Are You Benefiting Your End Users?
July 13, 2016

Brad Denniston
AppEnsure

Share this

When you are working in IT Operations, your customer is the person who sends a request. Think back to being in front of a bank cashier or at a checkout counter when you insert you card. What do you expect? You expect:
 
■ the correct response (I took your money)

■ within the expected time, usually a couple of seconds.
 
Those are the two main benefits your data center provides. If you don't provide those benefits your business loses customers. It will filter down to you through sales, then marketing, then the CIO then – what are you going to do now?



 
If your data center is carefully monitoring all the hardware (servers, drives, routers, etc.) and all of the software (each OS, each process, each FIFO, etc.) you cannot detect if your customer is getting a response in the time they expect. You will see availability of the resources but not the quality of service or end-user experience.

You Have to Look at What the Customer Sees

You have to watch each request from your customer and measure the response time of the reply to that packet to see what your customer sees. That is the second benefit you provide to your customer.

This works only if you measure the response time of EVERY customer request and raise an intelligent, actionable alert when the response time deviates from what has been working just fine. When you collect this unique metric mentioned above, you can:
 
■ immediately inform affected customers that you know about the delay

■ immediately start working around and/or fixing the delay where it is occurring.
 
How do you immediately get the information you need to fix the problem? Go back to where I said, "an intelligent, actionable alert". The actionable alert should provide information regarding:
 
■ most likely cause of the problem

■ where the problem is

■ suggested fixes
 
Now within a few seconds you know what is needed to work around the problem to keep your customers happy and you know what to investigate for a long term solution.

Brad Denniston is a Senior Solutions Architect at AppEnsure.

Share this

The Latest

May 18, 2018

The deeper intricacies of the site reliability engineer (SRE) role are still evolving, and to gain some insights into what the role actually entails we recently conducted a survey aimed at this growing group. The role may vary from organization to organization. The commonalities we identified include the following ...

May 16, 2018

While security experts may disagree on exactly how to secure a network, one thing they all agree on is that you cannot defend against what you cannot see. In other words, network visibility IS network security. Visibility needs to be the starting the point ...

May 15, 2018

APMdigest asked experts from across the IT industry for their opinions on the essential tools to support digital transformation. Part 7, the last installment, offers some final thoughts about "tools" that are not necessarily technology ...

May 14, 2018

APMdigest asked experts from across the IT industry for their opinions on the essential tools to support digital transformation. Part 6 covers the development process ...

May 11, 2018

APMdigest asked experts from across the IT industry for their opinions on the essential tools to support digital transformation. Part 5 is all about data ...

May 10, 2018

APMdigest asked experts from across the IT industry for their opinions on the essential tools to support digital transformation. Part 4 covers communication and collaboration ...

May 09, 2018

APMdigest asked experts from across the IT industry for their opinions on the essential tools to support digital transformation. Part 3 covers analytics, AI and machine learning ...

May 08, 2018

APMdigest asked experts from across the IT industry for their opinions on the essential tools to support digital transformation. Part 2 covers the network and the cloud ...

May 07, 2018

Almost every company is facing the challenge of digital transformation today. This means rethinking and retooling your company to compete and succeed in an increasingly digital world. While digital transformation is not only about technology, the right tools can help. To find out what these right tools are, APMdigest asked experts from across the IT industry for their opinions on the essential tools to support digital transformation ...

May 03, 2018

Growth tops the list of CEO business priorities in 2018 and 2019, according to a recent survey of CEOs and senior executives by Gartner, Inc. However, the survey found that as simple, implemental growth becomes harder to achieve, CEOs are concentrating on changing and upgrading the structure of their companies, including a deeper understanding of digital business ...