European Consolidation Board for Foreign Industry (ECBFI)


The ECBFI work and OEM an element of EMC Smarts Service Assurance Manager along with an API for reporting and benchmarking tool. It integrates and correlates topology, events, and analysis from multiple IT management sources, which helps you to reduce the operational cost of identifying and remediating problems while extending and complementing the value of prior technology investments. By providing a real-time, end-to-end perspective on your virtualized data center infrastructure as well as its health and effect on business-critical services, Service Assurance Manager allows you to monitor the cloud infrastructure with confidence.Easily seeing and understanding the relationships among infrastructure elements, key business applications, and services provides control and visibility in the cloud. It also makes it easier to increase infrastructure, service, and application availability, which in turn helps to improve customer satisfaction and ensure service level agreements (SLAs) are met. 

Accurate, timely insight into service delivery and quick identification of problems speeds identification of the source of a service-impacting event from hours to minutes, and helps consolidated IT operations teams to provide service assurance to the business for availability and delivery of critical applications and services.

Read more about the ERP integration.


A further OEM for  MPLS Manager provides a comprehensive management solution that helps to ensure the availability of core multiprotocol label switching (MPLS)-based networks and the advanced services that these networks deliver in a cloud computing environment. With MPLS Manager, ECBFI clients and organizations can easily see relationships among virtual data center infrastructure elements and key business applications and services, understand how the MPLS environment relates to the rest of the underlying network infrastructure, and gain control and visibility in the cloud. These capabilities make it easier to increase the availability of critical MPLS-based business services and the infrastructure that keeps them up and running.Better availability and performance of MPLS environments helps to improve customer satisfaction and ensures that service-level agreements (SLAs) are met.


By supporting multivendor MPLS environments—such as devices from Cisco Systems, Huawei, and Juniper Networks—and quickly and automatically determining the root cause and business impact of infrastructure problems, IT organizations save time, increase operational efficiency, reduce costs, provide service assurance, and can spend more time improving existing MPLS-based services and enabling new business opportunities. MPLS Manager automatically discovers and understands logical and physical relationships in MPLS and related domains including labeled switch paths (LSPs), Layer 2 and Layer 3 virtual private networks (VPNs), VPN-MPLS connectivity, VPN routing and forwarding services, LSP segments and Metro Ethernet environments.



1. Problem Detection: Trend analysis helps in giving a proactive approach to the Problem Management by which you can avoid the occurrence of the problem earlier rather than resolving the problem at a later stage.

The reports in  a software called ServiceDesk Plus gives you information on identifying the real causes of Incidents created earlier and what should be identified as a problem. Get the pattern of failure from an Item based reports (Report on Request by Item and Report on Problems by Item) and identify the IT service which has to be improved.

2. Problem Logging: The Problem logging is critical as all the necessary information and conclusion from the incident has to be captured while creating the Problem. Create a problem from the Incidents maintaining the complete association and the information from it.

Avoid duplicates by searching for similar existing problems before the creation of a new Problem.

3. Categorization: Problem categorization is very essential to avoid ambiguities. ServiceDesk Plus helps in applying the incident categorization automatically to a Problem when it is created and this helps in keeping the Problem technicians in the same level of understanding as the Incident technicians. When the number of incidents raised is more, it might be a painful task to search these incidents and associate to the Problem.The categorization makes it simpler to search the incidents and associate these with the Problem.

4. Prioritization. Focus on the business critical problems based on the problem prioritization. Problem prioritization helps technicians to identify critical problems that need to be addressed. Impact and Urgency associated with a problem decides which problems need to be addressed first. When a problem is created from an incident, the impact, urgency and priority values get assigned from it automatically and reduce the task of prioritizing the problem for technicians.
ServiceDesk Plus also helps in identifying the Asset-User relationship at the time of the IT service failure and defining the problem priorit

 5. Investigation and Diagnosis: Problem investigation results in getting at the root cause of the problem and initiating actions to resume the failed service. Analyze the impact, root cause and symptoms of the problem to provide a problem resolution. Make an announcement with the problem symptoms to avoid the creation of multiple incidents.

6. Solution
The successful diagnosis of a root cause results in changing the problem to a Known-Error and suggesting a workaround.ServiceDesk Plus helps in categorizing the solutions into three- Known-Error Record, Workaround and Resolution. Change the problem into a Known-Error record automatically when you add a work-around or a solution. Browsing through these known-error record by the end-users helps in resolving the incidents by themselves and reducing the inflow of incidents. These also help in lowering the incident resolution time by the incident technicians.The work-arounds and problem resolutions automatically get added with the solution list and help to have a common place where we can search for all the help document

7. Closure
Problem closure is very critical as closure confirms that all apects of the user problems are addressed to the user satisfaction. ServiceDesk Plus helps to ensure that all the associated incidents are closed with a proper fix or resolution to the failure reported