Organizing groups of managed items by customer level of service is an appropriate strategy for Managed Service Providers for several reasons. For example, if your staff monitors MSP customers subscribing to Tier 1 and Tier 2 levels of service, you can create a group to represent each tier. You can then create subgroups to represent each customer and place managed items in these subgroups.
With separate groups for each tier of service, you can assign dedicated staff to monitor the customers in each tier. Application, server, and network specialists with user access to CA Performance Center data can be assigned to each tier.
Any issues affecting a customer are reported up, at the level of the service tier group. You can set up automatic notifications based on these groups so that the appropriate team receives the alerts. If the same IT professionals monitor additional tiers, more stringent expectations for performance metrics can be applied to customers with more stringent SLAs.
Tiered grouping can be extended. CA Performance Center users commonly create subgroups based on the geographical locations of sites and devices. You can place geographical subgroups within the groups representing service tiers. If geography is not a concern, you can create custom subgroups that organize critical infrastructure components.
You can also compose subgroups based on priority, or on dependencies, such as a critical application server that depends on selected router uplinks. Any subgroups you create can be added to the larger 'Tier 1' and 'Tier 2' container groups so that alerts are reported for the associated tier.
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