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Platform Feature List.

Our platform provides numerous continuously evolving features, listed below. The list is updated regularly, and represents an overview of current capabilities.

Infrastructure Management

Adaptive Ping Engine
  • Configurable per poller
  • Adapt to network conditions for each monitored device
  • Latency and packet loss statistics
SNMP
  • Scripted polling engine
  • Poll state, statistics, thresholding, and generate alerts
  • Customisable controls per polled items
    • Enable, disable, and threshold customisation
    • Global defaults with overrides
  • Thresholding over customisable time periods
  • Complex polling scenarios with scripting capability
  • Poll individual SNMP OID’s or walk SNMP tables
    • Poll results processing with C# scripting for state, statistics and thresholding
  • SNMP Access Profile to define snmp community strings, timeouts, retries and custom port settings
  • Easy setup using centralised Admin Packs library
  • Import device SNMP data to simplify platform configuration for new device types or assist in fault finding
  • SNMP trap processing
    • Profile based allowing any trap to be represented with appropriate alert text and severity
    • Topology processing for link availability
HTTP Polling
  • HTTP protocol health of websites, web services or web applications
  • Customisable scripting engine. Poll multiple content types to capture
    • HTTP protocol response state
    • HTTP response performance statistics
      • Total response time
      • Response breakdown to show performance of different content types (e.g. static vs. data driven content)
  • SSL protocol monitoring
    • SSL certificate expiry
    • SSL certificate name mismatch
    • Check and warn if obsolete and vulnerable SSL protocols are enabled
DNS Polling
  • Customisable DNS polling
    • Supports all relevant DNS record queries, e.g. A, MX, NS, URI, CNAME etc
    • Query response validated against pre-configured values
    • Generate alerts if DNS response not as expected
API Polling
  • Flexible API based polling, customisable to query various APIs, e.g. 
    • Viptela vManage
    • VMware vCenter
  • Supports multiple authentication methods to the API
  • Customisable polling scripts for each API
  • Simple import of discovered devices into platform for monitoring
  • Supports API based polling of devices for 
    • State
    • Statistics
    • Thresholding
NetFlow and sFlow Collection
  • Breakdown of NetFlow or sFlow information
    • Top Talkers
    • Top Listeners
    • Top Conversations
    • Top Applications
    • Top Protocols
    • Top Types of Service
Syslog
  • Generate alerts
  • Collect and store Syslog with search capability
  • C# scripting for customisation
TACACS AAA
  • Managed devices can use poller as a TACACS AAA server
  • Authentication
    • Gemmb database used to authenticate access to the device
    • Integrates to Configuration Harvest engine to allow for a randomised one-time password
  • Authorisation
    • Use the Gemmb security system to define the access rights a person has to the device
    • Administrator or Non-Administrator (read-only) access
  • Accounting
    • Record all authentication attempts
    • Record commands issued to the device
    • Accounting information is secured using the platform's security system
Configuration Harvesting
  • Flexible scripting engine
  • Issue any command to a device and record output to be saved as configuration documents
  • Documents saved and compared to previous version
  • Utilise Telnet, SSH, or SNMP initiated TFTP protocols
  • Configurable time of day for the daily schedule
Poller
  • Available for Windows, Linux, and Docker
  • Poller assignment
    • Default customer poller
    • Deploy multiple poller within a customer
    • Assign to region, location, or per device
  • Poller administration and deployment
    • Roles based
    • Delegate poller deployment per your requirements
    • Allow customer to deploy pollers if required
  • Flexible poller configuration
    • Ping engine “dead-time”
    • SNMP poll interval
    • HTTP poll interval
    • Protocol ports – NetFlow, Syslog listening ports
    • Statistical rollup period
  • Simple upgrade
  • Self monitoring
  • Comprehensive in-built “watch dog”
    • Automated recovery from rare software failures
    • Automated recovery from failed upgrade process
  • Overdue (offline) poller notification
  • Backup poller registration
  • Dynamic IP address support
    • Dynamic IP address resolution of devices that do not have fixed IP addresses and utilise dynamic DNS
Master Poller
  • Available for Windows,  Linux and Docker
  • Allow multiple customers to be polled by a single Master Poller. A truly multi-tenanted poller
  • Create a Virtual Poller for a customer on a Master Poller
  • The Virtual Poller appears like a standard poller, allowing assignment to regions, location, devices or as customer default
  • Utilised in cases where a Managed Service Provided has already invested in connectivity to multiple customers from their data centre
  • Handles routing to different customers if required
  • Ideal for Internet Service Providers or MPLS Service Providers where all customer devices are reachable from a core monitoring network
Scheduling
  • Poll 24x7 or according to specified schedule
    • Time zone aware
    • Customisable for each polled item
CMDB IP Address Conflict Management
  • Auto-detection of duplicate IP address in the CMDB where there is a polling conflict
  • The CMDB allows any IP address to be assigned to any device, but if a poller is assigned two devices with the same address, the conflicting assignment is denied and a report is issued to the administrator
Topology Discovery
  • The polling topology of a customer's managed devices is discovered
  • Topology discovery and dependencies will handle cases where not all devices are managed by the service provider
  • Dynamic integrated topology display on web site.
    • Quick visualisation of network topology and the state of each managed device
  • Integrates into service desk
    • Used for root cause analysis
    • If multiple devices become unreachable, the topological information allows a single ticket to be created for the entire “incident”
Snmp Network Discovery
  • Discovery of devices on the network using Snmp
    • Import discovered devices and locations into the Cmdb for monitoring
    • Supports import using the Gemmb Import tool for ease of editing of discovery results
Connector
  • Automated “One Click” access to monitored devices
  • Secure AES-256 encryption, using a one-time encryption key for all connectivity
  • Built-in support for Http/Https, Telnet, SSH, and RDP protocols
  • Connection brokered by poller
  • All traffic is outbound from the poller and from the operator's PC
    • Simplified customer firewall rules. In most cases, no customer firewall rule changes are required
    • Compatible with most proxy servers
      • Basic and Integrated authentication support
  • Integrates into the platform's Password Vault system
    • Connect without revealing credentials to operator
  • Supports two-factor authentication
Tools
  • User initiated tools for remote troubleshooting
    • SNMP Live Query
    • Ping
    • Trace Route
    • Connector
      • Remote Desktop
      • Telnet
      • Ssh
      • Http/Https
    • Shell
    • PowerShell
    • Windows Desktop Sharing
    • Windows Services list/start/restart/stop
    • Windows Processes list/terminate
    • Live Server Stats (CPU, memory, disk, etc)
    • Windows Update
Web Site
  • Status display
    • Supports complex hierarchical device configurations
    • Aggregates device status for quick status overview
  • Alerts dashboard
    • Integrated with service desk
    • Acknowledgement of alerts
      • Adapts to customers' auto ticketing configuration
      • Assign to tickets
      • Create new tickets
      • Acknowledge only
  • Statistics display
    • Supports complex hierarchical device configurations
    • Custom time selection and data aggregation
      • Display raw data where supported
      • Day by hour analysis (a.k.a. "busy hour")
    • Export statistics data to Excel
  • Monitoring tools at your fingertips
    • SNMP Live Query
    • Ping
    • Trace Route
    • Connector
    • Accessible from all relevant parts of the web site
      • ​Integrated with service desk
      • Integrated with monitoring
      • Integrated with CMDB
      • Integrated with topology
      • Windows Services start/stop

Server Monitoring

Server Agent
  • Available for Windows and Linux
  • Light-weight (100MB RAM and minimal CPU usage)
  • Central configuration via web site
  • Flexible, scripted monitoring engine
    • Monitor any aspect of the server environment
  • Monitor state, statistics, thresholding, and generate alerts
  • Customisable controls per monitored items
    • Enable, disable, and threshold customisation
    • Global defaults with overrides
  • Thresholding over customisable time periods
  • Just-in-time Windows remote desktop access 
Scheduling
  • Monitor 24x7 or according to specified schedule
    • Time zone aware
    • Customisable for each monitored item
Shell and PowerShell
  • Execute shell / PowerShell scripts on the computers directly from website​
Windows Desktop Sharing
  • Secure desktop sharing using the Server Agent as host
  • Uses Connector application as the client
    • View or interact with user's session
      • Level of access is customisable
    • View or interact with elevated privilege desktops (Windows Secure Desktop)
      • Level of of access is customisable
Windows Event Log Monitoring
  • Flexible and easily customisable
    • Select which event logs to monitor
    • Select Event Levels to monitor
    • Select individual Event IDs to monitor
    • Select which Event Levels to alert on
      • Integrated with Service Desk
      • Automatic ticket creation
Windows Update
  • Mnitoring of Windows Updates
    • Alerting on overdue updates
  • Management of Windows Updates
    • Regularly check for and automatically install updates
  • Manual Windows Updates via the website (check / download / install) including optional updates
Windows Desktop Sharing
  • Secure desktop sharing using the Server Agent as host

AWS Monitoring

Utilises AWS CloudWatch API
  • Collect data from various AWS services, e.g.
    • EC2
    • RDS
    • ELB
  • Poller can poll any metric exposed by CloudWatch
  • Collect status, statistics and thresholding information
    • Individual configuration per AWS metric
    • Global threshold settings with individual overrides
  • Data collected is integrated into platform features such as
    • Alerting
    • Service Desk
    • Reporting

Web Site UI

Rebranding
  • Supports rebranding and custom URL (domain)
Globalisation
  • Multi-lingual, with translation administration facility
  • Time zone aware
Secure
  • Secured by platform's security system
  • Display adapts to user roles
  • Supports customer roles
  • Supports service providers roles
  • Supports two-factor authentication
Responsive
  • Built using HTML 5 and Javascript
  • Mobile friendly
Complete Platform Feature Coverage
  • Web driven platform, securely accessible from anywhere
    • Web site contains all aspects of the platform
    • Administration from web site
    • Monitoring tools available from web site
    • Apps (Connector, Reporter, Import) installed from web site
    • No central management console required
Web API Driven
  • All web site capabilities are available via core Web API

CMDB Import and Export

Excel Add-In
  • Download the Gemmb Import Excel Add-In to enable import into the CMDB from Excel
    • Utility sets up the required worksheets for data entry
    • Simplifies bulk import of items during on-boarding
    • Data is validated against back end CMDB before import
  • Supports export of customer data from CMDB to Excel
  • Supports export of SNMP device discovery to Excel for easy of editing
    • Import edited data into CMDB
  • Uses the Web API for communication
    • Supported over the internet or intranet
    • Secured by the same login and access as the website
CMDB Sync
  • Connect to external databases and execute SQL scripts to gather CMDB data from other sources
    • Map the external data fields to the platform's relevant items and properties
    • Platform validates data before importing
    • Can execute the queries on a schedule

Service Desk

ITIL Support
  • Incident, Change and Problem ticket, and Service request support
Integrated
  • Complete integration into the platform's monitoring system
  • Integration into service management
  • Secured by platform's security system
Team Oriented
  • Team based ticket assignment
  • Automatic or manual assignment
Ticket Groups and Routing
  • Ticket groups allow for predefined configuration information
  • Tickets are routed to an appropriate ticket group on creation
  • Customisable ticket auto closure times
  • Predefined team assignments
  • Approver teams for Change tickets
  • Roles based ticket suspension duration
    • For example, Level 1 can suspend for 8 hours, whilst Level 3 can suspend for 24 hours
  • Customisable closure code definitions
    • Capture root cause when a ticket is closed
    • Report on closure code
    • Optionally set closure code to allow filtering from Reporting system
  • Adjust ticket priority based on time of day
    • Time zone aware
    • Weekday, Saturday and Sunday configurations
  • Change priority or disable ticket creation based on predefined hours
    • Tightly match the customer requirements, for example: “Don’t create tickets between 9pm and 7am on Sundays because the power is always cut to the building”
  • Ticket assignment to team and team members
    • Automatic and manual
    • Assign to team member based on current ticket work load and individual’s availability
Auto Ticketing
  • Customisable auto ticketing rules for infrastructure monitoring alerts
    • Fully automatic
      • Create and assign to tickets based on poller logic
      • Uses network topology and alert for correlation and root cause analysis
    • Semi automatic
      • Control assignment to existing tickets
      • Restrict creation of new tickets
    •  Manual
      • Poller will generate alerts only, not tickets
      • User acknowledgement of alerts initiates ticket creation or assignment
  • Control device to ticket assignment, with options to
    • Force one ticket per alert
    • Allow only a single device per ticket
    • Allow root cause analysis and multiple devices per ticket within a customer
Multi-Tenant Service Desk
  • Differentiate service provider and customer tickets
  • Allow customers to create tickets in their own isolated Ticket Group
  • Share tickets easily and securely
  • Include customers in key processes such as Change Management
Support for SLA
  • Define Response and Resolution SLA
    • Tailor to ticket priority
  • Driven by the service catalog
    • SLA is dependent on the service catalog “purchased” by the customer
  • Time zone and business hours aware
    • Pause SLA outside predefined hours
    • Time zone definable per device (by its location), or can be a predefined time zone
  • Support for service level based timers to trigger events for notification or external integration
    • Response timer to capture initial interaction with ticket
    • Resolution timer to track overall resolution progress
    • Update timer separately configurable for open and suspended tickets to track timely interaction with tickets
Device Assignment
  • Automated assignment of devices to tickets
  • Automated SLA assessment based on assigned devices
Ticket Templates
  • Create predefined templates to present to your users and customers
  • Capture relevant information for ticket creation
  • Use to create Incident, Change, Problem or Request tickets
    • Route tickets
    • Automate ticket assignment to teams and team members
  • Use Html editor to customise input form
Ticket Search
  • Search customer tickets based on many criteria
  • Free text search of ticket and journal information
  • Export results to Excel for easy reporting
Ticket Structure
  • Journals
    • Private journals. Flag a journal as only readable by “your” staff
    • Upload files to a journal
    • Edit or delete can be controlled by security
    • Draft journals
  • Contact assignment
    • Automatic and manual
    • Primary and secondary contacts
    • Tailor notifications. For example, primary contacts become “Email To”, and secondary contacts are “Email CC” addresses
  • Complete visibility of alerts assigned to ticket
    • Acknowledge alerts directly in ticket
    • Alerts control ticket state
    • Disable ticket closure if there are unacknowledged alerts
    • Suspended ticket moved to “In Progress” when there are new alerts
  • Ticket state drives SLA timers
  • Associate related ticket
    • Alert routing aware of related tickets to optimise routing of alerts to an appropriate ticket
  • Business Service assignment
    • Automatic and manual
  • Upload files to tickets
  • History and service level conformance logs
  • Ticket closure
    • Resolved status places ticket in an "Auto Close" status. Allows customer to intervene prior to final automated closure
    • Closure code captured for reporting
Web Site
  • Ticket dashboard
    • Integrated into infrastructure monitoring
    • Integrated into SLA from service management
    • Operator sign-in
      • Team selection
      • Support for multiple teams per operator
      • Used by automatic ticket assignment algorithm

Knowledge Management

Knowledge Bases
  • Support for multiple knowledge bases
  • Knowledge articles support mappings to
    • Devices
    • Business Services
    • Contacts
    • Tickets
Integrated
  • Integrated into tickets and devices, where relevant knowledge articles are suggested to the user

External System Integration

Integration Profiles
  • Customisable for external systems, e.g. ServiceNow
  • Supports SOAP and REST API
  • Define data mappings between the platform and external system
​Service Desk Events
  • Supports two way integration
    • Local events trigger outbound integration
    • External system events call inbound methods
  • Define triggers on service desk events configurable for all available ticket types, e.g.
    • Ticket creation
    • Ticket update
    • Assignment change
    • State change
    • Timer events
      • SLA triggers
    • Journal events
      • Create
      • Read
      • Update
      • Delete
External Applications
  • Configurable with OAuth to access Gemmb Api data
  • Linked from web site menu for easy access

Service Management

Service Catalogs
  • Build your service porfolio by creating service catalog items
  • Service catalog items are a collection of services and service levels
  • Assignable to devices
  • Secured by platform's security system
  • Control who can assign service catalog items
  • Customise as required
    • Create service provider “common” service catalog items
    • Customise for specific customers
Services
  • Represent platform infrastructure monitoring capabilities
  • Create services by bundling monitoring capabilities
  • Controlled and secured by platform's security system
Service Levels
  • Control the applicable SLA in tickets
  • Define SLA timers based on ticket priority
  • Time zone aware SLA coverage times
  • Coverage times customisable to meet business hours and support requirements
Service Management Report
  • Reports on all service catalog to device assignments
  • Export to Excel for quick reporting

Eventing and Notification Engine

Notification Profiles
  • Highly customisable
  • Format email or SMS notification templates using HTML editor
  • Multi-lingual and time zone aware
  • Customises each email to the recipient's time zone
  • Selects correct language template based on the recipient's language settings
Event Driven
  • Associate events to notification profiles
  • Events such as ticket creation, ticket update or journal creation are supported
  • Extensible scripting for customisation of events
Third Party Integration
  • Associate events with outbound API calls
  • Full access to the data associated with the event, such as ticket information, journal data
  • Make HTTP calls to third party systems
    • Include HTTP headers and authentication information in outbound HTTP request
    • Uses C# scripting for complete flexibility

Reporting

Word Add-In
  • Download the Word Add-In for easy reporting
  • Reporting object provided as standard Microsoft Word charts, tables or embedded Excel spreadsheets
  • Template driven
    • Create the report structure once as a template, and process the report multiple times, when needed
    • Supports batch processing of multiple customers' reports based on same template
  • Supports business hours and between hours reporting
  • Supports reporting split by locations, regions, device types or device groups
  • Reporting objects can be styled to any supported Word style. You can customise colours, fonts, chart styles, edit titles, descriptions etc.
  • Uses the Reporting API to get data from the back end
    • Supported over the internet or intranet
    • Secured by the same login and access as the website

Platform Security

Hierarchical
  • Supports inheritance
  • Intuitive administration
Comprehensive
  • Over 40 secured item types
    • Devices, Locations, Regions, Users, User Groups, Pollers, Password Vaults, etc.
  • Security Access Systems
    • Functional grouping of the platform's major components, for example Service Desk, CMDB, Monitoring, AAA etc.
  • Granular assignment of permissions
    • Permissions are customised depending on item type and access system
  • Roles are a combination of permissions assigned to a user group
    • Members of that user group assume that role
  • The security system is also secured by platform's security system
  • You can create new Security administrator roles for specific access systems and item types
    • Each item type has a Security flag for each access system. Assigning this flag to a role allows Security administration of that item type
    • You have full control of delegation of Security administration to each item type in each access system
      • Service providers can delegate platform administration to each of their customers, if required
Two-Factor Authentication
  • Supports two-factor authentication
  • Utilises one-time password
    • Used for logging in to web site 
    • Used to further secure access to resources
      • Only allow access for users who have two-factor authentication enabled
      • Reauthenticate users using two-factor authentication before allowing access to these resources
Single Sign-On
  • Supports OpenID and SAML based enterprise identity providers
    • Supports automatic user creation
    • Supports automatic user group assignment
  • Supports authentication using public identity providers
    • Google
    • WeChat
  • Supports Active Directory
    • Supports automatic user group assignment
    • Requires Windows Agent

Web API

Comprehensive
  • Provides comprehensive access to all system capabilities
    • Allows integration to any external application capable of performing web requests
    • Built using Microsoft's Web API technology
    • Supports a broad range of clients and data formats
Secured
  • API accessible to all authenticated users
  • API Key support for easy programmatic integration to third party systems
    • API Key used to identify a user account
    • Permissions granted based on role
  • Access, permissions and data is secured by the platform's security system
Easy to Use
  • RESTful by nature
  • All API objects and methods are documented, with samples
© Gemmb
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    • Multi-Tenancy
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  • About
    • About Us
    • Contact
  • Software
    • Release Notes
  • Features
    • Feature List
    • Supported Monitoring