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Other Resources
End-User Monitoring
Gaining Visibility into Hidden Business Risks
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his paper discusses how organizations can regain visibility into the success of their online transactions and the quality of the end-user experience. The focus is on the meaningful insight that monitoring an online transaction at the individual user level provides into the nature, severity and business impact of poor application performance. Whether they are external customers, suppliers, or employees, end-user monitoring creates actionable, fact-based information that ensures web applications are fully serving their purpose—from the customer and business points of view.
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Managing Service Quality
CA delivers business value by automating integration of ITIL disciplines
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Many enterprises are implementing ITIL’s guidelines for service support and service delivery to great effect. However organizations must connect these disciplines to have active control over service quality. Service delivery solutions provide the insight that action must be taken and best practices have evolved to collect, report, and analyze user experience against complex service level agreements. Yet if this service delivery analysis is disconnected from IT’s service support capabilities – such as mapping service/infrastructure relationships, incident management, and problem management – then enterprises cannot actively control and improve service quality. Only when IT combines these two disciplines can enterprises truly align IT and business priorities, ensure compliance with increasingly complex service agreements, and achieve business goals with an increasingly complex computing environment.
This paper discusses how service delivery and service support capabilities can be connected to deliver high quality services and outlines how CA Wily Technology is streamlining and automating this process to improve the consistency and cost effectiveness of managing service quality.
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Managing Today's Critical Web Applications
Assuring Performance for .NET and Java Applications and Web Services
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If web applications are key to your organization’s success, application performance issues have direct impact on your customers’ experience, and on your organization's bottom line. Technologies like J2EE, .NET, and web services make it easy to connect diverse systems with web-based front-ends, to create more usable applications for end-users. What's not so easy is detecting the source of performance issues beneath the covers. Deep visibility into all parts of the application infrastructure, with advanced monitoring and predictive analysis, is key to ensuring today's critical web applications deliver the quality of experience that converts website visitors into happy customers.
This session explored how to:
Manage web apps, e-commerce and enterprise portals down to business level transaction
Monitor web application health and availability around the clock
Detect and triage issues, fix problems and restore operations, before users call
Immediately understand the nature, severity, and impact of an incident
Work with business stakeholders to manage and measure service level compliance
This session was presented in Toronto, March 20th, in partnership with CA Wily Technology.
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What's New in eHealth r6.0 and SPECTRUM r8.1
eHealth Users Conference
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Presented by Gnanesh Dholakia, Product Marketing Director, CA
eHealth Users Conference
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Best Practices for Performance Management
Ensuring Optimal Performance from your IT infrastructure
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Presented by Gnanesh Dholakia, Product Marketing Director, CA
Best Practices for Performance Management Seminar
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IDC's ROI Study on CA's EITM Solutions
Best Practices for Performance Management Seminar
Managing Enterprise Voice Services
IT Management Solutions Showcase 2007
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Presented by Richard Boucher, Technology Specialist, CA, at Empowered's
IT Management Solutions Showcase 2007, in Western Canada
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Managing Enterprise Voice Services
Essential Steps, from Legacy Voice to VoIP to the Future
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Presented by: Anthony Scardino, Solutions Strategist, at Empowered's
IT Management Solutions Showcase 2007, in Eastern Canada
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The Screen Actor's Guild
Improves Pension and Health Plan Service using CA's eHealth Solutions
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The Screen Actors Guild-Producers Pension and Health Plans (SAG-PPHP) provides health insurance, retirement and pensions for actors and actresses twenty-four hours a day, seven days a week. Benefits and pensions provided by SAG-PPHP cover over 60,000 participants. SAG- PPHP standardized on CA’s eHealth® Suite in early 2003 to ensure timely efficient delivery of quality pension and health benefits for members. CA’s eHealth Suite was deployed to manage the entire technology infrastructure that supports the benefits for over 60,000 members. “We monitor our web processes from start to finish with the eHealth Suite,” says Kevin Donnellan, Director of Enterprise Infrastructure Services for SAG-PPHP. With CA’s Application Response, SAG-PPHP measures actual end user experience to ensure that Hollywood’s finest receive the best services. With SystemEDGE™ monitoring critical systems, stars can focus on what happens in front of the camera.
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Voice Network Security - Strategies for Control
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With voice platforms now integrated into the corporate network, and voice applications entrenched in everyday business operations, the burden of safeguarding voice systems now lies within the IT domain.
Voice systems, which encompass traditional PBXs, VoIP and multi-media servers, voice messaging and unified messaging platforms, and voice gateways, have evolved from closed and standalone to open and integrated in corporate networks. The evolution and increased complexity of these systems, combined
with the migration to IP, has direct implications for security management.
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Keynote Presentation: The Ultimate Mashup
What's Next With Voice and Data
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Presented by Andy Abramson, editor of VoIPWatch
at Essential Steps to Effective VoIP Management
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Keynote Presentation: Don't Let Your Network Manage You
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Presented by Gary Audin, Dephi, Inc.
at Essential Steps to Effective VoIP Management
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How Enterprises Ensure IP Telephony QOS Over MPLS
Gartner Publication
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A Gartner Research Note, by Bjarne Munch
at Essential Steps to Effective VoIP Management
Enterprise migrating to IP Telephony must ensure that Multiprotocol Label Switching provider service-level agreements reflect the performance requirements of IP telephony. This note establishes guidelines on how to define an MPLS provider SLA specifically for IP telephony quality of service.
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Handouts from Essential Steps for Effective VoIP Management
A collection of resources, as a Zip archive.
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This archive includes:
Keynote addresses from Andy Abramson, and Gary Audin
Gartner research paper, on Ensuring VoIP QOS over MPLS
CA datasheets and brochures
Information on CA and Empowered.
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eHealth for Voice and VoIP
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Companies today are striving to contain costs and improve productivity in all areas of the business. One opportunity to rein in expenses is through the deployment of IP Telephony built on a Voice over Internet Protocol (VoIP) infrastructure.
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Managing Voice over IP for Successful Convergence
Optimizating IT Services to Drive Business Success
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Voice over Internet Protocol (VoIP) has much to offer in cost savings through the elimination of redundant
networks, IT efficiencies and simplification of moves, adds and changes, as well as productivity enhancements through voice-based, multi-media applications. One of the concerns that customers have in deploying VoIP is call quality compared to the quality of traditional voice services.
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Evolving your Service Desk
Leveraging Best Practices to enhance IT Service Delivery
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Presented by Robert Stroud, IT Service Management Evangelist
at Empowered's Test & Management Solutions Showcase 2006
As organizations adopt best practices for Incident, Problem, Service Request and Change Management, the Service Desk becomes the cornerstone for automating IT processes, providing audit trails for regulatory compliance. This session examines how leading organizations have used Unicenter Service Desk as a reliable foundation to improve efficiency while fostering customer satisfaction and improved productivity. Unicenter Service Desk is an enterprise-level ITIL compliant solution that can address the most challenging support requirements, yet scale to the needs of organizations of any size.
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ITIL Lands in the IT Manager's Workshop
eHealth and the IT Infrastructure Library (ITIL)
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Concord Communications has worked with a variety of companies implementing ITIL processes, particularly in the ITIL Service Delivery and Service Support areas. The eHealth® Suite, Concord’s Business Service Management (BSM) solution, maps IT services to business needs, measures actual end-user experience, and manages applications, systems, and networks.
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Concord Quarterly - June 2005
Concord's Customer Newsletter
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Please click on the above title to access Concord Quarterly, Concord's Customer Newsletter.
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Concord Quarterly - March 2005
Concord's Customer Newsletter
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Please click on the above title to access Concord Quarterly, Concord's Customer Newsletter.
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Concord Quarterly - December 2004
Concord's Customer Newsletter
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Please click on the above title to access Concord Quarterly, Concord's Customer Newsletter.
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Driving Revenue and Productivity through Application Performance Management
Concord's Application Performance Management helps users find problems
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Concord's application performance management software makes it easy to apply observational and robotic testing across applications, systems, and networks to identify sources of poor performance anywhere in the infrastructure, without impact to the user or the user's workflow. In addition, Concord offers a Service Performance Index, developed from the average transaction response time on an application's performance over time.
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Business Service Management
Optimizing IT Services to drive business success
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Business Service Management (BSM) links IT services to to the business needs, minimizing risk to the business by proactively managing the technology that the services depend upon and by detecting problems before they impact end users.
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Managing Voice over IP for Successful Convergence
Optimizing IT Services to drive Business Success
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Concord's eHealth Suite is uniquely suited to managing VoIP. It manages voice and data traffic end-to-end, under a unified quality of service (QoS) mechanism. Its extensive QoS services can manage large numbers of service level agreements (SLAs) and report conformance, and it easily scales to the demands of service provider networks. The eHealth Voice Quality Monitor continuously assesses voice call quality, enabled by Concord's service performance tools.
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True End-to-End Service Assurance for MPLS VPNs
Optimizing Core Network Infrastructure to drive Business Success
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This paper describes how Concord’s eHealth® Suite allows service providers to meet these challenges with its approach to Business Service Management. Building on a solid foundation in network and application performance management, Concord leverages its strengths to manage from the customer’s perspective. The customer is concerned with the performance of their VPN relative to the service level they have contracted. Concord maps devices and applications, measures VPN performance end-to-end, and manages to the class of service required. Concord’s Business Service Console (BSC) provides a concise status of application availability and performance that immediately shows how well the service provider is meeting their service level agreements.
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Managing Broadband Technologies
How Concord's eHealth Suite helps drive Service Provider Profitability
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Service providers are searching for ways to contain their operational costs without sacrificing the revenue opportunities and profit potential that broadband capabilities offer. This whitepaper highlights key revenue and expense issues facing broadband service providers and describes how Concord's eHealth Suite provides broadband management solutions to increase revenue and lower operational and capital expenses to achieve profitability.
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Managing Mobile Wireless Technologies
How Concord's eHealth Suite helps Service Providers ensure the reliability of New Wireless Data Services
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Concord has built its business by providing end-to-end fault and performance management over systems, applications and networks, with an emphasis on IP data services. Concord is now expanding its capabilities to support the new mobile IP platforms provided by leading vendors to deliver mobile data services. Leveraging its strength in IP, Concord is already helping many of the top wireless service providers around the world deploy new mobile data services with confidence.
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Concord Quarterly - September 2004
Concord's Customer Newsletter
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Please click on the above title to access Concord Quarterly, Concord's Customer Newsletter.
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Concord Quarterly - June 2004
Concord's Customer Newsletter
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Please click on the above title to access Concord Quarterly, Concord's Customer Newsletter.
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Business Service Management: Optimizing IT Services to Drive Business Success
Test & Management Solutions Showcase 2004
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Presented By: Concord Communications
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Concord Quarterly - March 2004
Concord's Customer Newsletter
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Please click on the above title to access Concord Quarterly, Concord's Customer Newsletter.
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Concord Quarterly - December 2003
Concord's Customer Newsletter
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Please click on the above title to access Concord Quarterly, Concord's Customer Newsletter.
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Ensuring IP Telephony Quality and Performance
IT Management Solutions Showcase 2003
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Presented by: Paula Daley, Product Marketing Manager, Concord
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Concord Quarterly - September 2003
Concord's Customer Newsletter
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Please click on the above title to access Concord Quarterly, Concord's Customer Newsletter.
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Managing Application Performance
Are you managing your Business Critical Applications? You’d better be
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Applications are vital to your business’ bottom line. When your business critical applications are slow or inaccessible, productivity and customer satisfaction – and your credibility – will suffer.
Concord's Warren Ross presented these slides on Practical IT Strategies that can help you manage your business critical applications more effectively.
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Measuring the ROI for Network, System, and Application Management
A Whitepaper by IDC's Elisabeth Rainge, Paul Bugala and Morris Edwards
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To validate and quantify the business benefits of integrated and proactive fault, performance, and availability management across the entire IT infrastructure, IDC interviewed 13 enterprise and service provider customers of Concord Communications. In the survey, IDC asked a series of questions on cost, revenue, and specific IT processes, including associated time and staffing requirements before and after deploying the eHealth Suite.
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Optimize Performance of your IT Infrastructure
Concord's Frank Kettenstock.
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Presented in Ottawa, Feb. 13th. Please click on the title to access the slides presented in Ottawa, Feb. 13th, by Concord's VP Product Management, Frank Kettenstock.
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Concord Quarterly - January 2003
Concord's Customer Newsletter
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Please click on the above title to access Concord Quarterly, Concord's Customer Newsletter. Your registration info will be saved for other items and events from Empowered Networks.
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Managing VoIP Solutions with eHealth Suite
By Matthew Standish, Concord Communications
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As Voice Over Internet Protocol (VoIP) is deployed, the resulting convergence of voice and data on a common Internet infrastructure creates quality and management concerns. The ability to deliver Public Switched Telephone Network (PSTN) - like quality and new features while providing economies of scale for both service providers and enterprises, will solidify VoIP as a proven technology.
Today, effective convergence management is instrumental to gain VoIP acceptance and to leverage the cost benefits of deploying such competitive solutions. Effectively managing both voice and data over a common scalable infrastructure will reduce costly PSTN build-outs and ensure consistent service quality across the VoIP network.
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Managing the Complexity of Optical Networking
By Matthew Standish, Concord Communications
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According to a recent study by RHK, the demand for bandwidth from global networks could soar 300-fold in the next 8-10 years. With this explosive demand for bigger, better and faster data services, service providers are in a close race to create market leader leadership. Understanding the complexity of new services and how they will be effectively managed and deployed is critical to any business plan. And, existing market conditions make it imperative for service providers to differentiate themselves from the competition.
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Managing Storage Area Networks
By Matthew Standish, Concord Communications
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Storage area network (SAN) solutions are being deployed by organizations throughout the world. They promise to solve problems of convergence as input/output (I/O) protocols across LANs (local area networks) and WANs (wide area networks) are carried over multiple network infrastructures. The ultimate goal is to transfer data between computer systems and among storage elements to efficiently manage the fibre channel over a scalable infrastructure.
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It’s Payback Time
Cut costs and make IT staff more efficient
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Assuring availability of your Internet infrastructure components is never as easy as it sounds. And in today’s environment of tighter IT budgets, you need to wring value from your Internet infrastructure with existing staff. Michael Marks helps you see how.
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Introduction to IP Quality for Service Technology
IPQoS by Dan Seligman, Concord Communications
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This document presents an overview of Internet Protocol quality of service (QoS technology, offering the reader an introduction to a technology that is rapidly finding favor in service provider and enterprise environments. We define basic terms, describe the IP QoS models currently in use, discuss the mechanisms through which IP QoS is implemented on network equipment, show how IP QoS is employed in our customers’ networks, and describe how customers can use eHealth in support of IP QoS.
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Managing Private Address Spaces through NATs and Firewalls
By Mark Sylor
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Management Service Providers (MSPs) manage network devices, systems, and applications located inside the internal networks of their customers. Those intranets often use private addresses within their networks and isolate their intranets using firewalls, application gateways, and network address translators (NAT). This poses a problem to any management solution, as it must manage through the firewall and NAT. All the customers select their addresses from the same private address space assigned by the IETF and so it is very likely that two or more customers will have devices that have the same addresses. Duplicate addresses can cause serious problems for management systems that use IP addresses to communicate with and uniquely identify the managed devices.
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A Return On Investment Analysis of Concord's eHealth
Improving Productivity by Investing in Automated Management Solutions
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This study analyzes the actual cost savings and return on investment for eleven companies that implemented Concord’s entire eHealthTM Suite of products, including applying eHealth to application, system, and/or network management. In our analysis, we measured the savings these companies achieved by using eHealth Suite to reduce IT support time and reporting time on networks, systems, and applications. We also considered the capital and expense savings available from using eHealth for network and systems capacity planning and from application performance management.
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Automating Technology Management
Seamless. Real time. Out of the box.
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Critical skills shortages, budget cutbacks, and more demanding users. The only way to make sense of it all is to automate your technology investment.
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