The ServicePilot ISM software architecture features an open, scalable design. It has three levels
- Presentation Level: Web interface , dashboards ,reporting and notifications. Custom reports and dashboards can be easily created.
- Management Level: This level includes multiple layers designed to facilitate integrated service management. The provisioning engine, discovery and filtering rules automate the discovery process. The correlation engine enables more effective event and alarm management. Data is maintained for each real and virtual component to generate trend and capacity planning reports. The performance, availability and SLA management reporting provides unified views for efficient Business Service Management./li>
- Data Collection Level: Incorporates technology packages that serve as defined collecting agents. Each packet is model-based, so it serves as a template for discovery and monitoring. The API can be used to generate custom scripts for products not currently supported by ISM packages. The ServicePilot end user experience products integrate with ISM enterprise at the data collection level.
The ServicePilot ISM manager ensures collection and valuation of indicators, result archiving and information restitution. The technology package agents can be locally or remotely installed and communicate with ServicePilot ISM through the IP network. ISM uses object-oriented technology and groups infrastructure components by classes. This original class-based concept enables ServicePilot ISM users to meet their operational objectives out-of-the box, as soon as ISM is deployed. It also allows for the creation of "custom packages" to support unique technologies and environments.
The ISM architecture is highly scalable and efficient, so you can minimize complexity as you grow. Under a single license, you can scale up to 100,000 objects that are being managed by a single system. Additional licenses can be added to support larger configurations, so there is no limit to the number of objects that can be supported. This eliminates the need to manage multiple tools or consoles as you expand support.
ISM features an open architecture. It can be used standalone and integrated with other monitoring tools and solutions such as ServicePilot 360. ISM Enterprise can interface with third party monitoring solutions such as HP, IBM, CA, etc. It can also be integrated with help desk applications, telecom Operations Support Systems (OSS), Configuration Management Systems (CMS), inventory management tools, etc.