safeguard commercial success with a strategic monitoring approach

© 2014 Forrester Research, Inc. Reproduction Prohibited 1

Safeguard Your Business with a Strategic Performance

Monitoring SolutionFeaturing:


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Speakers

John Rakowski

Analyst

Steve FrancisFounder & Chief Product

Officer

Lawrence Rowell

Systems & Security Manager


Agenda •Forrester Research: Safeguard your business success with a strategic monitoring approach

•Pacific Life: A successful example of strategic technology monitoring

•LogicMonitor: Brief introduction to LogicMonitor as a strategic vendor

Making Leaders Successful Every Day

Prioritize Technology Monitoring To Safeguard Business Success

John RakowskiAnalystApril 30, 2014

@momskij


Agenda

›The rise of tech-fueled business services›Welcome to the age of the customer›The warning signs of non-strategic approaches to technology monitoring

›Recommendations for a holistic technology monitoring strategy


What Do The Following Organizations Have In Common?

2013 – The Year Of The Computer

Glitch


Ultimately IT Faces The Blame!

The usual approach to technology monitoring isn’t good enough!


Agenda



Welcome To The Age Of The Customer

Radically

more complex b

usiness

environment

2010 2012 2015 Beyond

Empowered, tech-savvy employees

Business-ready, self-service technology

What it means:Technology is the main catalyst for business success.


Rising Technology Complexity

expectations

2013–202020122011201020092008

Real complexity

Manualability

CustomerConsumeriza

tion

IaaSSaaS

MobileBYOD


Agenda




The Warning Signs of Non-Strategic Approaches to Technology Monitoring

Silos in IT teams

False hero mindset

Never-ending

integration journey

“It just happens” approach


Agenda




A Holistic, Strategic Approach To Monitoring Is Required

Source: Guarantee Business Value From Technology Monitoring, November 2013

Centralize Monitoring Responsibility

Understand And Prioritize Services

Assemble A Customer Centric Monitoring Portfolio

ITSM Integration And Business Centric Reporting

Continuous Improvement


Centralize your Support Operation

You need to consolidate

the people to optimize skills!

1


Source: March 1, 2013, “Evolve Your Operations Center For True Service Management” Forrester report

Centralized operations center1


2 Define IT services to be monitored

› Proactive monitoring depends on your customers’ perception of IT service availability and performance.

› Communicate with your co-workers and customers:

• Who are they?• Which applications/IT services do they

use?• How would they define a healthy IT

service?• Working with application/IT service

designers is essential.

› The aim is to ensure an end-to-end unified monitoring approach.

3 Assemble a customer-centric portfolio

Photo order

End user experience

Business dashboards

ITSM integration

Application

Database

Workload

Unified console

Application transactionMapping

Automation& Analytics


Availability management

Event and incident

management

Service level management

Problem management Service desk

Application management

Capacity management

Change management

Supplier management

Demand management

Release and deployment

management

Service catalog

management

Service portfolio

management

BUSINESS

VALUE

DevOps

4 Integration with ITSM processes


4 Focus on the right metrics to communicate value

Descriptive Perceptive

Outcome Dashboards


• Promote the value of monitoring solutions.

• Hold regular meetings with:• Service/application owners.• Service desk managers.• Customers/employees.

• Create business-centric dashboards.

6 Continuously improve to ensure monitoring relevance


Recommendations

1.Audit the monitoring solutions in your environment.

2.Begin to identify IT strategic programs that you can leverage for monitoring investment.

3.Start to build the business case for support centralization.

Thank youJohn [email protected]

@momskij



Monitoring Solution

•Lawrence Rowell•Systems and Security Manager•Pacific Life Retirement Solutions Division


Our Situation Two Years Ago•Our monitoring team was asked to do more with the same resources (Be more efficient!)

•We were supporting several monitoring tools- each with specific strengths networks, windows, etc.

• Upgrades • Database

•Research better options


What Brought us to LogicMonitor

•What we learned during the trial:• On site deployment was very easy

• Numerous technologies were monitored efficiently

• Windows, Linus, hypervisors, WAN optimization equipment, firewalls, proxies, etc.

• Support was responsive • Accessible anywhere anytime • Alerting provided key response options


End Results

›We focus more on our business needs

›Adoption by technology users

›Agility ›Cloud Ready


Thank you!

Lawrence Rowell

Systems Management & Security



Monitoring Solution

›Steve Francis›Founder and Chief Product Officer›LogicMonitor

@SteveFrancisLM

IT is mission critical

• Virtualization, cloud, hybrid cloud = new monitoring challenges

• In next decade, servers worldwide will grow by a factor of 10• IT professionals forecast to grow by less than 1.5 XIDC, 2011, “Extracting Value from Chaos”, Aberdeen Group 2012

Average cost of downtime for business: $161,000/hour — Aberdeen

Group

An Ops guy frustrated with legacy tools decided to make

something that monitored all of modern infrastructure.

Steve FrancisFounder and Ops Guru


Built to ensure :

customer experience

application availability

underlying infrastructu

re performanc

e

Immediate benefits:

automate deployment

reduce troubleshooting

time

share knowledge across silos

Integrate key tool

sets:monitoring

IT automatio

nCMDBs workflow /

ticketing

LogicMonitor Makes IT Ops Teams More Efficient

SaaS Architecture


LogicMonitor


Thank you!Next Steps: Webinar special offerTry LogicMonitor for free for 14 days Sign up here: http://lp.logicmonitor.com/Forrester-LogicMonitor-FTR-LP.html

Contact LogicMonitor888-41-LogicMore info at www.logicmonitor.com

@logicmonitor

http://www.logicmonitor.com/

safeguard commercial success with a strategic monitoring approach

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