NaviSite Customers Gain Control

NaviSite Inc. (Nasdaq: NAVI) Wednesday (March 7) announced the next generation of its secure customer care console, MyNaviSite, with new management and reporting capabilities as well as direct access to a wide variety of tools and information.

“Many customers want to maintain control over the state of their mission critical websites while still enjoying the performance and economic benefits of outsourced managed services,” said Trish Gilligan, COO at NaviSite. “MyNaviSite provides customers with a dashboard to their site, and it also ratchets up our ability to rapidly respond to changing customer requirements.”

Integrating more than 100 information sources, MyNaviSite allows customers to easily view and track information such as service ticket status, company contacts, monitoring configurations, backup service status, site inventory, bandwidth usage and web site usage reporting. Helping customers to increase productivity with customized management capabilities, MyNaviSite features a single interface that provides an on-line ability to enter new service requests, change contact information and request changes to NaviSite’s monitoring services.

This secure web-based interface can be used to gather both static and dynamic information and to proactively update critical customer information. For example, customers can view performance statistics online and instantly create a change ticket to change the system configuration. The portal also provides an interface to web traffic analysis, bandwidth utilization data, and a wide variety of technical “how to” information.

“MyNaviSite is an innovative advancement in client communication and interaction that gives us access to business-critical information at any time,” said K.C. Choi, chief technology officer at “This latest version is easy to use, gives us greater control and provides us with the tools and technology we require to view, analyze and better manage our web operations.”

Using MyNaviSite, customers can update contact information and interface directly with NaviSite’s trouble ticketing system in order to create and view trouble or change tickets. Access to the trouble ticketing system provides customers with a window into NaviSite’s Problem Resolution Management (PRM) process. This process leverages the advanced monitoring information available through NaviSite’s new ESM 2.0 infrastructure, and follows operational best practices for problem escalation, communication and root cause analysis. NaviSite’s PRM capabilities allow the company to offer industry leading Help Desk SLAs which provide guarantees for urgent problem notification and response times.

Other highlights of the MyNaviSite portal include:

  • Asset and Configuration Information: Real-time access to complete hardware and software configuration for customers’ entire application infrastructure.
  • Customer Empowerment Tools: Proactive tools that provide an interface into trouble and change ticketing system, contact database and customer survey data.
  • Integrated Service Reporting: Integration of web traffic analysis reports as well as reports from business intelligence and professional services offerings.
  • Monitoring Configuration Information: Monitoring configuration information directly fed from the ESM 2.0 tools.
  • Backup Status Reports: Backup status of all disk volumes for each server for the past 60 days
  • Technical Documentation: Seamless access to technical documentation on NaviSite products and processes.

MyNaviSite allows customers to leverage the monitoring information available through NaviSite’s Enterprise System Management (ESM) infrastructure for improving the management of their web operations. This improved version is the latest update of the customer care portal that NaviSite pioneered with its managed hosting customers in 1998. This enhanced version of the MyNaviSite customer care site is currently ava

ilable to a controlled number of customers. General availability for all NaviSite customers is expected in April 2001.

Based in Andover, Mass., NaviSite is a majority-owned operating company of CMGI Inc. with minority investment from Microsoft Corporation.

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