10.5 Fault management

While configuration management is focused on problem avoidance, fault management focuses on the notification and disposition of problems that occur. No matter how excellent your management practices and processes are, you will encounter fault conditions. Fault management is the process of addressing these problems when they occur. Most management applications and practices divide fault management into three segments: fault detection, fault notification, and fault resolution.

In an Exchange environment, fault management is typically available from three primary sources: Windows built-in tools, Exchange management tools, and third-party applications. Windows Server’s primary built-in tools are the System Monitor and the Event Log. System Monitor can provide threshold alerting and notification for both system events and performance counters. The Event Log is used by the operating system, as well as applications like Exchange Server, to record informational and critical events that occur during run time. For Exchange, server and link monitors are available as additional tools that can provide a mechanism for detection and notification of critical problems such as service failures or link outages. In addition, tools such as WinRoute and MailQ are available on the Exchange Server CD to aid in transport and queue management. Third-party applications provide the most functionality in these areas, however.

While it is possible to set up comprehensive detection and notification mechanisms using only Windows’ and Exchange Server’s built-in tools, I would not want to be responsible for any sizable deployment without the benefit of specialized tools like MOM (the MOM license for the Exchange 2003 Management Pack is free if you license MOM itself), NETIQ App-Manager, or BMC’s Patrol. Once a problem is detected, most tools provide a wide range of mechanisms to ensure that personnel are notified. Most of these tools can not only detect and provide notification of faults, they also can provide rudimentary artificial intelligence techniques for beginning the process of fault resolution. Some feature innovative approaches that assist support staff in the resolution process. Many tools also provide integration with help desk, trouble-ticketing, and enterprise-management applications as well.

Given that all vendors have access to the same interfaces and techniques for monitoring Exchange and Windows, the main differences between third-party applications lie in their user interfaces, reporting, customization capabilities, scalability, platform support, and integration with other applications and tools. Many vendors also try to further differentiate by adding preconfigured Exchange knowledge modules or scripts that take the guesswork out of managing an Exchange deployment. Like the race for backup software, this is very much a leapfrog game and vendors’ product are changed and updated all the time. In addition, there are frequent new players rushing into the market for application-management tools. I recommend that you not take my word for it and evaluate these products on your own. Each product comprises a unique combination of features, strengths, and weaknesses. You will find that the best management tool for your Exchange deployment is the one that meets your organization’s unique set of needs.