“Digital Fuel ServiceFlow can support major business requirements such as proactive analysis of performance shortfalls, regular performance reporting, and productizing standard services and SLAs.”
– Francis Venant, Head of Supplier Service Management, SITA

Unique Technology

Foundation

Digital Fuel ServiceFlow is a set of web-based business applications powered by a technology foundation that includes a modeling environment, computation engine, and service configuration database. The foundation models any business or contractual obligation, extracts data from any source to compute actual vs. expected contractual and business obligations, and supports the reporting, analysis, and management functions of the business applications.

ServiceFlow Modeling Environment is a GUI-based application that can quickly and easily set up and model business and contractual obligations in a top-down approach (starting with the contract and connecting down to the monitoring data). Services are modeled based on selected data sources along with business rules and service definitions stored in the Service Configuration Database. The modeling environment also provides contractual obligation templates that are easy to maintain, edit, and reuse.

ServiceFlow Engine is a temporal base computational and data management engine that extracts operational data from any source and performs the necessary operations such as correlation, filter, aggregation and more to compare actual "service floor" results to business and contractual obligations. It is based on a high-performance, fault-tolerant architecture that scales to meet the demands of any organization.

ServiceFlow Adaptors

ServiceFlow can capture data from virtually any kind of data source, including log files (fixed length, character delimited, and regular expression) and any JDBC compliant database. Digital Fuel has developed a set of pre-built ServiceFlow adaptors for business applications, databases, and IT monitoring systems, which supports local and remote communication.

The Digital Fuel Professional Services team can easily customize ServiceFlow adaptors for your specific environment. If you have proprietary data sources, our Professional Services Team can create a customized adapter utilizing the Digital Fuel adapter API to map the necessary data fields. Digital Fuel is constantly developing new adapters, so please contact us for the most up-to-date list.

ServiceFlow Adaptors


Systems Monitoring	CRM/Call Center/Help Desk	ERP/ Finance/ Billing	Telco Monitoring	DBS/Data Warehouse
BMC Patrol IBM Tivoli CA Unicenter OPAS Concord Apropos HP Openview SiteScope Mercury Topaz Keynote	Siebel PeopleSoft Clarify Peregrine HP Service Desk Remedy Genesys Vantive	Oracle PeopleSoft SAP JD Edwards Pivotal	Narus Metrica TEMS MARRS Jyra Inet	Oracle IBM DB2 SQL Server Sybase MS Access
Groupware	Manual Data	LDAP/Single Sign On	PBX	Voice Logging
Lotus Notes Microsoft Exchange	MS Excel Log Files Web Forms	Novell LDAP Netegrity Siteminder	Nortel Lucent Alcatel	Nice Comverse Witness

*All company and product names are the property of their respective holders.

Platform

Digital Fuel customers have a significant advantage of running ServiceFlow on HW and OS of their choice. This leads to significant savings and can utilize existing enterprise licenses. ServiceFlow can be implemented with NO ADDITIONAL COST running in already established sharing environment or entry-level configuration.
These environments include:

Operating Systems (OS)

ServiceFlow Standalone Server – any OS that has Java 1.5 implementation available
Per Application server - any OS supported by that Application server
All Application servers are supported on Win2003

Application Servers

ServiceFlow Standalone Server. This comes with Tomcat embedded and does not require any Application Server
WebLogic Application Server 9.2 and above
WebLogic Application Server 10.x and above
WebSphere Application Server 6.1.11 and above

Database Servers