ServicePilot ISM Enterprise - Powerful Service Management Solution

1. www.servicepilot.com
ISM Enterprise
Solution Brochure

2. SIMPLIFY NETWORK AND APPLICATION MANAGEMENT
ISM Enterprise
Benefits
► Ensures that the infrastructure operates at the optimal Enterprises and Service Providers need
level to support the business with a holistic service view
to simplify infrastructure management
of the real and virtual systems, voice/data networks,
databases, and applications. and reduce costs with easy-to-use service
assurance solutions that support a wide
► Simplifies network and application management by
providing an integrated, scalable solution that is easy- range of technologies. They have to launch
to-use, deploy, and integrate with other products. new services quickly without wasting time
► Extensive reporting for Service Level Agreements (SLA)
to adjust the monitoring platform while
compliance, performance and availability management, minimizing the potential for any downtime
and capacity planning demonstrates the business value and performance degradations that would
of IT to stakeholders and clients. directly impact the business.
► Reduce operational and capital expense. Purchase only
what you need today and ISM can grow seamlessly
ServicePilot ISM Enterprise is an optimized
and adapt to your needs in the future. platform that can transform your IT
operations from reactive to proactive
Features by providing true Integrated Service
Management (ISM). It is an adaptable
► Support for hundreds of pre-defined technologies
out-of-the-box: networks, servers, virtualized systems,
solution that helps assure the health and
applications, databases, and VoIP. availability of business services through
unified performance, availability, and service
► Comprehensive fault and performance management.
level management and capacity planning.
► Multi-client capabilities for service providers that include It is an affordable solution designed for
isolated data collection and customized views that
empower you to offer end-users with unique and secure organizations of all sizes.
reporting.
► A wide range of standard and customizable reports for This integrated service management platform
availability, performance and service level management provides out-of-the-box support for hundreds of
as well as capacity planning. pre-defined IT and Telco technologies: networks,
► Highly scalable, providing support for configurations servers, VoIP, virtualized systems, applications, and
from 150 to hundreds of thousands of objects with databases. It is easily deployed with a highly intuitive
the ability to upgrade seamlessly. interface, so you can realize immediate benefits. The
innovative architecture can be easily expanded and
► Can be easily adapted to support new and unique adapted to support larger configurations and unique
technologies.Open design enables integration with technologies with service and component views.
monitoring solutions from other vendors, telecom It gives you the flexibility to manage multivendor
OSS, service desk applications, as well as other IT environments with proactive, near real-time analysis.
management software.
The superior reporting provided by ISM Enterprise
► Integration with ServicePilot APM for NetFlow, APM distills data from disparate sources across all
for VoIP and NBA for z/OS to support a wider range technology silos into clear, predictive, and actionable
of environments and more in-depth monitoring and information. ISM’s open design enables integration
reporting. ServicePilot APM for NetFlow, APM for VoIP and
NBA for z/OS application performance management
► Open design enables integration with monitoring
tools. ISM can also be integrated with monitoring
solutions from other vendors, telecom OSS, service desk
solutions from other vendors, telecom OSS, help
applications, as well as other IT management software. desk applications, etc.
1
www.servicepilot.com

3. SIMPLIFY NETWORK AND APPLICATION MANAGEMENT
ISM Enterprise
VALUE BUSINESS SERVICES PRODUCTIVITY
Users
Business
Dashboards, Reporting and Analytics
Integration
with Third Party Tools
Application Problem Resolution
Service Level Management
INTEGRATED Impact Analysis
Capacity Management
SERVICE
MANAGEMENT
ServicePilot ISM
Availability Management
Performance Management
Event and Correlation Analysis
Quality Metrics
Integration Discovery
with APM for Netflow and NBA for z/OS
I.T. INFRASTRUCTURE
Distributed and Storage Network Applications and
Database VoIP
Virtual Servers NAS/SAN/DAS LAN/WAN Middleware
A holistic view of your business services and the supporting infrastructure
Managing Network Complexity
The adoption of virtualized systems, converged Multiprotocol Label Switching (MPLS) traffic with varying class of service (CoS)
prioritizations, and the deployment of new equipment introduces higher degrees of complexity to network management. ServicePilot
ISM Enterprise provides centralized monitoring of multivendor, multi-domain and multi-technology environments. It can manage
performance data on capacity, traffic, and SLAs for tens of thousands of devices to reduce the inefficiencies of technology-silo solutions.
ISM provides accurate modeling of dynamic MPLS and Carrier Ethernet configurations to ensure correct metrics are defined for every
device, service and account by supporting the following out-of-the-box:
Vendors Technologies and Services Quality and Performance Indicators
Cisco, Alcatel-Lucent, Ericsson, F5, IP/MPLS, Carrier Ethernet, IP-VPN, CoS loading, jitter, utilization,
Juniper, Nortel, Huawei, CheckPoint ATM, frame relay, DSL and Wi-Fi response time, and saturation
ISM generates reports to optimize traffic passing through network elements and data infrastructures, so you can achieve quality of
service (QoS) targets for each service and customer. It also provides interoperability with other application performance management
capabilities, including application traffic analysis, acceleration, and response-time management and WAN optimization.
2
www.servicepilot.com

4. SIMPLIFY NETWORK AND APPLICATION MANAGEMENT
ISM Enterprise
Comprehensive Support for Physical and Virtual Infrastructures
ISM Enterprise is architected as an integrated management platform, so there is no need for extra plug-ins or modules. It provides out-of-
the-box support for a very wide range of technologies, and it is highly adaptable to support new and unique technologies. ISM monitors
detailed heath metrics on a wide range of server configurations, and it provides in-depth monitoring of Microsoft Hyper-V and VMware
environments and their associated virtual machines (VM). The performance and availability metrics include hosts, VM’s resource pools,
etc. In addition, ISM supports the Cisco Unified Computing System (UCS), allowing the discovery of blade servers, virtual switches, fiber
channel and Ethernet interfaces, and environmental components, including power, current, voltage, temperature, etc.
Server Configuration Monitored OS and Virtualization Software Server Health Metrics
Web, Directory, Email, Database, Windows, Linux, ESX/vSphere, Hyper-V, CPU, Memory and Disk Utilization, Processes,
Applications, File/Print, Terminal, AIX, HP UX, Solaris, i5/OS (AS/400) Services, File System, Network Interface,
Virtual, Blade, Clustered, FTP Print Queues, Message Logs, Statistics,
Performance Counters, and Batch Jobs
ServicePilot ISM includes SNMP level 3 monitoring, and the standard agents in ISM Enterprise can monitor devices and services by using
WMI, SQL Requests, and Log Parsing. As a result, ISM Enterprise can support SAN/NAS and other storage devices as well as servers and
network infrastructure. ISM agents can monitor web server logs (IIS and W3C format), so they provide in-depth support for Microsoft IIS
and other web servers, such as Apache. They supervise the availability and response time of a web server and collect data from a specific
URL to monitor a wide range of checkpoints and counters.
Application, Directory and Database Support
You can quickly isolate performance problems with business-critical applications, such as email, directories and databases – before they
affect your end users. ISM monitors all Microsoft Exchange server resources and services as well as Active Directory server availability and
response time, and replication. It ensures Lotus Domino database integrity and availability, client-to-server connectivity, and the end-user
service levels of Lotus Notes applications.
Oracle, Microsoft SQL, Microsoft Access database servers as well as generic databases with an ODBC connection and Excel are monitored.
A wide array of availability and performance metrics for SQL Server, Oracle, MySQL and PostgreSQL are collected via pertinent requests
in the ISM agent which feed the integrated packages. Performance is monitored from the end-user's perspective (monitoring response
times for defined SQL queries) and a server perspective (monitoring database server integrity). All database status data is collected for
real-time alert generation and performance reporting, and leveraged for SLA creation, monitoring, and compliance reporting.
Support for Multi-Vendor VoIP
and UC Configurations
VoIP is a key component of Unified
Communications (UC). UC must offer the
reliability, interoperability and security
of a voice network, and the efficiency,
mobility and manageability of a data
network. ServicePilot ISM provides real-
time and comprehensive call performance
monitoring and reporting for Cisco,
Alcatel-Lucent, Avaya and Aastra. It can
seamlessly monitor heterogeneous voice
infrastructures to simplify the process
of implementing and supporting VoIP
while simultaneously providing IP data
infrastructure and telephony over IP
service management.
3 Voice Performance Reports
www.servicepilot.com

5. SIMPLIFY NETWORK AND APPLICATION MANAGEMENT
ISM Enterprise
ISM Enterprise analyzes voice communication quality through call and QoS ticket collection, and it can detect incidents over a multi-vendor
VoIP infrastructure. End-user voice quality monitoring is based on the collection of call detail records (CDR). The distribution of call quality
is based on jitter, latency, lost packets and MOS. ISM Enterprise can generate alarms on degraded calls, build dashboards on activity of
telephony applications, anticipate evolutions, and produce SLA reports on call quality. ISM enables quality assurance and the integration
of the Cisco IP SLA Jitter MOS test. Role-based reports are available, and you can customize your reports using templates or create them
from scratch.
Powerful, Adaptable, Simple and Secure
ServicePilot ISM Enterprise is highly scalable, easy to use, and secure. A base configuration starts at 150 objects. The ISM architecture
is very efficient, so you can minimize complexity as you grow. To increase the number of devices, interfaces and/or applications being
monitored, you simply add objects according to your current requirements. You can support up to 100,000 objects using a single system.
Additional licenses can be added to support larger configurations, so there is no limit to the number of objects that can be supported. This
eliminates the need to manage multiple tools or consoles, as you expand support.
Support for each technology is implemented as a package, a value-added integration to build a complete configuration. It defines the
mapping representation, thresholds and pre-configured reporting. Packages are provided as templates, and they can be customized
according to your requirements during installation. Many environments have unique subsystems and configurations, so a variety of
different methods are required for discovering elements, collecting data and monitoring. If additional support is required, a user can
create their own custom technology package for advanced integration of any script results. With only a few mouse clicks, ISM Enterprise
is configured for the supervision of different technologies, and the results of scripts are integrated via a customizable API that enables ISM
to collect any script results. Simple and complex indicator reports are easily created for all objects, classes, devices, views and networks.
Security parameters can be established by user and by group to isolate who has access to specific information and reports. The isolated
data collection and the ability to customize views enable you to offer end-users with unique and secure reporting.
Users require access to critical databases and applications for vital business functions to support daily operations and continuity.
This requires conformity with other parameters, such as data center security standards, integration with directories and composite
applications, and support for dynamic virtualized infrastructure components. Therefore, end-to-end application performance monitoring
requires a solution able to support flow collection and analysis, application response time analysis, traffic simulation, and business views
and SLA calculations per application.
Fault Management
Operations teams need an end-to-end view of real and virtual infrastructures as well as applications, so they can readily see the impact
of component degradation on a site or a service. ISM Enterprise discovers the topology, inventories all of the network devices and
components, so it can establish a complete map of the network. It efficiently monitors the environment providing the correlated alerts
and facilitating rapid root cause analysis. The
information can be displayed in standard or
customizable dashboards and reports.
ServicePilot ISM also offers business
service management capabilities that put
IT infrastructure performance insights into
a business context, so you can understand
the impact of infrastructure problems
and performance degradation on an
organization. You can build a wide range
of views and impact matrices to gain a
better understanding of the real and virtual
infrastructure that supports the delivery
of applications and services. ISM’s Impact
Matrix View of real time service delivery
quickly identifies the downstream effect
on end-users when there’s a problem.
This enables operations teams and service
providers to offer insight into the impact
of availability and performance issues on
Example of a customized dashboard, including technical and geographic views
service levels. 4
www.servicepilot.com

6. SIMPLIFY NETWORK AND APPLICATION MANAGEMENT
ISM Enterprise
Impact Matrix View report provides visibility and context for assessing the effects of network problems
Pro-Active Management
The series of high level and detailed capacity planning reports available in ISM enable your organization to provide more proactive
service management. The reports include detailed analysis of historical data and trends identification, so you can anticipate
necessary changes, forecast growth, and efficiently manage all physical and virtual components. They automate the collection
of trend data to make it easy to view growth rates and project when capacity will be reached. Additionally, ISM’s centralized
monitoring tracks performance over time to identify hot spots, peak hours, and potential outages, providing you with the
information you need to avoid outages due to problems such as full disk errors.
Example of Capacity Planning report for storage indicating global trends and projected values by component
5
www.servicepilot.com

7. SIMPLIFY NETWORK AND APPLICATION MANAGEMENT
ISM Enterprise
Superior Reporting
ISM Enterprise features over 100 standard reports for availability, performance, service level management and capacity planning.
These intuitive reports enable your organization to be more proactive in identifying, prioritizing and resolving problems before
they impact end-users. ServicePilot ISM provides complete analysis of all components for immediate results. It offers clear
and concise incident alerts for quick remediation to help service desks and service providers pinpoint application performance
issues faster and reduce overall time to repair a problem. The reports available from ServicePilot ISM are in HTML format. HTML
configuration flexibility provides almost limitless customization options. You can develop and combine reports to address the
needs or your organization and clients and output them in PDF format.
Examples of ISM Enterprise Reports
The following is an overview of some of the reports available from the ServicePilot ISM Enterprise that can help your organization,
end-users and management:
Databases: Monitor across Microsoft Access, Oracle, ODBC, and SQL Server databases. A database-quality index provides
you with a way to easily view database health correlated to system information.
Application Response: Quickly troubleshoot performance problems and identify bottlenecks to minimize their impact and
examine long-term trends for application tuning, capacity planning.
Customized: Using the Web interface, these reports are easily tailored to meet the unique needs of any individual user.
They can include any collection of trend charts that are critical to a particular user’s job function. The reports can be
combined and output as PDF files to address the requirements of your end users and management.
Service Availability: Monitor your critical business applications real time to assess performance and availability of
all components.
Service Level: Demonstrate overall QoS across different classes of service compliance requirements with internal and
external SLAs. You can adapt and tailor views for executives, managers, and service customers to specific business needs
by defining SLA goals, core thresholds, and other performance metrics.
Health: Evaluate the health of a group of components by comparing current performance to historical performance over
time. You can easily spot the overall status of a component by its health index.
At-a-Glance: Provide a comprehensive view of the availability and performance of a particular resource, displaying the
key statistics over a specified time to help significantly reduce the time spent troubleshooting.
Trend: Track the value of
one or more performance
variables to reveal traffic
patterns over time, and
relationships between
network components
and certain variables.
Top N: Sorts the elements
that meet some user-
defined criteria. They
can be scheduled to run
automatically at specified
intervals or generated
on-demand.
Customized reports can be exported in PDF format
6
www.servicepilot.com

8. SIMPLIFY NETWORK AND APPLICATION MANAGEMENT
ISM Enterprise
Integration with Other Tools
The unified and open design of ServicePilot ISM Enterprise can be deployed as a standalone product or interfaced with monitoring
solutions from other vendors, such as HP, IBM, Cisco, etc. It can also be integrated with service desk applications, telecom
Operations Support Systems (OSS), Configuration Management Systems (CMS), inventory management tools, etc. ISM Enterprise
can also be integrated with other ServicePilot products, including APM for NetFlow, APM for VoIP and NBA for z/OS. The ability to
easily integrate with other products and solutions provides in-depth monitoring, management and analysis of all components and
major operating system platforms, so you can expedite remediation, better allocate resources, and avoid disruption of services.
APM for
Netflow:
Application
Performance
ISM
Enterprise:
Real and
Virtual
Infrastructure SAN
System Application Enterprise Enterprise
Server Server Storage
SAN Network Disk
Switch Switch System
A synergistic solution for network and application performance management
ISM Enterprise Specifications
Monitoring and Reporting: Integration:
• Collection: • ervicePilot products: APM for NetFlow, APM for VoIP and
S
NBA for z/OS
• NMP v1, v2 and v3, WMI, FTP, traps, log analysis, XML,
S
SQL, Telnet, Syslog and CDR-CMR • hird Party products: Support for most vendors; professional
T
services may be required
• Custom API to collect script results
Minimum/Recommended Platforms and Server Hardware
• Cisco Performance and QoS Analysis
• Windows XP / Vista / 7 / 2003 Server / 2008 Server
• P SLA test (between two routers): DHCP, DNS, FTP, HTTP,
I
ICMP Echo, TCP Connect, UDP Connect, VoIP UDP Jitter • Microsoft .NET Framework 3.5
• Flow matrix: NAM cards and NBAR • Microsoft Silverlight 3.0
• Classes of service (CBQoS), MPLS, VPN analysis, and • Java Runtime Environment 1.6.0
multicast flow using MIB analysis
• Recent Dual Core processor
• Reporting:
• 4 GB RAM
• Rich Internet Application (RIA) Web Interface
• 0 GB Hard Drive (an object generates approximately a
8
• PDF Reports can be generated and scheduled as required 1 MB file per month)
• 0/100/1000 Ethernet interface
1
(report collection and management port)
Contact Us
Americas Phone: (toll free) +1 888 317 6753
Europe Phone: +33 2 40 60 13 30
Copyright ©2011 ServicePilot Technologies. All rights reserved. All trademarks, trade names, service marks, and logos referenced herein belong to their respective
companies. This document is for your informational purposes only. ServicePilot assumes no responsibility for the accuracy or completeness of the information.
www.servicepilot.com