Digital commerce
E-commerce, payments, authentication and digital journeys.
BUSINESS SERVICE MONITORING
View technology through the service it delivers to the business.
A digital operation rarely depends on just one server, application or link.
A business service can span applications, APIs, databases, infrastructure, networks, cloud and external dependencies.
When these layers are monitored in isolation, the company sees components.
Add Solution structures Business Service Monitoring to correlate these dependencies and turn technical signals into a view focused on their impact on the services that support operations.
APPLICATIONAPI / DBNETWORK
SERVICE MODEL · DEPENDENCIES
HEALTHIMPACTPRIORITYOWNER
ENGENHARIA APLICADA
Componentes técnicos precisam ser lidos pela perspectiva do serviço que entregam.
A Add Solution relaciona serviços, jornadas, dependências e sinais técnicos para mostrar impacto e orientar prioridade operacional.
Arquitetura, execução e operação tratadas como partes da mesma responsabilidade.
COMPONENT ≠ SERVICE
Infrastructure can be green while the business is red.
Every component may appear healthy on its own while the delivered experience or service is still degraded.
01SERVER · GREENCOMPONENT
02DATABASE · GREENCOMPONENT
03NETWORK · GREENCOMPONENT
04APPLICATION · GREENCOMPONENT
05BUSINESS SERVICE · REDIMPACT
SERVERS, NETWORKS, AND APPLICATIONS ARE COMPONENTS. WHAT THE COMPANY ACTUALLY CONSUMES IS SERVICES.
FROM TECHNOLOGY TO OPERATION
The closer technology is to the business, the more it needs to be interpreted in terms of impact.
Business Service Monitoring organises components and dependencies to represent the health of services that matter to operations.
- 01
INFRASTRUCTURE
Base técnica.
- 02
NETWORK
Base técnica.
- 03
APPLICATION
Base técnica.
- 04
DATABASE / APIs
Contexto do serviço.
- 05
BUSINESS SERVICE
Contexto do serviço.
- 06
USER / OPERATION
Experiência e operação.
WHAT BSM CONNECTS
A layer above technical telemetry.
Infrastructure monitoring, network monitoring, APM, logs, events, synthetics, availability and service models may contribute, depending on the architecture.
01TECHNICAL COMPONENTSCONTEXT
02DEPENDENCIESCONTEXT
03SERVICE MODELCONTEXT
04BUSINESS CONTEXTCONTEXT
05SERVICE VISIBILITYCONTEXT
BUSINESS SERVICE MONITORING ANSWERS: IS THE SERVICE THE BUSINESS USES WORKING?
SERVICES, NOT CASES
Users describe what they cannot do—not the component that failed.
They say they cannot invoice, sell, serve customers or access a service. The examples below are conceptual and do not represent clients.
Corporate operations
ERP, CRM, invoicing, collaboration and corporate applications.
Critical operations
Hospital, logistics, industrial and service systems.
Shared capabilities
Identity, APIs, directories, databases and external services that support multiple services.
SERVICE MODEL
To understand impact, we first need to understand dependencies.
Applications, servers, VMs, containers, databases, APIs, network, cloud, authentication, storage and external services can form the model, depending on the actual service.
01BUSINESS SERVICESERVICE
02APPLICATIONDEPENDENCY
03API / AUTHDEPENDENCY
04DATABASE / CLOUDDEPENDENCY
05SERVER / NETWORKDEPENDENCY
THE BEST MODEL IS THE ONE THAT REPRESENTS THE REAL SERVICE — NOT THE ONE THAT PRODUCES THE PRETTIEST DIAGRAM.
The symptom can appear far from its source.
A portal, API, authentication and database form a chain. An authentication failure can affect the portal even when the web server remains healthy.
The component showing the symptom did not necessarily cause the problem.
One dependency can support several services.
Shared identity, network, database or API dependencies can spread impact across apparently independent services. Knowing these relationships helps explain the potential blast radius.
BUSINESS IMPACT
Technical priorities and business priorities are not necessarily the same.
Severity helps explain the event. Impact helps decide where to act first.
01TECHNICAL EVENTIMPACT PATH
02COMPONENTIMPACT PATH
03SERVICE DEPENDENCYIMPACT PATH
04BUSINESS SERVICEIMPACT PATH
05BUSINESS IMPACTIMPACT PATH
WHEN EVERYTHING IS CRITICAL, NOTHING IS A PRIORITY.
SERVICE HEALTH
Available does not necessarily mean healthy.
Criticality, priority, service hours, dependencies, users, location and business unit can influence the logic defined with each client.
HEALTHY
The model indicates that the service meets the defined conditions.
DEGRADED
The service remains available, but has lost quality or functionality.
UNAVAILABLE
A condition defined as essential is not being met.
UNKNOWN
The available signals do not allow the state to be determined confidently.
A CONSOLIDATED INDICATOR IS ONLY USEFUL WHEN ITS LOGIC CORRECTLY REPRESENTS SERVICE DEPENDENCIES.
An essential function can fail while the rest continues to respond.
The home page, search and product pages can work while checkout or payment fails. Synthetics can simulate journeys, endpoints and transactions according to the technology and objective.
Application Performance (APM)One experience for the user. Many dependencies for operations.
Login, search, transaction and confirmation may span different components but are experienced as one journey.
OBSERVABILITY DATA
BSM does not need to recreate all telemetry. It needs to give existing telemetry meaning.
Sources are integrated according to availability, quality, platform and operational need.
Infrastructure
Component health, availability, capacity and events.
Applications & transactions
Performance, errors, critical transactions and instrumented experience.
Network & cloud
Paths, connectivity, workloads, distributed services and external dependencies.
Logs, events & assets
Evidence, changes, asset identity and technical context.
SERVICE TOPOLOGY
Topology gains meaning when each relationship represents a service.
Manual modelling, automated discovery, telemetry-derived relationships and integrations can complement each other. No method guarantees universal mapping.
01BUSINESS SERVICERELATION
02APP / API / AUTHRELATION
03DB / CLOUD / DIRECTORYRELATION
04SERVER / NETWORKRELATION
05USER EXPERIENCERELATION
IN DYNAMIC ENVIRONMENTS, THE MODEL MUST EVOLVE ALONG WITH THE SERVICE.
APM examines the transaction in depth. BSM extends the context to the service.
APM asks what happens inside the application. BSM interprets what that behaviour means for the delivered service.
Application Performance (APM)Network degradation can affect a service without taking servers down.
Network paths, connectivity and dependencies need to be connected to the application and service.
Network Performance & VisibilitySERVICE LEVEL OBSERVABILITY
Availability needs to be interpreted at the right level.
A highly available server does not guarantee the same availability for the service delivered to the user.
SLI
The observed indicator, such as availability, latency, success or errors.
SLO
The desired target for the service indicator.
SLA
The formal commitment, where applicable.
Service success
The right indicator depends on what success means for that service.
SERVER UP ≠ APPLICATION HEALTHY ≠ TRANSACTION WORKING ≠ BUSINESS SERVICE HEALTHY.
FROM TELEMETRY TO EOC
The EOC needs to ask which services are affected.
Not just which devices are in alarm. Service context supports prioritisation, investigation and operational action.
01TECHNICAL TELEMETRYOPERATION
02SERVICE MODELOPERATION
03BUSINESS IMPACTOPERATION
04EOCOPERATION
05INVESTIGATION / ACTIONOPERATION
A completed change still needs to be validated against service health.
Baselines, change, observation and comparison help validate behaviour after maintenance, a project or deployment.
Turn-Key ProjectsAI can help correlate signals. Understanding the service still depends on context.
Anomalies, event grouping, impact analysis, pattern recognition and assistance in identifying probable causes depend on the technology and model.
CLEAR BOUNDARIES
Business Service Monitoring is not just another name for monitoring.
It is a layer of context that complements existing capabilities without replacing them.
BSM ≠ APM
APM details applications and transactions; BSM connects that behaviour to the service.
BSM ≠ ITSM
ITSM structures processes; BSM provides an operational view of health and impact.
BSM ≠ CMDB
A reliable CMDB can support relationships, but is neither a universal requirement nor a replacement for the model.
BSM ≠ BI
BI analyses business data; BSM connects technology health to the delivered service.
ADD SOLUTION METHOD
Creating a dashboard is simple. Modelling the service correctly takes engineering.
Business Service Monitoring starts by understanding what the company must keep delivering.
- 01
Understand
Serviço e dependências.
- 02
Discover
Serviço e dependências.
- 03
Model
Serviço e dependências.
- 04
Integrate
Dados, contexto e impacto.
- 05
Correlate
Dados, contexto e impacto.
- 06
Prioritise
Dados, contexto e impacto.
- 07
Operate
Operação e evolução.
- 08
Evolve
Operação e evolução.
WHEN BSM MAKES SENSE
Signs that technical monitoring needs service context.
The problem appears when the operations team knows the alarms but cannot quickly explain their impact.
We have thousands of alerts and little visibility into their impact.
An assessment helps structure services, sources and priorities.
We know which devices failed, but not which services were affected.
An assessment helps structure services, sources and priorities.
Each team sees only its own technology.
An assessment helps structure services, sources and priorities.
The NOC manually investigates the impact of every alarm.
An assessment helps structure services, sources and priorities.
A single incident generates dozens of alerts.
An assessment helps structure services, sources and priorities.
We cannot prioritise incidents by business impact.
An assessment helps structure services, sources and priorities.
We have an SLA, but struggle to measure the end-to-end service.
An assessment helps structure services, sources and priorities.
We do not clearly understand the dependencies of critical services.
An assessment helps structure services, sources and priorities.
BUSINESS SERVICE ASSESSMENT
Assess your service visibility If a critical component fails now, does your team know which services will be affected?
Add Solution can assess critical services, applications, dependencies, telemetry and operational processes to identify how to turn technical monitoring into a view focused on business impact.
PERGUNTAS FREQUENTES
Decisões importantes sobre Business Service Monitoring
Respostas objetivas para dúvidas técnicas e operacionais que costumam surgir antes de um projeto.
01Como a Add Solution aborda um projeto de Business Service Monitoring?
Modelagem por casos prioritários, validação com owners, indicadores e regras de propagação reduzem mapas decorativos. A solução é dimensionada a partir do contexto do cliente, com responsabilidades e critérios de aceite definidos antes da execução.
02Quais informações precisam ser avaliadas antes da definição da solução?
Serviços, owners, usuários, SLIs, jornadas, componentes, dependências, criticidade e regras de impacto. Esse diagnóstico evita recomendações genéricas e ajuda a priorizar aquilo que efetivamente reduz risco ou melhora a operação.
03A solução pode aproveitar o ambiente tecnológico existente?
CMDB, APM, infraestrutura, rede, cloud, logs, eventos e ITSM podem alimentar uma visão de serviço. O que deve ser mantido, modernizado, integrado ou substituído é decidido por aderência técnica e valor operacional, não por uma premissa de renovação total.
04Como a Add Solution reduz riscos durante implantação ou mudança?
A execução considera dependências, janelas, validações, comunicação, evidências e rollback quando aplicável. Mudanças críticas são divididas em etapas verificáveis para preservar a continuidade.
05Como o ambiente continua evoluindo após a entrega?
Mudanças de arquitetura, serviços, ownership, indicadores e incidentes precisam atualizar os modelos. A continuidade pode ser assumida pela equipe do cliente, pela Add Solution ou por um modelo combinado, conforme o escopo contratado.
FALE COM UM ESPECIALISTA
Vamos conversar sobre Business Service Monitoring.
Share the context of your environment, the perceived impacts and the results your organization seeks. Add Solution will direct the conversation to the most appropriate experts.
CONTEXTO DA CONVERSABusiness Service MonitoringOrigem e interesse são registrados automaticamente no atendimento.