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Concerto: An integrated, data-driven, best practice framework for IT Systems and Service Management

Datasheet
• Optimised creation and management of application
Overview
and service dependency maps
Over the recent past IT organisations have adopted best
• Optimised creation and management of escalation
practice frameworks such as ITIL and, have benefited from
and suppression data
resultant improvements in processes and service provision.
While ITIL addresses the organisational and cultural issues
within an organisation to define streamlined processes, it does Concerto Framework
not prescribe a technical framework for "implementing" ITIL. The main components of Concerto are shown below.
As a result, significant challenges remain in optimising the
capabilities of systems and service management tools and
technologies to facilitate the deployment of ITIL.

Optumis specialises in developing solutions that harness the

capabilities of systems and service management tools to
provide added value to IT organisations. Optumis's Concerto
product provides a framework for unified view of enterprise
management data, allowing best practice processes to be
implemented quickly and efficiently. IT organisations can
leverage their existing investment in ITSM apparatus and skills
to bring about closer alignment of IT with business.

Concerto is driven by a set of key best practice principles:

• Data-driven model that separates configuration data

from the logic embodied in ITSM tools
• Self-service management of configuration data
through fine-grained data security
• Standard interfaces and procedures for quicker time-
to-value Core Framework
• Web 2.0 based content management system for A SOA based Core Framework forms the heart of the product,
increased user productivity providing services to the rest of the Concerto modules. A meta
data management layer federates and reconciles data from
Benefits various sources.
• Improved event control, quality and reduced event
noise Presentation
• Web-based self-service delegates routine The presentation module is a Content Management System
administration to distributed teams that makes extensive use of Web Services and Web 2.0
technologies. A meta database manages the personalisation of
• Increased productivity through automation and
the look and feel of the interface as per user requirements.
standardisation
• Fine-grained data security and access control - role
OMDB
and group based security
The Operational Management Database serves as a repository
for management of configuration data relating to the various
ITSM functions. It includes out-of-the-box schemas for
monitoring and event management. The OMDB can federate
data to/from the enterprise CMDB and other corporate
databases. If an enterprise CMDB does not exist, the OMDB
can be used in lieu, to store asset configuration data.
Adapters
Interfaces with Management tools using Web Services and
custom agents:
Standard templates are provided for Process, Service, Disk,
CPU, Memory and Log monitoring.
Alert Escalation
Escalation management information (incident group, callout
group, incident priority and operator action lookup etc) is
stored in the OMDB and made available to users via the self-
service interface. Netcool Omnibus Probe rules and an Impact
policy enrich events with escalation data from the OMDB.

• Discovery: TADDM, Tideway, Netcool

• Monitoring: ITM 6.2, SCOM 2007, Nimsoft and Nagios
• Event Management: Netcool Omnibus and Impact
• Visualisation and Dashboards: TBSM and Managed
Objects
• Service Control: BMC Remedy and HP ServiceCenter

Security
The Security module provides a unified access control model.
The access control mechanism can be applied to any data in
the OMDB. A user or a group can be granted read/write access
to a data element or collections of configuration data Alert Suppression and Maintenance Windows
elements. Suppression windows are stored in the OMDB and made
available to users via the self-service interface. Netcool Impact
Use Cases policy matches incoming events with suppression data from
The Concerto framework is intended to be flexible in its use. A the OMDB. Features include calendar facility and repeat
particular IT Operations organisation can easily tailor it to their schedules. Suppression granularity is variable - can suppress
requirements. Common uses of Concerto are described below. events from a single monitor or a whole data centre. The
suppression facility is particularly useful in systems lifecycle
Monitoring Threshold Management episodes, e.g. Go Live, Decommissioning, and Business
Management of monitoring thresholds is one of the routine Continuity tests.
administration tasks performed by IT Operations. Concerto
allows a self-service view of the threshold data. The thresholds
rd
are stored in the OMDB and applied via 3 party monitoring
agents.

About Optumis
Optumis specialises in delivering innovative solutions and services to blue chip clients. Contact Optumis today to discuss your ITSM
requirements. For more details visit www.optumis.com or email info@optumis.com