Best practices for the successful implementation of IT monitoring systems

1. Brief introduction: what is a monitoring system for?

As technology professionals, we know that implementing an IT monitoring system is essential to ensure that an organization’s system is working properly, and to detect problems in time.   

2. The importance of properly defining the objectives of a monitoring system

Defining the objectives of the monitoring system is crucial to ensure that the right data is collected and analyzed to improve the organization’s efficiency. Objectives include: 

• Early detection of problems.
• Reduction of downtime.
• Increased efficiency.
• Informed decision making based on data.

One of the biggest mistakes organizations make when implementing an IT monitoring system is not setting clear objectives. This leads to problems such as:

• Inadequate data collection: it is difficult to determine what data is relevant and necessary, so you end up collecting a large amount of useless data for analysis, which in turn leads to information overload and increased complexity in system management.
• Difficulty in prioritizing problems: it becomes complex to identify which problems are most important and should be prioritized. Thus, other low-priority problems are addressed while the critical ones that can seriously affect the performance and availability of services are ignored.
• Inefficiency in the use of monitoring resources. 
• Lack of alignment with business objectives. This renders the system irrelevant to the organization and detracts from stakeholder support and commitment.
• Difficulty in justifying the investment. This results in a lack of funds and resources, which in turn can limit its effectiveness.

To properly define the objectives of the IT monitoring system, it is recommended to follow an analysis process that involves all stakeholders, including IT and business teams. It should also include the monitoring requirements, the definition of key performance indicators (KPIs), the risk evaluation and the setting of business objectives.

The objectives should be specific, measurable, achievable, relevant and time-bound (SMART). In addition, it is advisable to establish a periodic monitoring and evaluation plan to ensure that the objectives are being achieved, or if not, to be able to make the necessary adjustments.

3. Scope of the monitoring system

The scope of the IT monitoring system refers to the IT components and services that will be monitored, as well as the users and equipment that will have access to the system.

One of the main cons of not clearly defining the scope is the risk of overloading the system with unnecessary information or monitoring components or services that are not critical to the business, which can generate confusion and increase complexity. It can also lead to security problems, as it could allow access to sensitive information to unauthorized users.

Another negative consequence is the lack of accuracy in identifying and solving problems, since the critical infrastructure and services that directly affect the availability and performance of business services are not being monitored.

To define the scope of the monitoring system it is recommended to:

• Identify the critical IT components and services that are essential to the business.
• Define the business objectives that the monitoring system should support.
• Establish access rules and permissions for users and equipment.
• Determine the levels of alert and response for each monitored component or service.
• Define the monitoring intervals and the data to be collected.
• Establish an escalation policy to ensure that problems are reported and resolved in a timely manner.
• Establish a data retention policy.

It is important to involve the business and IT teams in this process to ensure that all critical components and services are included in the scope.

4. Security requirements of the monitoring system

Considering security is key when planning the implementation of an IT monitoring system. Security requirements may include data protection and user privacy. It is important to ensure that the system meets the organization’s security requirements and is protected against external threats. IT monitoring systems are designed to collect and analyze critical infrastructure and application data, which makes them an attractive target for attackers. Therefore, it is essential that it is resilient and secure.

The consequences of not being resilient and secure can be severe for the organization. It risks compromising the confidentiality, integrity and availability of monitoring data and exposing critical and sensitive information, with all that implies in terms of impact on the organization’s reputation, loss of revenue and other business risks.

To achieve the appropriate security requirements for an IT monitoring system, it is recommended to:

• Identify security risks. This encompasses unauthorized access, tampering and interception of monitoring data during transit. By recognizing such risks, measures can be implemented to mitigate them effectively.
• Implement access control mechanisms. These include assigning roles and permissions, authenticating users, and restricting access to only those users who need it.
• Ensure the security of monitoring data. This is achieved through encryption in both transmission and storage, which prevents unauthorized interception and manipulation.
• Establish a data retention policy. It contemplates the definition of aspects such as the time and types to be stored and the security requirements to do so.

5. Monitoring tools

When selecting monitoring tools, emphasis should be placed on their ability to collect the necessary data and analyze them effectively to detect any problems. In addition, they should be scalable and capable of handling the complexity of the organization’s infrastructure.

To achieve a successful selection of monitoring tools, it is recommended to:

• Identify the monitoring requirements, including the critical systems and applications that need monitoring, the key performance indicators, and the scalability and flexibility requirements.
• Evaluate the monitoring tools available on the market against the requirements. Among other aspects, the ability to monitor infrastructure and applications, integration with other IT systems, and ease of use and configuration.
• Perform proof-of-concept testing prior to implementation. Help identify potential interoperability issues and ensure that the tool conforms to established requirements.
• Consider acquisition, configuration and maintenance costs. 

6. Alerting and troubleshooting procedures in a monitoring system

Establishing clear procedures for alert management and problem resolution, such as including the designation of a team responsible for managing the monitoring system, ensures that problems are resolved effectively and in the shortest possible time.

Proper procedures guarantee that problems are identified and solved in a timely manner, which minimizes downtime and reduces the costs associated with problem resolution. 

Best practices for successful alerting and troubleshooting procedures:

• Establish alert thresholds for key performance indicators (KPIs) being monitored. They should be defined at levels that allow problems to be detected before they become critical. It is important that they are reviewed and adjusted regularly to keep them relevant and effective.
• Define priority levels for alerts. They should be based on the severity of the problem and the number of users affected and be set according to the service level agreement (SLA). In this way, critical issues are addressed in a timely manner.
• Define responsibilities of IT team members in problem resolution. Everyone should know who is responsible for which tasks and how relevant information will be communicated. In this way, problems are solved in a timely manner and relevant information is shared with stakeholders.
• Establish escalation procedures. They indicate how information should be communicated, who should be contacted and when. They should be based on previously defined priority levels.
• Automate the problem resolution process. This speeds up problem resolution and reduces associated costs. It includes generating support tickets, assigning tasks to IT team members and communicating updates to end users.

7. Integration of the monitoring system with other systems

Integration of the monitoring system with other systems in the organization may be necessary for more effective data management. For example, in the case of incident management or asset management systems, it can help detect problems and solve them more efficiently.

In addition, integration significantly improves the efficiency and effectiveness of IT monitoring. It is important to select the tools and systems to be integrated to ensure that the integration is effective and secure.

One option is through native integrations. They are provided by the monitoring tool vendor and were designed and tested to work with the target system. They are usually easy to configure and allow users to obtain accurate, real-time data from the target system. In addition, they are usually more secure than non-native ones, as they were thoroughly tested prior to release.

Non-native integrations are done via APIs, scripts or custom connectors. While they usually work well, they sometimes present some challenges. They can also be more difficult to configure, require advanced technical knowledge, or create compatibility and security issues.

When planning system integration, it is recommended to prioritize native integrations. If one is not available, non-native integration should be done with the help of a subject matter expert, including extensive testing prior to implementation in a production environment.

8. Staff training: who is in charge of the monitoring system?

It is essential to train the staff responsible for managing the monitoring system. They should be familiar with the system and know how to use it to ensure that data are collected and analyzed effectively. 

This training also ensures that the tool is used correctly and efficiently and that the right actions are taken if a problem occurs.

Users better understand how to use the tools and how to interpret the data collected to make smart decisions and solve problems in a timely manner. It also increases user satisfaction as they feel more confident and satisfied with their work. This increases productivity and employee retention.

Training requires an investment of considerable time and resources, including the need for employees to take time off from their regular work to attend sessions, which can temporarily affect productivity. 

The associated costs, such as training staff salaries, materials and technology involved, can be significant.

Another disadvantage is that some employees may resist training. Some may feel it is an unnecessary disruption to their regular work or have difficulty adapting to new tools and processes. It is important to address these concerns and motivate employees to train.

Starting training early in the implementation process helps reduce resistance to change and creates more comfort for employees. In addition, it is important to provide easily accessible training formats, such as online training or video tutorials.

9. Testing and validation of the monitoring system

Before implementing the monitoring system, a series of extensive tests are performed to verify that it works properly. They should include realistic usage scenarios and a complete validation of the system.

The advantages of properly addressing this point are:

• Problems or errors are identified and corrected before the system is used in production, which decreases the possibility of critical failures that affect the performance of the infrastructure.
• It ensures that the requirements defined in the planning and compliance with the objectives of the monitoring system are met.
• If thorough testing is not performed, the system may suffer from problems or errors that were not detected in the development stage, which could lead to a service interruption or even a total system failure, resulting in data loss, downtime and a decrease in user productivity.

To address this point successfully, it is necessary to establish a detailed test plan that addresses all relevant aspects of the system, including integration with other systems and applications. It is important to test different scenarios from the user’s point of view to evaluate whether the system responds in high-demand or critical failure situations.

A key recommendation: have a dedicated and trained test team, which executes the necessary tests and documents the results in a clear and concise manner. It is also advisable to include automated testing to speed up the process and reduce human error.

10. Continuous evaluation of the monitoring system

A process of continuous evaluation of the monitoring system identifies possible improvements and refers to the need for periodic reviews to verify that it continues to meet its objectives and to detect any possible failures or improvements. In other words, it is essential to ensure the long-term effectiveness and success of the monitoring system.

The lack of continuous evaluation generates the risk of serious consequences such as: 

• Decrease in the effectiveness of the monitoring system. IT systems are dynamic and constantly changing, which means that monitoring requirements need to be modified at the same pace.
• Increased maintenance costs. If problems and areas for improvement are not identified early, they can become major problems that require a greater investment of time and resources to fix. 
• Decreased confidence in the monitoring system. If the system is not updated and improved over time, users and administrators may lose confidence in its ability to detect and fix problems. This can lead to lower usage and, therefore, a decrease in the effectiveness of IT management in general.

11. Conclusions on the importance of the monitoring system

• The monitoring system is a key part of ensuring that corporate systems function properly and also for anticipating problems.
• Precisely defining the monitoring objectives is crucial for collecting and analyzing the right data and achieving the expected efficiency.
• It is also fundamental to establish the scope: which IT components and services will be monitored and who will have access to the system.
• The company needs to select the monitoring tool that best suits its needs and ensure that security requirements are met to protect critical data.
• The next step is to establish clear procedures for alert management and problem resolution, including designating a team and a chain of responsibility for solving problems effectively and in the shortest possible time.
• Extensive testing should be performed to verify that the system is working properly when it goes into production and, after that, evaluate it on an ongoing basis to ensure that it adapts to changes and new requirements.