Monitoring business services
The previous sections covered the best practices in creating effective models that represent both the IT infrastructure as well as the business services provided. The creation of the model is a first step in effective business service management and must be followed by right monitoring strategies. This section covers the best practices for effective monitoring of the service models.
Management by Exception
Management by Exception is a principle wherein most of the operational resources are used to resolve significant deviations from the accepted norms. By definition, a prerequisite for this is to define the acceptable behavior using effective models. These models that are defined based on best practices ensure that they are capable of handling routine business processes. Therefore only outliers representing significant deviations require attention.
In the context of business service management, this translates to a top-down approach towards managing a hierarchy...
