Service Level Management

To Implement Service Level Management based on ITIL RedRoxx uses OmniTracker, the most flexible and extendable of all ITIL solutions in the market today. OmniTracker is guaranteed to be Release Compatible by contract and available in a multi lingual version. Read more about OmniTracker ITIL Helpdesk Solution >>

For companies that want to go a step further an become more mature in their IT Operations we link the end-user experience monitoring provided by Compuware's Vantage suite. Traditionally IT departments setting up ITIL Service Levels struggle to set up metrics for their clients, the end-user. SLA metrics need to fulfill some basic conditions: they need to be relevant and automatically measurable.

Many IT departments use SLA metrics based on low level infrastructure, like memory usage, server uptime or bandwidth usage. While these are all relevant metrics to measure, they do not tell anything about how your end-users are experiencing the IT Service. Even while most companies have the low-level infrastructure monitoring set-up, over 75% of all performance or availability problems are reported by end-users, before they become visible to IT (source: Forester). This shows that this type of monitoring is maybe relevant, but it is absolutely not sufficient.

Vantage simplifies the service level management (SLM) process for its customers by continuously monitoring application performance and availability on a 24x7 basis. End-user experience monitoring, integrated with end-to-end application performance analysis, enable IT managers to proactively identify and rapidly resolve tough application performance problems and meet service-level agreements (SLAs). By managing applications at the business, transaction and infrastructure level, Vantage provides the critical insight needed to improve application service and maximize the value of application and infrastructure. Read more about End-User Experience Monitoring >>