Customers complain …

Enabling Service Excellence

Hey, I can’t
login!
I can’t run
this
program!

My computer
just froze…

Copyright 2005 eG Innovations Inc., All rights reserved http://www.eginnovations.com/

The Familiar “Blame-Storm”
Enabling Service Excellence

Who gets the first call?

Who is blamed?

The Result ?

How many times have you

had to prove that it wasn’t
your problem?

Copyright 2005 eG Innovations Inc., All rights reserved http://www.eginnovations.com/

Measurements of Citrix are Not a Problem!
Enabling Service Excellence

Perfmon

Citrix RM

Copyright 2005 eG Innovations Inc., All rights reserved http://www.eginnovations.com/

But Do You Know What’s Normal and What’s Not?
Enabling Service Excellence

100,000 measures, 770+reports … Do you have the time?

Automatic time-varying
baseline computed by the eG
suite

Auto-baselining is essential
to be Proactive!

Copyright 2005 eG Innovations Inc., All rights reserved http://www.eginnovations.com/

 Do You Have Visibility End-to-End?
Enabling Service Excellence

Providing visibility into every layer of every tier, so you have the end-to-end view
Component Type Applications Monitored by the eG Suite
Web Servers Apache, iPlanet/SunONE, Microsoft IIS, IBM HTTP Server , Oracle Http
Web Application Servers WebLogic, ColdFusion, ATG, iPlanet, SunONE, Microsoft transaction server,
WebSphere, SilverStream, JRun, Orion, Tomcat, Oracle 9i OC4J, Borland Enterprise
Enterprise Applications SAP R/3, SAP ITS, Corillian Voyager, Micros Opera, Oracle Forms

Database Servers Oracle, Microsoft SQL server, DB2 UDB, Sybase, MySQL, Informix

Network Devices Cisco routers, Cisco Catalyst switches, Baystack hub, Network nodes, Local Director,
Cisco VPN Concentrator
Microsoft Applications Active Directory, BizTalk server, Windows Internet Name Service (WINS), DHCP
server, MS Print server , MS Proxy server, MS File server, ISA Proxy server
Firewalls Check Point Firewall –1, Cisco PIX
Email Servers Microsoft Exchange, Sun ONE messaging, Lotus Domino, Qmail, Sendmail
Messaging Servers MSMQ, IBM MQ, FioranoMQ server
Others FTP, MTS, Event Logs, Tuxedo domain servers, Printers, Windows Domain Controller,
Oracle Forms servers, GroupWise Netware, NetApp Filers and NetCache, SiteMinder
Policy server, Radius server, COM+ server, ASP .NET server, Network File System on
Solaris server and client

Operating Systems Windows NT, 2000, 2003, XP, Solaris, Linux, AIX, HPUX, Netware, OS400

Copyright 2005 eG Innovations Inc., All rights reserved http://www.eginnovations.com/

Can You Quickly Find Out The Root-Cause?
Enabling Service Excellence

What Correlation is NOT

 Different graphs on the same window
 Suppression of alerts based on thresholds
 Suppression of events based on time

What Correlation IS
 Analyzing performance across layers of an
application
 Analyzing performance across tiers supporting
the service

What to look for

 Automatic vs. Manual
 Rule-based?
 How long to write rules?
 When to rewrite? Does it work?

Copyright 2005 eG Innovations Inc., All rights reserved http://www.eginnovations.com/

 Enabling Service Excellence

eG’s patented root cause analysis technology

will solve Blame-Storms for ever!
Enabling Service Excellence

eG’s Service Topology

highlights which tier is the
source of a problem

Copyright 2005 eG Innovations Inc., All rights reserved http://www.eginnovations.com/

 Enabling Service Excellence

eG’s patented root cause analysis technology

will solve Blame-Storms for ever!
Enabling Service Excellence

eG’s Layer Model provides

in-depth insight into the
exact cause
of the problem

Copyright 2005 eG Innovations Inc., All rights reserved http://www.eginnovations.com/

Accelerating Your Path to IT Service
Management Excellence Enabling Service Excellence

Enabling Service Excellence

• End-to-end monitoring of Citrix services and more …

• Enables IT service management & ROI to go hand in hand
• Single universal agent for over 80 different applications ensures cost-
effectiveness
• Install in hours not years; Hassle free maintenance/upgrades
• Built ground up based on Web technologies (HTTP/HTTPS)
• Secure, scalable, flexible

For more information: http://www.eginnovations.com

Copyright 2005 eG Innovations Inc., All rights reserved http://www.eginnovations.com/