APM BOTTOM-LINE BENEFIT: Increased Revenue
August 22, 2013

Sridhar Iyengar
ManageEngine

Share this

Today's Business is heavily dependent on IT systems to perform at the best.

For example, an IT component failing in an eCommerce business could result in a shopping cart order failure that in turn results in loss of revenue for that business. If IT is able to proactively detect performance degradation and rectify it before it severely impacts the business, that could not only save loss of revenue and also credibility for the business with its customers.

On the other hand, if IT can ensure the highest level of service, that could result in higher levels of satisfaction for the customer who execute transactions on the IT system and eventually profitability for the business.

The question arises: "How can the business ensure that the applications perform at the optimal level?" This can be done by using 2 key concepts: Application Performance Monitoring (APM) and Service Level Management (SLM).

Application Performance Monitoring deals with the capability to proactively monitor IT application components that determine quality of application services.

SLM deals with the ability to monitor Service Level Agreements (based on KPI such as availability, health) and ensure that the IT team delivers the application service at the quality that has been agreed upon. This allows the business to measure IT service delivery and ensure optimal levels of services that is required to sustain the business.

It is imperative for IT to understand the relationship between business services and the underlying IT components/applications so that the impact of a IT failure/degradation on the business service can be well understood.

Additionally, there has to be SLAs associated with the Business Service. The higher the business service impact, typically higher should be the SLA (and the priority). That will be the expected quality of service from IT. If the business service impacts are not understood, then IT will be unable to deliver IT Services within agreed upon SLA times.

The business service impact for any IT incident helps establish KPIs (such as resolution priority, MTTR, SLA levels, etc.).

Sridhar Iyengar is VP, Product Management, at ManageEngine
Share this

The Latest

October 03, 2022

IT engineers and executives are responsible for system reliability and availability. The volume of data can make it hard to be proactive and fix issues quickly. With over a decade of experience in the field, I know the importance of IT operations analytics and how it can help identify incidents and enable agile responses ...

September 30, 2022

For businesses with vast and distributed computing infrastructures, one of the main objectives of IT and network operations is to locate the cause of a service condition that is having an impact. The more human resources are put into the task of gathering, processing, and finally visual monitoring the massive volumes of event and log data that serve as the main source of symptomatic indications for emerging crises, the closer the service is to the company's source of revenue ...

September 29, 2022

Our digital economy is intolerant of downtime. But consumers haven't just come to expect always-on digital apps and services. They also expect continuous innovation, new functionality and lightening fast response times. Organizations have taken note, investing heavily in teams and tools that supposedly increase uptime and free resources for innovation. But leaders have not realized this "throw money at the problem" approach to monitoring is burning through resources without much improvement in availability outcomes ...

September 28, 2022

Although 83% of businesses are concerned about a recession in 2023, B2B tech marketers can look forward to growth — 51% of organizations plan to increase IT budgets in 2023 vs. a narrow 6% that plan to reduce their spend, according to the 2023 State of IT report from Spiceworks Ziff Davis ...

September 27, 2022

Users have high expectations around applications — quick loading times, look and feel visually advanced, with feature-rich content, video streaming, and multimedia capabilities — all of these devour network bandwidth. With millions of users accessing applications and mobile apps from multiple devices, most companies today generate seemingly unmanageable volumes of data and traffic on their networks ...

September 26, 2022

In Italy, it is customary to treat wine as part of the meal ... Too often, testing is treated with the same reverence as the post-meal task of loading the dishwasher, when it should be treated like an elegant wine pairing ...

September 23, 2022

In order to properly sort through all monitoring noise and identify true problems, their causes, and to prioritize them for response by the IT team, they have created and built a revolutionary new system using a meta-cognitive model ...

September 22, 2022

As we shift further into a digital-first world, where having a reliable online experience becomes more essential, Site Reliability Engineers remain in-demand among organizations of all sizes ... This diverse set of skills and values can be difficult to interview for. In this blog, we'll get you started with some example questions and processes to find your ideal SRE ...

September 21, 2022

US government agencies are bringing more of their employees back into the office and implementing hybrid work schedules, but federal workers are worried that their agencies' IT architectures aren't built to handle the "new normal." They fear that the reactive, manual methods used by the current systems in dealing with user, IT architecture and application problems will degrade the user experience and negatively affect productivity. In fact, according to a recent survey, many federal employees are concerned that they won't work as effectively back in the office as they did at home ...

September 20, 2022

Users today expect a seamless, uninterrupted experience when interacting with their web and mobile apps. Their expectations have continued to grow in tandem with their appetite for new features and consistent updates. Mobile apps have responded by increasing their release cadence by up to 40%, releasing a new full version of their app every 4-5 days, as determined in this year's SmartBear State of Software Quality | Application Stability Index report ...