Ceeview product

Ceeview – IT-Service monitoring

Ceeview underpins corporate value-added processes and uncovers critical situations to maintain the highest possible service levels for IT services delivered to customers and users.

Ceeview is a product portfolio developed by an experienced team with significant skills in innovative IT Monitoring- and Management solutions within areas such as Cloud Computing, Virtualization, Service Level Management, Systems Management, Event Management, Network Management, Application Management and Database Management.

Ceeview uses a new and innovative approach to IT Service monitoring which helps to increase the availability and quality of IT services. The product provides a complete overview of IT services’ availability, infrastructure and reputation by monitoring, analyzing and identifying problems. This is achieved through use of intuitive Service Dashboards and advanced service modeling that continuously adapts to changes in the IT infrastructure.

Ceeview User Experience and Infrastructure

 

Modelling of IT Services and underlying infrastructure.

Ceeview uses two types of models to achieve the most efficient and transparent representation of IT services; The Service Behavior Model and the Service Infrastructure Model. These models can have a simple (and quick to implement) structure or they can be extremely detailed and comprehensive. The recommended approach to building service models is to adapt and expand the models over time. Design and maintenance of service models can be done manually or automatically depending on the environment and your needs. It is possible to use external data from a CMDB (Configuration Management Database), Service Catalog or file to build service models.

  • Service Behavior ModelCeeview Service Models
    This model provides a representation of how the service behaves as seen from the user’s point of view.
    Typically, response times on a set of transactions in a web application. An example could be an online shop where the user performs a set of transactions such as login, product search, payment and logout.
  • Service Infrastructure Model
    This model contains infrastructure components that the service depends upon.
    Typically, elements such as servers and databases.

 

 

Role based access for users and customers – Role Based Access Control (RBAC).

Real-time data and historical reports are available in web-based user interfaces (Dashboards) and PDF documents. Through role based access control, it is possible to customize Dashboards for individual users depending on their role and function. Customers and users can access the system through a web-based portal.

User categories

 

 

Service State / Service Availability

Measure and monitor availability and response times of services.

Ceeview measures how services are delivered and perceived by end-users. This is called Service state or Service availability and is a physical/objective measurement. The measurements are carried out using one of the following methods or combinations thereof:

  • Simulating a user by performing a set of transactions
    – synthetic
  • Actual user transactions where one listens to network traffic
    – passive

It is also possible to integrate data gathered from third-party tools as measurements used by the model.

In web -based user interfaces you get a quick overview of the state of all services defined in the system. There is also an aggregated view on the customer/account level. When expanded, a more detailed view of all the services associated with the customer is displayed.

If the situation deviates from the norm the system will inform relevant personnel via email or SMS. Ceeview supports duty rosters.

 

Service Health / Asset Health

Monitoring the «health» of the IT-infrastructure the services depend on.

All IT Services depend on underlying hardware and software components as well as networking and communications solutions. Ceeview has introduced a new concept that utilizes a proprietary calculation model to estimate the health of the infrastructure the IT Services depend on. We call this Service Health. This is an aggregated numeric value revealing how well multiple infrastructure elements are behaving – you could say that we take the pulse of the service.

By use of Service Health, we can quickly identify and pinpoint critical situations that may develop and in turn result in outages and downtime of the service.

Collection of data for calculating the Service Health are performed via Ceeview’s own monitors or third-party tools, using Gateways.

Traditional solutions often generate single alarms or events on individual infrastructure components. This makes it difficult to know which services and customers are affected and which alarms to prioritize in terms of both economics and importance of each service.

Asset HealthCeeview Service Health

 

Service Level Agreement (SLA)

Measuring and reporting on the service making sure it is in compliance with a defined agreement (SLA).

A service-level agreement (SLA) is an agreement between two or more parties, typically customer and supplier (service provider). A common feature of an SLA is a contracted delivery in terms of availability and response times of the service. To achieve an effective SLA it has to be measured, monitored and documented.

Ceeview provides an aggregated overview of the status of all SLA agreements for the entire customer portfolio. The overview is available in real-time and historical web-based user interfaces, as well as in PDF reports. One can drill-down into the system and review each individual service and its infrastructure.

To prevent violations of the SLA, Ceeview will generate an early warning alert. One can drill into the system to inspect the SLA and implement measures to avoid that the agreement will be broken. Should the agreement be broken one will find date and time for the SLA violation(s) and what caused it. Reasons and explanations of deviations and violations can be described in the reports.

Time interval (duty cycle) for availability requirements of a service can be defined in the SLA, for example. 98.5% between 7:00 a.m. and 5:00 p.m., Monday to Friday. Rolling length of the agreement (calculation period), day, week and month can be defined in addition to exclude periods, such as maintenance.

Ceeview is the tool you need to define, monitor and report on SLAs. This is important to understand how the IT organization or service provider perform up against the expectations of the business or the customer. Real-time information helps to identify risk, prioritize resources and deliver the quality of service your business demands.

 

Service Desk / Help Desk – Incident tracking

Registration of events and deviations for tracking issues between service provider and customer.

Ceeview has an incident tracking system where cases/incidents are assigned to relevant personnel for timely correction.

Here you can create and follow cases from the time of registration through examination, resolution and closure.

If you already have a Help/Service Desk solution implemented, it is possible to integrate this with Ceeview.



Contact Ceeview for demo