Business Service Monitoring

The challenges

  • Maintain about 770 partly complex central and distributed technical views for data center operation
  • Reduce manual maintenance of service views in a highly dynamic environment and guarantee up-to-date monitoring
  • Display company-relevant KPIs and monitor SLAs with proactive alarms
  • Control very high SLA-relevant requirements for availability and performance
  • Implement automated business service monitoring integrated in the existing ITSM landscape

Project milestones

  • Analyze current state and describe targets by systems management project team
  • Introduce comprehensive discovery solutions to implement a CMDB with all information relevant to business service
  • Connect CMDB to the ZIS System for service import and resulting fully automated business service monitoring
  • Connect incident, problem and change management to the ZIS System
  • Integrate discovery solution into monitoring for accessing detailed discovery information

Why LeuTek have been chosen

  • For more than 15 years, technical information from the complete IT environment at GAD has been monitored successfully by the ZIS System
  • Easy integration into existing ITSM environment and systems management architecture
  • Comprehensive tool box for automated visualization of business services
  • Easy operability and low administration effort
  • Very good experience with LeuTek as reliable, flexible and long-standing expert partner


  • Automated generation of IT service views and hence transparency over complete IT service structure
  • Reduced errors by automated creation and update of service views
  • Reduced mean time to repair by using service impact and root-cause analysis
  • Meet compliance requirements by keeping agreed SLAs

360-degree view of the GAD services

The integration of the LeuTek solution in the existing ITSM suite created a 360-degree view of the GAD services. After the current state had been analyzed and the systems management project team had defined its targets, a comprehensive discovery solution was implemented. Discovery, federation and reconciliation were used to populate the CMDB with all service-relevant information. Additional components of the CMDB are information from ITSM processes such as incident, problem and change. The business service models stored in the CMDB are imported to the ZIS System using an SQL interface. This automatically creates the pertaining objects in the ZIS System and their monitoring. For monitoring servers based on templates in the sense of automated configuration mananagement, ZISAgents are configured at a central point and the individual plugins are distributed to the servers to be monitored. The ZIS Service Viewer is used for displaying the dynamically created service structures. It allows to display the complex business service structure including service-relevant events as well as the pertaining detail and additional information from peripheral systems (discovery, incident, problem, change). The bidirectional incident interconnection does not only allow to create new tickets but also to display information on existing tickets. The fact that all relevant information are provided in a central view increases the transparency of services.

Positive effects

The change from mere technical monitoring to automated business service monitoring based on CMDB information entailed a large number of positive effects. For example, the centralized display of the service structures increased transparency and hence considerably shortened the mean time to repair. Root-cause and impact analyses support operation, and the effects of error situations on services are transparent. This leads to a significantly increased efficiency in operating. In addition, automated monitoring considerably reduced manual maintenance and standardization eliminated error sources. The complete integration of monitoring in the ITSM environment allows errors to be prioritized more easily and the compliance with SLAs can be secured.


Business service monitoring implemented at GAD serves as basis for additional projects. Next plans are for example the implementation of automatic maintenance planning based on change information and the integration of additional ITSM processes such as knowledge management.

With the ZIS System by LeuTek, GAD has a powerful tool with which automated business service monitoring has been implemented on the basis of CMDB information thus providing a 360-degree view of the relevant business services. With little implementation effort, we obtained an efficient monitoring solution to provide maximum service to the colleagues working in operating.

Ingo Bruns, Systems Management manager