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Service Management

Service Management

Digital business depends on smart-connected devices, applications and modern IT infrastructures. Thus, application and infrastructure performance, stability and resiliency are critical. Our Business Service Management (BSM) Solutions provide you with the ability to sense performance in real-time, analyze to predict issues before they impact the business and adapt with speed and accuracy. Demonstrate IT's value within your organization, transforming your IT operations and aligning them with business goals.

Common architecture of our BSM solutions includes:

  • Emphasis on utilizing best practices such as following ITIL (IT Infrastructure Library) standards
  • Importance of a Configuration Management Database (CMDB), where information about IT assets such as servers, routers, and desktops is stored
  • Providing a means to map IT resources to business processes
  • Bringing in information/events from other vendor's service management products to provide a complete analysis from a business perspective
  • Providing a dashboard for visualization of the higher-level business-focused metrics

intelligent management that automatically senses, analyzes and adapts to changing business and IT conditions in real-time.


Next steps to BSM you should consider:


Automating wherever possible


Minimizing the workload of operations staff and subject matter experts


Driving consistency through your IT environment

We can help you accomplish this. Based on your current IT environment and future plans we can create a BSM solution that will help you transform operations to drive business innovation.

Keep tabs across all the layers of your applications...

The Melillo Business Service Management (BSM) Practice can provide a comprehensive perspective on application health through a balanced End User Management approach comprised of synthetic and real user monitoring.

Business Process Monitor (BPM) runs synthetic monitoring based on scripts of business transactions and their associated actions. The scripts are easily recorded using the VUGen tool which supports a wealth of protocols and application platforms. QA teams can setup scripts even as the application teams are developing functionality. BSM has a variety of out-of-the-box reports for performance, availability, and application health.

While interacting with a web-based application, a given user’s HTTP protocol-based interactions are recorded for the purposes of mimicking critical application-specific behavior. This behavior is broken into measurable transactions and configured to run at specific intervals using appropriate credentials. BPM’s at various geographical locations can run the scripts for diversity of perspective for the results.

BPM monitoring provides intelligence about the application based on static, predetermined transaction sequences. To handle more dynamic transaction sequences, let’s now turn to application traffic analysis as provided through HP’s Real User Monitor (RUM).

Know the Health of Your Mobile App at a Glance

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User experience is everything. Find out how you can easily monitor your app’s true user experience, learn usage patterns, and track abandonment from one simple tool.

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