2. SPECIAl SECTION
CIO EXECUTIVE VIEW POINT
Aligning IT with Business Goals
How monitoring end-user experience can add to the business
Anil Sharma
Business Manager – India/SAARC, Compuware
As business manager for Compuware India, Anil has been instrumental in introducing Compuware
ITSM solution to India and responsible for expanding Compuware’s IT Service Management
business in India and SAARC. He is also responsible for managing the strategic partnerships in
India. With over 14 years of experience, Anil has a track record in developing business strategy and
creating new businesses.
Today the buzz is about aligning IT performance of their business applications
with business and business service from the perspective that matters most —
management. Why is there a need for the end-user.
such alignment?
IT executives face mounting challenges What is the next step, assuming that the IT
in demonstrating value to the business. organization identifies that the end-user
Business focuses on revenue, adding new experience is unsatisfactory?
customers and increasing customer loyalty, IT organization needs to have a view of the
while IT faces challenges in demonstrating true end-user experience to understand
value on these lines due to limitations that the business impact to prioritize effectively.
are intrinsic to device-centric approach of Once priority is defined, IT can troubleshoot management solution. Once the fault domain
monitoring and support. So while IT can efficiently, i.e. they can quickly identify the has been isolated, Vantage allows you to drill
claim 99.999 percent uptime on individual IT domain of the problem and assign the right down into the appropriate technology tier and
components, the business may still suffer resources and tools to analyze the problem. analyze application performance, whether it’s
since customer satisfaction depends upon the Finally IT needs to implement processes Java or .NET, in the context of the network or
agility of business transactions and not the to analyze results and identify areas for server. The visibility provided by EUE is also
performance of an individual device supporting improvement. This needs to be a continuous leveraged in Compuware’s business service
the transaction. This creates dissonance in process which can be made possible with management solution. BSM provides a way
communication and priorities between IT the right tools to give IT organizations a 360 to map IT infrastructure to services that are
and business teams. To avoid mismatched degree view of their business processes and critical to the business. It can effectively
expectations and work towards common effective resolution. monitor and report on service levels,
business goals, it becomes imperative for IT incorporating third-party metrics into the
and business to speak a common language What solutions does Compuware offer in picture, and apply continuous improvement
and hence get aligned. this space? techniques like Six Sigma and ITIL. All these
The Vantage solution from Compuware brings capabilities together give an unprecedented
What are the key measures that CIOs can together all key elements in a single, integrated alignment with business needs. IT is a
take towards initiating this alignment? solution and approach, called business-driven strategic part of the business, and it needs
Traditional monitoring tools alone can’t service delivery. It all starts with end-user to deliver excellent service, report and
effectively identify performance issues and experience (EUE) monitoring. EUE provides communicate on that service with business
prevent IT organizations to move from reactive a level of visibility into performance that’s not customers, and ensure that it is meeting
to proactive resolution on time. A recent possible with any other approach. Vantage expectations of the business.
study by Forrester shows that over 47percent leverages both agentless and active approaches
of end-users complain of poor application to provide a complete picture. EUE also provides
performance even when the monitoring tools the starting point for understanding the
say everything is on target These end-users, business impact of issues and characterizing
most often, are the organization’s customers them to quickly isolate the fault domain.
and poor experience can prompt them to take When it comes to EUE, Compuware follows a
their business elsewhere. This can severely 300 percent rule: “100 percent of the users,
affect the revenues of an organization. 100 percent of the applications, 100 percent
Hence it becomes imperative for of the time.” This visibility is then leveraged
organizations to measure the availability and as a key part of our application performance