Your ability to respond to today’s new Service Management landscape depends on your organization’s Service Asset Maturity Level.
ITAM & Service Dependency Mapping
IT Asset Management provides an accurate account of technology asset lifecycle costs and risks to maximize the business value of technology strategy, architecture, security, funding, contractual and sourcing decisions.
With the addition of Service Dependency Mapping, your IT assets will be mapped in context to your critical business services. FireScope Service Dependency Mapping automatically maps all business service dependencies including network, virtualization, servers, storage, cloud, and applications. Firescope uses both a unique combination of passive and active discovery technology to detect authorized and unauthorized changes to dependencies saving your team valuable time and resources.
With both ITAM and Service Dependency Mapping you will be able to answer the following difficult questions.
- What has changed in my business service recently, or weeks ago?
- Will my planned change impact a production business service and which ones?
- When an incident or request is open for an asset in my ITSM solution, how do I know the asset is related to a business service?
- The infrastructure that supports my business services is elastic and changes on the fly based on workload demand, how can we detect changes to my business services in real-time so my support team receives accurate information?
Key Capabilities of ITAM using FireScope
Automated Discovery & Dependency Mapping
- Firescope provides automated accurate discovery
- Dependency mapping of devices, network, virtual, storage, applications, and business services
- Identify changes both authorized and unauthorized that can detect IOC/IOA (indicators of compromise and attack)
- Maximize your current ITSM/CMDB investment and integrate with using FireScope Integration Manager
- ITSM data synchronization to ensure accurate and relevant asset details are maintained in your favorite ITSM solution and incidents include accurate context in the form of service impact and topology
- Service-oriented alerting
- Service-oriented incidents and alerts reduce mean time to resolution (MTTR) and drive informed business decisions
FireScope Service Asset Maturity Model
Your ability to respond to today’s new Service Management landscape depends on your organizations Service Asset Maturity Level.
Those at level 0 suffer from a reactive work environment, chaotic incident management, and high-security risks. However, those at level 4 benefit from a stronger security posture, faster problem resolution, risk avoidance, full regulatory compliance, and higher quality service delivery.
At level 1, important asset intelligence, that once took multiple phone calls, is now immediately right in front of the help desk agent, making them more productive, providing important contextual data reducing mean time to resolve so users can be more productive.
At level 2, critical decision making intelligence is being provided about your assets across your organization such as their dependencies to lines of business required to deliver services. This intelligence can be used to personalize the self-service experience by proactively reporting critical outages, avoiding incident storms while at the same time improve support staff and end user productivity.
Regardless what level you think you are, a strong discovery and dependency mapping solution integrated with your CMDB and ITSM solution will get you to level 2 and well on your way to full maturity.
Multi-layer Service Dependency Maps
FireScope Service Intelligence® discovers multi-layer dependencies of your critical tier 1 and tier 2 applications and services. These layers, across your technology stacks include application, virtualization/cloud, network and storage. Critical intelligence is gathered by observing behavior, changes and patterns of assets and dependencies over time.
The application dependency layer provides details about how applications, endpoints, and servers communicate over the network. This is critical to discovering the dependency relationships including source and target IP addresses/hostnames, the direction of communication, and which ports and protocols are being used. FireScope baselines these application dependencies and can notify of new or missing assets and their changes, perfect for SecOps, DevOps and ITOps use cases.
The virtualization and cloud layer provide detailed VMware vCenter dependencies of hosts, guests, virtual switches and storage as well as detailed asset information such as operating systems and capacity and performance. These dependencies are critical to identifying single points of failure or risk associated with datacenter migrations as well as identifying impact on one or more services or applications. Our active discovery finds all AWS EC2 instances per zone and detailed asset information including name, type, health status check and collect CPU, disk and network statistics. FireScope uses Amazon VPC Flow Logs blended with local NetFlow/Sflow records to identify persistent connectivity between compute resources that indicate service dependencies.
The network dependency layer provides network connectivity dependencies between applications, servers and clients and helps identify single points of failure reducing risk associated with data center migrations and service delivery. FireScope uses several protocols and methods including SNMP, Cisco Discovery Protocol (CDP) and more to accurately discover the Data Link layer of the OSI model or network connectivity of assets delivering business services and applications.
The storage layer is critical to any business service or application. FireScope discovers local datastore and network attached storage dependencies for both hosts and guests.
Persistent Observation & Active Discovery
See How it Works
Networks are so dynamic and ever-changing by nature due to virtualization, cloud, and containerization, so discovery has to be real-time as well. It is critical to discover all connected assets that support critical applications to reduce risk, ensure successful data center migrations, and avoid service disruption. FireScope persistently discovers assets as soon as they connect to the network by listening to network traffic flows (NetFlow) in real-time, and even discovers devices behind firewalls. We call this persistent observation. FireScope also uses the network traffic flow data to automatically discover application dependencies between each asset. Most asset discovery solutions use active discovery exclusively which periodically polls the network to detect new assets and changes to existing assets. The problem with this approach alone is that assets come and go in between discovery runs and critical assets that are used periodically can be missed. For data center migration projects, missed assets can cause costly service disruptions and migration delays.
FireScope uses automated scheduled discovery jobs to augment our persistent observation discovery and gather more details about assets. Active discovery scans for new assets and detects changes to existing assets. The frequency of active discovery is configurable. Users can configure network ranges or subnet ranges to be scanned to discover network devices, servers, VMware vCenter hosts/guests, virtual switches, storage, cloud infrastructure, firewalls, and more. FireScope’s active discovery is also used to discover interdependencies of network connectivity, vCenter host to guest and storage dependencies, and more. More on this in Multi-layer Discovery and Dependency Mapping.
Baseline Service Map Alerting
When changes occur in production top tier services and applications it can have a devastating impact to your brand, customers and ultimately your bottom line. FireScope’s Baseline Service Map Alerting can immediately notify ITOps, SecOps and DevOps teams of changes including new or missing assets, new and missing application communication between servers and applications, network connectivity, virtualization and storage dependencies.