IT Services Foundation

Foundation Management enables "sense and respond" service management to deliver on Key Performance Indicators and meet Service Level Agreements.

Foundation Management for Services is the front line defense in delivering high-value IT services without exception. This includes service reliability, service availability, meeting of Service Level Agreements, and the sensing of events across applications, internal and external to the organization, that combine to produce a situational condition that threatens the delivery of a service against any and all business measures of importance.

For IT services, (in particular for IT Business Services and IT Services as Business Products) failure to meet Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) can cost the organization revenue, create customer dissatisfaction, tarnish Brand and even place the organization in violation of contractual or regulatory requirements. Ideally, IT services will work in a Straight Through Processing (STP) model. However, individual transactions are prone to a number of challenges that can force deviation from the STP model including:

• Transactions that fail or stall due to transmission
• Applications that have a problem with certain data in a transaction
• An application has an error
• A user (human) error occurs
• Availability and response of systems in systems layer
• Availability and Health of components in component layer

With Foundation Management, services can be protected and managed across the entire IT architecture - including multiple IT architectures where partner organizations are involved in the service. With Foundation Management, services are supported with:

• Sub-second event detection to protect and improve SLA delivery
• Monitored and managed across any combination of applications behind a service
• User-definable event patterns to continually improve efficiency
• Alert classes proactively manage with context-based issue recognition
• Supported at all layers of IT architecture
• Documents (forensic evidence) FIVE W's as matter of record (who, what, when, where, why)

The IT Services Foundation from TDi Technologies® directly addresses the challenge of meeting Service Level Agreements and Key Performance Indicators of IT Business and Product Services. In addition, Foundation Management provides proactive, real-time (milliseconds) "sense and respond" monitoring and management that helps the IT organization proactively identify and resolve issues before they than impact service quality or transition into service failures.