In recent years Italy has achieved important goals in relation to digital innovation. These stages of more incisive impact have resulted in an incremental increase in the use of computer tools such as
- certified electronic mail, which has now become mandatory for self-employed professionals, businesses and Government agencies,
- the introduction of an authentic electronic publishing of a government act
- the conducting of a civil process through telecommunications
- the advent of electronic invoicing for public administration
and other tools which lead Italy and its businesses to work towards a new conception of a signature and of documents through innovative modes of handling them.
The digitization of public administration is one of the most important lines of action for the reduction of public and private expenditure, with a positive impact in terms of efficiency and simplification. Towards this goal digital innovation has been achieved in an increasingly persuasive mode by legislative measures that have stimulated its use and dissemination. The scenario described is part of a European objective aimed at the establishment of a genuine single market for digital communication, eliminating the barriers imposed by national regulations, and focusing on legal and technical interoperability of electronic instruments between the countries of the European Union.
The direct consequence of all this is the progressive implementation of an information technology infrastructure in the Public Administration that is increasingly complex and integrated. To achieve this it became necessary to know in real time the state of health of the infrastructure and any problems of the services built on it. This required a monitoring system that is able to evaluate the status and the level of criticality of physical equipment such as servers, digital storage, routers, switches, load balancers, and firewalls and of the software applications that run on them such as web portals that provide services for citizens and businesses.
Omninecs, a Systems Integrator company, in the field of IT Service Management (ITSM) and Enterprise Asset Management (EAM), offers monitoring services for computer resources of physical and virtual servers and of ‘composite’ applications (web applications involving diverse software layers: web server, application server and database).
Omninecs is part of a group of providers that collaborate with each other to provide the monitoring service. Based on specific skills, groups regulated by the companies under contract, take charge of the management of the diverse monitoring issues. The inputs are the problem tickets, manual or automatic, opened within the monitoring infrastructure, that are categorized in order to be sent to the structure with the appropriate competency.
The role of the Omninecs is to
- to recognize the input from the service managers in order to personalize the monitoring tool,
- install, upgrade and release the monitoring agent,
- select adequate monitoring metrics,
- define the alarm thresholds,
- control the instrument itself.
This complex system has obviously critical aspects. First of all there is the management of the collaboration between the various players, often from different companies. This situation may generate delays and misunderstandings in the timely resolution of very urgent issues. Often there may be real clashes of opinions as to the origin of and responsibility for a given problem, especially with regard to the differentiation between the systems and the application areas.
To mitigate these problems, from a technical point of view, it would be better to automate as much as possible the sorting of incidents on the basis of clear and shared filters. From the point of view of process governance this should strengthen internal interest for the success of the project and made clear the agreements between the various companies and between them and the Public Administration.