SPL Maintenance Service assigns SPL Engineers to maintain the SPL definition of your operational data to ensure that any changes to your operational data are reflected in the Clearhive™ promptly and accurately.

Business value: When you introduce a new software release to the field or add a new hardware component to the installed base, the call-home data can change. Support Portal users want to see the new information quickly. Your assigned SPL Engineer will work with your Engineering team, as necessary, to understand the details of the new or changed information. We’ll then implement, test and deploy a new version of the SPL definition, allowing your organization to take advantage of the new information within weeks, not months.
[top]

Business Analytics Service is designed to help you derive maximum benefit from the Clearhive™. This service provides you with a Glassbeam Business Analyst who is an expert in databases and reporting. Your assigned Business Analyst will work with you to determine how your high-level business decision-making needs can best be met by the Clearhive™.

Business value: Executive and management decision-makers will find Glassbeam’s Business Analytics Service a definitive resource in extracting authoritative data from your systems. Ad hoc queries and reports based on actual field usage data can help them make informed decisions. Your Glassbeam Business Analyst will work with you to define and generate the reports your organization needs.
[top]

Enterprise Application Integration Service provides Application Integration Engineers who work with your Engineering and IT organizations to connect the Clearhive™ to other data warehouses within your company. Application Integration Engineers implement Hive Xtenders that can link the Clearhive™ with your Support CRM system, Engineering bug database and your knowledgebase.

Business value: Connecting these isolated data repositories with the information from your systems in the field gives you the power to answer broad questions. For example, once a problem is diagnosed and documented, how quickly does your support organization recognize the exposure in your installed base so they can address the issue proactively? Hive Xtenders can ensure that the issue is recognized automatically and logged into the CRM system in a timely manner, with complete accuracy. This is just one example of the benefit of the service.
[top]

Report Management and Delivery Service gives you Glassbeam Reporting Engineers to manage the creation and timely delivery of valuable reports and dashboards to internal and external customers. Reports may be used internally or presented to customers as a paid service.

Business value: The Services Portal provides a core view of your systems’ performance, usage and availability. The rich data contained in the Clearhive™ can additionally be leveraged to generate custom reports based on specific information, which can often reveal untapped sources of service revenue. Examples of value-added dashboards include: Capacity Planning Reports, System Configuration Optimization (Green) Reports, and Performance Optimization Reports.

Prerequisite: Glassbeam’s Business Analytics Service is required to define and design the report.
[top]

Knowledge Consulting Service gives you access to Glassbeam Knowledge Experts who can translate abstract knowledge and bug descriptions into actionable data.

Business value: This service, in conjunction with the Enterprise Application Integration Service, gives you the opportunity to realize a huge productivity gain by automating the analysis, diagnosis and identification of root cause and solution to complex problems.

For example, a first level Tech Support Engineer may struggle to determine whether a specific knowledgebase article or bug fix applies to a customer symptom. He has access to system log files but it is difficult to correlate their events and statistics to the symptom described in the knowledgebase article or the bug report. Glassbeam’s Knowledge Consulting Service creates the linkages between log file content and the knowledgebase article or bug symptom. The Knowledge Expert will work with your Engineers and Tech Support to translate the knowledgebase article or bug report symptom into a log file signature.
[top]