The supervision solution ServiceNav uses some concepts that are unique to it and others that are more common. We are going to detail them below so that they are well assimilated because these concepts are included in the different parts of the user documentation and the software.
- Unit service
- User service
- User and roles
The objective of the supervision solution is to restore the state in which an element of the information system is in. This element will be named "equipment" in ServiceNav.
A piece of equipment can be of several categories:
- Other (equipment with network connectivity but not classifiable in one of the following categories).
- WiFi terminal
- Camera (IP camera type equipment)
- Printer (equipment such as network printer, network copier)
- SAN / NAS
- Server (server type equipment: HP UX, VMware, AIX, AS400,...)
- Linux server (linux server type equipment only)
- Windows server (Microsoft Windows server equipment only)
- Windows Server Agent (Windows Server type equipment, supervised in Agent mode only).
- Phone (IP phone).
The equipment categories make it possible to offer only equipment models that are compatible with the equipment to be supervised.
An equipment model is a grouping of unit services (control points) to meet the need for supervision of a category of equipment (example: Windows server).
The equipment model: Windows server includes the following unit services.
- Unit services: CPU
- Unit services: Disk C
- Unit services: RAM
- Unit services: ...
A unitary service corresponds to the supervision of a specific element. For example, the CPU unit service allows you to retrieve the percentage of CPU usage of the equipment on which it is associated.
Unit Service Model
Unit services are based on service models and then refined according to the element to be supervised. The unit service models are pre-filled in order to have the least amount of parameterization to do.
Example: CPU Unit Service Model
The CPU unit service model allows when applied to a device to pre-set the arguments (the alert threshold and the critical threshold and SNMP community) with the values of the model as well as the control period and control interval.
The purpose of a user service is to represent the operation of a service that either an IT partner or the ISD provides to users (e.g. messaging, printing, business application, etc.). These user services can be made up of equipment, unit services and user services. Each of these elements can have either a "blocking" or a "degrading" relationship. Depending on the status of the elements of the user service, it will be either : Ok, Degraded or Out of use. The second objective of the user service is to calculate its availability, in order to allow a precise follow-up of the time commitments signed between the provider and the users.
Example: The "Internet" user service must be made up of the elements necessary for Internet access (e.g. modem, router, firewall, proxy, switch, etc.) if one of these pieces of equipment or unit services does not work, the user service is either blocked or degraded depending on the infrastructure of the information system.
The creation of user services will be explained in the documentation: "Creation of user services: good practices and examples".
The equipment, unit services and user services have a current status allowing to know their state of operation.
A user department can have the following statuses :
- The status: OK, means everything is operational.
- Status: Out of use, means that the service provided to the user is not operational.
- The status: Degraded, means that the user service requires attention from the technical staff, but is still available for users.
- Status: Unknown, means that we are not able to know the status of the user service it may be in one of the three states above.
A piece of equipment or a unitary service can have the following statuses :
- The status: OK, means everything is operational.
- Status: Critical, means that the unit equipment or service is not operational.
- Status: Alert, means that the unit equipment or service requires attention but the supervised element is operational. The status: Alert is to warn before problems occur.
- The status: Unknown, means that the status of the equipment or unit service is not known to the supervision it can then be in OK, Critical, or Alert.
- Status: Indeterminate, means that the unit equipment or service is not yet known to the supervision or that the VS Box is no longer reporting.
ServiceNav allows you to be notified on certain events detected by the supervision by several means (email, SMS, Push, ...). The persons to be notified are identified in the supervision by contacts. These contacts can be ServiceNav users or they can be defined only in ServiceNav without having access to the software. This allows, among other things, to create contacts for mailing lists and to configure notification for this list.
User and roles
Users of the solution can belong either to a RPC (Coservit Partner Reseller) or to a customer of a RPC i.e. a MIS (Managed Company). Each user has a role allowing him to activate or deactivate certain functions. The definition of the roles is visible from the user creation interface. Here is the list of predefined user roles in ServiceNav :
The roles allowed to create users are : RPC_ADMIN, RPC_RTVALUE and SIG_ADMIN.