Five Myths of Infrastructure Monitoring: How End User Monitoring Can Help You Improve Customer Satisfaction
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(3)Overview: More than ever before, businesses seek to wield IT as a competitive weapon - one that can help the business satisfy ever-increasing customer requirements. IT 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 must focus on the issue of primary importance to the business - namely customers. To demonstrate how it can support customer requirements, IT 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 scores high on these key performance indicators, this is often taken as evidence that IT is supporting high levels of customer service. But increasingly, business owners detect cracks in the facade. While IT 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, in large part, remains focused on technology. While infrastructure monitoring can tell IT 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.
