IT Service Management has evolved quite a lot since the good ol’ ITIL days. Conducting IT Service Management effectively means keeping up with the rapid pace of the IT technology landscape, which is more challenging than ever before, with trends like virtualization, containerization, cloud, mobility, security, etc…

Understandably, organizations are devoting more budget to ITSM initiatives each year. In fact as of today, there are 8.8 million people on LinkedIn with ITSM in their job descriptions!  

On November 1-4, itSMF USA and HDI will be hosting the annual Fusion ‘16 conference in Las Vegas. This conference will bring together the world’s leading ITSM Professionals and Vendors to focus on the next generation of Service Management.

Achieving Competitive Service Quality in 2017

As a customer-first profession, it’s crucial that ITSM professionals adopt the proper technology architectures to ensure that service quality remains fluid and uninterrupted.  

Based on the architectures of leading organizations like HCL and GoDaddy, it’s clear that there are a few key components required from ITSM teams to achieve top-notch service assurance. These include a mature Monitoring Ecosystem, System of Engagement, a System of Record, and a Data Lake.

Key components required from ITSM teams to achieve top-notch service assurance include a mature Monitoring Ecosystem, System of Engagement, a System of Record, and a Data Lake.

The Monitoring Ecosystem exists to provide visibility and generate alerts from across your production stack. These include tools like Appdynamics, Solarwinds, Nagios, etc. While creating tremendous visibility, comprehensive monitoring ecosystems inadvertently create massive amounts of noise that leave the teams that manage services setup for failure.

The System of Engagement reduces noise and delivers proactive service insights to the right people – all in real-time. It’s the first place that teams should look when something breaks. Moogsoft, exhibiting at Fusion ‘16 (Booth #108), is a system of engagement that integrates with all of your Monitoring and Service Management tools.  

Your System of Record enables the interaction and documentation of service requests and disruption. This tool can effectively manage all trouble tickets and knowledge for future reference and tie back to the CMDB. Some of the most common tools include ServiceNow, Cherwell, BMC Remedy and Jira.

The System of Automation can automatically run resolution scripts to streamline repetitive tasks from incidents that occur on a regular basis, like orchestration, runbook automation, and IT automation. Common tools include Ansible and Puppet.

The Data Lake exists for forensic diagnostics, ad-hoc reporting and business dashboards. It ideally maintains all of the data that you would ever need to investigate, which typically exists in the form of logs. Common tools include Splunk and Elastic.

Catch Moogsoft at Fusion ‘16

For those of you attending Fusion ‘16, stop by booth #108 to understand how Moogsoft is being used by ITSM professionals at leading organizations to achieve the highest level of service quality. If you’re unable to make it, have a closer look at Incident.MOOG to learn more about the technology.


Get started today with a free trial of Incident.MOOG—a next generation approach to IT Operations and Event Management. Driven by real-time data science, Incident.MOOG helps IT Operations and Development teams detect anomalies across your production stack of applications, infrastructure and monitoring tools all under a single pane of glass.