No one cares who’s to blame for IT performance issues

By Aravind Sivanesan, Sr. Director, Alliances Technical Strategy and Enablement

The way IT enables and aligns to the enterprise is ever-changing. However, for too long, the way that IT performance problems are resolved has remained unchanged. Infrastructure outages, latency issues and performance degradations occur continually, and every team within IT shares the risk and responsibility for resolving them. The challenge is a siloed approach and a lack of vendor-agnostic, integrated IT management platforms that ensure availability and guarantee workload performance. As a result, it is very difficult to effectively collaborate and resolve issues that are often beyond the scope of one specific discipline. Performance issues are systemic, requiring an unbiased, comprehensive and authoritative understanding of root cause with the ability to predict future availability and latency issues.

Customers don’t care why something happened, who caused it or who fixed it. They would like to guarantee application performance without planned or unplanned downtime. When end users can’t complete simple tasks or functions because IT can’t identify and resolve sources of back-end performance issues, or prevent them from happening, companies run the risk of losing money and brand loyalty.

The focus of problem-solving in enterprise IT can no longer be about reacting to issues. Teams need to proactively identify emergent problems before they happen, adjust and correct for them, and solve new problems immediately. Infrastructure performance management (IPM) should focus on understanding the end-to-end application infrastructure and dependencies, and maintain accurate baselines to meet unpredictable user demand. For example, if there are seasonal periods annually that produce massive upticks in traffic, that analytics & intelligence means teams can make necessary adjustments to prepare well in advance. Equipping a team to anticipate performance issues and adjust for them – rather than react to them – means customers never experience a problem.

Having a strong IPM practice also helps keep IT workers focused on agility, innovation, business and customer enablement overall. In today’s always-on IT landscape, the ability to measure and manage an end-to-end, performance-based SLA is a must-have, while adopting complex but cost-effective cloud solutions.

In several industries, back-end IT performance issues may mean that customers head to alternate websites or providers to purchase a competitor’s products and services. In industries such as healthcare and financial services, latency is equivalent to saving patient lives and/or irreparable brand impact. When this occurs, everyone shares responsibility. IT infrastructures handle some of our most societally critical processes, and the ways we manage and improve these ever-evolving entities require real-time visibility and correlation that only IPM can deliver.

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