Service Description

< auditQ AG < Eschenstrasse 8< 8603 Schwerzenbach < Telefon +41 43 456 71 11 < info@auditQ.com < www.auditQ.com

Process End-to-End

Management Summary Processes often extend across appli-cations, systems, organizations or companies. In order to reliably monitor the overall functioning of the process, the process is regularly initiated and measured by a robot. In addition to the time-based rela-tionships (partial steps and the over-all cycle), plausibilities can also be monitored. Management- and pro-cess-relevant KPIs can be collected and integrated into the online re-porting. auditQ AG offers this measurement process as a service. By commis-sioning this service, the client does not need to undertake expensive in-stallations and develop specialised know-how and/or maintain them. In addition, any process sequence errors that are discovered are docu-mented in detail. Additional application E2E measure-ments increase the transparency of your processes, supply you with the required data about your processes upon an ongoing basis as well as optimise them in a targeted manner and document the improvement.

These days, business processes and the related transactions of-ten extend across multiple systems. Oftentimes, the transactions “abandon” the direct sphere of influence of the system manag-ers-completely or temporarily-such as, for example, for transac-tions within the public domain or the systems or partial systems are operated by third parties. Thus, it is often difficult to deter-mine whether deficiencies or even disruptions have occurred. In addition to the transparency of the processes and transac-tions, the cycle times for the end users are of central im-portance to the attainment of their productivity goals. auditQ AG has developed a service which will monitor these factors for you, provide notifications and document the disrup-tions in a detailed manner. Both the long-term performance and the short-term fluctuations are recorded.

Information

auditQ AG has developed a measurement process which provides the following information:

§ Availability of the processes § Transparency of the processes § Cycle times for the processes and partial processes

In addition, for multiple suppliers or multiple systems in the process chain: § Stand-by/cycle time per system/application § Monitoring thresholds per work step and/or system (deficiencies) § Management-relevant/process-specific KPIs § Supplemental application E2E measurements

Service Description

< auditQ AG < Eschenstrasse 8< 8603 Schwerzenbach < Telefon +41 43 456 71 11 < info@auditQ.com < www.auditQ.com

aQ Reporting Suite

auditQ offers its customers access to the measurement results both as an integrated solution in the customer en-vironment as well as via the web portal “My auditQ”. The portal consists of 5 areas which offer different per-spectives and depths of information for different user groups.

aQ Dashboard – All Relevant Information at a Glance

The aQ dashboard offers an overview of the status of the measured KPIs according to the business relationship (ITIL) based upon the SLA-relevant period as well as the current statuses geographically. It also shows the current deviations from the defined target value. Each visualiza-tion offers the possibility of a drill-down to the next lower data level and/or a direct entry into the case processing.

aQ LiveMonitor – Customer-Specific Real Time Information

The aQ LiveMonitor is designed in a customer-specific manner. Here, the customer can track the current status of the KPIs that are important to him in near real time and directly respond to changes. Thus, this view is sui-table above all for Operational Managers who must sa-feguard the current process. The various needs of indivi-dual units and divisions can be addressed in various aQ LiveMonitor displays.

aQ ServiceManager – SLA and Long-Term Evaluations

The measurement values for the relevant KPI’s are recor-ded and saved for long term periods; thus, the develop-ment of each KPI can be tracked. The time dimension of the visualization can be freely scaled from hours, to days, to months, or to years. For the measurements, each threshold value violation is logged; that is to say, the his-torical events can be viewed at any time. The measure-ment values serve for IT reporting purposes, and as the discussion basis for quality and performance communi-cation between the customer and the contractual part-ners.

aQ ReportGenerator – Individuelle, automati-siere Standardreports

Based upon the measured KPI's, individual reports will be defined with the customer. The background of the re-ports are formed by respectively commenting on periodic reports, having them accepted by various instances, and then archiving them for the documentation of the coope-ration between the customer and the supplier.

Service Description

< auditQ AG < Eschenstrasse 8< 8603 Schwerzenbach < Telefon +41 43 456 71 11 < info@auditQ.com < www.auditQ.com

aQ MeasuringSuite

The aQ MeasuringSuite© serves to measure and monitor the performance of applications, infrastructures and IT processes. It consists of the aQ ProcessObserver© and aQ MeasuringRobot© MeasuringRobot which process everyday work routines on the Net in regular intervals. The end-to-end measurement methodology is based strictly upon the business relevance (contractual agreements, goals, SLAs, KPIs) for the agreed services.

aQ ProcessObserver

aQ ProcessObserver© obtains data from the monitored business processes. The collected data make it possible to promptly recognize deficits and remaining capacities. The aQ ProcessObserver© thus serves as an early warn-ing system and an important management instrument. If the system discovers violations of thresholds, then a doc-umented notification and/or an escalation is automati-cally triggered.

aQ E2ERobot –Process and Applicationen Simulation

The aQ E2ERobot© conducts user-typical transactions. The results that are obtained provide information about the functioning as well as the response and continuous-flow of processes and applications. In addition to overall monitoring, the effects of individual steps can be ascer-tained. If malfunctions of the applications and processes are discovered, the aQ AlertingCenter© will generate error messages and transmit them to the competent of-fices.

aQ InfrastructureProbe

The aQ InfrastructureProbe© measures and monitors the performance of infrastructural elements such as San, WAN, firewalls, etc. from the user’s position. Typically, measurement values such as accessibility, response times, workload rates, etc. are collected.

The Benefit to the Customer

Process and Service Monitoring in Real Time

The controlling of the operational processes becomes substantially more efficient through transparency in real-time. As soon as a KPI reaches a certain threshold, alarms are triggered which enable a short-term solution to the problem.

Individual Management Reports

Based upon the stable long-term measurement and doc-umentation, the customer can define standard reports. Because changes in measurements and definitions are clearly documented, the customer can rely on the com-parability of the data as well as the stability of the state-ments on the reports.

Influence of Various Service Elements upon the Service Quality Becomes Visible and Plan-nable

The influence of individual service elements upon the service quality is constantly being measured and thus is a basis for optimization of existing services and the af-fected SLAs. In addition, the influence can be simulated in order to develop new products from individual service elements or to take the ramifications of changed condi-tions into consideration.

Kiosks for Cloud Measurements/Management

Via a kiosk solution, our customer can also provide the data obtained to his own customers and suppliers, in whole or in part. Through this measure, our customers create transparency which will have a positive effect on problem-solving and the course of future negotiations.

A Service, Not a Software

Owing to auditQ’s business model, the customer re-quires no licenses and no personnel of his own in order to manage the solution. Our specialists will ensure that the measurements and the reporting are undertaken seamlessly for our customers. In addition to the monthly costs, additional costs are incurred merely for non-agreed adjustments. Thus, our customers have absolute cost control (pay-as-you-use model). auditQ’s general updates are included in the price and are automatically provided to our customers as part of our product main-tenance.

auditQ AG

auditQ AG monitors and reports the performance of KPI’s and SLA as an independent instance. As a Full-Service-Provider (ASP), auditQ makes the results of these measurements available Online and on Paper format. auditQ measures End-to-End Performance of Processes, Applications and Networks.