Bringing Service Management HomeBringing Service Management Home

Although the new line of service-management apps that iCan SP Inc. is rolling out is primarily targeted at service providers, analysts say big IT departments are likely to find iCan Provider valuable for metering and managing services internally, too.

Provider consists of five modules that enable users to view service performance, meter application, server, and network activity; set service-level assurances; bill according to customer preferences; and provision services for new users and accounts. Modules can be bought individually for $1,000 per CPU per year. The company wouldn't say what the whole package costs.

"It makes sense for an IT department to manage their services internally rather than outsource this work, provided the company is large enough to require service management," says Amy Mizoras, an IDC analyst. Mizoras points out that Provider isn't likely to replace the need for comprehensive systems management like that from Computer Associates' Unicenter. But Provider can help IT departments gain a better understanding of what their users need and bill their clients based upon use patterns.

Large IT departments share many issues with service providers when it comes to provisioning software and services, changing profiles, and cross-charging different departments for services, says Laurie McCabe, an analyst with Summit Strategies. "IT departments also need to pay careful attention to service levels," she says.

ICan, a CA subsidiary, developed Provider primarily as service management for application service providers, Internet service providers, managed service providers, telecoms, and competitive local-exchange carriers. Although the new software has little competition yet, Mizoras says it appears to have features similar to what Xevo Corp. provides through XevoWorks.