Service Management – Tivoli Netcool/Impact

A persistent challenge for operations staff today lies in managing data across your organization. While data access is needed to monitor mission-critical business functions and respond to developing problems, the essential information often resides in vast numbers of data stores and database formats. In addition, necessary limitations on user access – across lines of business and silos — can make centralizing data management a challenging undertaking. The costs of reengineering processes and replacing tools can be prohibitive, and out-of-the-box gateways often do not offer the flexibility needed to access all relevant data.

IBM Tivoli Netcool®/Impact™ meets this challenge by providing a common platform for ubiquitous data access that easily circumvents traditional organizational boundaries. Armed with data from virtually any data source, administrators can correlate, calculate, enrich, deliver, notify, escalate, visualize and perform a wide range of automated actions.

The advanced policy-engine provided by Netcool/Impact allows administrators to define exactly what actions should be taken and when. These actions can include adding of business context to IT events, making it easier to perform essential functions such as event prioritization, business impact analysis and measurement of key performance indicators. Further, customizable Web-based views virtualize multiple data sources and provide a single point from which to view distributed data.

Tightly integrated with Netcool/OMNIbus, Netcool/Impact shows the realtime business impact analysis of specific faults within the infrastructure. It allows you to see how Netcool-collected events will impact IT-based business processes, services, and business-critical applications.

Netcool/ Impact retrieves business process, customer and service information from a variety of databases and files. When events occur, Netcool/Impact automatically enriches Netcool/OMNIbus events by linking the right information with each event. This “enriched” event gives you the knowledge needed to define resolution policies and instruct Netcool/Impact to take automatic corrective action on faults. In addition it can escalate events to email, pagers and other systems – ensuring fast and efficient notification. Netcool/Impact’s analysis of events helps you prioritize work and focus on business-critical events. The Netcool/Impact application provides answers to the following questions:

  • Impact Analysis: What customers and applications are impacted by faults?
  • Event Resolution: How should I prioritize faults and assign responsibility?
  • Policy management: What resolution policies should I follow?