Itil incident priority matrix3/26/2023 Now management can look at that and see that John is taking care of the issue, Then once completed John puts in that the drive has been grown and the alert gets closed. John who is on call gets alerted of low disk space, he comments, "Jumping online to grow drive". Which then allows other staff and management to review these comments. Now staff can get alerted via the app and make comments on the problem tile. We also incorporated the Dynatrace Mobile App Alert and placed it on the Oncall Phone. That way staff dont have to sit around and make a ticket for each alert. We also made strides to simplify life, where all alerts that get paged out are also set via a webhook to our help desk system where a ticket is created, filled out via the payload and put in a que. 15% allows staff enough time to get online and grow the drives as needed. So management decided that at 15% free space remaining is the lowest amount before it is actionable. For example, we use to have alerts on the old platform for disk space, 25% left = low alert, 10% left = medium alert, and 5% left = High alert. It was decided that Dynatrace should be alerting on issues that are critical and need action. We decided as we moved to Dynatrace that we needed to cut out these low and medium alerts. What we found was that staff as ignoring the low and medium alerts, as they were not actionable. Previously we had a monitoring platform that would send out alerts on a low, medium and high severity levels. Hey R., I know this is an older post but I wanted to share the structure we have in place.įirst and foremost, we take all Dynatrace alerts as critical alerts that are actionable. Very curious to hear how most are dealing with this. This in return is integrated with xMatters. Should that information be within the CMDB that the ITSM tool uses or should it be the responsibility of the Dynatrace configuration to send an Impact, Urgency, Owner, and so on?Ĭurrently, our notification is handled by our ITSM tool which is EasyVista. I am attempting to determine where that responsibility should sit. If you are using an Event Manager, is it part of the ITSM tool you use?įrom what I know, it feels to me that Dynatrace should pass a payload from a "Problem", possibly with a CI for the CMDB to the ITSM tool which in return would have an Event Manager and the EM would lookup the CI to determine the Impact, Urgency, Owner, etc.Are you sending a "Problem" (event) to an Event Manager and it is figuring out Impact and Urgency?.Are you attempting to determine this in Dynatrace? Using tagging or other method?.I am curious as to how others are dealing with Impact and Urgency that use Dynatrace. This of course is not ideal as you are reproducing work in multiple tools rather than send event payloads to a single point. Because we have numerous monitoring tools, it also meant that each monitoring tool needed to be able to send a value for Impact and Urgency when showing or sending an event in order for an incident to be manually created by our operations team. This was extremely complicated to maintain and required high administration. Before we moved to Dynatrace SaaS, we were using tools such as IBM OMNIbus which had hundreds of rules to maintain that consisted of an Impact and Urgency value that matched a Priority Matrix as ITIL calls out.
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