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 DevOps personnel.
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 https://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. |
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 https://dts.utah.gov/metrics/index.php.
Total Time to Resolution |
Target Percentage of Tickets Meeting
|
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 https://dts.utah.gov/metrics/index.php.
Time to Initial Response |
Target Percentage of Tickets Meeting
|
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 https://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 https://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 |