The Age Of The Customer Requires A Shift In Monitoring Focus

John Rakowski

In my February 2014 report: Left–Shift Technology Monitoring For Success In The Age Of The Customer I explore what the near future will bring for technology monitoring approaches and solutions. Today, for the typical I&O organization, successful technology or service delivery monitoring focuses on two main areas. Firstly, availability, so ensuring the technology underpinning business services is up and available when needed and secondly, performance, so making sure that technology utilized (applications and associated workloads) is fast enough for the business service it supports. 

There is a major problem with this approach though. As the famous author Harper Lee stated “We know all men are not created equal” and the same can be said about your customers and employees – they are not all equal and the rapid pace of consumer technology innovation in areas such as mobile means that they will utilize technology in different ways to support productivity or to engage with your enterprise as a customer. Our relationship with technology is changing rapidly. It is becoming more intimate and personal, meaning that datacenter centric monitoring approaches that focus on availability and performance alone, while still essential, are only the beginning of what is required for a holistic technology monitoring strategy.

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Are You Ready For Cyber Monday?

John Rakowski

Firstly, I hope all my American colleagues and friends are enjoying Thanksgiving. Happy holidays everyone!

I especially hope that all the IT professionals who work in the consumer retail markets get some rest because this coming Monday is Cyber Monday, one of the biggest days for online shopping transactions in the business year. Cyber Monday is part of the holiday season, which Forrester defines as November through December, and as our recent retail forecast report for 2013 points out, we expect online sales to top $78 billion in the US alone. Cyber Monday is not just a US event though; even in the UK, spending is forecast by Sage Pay to be more than £500m for this one day alone.

These figures highlight how digital our world has become. There is no need to go out in the cold or the rain as purchases can be made via mobile devices at any time or anywhere. This move to the digital world means that for many consumer retail companies, their websites and increasingly their mobile apps are now key to their success as they are becoming a major revenue and brand image contributor.

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Don't Think BPM And Customer Experience Are Your Problem? Think Again

Kyle McNabb

Development leaders! Project leaders and business analysts! Application and solution architects! Want to move forward on your business technology (BT) journey and be viewed by your business stakeholders as a valuable team member? Take a tip from last week's Forums held in Boston. Embrace Business Process Management (BPM) And Customer Experience. Don't ignore them, embrace them. Why? They're essential to helping you achieve your business outcomes.

I know, I know. You read the above and now think "Gee Kyle, what's next? Going to enlighten me on some new BPM or customer experience management technology that's going to transform my very existence, my company's future?"

Nope. Let me explain....

Last week we hosted more than 250 of your application development and delivery and business process peers in Boston and focused on how to succeed in the new world of customer engagement. The most impactful discussions I heard were the side conversations we held with attendees, sometimes occurring over dinner and cocktails. We didn't discuss technology. We discussed the skills your peers were developing in two fundamental areas:

  1. BPM - no, not the technology but the Lean and Six Sigma based methods, techniques, and tools organizations use to focus on business processes and not functions; to strive for continuous improvement; and to focus on customer value. 
  2. Customer experience - defined more eloquently by my peer Harley Manning, but I'll summarize as the methods, techniques, and tools used to understand how customers perceive their interactions with your company.
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Really end to end management: Gomez and Compuware

Jean-Pierre Garbani

The marriage of Gomez and Compuware is starting to bear fruits. One of the key aspects of web application performance management is end user experience. This is approached largely from the data center standpoint, within the firewall. But the best solution to understand the real customer experience is to have an agent sitting on the customer side of the application, without the firewall, a possibility that is clearly out of bounds for most public facing applications. The Gomez-Compuware alliance is the first time that these two sides are brought together within the same management application, Compuware Vantage. What Vantage brings to the equation is the Application Performance Management (APM) view of IT Operations: response time collected from the network and correlated with infrastructure and application monitoring in the data center. But, it’s not the customer view. What Gomez brings with its recent version, the “Gomez Winter 2010 Platform Release” is a number of features that let IT understand what goes beyond the firewall: not only how the application content was delivered, but how the additional content from external providers was delivered and what was the actual performance at the end user level: the outside-in view of the application is now combined with the inside-out view of IT Operations provided by Vantage APM. And this is now spreading outside the pure desktop/laptop user group to reach out the increasing mobile and smart phone crowd. IT used to be able to answer the question of “is it the application or the infrastructure?” with Vantage. IT can now answer a broader set of questions: “is it the application, the internet service provider, the web services providers?’ for an increasingly broader range of use-case scenarios.

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