Reducing the operational cost of delivering support services
"Tomorrow, our customers will no longer pay us to handle their incidents but to no longer have them. In addition, we will have to provide more service with better quality for less money. We need to reduce the amount of alerts we receive in order to meet the reduction in operational cost. First of all, we are working on cleaning up "false positive" alerts. L’monitoring tool provides only "useful" alerts and helps us detect recurring incidents, efficiently configure alert thresholdsand propose a schedule of incidents to be dealt with on a priority basis"explains Claude Bonnet. "ServiceNav Monitoring has been designed to meet the challenges of decontamination, false positives and configuration. The features of mass configuration, alert configuration, service weather, automatic equipment and service census, equipment maintenance, web services that can directly attack the CMDB, all this to considerably reduce configuration time and avoid false positives".
"In 2012, we had several monitoring solutions GFI Max, SCOM,... These solutions did not allow us to respond to multi-client and hybrid environments (private and public cloud). In addition, we were looking for a solution that would allow us to grow our service business while controlling operating costs. The strong points of the product are the ergonomics, the weather concept of the user services with its dependencies, its efficiency in production and the centralization of alerts in a single platform. Beyond the various points I have already mentioned, it was important for my teams to work with the publisher of the product on which the entire IT department's production is based. We have regular operational and strategic meetings with Coservit to discuss our constraints and needs. ServiceNav Monitoring allows us to accompany the growth of our service business."
In conclusion, ServiceNav Monitoring is the daily tool at the heart of our operations. It provides us with the necessary efficiency to guarantee the availability and quality of service expected by our customers. Our Service Delivery Managers use ServiceNav Monitoring's automatic reports for their steering committee. Beyond the product, we exchange with Coservit so that they can provide us with the product that will enable us to meet the challenges of tomorrow.