When degradation or downtime affects a key service, customers quickly become frustrated. Whether they are external customers or your own employees, poor service has a negative impact.
Domain management solutions monitor various aspects of a service, including support for IT infrastructure components or the end-user experience. None of these individual solutions give you a complete, end-to-end view of service health and availability across all management domains. Operations personnel often guess how the fault or performance issues reported across the network, systems, database, or application monitoring tools actually affect key IT services, degrade service quality, or increase the risk of an outage. Similarly, service stakeholders may not understand whether IT enables them to fulfill their business objectives.
CA Service Operations Insight (CA SOI) helps overcome these challenges by unifying the health and availability information from your domain management tools and aligning with your IT services. CA SOI introduces a new service management layer to your management infrastructure and through an open and extensible integration platform (CA Catalyst), leverages and adds value to your investment in existing management technology. CA SOI provides integrations with several CA Technologies products and third-party applications, and the CA Catalyst integration platform lets you reconcile and synchronize data in CA SOI and across all domain managers. CA SOI uses several graphical interfaces to display the service operations data that supports the required business functions for all parties in the appropriate format. Operations staff uses these graphical interfaces to focus efforts correctly and business and IT objectives are properly aligned.
CA SOI also serves as a comprehensive level one operations console for managing the full stream of events and alerts from all integrated products. Operations staff can use CA SOI for a consolidated view of all alerts, enabling automatic escalation of important alerts that require quick action and problem resolution across domains from one interface. CA SOI provides alert queues for grouping logical categories of alerts. CA SOI also provides an event management layer that supports detailed event searches. CA SOI has several graphical interfaces for defining simple and complex event policies for event filtering, correlation, and enrichment.
CA SOI supports layered service and alert security through the use of user groups, customers, and alert queues. This security allows for a flexible user-specific view of the services and alerts company-wide.
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