Recently one of our Product Managers visited a large telecom customer in Brazil. He was pretty impressed with the way they were using Service Desk. They were doing two things differently In addition to Incidents, the monitoring tools were actually logging Critical and Warning events to the Service Desk application.They actually had people from different teams (network, Servers and Application mgmt sit as shown in the picture)The first set of people were working on preventive tasks (warning events) the next smaller set were proactively looking at critical events and resolving them The final incident management team was really small.This reminded me of a new concept in ITIL v3 that is known as an Operations Bridge. But if you think about it – in addition to the physcial location the use of a centralized tool to capture all important events from different tools is critical in ensuring that you have event management under control.
Managing IT Operations by Giving IT a Business Application Perspective.
Manage engine it360
ManageEngine IT360 April 2011
About ManageEngine• Formerly called AdventNet Inc.• Founded in 1996, privately held• Profitable since inception with ALL growth financed through customer acquisition (no external funding)• More than 50,000 customers around the world• 1500 employees, largely engineering & R&D• Development and Support Centre in Chennai• HQ in Pleasanton, CA with offices in NJ, TX, India, UK, China, Japan & Taiwan.• Extended presence via hundreds System Integrators, Channel Partners, Distributors, Resellers worldwide
ManageEngine PhilosophyThere is a better way to do IT Broad portfolio of IT Management Management Products Has Main Features Easy to ImplementBring Efficiency to IT Teams Can Scale for the Future Affordable Priced
Why we believe we can be successful Broad portfolio of IT 15 Years of building Network Management Products Management products Has Main Features Built large NMS systems for Tier-1 & Tier-2 carriers Easy to Implement R&D Culture: Bring Innovative Can Scale for the Future Technology to products Affordable Priced Culture of Openness, Flexibility & Customer Focus Execute efficiently, pass benefit to customer
ManageEngine Portfolio Servers & Windows Event Log &Network Desktop ServiceDesk Security Applications Infrastructure Compliance Network Server Desktop Active Windows Vulnerability HelpdeskMonitoring Monitoring Management Directory Event Logs Analysis Application Netflow Asset ITIL Service Syslog Patch Perf SQL Server Analysis Management Desk Management Management Monitoring Software Network End User Remote Exchange Firewall Log Password LicenseConfig Mgmt Experience Control Server Analyzer Management Tracking Used by 50,000 customers: 3 out of every 5 Fortune 500 companies
Introducing ManageEngine IT360 360˚ view across IT to proactively monitor performance before users report it Network Performance Server & Application Performance ITIL ServiceDesk, BSM, SLA, Event Management Database Performance End User Experience Management
Single Dashboard consolidated view • One tool for multiple needs – Break the Silos – Greater collaboration, visibility & accountability • Integration between IT Operations and IT Service Management – Faster time to resolution & reduced downtime
Benefits of Integrated Service Desk Automatic Incident logging Automatic Assignment & Notification Right Person works on the Problem
Ease of Implementation & Use• Ease of Implementation – Time to Implement – Skills required• Ease of Training Teams• Ease of Using product• Maintaining & upgrading system – Service Disruption? – Data, Config information loss?
IT360: Designed for Integration• Designed from ground-up to work together – All integration available out-of-the-box – All modules developed by ManageEngine
IT360 as ‘Smart Operations Bridge’ Operations Bridge“Physical location where IT Services and IT Infrastructure are monitored and managed."• Using IT360 as the Operations Bridge – All actionable IT events and Incidents are logged in IT360 Service Desk – Visibility for Service Desk & NOC Teams for faster resolution – increased IT operations efficiencies – reduced IT downtime – improvement in IT service quality
IT360: Key Features Unified IT Management Portal Unified views of IT Operations (Network, Servers, Apps, Database) Integration between IT Operations and IT Service Management Business Service Views Proactive Monitoring & Reporting Real-time alerting and Flexible Reporting Proactive SLA actions for service level monitoring Multi-protocol, Multi-vendor support Secure Authorization: Role based access control, Privilege based views Authentication: Strong Encryption & secure key management Scalability & Robustness Distributed Probe-Server Architecture for higher scalability High availability & Redundancy for robustness & reliability Ease of Use and Faster Learning curve
ManageEngine IT360 – Key Components • Integrated WAN • Availability / Traffic Analysis Performance/ • Performance Capacity Management Systems Management Network Monitoring (DB, Servers, Applications, Middleware) ITIL End User ServiceDesk & Experience CMDB Management • Automated • SLA Management Incident • Web / J2EE Transactions, SOA • Event Mgmt
SAP Performance MonitoringE.g. : SAP Application Performance & Availability Monitoring
The Big 4 approach Expensive Complex Army of Software integrations Consultants Your continuously growing Bill !
ManageEngine: Now, You have an Alternative! Value for Money • ONE VIEW of IT, designed from ground up • Rich Functionality • Easy to implement & Use (No Experts Required) • Great Support • Scalable, Flexible for future needs High Cost Solution • Professional Services, Consulting • Hire specialists to make it work • Acquired products with Clunky integration Empower YOUR TEAM: Make the Right Choice