www.cenit.com/en/eim

Happy business users – a myth? Holistic Management of IT Services

Holistic management of IT services IT Departments face multiple challenges in operating IT services for their end users:

■ Improve Service Quality for Business Users: How can I resolve end user issues faster and reduce incidents, so I can improve LOB productivity and save operational costs in IT Support?

■ Manage Application Quality: How available and well performing are my applications in their use cases? Are there subtle deteriorations? How can I ensure service quality when conducting changes, upgrades or migrations?

Addressing these challenges requires a broader perspec-tive on IT services, including real-time monitoring and analytics of application behavior from an end user per-spective as well as of the end users’ IT infrastructure. In combination with system monitoring IT departments get a 360° view on their IT services.

Based on Nexthink and ServiceTracer CENIT provides a cost-efficient and easy-to-implement approach to get visi-bility into the end user experience – both from the perspective of application service quality and the end users’ IT infrastructure. The benefits are manifold:

■ Better service quality for end users ■ Cost savings in IT Operations and Help Desk ■ Better planning of capacities based on objective

performance data

■ Better support of application development, upgrades and migrations through load and regression testing from end user perspective

■ Better provider management of cloud and outsourcing services – do I get what I pay for?

■ Enhanced Service Level Reporting – including the end user perspective

Monitoring and analysis of end user infra-structure Nexthink helps measuring and improving the end users’ experience with IT services on their systems. Real-time monitoring and analytics help to detect events immediately and enable IT departments to proactively support end users in a much more cost- efficient manner.

■ Help Desk: Real-time root cause analysis expedites troubleshooting; identification of other affected users allows for proactive information – avoiding trouble tickets.

■ IT Operations: Monitoring of performance and avai- lability of end user infrastructure and IT services; early identification of upcoming problems. Visibility of activities, connections, performance and events of all systems in your infrastructure.

■ Security: Detection of abnormal configurations or behavior. Easy identification of access to unautho- rized applications, bypassing of security controls and misconfiguration of security settings.

■ IT Projects: Support projects such as Windows migrations; assess impact of transformations.

■ HW Management: Identify systems that can be used longer to stretch HW or SW replacement costs; identify printers no longer needed or unneeded color printing.

With Nexthink you can provide your IT departments with one tool to improve the service quality and reduce costs at the same time.

Service quality of applications ServiceTracer® automates the daily management of applications by measuring response times and availa- bility across locations and application frontends from the end-user perspective – both on the GUI level (!) and the network level. ServiceTracer® is very versatile, so it can be used in the entire Software Lifecycle Management.

■ Application Development: Load testing and regres- sion testing when developing new applications or performing significant changes.

■ Fail-over tests: Automation of GUI interactions reduces efforts.

■ IT Operations: Monitoring application quality 24x7 – supports IT Operations and Service Desk personnel as well as application owners in the detection and analysis of events.

The measurements are based on image pattern reco- gnition. Setting up new measurements is very easy and does not require programming skills.

360° view Extending the classic system and desktop management by measuring and analyzing application behavior and IT infrastructure from the end user perspective enables IT Operations, Service Desk and application owners to have a 360° view on the quality of their IT services. Problems or subtle deteriorations of performance can be handled immediately – Trouble Tickets are reduced. Weak points can be identified and cured. Productivity in IT Service Management is improved, costs of opera- ting IT services are reduced significantly. End user complaints can be analyzed based on objective data, discussions de-emotionalized. Service Level Reports can be enriched with the end user perspective.

Attractive package CENIT offers turnkey implementations of these solutions:

■ Analysis and conception – based on Best Practices ■ Installation and tailored configuration ■ Integration into IT Service Management ■ Administrator Training ■ Project management and documentation

Talk to us and we find the best way to automate the monitoring of your end user experience.

CENIT AG / Industriestraße 52-54 / 70565 Stuttgart / Telefon: +49 711 7825-30 / Telefax: +49 711 7825-4000 / E-Mail: info@cenit.de / www.cenit.de

Contact

Roland Merkt r.merkt@cenit.de Michael Angererm.angerer@cenit.de

CENIT AG

We are a financially independent IT software and consulting firm for business processes in the manu-facturing industry and for financial service providers.

Since our establishment in 1988, we have developed into a leading software and consulting firm. We are represented around the world at 16 locations, in 6 countries, on 3 continents with 700 employees.

www.cenit.com/en/eim

Our customers appreciate us as their innovative partner for the continuous optimization of business processes in the areas of Product Lifecycle Management (PLM) and Enterprise Information Management (EIM).

CENIT AG is a stock corporation listed in the Prime Standard of the German Stock Exchange, headquarte-red in Stuttgart.