APMdigest asked experts from across the IT industry for their opinions on what IT departments should be monitoring to ensure digital performance. Part 5, the final installment, offers some recommendations you may not have thought about.
The current software application scenario is predominantly threatened by security issues and cybersecurity risks. Security is probably one of the most critical aspects to consider while ensuring digital performance. In today's world of cyber threats, Security monitoring has become critical to safeguard apps against any unwanted and unwarranted cyber-attacks. Organizations must have a system that helps them monitor and improve the security of their applications. Digital Transformation and a robust digital interface can be offered only after ensuring all the security aspects.
Senior Director, Global Delivery, Cigniti Technologies
When processing transactions or information of your clients you must be monitoring your risk assessments and the implementation of your security measures. Maintain yourself and your team subscribed to threat alerts that will allow you to stay on top of possible risks.
Security strategy: Ensure that there is a process in place to protect the company's systems and data especially when adding or integrating applications.
There are many metrics necessary to ensure digital performance, but there is a key metric often overlooked by businesses: social media based metrics. Data from social media monitoring has too long been considered a vanity metric, but it can have real operational value if used correctly. Coupled with machine learning algorithms, analyst teams can be alerted in real time to track and correlate social media data with changes in product demand or revenue, identifying the root cause immediately, and providing forecasting for the future. What's the value in this? Let's say a celebrity promotes your brand via social media and the post starts gaining traction, you need to quickly identify the actual business impact. That way, you can leverage the momentum in-store and online by adjusting to inventory to meet expected demand, tactically bundling products to grow basket size, etc. Social media has a huge impact on digital performance, and it is essential businesses are able to predict and manage this metric in real time.
Co-Founder and Chief Data Scientist, Anodot
For organizations in the throes of executing digital transformation, understanding how users interact with IT can help improve digital performance. Employees' optimum use of digital assets is tied to how well ITSM supports them when there are performance issues. Therefore, monitoring the efficiency of your ITSM processes can identify where less-than-adequate support is leading to weaker digital performance. In general, applying analytics to ITSM will give an organization actionable data points, to determine which combination of phone, email, automation, self-help options, social channels or integration to Twitter, Facebook, or Slack are the most effective means of receiving and resolving IT support issues. For example, measuring and monitoring the resolution of calls that come into a help desk, how long queue delays are, and whether the calls resulted in an improvement in user productivity can provide an indicator of how well ITSM is enabling digital performance, or being a block.
HDM, SMM, Principal Product Manager, Ivanti
Rather than focusing on technological metrics like uptime or downtime, CPU, etc. companies should focus more on the human metrics. Talent is the number one operating priority, so measuring digital performance has more to do with the type of talent within an organization. This involves considering metrics like how many senior people they have, what their bench strength looks like, how long people have been in their roles, who the top performers are and whether they're being rewarded with opportunities or accolades. Once you have your focus on your people and the criteria for success aligned accordingly, you can do anything.
VP and CIO, Ciena
Achieving audit compliance within your IT ecosystem can be an iterative process, and it doesn't have to be compressed into the five days before the audit is due. Following is a four-step process I use to guide clients through the process of preparing for and successfully completing IT audits ...
Network performance issues come in all shapes and sizes, and can require vast amounts of time and resources to solve. Here are three examples of painful network performance issues you're likely to encounter this year, and how NPMD solutions can help you overcome them ...
"Scale up" versus "scale out" doesn't just apply to hardware investments, it also has an impact on product features. "Scale up" promotes buying the feature set you think you need now, then adding "feature modules" and licenses as you discover additional feature requirements are needed. Often as networks grow in size they also grow in complexity ...
Network Packet Brokers play a critical role in gaining visibility into new complex networks. They deliver the packet data and information IT and security teams need to identify problems, recognize security issues, and ensure overall network performance. However, not all Packet Brokers are created equal when it comes to scalability. Simply "scaling up" your network infrastructure at every growth point is a more complex and more expensive endeavor over time. Let's explore three ways the "scale up" approach to infrastructure growth impedes NetOps and security professionals (and the business as a whole) ...
Loyal users are the key to your service desk's success. Happy users want to use your services and they recommend your services in the organization. It takes time and effort to exceed user expectations, but doing so means keeping the promises we make to our users and being careful not to do too much without careful consideration for what's best for the organization and users ...
What's the difference between user satisfaction and user loyalty? How can you measure whether your users are satisfied and will keep buying from you? How much effort should you make to offer your users the ultimate experience? If you're a service provider, what matters in the end is whether users will keep coming back to you and will stay loyal ...
What if I said that a 95% reduction in the amount of IT noise, 99% reduction in ticket volume and 99% L1 resolution rate are not only possible, but that some of the largest, most complex enterprises in the world see these metrics in their environments every day, thanks to Artificial Intelligence (AI) and Machine Learning (ML)? Would you dismiss that as belonging to the realm of science fiction? ...
Of those surveyed, 96% of organizations have a digital transformation strategy, with 57% approaching it as an enterprise-wide priority, with a clear emphasis on speed of business, costs, risk, and customer satisfaction, according to IDC’s Aligning IT Strategies and Business Expectations for Digital Transformation Success, sponsored by EasyVista ...
One of my ongoing areas of focus is analytics, AIOps, and the intersection with AI and machine learning more broadly. Within this space, sad to say, semantic confusion surrounding just what these terms mean echoes the confusions surrounding ITSM ...