Mercury Service Level Management
- Can you easily translate business SLAs into IT service metrics?
- Do your business users really care about IT-centric SLA metrics (“CPU uptime = 99.8%” or “Database availability = 99.7%”)?
- Do you use spreadsheets and other reporting resources to manually collect monitoring data — and would you prefer an automated approach?
- Are you alerted of SLA breaches in real-time before they occur, or after the fact?
Mercury Service Level Management™ enables you to proactively manage service levels from the business perspective and provide service level agreement (SLA)-compliance reporting for complex business applications in distributed environments. It covers key functional SLM requirements such as:
- The relationships of business service level requirements (SLRs) to operational requirements (OLAs).
- Flexible handling of planned downtimes and scheduled service disruptions.
- Real-time alerts and/or events on SLA breaches.
Mercury Service Level Management provides wizards for easy, guided definition of realistic, quantifiable availability and performance objectives that reflect business goals; measure performance and availability as experienced by end users; isolate and resolve performance problems before service-level objectives are breached. It enables you to track performance both on a real-time basis and for offline planning purposes. It also enables you to establish a Service Catalog of IT services (for internal and external customers) from which you can quickly create customizable SLAs for specific Service Catalog offerings.
Ultimately, with Mercury Service Level Management, you can:
- Reduce costs by eliminating the need for manual, ongoing report generation.
- Maximize the availability of revenue producing applications, thereby increasing the productivity of reservation agents.
- Reduce the level of effort required to produce and distribute service level documentation.
- Do your business users really care about IT-centric SLA metrics (“CPU uptime = 99.8%” or “Database availability = 99.7%”)?
- Do you use spreadsheets and other reporting resources to manually collect monitoring data — and would you prefer an automated approach?
- Are you alerted of SLA breaches in real-time before they occur, or after the fact?
Mercury Service Level Management™ enables you to proactively manage service levels from the business perspective and provide service level agreement (SLA)-compliance reporting for complex business applications in distributed environments. It covers key functional SLM requirements such as:
- The relationships of business service level requirements (SLRs) to operational requirements (OLAs).
- Flexible handling of planned downtimes and scheduled service disruptions.
- Real-time alerts and/or events on SLA breaches.
Mercury Service Level Management provides wizards for easy, guided definition of realistic, quantifiable availability and performance objectives that reflect business goals; measure performance and availability as experienced by end users; isolate and resolve performance problems before service-level objectives are breached. It enables you to track performance both on a real-time basis and for offline planning purposes. It also enables you to establish a Service Catalog of IT services (for internal and external customers) from which you can quickly create customizable SLAs for specific Service Catalog offerings.
Ultimately, with Mercury Service Level Management, you can:
- Reduce costs by eliminating the need for manual, ongoing report generation.
- Maximize the availability of revenue producing applications, thereby increasing the productivity of reservation agents.
- Reduce the level of effort required to produce and distribute service level documentation.