Continuing with my Reader\u2019s Choice series, this week I\u2019m focusing on service-level management and business process management tools recommended by our readers.For those just tuning in to this series, I asked our readers to submit their favorite management tools in a variety of categories and I\u2019m reporting back with their recommendations, as well as some of their comments on why they like these tools.Silas Reveille from Silas Technologies was recommended by a user because it could solve application monitoring problems more quickly. As this reader says:\u201cNot only was the product very quick and easy to implement, but it was also less expensive than the other solutions\u2026 The fact that Silas Reveille was powerful yet agentless and cost-effective was a huge differentiator for us. Using Silas Reveille to diagnose when and where outages occur has significantly decreased the amount of resources and time it takes to troubleshoot and ensure systems are up and running at all times\u2026 We would recommend the product to anyone looking to gain an edge by engaging in service-level management.\u201dOne of our readers recommends Formula from Managed Objects. He likes Formula\u2019s top-down approach, \u201cputting focus on the right and most important things to watch\/monitor\/manage - that is, the critical business processes of your company\u2026 and how IT supports them.\u201d He likes its open and object-oriented architecture that provides \u201cgreat flexibility and independency in establishing the right and needed properties, algorithms, thresholds, key performance indicators, etc.\u201d He says that these are coupled with those \u201celements that need to be managed for successful operation and business.\u201d He concludes: \u201cWith this kind of software design you can reach your goal of aligning IT with business in the most optimal way, since Formula can cover both (IT) and business status in the same view.\u201d\u00a0\u00a0Two interesting recommendations that I wouldn\u2019t have expected to be in this category came from a reader who recommended Tripwire for Servers-Manager and Tripwire for Network Devices as his favorite tools in business service\/process management. He says, \u201cOps guys love Tripwire\u2026 this is definitely far more than a \u2018security\u2019 tool. Many would argue, and I agree, that effective security has more to do with repeatable, verifiable operational processes than with the deployment of \u2018security software.\u2019\u201dHere\u2019s how his organization uses these products:\u201cWe leverage Tripwire to close the loop on change management, release management and problem management across both our infrastructure and that of our clients. We do this by using Tripwire to provide instrumentation of all actual change-related activity, which we then reconcile to approved change orders and trouble tickets. We also leverage Tripwire to provide us with the assurance that freshly provisioned systems match a known good build state, and that once they are deployed into production that they remain in the same known good build state\u2026 We use Tripwire to help us rule change in or out early in the problem management cycle, which has drastically reduced our Mean Time to Repair and increased our Mean Time Between Failures\u2026 Tripwire is one of the few tools that we have deployed that has paid us back in spades (in increased uptime and change success rate).\u201d\u00a0Another reader recommended Concord eHealth. He likes its \u201creadymade and really useful historical reports.\u201dSo these are our readers\u2019 favorite SLM and business process management tools. Many thanks to our readers who submitted their recommendations.