IT Operations Management (ITOM)

Operations Analytics and Service Manager troubleshooting faster together

Operations Analytics and Service Manager troubleshooting faster together


Guest post by Naama Shwartzblat, Technical Marketing Manager


OpsA inforgraphic Noam Zilberman.pngWhat is the first question you are asked after the help desk associate asks ‘How may I help you?’ Once you have described the issue, the next words out of their mouth are usually “Has anything changed?” This is a reasonable question. A recent survey shows that 67 percent of companies suffer from service downtime due to unauthorized or incorrect changes to system configurations.


To help with this problem, the Operations Analytics team created the Content pack for Service Manager. This content pack brings incidents and changes from Service Manager service desk software to Operations Analytics – not the requests for change but the completed changes. This gives Operations Analytics another key data point to use in diagnosing problems and for its operations analysis. It also gives users a way to visually see if there is unusual activity around a change or reported incident—since those are displayed together.


The incident data that is brought in includes: Incident ID, Alert Status, Start Time, End Time, Closed Group, Description, and CI Name (CI is configuration item).


The change data that is brought in includes: Change ID, Start Time, Originator, Phone, Status, Description, CI name, Planned Start Date (this is the relevant timestamp in the OPSA system perspective), and Planed End Date.


In addition to the data collection, the content pack provides an out-of-the-box a dashboard that you can edit for the Service Manager data. You can also create your own dashboard if you have different needs.


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Figure 1 – Operations Analytics dashboard showing incident creation with change start over time per CI (click for larger image)


Operations Analytics utilizes operations analysis to correlate metrics you select to incidents or changes. This way you can answer questions like, Does performance lag when there are incidents on system ABC? You can also select any set of metrics and the system will tell you how correlated (or not) they are. The metrics can come from anywhere including system, performance, and log files (yes Operations Analytics performs correlation on metrics generated from log messages too), etc.


The goal of Operations Analytics is to process the massive data collected from your data center and point you to the problem. Service Manager has valuable insight that can now be handed to Operations Analytics in a prepackaged way—so you don’t need to do the work.


About the author


Naama Shwartzblat, Technical Marketing Manager, Operations Analytics 


Naama has an extensive background in Research and Development. Previously she was an architect in for BSM and for Service Health Analyzer




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Join the Operations Analytics team at HP Discover London to see a demonstration, get questions answered or just say hello.


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Operations Analytics  is a Big Data analytics solution that helps IT use all the insights hidden in system silos of monitoring data to resolve the root cause of failures faster and improve future operational performance.


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Michael Procopio Procopio
  • operational intelligence
About the Author


HPE Software Product Marketing. Over 20 years in network and systems management.