MANAGEMENT METRICS FOR CRITICAL IT SERVICES

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1 MANAGEMENT METRICS FOR CRITICAL IT SERVICES Information Technology is the core business for service providers and a necessity for most global enterprises. In order to make your services excel among the competition, you need reliable information on the quality, the volume, and the end user s experience of your IT services. By being responsible for the delivery of IT services, whether for your company or as an outsourcer, you are required to act as a service provider. In order to prove your level of service and the demand for it, you need access to key performance indicators, like availability and consumption of the service you provide and the performance experienced by your end users. Especially in heterogeneous IT landscapes (which large enterprises often have to rely on), having a central dashboard where quality, availability and costs for individual services and their components can be measured and monitored continuously is a must in order to provide the company s infrastructure with the level of agility, availability and cost-effectiveness today s highly dynamical business requires. However, manually collecting real-time and historical metrics and statistics for each component of complex IT systems and correlating them is time consuming, costly and error-prone especially when data on the individual services needs to be consolidated from different data sources and formats from numerous vendors. Hypersoft pioneered the integrated end-to-end analysis of transaction-based services and designed the industry s most powerful cross-platform solution for service management. OmniAnalyser is the only solution that delivers a homogeneous view of IT service quality and volume across multiple applications and technologies in your IT infrastructure and thus provides the foundation for your decision-making process. Regulatory compliance IT and corporate governance Billing and chargeback Service delivery for IT and business operations Service level metrics

2 Hypersoft s software can collect the raw transaction history from an unsurpassed variety of data sources allowing customers to analyze virtually any relevant service and application. The data, which is collected using a distributed, agent-based architecture, is then consolidated into one central database, with sophisticated possibilities of correlating information on the same service from different sources. Hundreds of customizable reports allow viewing and analyzing the enterprise IT infrastructure on all levels of detail: from a manager s overview over the individual IT services and their performance as a whole, to drill-down reports showing single transactions and their path through the system. As an example, Hypersoft can provide end-to-end message delivery metrics in a mixed messaging environment comprised of Microsoft Exchange, SMTP and Domino mail servers, giving access to the overall level of compliance with the delivery time targets defi ned in a Service Level Agreement. OmniAnalyser can be deployed as a shared service management platform for multiple environments. This state-of-the-art implementation scenario allows for leveraging the data collection and analysis capabilities across different organizations, while keeping intact the security boundaries between those organizations and their service metrics.

3 MEASURING ENTERPRISE SERVICE DELIVERY Web Service What is the availability of e-business applications underlying company s core processes, to the actual end users? OmniAnalyser proactively monitors end-user access from each business location to any number of web services on the intranet or on the Internet, and reports this back to business managers.hypersoft s web robots can execute scheduled confi gurable sets of typical end-user actions against top critical applications from any workstation. The metrics are used for real-time alerts in case of unavailability or bad performance, and are accumulated in the history database of the Hypersoft Integration Server, for producing Quality of Service reports for business. OmniAnalyser also performs detailed monitoring at the network level, to identify network problems responsible for unsatisfactory enduser experience with the service. Active Directory Service OmniAnalyser provides the enterprise with complete metrics on all aspects of AD services and the Network services which Active Directory relies on. Even the details of a single user s query are available. OmniAnalyser offers complete end-to-end analysis of the AD service, either system based or from the perspective of the end user. With OmniAnalyser s reports, there is object level based analysis of Active Directory replication, which provides visibility into whether indeed Active Directory is completely synchronized.

4 Messaging Service Message delivery time, availability of the service for end-users, consumption of storage and bandwidth are the key measures of the messaging service. Is the service delivered effectively? Does the service meet the agreed level? Hypersoft s OmniAnalyser offers answers to these questions by providing a complete set of reports. Major resources and infrastructure can be seen at the enterprise-wide dashboards and by business unit or department. Also available are real-time control of usage, load statistics for every resource area, as well as, trending of individual user s activity, server s load and storage size. Replication Service Can replicas and replication traffi c be controlled across the enterprise? With detailed statistics on replicas and replication between servers, the enterprise can be informed whether the information is accurate and current. Using this information the company can avoid excessive consumption of storage and save bandwidth costs. OmniAnalyser provides object by object, database by database analysis and reporting to verify that replication quality is 100%. Asset Service Asset service infl uences other services delivery. If an asset service fails, then the rest of the services may become ineffective. OmniAnalyser offers reports on hardware, Windows services, operations and usage, including basic checks of servers CPU and details on a single transaction.

5 Perimeter Service Metering and analysis of all types of undesired content is an important part of risk management. OmniAnalyser offers proactive and statistical identifi cation of risks that are associated with cross-border data delivery as well as analysis and evaluation. OmniAnalyser provides control over the dangerous activity of an individual user and control over the protection system s performance. Collaboration Service When data access is critical, the Collaboration service delivery becomes a high priority. OmniAnalyser provides a clear understanding of user communication patterns and information-sharing. How often do users turn to collaboration applications? What resources are consumed? Does the user activity match the scope of the functions that have been assigned to him? With OmniAnalyser reports you receive the complete answers. These reports will also help to identify what databases or servers are used actively while others remain dormant. This knowledge can be used to manage resources wisely and prudently. OmniAnalyser natively supports many common IT services. The extensible data collection agents can be easily adapted to analyze further data sources, such as in-house applications.

6 Business Values of OmniAnalyser OmniAnalyser offers an innovative data collection, integration and reporting solution, which is capable of solving various business needs including Service Level Management and IT operations at the lowest total cost of implementation and usage. OmniAnalyser presents complete metrics, in fl exible and comprehensive reports, which enables making effective management decisions immediately. Hypersoft offers both small companies and world-wide enterprises the solution for IT Service Management. SLA Monitoring Service delivery and usage have to be based on agreed standards. OmniAnalyser enables you to set and control service quality, volume and availability, as well as service delivery from the end user s perspective. Billing for Active Use Statistics about the usage of the enterprise computing resources increase the effi ciency of the chargeback processes and makes business users aware of the better ways to manage the resources. Saving Time on Solving Operational Issues OmniAnalyser offers detailed analysis of all events in the IT infrastructure, thus saving time for IT support on searching for root causes of IT service failures. At the same time OmniAnalyser supports the pro-active approach to operations by means of measuring simulated and automated enduser activity before the problem occurs or infl uences the performance. Capacity Analysis and Planning OmniAnalyser helps to reallocate unused and redundant resources and to do proper hardware optimization. OmniAnalyser enables you to understand current system performance and usage, which helps management to make confi dent decisions regarding server consolidation and platform migration. Control of Policies and Security OmniAnalyser analyzes and reports on undesired or abusive data content, which was prevented from entering the enterprise by perimeter services. Along with the performance analysis of the protection system OmniAnalyser provides a possibility to trace any message in the system with the details of its sender and recipient as well as other relevant details. Proof of System and Operations Performance OmniAnalyser s Consolidated Information Reports can be used to verify the health and trends of the delivered services. OmniAnalyser is the only system that provides complete audibility at the transaction level of the services it measures. Along with that, OmniAnalyser offers the evaluation of performance and utilization of the enterprise system resources and information technologies. Hypersoft offers: Service oriented approach with the innovative OmniAnalyser and OmniContext unifi ed solution Cross platform support Hosting confi gurations support (Dedicated versus Shared) Data analysis across the extended enterprise Minimal activation energy for deploying the solutions.

7 OmniAnalyser Architecture and Operation OmniAnalyser has a distributed, service oriented architecture, which allows for enterprise-class scalability and performance. The architecture supports both direct and indirect data collection and user activity simulation. Stand-alone agents are dispersed across a set of heterogeneous applications and systems. OmniAnalyser collects data locally or remotely. After pre-processing, the agents send encrypted data to the OmniAnalyser Integration Server. The Integration Server consolidates and analyses data and aggregates it into a SQL database. OmniAnalyser Web Reports deliver highly critical statistics and real-time data via a standard web-browser, or fi le sharing. The scheduled and ad hoc metrics are presented to authorized personnel in tables, graphical or topological reports and dashboards in the secure portal. Management information can be automatically published as a web service. OmniAnalyser is the only solution that is fully integrated with the on-demand service delivery and operations model. Enterprise security is not violated OmniAnalyser does not require central rights or direct network connections, it transfers data via . At the same time, OmniAnalyser is totally non-intrusive. OmniAnalyser does not produce any side effects on the analysed systems, does not require a system reboot to install, and does not interfere with other applications running on the servers. Supported databases Microsoft SQL Server 7.0 or 2000, 2005; Microsoft Database Engine 1.0 and later Data collection agents are available for Windows- and Linux- based systems. System requirements Windows 2000, Windows 2003 Server Microsoft Internet Information Server 4.0 and later Internet Explorer 5.5 and later for viewing reports Hypersoft Information Systems Germany: +49(800) France: +33(800) United States of America: +1(800) Other countries: +49(89) information@hypersoft.com