Five of the world’s largest outsourced service providers use Centauri Business Service Manager™ to run their businesses more efficiently by reducing costs and risk, increasing customer satisfaction, and increasing revenue. Centauri’s service level management (SLM) solutions are key to achieving these objectives.

Service level management is a rapidly growing need. Enterprises are increasingly seeking to outsource some or all of their IT infrastructure to third parties while also assuming the role of an internal service provider to their users (sometimes referred to as insourcing). Enterprises also need to independently monitor the quality of service provided by outsourcers to ensure compliance with service level agreements (SLAs). The resulting service level monitoring, governance and reporting requirements are much more demanding and sophisticated than ever before.

It is no longer acceptable for a service provider to propose generic service level agreements that contain basic “speeds and feeds”-based service level objectives with key performance indicators (KPIs) like “throughput,” “speed,” and “uptime.” While these metrics contribute to service quality, unless they are translated into business-relevant terms, educated service consumers will no longer accept them.

What is needed is a comprehensive service management platform that:

• Collects KPI data from technical and business data sources
• Maps and translates that data into business terms
• Correlates the data, determining root cause and business impact in real time
• Notifies appropriate personnel to effect a fix, prioritized by business impact
• Provides easily customized, role-specific dashboards to the service provider and their customers

Centauri Business Service Manager™ provides this “missing link” between the service provider and customer by:

• Mapping the relationships between the IT infrastructure and business services
• Determining the root cause and business impact of critical IT problems
• Enabling definition of technical- and business-oriented service level agreements, including multi-tiered contracts
  
• Notifying personnel when problems occur through Web, email, pager and SMS
• Interfacing with popular service desk systems, automatically creating, updating and closing tickets
• Supplying Web-based dashboards to customers that show the status of business-critical systems and SLA compliance levels
• Creating relationship transparency between the service provider and the customer
• Continuously improving quality through ITIL® and Six Sigma

The consumers of outsourced services also benefit Centauri’s SLM capabilities. Studies have shown that contract governance and administration costs the consumer of outsourced services between three and seven percent of the total contract value. Centauri automates much of this governance process, providing real time SLA compliance statistics that verify the service provider’s reported compliance levels.

Regardless of which side of the service relationship you are on, Centauri Business Service Manager drives down costs, increases service levels, decreases risk and enables relationship transparency.

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