Prism provides a real-time, role-based dashboard that provides situational awareness of status and issues within and across accounts.
Service management involves orchestration of service delivery from various groups within an organization to customer. Service and its quality are generally monitored in terms of Service Level Agreements (SLAs) and Key-Performance Indexes (KPIs). In the context of IT Infrastructure Management services, the KPIs/SLAs are generally in terms of service requests and/or infrastructure availability. Service requests are those that are related to incidents, problems and changes. One of the main objectives of Service Management are to monitor the health of an account in terms of SLAs and service quality. The objective of Prism is to provide
a real-time, role-based dashboard that provides situational awareness of status and issues within and across accounts. In research, we are working on Data integration, management and mining issues.
Last updated 2 Jan 2008