ServicePilot SaaS Documentation

Getting Started

What does ServicePilot do?

ServicePilot provides monitoring, alerting and reporting services for your IT environment.

To provide these services, you will need access to the ServicePilot SaaS platform and some basic set-up. The pre-requisites consist of:

  1. A valid ServicePilot account - to log in to the ServicePilot web pages
  2. A ServicePilot Agent - to collect data

Set up a ServicePilot account

Before being able to access ServicePilot web pages, a customer account will be required. Go to the ServicePilot SaaS Login page and use the Sign up link to create an account.

Once you have your login Username and Password you can use these to open your ServicePilot web pages.

To manage your account and create other users and groups, see the Manage documentation.

Install a ServicePilot Agent

Before ServicePilot can do anything, it needs to receive monitoring data. There are a number of different ServicePilot Agents. Choose the ServicePilot agent you require, download and install the agent from the ServicePilot web pages.

Download a ServicePilot Agent

  1. Using a user with administrative privileges, log in to ServicePilot.
  2. Open configuration Configuration icon
  3. Click on Agents Agents menu item
  4. Click on Install an agent Install an agent button
  5. Select the Agent to install and follow the instructions under Get started Get started button

ServicePilot Agents are explained in more detail in the Agents documentation.

Start monitoring equipment

A ServicePilot Agent may be able to collect data but ServicePilot still needs to be told what each Agent should do. To monitor a device, pick one of the pre-configured packages and add it to the configuration by answering a few questions. These normally include the device IP address, which ServicePilot Agent to use to query this device and what sort of supervision is required.

It is also possible to automatically monitor resources when new agents are deployed. Set up auto-provisioning rules to tell ServicePilot what package to use when adding a new agent and where to place the resource in the monitoring hierarchy.

ServicePilot provisioning is explained in more detail in the Packages documentation.

Add a manual resource

  1. Using a user with administrative privileges, log in to ServicePilot.
  2. Open configuration by clicking on the gears icon Configuration icon
  3. Select the type of monitoring package needed by category and use the filter to limit the options displayed Packages list
  4. Drag a package into the central view editor and let go
  5. Set the resource properties based on the package type selected. A unique resource name is always required as well as all fields highlighted with a *.
  6. Click OK OK button
  7. Finally, click Save all changes Save all changes button

Note: Many packages use SNMP queries to obtain information. You may need to specify an SNMP policy with the correct credentials to monitor the device. See the Policies documentation for details.

Add an Auto-provisioning rule

  1. Using a user with administrative privileges, log in to ServicePilot.
  2. Open configuration by clicking on the gears icon Configuration icon
  3. Click on Auto-provisioning available in the Agents & Packages menu Auto-provisioning menu item
  4. Click on Add a rule Add a rule button
  5. Complete the Automatic provisioning rule dialog. Specify at least a Rule name and set the Discovery type based on the Agent installed.
  6. Click OK OK button
  7. Finally, click Save Save button

View data collected

Once data is being collected, it can be viewed in different ways from the left-hand menu. Left-hand menu

Monitor

Data obtained and stored in the ServicePilot database can be viewed in different ways.

Menu item Data views
Map The Map view shows data as a hierarchy of views that contain further views and objects and graphical elements. The objects contain indicators which store the polled data.
Tree The Tree view shows the hierarchy of views and objects as a graphical tree.
Geomap The Geomap view shows views that have been configured with geo-coordinates.
Host The Host view shows all monitored resources by IP address or FQDN.
Status The Status view provides lists of resources, objects, views and classes by status.
Service The Service view provides access to web services data collections by server, client, client/server interactions and trace details.

Dashboards

The Dashboards menu items provide access to ServicePilot data presented as a series of widgets. Each widget presents data as a graph, table or list from many sources. This allows dashboards to show general status overviews, summary information by type of monitored resource or details per monitored equipment, all on one web page.

Custom queries in the ServicePilot database may be performed under Search.

To create custom dashboards take a look at the Reporting documentation.

Analytics

Data trends and anomalies may also be analyzed under Machine Learning.

Changes of state detected by ServicePilot, Syslogs and SNMP Traps received may be viewed under Events & Logs.

Inventory & Activity

Some data collected is destined to provide lists of inventory. For example, lists of telephones. This data can be viewed here.

Further information

The ServicePilot web interface contains text and concept descriptions to help use the tool.

Built-in help

Question

In many places a question mark icon provides further information, either as a tooltip or as more detailed web pages.

Concepts

Some concepts are fundamental to the way ServicePilot operates. These concepts include, amongst others, objects, indicators, views, packages and policies. To view explanations, go to the built-in help pages:

  1. Click on the Help button Help icon
  2. Click on the tab Concepts Concept tabs

ServicePilot web site

The ServicePilot web site contains this documentation as well as further information on other aspects of the ServicePilot product.

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