Global Internet Performance Conference (GIPC), New York City, — October 25, 2004 — Keynote Systems (Nasdaq: KEYN), the worldwide leader in e-business performance management services, announced today the introduction of comprehensive Service Level Management (SLM) solution suites that provide enterprises with the tools to align IT and e-business goals. Keynote SLM solution suites facilitate e-business and IT collaboration to focus on common goals - improved customer satisfaction ratios leading to revenue growth, and streamlined operational processes leading to optimized cost structure, thereby enhancing the overall financial performance of e-business initiatives.
With the SLM solution suites, Keynote is offering a truly comprehensive answer to the problem of managing service levels effectively for IT, application deployment and support personnel and e-business executives.
As Web applications have matured, end-user expectations for application performance have also grown. ‘Five 9s’ availability is not considered an adequate measure of good performance anymore. To streamline the user experience online, e-businesses must have initiatives in place to ensure response times and speeds in addition to availability, increasing the importance for customer-facing service level agreements. Moreover, e-business executives must increasingly budget for the underlying IT infrastructure, as opposed to centralized IT budgets. Consequently, they expect returns on their IT investments, much like other marketing or advertising investments. Maximizing the number of successful business processes supported by the IT infrastructure, as measured by service level compliance is key to optimal e-business ROI from IT investments.
The new Keynote SLM solution suites address the requirements of all key e-business players to enhance the user-experience via the Web channel, improve brand affinity and maximize returns on IT investments. With Keynote SLM solution suites, deployment teams can determine application readiness prior to deployment, e-business managers can develop and define service level standards within the context of competitive benchmarks, and actual system usage, and operations teams can deliver upon the service level expectations of the e-business.
Each suite includes a Keynote Performance Scoreboard and private Web monitoring agent, either Application Perspective® or Transaction Perspective depending on the need, plus other Keynote testing, tuning or customer experience management solutions required to meet individual customer needs.
By setting service level standards within the context of historical system performance and competitive benchmarks tracked by Keynote, e-business owners can define reasonable service level standards for the organization to retain its competitive edge. Operations and application managers can then utilize Keynote’s service level delivery solutions and best practices to leverage existing systems management tools and streamline the problem resolution process to deliver upon the e-business service level standards. These three audiences can align themselves with a common SLM solution and methodology enabling them to focus on the ultimate goal of the enterprise – customer satisfaction, revenue growth and cost management.
“Keynote recognizes that the drivers for e-business performance include critical issues and challenges relevant to IT, e-business and marketing executives,” said Carol Carpenter, director of product management for Keynote. “The introduction of these solution suites underscores Keynote’s holistic approach to performance management which calls for IT and e-business executives to work closely together and improve e-business performance operationally and financially. The new offerings provide a way to simplify the choice for customers and provide the correct mix of services for the specific need of each constituency. Keynote is in a unique position to provide the various building blocks for a comprehensive SLM solution – starting with competitive benchmarks and industry indices for effective service level definition; streamlined operational management for service level delivery; and highly realistic load testing for periodic tuning.”
Pricing and Availability
SLM solution suites
are available now. Typically, SLM is sold via its three constituent
solutions – E-business Readiness (Performance Testing and Tuning)
with pricing starting at $20,000 per engagement, Service Level
Definition (Performance Scoreboard and Application Perspective
agents) with the overall solution starting at $6,500/month, and
Service Level Delivery (Application Perspective and Traffic
Perspective) starting at $4,000/month.
About Keynote
Founded in 1995, Keynote
Systems (Nasdaq “KEYN”), The Internet Performance Authority®, is the
worldwide leader in E-business performance management services. Over
2,100 corporate IT and marketing departments and 19,000 individual
subscribers rely on Keynote’s growing range of measurement and
monitoring, service level and customer experience management
services to improve E-business performance by reducing costs,
improving customer satisfaction and increasing profitability.
Keynote is viewed as The Internet Performance Authority due to the company’s global infrastructure of over 1,600 measurement computers in more than 50 cities worldwide that capture and store on a daily basis over 40 million Internet performance measurements, frequent media citations quoting Keynote's Web performance data and analysis, the company’s market-leading Web performance indices for vertical markets and leading customer research that provides critical business insight into online customer experiences, industry trends and competitive Web strategies.
Keynote Systems, Inc. is headquartered in San Mateo, California and can be reached at http://www.keynote.com/ or by phone in the U.S. at 650-403-2400.
Keynote, The Internet Performance Authority and Perspective are registered trademarks of Keynote Systems, Inc. Other trademarks are the property of their respective owners. © 2004 Keynote Systems, Inc.
Public Relations Contacts:
Della Lowe,
Keynote Systems, Inc., (650) 403-3233, dlowe@keynote.com
Dan
Berkowitz, Keynote Systems, Inc., (650) 403-3305, dberkowitz@keynote.com