The Insider's Guide to Next-Generation BPM
By Charley Rich, VP of Marketing & Product Mgmt., Nastel , 11/03/2009
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According to a recent Aberdeen Group report, nearly half of the 158 organizations surveyed do not have the ability to measure the business impact caused by insufficient application performance, nor do they detect problems before users are impacted.
Organizations across all industries are losing millions of dollars suffering business process disruption, risking customer desertion and utilizing expensive talent to fix issues after users are impacted. The question these businesses need to ask themselves is: "Why fight fires when you can take away the kindling before they start?"
A large part of addressing this question is making sure problems are detected by support when they first show symptoms and before they are actually impactful. This gives a chance for these firms to act and not just react. Companies typically view their production environment as a serious of silos: network, web server farm, application servers, middleware messaging, databases and mainframe.
Each has separate management tools that result in a stovepipe view -- one that can be misleading regarding the state of your applications and their impact on your business. Managing via silos leads to an overburdened service desk and millions of dollars in potential firefighting after the fact.
In fact, many of these firms practice what is often likened to the blame game. When a serious problem occurred, IT management would bring into a single room the following groups: network group, web server farm, application servers, application availability monitoring, database group management and development. Each group might say the problem is not theirs but instead is another group's fault.
Typically, management orders the various groups to stay in the room until the problem is resolved. Sessions can last as long as eight hours. This is a very expensive way to resolve problems. Not surprisingly, the results are less than stellar: service levels to customers decrease, a high number of tickets are opened at the service desk, and when results are tabulated 65 percent of their problems are identified by customers before support is aware of them.
To curb wasteful spending, more and more companies are adopting more of a business transaction management strategy -- an effective, strategic approach to end-to-end monitoring of applications and processes called Business Transaction Performance (BTP). The strategy's goal is to improve efficiency and squeeze stealth waste from your business through the identification and remediation of business transaction latency.
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