Delivering Quality Service is Difficult

There are a lot of reasons.

Problem drivers include business pressure (budgets, people, overload), organizational silos, and application and infrastructure complexity.

But part of it is the nature of the tools most organizations use.

IT organizations are struggling to maintain a plethora of disconnected point products required for delivering quality service to their end users, wasting time and money managing the systems management infrastructure rather than the services provided by the systems. As a result, customers have difficulty guaranteeing service performance or availability to the business and are unable to support strategic business projects the business demands. The result from an operational standpoint is that the workflow from early detection to root cause analysis & resolution is way too expensive and takes way too long. In order to ensure services meet the (current and future) performance and availability needs required by the business, customers need technologies to monitor and provide the data required to establish, manage and improve meaningful service level agreements. Many customers lack business relevant service performance and availability metrics.

The right solution will enable IT to reduce the management and support cost of service provisioning, while ensuring services meet the current and future performance and availability needs required by the business, and freeing budget for IT innovation and development.