1. ONLINE BUSINESS SERVICES
WHITEPAPER
ONLINE BUSINESS SERVICES
What you need to know

2. CONTENT 01 02 03 04 05 06 07 08 09 OVERVIEW WHY YOU NEED TO KNOW ABOUT
ONLINE BUSINES SERVICES 03
OLD WAY, SAME PROBLEMS 04
I AM A BUSINESS SPECIMEN, NOT AN IT SPECIALIST! 05
WHAT DOES ONLINE SERVICE MEAN? 06
WHAT IS THE ONLINE BUSINESS SERVICES MODULE? 07
WHAT ARE THE MAIN FEATURES & BENEFITS? 08
WHY SHOULD I BUY ONLINE BUSINESS SERVICES? 09
Q&A

3. LEONIDAS Knowledge and How-to.
Leonidas, King of Sparta, became a legend in spite of his defeat at the battle of Thermopylae. His brave defense of the pass of Thermopylae is one of the greatest military feats of all time, and has come to symbolize bravery and tenacity.
However, the key elements that supported the battle strategy were the vast knowledge of the field, and the well structured military tactics.
Knowledge and How-to.

4. 01
OVERVIEW
As Leonidas in ancient Greece, every day, many IT executives spend a lot of time and energy defending their position face to face with business people who accuse them of frequent downtimes, inefficiencies, loss of revenue, and more.
Today online services are at the core of every business. From banking to the entertainment sector, services such as providing quotes for personal loans or insurance plans, online banking transactions, purchasing tickets for events, checking in to a hotel, or simply ordering the weekly groceries are often used directly by customers (B2C) or by other businesses (B2B).
Therefore the experience of the customer during these transactions (or better said: interactions) greatly affects their perception of the business as a whole and their likelihood to repeat their purchase.
This is why Tango/04 offers a new way of control and monitoring, simple and powerful, standard, that reaches relevant information for the business, not only for the business.

5. 02 WHY YOU NEED TO KNOW ABOUT ONLINE BUSINES SERVICES
Because in the end, the most important goal for IT is to ensure that the critical business of the company runs fine.
In order to do so it is not enough to monitor how the infrastructure works, you need to do it from the point of view of the business service user, that is, by looking at his user experience, and by looking at if there is business activity.
If any of them are wrong, no matter what your infrastructure monitoring tells you, the business user is affected and will complain.
Why? Because only in this way can IT be sure that the business service is being delivered correctly to its internal and external customers.

6. 03
OLD WAY, SAME PROBLEMS
Your company probably has certain problems regarding the availability or performance of your online business services, but it is not the only one. Thousands of companies suffer in the same way.
Traditional monitoring solutions have been tried to solve these problems, however, the problem is that with this kind of software, there are business questions that are very difficult to answer:
Is the service working for all consumers? Or only for some?
How does bad service that an external provider gives impact the business?
What is the level of activity of my consumers now and what is the experience of the user like?
Are all technological channels operative?
Is there a specific function that is degraded?
Could you answer these kind of questions with your current monitoring solution?

7. SERVICES TO ALWAYS BE UP & RUNNING! AND FAST!04
I AM A BUSINESS SPECIMEN, NOT AN IT SPECIALIST!
Business people want only one thing:
SERVICES TO ALWAYS BE UP & RUNNING! AND FAST!
For this reason, they don´t accept just any old excuse, such as router XJ-25 failed or that the internal temperature of the memory disk is high. Excuses like these don’t interest anybody.
It is a big responsibility, which is why IT departments need a tool that controls, in real time, all the online services that critical external and internal customers are using.
They are not interested in the technical subjects. They need real solutions in case something goes wrong.

8. 05 WHAT DOES ONLINE SERVICE MEAN?
Online ordering, selling products and services online, online insurance quotations, etc. All these are examples of online business services, the majority of them being critical to the business.
Therefore, we can define them as a set of business functions supported by IT applications and infrastructure, which are delivered to business consumers through different technological channels.

9. 06 WHAT IS THE ONLINE BUSINESS SERVICES MODULE? Service Consumers
Online Business Services from Tango/04 Computing Group is a product that embeds a standard way of monitoring any type of business service that is online, meaning that there are real users using such service and a problem in it causes unavailability of the service and dissatisfaction in the users.
The more critical and the more complex in terms of technology these services are for the company the more useful this module will be for them. For instance, unavailability in an online shop, internet banking, or insurance quotations not only produces an IT failure but makes the company lose money.
Traditionally IT monitoring tools have lacked a business vision, they have lacked the vision of the user, instead choosing to focus on the technical side of things and therefore inevitably having blind spots when it comes to monitoring the business.
Based on that, Online Business Services successfully aligns IT with the business by identifying the key business elements to be included in the solution as well as the IT infrastructure:
Service Consumers
Delivery Channels
Business Functions
External Services
So what you get is one tool that provides visibility of the IT infrastructure alongside all the business elements that are relevant to the online services being monitored. This means the IT department doesn’t miss a thing because you will have a complete vision as never before of your online business services.

10. 07 WHAT ARE THE MAIN FEATURES & BENEFITS? KEY FEATURES
Vision of the service from the business point of view, providing centralized visibility of IT infrastructure and applications oriented to business, end-user experience and Business KPIs
Out-of-the-box dashboards, with a list of critical business services
Continuous Improvement (SLA reporting, historical trend comparison)
BENEFITS
Save vast amounts of time and resources, using a standard configuration for implementation.
Obtain immediate results with short term projects to improve your ROI

11. 08 WHY SHOULD I BUY ONLINE BUSINESS SERVICES?
There are two kinds of companies: Those that follow the rules and those who want to change the rules. Many businesses have decided to undertake enormous projects in order to improve the quality of IT services, using ITIL or other best-practice frameworks as a basis. Sometimes they decided to adopt one of the Big-4 giant all-purpose frameworks (IBM, BMC, CA, HP), other times they went for a best-of-breed approach, integrating any type of monitoring tools for infrastructure monitoring: APM, BSM, BAM, etc.
In most cases such projects lasted months or years without producing tangible results for the business.
In this context Tango/04 has decided to challenge the status quo and change the rules of monitoring, by proposing a pragmatic top-down approach: 1) identify the critical business services and processes, 2) analyze them together with the customer and 3) deliver a business-oriented monitoring solution in a very short time (within a month in most cases).

12. 08 WHY SHOULD I BUY ONLINE BUSINESS SERVICES? Tango/04 Approach
To make this real, we have decided to create a new product offer based on three main pillars:
Embedded Knowledge.
Embedded How-to.
Immediate Results.
Knowledge: from the experience acquired in hundreds of BSM/BAM projects, we have identified the key needs that an IT manager has when he wants to know if IT is doing its job, that is delivering satisfactory business services and processes to its company. We have encapsulated a lot of best practices, insights and controls from world class companies embedding it in our product.
How-to (Methodology): We speak in business language, not jargon. We use a top-down path for monitoring the principal areas of every company. Dividing the Service in 4 key elements: Service consumers, channels, functions and external services, using standard dashboards. Then you can go more in depth for technical requirements. Using relevant KPIs to assess the service as a whole and monitoring everything from different points of view.
Instant Results: The sum of Embedded Knowledge plus our Embedded Methodology brings Immediate Results.
All these three pillars will be the “concept,” the foundation of our Tango/04 strategy and all of us must remember that. Anytime. Anywhere.

13. 09 QUESTIONS & ANSWERS Do you have demos available?
Yes, we are setting up a cloud environment that will allow you to perform demos.
How quickly can OBS be up & running?
The configuration of OBS itself is very quick, practically instantaneous. However the configuration of the different controls of IT monitoring, User Experience and KPIs may require some time, which will vary based on complexity. In VMC Custom projects OBS can reduce a project by more than half.
If we also use Business Applications, the project will be further reduced as all IT monitoring is templatized.
Could you help me to deal with our decision makers?
Of course. We can help you in all phases, from sales to presales and eventually in implementation as well. The first step is to create, together, a business case that explains the benefits of implementing the OBS solution.
What is the upgrade policy for existing customers?
OBS stays on top of existing projects, hence licensing is the same for existing customers. However existing customers integrating OBS will already have the monitoring agents and therefore will not have to purchase them again.
Nevertheless in case they decide to use Business Applications they will have to pay the license for it (check specific information about Business Applications).

14. 10
SUMMARY
What happens in the online world today has important implications for virtually every other sector of the economy.
Here is the situation: the extreme pace of technological change brings to market new and more powerful services, applications and systems.
We could try to continue the same race or make something different.
After having seen the market opportunity we decided to challenge the old rules of monitoring and build a new product offering.
We define a new way to monitor and manage critical Online Business Services that support the current digital economy.
The key action was to embed in our product all the knowledge accumulated for more than 20 years and a business-oriented how-to that accelerates the implementation of the solution which produces immediate results.
We are changing the status quo which is what really matter most!

15. Online Business Service
The software described in this book is furnished under a license agreement and may be used only in accordance with the terms of the agreement.
Copyright Notice
Copyright © 2014 Tango/04 All rights reserved.
 Document date: March 2014   
No part of this publication may be reproduced, transmitted, transcribed, stored in a retrieval system, or translated into any language or computer language, in any form or by any means, electronic mechanical, magnetic, optical, chemical, manual, or otherwise, without the prior written permission of Tango/04.
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Technical Support
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