Application and network supervision

There are 3 different levels for the quality of service:

• The infrastructure's global quality of service. While this quality of service is important, its global undifferentiated approach is expensive and makes it difficult to focus "rare" expert IT resources on the critical processes that add value to the company.
• The quality of service perceived by the users. This includes subjective aspects concerning the impact of incidents on the day-to-day life and work of the various company stakeholders. A scheduled shutdown of the mail system for half a day will have far less effect than a sudden outage of two hours. Paradoxically, if the help-desk staff are familiar with the incidents before the user calls start coming in, this could improve the quality of service perceived by the users when they call their support teams.
• The quality of service of company-critical processes. Efforts must be concentrated on the processes that are at the heart of the company's activity, in terms of support and responsiveness when resolving incidents. These processes reflect the activities of the company: complex, multiple, and variable, according to the month, day or time,...

The real challenge for a support team is to be able, in real time, to diagnose an incident, qualify its level of criticality for the organization, and activate the right experts, by giving them all the information they need for rapid resolution.