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Wednesday, November 07, 2012

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Tuesday, November 06, 2012

ManageEngine Previews Automated Root Cause Analysis at Cisco Live 2012 Mexico

ManageEngine Previews Automated Root Cause Analysis at Cisco Live 2012 Mexico

Identify the Root Cause for Bandwidth Bottlenecks with OpManager Workflow Engine

Automatically get the details of top 10 sources, applications and conversations that are hogging your bandwidth upon network events

Reduce the time to pinpoint root cause as the required first-hand information for troubleshooting is appended to alarm notes or sent via email

Avoid carrying out repetitive manual troubleshooting tasks

CANCUN, Mexico and PLEASANTON, Calif. - November 6, 2012 — ManageEngine, the real-time IT management company, today announced the beta version of automated root cause analysis actions for bandwidth bottlenecks as part of the OpManager workflow engine. The actions include retrieving the top 10 sources, applications and conversations that consume more bandwidth in the network, and operate leveraging the NFA plugin.

ManageEngine will showcase OpManager at Cisco Live 2012 Mexico, being held November 6-8, 2012, at the Moon Palace Golf and Spa Resort in Cancun, Mexico.

"With automated root cause analysis, network administrators can automate their L1 troubleshooting activities," said Dev Anand, director of product management at ManageEngine. "They can get the required hands-on information on the top bandwidth consuming users and applications automatically whenever any related alarm is raised. This helps them to troubleshoot faster and fix the issue before the end user is impacted."

When any bandwidth bottleneck alarm is raised, the workflow with the NFA root cause analysis actions is automatically executed. The result of the workflow - the list of the top 10 sources, applications and conversations that are hogging the bandwidth - is either added as notes to the alarm or sent as an email. This provides visibility into network traffic for troubleshooting and, at the same, time avoids the repetitive manual work done by the network administrators.

Pricing and Availability

Automated root cause analysis actions are immediately available in the beta release of OpManager. OpManager users can download the beta version via the OpManager beta program. OpManager Enterprise Edition prices start at $16,495 for 500 devices. The NFA plug-in starts at $650 for 10 devices. Download OpManager at http://www.manageengine.com/network-monitoring/download.html.

For more information on ManageEngine OpManager, please visit http://manageengine.com/opmanager. For more information on ManageEngine, please visit http://www.manageengine.com/; follow the company blog at http://blogs.manageengine.com/, on Facebook at http://www.facebook.com/ManageEngine and on Twitter at @ManageEngine.

About ManageEngine OpManager

ManageEngine OpManager is complete, end-to-end network monitoring software that offers customizable dashboards and advanced fault and performance management functionality across critical IT resources such as routers, WAN links, switches, firewalls, VoIP call paths, physical servers, virtual servers, domain controllers and other IT infrastructure devices. For more information on ManageEngine OpManager, please visit http://www.manageengine.com/opmanager
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Kemudahan Nagios XI untuk network monitoring

Nagios XI wizards make setup a snap for network monitoring

Takeaway: Vincent Danen gives Nagios XI a big thumbs up for monitoring hosts and services — the commercial version comes with a price tag but is worth it for the wizards that make setup a breeze.
I’ve looked at Nagios, the open source monitoring system, in the past and this time I’m focusing on its commercial counterpart: Nagios XI. Nagios XI is a product built upon Nagios Core (the open source offering) that really makes Nagios much easier to use and configure, due to its nice PHP front-end and some really slick sugarcoating.
Nagios XI does what Nagios Core does: it monitors hosts and services. Hosts can be almost anything: a router, remote Linux server, a remote Windows system, a web site. The services that can be monitored are impressive: ping responses, memory usage, CPU usage, bandwidth usage, whether a website has changed content, whether a particular service is available (e.g. SMTP, HTTP, DHCP, etc.) and a lot more. Nagios, both Core and XI, is impressive.
Nagios XI, as a commercial product, has a commercial price tag. If you’re monitoring less than 50 hosts, it will set you back almost $1300USD for a perpetual license for the particular version of Nagios XI that you purchased (the current version is Nagios XI 2011). When a new version comes out, you would have to pony up for a perpetual license to that new version.
While that seems like a lot, if you are depending on Nagios already or are looking for a monitoring solution for a lot of various hosts, compare the cost of setting up Nagios Core (not a trivial thing) to the amazing wizards that Nagios XI provides. Setting up hosts to monitor in Nagios XI is a snap. It comes with the Monitoring Wizard (Figure A), which has prepared setups to quickly setup monitoring for different services and hosts: use it to test email delivery, set up a Linux server to monitor remotely, check the response of a MySQL query or DNS query, the capabilities of an FTP server, SNMP traps, printers, arbitrary TCP or UDP ports… the list goes on.

Figure A

These wizards are insanely simple to use. Take it from someone who has configured Nagios by hand and has dealt with the plethora of configuration files and configuration directives — Nagios XI makes adding new services and hosts to monitor an absolute snap. If you have a lot of hosts to monitor, the time savings alone will make up for some of the cost of the product.
Nagios XI is available in two formats: a virtual machine appliance to download and deploy on VMware software (Player, Workstation, ESXi, vSphere) or as a source installer to be installed on a physical server; that physical server must run Red Hat Enterprise Linux or CentOS.

More features

With Nagios XI you can enjoy a number of features you simply can’t with Nagios Core. These features include performance graphs for each service, so you can see when resources might be peaking or when they are under-utilized - shown in very nice RRDtool graphs. Each host and service can be fully edited using the web interface. You never have to edit a text file — everything is available through the web UI. There are neat ways to visualize data; I’m a really big fan of the “network replay”, which visualizes the health of your network and how outages affect various systems, and the “alert heatmap” which shows a very cool representation of outages.

Figure B

There are a variety of compelling reasons to look at Nagios XI over Nagios Core, beyond just aesthetics. The ease of configuration and maintenance is a huge bonus and well worth the investment. The additional reports are also quite nice (I don’t know if I would buy a license just for the reports, but they are an enjoyable added bonus).
Nagios XI can be tried for 60 days without cost. Downloading the virtual machine image is a great way to test it out. Also, if you plan to monitor less than seven hosts, you can use Nagios XI for free. With the seven hosts comes an unlimited number of services, but with the free license comes no support (which you wouldn’t have using the open source Nagios Core anyway). If you were using Nagios Core to monitor a small number of hosts, I highly recommend downloading Nagios XI and trying it out since you can use it without cost and take advantage of its many benefits.
I cannot recommend Nagios XI enough. I’ve been using it for a few months now and it is really a step beyond Nagios Core, which I had used for years prior. The support and development staff are very responsive and very helpful, which makes the idea of tossing down a good chunk of change a little more palatable. If you are using, or are looking to use, Nagios Core (or any other service monitoring solution for that matter), you owe it to yourself to check out Nagios XI.

Mengapa helpdesk sangat memerlukan User Portal ?


Making users access Self Service Portal is as important as building the portal.

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Self-Service Portal enables the users to log their tickets, track the progress of their existing tickets and search articles/solutions from the Knowledge Base, without even contacting the help desk. In simple words, it allows end users to get assistance, around the clock.
How does a Self-Service Portal merit a help desk?
Proper Documentation and Categorization of tickets
Usually when a ticket lands in a help desk through an email or a phone call, the ticket has insufficient information. The technician is most likely to call or email the end user again for relevant information and document & categorize it accordingly. Instead, if the request is raised by the end user, the user would be glad to fill in all essential details needed to resolve his issue.
Reduce Level 1 Tickets

With the Knowledge Base functionality in the Self-Service Portal, end users can search for simple trouble shooting steps/solutions before raising a ticket. They can understand more information about the existing known errors so that they don’t have to create a new ticket for it. This will reduce the number of incoming level 1 tickets and the technicians can focus more on severe incidents.

Avoid unnecessary ticket for a thread
Most end users are not patient enough to wait for a response. They either send multiple emails or make immediate calls after raising an issue. This ends in creation of more tickets for the same incident from the same user. By using Self-Service Portal, the requester can create a ticket and also notify the technician from his end or request for more information about the status of the request, again without raising individual tickets.
Offer them their Service Menu
With the Service Catalog functionality, the end user can know what services he is eligible to opt for and can request for the service right from his Self-Service Portal. This will also narrow down his expectations and approval process accordingly.?
Keep them in the loop
Timely and effective communication is always important. Self-Service Portal is a great zone to keep your end users well informed about whatever they have to know. It could be a scheduled change, already encountered problems and so on.
Here’s the hardest part:
The biggest hurdle in handling a Self-Service Portal is making the end user access it. End users have comfortably settled into the conservative methods of emailing or making phone calls to raise tickets. Pulling them out of their comfort zone and getting them to access the Self-Service Portal is tricky. Here are some tips that I suggest to my clients:
  •      One of the tips that I would always suggest is to send them links to the Knowledge Base while replying to their tickets. If they are prompted to use the Knowledge Base several times, they would sink into the routine of accessing the Portal before raising tickets.
  •      ?Direct them to the Self-Service Portal by skipping the login screen with single sign-on
Self-Service Portal is one of the building blocks for an efficient help desk that begins with proper ticket classification until help desk reporting. Always build a Self-Service Portal that is effective two ways, benefiting your help desk and your end users.
                 

Trik Change Management di Servicedesk Plus Pro


Guest Blog : Change management – Inside Servicedesk Plus PRO

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There is no excuse for not having Change management.
If you are a one man band or if you have a very small team, you are most likely very busy man. Not only do you have to work on day to day user requests, you also have look after the servers, update windows clients, windows servers, spam filtering for email system, look after exchange or similar, look after virtual infrastructure, Citrix clients…. Have I missed anything? Please add it to the list.
What happens if you or a member of your team do a change, and later discover that something is broken?
How do you revert the change?
Do you know what you or member of your team did?
Do you still remember after one week, which spam filtering rule you altered?
And what you need to change to revert back so that spam wont be coming in, or worse, that relevant emails wont be stopped at the server?
Is there a way to do change management even if you only have professional version of service desk?
Yes, there is.
No, it’s not MS Excel.
And there is no excuse to not use it.
Even if you are a one man band.
Solution is called ServiceDesk Plus Professional.
And once you are used to it, I am sure you will love Enterprise version even more when your company grows to the level you will upgrade.
Lets create subcategory Change management, just for this example.
We need to create new template, go to Admin, Incident templates, Click on Add new template.
I will name it Change management.
We need to add custom fields:
Significance: Minor, Significant, Moderate
Planned start,
Planned finish,
Owner,
Status: Successful, Failed
Type: Windows, AV, SPAM, ERP, DB, Intranet…
Go to Requests, fill all the fields, attach all the info that is required, screenshots…save it.
We need to create a report that would show us all the changes.
Go to reports, click on New custom report
Name it Change management
Add following fields:
Request ID, Subject, Significance, Planned start, planned finish, Owner, Status, Type
Go to filter options, Select Subcategory Change management, we do that so that we only see items that are relevant.
Run report – voila, we see all required info.
Please think about your environment and requirements, so that you will have data that is relevant for you.