In order to achieve a high, economically ideal scalability, many companies have outsourced their IT infrastructures and services to external service providers. However, even these providers are not totally insusceptible to breakdowns. Yet most of the providers do not accept complete responsibility for the risk that customers take when outsourcing their IT operations. Even the promise of 99.999 % availability still leaves room for outages of several minutes per year.
As it is always difficult for the user to prove that the fault lies with the service provider, the SLAs (Service Level Agreements) should contain a lump-sum compensation amount or contractual penalties for the event of a deterioration in the services. The amount of the sanctions depends on which claims the customer has to the high availability of the system.
With its Outage Analyzer, Compuware shows which services provided by global web, mobile and cloud applications are currently affected, live and precisely localised. IT managers can even be automatically notified of any breakdown in their service.