Most companies can meet many of the ITIL requirements, but a major challenge remains the most cost effective solution to automate, manage and report on critical application availability.

Canterbury City Council (Computing magazine's IT Department of the Year, 2007) deployed the PTC Software Suite to address the following:

Primary Goals:

• Introduced a sophisticated application availability capability that monitors, measures and manages the user experience on critical applications, Citrix and web services,

• Automated delivery of the critical reports on % Availability, Mean Time Between Failures, Mean Time Between System Failures, SLA reporting (etc)

• Improve productivity and quantifiable quality of service delivery

Plus:

• Consolidation of existing tools / skills into a single, holistic, visual, real time dashboard

The Benefits:

o Immediate identification of application slow down or loss of service on critical applications and web services

o Ability to identify cause, reducing the time to fix

• Significant improvement in productivity

o Correct problem identification, prioritisation and escalation

o Pro-active management to address problems before they precipitate downtime

o Ensuring the right skills are deployed first time, every time

o Automation of the manual task of recording availability metrics and KPI’s

The Outcome: Demonstrable ROI / Improved service levels / Improved productivity

• Increased critical application and web services availability

• Improved service level performance

• Improved working environment

• Recognition by management, peer group and customers

Downloads:
Briefing Paper
User Story (Canterbury City Council)

Briefing (pre-recorded streamed content)
Automating ITIL Application Availability Monitoring(15 minutes)

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