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Concord Communications, Inc.

Concord is a global provider of business service management software thatenables companies to map IT services to business needs, measure actualend-user experience and manage applications, systems and networks.

Customer-Facing Application Services – Critical To Business Success

Customer facing, revenue-generating operations sit at the core of every business success story – and for thousands of businesses worldwide, CRM applications are the glue that holds it all together. It’s the heart of how they develop, improve and maintain their critical connections with customers, employees, partners and suppliers. For these companies, customer relationship management is a missioncritical business service.

To provide value, however, business services like CRM must always be available and perform rapidly for the users who rely on them. To achieve this level of service assurance, many companies have begun turning to software that manages these mission-critical business services. These solutions, called business service management, minimize risk to the business by proactively managing the technology that business services depend on and detect problems before they impact end users. Concord’s eHealth® Suite is an integrated business service management solution that enables companies to map their IT services to business needs, measure their actual end-user experience and manage their applications, systems and networks.

With Concord assuring the availability and performance of your CRM applications, you can realize the full potential of your investment through:

• Increased employee productivity and revenue;
• Increased speed and simplicity in transacting with customers;
• Lower costs of doing business;
• More and better information on how the business is performing;
• Successful user acceptance when deploying or upgrading; and
• The ability to establish and measure availability and performance SLA’s.

Concord Enhances Siebel E-Business Applications

Concord’s business service management for Siebel e-business applications provides management capabilities that stretch across the Siebel e-business applications environment. From the user perspective through to the servers and supporting database, Concord’s solution manages the performance of the application components and the supporting infrastructure – in other words, the business service itself.

Stay Tuned-In To What Matters Most

By mapping business applications to the IT infrastructure, measuring application response from the user perspective and managing the associated components, Concord brings understanding and control to the application environment. Concord’s Business Service Console provides a toplevel view into the availability and performance of CRM applications. A clean and simple graphical interface makes information on the state of the application environment easily accessible.

Region, business unit, department and business service are a small sample of the customizable views that can be set in the Business Service Console. These varied views allow everyone from the CIO to the business unit manager to see the information that matters most to them.

Better Performance Means A Better Return On CRM Investments

Assuring performance of the supporting IT systems is critical to realizing return on the CRM investment. As CRM applications bring increased value to the internal staff, performance problems can quickly hit the bottom line. With business service management ensuring availability and performance of CRM, customers can get the most out of their CRM investment.