Visionnaire helped a multinational to implement an SLA/SLM solution to control IT indicators
CLIENT
Data Center Industry Company
Data Center Industry Company
AREA
Information Technology
PROBLEM
A Brazilian multinational digital solutions company with operations in ten countries in Latin America identified that IT service management was essential for its business and developed, together with Visionnaire, a project to implement an SLA/SLM culture.
SOLUTION
Visisonnaire, through its know-how in service level management, helped the multinational of digital solutions in question to implement a process for these activities, including the creation of metrics, mentoring and specification of service level reports.
RESULTS
With the help from Visionnaire, it was possible for the Brazilian multinational digital solutions company with operations in ten countries in Latin America to implement an SLA/SLM solution to control its IT indicators for a Data Center.
Different indicators throughout the project were planned, specified, and implemented. In addition to the software solution itself, Visionnaire also assisted in the insertion of the SLA/SLM culture in the multinational in question.
TECHNOLOGY
The Visionnaire Pacto software was developed in Java and runs on Application Servers (IBM Websphere, Oracle Weblogic, JBoss, or Apache Tomcat). The system allows the use of any database due to a persistence layer that isolates dependence on a specific database, but in most deployments in a corporate environment, the database used is Oracle. Reporting frameworks (like JReports) and graphics generation (like Highcharts and D3) are also used.
Detailed problem:
A Brazilian multinational digital solutions company with operations in ten countries in Latin America faced the need to manage Information Technology indicators for a Data Center. To collect data for the indicators, systems such as HP OpenView (currently HP BTO Software), BMC Remedy and BMC Patrol were used.
There was a need for more improved management of a Data Center based on a Service Level Agreement (SLA) view. Therefore, the multinational in question looked for a company that would unify the data coming from the infrastructure management systems and transform them into service level indicators and reports.
Note: we describe the client as a Data Center Industry Company because, for contractual reasons of confidentiality, it is not possible to reveal the client's name.
Detailed solution:
Visisonnaire, through its know-how in Service Level Management, helped the multinational of digital solutions in question to implement a process for these activities, including the creation of metrics, mentoring and specification of service level reports.
The Visionnaire Pacto software was used, a solution developed to collect, measure and monitor SLAs for the unification of Service Level. The indicators developed were: Availability, Problem Resolution at First Level and Problem Resolution on Time.
