This application is so slow, I can't even use it..... ever hear that? What is the end user experience? Do you find that the only time you know there is a problem is by users calling the service desk?
It is even more complex today than it was just a few years ago. Cloud computing, mobility, virtualized infrastructure and outsourced vendors provide companies with the flexibility to compete effectively, but they also represent a huge increase in IT complexity. Customers expect companies to be 'open for business' anytime, anywhere and on any device of their choosing, and they expect the experience to be simple, engaging and fast. Sound familiar, same expectations of your employees.
One of the challenges in many organizations is that performance is managed in silos. There is no end-to-end performance management, and that is a problem. The business has to ensure consistent, reliable performance of systems across multiple external networks, platforms, and companies. The business has to address things like performance issues with technology suppliers in the cloud, disconnects between groups that monitor, diagnose, and verify problems. The list goes on, but bottom line for both customer and employee, you need a clear view of end-to-end user experience.
To me, when capacity, availability, response and the scalability of technology are aligned with your business performance needs, your processes and people are efficient, your customers receive frustration-free access to your products and services, and you are empowered with reliable information and comprehensive visibility. It is that visibility to internal and external systems that operations needs to have.
It is not just application monitoring, or hardware monitoring - it is all of it, end-to-end performance monitoring. Performance Service Management for operations that provides that deep visibility into systems, application, and devices and integration into your ITSM tool set. When performance is no longer within acceptance, would it not be nice for an automated ticket into incident management be created and staff be alerted to a problem before the user calls. To me, that is taking your operational commitment to excellence up a notch.
Bridge the silos, start taking an enterprise view of Performance Management, and give your customers and users a positive experience.
Keep it positive!
Scott Arnett
scott.arnett@charter.net
About Me
- Scott Arnett
- Scott Arnett is an Information Technology & Security Professional Executive with over 30 years experience in IT. Scott has worked in various industries such as health care, insurance, manufacturing, broadcast, printing, and consulting and in enterprises ranging in size from $50M to $20B in revenue. Scott’s experience encompasses the following areas of specialization: Leadership, Strategy, Architecture, Business Partnership & Acumen, Process Management, Infrastructure and Security. With his broad understanding of technology and his ability to communicate successfully with both Executives and Technical Specialists, Scott has been consistently recognized as someone who not only can "Connect the Dots", but who can also create a workable solution. Scott is equally comfortable playing technical, project management/leadership and organizational leadership roles through experience gained throughout his career. Scott has previously acted in the role of CIO, CTO, and VP of IT, successfully built 9 data centers across the country, and is expert in understanding ITIL, PCI Compliance, SOX, HIPAA, FERPA, FRCP and COBIT.
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