99.99% availability isn't what it used to be. In fact, Customers are routinely lost to NOC's claiming to deliver 99.99% availability because on its own, this statistic is not terrifically meaningful. True SLA performance and management demands complete, fact-based, rich and timely data for analysis, correlation and visualization. MKAdvantage can assist with all the key elements of this important challenge by delivering the MKAdvantage Lighthouse for SLA's℠.
The MKAdvantage Lighthouse for SLA's℠ delivers:
- User Perspective Monitoring: NOC's see and feel what their customers see and feel.
- Incident and Problem management correlation: far more, and far more valuable than: "up, down, over utilized, underutilized, x/y/z errors", etc.
- Lean, relevant, EMS based monitoring that extends to every relevant collection points including Remedy (or any service desk), disparate in-house spreadsheets, event management systems or other collection points.
The MKAdvantage Lighthouse for SLA's℠ is delivered through a deep and broad understanding of the capabilities of industry standard Manager of Manager (MOM) platforms and device centric proprietary data sources/repositories. But more importantly the MKAdvantage Lighthouse for SLA's℠ is effective because we approach the problem consultatively with the seasoned understanding that all SLA's are not created equal, and that first and foremost there must be alignment between customer expectations and customer facing agreements -- through to internal capabilities, platforms, and agreements – all the soft and hard artifacts must be well understood, documented and mapped to enable an end product that is performant and profitable.
A typical MKAdvantage Lighthouse for SLA's℠ is a 22 week engagement which includes an intensive 4-6 week Assessment and Roadmapping effort. The results are mature, relevant, durable, manageable, inspectable, profitable SLA's.
To see how we deliver our SLA monitoring solution, please visit our Low Cost SLA Monitoring page.