Enterprise Service Management & DevOps

Traditional IT Service Management (ITSM) solutions cannot cope with the fast-changing needs of today’s businesses. Modern applications and infrastructure demand a more efficient, agile and innovative service management approach. Moreover, departments outside of IT are also looking for a solution to manage the incoming demand for services they provide to the rest of the organization. This is what we call Enterprise Service Management, which tries to bring the benefits and best practices of ITIL and ITSM to the broader organization.

Organizations therefore need a Service Management solution that combines all essential element in the best possible way: a smart service desk with an intuitive service portal, codeless configuration for multiple processes, service asset management, discovery, and task automation capabilities. A modern deployment mode utilizing micro services and containers guarantees that the solution will be easily deployable on-premises or on public / managed cloud environments, and will ensure simple upgrades to the latest versions. The new Micro Focus Service Management Automation (SMA) solution ticks all these boxes.

Apart from a top software product, organizations also need a trusted partner who can understand their processes, deploy the solution by adapting it to their needs and priorities, and provide continuous support, utilizing industry best practice and experience from other deployments. Performance Technologies has a specialized team of Consultants trained on Micro Focus SMA, who have accumulated significant experience in ITSM/ESM projects.

The combination of Micro Focus Service Management Automation solution and Performance Technologies consulting, implementation and support services guarantees a smooth and successful deployment. Depending on the customer’s requirements, the SMA solution can be deployed either on-premises or as a fully-managed service. Training services are also available for users and administrators of the platform, thus making sure that the solution will be utilized and adopted by the organization.

Performance Technologies has helped many enterprises from different industries (Banking & FSI, Utilities, Gaming, Construction, Aviation, Oil & Gas) implement ITSM best practices and obtain the ISO 20000 for IT service management. In addition, Performance has helped organizations expand their ITSM solution outside IT, managing demand for different business units, like HR, Finance, Health & Safety, etc.

Business processes shouldn’t be complicated

Today’s business environment is changing more rapidly than ever. To succeed, your business has to be agile. It must respond quickly as markets, customer needs, and regulations change. But the path to agile operations is fraught with challenges: How do you incorporate the right policy, procedure, process, and application changes in time to stay ahead of the competition and grow the business?

BPM is a discipline that leverages software and services to provide total visibility into your organization. Discover, document, automate, and continuously improve business processes to increase efficiency and reduce costs.

Success breeds success. To get started with BPM, you must be focused on delivering business value. Take an incremental approach that allows you to quickly prove value with a single project, build competency and skills, and extend across the enterprise.

Start with business value

Successful process improvement initiatives start with business value. Organizations must understand the business goals and strategy and analyze their current processes to identify the processes that will deliver the greatest return on investment.

Begin with a short-term, initial project

Process improvement initiatives must deliver some quantifiable successes or stakeholder commitment and project funding can dry up. By starting with a manageable project you can development process improvement skills, and deliver value to the business quickly, ensuring commitment, funding, and success of subsequent projects.

Extend process improvements across the business

Once you have successfully completed an initial project, then you can start expanding to additional projects, leveraging and sharing your expertise along the way to truly build a process improvement program within your business.

Getting started with Business Process Management

Business process management (BPM) is the systematic method of examining your organization’s existing business processes and implementing improvements to make your workflow more effective and more efficient.

Every organization uses business processes to accomplish work. A business process is a set of business activities that represent the required steps to achieve a business objective. For example, you might have a business process that handles credit card disputes. In this case, the business objective is to resolve the dispute in an efficient and accurate way in order to minimize cost to your organization and to retain customer satisfaction. The process itself includes all of the steps needed to meet the objective (in this case, it might be activities like receiving the claim, examining the validity of the claim, deciding whether to remove the charge, and informing the customer of the decision).

Business processes often require a combination of internal activities and activities that must be performed by humans. Therefore, we can look at business process management as the intersection between people, processes, and technology.

The business process management approach is iterative; you don’t implement it once, never to be touched again. Instead, you design, model, create, simulate, monitor, and optimize your processes on a regular basis. The feedback you receive from testing and monitoring your processes drives continuous improvements to your organization’s workflows.

Process design and modeling

The design and modeling phase can include designing and modeling new processes to support the organization’s workflow and business goals. It can also include examining existing processes to determine whether they should be included, either as-is or with improvements. Process design and modeling is typically done by business analysts, process analysts, or both.

Process development and testing

After your business processes are defined, designed, and modeled, they must be implemented. The process development phase focuses on adding the activities, services, events, user interfaces, business objects, and other artifacts needed for each process.

In order to develop successful business processes, you need to integrate testing into your development efforts.

Process deployment and monitoring

After your processes have been implemented and tested, deploy them into your run time environment, where they can be used by your customers or employees. While your process applications are deployed, you can monitor them to make sure they are performing as expected.

Build Your Roadmap to Business Process Improvement

Process improvement can seem challenging in the face of a complex and dynamic business network, but the right approach can get you there. Performance has already helped many clients from a wide range of industries successfully meet their process improvement goals. We can help you chart your own roadmap to process improvement success that meets your business’ unique needs, without breaking your budget.

Managing IT Operations has become more and more challenging as it tries to adapt to changing application and infrastructure landscapes, as well as hybrid cloud environments, while at the same time having to minimize resources, respond faster to business requests, and deliver zero downtime. Modern businesses rely completely on IT to support and enable business activities. Service downtime translates directly to lost revenue and a damaged brand.

IT operations need to understand exactly what is happening in the entire IT environment, precisely as it happens, by having a holistic view of the entire landscape, consolidating in many cases events, metrics and topology from different tools and technologies. These specialized tools could be for example application performance monitoring, system & virtualization monitoring, network monitoring, etc. The aim is to combine those tools in a unified operations console and blend them with the knowledge of the service topology and its underlying infrastructure.

Having a unified operations console is the first step for ensuring that IT Operations have a single source of truth for the events across the whole IT landscape. The second step is to analyse the events and find correlations between them, that will help understand the business impact of such events and distinguish the symptoms from the root cause events. Having the knowledge of the application and infrastructure topology from a central Configuration Management Database (CMDB) and automated discovery is key. This topology is feeding the unified operations platform. Incoming events are associated with the corresponding configuration item (CI) they affect. Propagation rules combined with the service topology allow each event to properly affect the correct service or services. This is called business impact analysis and is one of the benefits of a modern unified operations solution.  It allows having a clear view about the health (availability and performance) of a business service at any point in time.

The unified operations solution is also capable to tag the events as root causes or symptoms, by knowing the topology and its interdependencies, and thus help the operators understand quickly which system or application component needs to be fixed first in order to ensure quick service restoration. This is called root cause analysis and it is another important benefit of a unified operations platform.

As infrastructure and applications have become more complex and dynamic, unified operations solutions have evolved. Analytics/ Machine Learning and Automation are two major drivers for the modernization of operations solutions.

Analytics and Machine Learning have many IT Operations use cases, starting from the ability to detect abnormal behaviour based on patterns and baselining and not just deterministic monitoring policies and rules. For example, instead of defining a static threshold for a performance metric, a modern solution allows to automatically build baselines and detect deviations, which can result in creating events in the unified console. A second use case is to be able to detect correlations between different metrics, which could indicate a causal relationship. A third use case has to do with log analytics, and the ability to stream logs and be able to “find the needle in the haystack”, by analysing potentially millions of logs and tagging those that seem to be the most significant and should be at the attention of an expert.

Automating as much as possible is also key in coping with complex and dynamically changing IT landscapes. Some common use cases of automation in Operations Management, include the ability to automatically deploy the monitoring policies when a new IT component is added or changed, the ability to automate the creation of an incident in a ticketing platform from an event, as well as the ability to trigger automatic corrective actions or workflows for remediating root cause events (like for example restarting a service or scaling out a server infrastructure to accommodate for increased load).

Micro Focus Operations Bridge combines all the above characteristics of a modern Unified Operations Management solution. Performance Technologies has helped many organization from different industries (Telco, FSI, Utilities and others) deploy Unified Operations Management solutions, by analysing their IT environment, business services and monitoring landscape, designing and implementing the corresponding Operations Bridge solution.

Businesses have a number of new challenges they are facing, such as evolving customer expectations – customers expect things to work fast and easy. Businesses realize that there are new growth opportunities and new markets with new digital channels to service. These channels allow for opportunities to help beat the competition and not become digital prey. Sometimes these changes are in response to new guidelines and compliance updates.

Whatever the pressures are for change, the common goal is to decrease the time to market, getting products and services out to customers faster than ever before. To support these changes, IT departments also need to decrease their time to market.  How fast can they release a new application, develop enhancements to those applications, or service other business needs? They need to be more agile in development. To accomplish this, they are utilizing automation.

Automation provides more agility in the quick release of software updates, new code development, general increased productivity, and enhanced Customer Experiences.

This automation falls right into Dynatrace’s strengths as a leader in the Application Performance Management space. Dynatrace automates the deployment process of monitoring tools and utilizes this automation to discover and monitor.

Performance Technologies, Master Partner of Dynatrace for Greece and Cyprus, has a successful track record of delivered customer projects around infrastructure, network, Application and End-to-End business service monitoring. Our experienced and high caliber team, the indisputable leading APM solution that Dynatrace offers, and our Master Partnership with Dynatrace, make us confident that our proposed solution will meet your expectations.

Dynatrace is a full stack monitoring platform powered by artificial intelligence that combines data sources from every layer of the stack. From web scale application environments down to each individual transaction, down to micro services, Dynatrace provides business and performance analytics, digital experience management, application monitoring, and cloud infrastructure monitoring, all in one.  Upon installation of a single per host agent, Dynatrace automatically monitors environments and maps out the services and hosts that are dependent upon each other. Baselines are automated to detect possible issues with application performance, the end-user experience, and infrastructure health. Problems are automatically detected, showing the impact they had and the automated root-cause analysis.   Due to fast-moving, rapidly-changing environments, perhaps new applications and other services will be introduced all in real time.

Dynatrace automatically recognizes and adapts to changes, without the need for any extra configuration or administration.  Dynatrace also provides a feedback loop to help determine how a new application is performing, whether it’s in a test environment or out in production. This allows for immediate, corrective action. This feedback can be shared across teams, keeping all teams on the same page. Automation allows your business to spend less time setting up and configuring dashboards, agents, thresholds, and alerting. You can spend more time focusing on innovation, meeting business demands, and getting to market faster. Sportingbet, eBay, T-Mobile, Adobe, Verizon, Citrix, SAP choose Dynatrace for Digital User Experience Management , and leading analysts such as Gartner and Forrester assess Dynatrace as the clear leader both in the market and prospects / vision for its evolution.

Automation allows your business to spend less time setting up and configuring dashboards, agents, thresholds, and alerting. You can spend more time focusing on innovation, meeting business demands, and getting to market faster.

Improve productivity, reduce maintenance costs, and maximize service levels of your field operations through effective asset management services.

In most sectors, physical assets dominate the balance sheet and provide key levers to improve operational effectiveness. Organizations looking to realize efficiencies and achieve a competitive edge are adopting a responsive and agile approach to managing their assets.

Performance Technologies has an outstanding track-record helping organizations of all sizes succeed in revitalizing their approach to asset management. Our industry-leading services, expertise, and intellectual capital give our clients the ability to plan, procure, deliver, manage and improve reliability of their assets to support their core business, reduce risk and deliver real business value.

Performance Technologies  can provide your enterprise with a comprehensive answer for physical asset management.


  • Track and manage asset deployment, specifications, conditions, calibration, costing from a single system.
  • Ease the integration and administration of intelligent (IT connected) physical assets such as self-reporting pumps and meters
  • Manage maintenance with comprehensive maintenance work management for planned and unplanned activities including long- and short-term planning, preventive, reactive and condition-based maintenance, schedule management, resource optimization and key performance indicators.
  • Plan inventory to meet maintenance demand accurately, making the right parts available at the right location when needed.
  • Manage vendor contracts with comprehensive contract management support for purchase, lease, rental, warranty, rate, master, blanket and user-defined contracts.
  • Define service offerings and establish service level agreements (SLAs) to help align service levels with business objectives.
  • Automate process workflows to quickly and accurately enforce business-critical policies. It includes automated, preconfigured, and customizable process workflows for asset and work management processes, including industry specific process templates.


  • Improve asset visibility—increase awareness of asset locations, conditions and commitments.
  • Reduce planned and unplanned asset downtime.
  • Maximize asset productivity.
  • Improve service planning and scheduling.
  • Reduce risk of business disruption.
  • Retain and exploit asset management records for general reporting, cost justification, and regulatory compliance.
  • Improve capacity planning and forecasting.
  • Defer or avoid capital expenditures through increased efficiency.
  • Support safety initiatives.
  • Eliminate the license and administrative costs for multiple “point products.”

Today’s organizations and in particular application and QA teams are challenged to balance speed (time to market for the software) and quality to ensure an amazing brand, excellent customer experience and innovative products and services, thus gaining a competitive advantage. For this reason, they are adopting practices like Agile Development and DevOps to get to market faster.

A significant part inside the DevOps value chain is test management. Testing / Quality assurance is the connecting part between the development and operations. There are several types of testing, including unit testing, integration testing, regression testing, etc. Testing – if not done in an efficient manner – can become a bottleneck in the whole process, and hinder the organization’s ability to deploy reliable software in production quickly.

Automation in testing is an important enabler which ensures that quality stays at the center of application delivery. Micro Focus test automation solutions are both proven and well integrated into today’s Agile and DevOps development and testing tool ecosystems. Different testing tools are available for different use cases and stakeholders. Indicatively we have the following categories and tools.

Functional Test Automation solutions including:

  • UFT Pro / LeanFT: Provides a lightweight and developer friendly user experience. UFT Pro is designed to leverage Agile development efforts to shift functional testing earlier in the application lifecycle, supporting unit testing, API testing, functional testing and regression as part of a continuous integration and testing process.
  • UFT Enterprise: Comprehensive and easy to use record and replay framework for the rapid design, development, execution and maintenance of automated GUI-driven functional tests (web and desktop applications), as well as headless API tests.
  • StormRunner Functional: Cloud-based (SaaS) solution for testing web and mobile apps from the cloud.

Performance / Load / Stress Test Automation solutionsincluding:

  • LoadRunner /  Performance Center: The industry standard commercial tool for performance testing, supporting a plethora of application protocols. With an easy-to-use record-and-replay mechanism, LoadRunner can simulate the load of thousands of virtual users and measure the response time of business transactions.
  • StormRunner Load: Based on the heritage of LoadRunner, StormRunner Load provides for a pay-per-use performance testing solution on the cloud, without the need to maintain the infrastructure for load generators.

Mobile App Testing:

  • Ability to run performance or functional tests of mobile applications on Android and IOS devices. Micro Focus Mobile Center acts as a gateway between the test automation tools and real devices, device farms and emulators, allowing for the testing of mobile applications.

Test Augmentation solutions:

  • Network Virtualization: For simulating the impact of network conditions (latency, bandwidth, reliability, etc) to the testing measurements.
  • Service Virtualization: For simulating the behaviour of third-party services or other services that are difficult to include a production environment.

End-to-end Application Lifecycle Management solution:

  • Micro Focus ALM Octane: Solution for managing the complete application lifecycle management: Project / release / requirements / tests / defects management), supporting Agile & DevOps methodologies.

The combination of Micro Focus top-notch Test Automation products and Performance Technologies consulting, implementation and support services can provide for a complete test automation solution serving the needs of any organization. Depending on the customer’s requirements, the Test Automation solution can be either delivered in a traditional project-based approach or as a fully-managed service (test automation as a service), where Performance Technologies undertakes the full responsibility of authoring, maintaining and running the automated tests as part of the customer’s release cycle. Training services are also available for test automation engineers, for enabling the QA teams on creating, maintaining and executing tests.

Performance Technologies has helped many enterprises from different industries (Telecommunications / Service Providers, Gaming, FSI, Retail) deploy test automation solutions and increase the speed and quality of their application delivery lifecycle. 

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