CaseSentry's Service Level Management (SLM) module provides the means to view and monitor workgroup service levels, systems and network availability, and other critical aspects of IT management. It enables the ability to report on service impacts to the business, provide recommendations for proactive and reactive technology investments, and drive corrective efforts that will eliminate problems before they occur.

CaseSentry helps support organizations achieve their objectives by enhancing the effectiveness of staff and management, reducing support costs and downtime, and increasing network performance and availability. Through its integrated Availability Management and Service Management applications, comprehensive network and workgroup SLM metrics are continuously gathered, processed, and archived. This detail provides a wealth of information that is used for SLM measurement, reporting and analysis:

• CaseSentry's dynamic Groups capability is leveraged to provide flexible Availability Reports using such correlations as system or application type, all systems that support a specific business process (e.g., online sales), geographical location, or responsible workgroup. This enables the assembly of availability metrics in the specific manner that you would like them reported on. In addition to system or groups availability, the end-user experience may be tracked as it pertains to the success of CaseSentry synthetic transactions.

• CaseSentry's Service Level Agreement (SLA) Manager capability manages support responsiveness in correlation to stated objectives. SLA violations for any response criteria are tracked in system reports, and communicated to designated SLA Managers who can review and comment on the matter directly within the case where the issue appears. A cause code response to the issue may also be assigned for tracking in reports.

• The Key Performance Indicators (KPI) report leverages CaseSentry's extensive performance management database to pinpoint systems meeting or surpassing established performance criteria. This allows support personnel to ensure that systems are performing within acceptable ranges, and identify areas requiring support or investment focus.

  

  Key Performance Indicator (KPI)

• CaseSentry's Report Server provides the ability for an organization to write their own customized reports from CaseSentry data using common report writer applications.

• The CaseSentry Systems Console provides highly-configurable status views of systems and network operations, as well as case activity summaries for workgroup members. Views may be customized down to the specific workgroup or user, providing status visibility for the specific systems or applications that they manage. Business management can be provided with console views that depict the status of infrastructure supporting their business area so that they can be kept aware of issues impacting their operations. The System Console may also be configured to provide a complete view of current network service levels for a NOC environment.

SERVICE LEVEL MANAGEMENT

• Reports
• Availability
• System Uptime
• Key Performance Indicators (KPI)
• Service Level Agreement (SLA)
• Bandwidth Utilization
• Workgroup
  • ODBC Report Server for ad-hoc reporting
  • Status views
  • Search