ServicePilot SaaS Documentation

Manage

ServicePilot does not need much in the way of maintenance. For cloud deployments of ServicePilot, you will need to subscribe to the ServicePilot service. Depending on the volume and detail of the monitoring performed, the correct license cost can be calculated. Billing details will need to be provided and invoices can be viewed and downloaded.

ServicePilot subscription

A ServicePilot subscription is needed before ServicePilot can begin monitoring. The subscription size, defines the number of elements that can be monitored.

Make sure that you have enough licenses to be able to use the product by defining the license limits with a little margin for growth. When adding resources, you might find that a list of newly discovered elements is not monitored if you go over the limit. Set your subscription size under Account Subscription.

  1. Using a user with administrative privileges, log in to ServicePilot.
  2. Open configuration Configuration icon
  3. Navigate to Subscription in the Account sub-menu
  4. Set the license limits

License types

There are three types of license.

License type Use
Object license A count of the number of objects that store data to the ServicePilot database. When adding a resource to be monitored, many objects might be generated. For example: A network switch might consist of one object detailing the cpu and memory counters for the switch, followed by one further object per Ethernet port from which usage counters are collected.
Host license A count of the number of IP addresses for which data is stored in the ServicePilot database. Multiple types data might be collected from an IP address rather than just the queries that ServicePilot makes to store object indicators. Events, syslogs, SNMP Traps, IP Flows, web transactions, amongst others, are all types of unsolicited data received as and when they occur. This data uses host licenses.
Phone license For VoIP call quality a license is needed per media endpoint.

The license per host is mandatory for technologies based on trace collection (APP Trace, IP Flow and Windows Events). It is based on the IP address of the collectors and also includes the objects, syslog and traps associated with this IP. The rules defined below allow you to manage licenses by host. If the "host" limit is reached, traces will no longer be collected and objects, Syslog and Traps will be processed within the limits of the "object" license.

The per-object license allows you to process the real time and history of the objects. In case of license overrun the real-time supervision continues but there is no history for these objects.

There are cases where either an object license or a host license might be used. To see the current license usage and parameter which license to use, go the the Licence page.

  1. Using a user with administrative privileges, log in to ServicePilot.
  2. Open configuration Configuration icon
  3. Navigate to License License menu button
  4. Click on the License info button to see details about which license can be used for which type of resource. License info button
  5. Set which license to use depending on the resource License rules button

ServicePilot users

When you subscribe to ServicePilot, you will get a user that can manage your ServicePilot subscription and all of your ServicePilot configuration. For better security and traceability, each user of ServicePilot should be provided with their own credentials for the access level they require. The access levels are specified in ServicePilot user groups. ServicePilot users are then created and assigned as members of a group.

ServicePilot access levels

There are three levels of permissions that can be given to users of ServicePilot. These can be further restricted to parts of the configuration by only allowing users of a particular group to see a subsection of the hierarchy of views.

Groups are also used when scheduling PDF reports. If a PDF report is generated using a group that can only see a part of the view hierarchy, then the content of the report will also be limited to this view hierarchy.

Group privilege Abilities
Admin Users of a group with Admin access level have all rights. They may add and remove users, groups, policies and monitored resources. Admin group users cannot be restricted to only parts of the configuration.
Operator Users of a group with Operatror access level may manage and unmanage views and resources as well as add notes. Operator group users can be restricted to see only parts of the view hierarchy.
Reader Users of a group with Reader access level may only view the monitored resources. Reader group users can be restricted to see only parts of the view hierarchy.

Add/Edit ServicePilot user groups

  1. Using a user with administrative privileges, log in to ServicePilot.
  2. Open configuration Configuration icon
  3. Navigate to Groups in the Configuration sub-menu Groups menu item
  4. Click on the + Add a group button to add a new group or the blue pencil button to edit an existing group Add a group button
  5. Set a unique group name and specify the access level for users of this group. The authorized views parameter can be set to a list of top level views and their sub-views that users of this groups can see. An asterisk character allows all users to see all views. By default, users will be taken to the standard service dashboard when they first log-in. This can be changed by setting a relative URL for the Homepage parameter.
  6. Click OK OK button
  7. Finally, click Save Save button

Add/Edit ServicePilot users

  1. Using a user with administrative privileges, log in to ServicePilot.
  2. Open configuration Configuration icon
  3. Navigate to Users Users menu item
  4. Click on the + Add a user button to add a new user or the blue pencil button to edit an existing user Add a user button
  5. Set a unique user name, a password and a group to which the user should belong. The Email parameter is optional. If the user is a member of a group with Admin access levels then the user will receive general alert emails from ServicePilot by default. The IP Autologin parameter is designed to view dashboards on a wall display. Set an IP address and a password. This password then needs to be added as a parameter to the end of the URL when opening web pages. We recommend that this be limited to Reader access levels group users.
  6. Click OK OK button
  7. Finally, click Save Save button

Account details

The account details allow you specify your country and upload a logo that will be included in your PDF report cover pages.

Billing

Add or update your billing details so that you maintain access to your ServicePilot monitoring environment.

Invoices

The invoices for your ServicePilot subscription can be viewed and downloaded.

Get started Now