The Insider's Guide to Next-Generation BPM
By Scott Gordon, Vice President, Marketing and Business Development, AccelOps, Inc. , 08/11/2009
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Mid-tier enterprises face similar challenges to improve service reliability and delivery, as do larger entities -- albeit with fewer resources. These companies rely on IT to provide mission-critical services, such as email, web, voice, e-commerce and financials, to support their organization and customers.
The necessary growth in datacenter virtualization, distributed and mobile access, cloud-based applications and outsourced service technologies adds operational complexity. Datacenter growth and operational complexity requires the IT organization to evolve processes and to build out workgroup specialties (e.g. networks, systems, applications, operations, security and the help desk / service desk) that serve to scale management and controls. A potential side affect is operational silos that can reduce IT responsiveness and blur service visibility.
Furthermore, infrastructure complexity and departmental growth often drive the procurement of a variety of specialized tools designed to manage the infrastructure by functional domains and technologies, rather than from a service perspective. In a recent Ogren Group study of North American data center directors and IT professionals within the mid-tier market, only 17 percent of those surveyed felt very confident in the tools they use to monitor and optimize network and application availability, performance, compliance and security.
The growth in IT complexity, the potential blindspots and inefficiencies due to operational silos, and the continued investment in disparate IT management tools contribute to service delivery risks, outages, and degradation -- as well as undermines IT confidence and business contribution.
Beyond assessing resource constraints, organization capabilities and current processes, to maintain service reliability and meet (or improve upon) service level expectations, organizations need to be able to see and manage all aspects of performance, availability and security related to that service. This requires a holistic service management approach that enables IT to advance new technologies and business initiatives while reducing operations expenses, business risks and service exposures.
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