Getting all hands off deck in downtime

To prevent, prioritize and resolve in-production application problems before they impact the business, Mercury Interactive last week launched an integrated set of resolution software, services and best practices.

Called Mercury's Resolution Center, it aims to prevent application problems before there is any downtime, which Gartner conservatively estimates can cost an enterprise around AUD$100,000 an hour. The goal is to eliminate the 'all hands on deck' approach to resolving complex problems and the solution includes a real-time dashboard and a set of integrated application management products.

As well as prevention the Center prioritizes problems according to business impact and front-line support staff can share expertise through run-books that capture and automate best practices for both custom and packaged enterprise applications.

The solution can isolate problems within the right application tier and provide historical on-demand data to determine where functionality is at-risk in common environments such as Siebel and J2EE applications.

Gartner research director Cameron Haight said a typical Global 2000 company will have up to 1000 apps driving their core business processes; because a large percentage of them are customised management products are critical.

Enterprise Management Associates senior analyst Steve Hultquist said the legacy approach to application problem resolution doesn't support today's complex environment.

"Leading IT organisations can no longer afford to send in a bus-load of their most valuable experts every time a helpdesk tickets gets escalated," he said.

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