Service Management

Service management has moved out of the press spotlight, but not out of the day to day needs of IT. If anything, the focus on Customer Relationship Management (CRM) has forced companies to work harder at establishing and measuring service level agreements. CrossView Service Management understands that delivery and measurement are vital to service.

During the delivery of service, there are often problems. Often the first indication that service is not being delivered is a problem alert, so rapid awareness of problems is fundamental to successful service delivery. Since a problem often results in a change to either configuration or process, it is important to capture the problem as soon as possible to give maximum time to address it.

This is also true where change is concerned, since it would be unwise to implement a change that causes a service to be unavailable, or perform poorly, and so cause a service level agreement breach.

In order to measure availability, CrossView configuration items are identified as components within resources, which are in turn identified as components of a service.

In order to measure response time, a suitable measuring tool is interfaced to CrossView and collects the response time alerts. The service level agreements are input to CrossView and CrossView then pro-actively monitors delivery of the service based on the measurement periods.

There is value in knowing after the event that the service agreement was not met; however, it much more advantageous to know in advance that the agreement may not be met and to take pro-active action. CrossView enables monitoring of the service delivery at a sufficiently high level that potential breaches are quickly identified, and enables "drill down" to the root cause of the problem; then, using CrossView's workflow, it enables the establishment of procedures to address the current problem and avoid a re-occurrence.