Incidents happen every day in an IT environment and impact single users or small groups while large incidents can impact entire businesses. The goal of your incident management processes is to minimize the impact of the event on your users and your company — restoring normal activities as quickly as possible — which can be made easier using data visualization.
Incident management and ITAM
Imagine an IT environment as a highway system — an interconnected set of pathways, intersections, and destinations on which and to which people are traveling. Each user request or transaction is like a vehicle traveling a highway system.
When the system is working well, traffic flows smoothly and users can be productive and have a positive IT experience. When an event occurs, however, that disrupts a part of the system, users can become frustrated. This is the result of an IT incident. IT asset management tools are key to your IT health and ecosystem.
It’s essentially immaterial whether the incident occurs in a part of your network that is a route on the highway, servers that provide content or linkages to resources or application incidents – what users know is that they can’t “travel” to their destination and their productivity is impacted.
If it is a busy time of the day for your business, then entire groups of business users, suppliers, and/or customers could be impacted. The challenge for your IT service management staff is to determine how to resolve the incident, but also keep the users informed and as productive as possible while the technical issue is being addressed.
Asset data visualization
Infrastructure visualization capabilities, such as those in Virima, can benefit your IT service management staff in many ways by transforming your configuration management database (CMDB) and transforming data into easy-to-understand infrastructure maps.
When an event occurs that causes an incident, staff members are able to see where the component is having difficulty and the component’s connections with the broader IT ecosystem. This visibility enables incident managers to identify the location of the problem and who/what is affected.
This information can be very helpful to assess the impacts of the issue, determine a course of action, and how to prevent similar issues in the future. In some cases, this information can be leveraged to find alternate resources, direct users there and mitigate the business impact of the incident.
The power of visualizing incident data
Without visualization, your ITSM staff members would find themselves in a similar situation to commuters stuck in traffic without a navigation app. They would have to rely on experience and guessing to determine what resources connect users to their destinations and the extent of the backup the incident created.
That doesn’t seem very efficient (it isn’t) and neither company leaders nor your users would be happy knowing that the IT experts on which they rely to maintain systems are making guesses in the dark.
Thankfully, we don’t live in a time when trial and error is the only option – we live in a time when IT asset management tools and data visualization capabilities, such as those from Virima, are available to help ensure your IT staff can see what is occurring, assess the impacts of issues effectively, and keep your business up and running.
Virima features can automatically discover and map your critical IT resources and the interconnections that link them to one another, your applications and services, and your users.
Virima is here to help. To get started, contact us today to schedule a demo and explore the possibilities!