From Server Monitoring to Service Management - Page 7

Jack Fegreus (Profile)
Thursday, November 11th 2010

Our final assesment test was to create and monitor an SLA for our e-mail configuration.. We began by defining a minimum uptime target or 99.5%, which did not include any alotment of time for maintenance tasks. With a weekly compliance period, that meant that the e-mail service could not be down for more than 50 minutes each week. Next, we created three Service Level Objectives (SLOs) as  Critical Success Factors for end user satisfaction with our e-mail service: Exchange server uptime, a satisfactory end user experience, and continuous storage availability and response.   To monitor and validate SLA compliance, we applied a subset of our detailed service monitors. Fior Exchange Server uptime, we used a simple network ping. To ensure a satisfactory end user experience, we measure CPU utilization on the Exchange server. Finally tor storage availability and response we measured storage availability on the disks supporting Exchange databases and logs along with the average response time for all disks.

With up.time, IT can leverage technology enhancements and even changes in market dynamics to tighten SLAs and raise perceptions of IT competence and accountability by donning the mantle of continuous service improvement. Up.time also helps IT adopt the basics of Business Process Management (BPM) through the automation of tasks typically performed by IT administrators in response to disruptive events.

More importantly, up.time positively impacts the bottom line for IT through improved cash flow with reductions in CapEx costs with better resource utilization and capacity planning and reductions in OpEx costs with faster problem analysis and the automation of problem responses.

Scenario Layout


UNDER EXAMINATION: Low Latency Storage for a VMware VDI


up.time 5t

  • vbCenter Orchestrator integration


Dell PowerEdge Server

  • (2) QLogic QLE2462 4Gbps HBAs
  • Windows Server 2008 R2
    • up.time 5
    • vCenter Server 4.1
    • vCenter Orchestrator 4.1
    • SQL Server 2008 R2

Dell PowerEdge Server