The Insider's Guide to Next-Generation BPM
By Vikas Aggarwal, Founder and CEO, Zyrion , 05/26/2009
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The successful execution of common business processes in the modern-day enterprise is directly tied to the effective performance of the Information Technology (IT) infrastructure within the business. Practically every activity in a business process, whether it involves taking an order or billing for delivered products, is tied directly to the effective functioning of one or more software applications and the underlying IT infrastructure.
Yet IT infrastructure monitoring is still focused on measuring the technical metrics and trends of individual applications and infrastructure components. Most businesses have a limited understanding of the impact of the complex mesh of interrelated technologies on the performance of business services and processes.
IT has also evolved from an ownership perspective. Business unit managers are no longer content with IT being an independent "black box" component within the organization. Today's business managers are demanding increased accountability, and want visibility into IT performance metrics to ensure that poor IT service does not impact end-user performance, and by extension, costs and revenues. The uptime status and technical performance reports on individual routers and servers are meaningless to business managers. What they want to see are the metrics and measurements of the IT services supported by the IT infrastructure. Aligning the monitoring and management of IT infrastructure with business services is a necessity in today's business environment.
Businesses need to adopt management and monitoring solutions that connect the worlds of IT and business. IT infrastructure monitoring must evolve beyond looking at the performance of individual servers and network nodes and include a correlated service-oriented view. When an IT component fails, the operations team must be able to see which business or IT services have been impacted. Operations personnel and process owners need to be provided with the means to proactively monitor the status and trending of underlying IT services to prevent potential problems, or catch them early before the effect is experienced by a wider constituency. Business Service Management (BSM) solutions address this need, and represent the next stage in the evolution of traditional network management and monitoring systems.
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