100% Software that means business

(1)

Software that meanS buSineSS

eaSy to uSe / Secure / univerSal

e2e application Quality monitoring

/ Service level monitoring / reporting / alerting

100%

SPEED

(2)

START

Servicetrace

®

_mileStoneS

Step by Step to SucceSS

>

2004

ServiceTrace® _{founded by Markus Duus.}

>

2005

First version of ServiceTracer®

provides an exceptionally stable end-to-end (E2E) monitoring process that automatically captures application exceptions.

>

2006

ServiceTrace®_{develops and brings to market the} world‘s first image contour recognition solution for GUI-based E2E measurements and is thus capable of measuring all applications.

>

2011

European patent granted for ServiceTrace®_measurement procedure.

> Thanks to the MultiTracer process, for the first time 1-n paral-lel GUI-based measurements are possible on a single client. Measurements are protected in line with industry security requirements and cannot be viewed or accessed by unauthorized third parties.

>

2010

WorkflowEditor introduces an intuitive way to create graphical E2E measurement projects.

Knowledge of scripts is no longer required.

2013

Germany‘s biggest insurance provider chooses to work with

Ser-viceTrace®.

2012

The ICT provider for Central Europe‘s largest railway undertaking replaces the existing monitoring solution with Service Tracer®.

> Germanys market leading car rental company uses ServiceTracer® to safeguard application quality from development through to operation.

> One of the largest European insu-rance groups selects ServiceTracer® as the standard solution for internal E2E monitoring.

2011

Daimler AG deploys Service-Tracer® to assure the E2E quality

of all internal, business-critical applications.

2010

ServiceTracer® beats 13

com-petitors with a worldwide proof of concept for Siemens IT Solutions and

Services. At ATOS IT Solutions and Services GmbH, it is now the standard

solution for assuring the E2E quality of hosted application services.

2009

Germany‘s largest telecommu-nications provider and

> Siemens AG choose ServiceTracer® for the E2E quality assurance of all internal, business-critical applica-tions.

>50

companies with 1500+ employees trust us

>40%

annual sales growth

100%

self-financed

>

2012

ServiceTrace®_{supplies measurement} solu-tions for mobile devices and VoIP environments.

>_{MobileTracer safeguards the quality of web-based}

apps on iPads. Wider deployment for Android and Windows under development.

>VoIPTracer is a proactive way to safeguard the E2E

quality and scalability of VoIP solutions.

(3)

Servicetrace

®

end to end monitoring

Quality aSSurance for

application ServiceS /

eaSy to uSe and informative

Service

Quality

application

monitoring Service level_management

infraStructure monitoring life cycle

management

IT service quality from a user perspective

Users perceive IT service quality in a purely subjective way as either 'good' or 'bad'. The challenge for manage-ment is recording actual service quali-ty objectively from a user perspective.

Measure like a user

The ServiceTrace®_measurement process simulates the perceptions and behavior of real users of IT ser-vices, at the same time meas uring the response times of individual transactions.

Easy to measure and modify

Setting up and changing projects to measure the end user experience was previously time-consuming and called for specialist knowledge. ServiceTrace®_{supplies tools which} considerably simplify and speed up this work. Departments are able to set up measurement projects them-selves in a cost-effective manner and to successfully adapt them to their specific processes.

Constantly measuring

CIOs, SLA managers, and service

teams must be able to rely on a stable measurement system. The

ServiceTrace®_{process integrates}

tools that run 24/7 and therefore guarantees valid and informative associated measurement data at all times.

Secure measurement points

ServiceTrace®_{technology meets the}

highest security standards. Meas-urements cannot be accessed by unauthorized parties. Passwords and login details are encrypted to ensure that the process of managing your IT service quality is completely secure.

One tool does it all

SAP, email, web, terminal services or proprietary: we specialize in maintaining the unique capabili-ties of your applications.

Service-Trace®_{uses a universal procedure}

to accommodate any measurement requirement.

Better all the time

The application life cycle covers the design, testing, commissioning, and the operational and adjustment phases of your applications.

Service-Trace®_{quality assurance supports}

this process of ongoing optimization in every phase. For example, auto-mated test measurements during preproduction give an indication of the potential for improvement prior to operational roll-out.

(4)

SAP measurement

Constant monitoring of all business processes in the SAP environment. Auto mated regression testing performed to assure quality following updates, offline backups, and disaster recovery tests.

Citrix measurement

Application response times and availability are measured as a proactive way to maintain the end user experience.

Measuring web applications

Ongoing testing of all the components of complex websites to safeguard avail-ability and usavail-ability, and to document quality.

Measuring mainframe tools

The availability of terminal applications is checked, documented, and safe-guarded by way of automated testing.

Mail measurement (Exchange, Lotus Notes)

Checking the response times and availability of distributed mail systems.

Application and firewall measurement

Ongoing monitoring of application availability, especially following firewall changes.

Proprietary applications

Checking response times and availability.

uSa

europe

aSia

The easy way To moniTor

complex applicaTions

DeploymenT scenarios for

serviceTrace

®

_cusTomers

Sap 250 employees

crm 175 field service staff

erp 135 employees + 3 logistics centers

Sap 1000 employees

crm 1000 field service staff

Sap _{200 employees} crm 150 field service staff

Sample operations for one of our clients

(5)

WorkflowEditor allows us all to work

effectively and measurements run

with great stability. What's more, the

support available is excellent."

Computacenter aG & Co. oHG

(IT infrastructure services)

Customer-focused and results-

_{driven: ServiceTrac}

_e

_®

_{brings water to}

the desert of services in Germany."

Daimler AG

(automotive)

Authentic end user simulation, the high

stability of this exceptionally error-tolerant

solution, and rapid support direct from the

producer are what make ServiceTracer®

stand out as a high-quality, professional

tool."

Danube IT

(IT services)

Quick to learn and easy to use:

WorkflowEditor makes it possible to

set up or modify measurement

pro-jects in next to no time and requires

no programming skills."

Barmenia Krankenversicherungen (private health insurance provider)

"

ServiceTracer

®

_effortlessly

substan-tiates the quality standards agreed

in SLAs – perceived response times

are backed by objective figures."

krz

(communal data center in Lemgo)

ServiceTracer® allows Kubus IT to obtain

objective proof about performance problems reported from a subjective perspective and to isolate the cause effectively. This compel-ling solution is easy to use, highly scalable, and independent of the platform or tech-nology behind the application that requires monitoring."

Kubus IT Gbr

(IT services for the healthcare sector)

Servicetrace

®

the right choice

what our cuStomerS Say

"

(6)

easy to use

ServiceTrace® makes E2E quality as-surance easy ‒ from creating graph-ical measurement projects using the intuitive WorkflowEditor to the convenient, centralized management of measurements via the multi-client capable ControlCenter.

controlcenter

> Multi-client capable access

> Access to workflow repository with high-integrity versioning system

> Centralized agent management

> Centralized measurement scheduling and deployment

WorkflLow Editor

> Easy to set up, maintain, and document measurement projects

> Graphical process – no knowledge of scripts required

> Wizard-based configuration of measurement projects

> Debugger

universal

Patented ServiceTracer® high-speed picture searching identifies GUI elements based on contours – inde-pendently of position, color depth or resolution. This makes Service-Trace®_{E2E monitoring universally} suitable for assuring the quality of any application in any environment, including:

> Applications based on proprietary protocols

> Applications based on encrypted protocols

> Applications based on JavaScript

> Proprietary applications

> Services based on Citrix, VMware, etc.

> Measurement machines with different monitor resolutions

> Measurement machines with different color settings

Stable

Only a realistic measurement en-vironment will supply inform ative, valid results regarding service qual-ity. ServiceTrace®_{E2E monitoring} integrates typical standard devi-ations from the regular measure-ment process such as application failures, pop-ups in the context of security updates, for example, or service exceptions (downtime). The ServiceTracer®_{Protector and} ServiceTracer®_{Guard components} ensure that measurements continue to run in a stable manner, even in the event of an exception.

Servicetracer

®

_protector

> Operates in parallel to workflows

> Recognizes defined pop-ups

> Handles pop-ups without any gaps in measurements

Servicetracer

®

_guard

> Captures application errors during the measurement process

> Reports errors via screenshot, log files, etc.

> Resets the environment and recommences measuring

> Goes on to measure the next application following repeated retries

compelling technology

eaSy to uSe / univerSal /

Stable / Secure data /

Scalable

(7)

Servicetracer

®

architecture

Secure data

MultiTracer technology facilitates real GUI-based measurements, as well as hidden Windows sessions. Unauthorized third parties are not able to view or access measure-ments.

ServiceTrace® E2E monitoring therefore meets the data security requirements of the Institute of Public Auditors in Germany (IDW PS 9.330.1-3) and is exceptionally suitable for IT quality management within banks, insurance companies or public authorities.

Scalable

Large and distributed environments create high demands when it comes to managing measurements, alert-ing, and reporting. ServiceTrace® architecture is centralized, scalable, and flexible, and can be adapted to suit different sizes of company and measurement requirements as needed.

multitracer operation

> 1-n parallel sessions on a single measurement machine

> Protected measurements with no visible desktop

> Standardized, fully automated measurement machines

tracemanagement-Server

> Microsoft SQL data warehouse access for all third-party suppliers (system management/helpdesk solutions, mainframe tools, etc.)

> Centralized management of all measurements via browser-based ControlCenter

> Multi-client capable

> Automatic time zone detection

> Integrated service times, holiday, downtime

> Centralized archiving of all workflows with high-integrity versioning system

> Alerting, Reporting, and

Dashboard modules can be added as required

ServiceTrace® solutions are based on a client-server architecture to which modules can be added as required. Measurements run on Windows PC clients, mobile or VoIP clients. Clients collect data on the response times and uptime (availability) of monitored applications, 24/7. Http/https communication is used to transmit measurement data to the central TraceManagement-Server. This stores measurement data and makes it available for subsequent analysis using either third-party solutions (system management/ helpdesk solutions, mainframe tools, etc.) or the appropriate Service-Trace® modules:

> Dashboard provides a centra-lized, fast overview of the status of on going measurements and of the quality of monitored applications. In the case of critical notifications, a drill-down function provides de-tailed information.

> Alerting triggers alerts when crit-ical thresholds of application quality are reached. Alerts are sent by SMS or email to the relevant administra-tors or to connected event consoles via an interface.

> Web-Reporting generates graph-ical, customer-specific reports on service quality from recent days, weeks or months, which can be under stood intuitively. The time zone is detected automatically and service times and downtime are in-tegrated. Multi-client capable access via web browser.

> Service Level Reporting sends fully automated, configurable service level reports at scheduled times and delivers them to specified addresses in PDF format. client mobiletracer voiptracer tracemanagement-Server (tmS)

reporting alerting dashboard Output

(8)