Main Menu Dept. of Technology Services Search

Rate

NA

Order Product/Service

Enterprise Monitoring

Enterprise monitoring is an application used to verify that hardware devices (e.g., servers switches, netops, UPS, etc.) and software products, applications, and services provided by the State of Utah are working correctly and are available. It is also used to gather information about the above items for the purpose of reporting statistics and providing context for troubleshooting.

The hours of support required for DTS Enterprise Monitoring are listed below.

Hours of Support

Application

Support Hours

Days of Week

DTS Enterprise Monitoring 24×7, excluding maintenance on second Wednesday of each month between 0900 and 1400 Sunday–Saturday

Product Features and Descriptions

Zabbix

This is the current monitoring product in use for enterprise monitoring. The default monitoring includes monitoring of RAM, CPU, disk space, etc. Monitoring has the ability to use any of the following protocols: IPMI, SNMP, ICMP, TCP, UDP, JMX, SSH, Telnet, HTTP, or HTTPS. External scripts can also be called to create custom monitors.

Ordering and Provisioning

Users can submit a ServiceNow ticket requesting monitoring, and the ticket will be worked by a campus Reliability Automation Team member.

DTS Responsibilities

  • Provide this service to all DTS customers.
  • Ensure the agent is installed and configured for all devices.
  • Ensure agent / monitor is configred and reporting for all programs.
  • Respond to alerts / tickets generated when triggered by a monitor. 

Agency Responsibilities

  • Work with DTS to create appropriate monitors for all programs.
  • Allocate resources to support monitoring for their applications/systems.

In an effort to improve service to our customer agencies, DTS will measure and report on the following enterprise metric goals:

  • Application Availability
  • Resolution Time
  • Initial Response
  • First Contact Resolution
  • Customer Satisfaction Surveys and Reporting

Application Availability

Application availability measures DTS’s efforts to ensure that agency key business applications meet the percentage of availability goals identified in each agency’s service level agreement. DTS will determine application availability based upon the collective measurement of the configuration items (both hardware and software) that are required in order to support the agency business services applications. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at http://dts.utah.gov/metrics/index.php.

Metric Description

Target Percentage of Application Availability*

Enterprise Monitoring **99.9%

Table Notes:

*Times exclude those tickets in a “Pending” status waiting for a known bug fix.
**Since Enterprise Monitoring is a critical function within DTS, it will be added to the Near Real Time report on the dashboard as well as the application availability report. This will allow it to show up on the DTS dashboard and customer service review (CSR) reports for executive management to review. 

Resolution Time

Resolution time measures DTS’s efforts to resolve customer incidents within the timelines set below based on urgent, high, medium, and low priorities. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at http://dts.utah.gov/metrics/index.php.

Total Time to Resolution

Target Percentage of Tickets Meeting
Priority Timelines

Low priority: 6 business hours 90%
Medium priority: 4 business hours 90%
High priority: 3 clock hours 90%
Critical priority: 3 clock hours 90%

Initial Response

Initial response measures DTS’s efforts to respond to customer incidents within the timelines set below based on urgent, high, medium, and low priorities. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at http://dts.utah.gov/metrics/index.php.  

Time to Initial Response

Target Percentage of Tickets Meeting
Priority Timelines

Low priority: 1 business hour 85%
Medium priority: 1 business hour 85%
High priority: 1 clock hour 90%
Critical priority: 30 clock minutes 95%

First Contact Resolution

First contact resolution measures DTS’s efforts to resolve customer incidents on a customer’s initial contact with either our help desk or a technical specialist. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at http://dts.utah.gov/metrics/index.php.

Metric Description

Target Percentage of Reported Incidents Resolved on Initial Contact

First Contact Resolution 65%

Customer Satisfaction Surveys and Reporting

All users/customers whose technical incidents are resolved by DTS staff will be given the opportunity to respond to an online survey regarding their level of satisfaction with the support received from DTS. Responding to the survey is voluntary.

The chart below identifies DTS enterprise goals for customer satisfaction. Cumulative monthly reports will be created displaying the level of customer satisfaction with DTS support. These reports will then be posted on the DTS Metrics Web page at http://dts.utah.gov/metrics/index.php.

Metric Description

Target Levels of Customer Satisfaction

Average level of satisfaction with resolution efforts ≥ 4.5 on a scale of 0–5
Percentage of respondents expressing satisfaction (vs. dissatisfaction) 93% of respondents satisfied