Gen-i Takes a Significant Step to Making Monthly Reports Obsolete with eMite Service Intelligence
Gen-i’s proactive approach means that their customers now enjoy the benefit of real-time information flow and fact based conversations, where the customer can literally see the status of their service at any given time.
Sydney, August 23, 2011 - Gen-i has selected eMite Service Intelligence to evolve its customer reporting to a real-time approach, whilst being able to learn from history through advanced trending analysis. This was made possible through eMite's unique ability to both aggregate and correlate metrics from multiple underlying monitoring systems. Gen-i realised that unlike most vendors, eMite didn't just provide static reports for individual silos but uniquely it unified all silos allowing Gen-i to visualise connections between metrics that were not obvious before, via eMite’s Dashboard, thus enabling them to make better decisions faster.
Gen-i targeted the management of Service Levels across their Network Management applications as the first phase of eMite's rollout. This included unifying metrics that are aggregated from EMC's IONIX, HP's Service Manager and InfoVista initially, with CA's eHealth & Unicenter products the next to be onboarded. Gen-i’s proactive approach means that their customers now enjoy the benefit of real-time information flow and fact based conversations, where the customer can literally see the status of their service at any given time. This is in stark contrast to the approach prevalent across the IT industry of a monthly meeting, where issues in the report could have been festering for up to 30 days.
"The days of waiting for end of month reports are over. By delivering real-time information to our customers, where they gain visibility of the same data used by our operations and service management teams, customers can be confident that the ICT Operations of their businesses are in safe hands", says Darryl Grauman, Head of Strategy & Architecture for Gen-i. "Gen-i's program to unify information from disparate systems into a real-time client specific view of services and product performance has seen a significant improvement in the quality of customer relationships, as well as provided us with a step-change towards operational excellence."
“eMite has been working hard with Gen-i to deliver availability, capacity and service level reporting in real time. This is a great outcome for both Gen-i and their customers and we are proud to have enabled the next evolution of their supplier and customer relationships,” said Stuart Geros, CEO of eMite.
eMite is a leading provider of Service Intelligence software solutions that enable both internal IT departments and IT service providers to roll up existing silos of operational and technical metrics into an integrated view. The company counts Allianz, NSW Roads & Traffic Authority and CSC amongst its rapidly growing customer base. eMite leverages existing investments in Business Service Management and Monitoring solutions and adds the ability to assess risk and optimise performance at all four stages of Performance Management evolution allowing any enterprise to make Better Decisions Faster. For more information, visit the company’s website at www.emite.com.