Solutions

Detailed information on the discovered hardware and software is stored in a central database, with automatic categorisation and grouping of the data plus the ability to monitor software usage and licence compliance.

A straightforward Windows-based console is used to manage the main discovery server, offering flexible scheduling of audits plus comprehensive reporting and querying tools. Alerts can also be configured to tell you when configuration changes are made, or even when a device is moved.

Multi-platform support is another plus, and the Centennial software can be evaluated free of charge before buying. There’s also an optional Web Edition that adds browser access and a range of extra tools such as an upgrade-costing wizard and direct links to vendor Web sites.

A choice of discovery methods is provided, including SNMP, ICMP and Network Neighbourhood scans with the option to also scan for active network services. Discovered devices can then be grouped and monitored using graphical topology maps, with optional device list views also available.

The usual facilities to drill down and obtain more information, configure alert thresholds and so on are provided, with comprehensive reporting another key feature. Administrators can also send messages to local users from the central console and both reboot and switch off devices remotely where applicable.

SQL Server is required to host the inventory database, and this can be dynamically queried to determine suitable targets for software distribution tasks.

The 2003 release has been enhanced with a smaller advanced client that features enhanced support for WMI (Windows Management Instrumentation) and full integration with Active Directory. The new client is also bandwidth and location aware, using the Windows Background Intelligent Transfer Service (BITS) to distribute updates; this is a real boon when it comes to mobile users and low-bandwidth wireless links.

On the downside, SMS is Windows only. However, third-party add-ons are widely available, and some of these support other platforms. Microsoft also offers 'solutions accelerators' or blueprints, based on ITIL best practices, detailing the best way of using SMS tools for new application installation, patch management and so on.

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Unsurprisingly, the emphasis is on server management, with tools, for example, to monitor and manage RAID storage and IBM blade servers. However, desktop inventory and software distribution tools are also included, along with a usable remote control facility.

A Windows-based console is used to manage IBM Director operations with limited Web-based access also possible. Many of the optional modules will be bundled when the forthcoming version 5.1 ships (expected Q3 2005), along with a new software development kit to encourage further development of add-on modules.

Automated discovery of managed devices, hardware/software inventory and software distribution are core features of the LANDesk package, along with licence monitoring and remote control. It's also possible to extend the inventory features to include business as well as IT assets, and take control of security updates via the optional Patch Manager add-on.

The company recently released a Security Suite add-on. Among other features, this offers vulnerability scanning of client systems, spyware detection and removal, plus the ability to block access to specific applications, IP addresses and USB ports.

A Windows host is required to run LDMS, along with a SQL database, but MDSE software is included and, on the client side, there’s extensive cross-platform support.

A range of optional management tools can be purchased for use with PC-Duo, starting with a very comprehensive hardware and software inventory module. Add the diagnostics module and you can compare configurations and restore damaged applications remotely. And with the software distribution module it’s possible to push packages and updates out to clients as well as schedule, monitor and manage the process.

Remote control is another useful option, enabling support staff to take full control of problem systems. There’s also an integrated helpdesk application with a Web interface to manage and monitor support calls.

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Most small businesses start out with the Network Node Manager product, effectively an SNMP network discovery, mapping and monitoring tool. This is seen as an industry standard and is widely supported with plug-ins from other vendors to monitor and manage their hardware/software products.

There are OpenView products to manage user access and authentication, network security, patch management and so on. A helpdesk application is also available along with tools to manage regulatory compliance.

Although it's termed a management framework, it's worth noting that OpenView is also a brand, and the level of integration can vary from one product to another.

As well as the base Tivoli framework, for example, there are monitoring tools for servers running Windows, Linux and Unix, plus a range of applications such as Microsoft Exchange, Lotus Notes/Domino and a variety of databases. You can also get software to handle software distribution and server provisioning, manage access security, storage and compliance requirements.

Third-party add-ons are also available, plus there’s a new Change and Configuration Management Database for compliance with best practice recommendations from the Information Technology Infrastructure Library (ITIL).

Exactly what you need to buy and how much it will cost will depend on individual circumstances, and deploying Tivoli software from scratch can be a daunting task. But that’s the case with all of the management frameworks, and there’s plenty of help to be had, both from IBM and its reseller network.

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BigFix agents are deployed to every system that needs to be updated, with agents available for all versions of Windows from 95 onwards, Mac OS and most Linux and Unix implementations. Updates are made available via the BES server in the form of 'fixlets', either by BigFix itself or authored in-house.

Fixlets are encrypted for security and can be tested for compatibility before being distributed locally to appropriate targets. An intuitive administrator console is used to manage the update process; this can also be used to mange the optional inventory, software distribution and endpoint security tools also available for the BES platform.

When installed on a local Windows server, WSUS will retrieve patches from the same Web-based update service that's used to apply updates to individual Windows PCs. These patches can then be tested for compatibility before being marked for general distribution. Clients are simply pointed to the local update server rather than the Web update service and updates retrieved using the built in Windows Background Intelligent Update Service (BITS).

Although it's limited to patches produced by Microsoft, WSUS is a useful and usable management tool. A browser-like interface is employed with flexible scheduling facilities for update retrieval.

Note that WSUS is a replacement for the earlier Software Update Server (SUS) tool and that users of Systems Management Server 2003 get similar functionality as standard.

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Several services are available, including Web Site Perspective, a popular small business tool that requires no special software to be installed at the customer site, yet can break down performance into a number of useful metrics. These include domain name service lookup or redirect time, as well as Web-level information such as the time taken to download individual page components, enabling support staff to precisely pinpoint the cause of any performance delay.

Transaction performance can also be measured, and tools are available to generate the necessary test code without the need for scripting. Extensive reporting and graphing tools are also provided, the service being delivered and managed via a straightforward browser front end.

As well as consolidating and reporting events, MOM 2005 management packs also include scripts to actively resolve problems, either in response to an alert or under manual operator control.

MOM 2005 can be deployed agent-less, collecting data using industry-standard protocols such as DMI, or configured to use custom Windows agents. It supports 64-bit applications and can forward information both up and down a multi-layered management network.

The key focus is on managing Exchange, SQL Server and other Microsoft applications, although third-party management packs are available as well as a Web-based connector framework for integration with other management tools and platforms.

An SME Workgroup Edition, for networks with up to 10 servers, is available.

Performance data is displayed via the graphical Visual Path Analysis module, with a breakdown to help identify bottlenecks. There’s also a useful SmartView feature that lets you, for example, see the number of visitors who clicked through a particular link. The number of clicks and the path most users take can also be superimposed directly on a pages as they’re viewed -- information which can be invaluable when redesigning sites or planning new applications.

Along with the built-in analysis and reporting tools, another useful facility in WebTrends is integration with Microsoft Excel. The SmartReports for Excel option provides Visual Basic integration of Web traffic data, enabling customers to download click stream information directly into a spreadsheet and then generate reports and graphs as required.

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No special software is required at the operator end, and with the latest release it’s possible to automatically assign and escalate support calls based on predefined rules, such as user or problem type, with a structured history another useful feature. End users can also raise support tickets directly and monitor call status online.

A database of common solutions can also be created, and the NetSupport package includes a comprehensive set of management reports that can be run to see how many calls have been handled, call status, average resolution time and so on.

Along with the usual facilities to raise, assign and escalate support tickets, ServiceDesk Plus features a self-service portal for users to raise and monitor tickets themselves. Purchase order tracking, contract management and the ability to define and monitor service level agreements (SLAs) are other key features of the package. It’s also possible to build/search a custom knowledgebase and run reports to extract comprehensive management/status information.

ServiceDesk Plus can be integrated with the vendor’s OpManager network monitoring tool, which, among other features, allows for the automatic issuing of helpdesk tickets when network faults are detected. Other management tools can also be added and there’s a free version of the software available, limited to networks of up to 25 clients.

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