Interlink Software developed the Service Configuration Manager (SCM) product from the ground up to address this need to maintain up to date service dependency mapping linking logical and physical IT elements commonly known as Configuration Items or CIs to the business functions and overall business services that they support. SCM addresses this requirement by offering a flexible top down, service at-a-time deployment methodology in contrast to the boil-the-ocean approach to configuration management that often requires the entire IT estate to be defined in a monolithic Configuration Management Database before moving on to the next steps in the service management value chain such as Service Level Agreement (SLA) tracking and Business Service Management (BSM).
ASI is unique in its ability to deliver business critical intelligence in a holistic, multi-dimensional form, concerning business service health and related events. At its highest level, ASI distils all information available from IT and the business to deliver a concise, real-time report of service health, showing historical norms, current state and predicted future performance via the Real-time Report. From a User Interface (UI) perspective, flexible, role based dashboards (for IT executives and service owners and operational consoles (for operations managers and technical staff) foster a shared understanding of business services. This provides real-time actionable information and contextual insights so IT executives can focus operations on business priorities, business and service owners can understand IT status in business terms, and operations staff always knows which components in their technology domains are impacting specific business services and can proactively mitigate risks.
Based on leading, accepted concepts from the Service Delivery and Service Level Management disciplines, Interlink Software has developed the Business Enterprise Server (BES), a set of software tools that fuse real-time event management and service level management. BES provides the automated service impact analysis of technology events — wherever they originated, network, systems, applications, etc. This valuable facility enables IT providers to focus on critical, service threatening faults immediately, and often without the need for manual intervention.