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More than ever before, businesses seek to wield IT Data Center as a competitive weapon - one that can help the business satisfy ever-increasing customer requirements. IT Data Center is under pressure to act less as a provider of technology and more as a partner fully engaged with the larger organization to achieve business objectives. To rise to this challenge, IT Data Center must focus on the issue of primary importance to the business - namely customers.
To demonstrate how it can support customer requirements, IT Data Center will typically present to the business a wide range of key metrics focusing on issues such as application uptime, network availability, database response times and the like. Where IT Data Center scores high on these key performance indicators, this is often taken as evidence that IT Data Center is supporting high levels of customer service. But increasingly, business owners detect cracks in the facade. While IT Data Center can show "five nines" uptime and availability, the business is often far less sanguine regarding the level of availability for its key customer facing business processes. Customers still experience service outages and poor performance - leading to lower customer satisfaction and potential loss of market share. The problem at the heart of this disconnect is one of perspective. The business remains focused on the customer. IT Data Center, in large part, remains focused on technology. While infrastructure monitoring can tell IT Data Center a lot about the performance of its software and technology components, it often fails to reveal useful information regarding the quality of the experience for the customer/end-user. This situation is amply illustrated in the following five myths of infrastructure monitoring white paper.
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Thursday, 09 September 2010
