What is Solution Monitoring and Service Level Management?

Large companies today are facing a lot of new challenges in their system management, what is due to Global Operations, Heterogeneous Solutions, and Integrated Business Processes.

The challenges in global operations are due to Different locations, countries, languages, time zones. There is always a tradeoff between central and distributed solutions.

As a result of heterogeneous solutions in terms of different applications, technologies, vendors a lot of risks occur in the operation of these solutions: The skill profile for the staff is growing, The number of interfaces is growing and The customer specific parts of the solutions is growing.

The integrated business processes increase the division of work, such that it is more difficult to keep the overview on the solution landscapes.

Monitoring is defined as the periodic oversight of a process, so that timely action can be taken to correct the deficiencies detected. Solution Monitoring is the real-time and statistical monitoring of systems, business processes and interfaces.

What is Solution Monitoring

Monitoring should be done to detect the deficiencies as early as possible in order to ensure the correctness and security of the business processes raise the availability and performance of the system.

Solution Management ensures that the customer solution that powers the core business processes performs reliably and operates at lowest cost of ownership by providing the necessary service and support, knowledge, and infrastructure.

There are Two types of monitoring: Proactive Monitoring and Reactive Monitoring

Proactive Monitoring tries to avoid critical situations before the occur. To be reminded of the necessary monitoring tasks, interactive work lists are needed.

Reactive Monitoring tries to tries to notify the administrators in critical situations as soon as possible. Notification mechanisms needed.

Service Level Management means to measure specific system parameters in accordance with Service Level Agreements between two parties, organizational units, or organizations involved in the management and operation of a customer’s solution. The results should be reported on a regular basis:

A survey of the different parties involved is necessary to evaluate possible communication and competence issues. The following organizations may participate in a customer's project:

• Customer himself
• Hardware partner
• Software partner
• Implementation partner
• Outsourcing partner such as hardware hosting, support, etc.

Service Level Management provides a periodic, long-term and cross-system reporting including business processes.

System Monitoring: Real-time monitoring of business processes and system components based on the CCMS infrastructure.

Business Process and Interface Monitoring: Monitoring for core business processes and covers all technical and business application-specific functions required for a smooth and reliable flow of business processes.

Service Level Reporting: Measures and communicates agreed service goals defined in your service level. agreements

• Triggers reports regularly, e.g. once a week or month
• Configuration without expert knowledge
• Evaluates key performance indicators
• Preconfigures recommendations to be individually tailored
• Facilitates forecasting

System Monitoring: System monitoring of core components to detect critical situations as early as possible. Support administrators working with new products. System monitoring and Central System Administration complement each other.

Business Process and Interface Monitoring: Detailed procedures for error handling and problem resolution. Precise definition of contact persons and escalation paths and tight integration of the customer’s support organization.

Issue Tracking and Reporting: Issues in software implementation/upgrade projects endanger or delay the successful implementation and production start.

It includes:

• Issues during operation software solutions
• Negative impact on the operation of software solution and the business of a company
• Issues tracking requires Clear description of the problem and the impact on the project / business or solution operation
• Definition of activities which resolve the problem situation
• Definition of responsibilities in the problem resolution process
• Monitoring and reporting of the status of the issues

• Supports implementation – Speeds up your Return on Investment
• Central platform for key implementation activities
• Support of global template projects
• Central repository for documentation and issues
• Supports operation – Reduces your Total Cost of Ownership
• Automatic notification when support services are needed
• Automatic reporting of key performance indicators for each system
• Solution monitoring including business process monitoring
• Issue tracking and reporting to safeguard implementation and Operation
• Graphical display of software, hardware and business processes
• Technical status of Business Processes
• Technical status of Systems
• Recommendations based on actual data

What are the Benefits of Service Level Management