Enterprise Service Management (ESM) systems manage
large numbers of remote intelligent devices via a variety
of communication mechanisms.
Forge Research (Forge) ESM systems maximise
the high performance and reliability of services based
on these devices and ensure consistent availability
of business and operational information. Benefits naturally
accrue from the symbiosis between services and system
infrastructure by utilising aggregated data from the
underlying management system.
Pervasive technologies such as mobile
phones and PDAs, home gateways, medical monitoring devices,
utility meters and other such computer-enabled devices
have already become part of the commercial and public
infrastructure. Systems that once were centralised will
increasingly have intelligent, remote, distributed hardware/software
People who once had to travel to distant
places to monitor or configure equipment can now do
such tasks wherever they may be via their computer.
Similarly people who previously had to travel to central
locations (eg. branch offices or hospitals) for physical
interactions can now utilise many services remotely.
In this new business environment there
are opportunities for the provision of exciting new
services to remote users and service providers. Coupled
with these prospects are the cost savings that may be
gained from the capabilities of ESM operations support.
The case study shows
how an ESM can radically enhance the way you provide
services to your customers.