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Self-Service Analytics Extended to IT Operations, Customer Support

Analytics Plus goes beyond ITSM to offer deeper IT insight based on network monitoring, applications monitoring, and customer support solutions.

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ManageEngine, the real-time IT management company, today announced that the latest version of its self-service IT analytics software, Analytics Plus, integrates with its IT operations and monitoring and customer support solutions. Now, Analytics Plus goes beyond ITSM analytics to help enterprises derive meaningful insights from the data generated by ManageEngine’s network monitoring, applications monitoring and customer support software. The new version of Analytics Plus is generally available now.

Organizations typically use several IT monitoring tools for detailed, real-time monitoring of their networks, servers, applications, support tickets and other IT-related components. To make strategic decisions, however, organizations need an IT operational analytics tool that lets them analyze the monitoring data, spot trends and make better IT-related business decisions. The analytics tool must also work with data from multiple monitoring tools simultaneously to avoid the near-sighted, one-dimensional view that’s created when each monitoring tool’s data remains isolated in its own silo.

“IT teams often look at data from various tools individually, so they miss the holistic picture as well as the patterns and anomalies they need to strategically address problems and plan for the future,” said Sridhar Iyengar, vice president, product management, at ManageEngine. “Analytics Plus depicts unified IT dashboards by extracting and analyzing data from different tool sets embedded in an organization’s IT and by providing cross-data analytics, all with an easy drag-and-drop user interface.”

Analytics Plus for IT: Unified Insights for Better Decisions

Analytics Plus provides a single-pane view of an organization’s IT by integrating data from multiple sources and presenting useful insights in the form of rich visualizations and interactive dashboards. It enables organizations to derive the necessary insights to make better decisions, faster. Users can create and share dashboards, view critical metrics and reports, and drill down to specifics for faster troubleshooting and root-cause analysis. 

Managers can access real-time information about several business operations running an enterprise. Admins can quickly detect and troubleshoot potential problems in the IT infrastructure before end users are affected.

Previously, Analytics Plus offered self-service analytics for ITSM via its integration with ServiceDesk Plus, ManageEngine’s ITIL-ready help desk software. The ITSM solution is drawing praise from customers.

“Analytics Plus helps our company to quickly generate pertinent reports on IT support,” said Theo Sellem, deputy head of production at Rakuten Europe Bank S.A. “Thanks to the native integration between Analytics Plus and ServiceDesk Plus, we are now able to generate custom metrics and charts regarding SLAs, technicians’ workload and requests. The combination of both tools perfectly fits our business needs by generating relevant KPIs and KQIs to our management.”

The latest version of Analytics Plus also integrates with the company’s IT operations and monitoring suite, OpManager and Applications Manager, as well as its customer support software, SupportCenter Plus

Highlights of the new version of Analytics Plus include:

Analysis of IT Operations Data

Analytics Plus can analyze inventory, availability and performance data from all IT infrastructure components such as networks, servers, applications and databases. It can also examine alarms and event trends to determine patterns in alarm conditions, volumes and frequency of incoming alarms, frequently failed devices, applications or commonly occurring sources of problems.

Deep-dive analysis of physical and virtual infrastructures. Analytics Plus analyzes the performance and availability of applications, servers and systems in physical and virtual environments. Users can identify trends, usage and behavior in their virtual infrastructure to understand how their infrastructure works, allowing them to resolve issues faster. Supported virtual infrastructures include VMware, Microsoft and Citrix.

·        VMware dashboard – http://ow.ly/isID303gXK9

Insights into cloud environments such as Amazon AWS and Microsoft Azure. Analytics Plus can optimize availability and performance data of cloud infrastructure and applications, such as Amazon AWS and Microsoft Azure environments, by providing insights into capacity planning.

·        Amazon AWS dashboard – http://ow.ly/A4oD303gXEl

·        Microsoft Azure dashboard – http://ow.ly/EXn3303gXHd

Holistic view of business services. As more enterprises adopt a business-centric view of IT, they define clusters of key business processes that can be monitored by IT operations and monitoring tools like Applications Manager or OpManager. Analytics Plus presents dashboards of these key business services so IT teams can easily monitor and view them holistically. 

Analysis of IT Support Data for Improved Operations

Analytics Plus analyzes customer tickets; forecasts trends based on information related to the number of completed and backlog requests, SLA compliance, ticket volume and trends; and much more, enabling managers to improve customer satisfaction, support efficiencies, and performance levels.

·        Support analytics – http://ow.ly/AtJJ303gYa9

 

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Topics:
self-service analytics ,IT operations ,customer support ,real-time IT management ,real-time monitoring

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