Use case
Just as with many other organizations, Weir & Bell Telecom used a wide variety of tools to monitor their technological landscape and provide support to their IT operations and ITIL processes. However, the fact that many different tools were being used presented its own challenges since it made business-as-usual tasks, such as fault detection, problem solving and root cause analysis, and creating a service ticket far more difficult than they should be.
Weir & Bell recognized that, by not having a unified and integrated set of tools to support their IT systems, they were failing to realize a huge opportunity to save costs. Some of the reasons why this was believed to be true included:
Each layer of the stack was monitored using its own specific tool. Therefore, support staff had to view several consoles in order to troubleshoot an issue.
Each environment (development, system test, user acceptance test, preproduction, production, DR, and others) had its own set of instances of...
