Consider your IT Operations Management (ITOM) solution as a cross between a watchdog and a sentry. It sniffs out and alerts you to issues, while giving you a fair assessment of the strengths of your IT structure. It pounces at the slightest hint of a threat that can disrupt your business. At the same time, it monitors the more useful elements – like data – that can enter your corporate infrastructure and prove advantageous to your overall productivity.
While the ITOM is designed to continually check on the performance of your solutions and the robustness of your equipment, there are three main issues that topbill its search-and-rescue (or fix) operations. These are the three components of your overall IT machinery that have long-range repercussions on your business objectives.
User experience (UX) is an indispensable key to repeat business. According to UX Passion, companies they surveyed said that they saw their revenues rise by 37 percent because of positive UX. About 86 percent of these happy customers said that they are willing to pay more if it means an enjoyable customer relationship interaction. The reverse equally highlights the importance of UX. 90 percent of users will stop using an application if it stalls, and 48 percent of them regard a company’s failure or slowness to respond to their concerns as a sign of lack of concern. Both bad UX’s can prompt them to bring their business elsewhere.
ITOM monitors and judges the quality of your UX in two ways . First, its passive end-user monitoring shows you definite measures of application performance, such as web upload time, or response time to a customer’s query. Second, its monitoring gathers data on end-user interactions and sends it as a report to IT. It also filters out false alarms or misleading IT ‘noise’ that may not give an accurate perception of how the process is working.
Compiling the data can illustrate trends and patterns that you might have to look into. Slow, non-immediate responses and cumbersome download time in certain regions might alert you to the deteriorating quality of customer satisfaction in a particular area. You can also use the information as a basis to raise the standards of performance and elevate UX to encourage customer retention.
Network and system management
While software applications are the heart and soul that run digital business, the ‘hardware’ that puts them all together are no less important. They are the concrete vessels that contain and protect the complex array of solutions, codes, algorithms, and streams of data coming in. Upgrades and the installation of new equipment can enhance the performance of IT. On the other hand, mismatch in devices can cause system breakdowns and incur more costs.
ITOM monitors the technical health of network and systems, and scrutinizes how they merge with new technology. It also keeps an eye out on the operational efficiency of the web servers, application servers, and other back-end mechanisms. It will notify you if something is amiss in the system, or if a particular component needs upgrading or replacement. Potential breakdowns are minimized, ensuring the continuity of IT operations.
As one industry white paper put it, “End-to-end integration enables ops teams to visualize and manage their heterogeneous environments using a single set of tools, and automate workflows across multiple processes and technologies for greater efficiency.”
Code-level root problems
The value of ITOM’s monitoring precision lies in its ability to ferret out the problems that can bog your system. The more visible, high-profile threats such as database stoppage are relatively easier to spot and identify. ITOM, however, goes beyond the assessment of performance to penetrate deep down into the layers of the solution and the systems. It traces the root of the problem of the device, application, or network, submerging itself to the code level. By identifying these singular and unseen issues, it makes the necessary corrections and prevents them from happening again.
ITOM functions like a doctor who goes beyond just giving the patient the prescription for the fever; it will hunker down and run all sorts of tests until he discovers the virus that triggered the illness. Afterwards, he recommends the remedial response.
Essentially, ITOM acts as the organization’s IT ‘watchdog’ or gatekeeper by monitoring UX which is vital to customer engagement and business growth. It manages the entire IT ecosystem to function as one efficient unit, noticing potential failures and breakdowns before they happen. Finally, unlike other solutions, its assessment is not superficial but analyzes the system down to the actual code level. Analyzing and remedying problems of the IT system’s ‘DNA’ can help prevent their repetition.