Receive
Collect alerts from observability, infrastructure, visitor analytics, situational awareness, and log monitoring systems.
Service Center
Managed alert monitoring and escalation for Observability Hub
Service Center helps ensure that critical alerts are delivered, tracked, processed, and escalated, so important issues don't get lost between systems, teams, or ticket queues.
WHAT IT DOES
What is Service Center?
Service Center is a managed alert processing and operational monitoring service for the WeAre Observability Hub. It helps ensure that critical alerts are routed, reviewed, tracked, escalated, and reported, giving teams better control over incidents, tickets, and service status.
Route
Forward critical alerts to the right team, tool, or ticketing process.
Track
Monitor ticket progress, send reminders, support escalation, and provide visibility into unresolved cases.
WHY IT MATTERS
Alerts are only useful if someone acts on them
Many organizations already have monitoring tools, dashboards, and alert rules. The real challenge often begins after the alert is triggered. Without a clear owner for follow-up actions, critical alerts can go unnoticed, be delayed, or be forgotten.
Too many alerts
Teams receive alerts from multiple tools, systems, and locations. When alerts flood in from every direction, the most critical issues can get lost in the noise.
Unclear ownership
It is not always clear which team should respond to each alert. Without clear ownership, an alert can sit idle, even if the issue requires immediate action.
Lack of follow-up
A ticket may be created, but no one checks whether its resolution is actually progressing.
SLA blind spots
Teams might not notice when unresolved issues are approaching agreed service level expectations.
Limited visibility
Management often lacks a clear view of open alerts, escalations, and recurring issues.
VALUE PROPOSITION
From alert noise to managed operations
Service Center adds a managed control layer between monitoring tools and resolution teams. It helps organizations transition from passive alert forwarding to structured alert handling, ticket visibility, escalation, and reporting.
No critical alerts left unseen
Critical alerts are forwarded to the right team or system so they receive attention quickly.
Better ticket and SLA visibility
Advanced Service Center helps track open tickets, unresolved cases, and potential SLA risks.
Clear operational transparency
Scheduled reports give teams visibility into alert activity, open cases, and service performance.
BENEFITS
Why Choose Service Center?
Service Center brings structure to alert forwarding, follow-up tracking, escalation, and reporting.
Reliable alert delivery
Ensure that critical alerts reach the right contacts, resolution teams, or ticketing tools.
Continuous operational visibility
Maintain better visibility into alerts, service status, open cases, and alert management processes.
Escalation support
Send reminders and escalation notifications when alerts remain unresolved.
Transparent reporting
Receive scheduled reports showing alert activity, open cases, and operational trends.
Here's how it works
How Service Center works
Service Center transforms an alert into a managed process: reception, routing, tracking, reminders, escalation, and reporting.
Alert is triggered
An alert is triggered from OneView Center, VisitorSense, Situational Awareness, Log Management, Splunk, or other connected system telemetry.
Alert is routed
Service Center forwards the alert to the correct team, contact person, or ticketing system.
Ticket or case is monitored
Depending on the selected service tier, Service Center can monitor ticket progress and the status of the open incident.
Reminder or escalation triggers
If the issue remains unresolved, reminders or escalation processes can be initiated.
Reports deliver visibility
Scheduled reports help you understand alert volumes, open issues, SLA risks, and operational performance.
PACKAGES
Find the right Service Center tier
Service Center is available in two tiers. Essential Monitoring is included in all packages, while Full Insight adds proactive ticket tracking, reminders, escalation, and SLA awareness.
Essential Monitoring Package
Basic Package (Included in all services)
Focus: Reliable Alert Forwarding
- Ensures all critical alerts from customer systems are delivered promptly to the right teams.
- Includes scheduled reports to ensure transparency.
- Customer's internal IT or operations team remains responsible for resolution.
Best Fits:
Best suited for: Organizations that have internal teams to manage issue resolution but need a reliable alert delivery and reporting model.
Full Insight Package
Optional Upgrade
Focus: Proactive Alert Follow-up & SLA Awareness
- The Service Center not only forwards alerts but also monitors your ticket system to ensure issues are being handled.
- Reminders and escalation are triggered if alerts remain unresolved.
- Visibility into open incidents.
- All features of the Basic Package included.
Best Fits:
Organizations that want a managed layer of oversight to ensure no alert is ignored and operational performance is continuously maintained.
Observability Hub
Service Center supports every Observability Hub package
Service Center is the managed alert-handling layer that connects monitoring, visibility, and operations across the WeAre Observability Hub portfolio.
OneView Center
Infrastructure alerts, server status warnings, cloud and on-prem system issues, and performance alerts can all be routed through the Service Center.
Explore OneView Center →Situational Awareness
Alerts from cameras, sensors, BMS systems, refrigeration units, HVAC, and security events can be monitored and escalated.
Explore Situational Awareness →VisitorSense
Visitor analytics alerts, missing data notifications, anomalous activity triggers, and scheduled status reports can be backed by the Service Center.
Explore VisitorSense →Log Management & Archive
Operational events, alert history, logs, and incident evidence can be retained and reviewed to support investigations and reporting.
Explore Log Management and Archive →Observability as a Service
Combine monitoring, dashboards, alerts, reporting, and Service Center support into a single, managed observability model.
Explore Observability as a Service →
Features
Service Center Features
A clear feature layer for alert delivery, routing, ticket tracking, escalation, and reporting.
✓Critical alert delivery
✓Alert routing
✓Scheduled reports
✓Ticket System Monitoring
✓Open case visibility
✓Automatic Reminders
✓Escalation processes
✓SLA visibility
✓Alert status tracking
✓Operational status reporting
✓Notifications for resolver teams
✓Incident follow-up support
✓Service Center dashboards
✓Multi-package alert support
✓Splunk alert integration support
✓ServiceNow or ticket workflow support when needed
OUTCOMES
What Service Center helps improve
Service Center helps turn dashboards and alerts into a managed operating model.
Fewer bypassed alerts
Reduce the risk of critical alerts going unnoticed.
Clear Ownership
Forward alerts to the right team, tool, or resolution group.
Better operational control
Track open cases, unresolved alerts, and escalation needs.
Improved SLA visibility
Help teams identify when issues require attention before they become larger service risks.
More transparent reporting
Give management clearer visibility into alert handling and the operational situation.
Stronger observability value
Turn dashboards and alerts into a managed operating model.
USE CASES
Common Service Center use cases
Service Center acts as a follow-up tracking and operational control layer wrapped around various Observability Hub solutions.
Infrastructure alert handling
Use Service Center with OneView Center to route server, cloud, hybrid, and on-prem infrastructure alerts to the correct teams.
Physical operations monitoring
Use Service Center with Situational Awareness to track sensor, camera, refrigeration, HVAC, and security alerts.
Visitor analytics reporting
Use Service Center with VisitorSense to support scheduled reports, missing data alerts, and anomalous visitor activity notifications.
Incident evidence and history
Use Service Center with Log Management and Archive to back up event history, alert audits, and operational investigations.
REPORTING
Reports that make alert handling visible
Service Center reports help teams understand how alerts are processed, where open issues remain, and which operational areas need improvement.
Alert activity summary
See how many alerts were generated, routed, and tracked.
Open case visibility
Understand which tickets or incidents still require attention.
Escalation visibility
Review reminders, escalations, and unresolved cases.
Operational trends reporting
Identify recurring alerts, similar incidents, and areas for continuous development.
RESPONSIBILITY MODEL
Clear accountability. Better control.
Service Center supports alert routing, follow-up tracking, reminders, escalation, and reporting. The actual technical resolution can remain with the customer's internal team, an external partner, or an agreed resolver group, depending on the chosen package and operating model.
Service Center responsibilities
- Reliable alert delivery
- Ticket visibility
- Reminder workflows
- Escalation support
- Scheduled reporting
Customer or resolver team responsibilities
- Technical investigation
- Incident resolution
- System changes
- Root cause correction
- Business decisions
Shared visibility
- Open case status
- Alert history
- SLA visibility
- Operational reports
- Continuous development opportunities
Frequently Asked Questions
What is WeAre Observability Hub Service Center?
Service Center is a managed alert processing and operational monitoring service for the WeAre Observability Hub. It helps ensure that critical alerts are routed, reviewed, tracked, escalated, and reported, giving teams better control over incidents, tickets, and service status.
Is Service Center included in all packages?
Essential Monitoring is included in the Observability Hub packages. Advanced Service Center is an optional upgrade that provides stronger ticket tracking, reminders, escalation, and SLA visibility.
What is the difference between Essential Monitoring and Advanced Service Center?
Essential Monitoring focuses on alert forwarding and scheduled reporting. Advanced Service Center adds ticketing system monitoring, visibility into open cases, automated reminders, escalation management, and SLA visibility.
Does Service Center resolve the technical issue?
Service Center supports alert handling, follow-up, escalation, and visibility. The technical resolution is usually handled by the customer’s internal team, an external partner, or an agreed resolver group, depending on the operating model.
Can Service Center work with Splunk alerts?
Yes. Service Center can support workflows where alerts from Splunk or other observability systems are routed to the correct teams or ticketing processes.
Can Service Center work with ServiceNow or other ticketing systems?
Yes. Service Center can support workflows where alerts from Splunk or other observability systems are routed to the right teams or ticketing processes.
How does Service Center support OneView Center?
It helps route infrastructure alerts, track open cases, and support follow-up for server, cloud, hybrid, and on-prem monitoring.
How does Service Center support OneView Center?
It can support missing data alerts, anomaly notifications, scheduled reports, and follow-up for visitor analytics alerts.
How does Service Center support Situational Awareness?
It helps monitor and escalate alerts from cameras, sensors, building systems, refrigeration units, HVAC, air quality, security, and physical operations.
How do we get started?
Start by contacting the WeAre Observability Hub team. We help review your alert sources, resolver teams, ticketing tools, reporting needs, and the right Service Center level.
Thank you for your interest in Service Center
Leave your contact information and we will get in touch with you. We will be happy to tell you more about how Service Center helps your organization ensure that critical alerts are delivered to the right teams, ticket progress is monitored, reminders and escalations are triggered when necessary, and operational visibility is improved across the entire alert management process.
Juha Ahlgren
Business Owner, Observability as a Service
+358 44 504 4828
juha.ahlgren@weare.fi