Service Manager

Real Business Monitoring, Real-time

Today, business success depends on application availability and performance. Maintaining visibility across the enterprise is vital, but it’s no small task. Financial services companies must monitor and analyze the performance of their business from many different perspectives – sales, customer, financial, channel and employee capital. Most importantly they must decide whether a customer problem is attributed to software problems, internal bottlenecks or delays from external providers and then quickly provide this information to their users, wherever they are.

With Owl’s Business Service Manager, the flow of information from technology to business is seamless and moves IT into the role of business value creator. Unlike infrastructure management tools, OWL’s application-centric approach provides runtime mapping between external customer transactions and the chain of physical resources the transactions require. As a result, IT organizes are empowered to

  • Prioritize their response based on business relevance
  • Quantify the business impact of unavailability and poor performance
  • Maximize revenue uptime and business effectiveness
  • Deliver better service with more consistent quality
  • Lower the total cost of IT infrastructure and operations

Owl BSM can support Service Level Management, Capability Maturity Model Key Performance Indicators (KPI), Six Sigma Quality Improvement, or any other business performance improvement framework.

Owl BSM can be used in a Project, Business Unit, or Enterprise setting. It can effectively be used by business users, application support groups, or by infrastructure support groups.

Business Services Health — The Health of a Business Service is continually evaluated and presented to users. As service health fails or degrades, users get increasing indications of the situation.

Business Services Performance Metrics — The monitoring of the performance aspects of a service are continually monitored and calculated. As Business Service performance changes, so do the visual indicators users see. Users can specify what the performance thresholds are, so they can chose when they want to be alerted.

The Right View — Not every user wants to look at every service. Users with different needs want to monitor different sets of Business Services. In Owl, this is called a View. Views can be set to view the right cross-section of Business Services the user needs.

Visual Presentation — Owl presents both Graphical and Tabular Status displays. For business users, tracking a set of Business Services, a simple Status Map will yield a set of traffic light indicators to give them simple Go – Caution – Stop indications. If business users do not want any of their valuable virtual desktop real estate used, they can elect to get a pop-up display only when their services are not up to speed.

Finding Out More — Business process support personnel who can make use of more detailed information can Drill Down to get more information about the state of the supporting Applications.

Rules Processing — The continuous evaluations being made for Business Services in Owl are evaluated by Rules that examine the performance of the service. The Rules determine the style and level of alerting that is required given the performance being seen. Alerting can result in color changes on Status Maps, and if the Business Service performance requires user intervention, a Problem of appropriate severity is created.

Work Force Management — Users, whose job it is to resolve Problems for specific Business Services, have organized displays to work from. Business Services that need user attention trigger Problems. Problems are organized by View, Severity and Age. Support users are alerted immediately to Problems using visual popup displays as well as audible cues. Users, utilize Owl as a bulletin board for working Problems, by claiming Problems, estimating Estimated Time To Repair (ETTR), and posting informative notes. Business users can track progress in resolving Problems by using the information published by Owl.

Notification — Support users can be notified of a Problem via email, fax, beeper or any other form of external notification. Notifications contain the information needed for resolution or routing for further handling.

Resolution — Blackbird™ Controls work hand in hand with Owl™ to enable Support users to resolve Problems. Controls can be used to provide additional knowledge of the Problem, retry transactions, change configuration, or whatever other action is necessary for resolution.

SLA Management — Business Service Health and Performance Metrics are the lingua franca of Service Level Agreements. If you need to manage a Service Level, the Business Service Health and Performance Metric displays reveal whether an SLA is being met or not, in real time. History reports tell you how well you did in delivering on SLA requirements, or not.

Reports — History Reports provide information about the history of Business Service Health and Performance.

Business Process (SLA) Improvement — Utilization of History information can be used to evaluate the causes of Business Service lapses as well as being a source of Business Intelligence data. In time, as process improvements are made, the changes in SLA delivery and defect rates can be tracked.