Smartnut (Naumen Service Management Intelligent Automation (SMIA))

On July 25, 2018 the NAUMEN company announced that the cloud service of ITSM 365 provided uninterrupted operation of work of the client cloud applicaions intended for management of IT service and the arriving requests from users by means of an intellectual umbrella monitoring system from a line of Naumen Service Management Intelligent Automation (Naumen SMIA). Under control of the system implemented based on Naumen Data Aggregation Platform (Naumen DAP) there are more than 35,000 metrics of service. Diagnostics of processes is carried out by 70 set parameters: availability, performance, the entering and outbound traffic, the number of business operations in unit of time, a timeout of sessions, use of resources, connection with the database, response time and to others. The project orderer – the Smartnat company which is engaged in development and support of ITSM 365 Internet service.

ITSM 365 – SaaS service for medium and small business which is intended for management of IT service and the arriving requests from users. Management of cloud applicaions of clients is implemented in service via the uniform portal. All customer interaction history is conducted and stored in it: general information, rates, licenses, accounts, requests, etc. To expand possibilities of control of smooth functioning of client applications and to provide the high level of availability of services, integration of the ITSM 365 portal with an intelligent system of monitoring based on the Naumen DAP platform was carried out.

The feature of technology of intellectual monitoring of NAUMEN is that it has tools of predictive analytics that gives the chance to predict risks of emergence of failures in service and on the basis of data retrieveds to create recommendations about prevention of probable infrastructure problems.

For convenience of processing and the analysis collected information is output in the interface of the ITSM 365 portal in text and graphic formats. At the same time all "health model" of the client application is available to viewing in the form of an evident panel (dashbord). Display of aggregated data on one screen helps a support service to reveal negative trends in work of infrastructure and services, to fix emergency and preemergency situations and to quickly resolve issues of prioritization of the arising incidents. Duty engineers react to notifications in mode 24х7. A set of the objects and characteristics which are subject to monitoring extends flexibly and modified in ITSM 365. Also reaction to events is configured: sending the notification to the responsible on e-mail, automatic registration of an incident, voice informing through PagerDuty service.

"Implementation of Naumen DAP in the ITSM 365 project allowed to raise customer satisfaction, to reduce load of technical support and to provide a real deposit to business results". Nikita Kardashin, the head on development of solutions in data slicing pane and machine learning, NAUMEN