Keep sensitive data private — allow only relevant operators access to unique customer info while troubleshooting incidents.
Here at Moogsoft, we’re constantly releasing new features and enhancements to help the ITOps and DevOps communities detect and resolve IT incidents faster and more effectively.
In the case of Service Providers (Service Integration, Network, and Cloud), customer data can be sensitive. Different operations teams typically support unique tenants, guests and customers, but if these teams are leveraging the same tools to detect and troubleshoot incidents, customer data is accessible to everyone in the system.
In our latest release, we have introduced ‘Private Teams’ to address this challenge.
Teams in Moogsoft AIOps
Along with the ability to assign Competencies to Users and Roles, Moogsoft AIOps Teams is one of the most popular features of the multi-tenant collaboration workflow aspect of the product.
In Moogsoft parlance, a Team consists of one or more users associated with a set of Situations (or alerts); Teams can be created to support services, applications, locations, or based on any set of data. A Team provides for a contextual view of the data that is relevant for Team members’ areas, and ease of communication with their peers.
Moogsoft AIOps Private Teams
As of the recent ESR3 release in January 2016, the Teams feature has been extended to support “Private Teams.” A Private Team is a team that can only view and interact with data (including other users) relevant to their area of responsibility — it is a hard data restriction. The administrator of the system is responsible for defining a Team as being public (open) or private (restricted).
Private Teams — A Real Life Example
A Managed Service Provider (MSP) has multiple Teams operating within Moogsoft AIOps. Each Team manages a different customer environment, e.g. The Heroes Team supports the “Big Bank” customer, while the Ninjas Team supports “The Chocolate Factory,” and so on.
For security reasons, the Heroes Team can only see and know about other Team members and data associated with the Big Bank customer; all other data is inaccessible.
- Efficiency: Support and maintenance are very low as the environment is shared. Hundreds or thousands of Teams can operate in this model.
- Flexibility: Teams can be quickly modified if one operator / engineer needs to move from one Team to another.
- Scalability: New customers can be quickly added by simply creating a new Team & associating it with those new customers’ data.
For more information on Private Teams, reach out to us.
About the author
Ciaran studied software engineering at university. He has been involved in the IT industry for over 20 years, with most of his professional life focusing on IT operations management. His last role at Yahoo! involved technology evaluation for IT Operations management systems as part of a multi-year transformation effort. He has been VP of Product Management at Moogsoft since 2014. In his spare time, he loves the outdoors, competes in triathlons and has competed in the Ironman World Championship in Hawaii on 3 occasions.