Service Design
Service Level Management
EasyVista Service Management is not confined to checking compliance of service level agreements; it also provides tools to ensure that compliance is achieved.
- Sophisticated formulae can calculate incident resolution deadlines, taking account of normal or high-workload time periods.
- The actual level of availability of infrastructure and service components is monitored against availability objectives.
- Performance indicators are measured at regular intervals to check compliance with commitments given.
- Simulation tools measure the impact of unavailability on service level commitments.
- An alert and escalation mechanism to anticipate overrun risks.
Availability Management
With EasyVista Service Management, availability indicators make it possible to:
- set a target availability rate,
- compare it to the actual availability rate for the instant identification of discrepancies,
- consult powerful, complex availability indicators such as MTBF (Mean Time Between Failure), MTTR (Mean Time to Repair) and MTBSI (Mean Time Between Service Incidents).
Service Continuity Management
Service continuity plans provide a guarantee that interruptions in service will be limited, and describe the procedure for restoring service. Against the backdrop of constant change which characterises the IT environment, these plans are valid only if they are regularly tested and updated.
EasyVista Service Management allows you:
- to check that all services supplied are covered by continuity plans.
- to schedule regular revisions and tests.
- to set up alerts if these verifications are not made.
