Enterprise Monitoring & Event Management
Enterprise Infrastructure Services (EIS) offers a robust set of standardized solutions to monitor services and service components. Monitoring capabilities for log, system, database, and application performance are complimented by a rich Event Management platform that offers insight dashboards, predictive analytics, seasonal analysis capabilities, and ServiceNow integration to support ITSM processes (incident, problem, and change).
What We Do
This team supports Monitoring and Event Management capabilities facilitated via IBM Netcool Operations Insight (NOI), New Relic, and Sumo Logic. Supported capabilities include consulting support for new and existing solutions, agent installation guidance, New Relic and NOI dashboarding services, event analytics support and vendor engagement.
Event Management and Monitoring Goal
It is the goal of the Monitoring and Event Management process to ensure all system events are recognized and actioned as identified by the standards. Reducing occurrences of downtime as well as reduced resolution time via early notification and automation. The Event Management team supports providing the most accurate event data in real-time.
Note: You must be logged in to ServiceNow to be able to view the referenced Knowledge Base (KB) articles and Request forms on this page.
Infrastructure & Network Event Management
For infrastructure and network event management at CTC, we use Netcool Operations Insight (NOI).
Event Management helps us understand the performance and health of our infrastructure and networks. The data gathered can be used to detect incidents, predict issues, and make improvements as required.
NOI is the management console that receives events using probes, polls network devices, and sends predefined alerts to ServiceNow as incidents. Alerts that are not defined to generate an incident stay logged in NOI and can be used to perform additional analysis and trending.
NOI Capabilities
NOI for Operations main capabilities are:
- Receive events from CTCs monitoring sources (OMNIbus)
- Perform deduplication, enrichment, correlation, suppression (OMNIbus/Impact)
- Escalate events to Incident management (Impact)
- Automate responses to events for remediation and maintenance (Impact)
- Event search and analysis (Log Analysis)
- Event analytics for seasonal and related events (Impact, OMNIbus reporting database, DASH)
- Dashboards for event search (custom and OOB) (DASH)
- Standard reports (Common reporting)
NOI for Networks main capabilities are:
- Discover network devices (ITNM)
- Create network topology of discovered devices (ITNM)
- Poll network devices for status and other SNMP metrics (CPU, memory, bandwidth) (ITNM)
- Provide dashboards for topology search and monitoring status (DASH)
- Standard reports (Common reporting)
NOI probe and event sources used at Canadian Tire Corporation (CTC) can be seen in KB0023720.
Note: You must be logged in to ServiceNow to be able to view the referenced Knowledge Base (KB) articles and Request forms on this page.
Types of Monitoring Agents used with NOI at CTC
Both vendor and custom agents are used for monitoring at CTC. Custom agents are used when no vendor-provided solution is available. A list of both the custom and the vendor monitoring agents can be seen in KB0023585.
What Systems have Event Alerts in place today?
As a standard, event alerts are set up on many new systems that are added to CTC’s infrastructure:
- ESX / VM / vSphere
- IBM I (iSeries/as400)
- IBM Integration Bus (WebSphere Message Broker)
- IBM MQ (WebSphere MQ)
- Linux OS
- Microsoft SQL Server
- MySQL RDBMS
- Oracle RDBMS
- Unix OS
- Windows OS
Please see KB0023781 for more details on the event alert standards that exist for the above systems at CTC.
How does NOI notify teams of Events?
When the criteria for a defined event in NOI is met, an alert automatically generates an incident ticket in ServiceNow to the applicable team Assignment Group.
The team receives a ServiceNow notification in the form of an email and depending on the defined urgency a page may also be received in addition to the notification email.
Paging is determined by the ServiceNow urgency (not impact or priority). Below shows the three urgencies and the associated notification that will be received by the specified Assignment Group:
- Urgency 1 pages 7x24
- Urgency 2 pages between 06:00 & 23:59 7 days per week
- Urgency 3 no page, just email
An overview of the notification rules for incidents in CTC ServiceNow can be found in KB0023721.
Does NOI have Event Analytics?
Yes. NOI has Event Analytics which allows applicable operation teams to perform Seasonal & Related Event analysis.
Please contact the Enterprise Event Management team (Enterprise-Event-Management-Team@cantire.com) for more information.
How do we request Service from the Event Management Team?
For any questions or requests regarding infrastructure/network monitoring and using NOI for Event Management, please login to ServiceNow and navigate to the Enterprise Infrastructure and Network Monitoring form to place your request.
Can I also request Application Monitoring?
If you require Application Monitoring, New Relic and SumoLogic can be used for application Event Management as applicable. Additional information on application monitoring capabilities can be found here.