Service providers need to deploy advanced IT monitoring and Business Service Management (BSM) solutions. Effective reporting
allows the them to demonstrate the value of the services they provide to their clients. It is a fundamental piece of the puzzle for maintaining a strong customer relationship.
The reporting must be as flexible as possible to give the right information at the right time to the appropriate people. ServicePilot allows you to offer differentiated cloud
and IT monitoring services, and expand your operations efficiently.
The operations/NOC teams of service providers can use ServicePilot products to ensure the performance of IT infrastructure and services.
The dashboards and reports provide day to day real-time management, so they can identify infrastructure disruptions, resolve problems, decrease downtime and provide monthly SLAs reporting.
ISM Enterprise also includes a service delivery portal that managed service providers can brand as their own. It allows multiple clients to access report content specific
to their account. The portal contains dynamic and custom dashboards, performance reports, and custom SLA reports. Each client can have a read-only view of their IT infrastructure.
Self Service Reporting Feature
ServicePilot ISM delivers multi-tenant reporting with high levels of security and advanced features:
- Supporting multi-tenant environments and providing customers with views into theirs own data and maps requires incorporating advanced security features.
These features include the implementation of access rights to portals and "hermetically sealing" configurations to restrict one client's access to another client's data.
- Self Service reporting feature allows the service provider to customize and automate most of the customer reporting tasks. This feature can be accessed directly through the web in the administrative function.
- Organizations require a way to measure service delivery. They expect their service providers to take a leading role in the definition, modelling, and analysis of SLAs that
include multiple relevant indicators. ServicePilot ISM allow service providers to effectively establish SLA reporting with trends and "clean days" representation.
- The service provider needs to understand client expectations in order to provide the best service. They also need a way to proactively manage the client. The capacity planning reporting feature
in ISM empowers service providers to be more proactive in their management and delivery of services.
Enhanced Reporting for VoIP and Unified Communications (UC)
Providing high quality of service reporting for VoIP and UC requires aggregating end user experience information, such as call quality details.
Service providers need to understand how their clients are really consuming services. This can include knowing which applications or network services are most important to a
particular client or user community, and how the usage patterns vary over a typical week. With this information, the service provider can then optimize the service levels or experience of their clients and high value users.