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Sysload and ITIL 2.0

The IT Infrastructure Library (ITIL ®) is a set of concepts and techniques based on "best practices" for managing IT infrastructure. Widely acknowledged as “best of breed” in Capacity & Performance Management, Sysload products are ideal tools for the integration of ITIL methodologies for capacity management, incident management and problem management.

Service Support

Incident Management

The objective of 'Incident Management' is to restore normal operating service as quickly as possible with minimum disruption to the business, thus ensuring the highest levels of availability and service are maintained.

Real-time event monitoring by Sysload agents ensures that incidents and bottlenecks are detected rapidly, allowing normal service to be restored promptly.

Sysload agents can be configured to automatically send event notifications to a particular recipient (e.g. a supervision console, incident management solution or helpdesk solution) for follow-up action (e.g. generating alarms, initiating corrective actions or triggering escalation procedures).

Problem Management

The objective of 'Problem Management' is to minimize the adverse effect on the business of Incidents within the infrastructure and to proactively prevent the occurrence of further Incidents by understanding the cause.

Sysload agents keep rich, accurate historical data about the operation of system components (servers, applications, etc.). These indicators are available for several years, and can be consulted using powerful and efficient analysis tools.

This makes it possible to accurately identify the events that occurred on a server and to locate the exact source of any incidents (i.e. the component, application or user responsible).

Service Delivery

Capacity Management

The objective of 'Capacity Management' is to understand future business requirements (required service delivery), current operations (current service delivery) and the IT infrastructure (means of service delivery) as well as to ensure that all the current and future capacity and performance needs of the business are provided in a cost-effective manner.

Sysload provides a global, uniform view of the organization’s computing capacity and usage. This information allows decision makers to understand exactly how servers and applications are being used, and how the deployed resources are meeting the organization’s current business needs.

Key Performance Indicators (KPIs)
Sysload provides a series of Key Performance Indicators (KPIs) to enable the IT infrastructure's capacity and performance to be measured and evaluated in terms of system availability or saturation, application usage, resource status, etc.

These smart indicators are generated by collecting, analyzing and aggregating multiple technical indicators. These metrics are collected by platform-specific Sysload agents. They provide detailed information about various aspects of system operation, including resources such as processors, memory, disks, swap files, cache memory, processes, network interfaces, users and applications.

Performance analysis and optimization
Sysload helps engineers measure and optimize IT resource operation and utilization levels. Its powerful performance analysis functions can be used to determine the extent to which resources are used and to plan appropriate changes to meet the company's needs. IT managers can study trends and view accurate reports in order to identify any resources that are subject to risk: saturated disks, overloaded processors, inadequate memory, etc. They can then make the right decisions at the right time in order to optimize resources and make any necessary changes:

Real-time dynamic reallocation of available resources
Vendor-independent justification for investment in hardware and software
Implementation of consolidation and/or virtualization projects

Service Level Management

The objective of 'Service Level Management' is to maintain and gradually improve IT service quality through a constant cycle of identification, monitoring, reporting and reviewing of IT service levels and through instigating actions to correct low levels of service.

Service level management creates a "customer-supplier" relationship between users and the IT department. It establishes a clearer definition and greater understanding of end-user service needs. By providing high value-added performance indicators, Sysload actively helps to measure the service levels delivered to the organization by the IT department.