User goals and features

IT executives or tenants use dashboards to check the health of the applications and services they are responsible for delivering.

The IT Operations user is on the front lines in IT Operations and is responsible for monitoring the performance and availability of applications and the IT infrastructure. When alerted, the IT Operations user assesses the impact of the problem on a business application or service and the probable cause.

Additionally, the IT Operations User can monitor performance metrics to identify issues with web application performance or infrastructure capacity.

The Application Specialist is responsible for business applications and understands the software and IT infrastructure that make up the parts of an application. When a problem occurs in an application, the Application Specialist must resolve this issue quickly to minimize outages that result in financial losses and end-user dissatisfaction. The Application Specialist needs to know when a problem is caused by the application and not the infrastructure.

The Application Specialist works with the Solution Administrator to install or deploy agents, define monitoring policies and the events to monitor, define application models, and create dashboards for IT Operations, tenants, and executives. The Application Specialist can also generate performance and availability reports for executives or tenants to prove whether SLAs are being met for critical applications.

The Application Specialist might also work with the System Administrator to automate remediation and ticketing processes.

The activities of the Technology Specialist are similar to the Application Specialist, but their focus is on the performance of their respective technology and ensuring that technology supports the business services and meets Service Level Agreements. In the case of a network specialist, they might be responsible for collecting SNMP events from the network and monitoring network traffic and latency to ensures that the network benchmarks meet the business needs. A middleware specialist has responsibility for knowing the current state of the middleware environment. When a problem is detected, a specialist is involved in fixing it and determining the root cause.

The Technology Specialist understands the infrastructure needed to support the applications and services delivered by IT helps build models. A Technology Specialist works to fine-tune monitoring for IT Operations and automate processes such as creating issues or remediation of failures.

The Solution Administrator is responsible for the planning, deployment, installation, and upgrade of BMC TrueSight Operations Management and its data providers. The Solution Administrator might work with an IT architect or BMC Software to design the TrueSight solution architecture and plan for a scalable environment. The Solution Administrator might also install other BMC products or third-party software and integrate those products with BMC TrueSight Operations Management.

The Solution Administrator secures the TrueSight applications and data, or enables a security administrator to perform those tasks.

The Solution Administrator monitors the TrueSight system infrastructure (such as servers, consoles, and databases) and either deploys agents or works with the Application Specialists and Technology Specialist to deploy the agents and configure data collection from the agents.

The Service Manager is responsible for the definition of service models in BMC TrueSight Infrastructure Management. The Service Manager might also have responsibility for definition of service-related CIs and maintaining data in the BMC Atrium Configuration Management Database (CMDB). The Service Manager works with the Operations Management Solution Administrator to define the services to monitor.

The Service Manager interfaces with business owners to define services, and works with specialists to associate CIs in the service models with the appropriate infrastructure or application monitoring data to ensure that the relationships are represented correctly and the models are current.