IT services management is a high-level security application used for ensuring that IT applications are working at their optimum levels. Good application performance monitoring and IT service management go hand-in-hand. Seen in this light, one cannot have effective IT services management without first ensuring end-to-end monitoring.
IT services management tool focuses on process and application interfaces more from the perspective of the user, than from the perspective of the technology professional or the vendor. IT services management focuses instead on how to interface hardcore IT processes with business needs and preferences.
Thus, IT services management is concerned with the operational part of activities related to IT, instead of IT architecture or processes. IT services management will thus take into account customer concerns and expectations. IT services management will also analyze whether processes are meeting these expectations or not.
Intersection with business objectives
Due to its role as a means or instrument that enforces or enables IT intent and goals, IT Services Management intersects or overlaps more with non-hardcore IT disciplines. As such, it works in close sync with management of business services as well as IT planning and management. The significance of effective IT services management lies in its ability to assess whether business objectives are being met or not, and whether end-user expectations and experience is favorable.
IT operations and service management of IT operations do not encompass IT project management. But financial controls for IT services may fall under the purview of IT services management.
The ideal IT services management tool:
> focuses on processes more from the user's perspective
> monitors the end-user experience
> monitors enforcement of Service Level Agreement (SLA)
> undertakes creating SLAs and also
> monitors whether the IT services are meeting business needs and metrics or not
> monitors and assesses whether a particular application needs troubleshooting or no; in case it needs some repairing, end-to-end monitoring can help raise an alert
> identifies and quarantines performance-related issues such that they can be dealt with before it starts affecting end-user experience
> also undertakes action to restore performance levels before it affects user experience
> assesses and reviews performance of any new application or process such that it can be calibrated to meet business metrics and performance expectations
> is able to review application processes and software such that performance-related decisions can be taken
> undertakes real time management for client-centric businesses
For most businesses that are poised to take a leap into the next level, it is best to invest in complete IT services management solutions that enable effective customer service and alignment with business goals and delivery commitments. A sound management system will not only keep a watch on performance, it will also ensure improved service delivery and enforcement of best practices.
About the Author:
Tevron develops and delivers powerful and comprehensive Application Monitoring Solutions, Service Level Agreement, End to End Performance, IT Services Management and Automated Testing Solutions available globally. Tevron has also successfully delivered enterprise Application Monitoring Solutions and Testing solutions to support every IT enterprise application to hundreds of customers across the globe. Tevron focuses on solutions that are scalable, flexible, and easy to maintain; they are also designed to support diverse environments, business processes and applications with a service oriented management.
A Service Level Agreement (SLA) is an important document that records specifics of a deliverable or project from inception to end.
Service Level Agreements are significant sources of data and information, including keeping track of goals met and conditions not fulfilled. An SLA is a necessary component in cases where critical projects and final-stage deliverables are handed over to an external vendor.
While drafting an SLA might be more of a norm than exception, when you draft a Service Level Agreement, you set down rules that determine how work will be measured and performance be monitored nd measured. Further, SLA will also eventually determine the quality of services provided by the vendor.
Why do I need one?
It's a good idea to create a Service Level Agreement because it does not leave anything to chance or expectations. An SLA brings together parties involved in an agreement, outlining details involving work, resources and deadlines. Typically, an SLA will outline in writing the expectations and the responsibilities of both parties. Thus, while the party that needs the work done has a clear idea of what it will be receiving, while the vendor or party that will execute the project provides the customer with a true estimate of its capabilities.
In this manner, the expectations of services and work to be received are legally bound and no longer open to individual interpretation. Thus, one party cannot tell the other that it is not doing work properly, or that work is not going as per schedule. In terms of high-value contracts, where significant amounts of money change hands, an SLA can prevent miscommunication and misunderstanding. Thus, a Service Level Agreement protects the interests of involved parties in the agreement.
Elements of a Service Level Agreement
Typically, an SLA will contain two kinds of elements: the service element and the management element. Service elements include:
- Availability and provision of customer requirements. In the case of a particular service being unavailable, the vendor may propose an alternate, which can then be assessed for feasibility
- Costs for different services and requests
- Deadline and timeframe for processing the request is also part of the SLA
- Outlining troubleshooting or steps to be taken in case of requirements not being met
Management elements include:
- Clearly defined procedures and processes, including mutually agreed-upon methods
- A dispute-resolution process in the case of conflict
- A clause that provides protection from third-party litigation that may arise out of failure to adhere to agreement
About the Author:
Tevron develops and delivers powerful and comprehensive Application Monitoring Solutions, Service Level Agreement, End to End Performance, and Automated Testing Solutions available globally. One of it's solutions, APM solution, addresses Service Level Agreement enforcement for all applications in an organization. APM solution also helps to regularize SLA reporting. Tevron's solutions are scalable, flexible, and easy to maintain; they are also designed to support diverse environments, business processes and applications with a service oriented management.
Nashua, New Hampshire, USA - Tevron today announced the addition of support for VMware vSphere to its suite of ETE Monitoring & Testing solutions. VMware vSphere is the industry's leading virtualization platform for building cloud infrastructures. With the latest releases of CitraTest, CitraTest APM, and CitraTest VU, Tevron again is taking the lead role in the ETE Monitoring & testing industry in providing support for every virtual environment including VMware vSphere and every application that is accessible from a Windows machine. As companies across the world move towards the Cloud and VMware vSphere, Tevron's ETE Monitoring & testing solutions will continue to offer the industry lead for application monitoring, load testing, and general automation. To learn more about Tevron's automated testing solutions or to request additional information, please call +1.866.788.3650 or visit http://www.tevron.com.
ABOUT TEVRON
Tevron is a global leader in application monitoring and Automated Testing. Through our all encompassing customer-centric vision and advanced technology, our APM & Testing Solutions allow the unique flexibility of supporting every application across the enterprise with one methodology delivering the ability to test, monitor, enforce SLAs, and optimize performance with confidence and ease. Founded in 2001, Tevron is a global organization and is privately held. Our vast and diverse range of customers are global leaders and include companies such as Alcon Labs, Alverno, Northrop Grumman, Xerox, Hewlett Packard, Siemens, and USPTO, to name a few.
TRADEMARKS
Tevron, the Tevron logo, and CitraTest are registered trademarks of Tevron, LLC. VMware vSphere is a registered trademark of VMWare. All other product references herein are either trademarks or registered trademarks of their respective owners.
For more information:
North America (HQ)
Tevron, LLC
Phone: +1 866.788.3650
EMEA
Tevron, LLC
Phone: +44 (0) 2033 184 432
Germany
Tevron, LLC
Phone: +49 (0) 698 088 4043
Nashua, NH. USA - Tevron, the leader in IT performance and end to end monitoring & testing solutions, announced today that one of the leading oil and gas drillers in the United States deployed CitraTest APM across their US locations for the active monitoring of all of their mission critical business drilling applications. They have over 9,000 employees.
Tevron was selected based on their powerful & flexible IT monitoring & testing technology that fully supports every one of their very complex applications and environments (Windows 2008 Server, Windows 7, Windows XP, Citrix). Having one enterprise monitoring solution that intelligently supports every application, every Windows operating system, and every version of Citrix is invaluable. Unlike the products from other vendors, Tevron offers a tightly integrated, simplified and scalable solution that meets the needs of their complex healthcare business and their ever changing technologies.
About Tevron (http://www.tevron.com)
Tevron is a global software company that develops and delivers the most powerful and comprehensive suite of End To End performance, Application Monitoring Solutions, SLA (Service Level Agreement) and Automated Testing Solutions available in the world today. Tevron has successfully delivered enterprise APM & Testing solutions that support every IT enterprise application to hundreds of customers worldwide.
Tevron, CitraTest VU, and the Tevron logo are trademarks or registered trademarks of Tevron, LLC. All other company and product names may be trademarks or registered trademarks of their respective companies.
© 2012 Tevron, LLC. all rights reserved.
For more information:
North America (HQ)
Tevron, LLC
Phone: +1 866.788.3650
EMEA
Tevron, LLC
Phone: +44 (0) 2033 184 432
Germany
Tevron, LLC
Phone: +49 (0) 698 088 4043
It's a well known fact that application monitoring is an ongoing process. Precisely for this reason, it is worthwhile to gauge the kind of monitoring support your system might need. Depending on the purpose they serve, most systems would need dedicated monitoring for different elements, i.e. internal applications, user interface, user experience, etc. For most client server and web applications though, end-user monitoring may be a necessity.
The Challenge
The challenge lies in recognizing application requirements from an end-user perspective. Many application monitoring systems are put into use with the understanding that these will cover the usual elements of application health monitoring. While this may be the case, several key areas such as actual end-user experience or end-user response time might be overlooked by a tool you may have specifically installed for monitoring purposes.
Real End-user Experience
You have employed the best infrastructure available. Your quality standards are also in keeping with industry best-practices. Your networks and servers are running fine and there are no technical issues. Despite these efforts, you still receive complaints on certain key business applications. If this sounds familiar, you may need to evaluate the end-user experience and employ monitoring your application specifically for this purpose.
The challenge also lies in defining end-user experience. For practical purposes, user experience is negative when your application pace is steadily declining, or the pace is slower than what the users are expecting, or it does not perform the task it is expected to perform. There are also other issues such as the application not reacting to commands, or behaving in an unexpected fashion, sending errors, etc. The application monitoring tool you decide to employ must be able to identify these problems. There are several different kinds of monitoring, specific to end-user experience:
- Agents that test system robustness by emulating end-users.
- Appliances that can help determine network behavior by monitoring web traffic for web-based applications.
- Agents that record end-user experiences from the user's perspective.
However, different kinds of monitoring systems come with diverse challenges; the foremost being the inability to replicate the user experience, and thus defeating the purpose of application monitoring.
Is there a Solution?
Even after you deploy different application monitoring systems, you may still not be able to get rid of end-user complaints. This could be because there are limitations to the monitoring approach of most tools.
Ideally, application health monitoring from end user perspective should include a tool that integrates different applications, their protocols, and their operating environments.
If you have a system that encompasses several different applications and you choose to monitor each one separately, the costs and effort of maintaining such a monitoring system would simply be prohibitive.
Ideally, you should choose a tool that can mimic your user behavior, while also taking into account diverse operating environments. Further, end-user experience of applications is best monitored by unobtrusive agents or those that do not affect other applications or servers.
About the Author:
Tevron develops and delivers powerful and comprehensive Application Monitoring Solutions, Service Level Agreement, End to End Performance, and Performance Testing Solutions available globally. Tevron has also successfully delivered enterprise Application Monitoring Solutions and Testing solutions to support every IT enterprise application to hundreds of customers across the globe. Tevron's solutions are scalable, flexible, and easy to maintain; they are also designed to support diverse environments, business processes and applications with a service oriented management.
Nashua, NH. USA - Tevron, the leader in IT performance and end to end monitoring & testing solutions, announced today that a leading global provider of information management and electronic commerce systems for the financial services industry deployed CitraTest VU for the performance testing and capacity planning of their Remote Desktop Services (RDS) Cloud environment. They have over 17,000 clients spanning the globe and over 23,000 employees.
Tevron was selected based on their powerful & flexible performance testing technology that fully supports every one of their very complex business applications (Thick client & Web) and Remote Desktop Services (RDS) Cloud environment. Having one enterprise performance testing solution that intelligently supports every application hosted in the RDS Cloud is invaluable. Unlike the products from other vendors, Tevron offers a tightly integrated, simplified and scalable solution that meets the needs of their complex financial services business and their ever changing Cloud technologies.
About Tevron (http://www.tevron.com)
Tevron is a global software company that develops and delivers the most powerful and comprehensive suite of End To End performance, Application Monitoring Solutions, SLA (Service Level Agreement) and RDP Performance Testing Solutions available in the world today. Tevron has successfully delivered enterprise APM & Testing solutions that support every IT enterprise application to hundreds of customers worldwide.
Tevron, CitraTest VU, and the Tevron logo are trademarks or registered trademarks of Tevron, LLC. All other company and product names may be trademarks or registered trademarks of their respective companies.
© 2012 Tevron, LLC. all rights reserved.
For more information:
North America (HQ)
Tevron, LLC
Phone: +1 866.788.3650
EMEA
Tevron, LLC
Phone: +44 (0) 2033 184 432
Germany
Tevron, LLC
Phone: +49 (0) 698 088 4043
Performance testing is not yet an established practice; it is a field that is emerging and soon would be an essential part of software engineering. It aims to evaluate system performance in terms of its ability to respond and continue to perform under specific conditions.
Performance testing can also be undertaken to determine how a system or application is performing in terms of resources consumption, time taken to complete one process or to check responses to certain tests it may be subjected to.
There are different types of application performance testing:
Configuration test: This is carried out to determine performance changes as a result of alterations in the system configuration or configuration of its parts.
Endurance test: Endurance tests examine application behavior and response under sustained activity or workload periods. Any decrease in performance quality or response time is noted. It is usually measured against values recorded at the beginning of the testing.
Load test: This test includes testing the application for its performance after specifying a number of users carrying out operations within a given time. This test can detect problems in the application software, depending on the criteria being tested.
Stress test: The stress test determines the extent to which the application can manage excess workload while continuing to perform at its optimal values. It helps to evaluate application performance, especially when expected load overshoots normal limits.
Another version of testing with increased workloads is called spike testing, where performance is evaluated while subjecting the system to unexpected spurts of high workload levels. Spike tests help determine whether the system will handle the sudden increase or fail.
Reliable performance testing
There are various performance testing tools and software to carry out reliable performance reviews. An ideal solution for performance testing should cover end-to-end performance of the system or application as well as evaluate it on the basis of real-time user experience. It should also determine whether the Service Level Agreement is being followed or not, as well as monitor the availability of critical applications and their performance before end users face problems.
The ideal performance testing software will not only detect problems, it will also generate an alert that will allow the system administrators to reach out and correct the error before detection by end-users.
About the Author:
Tevron develops and delivers powerful and comprehensive application performance solutions, service level agreement, end to end performance, and performance testing solutions available globally. Tevron has also successfully delivered enterprise application monitoring solutions and testing solutions to support every IT enterprise application to hundreds of customers across the globe. Tevron's solutions are scalable, flexible, and easy to maintain; they are also designed to support diverse environments, business processes and applications with a service oriented management.
Often, application monitoring is not taken seriously till the time a project goes live. At that stage, it gets difficult to tap problems and fix issues because end users are already involved. For this reason, application monitoring is best included at the time of deployment.
What are the other common challenges faced in application monitoring?
1. Applications with direct user-interface: Those applications that contain a higher volume of user-interfaces, such as banking applications or other interactive applications such as a touch-screen kiosk at a public place are prone to breaking down and leading to inconvenience, before being controlled effectively.
Application monitoring efforts introduced at the time of deployment itself can prove to be useful in detecting trouble before it grows bigger and affects operations. Proactive monitoring involves studying the application till it reaches a level where performance can suffer if the issue is not resolved.
2. A large user base: Applications that involve large user bases, for example a user base across the country, or globally. These applications need to support several parameters such as communication and illustrations that support several different languages and cultural preferences. In case of a global user base, such as that of a bank, the application may also need to support different currencies.
Effective performance of such applications may depend on performance monitoring undertaken by independent support groups located on site.
3. Shared resources and systems: Tracing problems is always difficult when there are multiple systems. In case of a shared system, most resources are also shared to enable optimization. However, when monitoring application performance of shared systems, the entire system must be expected to share the burden of breakdowns or a decrease in quality.
A similar problem is faced in set-ups that involve clusters of systems that share memory and network. Often, tracing the problem is the first challenge in monitoring performance in such applications because the source could be anything from a shared disk, to a CPU.
Meeting the challenges
The ideal performance monitoring tool will monitor the application, analyze performance in terms of quality and speed, and take corrective steps before the problem reaches the end user. Superior application monitoring tools also ensure SLA enforcement and bring out unauthorized changes or modifications to the system.
About the Author
Tevron develops and delivers powerful and comprehensive application monitoring solutions, service level agreement, end to end performance, and performance testing solutions available globally. Tevron has also successfully delivered enterprise application monitoring solutions and testing solutions to support every IT enterprise application to hundreds of customers across the globe. Tevron's solutions are scalable, flexible, and easy to maintain; they are also designed to support diverse environments, business processes and applications with a service oriented management.
Remote desktop services monitoring is indispensable for keeping an eye on applications running on Remote Desktop Protocol (RDP). Monitoring is essential to make sure that all applications are running as designed, particularly regarding their performance and response. Remote Desktop Services (RDS) monitoring can help detect problems in these applications before they blow up into issues of larger proportions.
However, RDS monitoring systems work better when:
> They are sensitive to catching responses and gauging problems
> They create alerts at the relevant time
Why install RDS monitoring at all?
Small businesses have limited budgets. This can translate into reduced infrastructure as well as restricted manpower. Remote desktop protocol (RDP) thus works very well for small businesses, while reducing the need for heavy investment in dedicated IT systems and manpower. Remote desktop services monitoring enhances and helps optimize RDP by ensuring it is performing at its peak.
Delays in detecting problems can result in delayed resolution time, leading to loss in productivity and, more seriously, business.
Effective remote desktop services monitoring
An effective RDS monitoring system has certain characteristics that enable it to optimize the work of Remote Desktop Protocol systems, as well as applications running on RDP.
Complete monitoring
RDS monitoring can engage the RDP like a human user, thus effectively testing applications and their performance. Moreover, engaging applications like a human user includes replicating moves and keystrokes. This allows for inconsistencies to be caught, even if they are at various different stages of the application.
Regular monitoring
Regular monitoring is essential to ensure problems are detected before they grow into bigger issues. Regular monitoring also provides understanding of the normal or usual behavior of a particular application while highlighting any aberration or deviation.
Real time monitoring
Real time monitoring is a very effective way of nipping trouble at the root. In case of problems with your RDP, your RDS monitoring system should ideally generate real time alerts that allow you to grab the problem and resolve it before it affects your users' systems.
An effective RDS monitoring system will replicate user behavior to access and test functioning of applications on the RDP effectively. Further, it should be independent and not make its presence known to the users. This in turn allows for increased efficacy as well.
Utilized effectively, an RDS monitoring system can save up immensely on cost and time - both of which are ingredients essential to the success of the small business.
About the Author
Tevron develops and delivers powerful and comprehensive Application Monitoring Solutions including RDS monitoring, Service Level Agreement, End to End Performance, and Automated Testing Solutions available globally. Tevron has also successfully delivered enterprise Application Monitoring Solutions and Testing solutions to support every IT enterprise application to hundreds of customers across the globe.
Tevron's solutions are scalable, flexible, and easy to maintain; they are also designed to support diverse environments, business processes and applications with a service oriented management.
Nashua, New Hampshire - Tevron today announced the addition of support for Microsoft Windows 8 to its suite of ETE Monitoring & Testing solutions. Windows 8 delivers a brand new user interface, Windows to Go, Windows Store, Internet Explorer 10 and much more.
With the latest releases of CitraTest, CitraTest APM, and CitraTest VU, Tevron again is taking the lead role in the ETE Monitoring & testing industry in providing support for every Windows environment including Windows 8 and every application that is accessible from a Windows machine. As companies across the world upgrade to the Windows 8 operating environment, Tevron's ETE Monitoring & testing solutions will continue to offer the industry lead for application monitoring, load testing, and general automation.
To learn more about Tevron's automated testing solutions or to request additional information, please call +1.866.788.3650 or visit http://www.tevron.com.
About Tevron
Tevron® is a global leader in APM and Automated Testing. Through our all encompassing customer-centric vision and advanced technology, our APM & Testing Solutions allow the unique flexibility of supporting every application across the enterprise with one methodology delivering the ability to test, monitor, enforce SLAs, and optimize performance with confidence and ease. Founded in 2001, Tevron® is a global organization and is privately held. Our vast and diverse range of customers are global leaders and include companies such as Alcon Labs, Alverno, Northrop Grumman, Xerox, Hewlett Packard, Siemens, and USPTO, to name a few.
Trademarks
Tevron, the Tevron logo, and CitraTest are registered trademarks of Tevron, LLC. Windows 8 is a registered trademark of Microsoft. All other product references herein are either trademarks or registered trademarks of their respective owners.
For more information:
North America (HQ)
Tevron, LLC
Phone: +1 866.788.3650
EMEA
Tevron, LLC
Phone: +44 (0) 2033 184 432
Germany
Tevron, LLC
Phone: +49 (0) 698 088 4043
Real time monitors are significant to any business for the simple reason that they provide information that is current. Under real time monitoring, systems are reviewed on an ongoing basis, in the process, generating a minute-by-minute account of the performance of the application. As such, results provided by a real time monitor are more dependable and accurate.
Real time monitors help support IT and business services management by speedy performance reports that allow problem notification through real-time alerts and responses. Real time monitoring systems are indispensable for even IT infrastructure monitoring.
In case a small-sized business is involved in offering services that need consistent and detailed monitoring, then real time monitoring systems are investments that are worth considering. A small business does not usually have large stores of time or manpower that can be expended on a regular basis. Because of this, in times of crisis, they are more likely to lose businesses and clients than a regular corporate. A small business therefore, needs to be very alert to situations that could spiral into problems so that these are nipped in the bud before they cause loss of money and precious business.
Real time monitoring reports are different from performance reports that are generated on a weekly or a fortnightly basis. While these periodic reports are equally useful, they cannot replicate the significance of a real time monitor. A real time monitor is especially useful for businesses that depend upon a very high degree of accuracy for their operation. Thus, you will typically find them being used for IT set-ups and set-ups that deal with communication programs, including alerts. Real time monitors also play a significant role in service level agreements or SLAs. Functions that are customer-centric, or based upon business service management also depend heavily on real time monitoring systems.
Another advantage provided by real time monitors is that they help you detect issues before they balloon into full-fledged problems. With moment by moment detection, early sensing of problems and malfunctions becomes a reality and corrective measures can be initiated immediately. Historic data mapping can be undertaken for systems where server uptimes are critical. Then, if they show a tendency towards malfunctioning, systems can be put into place to ensure backup of important data is automatic and some degree of corrective measures can also be put into place immediately.
For a small business that cannot afford to lose clients, an efficient real time monitoring system can prove to be a very smart decision. Problems can be resolved before the data suffers irreparable loss or, in case of client involvement, before the client suffers from downtime problems.
About the Author:
Tevron develops and delivers powerful and comprehensive application monitoring solutions, service level agreement, end to end performance, and real-time monitor solutions available globally. Tevron has also successfully delivered enterprise application monitoring solutions and testing solutions to support every IT enterprise application to hundreds of customers across the globe. Tevron's solutions are scalable, flexible, and easy to maintain; they are also designed to support diverse environments, business processes and applications with a service oriented management.
Nashua, NH. USA - Tevron, the leader in IT performance and end to end monitoring & testing solutions, announced today that one of the leading academic medical centers in the USA that are engaged in basic and clinical research to bring medical advancements directly from the laboratory to the bedside deployed CitraTest APM (http://www.tevron.com/citratest-apm.asp) & CitraTest (http://www.tevron.com/citratest.asp) across their US locations for the monitoring and testing of all of their mission critical business & medical applications. They have over 2000 physicians and 10000 employees.
Tevron was selected based on their powerful & flexible IT monitoring & testing technology that fully supports every one of their very complex business applications (Thick client & Web) and environments (Windows 2008 Server, Windows 7, Windows XP, Citrix). Having one enterprise monitoring solution that intelligently supports every application, every Windows operating system, and every version of Citrix and Terminal Services is invaluable. Unlike the products from other vendors, Tevron offers a tightly integrated, simplified and scalable solution that meets the needs of their complex healthcare business and their ever changing technologies.
About Tevron (http://www.tevron.com)
Tevron® is a global software company that develops and delivers the most powerful and comprehensive suite of End To End performance, Application Monitoring Solutions, SLA (Service Level Agreement) and Automated Testing Solutions available in the world today. Tevron has successfully delivered enterprise APM & Testing solutions that support every IT enterprise application to hundreds of customers worldwide.
Tevron, CitraTest APM, and the Tevron logo are trademarks or registered trademarks of Tevron, LLC. All other company and product names may be trademarks or registered trademarks of their respective companies.
© 2012 Tevron, LLC. all rights reserved.
For more information:
North America (HQ)
Tevron, LLC
Phone: +1 866.788.3650
EMEA
Tevron, LLC
Phone: +44 (0) 2033 184 432
Germany
Tevron, LLC
Phone: +49 (0) 698 088 4043
