High Availability White Papers

Empirix OneSight: A Compelling Solution for Service Level Management

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Overview Today’s economy is putting unprecedented pressure on businesses to improve service. Most business processes today are built upon information technology systems with an increasing emphasis on Web technology. This has caused a burgeoning need for the ability to monitor and tune IT and Web service levels, a process commonly known as Service Level Management (SLM).

To implement SLM, enterprises must conduct a process that includes the following: defining the service; baselining its performance; setting metrics for success; monitoring performance against those metrics; and tuning service levels to meet or exceed end user expectations. Most enterprises find SLM implementation is easiest through software tools that are designed to support the service level process, generally known as SLM applications.

One of the emerging leaders in the SLM application space is Empirix OneSight™, a software package that provides much of the functionality and data required to successfully implement and maintain an SLM strategy. OneSight provides core SLM capabilities, including SLM monitoring, alerting, reporting and integration with other IT management tools and data sources.

More importantly, OneSight offers a number of capabilities that go beyond these core SLM capabilities. Among these differentiating features are the ability to monitor service levels from the end user’s point of view; the ability to monitor both internal and external service level performance from a single console; the ability to group performance metrics to show the service levels associated with a particular business process; the ability to go beyond simple performance and reliability management by offering content accuracy and transaction efficiency monitoring; and strong ease of deployment.

These unique capabilities, combined with a relatively low cost of implementation, make OneSight not only a player in the SLM market but a potential strong leader. EMA recommends OneSight in any

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