ITOA in the context of Business Service Management is essential
By Diana Krieger,
While in the past IT has often been seen as an essential part of the business, but not directly linked to its success, in todays’ competitive markets, where business equals customer, IT needs to prove its value and align its focus on customers’ needs. We now live in a customer centric digital age, where the pressure to lower IT costs, coexists with the need to demonstrate IT can play a significant role in adding value to the business by increasing both customer satisfaction and effectiveness. Moore’s Law, a computing concept originated during the 70s, stated that the overall processing power for computers doubles every two years. According to estimates indeed, the volume of business data worldwide, across all companies, doubles every 1.2 years*. Researches on Tech trends have forecasted that through 2015 there will be more devices and applications to monitor with less budget and according to Gartner, in 2020 data production will be 44 times greater than it was in 2009.
The downside of this fast exponential growth, lays in a strong increase of IT alerts, 90% of which are not critical. An average enterprise receives about 1.5 million IT alerts every year** and according to Gartner during 2015, 80% of outages impacting mission-critical services will be caused by and people and process issue and over 50% will originate from IT changes. These impressive data points imply that nowadays around 70% of the IT budget is spent just on keeping the lights on.
In an “ideal business world”, IT departments would be able to anticipate the impact of a change inside the IT environment and take preventive measures even before the end-user is aware of that impact on his perception of the service. This scenario might not be too far ahead but it implies the capability to look at technology from a completely different perspective. Big Data provides nothing insightful without the correct context. IT needs to become a means to understand, view and offer services from the customer’s point of view, as now more and more organizations are aware that they are delivering services instead of applications and infrastructures. For this reason, the past years have witnessed an intersection and amalgamation of technologies and best practices as well as end-user monitoring. The industry has finally started to outline the importance of merging stakeholders that understand the business processes with IT specialists who typically stay within their own technology silos believing that the business starts with the application. Therefore, as enterprises strive to make their IT department more responsive to their business needs through the use of proactive application performance management, a new optimized concept of Business Service Management is resurging, stronger than before.
Now companies need to adopt an integrated view and be able to go top-down and bottom-up with the support of an integration architecture; and that’s where the real challenge is: turning IT into a full partner to the success of the business. To achieve that, we have to be able to look across the technology silos that support and enable the business and implement solutions that are able to monitor the overall IT health status from the three main players ‘perspective: the end-user, the application and the infrastructure. The switch to a customer-centric view and a business oriented approach, in fact, will foster the management and the use of external and internal customer data, in order to improve organizational effectiveness and optimize service delivery. Moreover the possibility to gain complete control over the performances of both IT environments and business services, will finally establish a common ground between IT and business needs, improving organizational effectiveness, while reducing business downtime, helpdesk incidents and IT monitoring costs.
About Diana Krieger
Diana is the CEO of Savision. Diana has a strong track record in various industries like fashion, cosmetics and online recruitment; in her last jobs, she was the Managing Director for the Benelux market at Monster Worldwide and led the growth strategy of internet agency TDC Lighthouse Internet before realizing an exit. She has also been involved in many online start-ups.