Xansa, a business process outsourcing and IT services company, is using Business Service Management (BSM) software from Concord Communications, deployed by Tertio Service Management Solutions (SMS), in an effort to keep downtime to a minimum on its international networks.
“Managing risk and downtime can save costs and reputation,” says Andy Strickland, Project Manager for Xansa’s infrastructure monitoring program. “If a failure of an enterprise-wide application were to go unnoticed it could have a major impact on our business. We needed a product that helps us analyze business operating trends and shows us which services could be impacted in the event of downtime. This allows us to take pre-emptive action.”
He says intercontinental network connections meant it was important for Xansa to identify bandwidth usage and accurately make the best configuration choices – a requirement fulfilled by the eHealth Suite of Concord, which can identify bandwidth bottlenecks and causes before customer service is impacted. In addition, Xansa’s geographically dispersed developers in the United Kingdom and India need to keep the performance and reliability of its network connections and applications high.
“Concord allows us to be proactive – to see potential problems developing and address them before users are affected,” says Strickland. “It is clear that Concord helps us maintain our demanding service levels. This is an important differentiator for us and helps ensure our clients’ businesses run smoothly. Using Concord’s eHealth Suite, with its simple Red-Yellow-Green traffic light display for the monitoring of systems and the network infrastructure, we monitor the quality of service to our clients and take prompt action if required.”
“Our relationship with an innovative systems integrator such as Tertio has enabled us to deliver leading edge solutions to IT services companies like Xansa,” adds Dayton Semerjian, Executive Vice President of Marketing and Strategic Alliances at Concord Communications. “Concord’s eHealth Suite enables Xansa to proactively identify service degradation issues quickly and plan for capacity needs to avoid downtime in the future. For example, Concord allows the IT team to discover which activities are consuming more bandwidth and then make informed decisions on how to solve the issue cost-effectively – whether by moving applications or changing network carriers.”
Alan Greenberg, CEO, Tertio SMS, says he sees Xansa “as a partner rather than a customer and, by recommending Concord, we were able to push the technology to its limit to help Xansa achieve its business aim of significantly increasing efficiency at a lower cost.”