Adopt Service Oriented Operations with Freshservice Service Health Monitoring
Delight happens when you get what you want – and then a little more. Like rainbow sprinkles on vanilla ice-cream. Or fresh popcorn at the movies. Or uninterrupted services driven by happy ITOps teams.
For modern organizations the state of business naturally mirrors the state of their digital infrastructure. But getting to the heart of an issue, when it happens, is like peeling an onion. The first layer consists of alerts generated by monitoring tools. Typically there’s more noise than signal in the form of duplication and unnecessary data. That’s when an alert management tool comes in handy with noise reduction tactics. The second layer of alerts, derived from the first layer but minus the noise, is a lot more conducive to decision making. Further noise reduction using Machine Learning to detect correlations across seemingly disparate alerts, could be described as a third layer of enriched incidents. With such contextually rich incidents, ITOps teams are able to quickly spot issues, find relevant information, and start taking action.
However, ‘quickly’ is a subjective term. Are they able to contain the impact of an incident fast enough? Are they able to restore services before customer sentiment takes a hit? And when there are multiple critical incidents seeking attention, which one should they address first?
Introducing Service Health Monitoring
Metrics such as Mean Time To Acknowledge (MTTA) and Mean Time To Resolve (MTTR) are relevant only if they are related to an incident the end user cares about. And to figure out what the end-user cares about, organizations need to adopt Service Oriented Operations. The service-oriented approach simplifies IT Operations Management by allowing businesses to model their digital infrastructure as a collection of Services. Services could in turn be powered by resources – compute, storage, network or even other technical services.
Imagine looking through the same lens as your end user. Once you manually map the assets powering a service, you would be viewing the state of the service – the value delivered to your end user – rather than the status of individual alerts or tickets. With this view, you’ll be able to identify all the tickets affecting a service, prioritize those with the maximum impact, and reestablish normalcy for your end-users sooner rather than later. Freshservice Service Health Monitoring is a window that provides this user-centric perspective into the state of your business.
Ensure uninterrupted services with Service Health Monitoring
With Service Health Monitoring, businesses get to prioritize the end-user with a user centric view of operations. They can view the status of a service rather than having to figure out what part of their business application is impacted from individual alerts, incidents, and changes. This also allows them to prioritize resolution of alerts & incidents that have the highest impact on end-users. Service dependency maps help them to trace the impact of an issue to other dependent services and arrive at the root-cause to quickly resolve the issue and reestablish normalcy.
To sum it up, with Service Health Monitoring organizations can:
- Place the end-user first: View the status of a service rather than individual alerts and incidents
- Prioritize with ease: Focus on incidents with the highest impact on end-user experience
- Locate dependencies: Identify resources and assets of an impacted service
- Meet & exceed SLAs: Reestablish normalcy for your end-users sooner rather than later.
Reduce IT complexity with a unified incident management platform
Service Health Monitoring is the newest member of the Freshservice ITOM family. With Intelligent Alert Management, Modern On-Call Management, and Cloud Management already being used by thousands of customers, Service Health Monitoring is poised to provide them with a user based perspective on their state of operations.
Further, all these features are available on a unified platform, which means that the access to information is not restricted because of the team an IT agent is in. If you can help solve an issue, you’re in. An incident is treated as a central point of reference with all associated information being readily available. Collaboration on the fly is easy with in-built tools and modern channels of communication integrated with the product. With ITOM features – especially Service Health Monitoring – being available on our IT Service Desk, Freshservice is helping organizations unlock immense value by eliminating silos across different IT teams.
