While it may sound like a no-brainer, the eﬀect of a solid monitoring strategy – or lack thereof – cannot be underestimated. The beneﬁts abound: those with a deﬁned monitoring strategy in place ﬁnd it easier to identify and remediate service disruptions, and those who consider their monitoring process to be strategic are also more likely to build monitoring into code, agree that developers are actively involved in supporting applications, and consider their organization to be agile.
Alert noise is not getting any quieter
With more tools and more moving parts to keep tabs on, it is perhaps little surprise that alert noise has proven to be such a loud – and painful – problem. More than three quarters of BigPanda's 1500+ respondents stated that reducing alert noise is a challenge, and the number of respondents reporting high alert volumes (100-500, 500-1000, or 1000+ alerts per day) has increased across the board over 2016. This group reports extremely low levels of satisfaction with their ability to respond to alerts, which is reﬂected in the fact that only 26% are are able to remediate the majority (75-100%) within 24 hours.
It all boils down to the customer experience
For two years in a row, customer satisfaction has far outranked all other performance metrics we included in our survey – including some that many might consider “traditional” for IT practitioners. Customer satisfaction was cited as a KPI by a whopping 73% of respondents, while the second most popular metric, SLA compliance, was cited by just 45%.
This vast gap indicates the pivotal role that the digital customer experience plays as a key competitive diﬀerentiator. It also signals an important shift in the way that IT performance is valued. Traditional metrics, such as MTTR and incident volume, are too heavily weighted on outcomes not closely associated with business services. Tracking the number of closed tickets or resolved incidents does not directly gauge the quality of the end user experience – and whether they are likely to buy or engage again.
In fact, digital customers have come to expect technical reliability as standard. The diﬀerence between “good” and “great” now lies in factors such as usability, personalization, cross-platform support, and customer service.
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Blue Matador Staff
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