Service management specialist Tertio has launched the second major release of its Observant service management software.
This latest version pro-actively resolves service threats before they have a chance to seriously affect a business. Early adopters include Barclays Bank and Salomon Smith Barney.
Tertio claims this release addresses service management from the perspective of the service consumer rather than the service provider. Service definition begins with the high-level description of the service that is required by the end user and incorporates non-IT components such as the staff availability and then works backwards to the IT infrastructure. According to Tertio, this is a first in the customer service industry.
New features include out-of-box integration with more than 120 network and systems management platforms and underlying device instrumentation.
It is service level agreement aware in that it understands SLA details such as hours of service and service availability targets.
Observant can report against SLAs and provide early warning of a potential breach. It also includes additional templates within the service model to define common infrastructure components in an effort to ensure that service models are more easily defined maintainable.
Tertio now offers a completely integrated service management productthrough Tertio Service Manager, a combination of Observant and Service Desk, based on Remedy's helpdesk.
Pricing for Observant starts at #100,000.
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