ServicePilot ISM Enterprise Datasheet [EN]

ISM Enterprise Solution Brochure

www.servicepilot.com

ISM Enterprise SIMPLIFY NETWORK AND APPLICATION MANAGEMENT


► Ensures that the infrastructure operates at the optimal level to support the business with a holistic service view of the real and virtual systems, voice/data networks, databases, and applications.

► Simplifies network and application management by providing an integrated, scalable solution that is easy-to-use, deploy, and integrate with other products.

► Extensive reporting for Service Level Agreements (SLA) compliance, performance and availability management, and capacity planning demonstrates the business value of IT to stakeholders and clients.

► Reduce operational and capital expense. Purchase only what you need today and ISM can grow seamlessly and adapt to your needs in the future.

► Support for hundreds of pre-defined technologies out-of-the-box: networks, servers, virtualized systems, applications, databases, and VoIP.

► Comprehensive fault and performance management.

► Multi-client capabilities for service providers that include isolated data collection and customized views that empower you to offer end-users with unique and secure reporting.

► A wide range of standard and customizable reports for availability, performance and service level management as well as capacity planning.

► Highly scalable, providing support for configurations from 150 to hundreds of thousands of objects with the ability to upgrade seamlessly.

► Can be easily adapted to support new and unique technologies.Open design enables integration with monitoring solutions from other vendors, telecom OSS, service desk applications, as well as other IT management software.

► Integration with ServicePilot APM for NetFlow, APM for VoIP and NBA for z/OS to support a wider range of environments and more in-depth monitoring and reporting.

► Open design enables integration with monitoring solutions from other vendors, telecom OSS, service desk applications, as well as other IT management software.

Benefits

Features

Enterprises and Service Providers need to simplify infrastructure management and reduce costs with easy-to-use service assurance solutions that support a wide range of technologies. They have to launch new services quickly without wasting time to adjust the monitoring platform while minimizing the potential for any downtime and performance degradations that would directly impact the business.

ServicePilot ISM Enterprise is an optimized platform that can transform your IT operations from reactive to proactive by providing true Integrated Service Management (ISM). It is an adaptable solution that helps assure the health and availability of business services through unified performance, availability, and service level management and capacity planning. It is an affordable solution designed for organizations of all sizes.

This integrated service management platform provides out-of-the-box support for hundreds of pre-defined IT and Telco technologies: networks, servers, VoIP, virtualized systems, applications, and databases. It is easily deployed with a highly intuitive interface, so you can realize immediate benefits. The innovative architecture can be easily expanded and adapted to support larger configurations and unique technologies with service and component views. It gives you the flexibility to manage multivendor environments with proactive, near real-time analysis.

The superior reporting provided by ISM Enterprise distills data from disparate sources across all technology silos into clear, predictive, and actionable information. ISM’s open design enables integration ServicePilot APM for NetFlow, APM for VoIP and NBA for z/OS application performance management tools. ISM can also be integrated with monitoring solutions from other vendors, telecom OSS, help desk applications, etc.

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A holistic view of your business services and the supporting infrastructure

Managing Network ComplexityThe adoption of virtualized systems, converged Multiprotocol Label Switching (MPLS) traffic with varying class of service (CoS) prioritizations, and the deployment of new equipment introduces higher degrees of complexity to network management. ServicePilot ISM Enterprise provides centralized monitoring of multivendor, multi-domain and multi-technology environments. It can manage performance data on capacity, traffic, and SLAs for tens of thousands of devices to reduce the inefficiencies of technology-silo solutions. ISM provides accurate modeling of dynamic MPLS and Carrier Ethernet configurations to ensure correct metrics are defined for every device, service and account by supporting the following out-of-the-box:

ISM generates reports to optimize traffic passing through network elements and data infrastructures, so you can achieve quality of service (QoS) targets for each service and customer. It also provides interoperability with other application performance management capabilities, including application traffic analysis, acceleration, and response-time management and WAN optimization.

Vendors Technologies and Services Quality and Performance Indicators

Cisco, Alcatel-Lucent, Ericsson, F5, Juniper, Nortel, Huawei, CheckPoint

IP/MPLS, Carrier Ethernet, IP-VPN, ATM, frame relay, DSL and Wi-Fi

CoS loading, jitter, utilization, response time, and saturation

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BUSINESS SERVICES

I.T. INFRASTRUCTURE

PRODUCTIVITYVALUE

UsersBusiness

Dashboards, Reporting and Analytics

Application Problem Resolution

Impact Analysis

Availability Management

Event and Correlation Analysis

Discovery

Quality Metrics

Performance Management

Capacity Management

Service Level Management

Integration with Third Party Tools

Integration with APM for Netflow and NBA for z/OS

Distributed and Virtual Servers

Applications and Middleware

VoIPStorage NAS/SAN/DAS

Network LAN/WAN

Database

INTEGRATED SERVICE

MANAGEMENT

ServicePilot ISM



Voice Performance Reports

Comprehensive Support for Physical and Virtual Infrastructures ISM Enterprise is architected as an integrated management platform, so there is no need for extra plug-ins or modules. It provides out-of-the-box support for a very wide range of technologies, and it is highly adaptable to support new and unique technologies. ISM monitors detailed heath metrics on a wide range of server configurations, and it provides in-depth monitoring of Microsoft Hyper-V and VMware environments and their associated virtual machines (VM). The performance and availability metrics include hosts, VM’s resource pools, etc. In addition, ISM supports the Cisco Unified Computing System (UCS), allowing the discovery of blade servers, virtual switches, fiber channel and Ethernet interfaces, and environmental components, including power, current, voltage, temperature, etc.

ServicePilot ISM includes SNMP level 3 monitoring, and the standard agents in ISM Enterprise can monitor devices and services by using WMI, SQL Requests, and Log Parsing. As a result, ISM Enterprise can support SAN/NAS and other storage devices as well as servers and network infrastructure. ISM agents can monitor web server logs (IIS and W3C format), so they provide in-depth support for Microsoft IIS and other web servers, such as Apache. They supervise the availability and response time of a web server and collect data from a specific URL to monitor a wide range of checkpoints and counters.

Application, Directory and Database Support You can quickly isolate performance problems with business-critical applications, such as email, directories and databases – before they affect your end users. ISM monitors all Microsoft Exchange server resources and services as well as Active Directory server availability and response time, and replication. It ensures Lotus Domino database integrity and availability, client-to-server connectivity, and the end-user service levels of Lotus Notes applications.

Oracle, Microsoft SQL, Microsoft Access database servers as well as generic databases with an ODBC connection and Excel are monitored. A wide array of availability and performance metrics for SQL Server, Oracle, MySQL and PostgreSQL are collected via pertinent requests in the ISM agent which feed the integrated packages. Performance is monitored from the end-user's perspective (monitoring response times for defined SQL queries) and a server perspective (monitoring database server integrity). All database status data is collected for real-time alert generation and performance reporting, and leveraged for SLA creation, monitoring, and compliance reporting.

Support for Multi-Vendor VoIP and UC ConfigurationsVoIP is a key component of Unified Communications (UC). UC must offer the reliability, interoperability and security of a voice network, and the efficiency, mobility and manageability of a data network. ServicePilot ISM provides real-time and comprehensive call performance monitoring and reporting for Cisco, Alcatel-Lucent, Avaya and Aastra. It can seamlessly monitor heterogeneous voice infrastructures to simplify the process of implementing and supporting VoIP while simultaneously providing IP data infrastructure and telephony over IP service management.

Server Configuration Monitored OS and Virtualization Software Server Health Metrics

Web, Directory, Email, Database, Applications, File/Print, Terminal, Virtual, Blade, Clustered, FTP

Windows, Linux, ESX/vSphere, Hyper-V, AIX, HP UX, Solaris, i5/OS (AS/400)

CPU, Memory and Disk Utilization, Processes, Services, File System, Network Interface, Print Queues, Message Logs, Statistics, Performance Counters, and Batch Jobs

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ISM Enterprise analyzes voice communication quality through call and QoS ticket collection, and it can detect incidents over a multi-vendor VoIP infrastructure. End-user voice quality monitoring is based on the collection of call detail records (CDR). The distribution of call quality is based on jitter, latency, lost packets and MOS. ISM Enterprise can generate alarms on degraded calls, build dashboards on activity of telephony applications, anticipate evolutions, and produce SLA reports on call quality. ISM enables quality assurance and the integration of the Cisco IP SLA Jitter MOS test. Role-based reports are available, and you can customize your reports using templates or create them from scratch.

Powerful, Adaptable, Simple and SecureServicePilot ISM Enterprise is highly scalable, easy to use, and secure. A base configuration starts at 150 objects. The ISM architecture is very efficient, so you can minimize complexity as you grow. To increase the number of devices, interfaces and/or applications being monitored, you simply add objects according to your current requirements. You can support up to 100,000 objects using a single system. Additional licenses can be added to support larger configurations, so there is no limit to the number of objects that can be supported. This eliminates the need to manage multiple tools or consoles, as you expand support.

Support for each technology is implemented as a package, a value-added integration to build a complete configuration. It defines the mapping representation, thresholds and pre-configured reporting. Packages are provided as templates, and they can be customized according to your requirements during installation. Many environments have unique subsystems and configurations, so a variety of different methods are required for discovering elements, collecting data and monitoring. If additional support is required, a user can create their own custom technology package for advanced integration of any script results. With only a few mouse clicks, ISM Enterprise is configured for the supervision of different technologies, and the results of scripts are integrated via a customizable API that enables ISM to collect any script results. Simple and complex indicator reports are easily created for all objects, classes, devices, views and networks. Security parameters can be established by user and by group to isolate who has access to specific information and reports. The isolated data collection and the ability to customize views enable you to offer end-users with unique and secure reporting.

Users require access to critical databases and applications for vital business functions to support daily operations and continuity. This requires conformity with other parameters, such as data center security standards, integration with directories and composite applications, and support for dynamic virtualized infrastructure components. Therefore, end-to-end application performance monitoring requires a solution able to support flow collection and analysis, application response time analysis, traffic simulation, and business views and SLA calculations per application.

Fault ManagementOperations teams need an end-to-end view of real and virtual infrastructures as well as applications, so they can readily see the impact of component degradation on a site or a service. ISM Enterprise discovers the topology, inventories all of the network devices and components, so it can establish a complete map of the network. It efficiently monitors the environment providing the correlated alerts

and facilitating rapid root cause analysis. The information can be displayed in standard or customizable dashboards and reports.

ServicePilot ISM also offers business service management capabilities that put IT infrastructure performance insights into a business context, so you can understand the impact of infrastructure problems and performance degradation on an organization. You can build a wide range of views and impact matrices to gain a better understanding of the real and virtual infrastructure that supports the delivery of applications and services. ISM’s Impact Matrix View of real time service delivery quickly identifies the downstream effect on end-users when there’s a problem. This enables operations teams and service providers to offer insight into the impact of availability and performance issues on service levels.Example of a customized dashboard, including technical and geographic views

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Pro-Active ManagementThe series of high level and detailed capacity planning reports available in ISM enable your organization to provide more proactive service management. The reports include detailed analysis of historical data and trends identification, so you can anticipate necessary changes, forecast growth, and efficiently manage all physical and virtual components. They automate the collection of trend data to make it easy to view growth rates and project when capacity will be reached. Additionally, ISM’s centralized monitoring tracks performance over time to identify hot spots, peak hours, and potential outages, providing you with the information you need to avoid outages due to problems such as full disk errors.

Example of Capacity Planning report for storage indicating global trends and projected values by component

Impact Matrix View report provides visibility and context for assessing the effects of network problems

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Superior ReportingISM Enterprise features over 100 standard reports for availability, performance, service level management and capacity planning. These intuitive reports enable your organization to be more proactive in identifying, prioritizing and resolving problems before they impact end-users. ServicePilot ISM provides complete analysis of all components for immediate results. It offers clear and concise incident alerts for quick remediation to help service desks and service providers pinpoint application performance issues faster and reduce overall time to repair a problem. The reports available from ServicePilot ISM are in HTML format. HTML configuration flexibility provides almost limitless customization options. You can develop and combine reports to address the needs or your organization and clients and output them in PDF format.

Examples of ISM Enterprise ReportsThe following is an overview of some of the reports available from the ServicePilot ISM Enterprise that can help your organization, end-users and management:

Databases: Monitor across Microsoft Access, Oracle, ODBC, and SQL Server databases. A database-quality index provides you with a way to easily view database health correlated to system information.

Application Response: Quickly troubleshoot performance problems and identify bottlenecks to minimize their impact and examine long-term trends for application tuning, capacity planning.

Customized: Using the Web interface, these reports are easily tailored to meet the unique needs of any individual user. They can include any collection of trend charts that are critical to a particular user’s job function. The reports can be combined and output as PDF files to address the requirements of your end users and management.

Service Availability: Monitor your critical business applications real time to assess performance and availability of all components.

Service Level: Demonstrate overall QoS across different classes of service compliance requirements with internal and external SLAs. You can adapt and tailor views for executives, managers, and service customers to specific business needs by defining SLA goals, core thresholds, and other performance metrics.

Health: Evaluate the health of a group of components by comparing current performance to historical performance over time. You can easily spot the overall status of a component by its health index.

At-a-Glance: Provide a comprehensive view of the availability and performance of a particular resource, displaying the key statistics over a specified time to help significantly reduce the time spent troubleshooting.

Trend: Track the value of one or more performance variables to reveal traffic patterns over time, and relationships between network components and certain variables.

Top N: Sorts the elements that meet some user-defined criteria. They can be scheduled to run automatically at specified intervals or generated on-demand.

Customized reports can be exported in PDF format6


Copyright ©2011 ServicePilot Technologies. All rights reserved. All trademarks, trade names, service marks, and logos referenced herein belong to their respective companies. This document is for your informational purposes only. ServicePilot assumes no responsibility for the accuracy or completeness of the information.

ISM Enterprise SpecificationsMonitoring and Reporting:

• Collection:

• SNMP v1, v2 and v3, WMI, FTP, traps, log analysis, XML, SQL, Telnet, Syslog and CDR-CMR

• Custom API to collect script results

• Cisco Performance and QoS Analysis

• IP SLA test (between two routers): DHCP, DNS, FTP, HTTP, ICMP Echo, TCP Connect, UDP Connect, VoIP UDP Jitter

• Flow matrix: NAM cards and NBAR

• Classes of service (CBQoS), MPLS, VPN analysis, and multicast flow using MIB analysis

• Reporting:

• Rich Internet Application (RIA) Web Interface

• PDF Reports can be generated and scheduled as required

Integration:

• ServicePilot products: APM for NetFlow, APM for VoIP and NBA for z/OS

• Third Party products: Support for most vendors; professional services may be required

Minimum/Recommended Platforms and Server Hardware

• Windows XP / Vista / 7 / 2003 Server / 2008 Server

• Microsoft .NET Framework 3.5

• Microsoft Silverlight 3.0

• Java Runtime Environment 1.6.0

• Recent Dual Core processor

• 4 GB RAM

• 80 GB Hard Drive (an object generates approximately a 1 MB file per month)

• 10/100/1000 Ethernet interface (report collection and management port)

Contact Us

Americas Phone: (toll free) +1 888 317 6753 Europe Phone: +33 2 40 60 13 30

Integration with Other ToolsThe unified and open design of ServicePilot ISM Enterprise can be deployed as a standalone product or interfaced with monitoring solutions from other vendors, such as HP, IBM, Cisco, etc. It can also be integrated with service desk applications, telecom Operations Support Systems (OSS), Configuration Management Systems (CMS), inventory management tools, etc. ISM Enterprise can also be integrated with other ServicePilot products, including APM for NetFlow, APM for VoIP and NBA for z/OS. The ability to easily integrate with other products and solutions provides in-depth monitoring, management and analysis of all components and major operating system platforms, so you can expedite remediation, better allocate resources, and avoid disruption of services.

A synergistic solution for network and application performance management

SAN System

SAN Switch

Application Server

Network Switch

Enterprise Server

Enterprise Storage

Disk System

APM for Netflow:

Application Performance

ISM Enterprise:

Real and Virtual

Infrastructure


ServicePilot ISM Enterprise Datasheet [EN]

Technology

network management

management software

service desksolutions

service desk applications

performance data

ism enterprise integration

box support

holistic service viewto