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50 Most Admired Companies of the Year 2016

Massively simplifying IT operations management: RightITnow


If you pick the right people and give them the opportunity, you almost don’t have to manage them.” – Jack Welch

Operations management in expert terms shows that it is the art of managing people, process and systems for delivery of a useful product or a service successfully to the customers. But to manage the same in a clear technical perspective, it needs a lot more than just “managing”, it needs RightITnow.

Founded in January 2013 by Marc Ferrie, the Former CEO of RiverMuse, RightITnow’s mission is to massively simplify the way IT operations are being managed today. In March 2013, RightITnow purchased all the RiverMuse assets to serve as the proven foundation for its mission.  The company has established certain key practices in the IT arena. These features include, streamlining the design of the product to make it simple to use along with providing cost-effective solutions to automate alert management and resource optimization.

RightITnow monitors various technological trends, integrating cloud solutions and combining them with organizations’ existing solutions, which are present in the corporations’ data centers. The company is at the core of server technology innovations that includes public, private and hybrid cloud initiatives in a seamless and economical way. All of these are managed through the ‘Event Correlation Manager’ (ECM) product that deploys native connectors to capture, aggregate and process the events from multiple sources. In addition, RightITnow assists organizations’ in utilizing big data technology which is critical to surface hidden trends within the millions of alerts processed on a daily basis. ECM incorporates technology to display historical trends within the NOC operational dashboards as well as provides mechanisms to feed IT data warehouses.

IT Management Solutions
Being a Web 2.0 Manager of Managers (MoM) solution, ECM provides multi-source event correlation software, optimizing IT operations and supporting predictable SLA-based services. The platform displays operational and historical dashboards with a comprehensive view of organizations’ data center and staff workload. “We also provide extensive workflow options and bridge the gap between IT operations and service helpdesk offering tight integration with ServiceNow, Zendesk, BMC Remedy, Salesforce Service Cloud, and ManageEngine,” notes Ferrie.

RightITnow holds a track record of empowering clients to successfully manage their business operations and is well-equipped to change the way IT processes are being administered across industry verticals with their ECM platform. In one such instance, a large system integrator’s initial deployment of monitoring tools did not allow for true scalability as each element manager reported via email to their ServiceDesk. Furthermore, introduction of a new element manager required additional staff to manage the increase in alert triage and manual incident creation. It also required the organization to re-train the Servicedesk for understanding the new alert format. The organization approached RightITnow who provided them with ECM solution that allowed the client to abstract the Servicedesk from the element managers and ensure all alerts were delivered to them in a standard form. The integration with the Incident Management tool via the connector delivered with ECM allowed the organization to automate the creation of Incidents reducing the load on the Servicedesk, thereby allowing them to deliver cost effective improvements.

The company’s proactive 24×7 support and integration of customer feedback has proven to be of much value for customers. Forging ahead, RightITnow plans on providing a highly distributed solution against an even larger number of monitoring solutions while exploring actionable big data applications and expanding their mobile presence beyond the iPhone ECM application.

The Near Future
The company intends to  expand its network of IT services partners and aims to design more mobile solutions beyond the iPhone application and offer an expanded distributed solution.

Success Story of a Happy Client
Client’s words: Previously, our firm has regarded all events arriving into monitoring systems as incidents. This process, while manageable for some time, has been unable to scale with our growing business and increasing service level demands. Thanks to the history and correlation functionality, we were able to start generating value immediately: chronic issues that were long masked had become obvious within a few days, allowing us to dramatically cut down our event volume. This delivered value before we even began to train our operations staff on the platform.

Use of ECM has allowed us to set effective SLAs and provide automatic escalations to supervisors and management through the SLA rules function as well the RSS alert feeds. This allows us to take a more proactive approach to service assurance versus the traditional metrics-based reporting that normally drives service improvement. The centralized console also enables us to leverage a shared level one support organization more effectively. Previously, all organizations were largely responsible for their own alerts, but by providing a single, consolidated console, we are able to more effectively utilize our shared infrastructure operations team.

 Meet the Key Executive
Marc Ferrie, Founder & CEO: Marc brings two decades of executive experience in delivering enterprise software solutions. Previously, he was the CEO and Chairman from RiverMuse, he was the Senior Vice President of Engineering at GuardianEdge, a leader in endpoint data protection. Prior to GuardianEdge, he was the Vice President of Engineering at Elemental Security, a leader in enterprise policy and risk management. Marc has also led engineering and technical operations (Customer Support, IT, hosted ops) at companies such as Ventaso, a provider of sales effectiveness solutions, and Evolve Software (now Oracle), a leading provider of IT operations management and professional services automation. Prior to this, Marc held numerous executive management positions at Computer Associates and Ingres in France and the U.S., in both Engineering and Customer Service.

Marc holds a Master’s degree in Computer Science and Artificial Intelligence from the University Descartes, Paris, and a Master’s degree in Sociology from the University La Sorbonne, Paris.

“Our mission is to simplify the way IT operations are being managed today.”