Today’s customers and employees are highly connected and are using many different platforms to research, shop and work. You need to adapt. Are your server, network and other IT monitoring tools getting in your way? Learn how a unified approach to IT monitoring can help.
Learn more at http://www.ca.com/us/opscenter/ca-nimsoft-monitor.aspx?mrm=425887
2. The New Customer
Today’s customer and employee profiles look very different
than they did just a few years ago. These tech-enabled,
highly connected buyers are using many different platforms
to research, shop and work. They’re engaging brands in new
ways—through social networks, as well as mobile and
cloud-based applications. And with all their newfound
capabilities, they’re expecting more from their business
interactions.
To meet the expectations of these empowered
digital end users, many businesses are:
• Adopting new applications and processes
• Investing in technology-based innovation
• Creating differentiated customer experiences
And, they are getting a leg up on the competition.
Succeeding in a Customer-powered Reality
According to Forrester’s Customer Experience Index (CXi) research, “Customer experience
leaders had a cumulative 22.5 percent gain in performance over the past years, compared
with a 46.3 percent decrease for a portfolio of customer experience laggards.”1
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Left-Shift Technology Monitoring For Success in the Age Of the Customer. Forrester Research, Inc. February 14, 2014.
3. 03
Leader or a Laggard?
If you’re not yet a leader, your current IT
monitoring tools could be to blame.
That’s because as you introduce new technology services that
meet internal workforce and external customer requirements,
you slowly, but surely, create a massively complex IT
environment where mobile applications, cloud services and
dynamic virtualized tools converge with legacy, on-premise
systems.
Consider the following use case:
Margaret, a VP of IT Operations for a multinational corporation
and her team of administrators have evolved their company’s
infrastructure to keep pace with advancements in technology
and lines of business needs. Over time, they added multiple
point solutions and open source tools across
organizational silos to help monitor the health and status
of each component. But, these tools inevitably caused more
operational headaches than they solved.
The result was a confusing mix of disjointed monitoring
tools used in operational silos that negatively impacted
performance, availability, service delivery and the overall
customer experience. Margaret and her team faced the
following three challenges.
4. 04
Does Margaret’s story sound familiar? Continue reading
to see how her current IT monitoring tools are failing to
meet expectation.
A Case in Point
Margaret and her team are responsible for providing timely support for new
enterprise applications and technologies to improve employee productivity
and enhance the customer buying experience. When an outage occurs, her IT
team wastes precious time finding and fixing the problem across domains
and cross-functional teams using multiple outdated and ineffective IT
monitoring tools. The resulting downtime means that employees aren’t
working and customers aren’t buying. Moreover, when her IT administrators
are fighting daily fires, they are unable to devote enough time to the
innovative projects that deliver real business value.
1. Too Much Time is Spent Fighting Fires
2-3
Pulse Report by Gatepoint Research: Strategies for Monitoring IT Infrastructure and Service, May 2014
47% of organizations use more than five tools to
monitor their IT infrastructure.2
Jumping from tool to tool and a siloed monitoring approach are
top challenges for organizations using more than five tools.3+
5. 05
When an issue occurs, who’s to blame?
Like Margaret, you may not be able to identify
the culprit until it’s too late.
A Case in Point
Margaret’s team of IT administrators all use separate “best-of-breed”
point monitoring tools that make it nearly impossible to pinpoint the
root cause of failures. At the onset of an issue, her administrators check
their own siloed views of the disparate systems and accuse one another
of letting system errors fall through the cracks. This delays issue
resolution, degrades the user experience and leaves customers
dissatisfied. Plus, the constant finger pointing can create more
friction among an already divided staff.
2. Customer Experience Suffers While Fingers
are Pointed
6. 06
The slower you are to respond, the faster your competitors will pass you by.
Margaret knows this all too well.
A Case in Point
The IT tools Margaret’s team employs are difficult to use, too complex to customize and limited in scope and scale.
And as her administrators try to monitor the performance and availability of the IT infrastructure under their respective
domains and departments, the overall operational efficiency of IT is reduced. Since so much time is spent managing
disparate tools and decentralized views of the IT infrastructure, little is left for customer-centric innovation. While
Margaret’s team struggles with increasing complexity and loses strategic focus, her competitors develop and roll out
the “next best” application, seizing market share and leaving Margaret’s company in the dust.
3. Competitors are Flying By
7. 07
Graduate from Laggard to Leader
Save your team from the constant
firefighting and finger pointing and put
an end to the poor customer experience
that results from ineffective, disjointed
monitoring tools.
CA Nimsoft Monitor is designed to help you deliver
an optimal customer experience by monitoring the
availability and performance of all your services,
applications and technologies—both inside and
outside your data center—via a single, unified and
comprehensive IT monitoring solution.
The Operations view contains IT/business service health and SLA performance.
8. 09
Shift Resources from
Reactive Work to Revenue
Generation
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Staying on top of all the new applications and
technologies that your customers demand is difficult
enough. Don’t make it harder by settling for IT
monitoring tools that are difficult to use, too complex
to customize and limited in both scope and scale.
CA Nimsoft Monitor increases operational
efficiency by delivering agility, power and simplicity,
enabling you to
spend less time supporting your
management tools and more time addressing the
growing needs of the business.
9. 09
Start Putting Your Customers First
With CA Nimsoft Monitor’s unified architecture and comprehensive
monitoring coverage, you will finally be positioned to monitor, measure
and report on the metrics that matter most to your customers.
You’ll be able to adopt and manage new customer-centric applications
and technologies more quickly.
10. 10
Provide a Single, Unified Monitoring Platform
Key features of CA Nimsoft Monitor include:
• Unified platform with comprehensive coverage: Provides scalable, resilient and reliable IT monitoring
support for more than 140 technologies across your data center and the cloud.
• Unified trending and root cause analysis: Helps you identify and correct problems across your entire
IT infrastructure before they impact business performance.
4
IDC White Paper, sponsored by CA Technologies, Unified Infrastructure Monitoring and Management Increases Availability,
MTTR, and IT Staff Productivity, October, 2013..
5
Data collected from benchmark data study conducted by CA Technologies in 2012. Actual results may vary.
Up to 20%25%
CA Nimsoft Monitor:
increases productivity of end users
through better infrastructure
availability5
CA Nimsoft Monitor:
improves mean time to
repair (MTTR)4
20%
CA Nimsoft Monitor:
reduces system and network
outages4
11. 11
Free IT for Higher
Value Projects
Key features of CA Nimsoft Monitor include:
• Power and simplicity: Designed to provide the ease of use
associated with point solutions, featuring a powerful
architecture that has a lightweight footprint.
• Unified user experience and control: Helps eliminate the need
to purchase, install, maintain, deploy, update and train for
multiple tools.
• Intuitive, sophisticated visualization, alarms and reporting:
Helps boost service levels by accelerating problem resolution,
proactively preventing issues and prioritizing IT support efforts
according to business process value.
The less time spent managing monitoring tools means more time
can be devoted to strategic business initiatives that move the
company forward.
CA Nimsoft Monitor:
improves IT staff productivity6
Simple dashboard that displays the overall status of each business
service, customer or application.
The Operations View contains IT/business service health and
SLA performance.
6
IDC. Unified Infrastructure Monitoring and Management Increases Availability, MTTR, and IT Staff Productivity
(Sponsored by CA Technologies). Mary Johnston Turner. October, 2013.
Up to 25%
12. 12
Focus on the Customer Experience
Key features of CA Nimsoft Monitor include:
• Plug-and-Play architecture: Provides for the rapid, on-demand addition
of new monitoring capabilities without having to disrupt your existing
environment with additional products or bolt-on workarounds.
• Business- and customer-centric monitoring: Supports the aggregation of monitoring
data from disparate IT sources, but also offers powerful APIs and SDKs that pull customer
service data into custom dashboards for a complete picture of a customer’s experience.
This E-Commerce Service View helps to ensure a positive customer experience.
13. About the Solution from CA Technologies
CA Nimsoft Monitor delivers the essential capabilities needed to help
you proactively monitor and manage alarms, performance and SLAs
across even the most dynamic and complex environments. Instead of
having to deploy multiple point solutions, you can leverage CA Nimsoft
Monitor and get a single platform to manage your IT infrastructure and
services—whether they’re on premise or in the cloud. Built for both
service providers and enterprise customers, CA Nimsoft was designed
as a platform that provides scalable, resilient and reliable IT monitoring
across all your critical IT resources.
With CA Nimsoft Monitor, your business can more easily:
• Realize fast time to value and optimal efficiency, with streamlined
deployment, ease of use, unified administration and more.
• Leverage a single platform with an extensible architecture that can
help you monitor every device and service that matters to your
business.
• Harness intuitive, sophisticated visualization and reporting that helps
boost service levels through accelerated problem resolution—and
proactive issue prevention.
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