Resolve issues before your customers know they have happened

Constant monitoring of the health of your infrastructure allows you to stop infrastructure errors in their tracks, before your customers start calling you to report incidents.

Imagine your file server space is running low. With Serio CommandCentre you are alerted when there is still 1gb of space giving you plenty of time to clear some space before your customers start getting error messages when trying to save their files.  This could easily save dozens of needless calls being logged in your service desk system.

Good availability management process rely on accurate reporting.  With Serio CommandCentre calls can be opened as soon as an issue is detected and closed as soon as it is resolved, taking the human factor out of the equation.

If you need to rely on your agents to open and close calls where availability is an issue you will have polluted statistics.  When a critical availability issue is reported your team may rush off to resolve the issue, charging into the server room to restart a crashed server. Once it is up and running again, the agent returns to their desk, logs and then closes the call. 

The service was unavailable for a period of around 15 minutes, however your report will show it as being down for only a matter of seconds.

Had Serio CommandCentre detected the server crash, the call would have been logged in Serio within seconds of the server going down and closed again as soon as it was detected that the server was available for use again.

Serio CommandCentre constantly monitors and records capacity information on your network.

This information is invaluable in assessing the need for added capacity when looking at new services during the Service Strategy and Service Design phases of the ITIL® lifecycle.

You can use ‘real’ statistics to show what pressure your network is under from existing services, allowing you to accurately predict the requirements from expanded use of existing services or the implementation of new services for your customers

When you utilise web based applications it can be very hard to monitor just how well the application is performing. 

Customers may be logging issues with you regarding the speed of the application response time, but these issues can be difficult to replicate.  Customer perception can also be hard to reconcile with the facts, what one customer perceives as being slow may be perfectly acceptable to another.  What seems slow on a day when there is a lot of work to do may be fine on a slower day.

Serio CommandCentre can quantify this performance for you.  The command centre can act as a real user, repeatedly performing common user queries in the application, if the speed of the response to these queries falls below the expected level then a call will be logged and you will have the statistics to back up the incident.