Proactive Monitoring Services
By The Hahn Consulting Research DepartmentCo-Sponsored By AFSM International
EXECUTIVE SUMMARY
For many years, customers have been asking their vendors to predict system problems before they occur, so that corrective action can be taken before the customer experiences any degradation in performance. Today, technology has caught up with this desire. Many vendors are now able to respond to this request for proactive support.
This report examines some of the offerings that are available today in
the area of remote proactive services, how various leading vendors are
packaging and providing these services, and whether they are bundled with
the product purchase or fee-based services. The study focuses on services
that are included with the system purchase or warranty (typically
electronic, web-based support), and encompasses the higher-end, high
availability, fee-based remote and proactive monitoring services.
ORGANIZATIONS AND SERVICES STUDIED
For the purposes of this report services are divided by the following
categories: Online Support Resources and Packaged Remote Monitoring
Services (Warranty Services and Fee-Based Contract Services). As an
introduction to the evolutionary process of packaged remote monitoring
services, the summary overview looks at the services in the following way:
online support resources, remote diagnostics, monitoring of key
components, proactive detection and alerting, and advanced services. The
specific companies and services studied include:
Compaq
Insight Manager
Insight Manager Remote Lights-Out Edition
Insight Manager Service Plus
Dell
Pre-Failure Alert Program
OpenManage Resolution Assistant
EMC
Proactive/Preemptive Services/Remote Monitoring
Hitachi Data Systems
Hi-Track Monitoring Services
Hewlett-Packard
Fault Notifier (Top Tools)
High Availability Observatory
IBM
Netfinity Manager
Netfinity Director
Electronic Service Agent
StorageTek
ServiceTek Plus
Matrix Support Architecture Service Tool (MSA)
Sun Microsystems
Sun Remote Service (SRS)
Event Monitoring and Management (EMM) Service
PRICING
Sale prices in effect October 2001! Due to limited quantities of
these studies, we are offering the print version of the study for
$299. An electronic version, originally priced at $1,500, will be
available for $799 or buy both versions together for $999. These
sale prices are available to everyone, member discounts do not apply.
The Best Practice of World Class Marketing Organizations (Books One and Two)
For more information, please contact Cathy Brewer at cbrewer@hahnconsulting.com
© 2002 Hahn Consulting. All rights reserved. All other names and trademarks belong to their respective holders.