Technical White Paper - Anatomy of a Top Down Approach

FireScope's Unique Approach to Managing Your Technology from the Business Perspective

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The average enterprise suffers 2.3 outages per year, each lasting 1 hour and requiring an additional 2 hours to restore services to 90% of normal operation. Each outage costs the business between $90,000 per hour in the media sector to about $6.48 million per hour for large online brokerages. In 74% of these cases, IT was unaware of these issues until users called the helpdesk. These compelling numbers indicate that there is indeed room for improvement in the way organizations manage their technology environments. And it must be done soon. The costs of an outage have grown considerably from similar studies performed in 2009 and 2010 as businesses are becoming increasingly reliant on technology to support business growth.

The three key goals organizations must focus on to improve service reliability and incident response, and thus avoid significant financial looses, are: 1) Prioritizing and alignment of efforts based on their impact to the business, 2) Achieving early and meaningful notification of service degradation and 3) Quick identification of root-cause to move toward implementing the fix earlier in the incident cycle. Getting there requires a departure from traditional approaches to enterprise management and moving from a technology-centric to business- centric approach.

FireScope's unique Top-Down approach to service management, which begins at the business outcome and user experience and works down through the underlying technology to provide more meaningful analysis of performance, is just the type of new thinking that the industry needs. This is the only approach to service management that tightly couples business data with technical data - both structured and unstructured - to transform thought processes and decisions from purely technical terms to business terms with technological components. This white paper will describe FireScope's Top-Down approach, and the unique capabilities integrated in the solution that are designed to make configuration easier and faster.