Oblicore Guarantee™ is the industry leading Service Level Management solution that automates, activates and accelerates the management, monitoring, and reporting of business technology Service Level Agreements (SLAs) and Business Service Agreements for enterprises and service providers.
Oblicore Guarantee™ allows organizations to understand the performance and cost implications of service level agreements – in real time. For the first time, enterprises and service providers can leverage one solution to provide complete visibility and proactively manage service delivery across the business and technology infrastructure.
As a result, your organization will:
- Reduce cost and increase productivity surrounding Service Level Management
- Improve customer acquisition, customer satisfaction, and customer retention
- Improve corporate governance and reduce business risk
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The following illustration shows the concept of Oblicore Guarantee: to analyse business and operative obligations within in the context of existing service delivery agreements and defined service objectives. Service relevant data gathered within the IT infrastructure is integrated using an intelligent apdapter technology and continously analyzed in the context of the specific business logic by the aggregation and correlation engine (ACE). The result of these processes is presented in user or role specific dashboards, as an alarm or report - automatically and in realtime:
architecture
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Centralized Service Catalog
Oblicore Guarantee is architected correctly with a top-down, business-focused approach. It incorporates a powerful user-defined service catalog that encompasses a “menu of services” with all relevant measurement criteria, applicable performance bands and service owners. The service catalog is then used as the basis for creating a catalog of SLAs. It also serves to capture service level objectives, underpinning contracts and define performance targets. Likewise it establishes proactive alerting criteria as well as penalty/bonus logic, cost information and other key financial metrics. Because SLAs get renegotiated or augmented from time to time in real life, Oblicore Guarantee supports full version control, approval cycle and audit trail. Furthermore, Oblicore allows defining the service calendar including time zones, business days, scheduled maintenance and more.
Integrating service-relevant data sources
Once the SLAs are defined, Oblicore Guarantee enables fast integration with all relevant data sources: from network monitoring tools to helpdesk systems, operational performance, mainframe and proprietary systems up to flat file, Excel spreadsheets and XML feeds. Oblicore does not require you to change any of your underlying systems or processes, but rather latches onto them quickly to provide top-down, business-centric management of committed service and performance levels.
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Aggregation and Correlation Engine (ACE)
When new data comes from the underlying systems into Oblicore Guarantee, this measurement event is associated with all the SLAs it affects. Guarantee continuously analyzes these incoming data points in the context of the specific business logic defined for each SLA, performing ongoing compliance assessment. The result is that service delivery executives can check on the status on all business obligations at any given moment. Whether via a dashboard providing a bird’s-eye view of all SLAs or via scheduled or on-demand reports, SLA compliance information is always available. Guarantee also provides proactive alerts that notify the right people about prospective or actual violations, facilitating root-cause analysis and course correction as necessary.
Best Practices Approach
Oblicore provides custom-tailored "Best Practices Libaries" (for ITIL, finance, telco), to ensure an efficient implementation and a high degree of reusability. From a holistiv view this results in the reduction of total cost of ownership. Oblicore Guarantee covers more than 85% percent of standard market requirements and allows a benefit orientated implementation employing proven standard methods.
The result is a dramatic improvement in service delivery. A service delivery executive can immediately see forecasted or actual SLA violations. Answers to critical questions such as “What part of the service is at fault?”, “How long is this going on?”, “Who else is impacted?”, “How much is this costing us?” are just a few clicks away. Allowing rapid drill-down and root-cause analysis all the way from business obligation level to the underlying data sources is an extremely powerful proposition. Oblicore further automates other facets of service delivery management, providing trend analysis, production-quality reporting, a data store of historical operational and financial performance for planning or auditing purposes, and more.
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