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Business Service Management
Software & Tools



The Infrastructure Management Disconnect

Your users access business services on-line. They are not aware of the details of the IT infrastructure supporting the business services - I.e, the network devices, servers, and applications. They do not care about the common IT metrics – CPU, memory, disk usage, etc. All of their complaints relate to the business service they are using. Yet, your administrators rarely take the end-user perspective into account when managing the infrastructure. Each administrator has his/her own tools for their specific domains (e.g., web servers, databases, networks, etc.), and they often have no common view of what is happening with the business service.

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A typical Citrix XenApp server infrastructure

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Monitoring Silos Does Not Suffice for Multi-Tier Infrastructures

Since each administrator uses a different toolset for their infrastructure tier, there is little or no integration across the silos. So when users complain, there is no simple way to determine where the user’s problem relates to.

Infrastructure triage is a hot potato! No administrator wants to admit it is their problem. Even worse, since they are not taking the user perspective, it is highly likely that they are not even seeing the problem in the first place. Consequently, when a problem is reported or detected, it takes several hours to troubleshoot what actually caused the problem – i.e., is it the network? Database? Application? Virtualization platform? Storage? And while this happens, the business continues to be impacted. Valuable time of your experts is also taken up in routine fire-fighting.

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Silo-based monitoring often results in the "Its not me!" syndrome
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eG Enterprise – Business Service Management Across Physical and Virtual Infrastructures

eG Enterprise is a business service monitoring and management solution for IT infrastructures. The business service management solution is a general practitioner for the IT infrastructure. It is the first point of contact to determine whether there is a problem with one of the critical business services. If there is a problem, the service management solution provides additional detail to help identify which domain(s) is responsible for the problem – i.e., is it the network, or the database, or the application, or storage, or the virtualization tier? By helping quickly identify where the bottleneck lies, the service management solution avoids finger-pointing between domain administrators. By helping administrators rapidly zoom into the root-cause of a problem, the service management solution helps administrators keep their critical business services running all the time. By pointing out the problematic tiers, the service management solution ensures that only the right administrators need be involved in fixing a problem. By differentiating the cause and effect of problems the service management solution ensures that administrators are focused on the cause of the problem and not distracted by the effects.

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A business service monitoring solution like eG Enterprise helps identify the infrastructure tier that is responsible
for a problem with the service performance

A service management system does not replace all the existing domain-specific administration and monitoring tools. Instead, it complements these existing expert solutions. While the domain-specific monitoring tools provide deep dives into the performance of specific tiers, they are often difficult to use and require experts to interpret the results. A service management solution is intended to be used by the customer support and level 1 support staff. Hence, it is designed to be easy to use and does not require a great deal of expertise to operate.

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eG Enterprise - An Ideal Business Service Management Solution for IT Infrastructures


  • Simple, easy to use, web-based interface from where administrators can monitor the health of their critical business services;
  • Topology views for business services that highlight where the problematic tier is;
  • Drill down into specific tiers to be able to pin-point the exact layer/metric that is causing a problem;
  • A consistent layer model representation across heterogeneous infrastructure components – servers, applications, network devices – so administrators do not have to experts at monitoring or administering each of these components;
  • Wide monitoring coverage including support for monitoring 150+ applications, 10+ operating systems, 9+ virtualization platforms;
  • Automatic root-cause diagnosis by analyzing inter-dependencies in the infrastructure, so administrators need not spend several hours understanding how each tier of the infrastructure is performing before determining where the bottleneck lies;


Business Value of the eG Enterprise Service Management Solution

  • The key value propositions of the eG Enterprise business service management solution are indicated below:
  • With eG Enterprise, you can now monitor the infrastructure from the end-user perspective and know about problems proactively, before users notice and complain;
  • eG Enterprise allows you to clearly understand which tier of the infrastructure is performing abnormally and to correct the problem before it becomes service impacting. You can thereby keep your users happy and ensure that the quality of service you are delivering exceeds the targeted service levels.
  • With eG Enterprise, you no longer need bridge calls and meetings that involve all of your experts. Now, you can now involve just the right experts in troubleshooting, a problem. This frees up the time of your expensive expert resources for more productive activities and ensures that you have higher operational efficiency.