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Indicative Software Targets Emerging Market for Service Value Chain Management

Published
  • May 26 2004, 1:00am EDT

Indicative Software Inc. announced an unprecedented breed of enterprise IT management products that address the needs of today's IT managers and may change the way corporate executives and IT personnel view management of their enterprises as a means to differentiate and remain competitive.

Indicative's software goes beyond today's need for optimization of IT-enabled processes to provide a compelling new vantage point for managing line-of-business creation and the generation of new services and revenue streams.

"We're challenging the conventional paradigm of enterprise IT management," said Tilman Schad, Indicative's chief executive officer. "Managing for the service delivery chain is the future.  We've built upon proven service-management technology now in use in the telecommunications industry and have applied it to the enterprise. We're not just reducing the overwhelming burden of complexity associated with conventional management tools; we're providing an easier, more effective means of management. This service value chain management approach also opens new business opportunities for companies that leverage IT for generating revenue and profits."

Indicative is run by former Hewlett-Packard Co. and Agilent Technologies Inc. executives with more than 100 years of experience in enterprise and network management markets. Indicative is licensing software technology from Agilent upon which its current software suite is built. That technology is currently in use by more than 200 Agilent customers, and is the product of more than seven years and several million dollars invested in research and development.

"We see a definite need in the enterprise for this approach," said John Smith, president of Indicative. "We've developed a comprehensive solution that addresses this need. It's a logical top-down approach that, unlike conventional management tools, works down from a business perspective to manage the IT environment in a way that's specifically tied to business and service objectives. It provides a sensible path for the creation of new lines of business that no other management software vendor is capable of delivering."

Conventional management software evolved from component-level monitoring to loosely-integrated software suites that fall short of managing across today's complex enterprises. Such "solutions" are encumbered with a legacy that burdens IT managers. They are typically tools-based, or toolkits that require an inordinate amount of maintenance after installation, and months to become functional for a given customer. They are also "silo-based," which means they are narrowly focused within specific infrastructure areas without an understanding of the overarching service level and business objectives.

Indicative starts with business and IT objectives and defines services from the outside in. It takes a perspective across the service value chain, which spans from the recipient through the enterprise and to third parties.

The software uses a GUI-driven, end-to-end service model as the starting point for visualizing logical service and infrastructure dependencies of the service value chain. It then measures service performance relative to the give objectives. Due to its knowledge of the interdependencies, the software reduces the time it takes to resolve problems by rapidly pinpointing the source of those problems in the underlying infrastructure. It improves the ability to meet and/or exceed service level expectations. It does all of this while reducing the complexity and overall cost of managing technology.

"Our software delivers a critical view to the enterprise of service and business performance," Smith said. "It's an elegant approach that provides an incredible amount of flexibility for businesses and IT to identify, create and manage existing and new revenue-generating services."

"Indicative is helping to bring clarity to the hazy classification of 'business service management,'" said Mark Ehr, research director with Enterprise Management Associates. "Aligning IT with business objectives is being promoted by nearly every management vendor these days, but I believe that Indicative's product maturity, management team, vision and ability to execute gives it the ability to deliver upon that promise."

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