Unique Service Level Management Metrics Available Now Through Digital Fuel and Reflectent Software Partnership

Digital Fuel, the leading provider of Enterprise Service Level Management software, and Reflectent Software, the leader in End-user Systems Management software, have partnered to provide a comprehensive service level management solution that uniquely gives IT organizations real-time end-user measurements that are based on the actual user computing experience. The joint solution provides a new dimension to metrics used to evaluate the quality of outsourced and in-sourced IT services that show whether service level agreements (SLAs) are in- or out of compliance.

This joint solution combines performance and availability monitoring from Reflectent EdgeSight’s real-time automation functionality and IT services management from Digital Fuel’s ServiceFlow, enabling IT to set and accurately measure specific SLAs based on the users’ experience--going well beyond classic IT performance and availability metrics.

“Whether managing outsourced or in-sourced services, objectively evaluating the end-user experience is critical to understanding total service quality, addressing customer perceptions, and driving increased satisfaction,” says Lou Shipley, CEO, Reflectent Software. “That’s why we’re especially pleased to partner with Digital Fuel. Together, we’re providing our customers the only solution that lets them immediately know if end-user performance metrics are in- or out-of-compliance with SLAs.”

“Understanding the performance and availability of the desktop complements our strategy to offer customers a comprehensive sourced service management solution,” says Benny Lehmann, Chairman & CEO, Digital Fuel. “Unlike simulation tools, Reflectent’s EdgeSight allows us to gather actual end-user metrics and incorporate them into a total service performance evaluation. Anyone providing or monitoring critical services will benefit from our joint offering.”

About Reflectent
Reflectent Software, Inc. develops enterprise scalable end-user systems management™ software that provides IT with an integrated, real-time view of enterprise applications from the end-user's perspective. Using EdgeSight, companies like Morgan Stanley, Brown Brothers Harriman and Partners HealthCare reduce the total cost of ownership of connected, mobile, and heterogeneous end-user devices and applications by pinpointing problems between networks, servers and desktops. This results in increased application uptime and availability, automation of labor-intensive processes, consolidation of underutilized applications and the proactive management of mission-critical business applications at the desktop.

About Digital Fuel
Digital Fuel is dedicated to ensuring customer success in sourced services management. Our ServiceFlow™ platform manages all aspects of service performance from IT infrastructure through business processes, providing an actionable view of service quality, cost, and business impact. ServiceFlow gives customers the visibility and control to ensure the value of outsourcing initiatives, optimize service delivery operations, and drive their continuous improvement. Digital Fuel is headquartered in San Mateo, California, with offices across North America and Europe. Customers include General Electric, O2, DoubleClick, and CSC. Visit www.digitalfuel.com.

Reflectent, EdgeSight, and End-user Systems Management are trademarks of Reflectent Software, Inc. All other company or product names mentioned herein are registered marks or trademarks of the respective owners.

Media Contacts:
Anne-miek Hamelinck, for Digital Fuel
Bite Communications
415-365-0395
annemiek.hamelinck@bitepr.com

Krista Milne, for Reflectent Software
Mojo Marketing
617-969-0770
kmilne@mojomarketing.net

About Digital Fuel

Digital Fuel is the leading provider of business service management (BSM) software solutions, helping service providers and enterprise service organizations manage the performance, financial, and regulatory aspects of IT, telecommunications, and business process services.  Digital Fuel has the largest deployments for SLA management and service cost management in the world, with thousands of concurrent users, SLAs, KPIs, metrics, cost formulas, and pricing rules.  With Digital Fuel’s patented visual approach, our customers are deployed rapidly to quickly drive business value from automating the management of service offerings, agreements, service cost, and performance with their service customers and vendors.  ServiceFlow manages billions in business and IT services at companies and governments around the world such as Procter & Gamble, General Electric, Cummins, Capgemini, BT, IBM, SITA, Siemens Business Services, O2, Atos Origin, Telefonica, Transport of London, CSC and many others.  Digital Fuel is headquartered in San Mateo, California, with offices across North America and Europe.  Learn more at http://www.digitalfuel.com.