Along with other features, WatchMyDC® has a powerful IT incident management engine. IT incident management is one of the key elements of ITIL service management. In brief, this is how the solution handles the IT situations:
It listens, it analyzes, and then it takes actions.
WatchMyDC® Incident Management Process
Firstly, WatchMyDC keeps listening for incidents, alerts, tickets, requests, logs, etc through standard Webhook or Syslog. Any IT tool/system/application can push messages to the WatchMyDC platform. Simply put, imagine an NMS is forwarding every incident alert to WatchMyDC.
Secondly, WatchMyDC places the incoming alerts to its ElasticSearch powered database. Not blindly though, it should contain a secret in its Webhook Basic Authentication header. Not a match? WatchMyDC will reject the log. Thereafter, WatchMyDC extracts each and every log to identify placeholder values. Since the logs can contain valuable information, WatchMyDC® need to store those values after analyzing the logs.
Finally, If any log is actionable, it triggers an automation task immediately. By accessing any OEM infrastructure, or an API from any application.
Compatibility to work with WatchMyDC
Although WatchMyDC® supports most of the industry standard NMS and ITSM tools, customers still needs to check the below feature availability.
Firstly, the Webhook with Basic Authentication method. This is the most preferred method for sending events to WatchMyDC®. WatchMyDC® supports the below types of logs for extraction and analysis:
Secondly, the next preferred option is the Syslog. In case your tool does not support the Webhook method in the outbound direction, then Syslog is the next preferred method.
This is how WatchMyDC saves your precious time and effort in IT operations. Time is money for you and your organization, isn’t it?