Getting started with Problem Management

If the last few posts have convinced you to give Problem Management a try – I’m glad. If not, I reserve my right to nag in future posts.

So how do you get started with your own Problem Management function, and what do you need?

Aside from a basic process, ideally you will have a CMDB (Configuration Management Data Base). I’ve posted about the CMDB here and here. I say ideally, because you can still derive benefits from Problem Management even if you don’t have one yet.

Here’s how you can get started:

Monitoring web applications

With a new Command Center release due very soon, I thought I'd post on one of the new features which interest me most.

The Command Center now has revised HTTP web monitoring functionality. This is more than just pulling off web server statistics though.

Instead, you can now login to web applications, test the pages of the web application, and then log off again. In doing so, you can test for page not found errors, time out errors and so on.

Are you getting enough from your Serio Support Subscription?

If you are a Serio customer, the chances are that you have a support agreement with us that includes technical support by telephone, email and the Serio support website, and that we also issue upgrades.

On the technical support side, we are not just there to help you when things don’t work the way you expect – we want to help you to get the most from the tools you have purchased.

One of the things we can do is to form a Serio Focus Group to help you do more. We’ve prepared a FAQ (shown below) which explains more about the Focus Group.

- What is a Serio Focus Group?

More on our Command Center changes

As I mentioned in my previous post, the Command Center now has a Script Builder.

This is a tool for those building their own Device monitoring Scripts (as opposed to using the standard Scripts that Serio provide). Rather than having to build a new Script from scratch, the Script Builder can be called on at any time to build a Script for you, that works on either SNMP Scalars or SNMP Tables.

A Serio upgrade is on the way

As I have the honour of writing our first blog entry, I thought I’d start by saying we have an upgrade coming within the next four weeks. As usual, we’ll issue upgrade instructions to all customers with a support contract when the upgrade is ready, along with full info on what is new and how to upgrade.

One of the most significant changes is to our Command Center tool. This product is used for monitoring servers, network links, printers and so on, and is part of our Availability Management offering.


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