Today we will tell you how you can provide effective monitoring for a complex IT product and what processes can be automated to simplify the work of support engineers.
It is with monitoring that you should start setting up a product for technical support. And already on this foundation, build the technology for processing requests (Incident Management) and develop a systematic approach to solving problems (Problem Management).
Monitoring makes it possible to build a proactive approach to technical support. Specialists do not learn about problems when a failure has already occurred, but by reacting to the first alarms.
In general, monitoring answers two main questions:
Is the system still alive?
Can users perform the operations they want?
Next, we will tell you how to organize monitoring, which will give you these answers.
What is monitoring
Technical - checks the status of hardware and software components.
This monitoring answers the questions: how does each individual component of the system work? Are all services pinged? Are requests to modules getting lost? Is the network infrastructure okay?
Business - checks the status of key features and their impact on business performance.
This is where custom scripts are used to test how the system handles its top-level functionality.
, . - – .
-
1.
, . , , .
. :
,
,
(/)
, . , , .
2.
, . .
, , :
URL,
,
,
.
, , ( – ).
3. ()
, . .
, . – , , , .
4.
. , . -, , , .
«» . Zabbix, Grafana , . .
, post- . . .
, , . . .
The key to the solution is to be in the shoes of the user, who every morning logs in to the system and checks if it copes with his tasks. If you go to technology through the meaning of the product, the path to the goal becomes much shorter, and the results of monitoring are easier to interpret and control.
In the next post, we will share the tools that help our support work with monitoring without unnecessary code manipulation.