Service Management Solutions
Our consultancy-led, modular approach to IT Business Service Assurance provides an extensible and sophisticated solution to an extensive range of IT issues. This is an example of where our solution can be applied to resolve Service Level Management issues.
For information about ITIL and Itheon, click here.
Service Delivery
Traditional IT infrastructure management solutions have tended to focus on individual aspects of the IT environment such as servers, network devices or applications in isolation. As a result, it has proved difficult to understand the full impact of any IT failures on the business itself. Itheon addresses these issues by focussing on the requirement to automate, manage and monitor the infrastructure, enabling you to gain control, reduce downtime, monitor productivity and provide a significant contribution to your service level performance.
A crucial element in monitoring the delivery of your service is assuring its quality. The various criteria used to measure the quality of a delivered service are generally known and include:
- Availability – typically defined as a function of uptime such as Mean Time between Failure (MTBF) but can extend to include measures of security or of maintainability such as Mean Time to Repair (MTTR).
- Performance – measures of the service’s ability to perform can include storage read and write speeds, memory paging and application response time.
- Resilience – generally considered a corollary to availability, resilience criteria measure the resistance of the service to failure and can include frequency of backups, success of restores, redundancy in infrastructure and other reliability elements.
With the ability to encapsulate measures of quality in rules that can be referenced in Service Level Agreements, our solution is an excellent tool for instrumenting a service at the server level. It also includes the provision to extract consumption and quality metrics from infrastructure and network elements as well as offering powerful quality measurement for networked applications.
Finally, our solution’s sophisticated business views and advanced reporting functionality enable correlation of different service components and the realisation and presentation of service-level measures of quality and consumption.
Service Support
The primary purpose of our solution within this application is to ensure high availability of your business services by monitoring and managing the key components of your IT infrastructure. Your users depend on IT to run the business services and problems need to be solved with the minimum of downtime. By ensuring a robust environment for mission-critical applications, we help to minimise IT downtime helping to maintain high end-user productivity. By spotting application or server problems and automatically fixing them or notifying you in real time, Itheon Solutions will greatly benefit your business.
Our solutions allow you to monitor and manage your systems as well as keeping your applications under control by the early identification and automatic fixing of potential problems. Your end-users will experience good service performance and minimal downtime so that they can work more productively. An addition, you will be able to manage your IT infrastructures with the minimum number of staff, helping to maintain the cost-efficiency of your operation.
For more information about Service Management Solutions, contact us.