31 Jan Why EMA views eMite among the leaders in Advanced Operations Analytics

How eMite Service Intelligence Delivers Transformative Values for Transforming IT

Executive Introduction

Many IT organizations and service providers are still seeking to cross two huge divides—the move to a fully cross-domain and service-aware way of working, and the move to align more effectively with business values and business outcomes. These shifts are not only dependent on technology, but also on culture and process. The new role of IT as both a broker of services and a ‘retailer’ is a radical change. For instance, it requires IT to provide value with consumer-aware insights as to relevance, costs and need – which in turn requires a fundamental shift away from being a back-office cost-center toward becoming a ‘front-office’ business partner and business transformer.

Books have and will be written to support these transformations—with attention to dialog, governance and organizational structure, among other factors. But technology can also be a radical enabler (just as it can also be a huge hindrance if it reinforces siloed views)—by providing the right information to the right roles across IT and between IT and the business stakeholders IT supports. These insights typically depend on superior awareness of service interdependencies, advanced analytics for meaningfully harvesting data from many multiple sources, and strong visualization with links to automation. Moreover, all this needs to be possible with relatively fast time to value and low administrative overhead—or else the ‘hindrance factor’ comes once again into play, as exalted objectives fall flat thanks to overly marketed but still primitive technologies.

Given these requirements, eMite Service Intelligence provides a remarkably apt set of capabilities—as recent enhancements have enriched an already strong foundation. Moreover, eMite’s support for what calls “BI for IT” has been validated in a growing number of challenging environments globally. This brief report takes a snapshot look at eMite’s core foundation and its recent enhancements in market and industry context.

eMite Service Intelligence at Core

There are a number of factors that stand out about eMite—virtually all of which are achieved through ingenious attention to design, architecture, and functional values. Among them, these are some of the standouts:

  • Service modeling for operational IT and business reach: eMite has one of the most evolved approaches to service modeling in the industry, both in its adaptability and resilience in addressing real-time operational needs, and in its native extensibility to support business stakeholders and business outcomes. eMite supports a wide range of business metrics including revenue, business activity, business process outcomes, business service responsiveness, service desk operational savings and metrics to show application usage from a cost perspective. Moreover, eMite is easily extensible to support other growth areas relevant to business impact, such as more in-depth productivity analysis through third-party integrations.
  • Service modeling for Configuration Management and CMDB/CMS: eMite includes its own CMDB, but it can work with other CMDB investments, as well. If there is a leader today in providing a ‘model of models’ to link CMDBs and other related investments, it would seem to be eMite—not only architecturally but also in actual deployments, where eMite has been called upon to provide an overlay for analytics, reporting and governance across pre-existing third-party solutions such as BMC Atrium, Tivoli TADDM, the HP UCMDB, the, and ServiceNow. These help to support eMite’s own insights service-related and application dependency insights and help to feed its real-time and trended analytics for change impact and capacity optimization.
  • Integrations: While eMite can provide its own agents to collect data, it is especially well optimized to assimilate data through what it calls “onboarding integrations” from a wide variety of sources, including more than 50 devoted to ITSM and monitoring data alone. These integrations range from VMware, SCOM, Solarwinds, CISCO, Avaya, TIBCO, WebSphere, Splunk, Nagios, BMC, ServiceNow, etc. eMite also provides a framework for creating unique custom adapters—typically within a 24-hour window.
  • Analytics: Analytics are at the heart of eMite’s design and value, with a much enhanced OLAP cube capability that will be addressed in more detail below with the RTBI (Real-Time BI) Engine (or Virtual Cube)—which drastically cuts deployment and administrative overhead. The RTBI Virtual Cube leverages the insights provided through integrations, its own data collection, and service modeling and business process modeling to provide both role-aware predictive trending and advanced historical insights.
  • Visualization: Versatile reporting and visualization are in many respects the ‘true end products’ of the eMite design, newly enhanced with HTML5 and full mobile access. eMite’s flexible and navigable dashboard and portal is optimized for both IT professionals, domain stake holders, as well as IT and business executives. Already very popular with eMite customers, it is increasingly becoming an overlay for unifying many multiple IT and business investments into a cohesive reporting system to maximize the value of IT in delivering business outcomes, and even in measuring business performance.
  • Packaging: In EMA’s industry-wide evaluations for Advanced Operations Analytics, eMite was among the leaders in the industry and one of the most price competitive solutions, in spite of its functional breadth. Currently, eMite Service Intelligence is available as both an on-premise, and cloud-based SaaS solution.

Three Recent Innovations

Building on its core design, eMite has made a number of enhancements (including the RTBI Engine and HTML5 support mentioned above). This section targets three announcements made within the last year that underscore the company’s strong commitment to innovation and value:

eMite Drag-and-Drop KPI Builder

This allows for easy formulation and modification of KPIs out of the box—such as ‘total number of incidents resolve on first call.’ The KPIs can then be applied to other attributes and dimensions through the same drag-and-drop method—e.g. ‘total incidents resolved at first call by assignment group.’ These in turn can be parsed at will for other collected attributes such as ‘total incidents resolved at first call’ by month, week, or day of week.

eMite Metric Radar

eMite Metric Radar is essentially a self-learning analytic capability that highlights any metrics or KPIs deviating from normal behavior, with time sensitivity to hour of the day or day of week. This capability is functionally pervasive out of the box to all KPIs in the RTBI Engine and generates a list of top deviations of  ‘worst offenders’ in real-time. It can also automate events based on pre-defined deviation thresholds, which can trigger other automated actions in ITSM workflows, or integrated monitoring tools for diagnostics—as examples. Moreover, a historical record is kept so that any individual KPI can be viewed over time—whether for governance, planning and optimization, or triage and diagnostics. Multiple KPI histories can be time correlated so that unexpected interdependencies and root cause issues can be further clarified.

eMite Real-Time BI Engine (RTBI)

The most dramatic innovation of the last year is eMite’s RTBI Engine, which, according to the vendor, can reduce deployment and time-to-value from three-months to a matter of hours! This is done through eMite’s virtualized cube rather than a physical cube, so that the need to design or build a cube is eliminated, there is no pre-processing of aggregations, and indices or tables don’t need to be customized or updated. Moreover, the RTBI can run on a single VM on SQL Express, both in cloud or on premise—with facile scalability to support growing analytic requirements. The savings in both OpEx and CapEx dollars can be extreme. For instance, eMite estimates that a large global services provider can save as much as $1 million in SQL database licenses annually by using the eMite RTBI engine instead of using the traditional MS SQL Enterprise licenses

EMA Perspective

As should be apparent, there’s very little at all negative to be said about eMite Service Intelligence in terms of design, direction and proven capabilities. eMite is not as large as some of the older technology companies in this space however it is currently functioning as a David in the marketplace, outpacing much larger Goliath’s—typically in enterprise and service provider accounts—with a solution that scales far more effectively than its more established competitors. So the company is primarily limited by its come-to-market outreach. However even here significant progress is being made as eMite continues to enlist partners, and is experiencing much accelerated revenue growth with clear plans for expansion in North America.

Having said that, eMite customers have been consistently forthcoming with EMA about the positive values of their deployments—with comments targeting everything from breadth of function, to scalability, to ITSM, operations and business stakeholder relevance—including a growing interest in leveraging eMite as an overlay to govern and optimize many other, often far more costly, investments. And with the advent of the RTBI Engine, EMA expects to hear a new wave of comments addressing ease of deployment and time to value.

Given the company’s past, present and future directions, EMA looks forward to eMite’s continued and accelerated growth both for its own sake and for its customers’ benefits, but also as a catalyst for provoking meaningful industry change.

About EMA

Founded in 1996, Enterprise Management Associates (EMA) is a leading industry analyst firm that specializes in going “beyond the surface” to provide deep insight across the full spectrum of IT management technologies. EMA analysts leverage a unique combination of practical experience, insight into industry best practices, and in-depth knowledge of current and planned vendor solutions to help its clients achieve their goals. Learn more about EMA research, analysis, and consulting services for enterprise IT professionals and IT vendors at www.enterprisemanagement.com or follow EMA on Twitter (http://twitter.com/ema_research).

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