gtmg Solutions

Service Level Validation

Financial success for many enterprises today depends on providing a best-in-class customer experience to their customers. If customer-facing web based applications perform poorly then customers may abandon transactions and go to a competitor's web site. Similarly, if internal business users cannot effectively use their support systems then they in turn cannot provide excellent service to their customers. The result is the same: customers will seek out a competitor that provides a better service. Surprisingly, while multiple millions are invested in the application infrastructure, many companies do not know what level of customer experience they are providing to the consumers of the external or internal applications.

Tools are in use by some companies that help them guess at the service levels being provided. These tools typically sample application performance at points in time and extrapolate theoretical service levels. But this approach does not reveal the true user experience being provided. The result is that the technology department believes it is providing acceptable service levels while the sales department is witnessing a loss of customers. Or, equally troubling from a cost perspective, large amounts of money are thrown at suspected problems without knowing definitively if the investments are addressing the root cause or simply hiding a symptom temporarily.

GTMG provides a solution that reveals the true service levels being provided by a company's applications. GTMG provides an expedited, non-intrusive service that includes gathering of response metrics and expert analysis, leveraging state-of-the art tools, and an objective methodology to measure real application behavior and provide an unlimited view of performance and availability to deliver comprehensive, fact-based service-level metrics and recommendations for remediation of identified problems.