HERMES SoftLab Management Pack for Oracle’s Siebel
for Microsoft System Center Operations Manager 2007

A holistic view of your Siebel environments

The Siebel Management Pack extends Microsoft System Center Operations Manager 2007 to provide an end-to-end service management perspective of your Siebel CRM applications. It offers an integrated, holistic view of all key Siebel service chain components and ensures that the ultimate user experience is, and remains positive.

This solution proactively monitors the health of the entire technology stack - from infrastructure, application servers, to key Siebel components - delivering agreed service levels. It includes proactive, optimal detection and elimination of potential problems and bottlenecks, thus efficiently preventing system downtimes. With Siebel Management Pack, your Siebel investment added value is protected and your CRM users’ experience is oustanding.

Deliver on your CRM promise

This CRM initiative aims to improve your sales and marketing efforts, and enable you to provide superior service to customers. To reach your business objectives and benefit from your CRM investment, all business and IT stakeholders have to take an active role – from executive members, your sales force, to Siebel administrators.

Wariness about poor system response and failed user actions result in easy-to-use excuses for rejecting expensive Siebel implementation, and also for failing to meet business objectives.

With Siebel Management Pack, all application stakeholders can achieve better insight into key business processes that Siebel supports. It can easily distinguish Siebel from non-Siebel issues, resolve them in a timely fashion, accelerate problem identification, and offer quick resolution. This solution also provides proactive trend analysis, helps anticipate and prevent degradations and bottlenecks, and achieves greater predictability.

As a result, regardless if you are introducing, upgrading, or running Siebel for years, it improves service levels, reduces implementation times, drives cost of ownership down, and offers investment protection of your Siebel environment. This solution supports delivering on your CRM promise of meeting corporate revenue and customer satisfaction targets.

Key Benefits

• Maximize CRM user acceptance and ensure your users’ experience is positive.

• Monitors and improves the response time of Siebel components, and ensures that the entire technology stack is healthy.

• Provides seamless integrations with single, common console and elevates your investment in Microsoft System Center Operations Manager 2007.

• Identifies and reacts to Siebel sub-tasks that are not performing as expected and correlates the performance against thresholds and service level agreements.

• Coordinates data with all levels of the application and external network infrastructure to quickly nd the root cause.

• Graphically displays performance data to identify ‘non-typical’ situations and to proactively identify future performance trends.

• Continuous monitoring via congurable monitors and rules that can automatically implement corrective actions and/or notify IT and Siebel professionals immediately.

• Improves staff efficiency and user acceptance with a best practice knowledge base that directs less experienced users to possible remedies without immediately escalating to Siebel experts.

• SARM diagnostic tasks pinpoint performance and availability issues of Siebel end-users, makes them accessible for proactive trend analysis, and helps anticipate and prevent degradations.