to their end customers.