What Ails Application Management Today?
Traditionally, technology has been the yardstick to measure application performance. Metrics around the application server, database server or the network were considered adequate to ensure reliability, availability, scalability and security of your application portfolio. However, these measures fail to take into account the effectiveness with which your end users use these applications to interact, collaborate, or get their job done. Today’s “always on always connected enterprise” is teeming with different users not just in terms of demographics but more specifically in terms of roles and IT needs. To quote Harper Lee “We know all men are not created equal*” – a highly productive executive who spends half the year on the road has markedly different needs from a manager who expects his desktop applications to be in ship shape.
How do you offer the most relevant applications and cater to the unique role requirements of your users? What if you had better insight into how your users view and consume technology and services, their level of acceptable response time, and most commonly used devices and applications?
This requires your IT organization to adopt a different approach to application management – one that focuses more on people, rather than technology. People critical is a key component of the new mission critical, and application management is focusing on empowering your end users with the technology and services that support their productivity and business goals. Clearly, user experience is driving the application environment and not the other way around.
The IT Checklist of the Modern User
Let’s face it: the end users expect – rather, demand – the same flexibility and ease in enterprise IT that they enjoy in their personal space. They look forward to an application landscape which is relevant to their role and intuitive enough to support their unique business needs.
More than ever, they want an application environment that fosters flexibility, improves collaboration, and provides enough room for creativity. In other words, the modern user wants his or her IT experience to be smart, real-time, relevant, and personal.
For organizations, this means delivering the right application and support to exactly the right user at the right time and place. It also means making services as personal and unique as the device or application, allowing each user to choose what they find most relevant to their need. But the question is – how can you effectively meet the expectations of your users while not losing focus from the priorities of the organization? How exactly does “people critical” manifest in your application management space?
“People-Centric” is the Key
A people-oriented view to managing your applications environment is the key. Application performance monitoring solutions provide greater visibility into how users consume your applications. Using intelligent application analytics, you can mine application performance data and understand the type of incidents raised. These insights can be used to identify predictable user issues and move them to a closer source of resolution. In essence, specialized incident driven knowledge can be used to customize your staffing model, skill sets, location strategy and the service desk structure for the most optimal resolution strategy. This adoption of a “shift-left strategy” helps reduce costs and improves speed of resolution. Analytics also makes your IT landscape intuitive and more relevant to the end user, adding another dimension to user experience.
Why People Critical is the New Mission Critical
While time and cost savings are a given, ease of use, improved end-user productivity, agility, and a superlative user experience are the add-on benefits which make the people-centric view to application management so appealing. Empowering your users to be creative gives you the leverage to quickly exploit new business opportunities. And the real benefits can be reaped when your end users come together and engage in innovative ways, unconstrained and uninhibited.
Source: *Haper Lee, To Kill a Mockingbird.