A metodologia ou Framework aqui intitulado como MONITORAÇÃO INTEGRADA tem por objetivo principal trazer um foco de atuação ativa, preventiva e preditiva às atuais estruturas de corporativas de Centrais de Serviços Compartilhados, Services Desks e até mesmo dos Helpdesks, através da::
- materialização, consolidação e transparência das atividades Monitoração, Operação e Suporte Técnico envolvidas na sustentação dos Serviços providos, e valorização da atuação das equipes;
- aumento contínuo do valor agregado da Monitoração à partir da consolidação dos Incidentes e Requisições abertas diretamente pelos clientes/usuários;
- processo ativo e contínuo de Controle de Qualidade embasado em KPIs, Dashboards e Relatórios;
- contínua identificação dos principais ofensores de SLA e roadmaps de atuação.
No contexto das Melhores Práticas de Gestão de Serviços de TI – ITIL, o foco da metodologia de Monitoração Integrada está diretamente ligado a materialização das atividades relacionadas aos processos consolidados como Operação e Melhoria Contínua de Serviços.
Dentro do cenário acima consolidado ressalta-se uma premissa básica quanto aos esforços de implementação e manutenção no dia-a-dia deste tipo de abordagem como Valor Agregado ao Negócio:
Considerando-se a materialização dos Indicadores Operacionais no contexto de Operação e Melhoria Contínua dos Serviços propostos pelas Melhores Práticas ITIL (www.axelos.com), e os esforços de implementação e sustentação temos a Metodologia de Monitoração Integrada abaixo apresentada:
Dentre dos 7 (sete) Pilares de Sustentação acima apresentados para a Metodologia de Monitoração Integrada, neste blog iremos descrever a proposta dos INCIDENTES DE MONITORAÇÃO para a materialização de Indicadores Operacionais.
INCIDENTES DE MONITORAÇÃO
Neste foco de atuação dentro da metodologia proposta, direcionamento para um cenário de “Monitoração com Luz Apagada” (sem qualquer interferência humana), considerando-se todos os Incidentes de Monitoração passíveis de serem gerados no contexto de: 
- Infraestrutura de Tecnologia da Informação: Servidores, Banco de Dados, Elementos de Infraestrutura de Rede LAN e WAN, Impressoras, Desktops, Notebooks, etc.
- Serviços de Infraestrutura de TI: Antivírus, AntiSpam, Patching, Email, Filtro de Conteúdo, etc.
- Comportamento da Aplicação (APM): Folha de Pagamento, ERP, CRM, etc
- Experiência do Usuário no uso das Aplicações (RPA): todo e qualquer Sistema ou Aplicação de Negócio.
O escopo e a abrangência dos Incidentes de Monitoração a serem considerados estará diretamente relacionado às ferramentas de Monitoração disponíveis no Ambiente. Atualmente temos cases utilizando-se das seguintes ferramentas, restritas ao contexto de Infraestrutura de TI:
- ZABBIX
- N-ABLE
Os diferenciais da metodologia de Monitoração Integrada quanto a abordagem de Incidentes de Monitoração são:
- Integração
- Monitoração totalmente integrada a uma estrutura de Central de Serviços Compartilhadas / Service Desk, na materialização de todos os INCIDENTES DE MONITORAÇÃO gerados na sustentação dos Serviços providos;
- Consolidação dos INCIDENTES DE MONITORAÇÃO de forma integrada com a materialização dos KPIs de OPERAÇÃO;
- Consolidação dos INCIDENTES DE MONITORAÇÃO de forma integrada com a materialização dos KPIs de RPA:
- Consolidação dos INCIDENTES DE MONITORAÇÃO de forma integrada com a materialização dos KPIs dos Incidentes e Requisições demandas pelos Clientes;
- Consolidação dos INCIDENTES DE MONITORAÇÃO de forma integrada com a materialização dos KPIs da AUTOMAÇÃO;
- Consolidação das dos INCIDENTES DE MONITORAÇÃO de forma integrada com a materialização dos KPIs dos atividades de Suporte Técnico N2/N3;
- Consolidação dos INCIDENTES DE MONITORAÇÃO de forma integrada com a materialização dos KPIs das Melhorias Contínuas implementadas.
- Catálogo e Categorizações específicas a Monitoração no contexto de Monitoração de Infraestrutura de TI:
- BASIS / BACKUP
- BANCO DE DADOS (SQL, MySQL, PROGRESS, DB2, ORACLE)
- SISTEMA OPERACIONAL (AIX, LINUX, WINDOWS)
- VIRTUALIZAÇÃO (POWER VM, VNWARE, HYPER-V)
- HARDWARE (STORAGE, TAPE, SERVIDORES)
- NETWORK DEVICES (FIREWALL, PORTAS, VPN, VLAN, SWITCHES).
- Monitoração de Serviços de Infraestrutura:
- Patching
- Antivírus
- AntiSpam
- Filtro de Conteúdo
- Conectividade WAN / LAN
- Backup / Restore
- VPN / VLAN / QoS
- Banco de Dados
- Firewall / Proxy
- Etc
- Monitoração de Aplicações – APM:
- a serem identificadas no Assessment inicial, assim como o direcionamento interno na aquisição de ferramentas APM.
- Abertura de Chamados de Incidentes de Monitoração automaticamente no CSC
- Incidentes de Monitoração de Infraestrutura de TI;
- Incidentes de Monitoração de Serviços de TI;
- Incidentes de Monitoração de Aplicações – APM;
- Manutenção da Efetividade da Monitoração – KPIs
- Quantidade Mensal de Incidentes de Monitoração por Categorias (existentes no Catálogo) nos últimos 180 dias x Quantidade de Incidentes por Categorias (Catálogo) nos últimos 30 dias;
- Quantidade Mensal de ICs Monitorados nos últimos 180 dias x Quantidade de ICs Monitorados nos últimos 30 dias;
- Quantidade Semanal de Incidentes de Monitoração por Categorias (existentes no Catálogo) nos últimos 60 dias x Quantidade Semanal de Incidentes por Categorias (Catálogo) nos últimos 7 dias;
- Quantidade Mensal de ICs Monitorados nos últimos 60 dias x Quantidade de ICs Monitorados nos últimos 7 dias;
- Cross Reference Mensal por Categorias (existentes no Catálogo): Incidentes de Monitoração x Incidentes (Clientes) x Requisições (Clientes);
- Cross Reference Mensal por Categorias (existentes no Catálogo): Incidentes de Monitoração x Suporte Técnico x Melhoria Contínua;
- Outros a serem definidos à partir do Assessment inicial.
- Análise de Tendências Controle de Qualidade e manutenção da efetividade da Monitoração – KPIs
- Quantidade Semanal de Incidentes de Monitoração – CRITICAL – por Categorias (Catálogo) nos últimos 60 dias x Quantidade Semanal de Incidentes por Categorias (Catálogo) nos últimos 7 dias.
- Quantidade Semanal de Incidentes de Monitoração – WARNING – por Categorias (Catálogo) nos últimos 60 dias x Quantidade Semanal de Incidentes por Categorias (Catálogo) nos últimos 7 dias.
- Outros a serem definidos à partir do Assessment inicial.
- Identificação dos Ofensores de SLA por CONTRATO – KPIs
- Quantidade Semanal de Incidentes de Monitoração – CRITICAL – por Categorias (Catálogo) nos últimos 60 dias x Quantidade Semanal de Incidentes por Categorias (Catálogo) nos últimos 7 dias.
- Quantidade Semanal de Incidentes de Monitoração – WARNING – por Categorias (Catálogo) nos últimos 60 dias x Quantidade Semanal de Incidentes por Categorias (Catálogo) nos últimos 7 dias.
- Outros a serem definidos à partir do Assessment inicial.
Fig.4: MONITORAÇÃO INTEGRADA – PILAR: INCIDENTES DE MONITORAÇÃO – CATEGORIAS
Fig.5: MONITORAÇÃO INTEGRADA – PILAR: INCIDENTES DE MONITORAÇÃO – SLA
Fig.7: MONITORAÇÃO INTEGRADA – PILAR: INCIDENTES DE MONITORAÇÃO-TOP CATEGORIAS
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