The Service Desk’s performance: explaining the origins of an incident

Categories: APM, Cloud, Interview, IPM, NPM

Today, a company’s performance depends a great deal on its information system. That’s why the Service Desk is strategic. It must ensure that the network and applications are working properly, offer good diagnostics and anticipate situations too! To carry out these tasks, expertise and specific tools are required. Here’s our 2-stage analysis:

Performance du Service Desk : factualiser l’origine de l’incident

Stage 1 – network analysis: Quality Of Service (QoS), also called Network Performance Management (NPM)

Initially, the Service Desk measures the performance between the remote site (user site) and the central site (Data Center): has the incident been discovered on the user site or on the host site (Data Center)? For example, if the application is hosted in New York and the user is in Dublin, at what level is the problem? What is the network delay? Is it an acceptable time? Are there any disruptions (packet loss)? Is the anomaly detected between the DC and the user site or the other way round?

The Service Desk will then measure both the internet link load (MPLS) of the remote site and that of the Data Center (bandwidth (incoming/outgoing traffic, interface errors), analysis of service classes, etc.). It will also measure metrics related to the server’s load (CPU/RAM, services = JVM process) which hosts the application (Data Center).

Is it saturated or is there a possible configuration issue? This analysis helps with sizing up resources (capacity planning) to avoid oversizing (unnecessary costs) or undersizing (drop in performance). We can complete this analysis with the Netflow protocol which, through Top Report, can identify the cause of traffic saturation more precisely.

If the tests reveal that the problem is not caused by the network infrastructure, it can only be caused by the application layer which must now be tested in turn.

Stage 2 – application assessment: Quality Of Experience (QoE) or Application Performance Monitoring (APM)

Assessing the user experience requires the setting up of application scripts to simulate the user experience. It can be measured by executing scripts (scenarios) for using critical business applications at regular intervals. This is done from different sites to identify the key location:

  • from the remote site (user site)
  • from the Cloud
  • in the data center.

These scripts can identify which page or element of the application is responsible for a possible slowdown.

These two types of performance analysis are complementary (QoS + QoE) and create a consolidated view.

 

 

A consolidated view for your Service Desk

To manage IT performance, whether it’s application or network performance, you need a continuous and targeted view of the information system, as recommended by ITIL’s best practices.

Having the right information at the right time enables you to:

  • make the best decisions
  • centralize information from a large number of sources
  • have comprehensive control of traffic at key architectural points (Data Center, internet access, etc.).

By assessing QoS and QoE and by combining all this data, we can provide a detailed identification of the origins of an incident, a slowdown or a malfunction and resolve it as soon as possible.

In this way, Maltem Insight Performance delivers a detailed view of user experience and of the performance of applications, networks and infrastructure through a measurement strategy developed in accordance with the realities of your business.