From Monitoring to ITSM
summary
Connecting monitoring into ticketing routes alerts into a single tracked incident instead of noisy emails by using Singer-to integrations and REST APIs so alerts create or update one ticket (unique alert IDs prevent duplicates). Implementations include a Ruby wrapper and a Go RT REST API client, a production tool called rotoshoot, and an open asset DB ITB. Concrete SOPs cover phone outages and DR/DB recovery, and the setup runs in production at BiteMine since 2003, supporting Icinga, Prometheus and Sensu.
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chapters (10)
- 0:00Introduction to ITSM
- 1:04Speaker introduction and background
- 2:32Defining IT Service Management
- 4:20Processes and standard operating procedures
- 7:59Monitoring as a foundation
- 9:42Service desk and ticketing systems
- 11:51Asset management challenges
- 12:33Connecting monitoring to ticketing
- 17:32Roto shoot and future developments
- 20:51Q&A on ticketing and alerts
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