This document discusses the key benefits that eMA provides to service providers in managing their service delivery and reporting to customers. eMA combines real-time monitoring and analytical reporting into a single tool. It allows integration with various third-party monitoring tools and data sources. eMA also provides configurable dashboards and reports that give users customizable views of key performance indicators and service level agreements on a per-customer basis. This helps service providers optimize service delivery and proactively manage customer SLA compliance.

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THIS DOCUMENT FOCUSES ON SEVERAL OF THE KEY VALUES THAT EMA PROVIDES TO SERVICE PROVIDERS
IN BETTER MANAGING THEIR SERVICE DELIVERY AND REPORTING TO THEIR CUSTOMERS.
Introduction Active Directory Integration Database Counters
There are an extremely large number of The whole process of user interaction eMA measures all key performance
tools available on the market for system with the dashboard can also be counters of the Database server
monitoring, and analytics / business interfaced to Active Directory, meaning environment, as well as measuring the
intelligence. One problem is that there is that once the access policies are defined performance of individual SQL statements
no link between the monitoring in eMA, they can be linked to the user for response time data.
requirements of IT operations, and the BI access policies already managed and
reporting expected by the business. eMite defined in Active Directory, maintaining a eMA has a series of extensive cook books
Analytics (eMA) was designed to solve single point of user administration. with predefined templates for
this problem by combining real time measurements of databases including SQL
monitoring and analytical reporting into Multiple Data Feeds Server, MySQL, Sybase and Oracle.
one tool. eMA is unique as it allows agents for
both Windows and UNIX to communicate SNMP Counters
Digital dashboards, or executive across TCP with low overheads. These
dashboards, are a good business eMA has an SNMP adapter that
agents provide several key functions. communicates in both a push or pull
management tool, used to visually
ascertain the status of a business method. SNMP devices can either be polled
eMA integrates with existing monitoring
enterprise through key business by eMA on a regular basis or configured to
and management technologies, not
indicators. However, their ability to provide push alerts to the eMA SNMP listener
requiring the replacement of existing
more than a mere snapshot of what is or tools already in use.
has occurred is limited. eMA interactively Log File Parsing
allows any user to drill down and analyze Existing databases, log files and data Parsing of log files with eMA is performed
present and past key performance data in stores are easily integrated to by the by a common user interface. In addition to
real time. eMA agents. Third party vendor tools for being able to parse and tail a log file of a
server, network, database monitoring, particular type by data that is included or
Compared to most of vendor solutions in etc are all able to be connected to. excluded, eMA’s agents are able to perform
the marketplace, eMA is an agnostic the parsing at the source, as opposed to
solution that interfaces with many 3rd In situations where an organisation may most solutions that adopt a data
party solutions. All vendors claim an ability not have a monitoring solution, eMA also warehousing approach. eMA can then be
to interface, but only eMA is capable of provides a range of performance configured to either send a predefined
correlating the data sets together into a monitoring functions for operating status alert or send the data extracted from
single presentation. This is where the systems, databases, log files, etc. the file. There are many benefits to this
majority of vendors fall short. For model, including the minimisation of
example, they are not being able to One of the key values to eMA’s design is network traffic.
correlate a service desk ticket with an that as service provider’s sign on new
SNMP trap and server performance data customers, they are able to use eMA to Integration with EMC SMARTS
from EMC, all represented as a KPI metric integrate to existing tools a customer eMA is able to replicate the network
on a customer by customer basis. may already have and present that data architecture that is automatically created by
through an eMA Dashboard, providing a EMC Smarts. This means that as devices
Multi-tenant Logins consistent look and feel. are added or removed by customer, eMA
A single instance of eMA is able to will be able to reflect those changes in its
support multiple customers/users with Example Data Feeds Dashboards. Additionally, eMA will be able
differing presentation and security roles. Windows and UNIX Metrics to keep better historical analysis data of
eMA is capable of not only providing eMA collects all relevant performance events created in EMC Smarts and report
different access by customer, it is also counters for operating system level on those in suitable time requirements.
capable of defining differing user roles and metrics. These metrics are able to be
access within a customer type. This extracted as frequently as required. CMDB Integration
means that all elements within the eMA Organisations invest in various
service model can be restricted by user-id. eMA has a series of extensive cook management components such as change
books with predefined templates for all management, incident management and
Additionally, all reports that are created key operating system metrics for configuration management. A weakness of
and offered in the Dashboard will only Windows and Unix Base systems these tools is their lack of integration
represent the data that each single user including ZLinux. between themselves and other vendor
has access to.
www.emiteanalytics.com

2. solutions. This is apparent even in so called structures, applications, products and Advanced Reporting
'all in one' packages, but even more so in any kind of IT to business mapping. The eMA also contains two unique features in
the cases where separate vendors are used service model is easily changed and the correlation and predictive capability.
to provide each component. configured via an online relationship
editor. Relationships can also be Correlation helps find performance
This is where the eMA integration provides synchronized from the CMDB as dependencies. A target metric business
value. eMA links information from all of required. metric can be selected and correlated
these components together to provide a against an IT metric. For example the
single view of configuration, incident and logon time to a website could be
change management. By integrating to Real Time Modelling and Monitoring correlated against disk IO and CPU. The
CMDB’s senior management can instantly Once these relationships are defined correlation would show which servers are
see the status of high level business they represent the status of the higher correlating most highly with these 2
processes and applications, technical levels in the service model, for example metrics.
managers can view their relevant technical the current customer SLA Status. Alarms
can be directed at the appropriate Predictive capability improves pro-active
metrics and their business mappings, and
members of staff on a customer basis, monitoring in an organization. The user
operations can start to prioritize the
rather than an infrastructure basis. can be informed of possible threshold
resolution of critical incidents by visualizing
Propagation rules can define redundancy breaches 1 month, or even 1 year in
the affected business processes.
in the infrastructure so that single failures advance. This can help capacity planning
do not result in the application showing and also reduce outages.
How CMDB Integration works
The configuration management database down.
KPI Reporting
(CMDB) provides eMA with the mappings KPI/SLA reporting based on technical
between technical metrics, business Dashboard Automation events from multiple sources is provided
applications and business Using a series of pre-created service and managed via the Dashboard. eMA
processes. These mappings can be model structures and automated calculates the effect of an event from any
refreshed in real-time, or on a daily basis. templates, eMA can automatically create given data source and presents the
a reporting hierarchy of information on a current SLA status for the month
Incidents are fed in real-time to the eMA customer by customer basis. For automatically.
system, and alarms propagated by severity example the weekly and monthly SLA
to their business mappings. availability, the number of alarms by Additionally, eMA’s predictive capabilities
product, Top 10 servers causing are able to give an indication on whether
Change information is also queried to see if problems, peak hour availability etc, can the SLA will be in breach if a current
any recent changes could have all be created automatically for each performance trend continues over time.
caused incidents impacting business user. This allows a service providers to focus on
processes. This can help speed up fault its business of service deliver, based on
resolution, and also provide warnings on The power of multi dimensional analysis the customer’s business and SLA’s, not
failed changes. makes the reporting possibilities with just according to a technological outage.
eMA almost limitless. The ability to ‘slice
Correlation and dice’ using the service model This moves service providers away from
Correlation of data is key to understanding relationships is unique to eMA and gives industry standard time based resolution, to
the performance and availability of your management the information they need pro-active based customer focused
environment. eMA takes the next step by to see in order to make their decisions delivery. These KPI/SLA Reports are able
indicating business KPI and SLA data, such near real-time on capacity, performance to be calculated on any time slice that is
as the number of service desk tickets and availability trends, SLA’s and KPI’s. required. This means that we are also able
raised, change requests in the queue, or to trend our deliverable over time and to
even the customer’s business type data Configurable Reporting drill down to the incident types that are
such as the number of credit transactions All reports in eMA are configured via the causing our outages.
processed each day. A service provider and Dashboard. eMA uses the latest
its customers already have access to much technologies that correlate all disparate Administration
of this data via various disparate sources data into a single reporting data source. As the eMA product is developed using
throughout the network. Via an online report builder, data can industry standard technologies, training to
effectively be sliced and diced by the become proficient in eMA is relatively
eMA’s value is being able to integrate user to define the report that is required. minimal. Standard skill sets such as SQL
performance and availability information Server, .Net and Windows server already
from existing tools, and turn that data into This report is then saved as a template exist in-house.
real-time KPI information, so that and will appear in the dashboard for that
instantaneously teams can make decisions user. The value to service providers here
based on fact, rather than wait for a report is that reporting overheads will be
to be created at a later point in time that decreased, the reports will be accessed
would indicate our deliverables. by each customer and we can also hand
some of the report generation over to the
Service Modeling and Relationships user with minimal training.
The core of eMA is the service modeling
capability. This allows the user to create As a standard, each user will be
relationships and groupings between provided with a pre-defined series of
metrics that are being monitored. These reports that will be accessed according
relationships can define geographies, team to their security profile.
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