Compuware buys Proxima

To get that 'customer experience'

By Martin Banks • Get more from this author

Posted in Applications, 4th January 2007 14:58 GMT

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A key, but rarely considered metric that all developers should now be considering is the impact their code has on the experience of an end-user at the mercy of the service that the code delivers.

Providing such a metric has been the objective of Proxima Technology with its Centauri system, and is also the reason why Compuware has now moved to acquire Proxima for a sum close to $31m, net of cash. Proxima is headquartered in Denver, with offices in Australia and the UK and approximately 70 employees.

Getting a clear and measurable view of what is happening with the delivery of a service is now becoming an important capability. It helps both in managing how a business runs and in deciding which services should get priority to give customers an experience which does not make them run away screaming. This is particularly important where business-customer interaction is direct, via the Web. Centauri provides both a coherent business view of service delivery and a customer-facing Service Level Management platform. It also supplies the foundation for automated service-quality improvement based on ITIL and Six Sigma methodologies and best practices.

Compuware’s plans for Centauri are to integrate it with the application performance and service desk metrics from its own Vantage system to give users an integrated overview of the business service, both in terms of system service levels and the customer experience.

Centauri also supports the Compuware Changepoint IT Management solution through real-time and historical service level compliance metrics.®

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