iWise General Technology FAQs
- What standards does iWise support?
- What type of integration does iWise provide?
- Is the iWise architecture hardware-independent?
- Is the iWise architecture software-independent?
- Does iWise provide configuration repository support?
- Does iWise include an underlying relational ODBC-compliant database?
- Does iWise provide import/export capabilities?
- Does iWise provide built-in secure sign-in?
- Does iWise operate in a secure environment?
- Does iWise provide integrity checking for new data, as well as updates?
- Can iWise deploy management functions quickly and efficiently from a central location?
- Does iWise provide automated actions in response to system events through an easy-to-use GUI, without the need for any programming?
- Does iWise provide for automated logging of system events to the service desk component?
iWise General Technology (Answers)
What standards does iWise support?
iWise is not built upon or dependent on a vendor-specific coding framework. In order to effectively support a wide variety of platforms, iWise incorporates standards such as Web Services, JAVA, XML, and ODBC. By using this approach, we have found that iWise can be tailored quickly meet the largest possible number of customer requests, while also delivering a secure and reliable solution.
The iWise Web Client features an architecture that is designed to logically and physically separate the application and business rule processing logic from the parts of the interface that are accessible to the end-user. The critical parts of the application processing all occur on the secure side of the firewall, while only the interface resides outside of the firewall. Even if the interface layer is tampered with, the processing logic remains protected.
The iWise application suite incorporates both industry-proven best practices and ITIL concepts. From a database perspective, the iWise data model uses a unique method that layers a set of SQL tables on top of the database structure. This layering provides the ability to dynamically modify applications and extend the data model without the assistance of a database administrator or the need to use table maintenance utilities.
Policy rules are defined within iWise through standard database records, typically established and maintained by an iWise administrator. By modifying the attribute records in the database, the iWise data model can be extended and altered. These changes become effective immediately, without the need for SQL table rebuild processing.
iWise allows a unique contextual search, typically not found within web applications, using traditional SQL tables. This feature delivers the unique iWise high-speed search operations that are so critical to the success of integrated solutions, across all platforms.
The core standard of the iWise Service Management application suite is the ITIL best practices framework. infraWise, as a leader of integrated service management solutions, embraced the worldwide recognition of ITIL as the standard for IT Service Management. According to the Office of Government Commerce, "ITIL is the most widely accepted approach to IT Service Management in the world. ITIL provides a cohesive set of best practices, drawn from the public and private sectors internationally, supported by a comprehensive qualification scheme, accredited training organizations, implementation, and assessment tools."
What type of integration does iWise provide?
All iWise-based applications are integrated and easy to install in a phased implementation process. Together, the individual components of iWise comprise a seamless Service Management architecture.
Each iWise application addresses one or more processes contained in the Information Technology Infrastructure Library (ITIL) framework. iWise applications, though easily used independently, are most valuable when used as a package or suite.
iWise provides open interface support using XML, and has developed several interfaces to various types of products, including network monitoring, automated operation, source code management, and auto discovery products. iWise can use its own Configuration Management Database (CMDB), or it can operate in a federated approach of multiple, integrated CMDBs.
Our use of SOAP and XML technology opens the door for entirely new interfaces from a wide variety of third-party tools and standard office applications. This allows for the easy transfer of data and the sharing of related information with processes that were previously separated by platforms. Many tools and applications have embraced these same standards as the mechanisms for future data interchange. Thus, iWise has a large B2B communication and E-Commerce potential.
Is the iWise architecture hardware-independent?
Yes. The iWise clients and servers are fully independent of any platform or architecture limitations.
Is the iWise architecture software-independent?
iWise supports any ODBC-compliant relational database, such as Oracle, Sybase, UDB, Microsoft SQL Server, Informix, and DB2, independent of the operating system platform. The transaction server requires Windows Server 2000 or 2003. The iWise Windows client must run in a Windows 2000/XP/Vista environment, which can be emulated in other operating systems, if desired.
Does iWise provide configuration repository support?
Yes. Addressing the question of data integration and consolidation is critical, since every environment maintains a variety of specialized tools. These tools contain subsets of information that likely should be included in an ITIL-compliant CMDB. Any configuration management project needs to balance the need to integrate this data in a CMDB with not disrupting the real-time usage of the tools.
A method of accomplishing this is to use a "federated" approach, which copies only the identified key "static" elements of the distributed configuration information database into the iWise CMDB, while leaving all of the "dynamic" data elements in the remote database. This solution provides the advantages of enhancing ITIL processes that need immediate access to a wide variety of key CMDB details, while providing access to the distributed dynamic data details when required. This allows functions such as service level measurements and support rule definitions to be defined in the CMDB, while branching out to distributed data sources; for example, Change Management details.
Interface tools such as XML, ODBC, and Scripting Languages provide third party product integration with iWise Service Management process functions. This allows you to extend iWise Policy Management business rules throughout your environment, if desired. Using the iWise XML data exchange and integration capabilities, data element normalization for data loading and referencing from within the iWise ITIL applications is possible. ODBC interfaces provide access to various database technologies when XML interfaces to third-party tools are not available or appropriate. See the diagram below for the structure of a typical federated CMDB environment:
Does iWise include an underlying relational ODBC-compliant database?
No specific database technology is built into iWise. This allows you to leverage any investments in existing database technology or to take advantage of cost-effective additions as required. The iWise Data Model supports any ODBC-compliant database, such as Oracle, Sybase, UDB, Microsoft SQL, and DB2, independent of platform.
Does iWise provide Import/Export capabilities?
Yes. Both data export and import are supported functions for iWise. Export can be accomplished in iWise from any search results list by using the "save as" function to create a CSV-formatted file. Data can also be exported through the ODBC reporting interface, into tools such as Excel and Access. Import functions are controlled through a number of iWise-supported APIs. XML and open source REXX are the facilities most commonly used to import both single records and bulk data into the iWise database.
Does iWise provide built-in secure sign-in?
Yes. To determine user access rights and privileges, iWise provides two layers of security. Initially, the user ID and password credentials can be verified against a security tool of the customers choice through our optional security interface. Typically services such as LDAP, Active Directory, RACF, ACF2, Oblix, etc. serve this purpose. Once verified by the security process, iWise then attempts to match the user ID to its internal authorization group structure to determine application and role-level rights. If no match is found, the user will only be able to perform those functions specifically allowed to non-group members.
Does iWise operate in a secure environment?
Yes. Users have the ability to connect to the iWise transaction server, using standard HTTP over SSL authentication, or by communication with managed servers using current digital certificates for authentication. Many customers implement different security zones and place the users and the iWise servers appropriately within those environments to ensure maximum security.
Does iWise provide integrity checking for new data, as well as updates?
Yes. iWise "locks" records as they are being created or updated by each user to ensure the integrity of the record, regardless of the type of interface that is used.
Can iWise deploy management functions quickly and efficiently from a central location?
Yes. All iWise management functions and policies are controlled and managed with iWise Policy Management and XML style sheets. Authorized users may alter these process management "rules." iWise Windows and Web clients use the core rules to control all processing logic in the iWise application suite.
The iWise GUI client is a thin client and requires no code on individual user PCs. You start iWise from a desktop icon that points to the program to be run, usually installed on an application server.
Only iWise report programs require an ODBC connection to the database. All iWise clients connect to the iWise Transaction Server, which processes all transactions to the database.
Does iWise provide automated actions in response to system events through an easy-to-use GUI, without the need for any programming?
Yes. Automated logging of system events requires an interface between the event-trapping products such as Patrol, Spectrum, NetCool, HP OpenView, Omegamon, etc. and iWise.
iWise provides open interface support, using XML, and has provided interfaces to a variety of products.
Our use of E-mail, SOAP, and XML technologies opens the door for entirely new interfaces from a wide variety of third-party tools and standard office applications. This allows for the easy transfer of data and the ability to share related information with processes previously separated by platforms. Many tools and applications have embraced these same standards as the mechanisms for future data interchange. This dramatically enhances iWise B2B Communication Enablement, and E-Commerce potential.
iWise provides over 100 Monitor Agents to automate tasks such as escalation, notification, record generation, third party product interfaces, etc. These agents look for specified conditions that may exist within a set of records, or individual records, and take the appropriate business rule-driven programmed actions. Customers may use the default processing rules for Monitor Agents provided by iWise or may define customer specific Monitor Agents with unique processing rules. iWise Monitor Agents execute at predefined intervals (hourly, daily, weekly, etc.) defined in the monitor record. The customer may also set custom execution intervals.
Object assignment notification uses iWise Monitor Agents to send e-mail notification to users with supplied HTML templates that can send customer specified details from each object in the body of the e-mail. Any authorized user uses basic HTML to modify the supplied templates.
The following is an example of an iWise Notification e-mail:
Does iWise provide for automated logging of system events to the Service Desk component?
Yes. iWise provides multiple functions for automated logging of system events. The following list briefly describes each:
- XML – used to exchange data with those processes and tools that support this type of interface.
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E-mail - The iWise Knowledge Base contains sample templates that can be used for:
- E-mail notification
- Service Level Agreements (SLAs) associated with products and services
- User records that contain contact information, e-mail address, times for different notification methods, etc.,
- Location objects representing location specific rules supported by your organization
- Vendor objects representing your vendors, and their associated contact information, etc.
- Organization objects for defining your company organization structure and specific rules that may apply by organization type
iWise uses Monitor Agents to automate logging of events. iWise provides over 100 Monitor Agents to automate tasks such as escalation, notification, record generation, and third-party product. These agents look for specified conditions that may exist within a individual records or sets of records, and take the appropriate business rule-driven actions. Customers can use the default processing rules for each Monitor Agent provided by iWise, or they can define customer specific monitors with unique processing rules.
iWise Monitor Agents execute at pre-defined intervals (hourly, daily, weekly, etc.) set in the monitor record. The customer can also set execution intervals.
The management console graphical views are web- and portal-enabled to allow remote monitoring. Critical reports/dashboards are available to the managers to help facilitate resource management, risk assessment, change categories, change conflicts, customer impacts, and many other important business processes.
The iWise Dashboard also includes the iWise Trend Analyzer that monitors any items that disrupt historical patterns. You can define any measurable event ranging in frequency from milliseconds to hours, days, weeks, or years. For example, your helpdesk may receive, on average, 15 calls every day from 8 AM to 10 AM. On a day where the call count spikes to 35, an alert is generated that indicates a change in the historical pattern.