Co-authored by Prenaven Naidoo

In previous posts, we discussed how critical it is to ensure that the health of the IT landscape is managed well to ensure that business objectives are met in today’s digital world. We also referred to IT operations monitoring as a journey that needs long-term commitment and a transformational approach, going through different stages of maturity to reach the target state.

Going through such a transformation needs funding commitment, backed by a business case that clearly captures long-term, measurable benefits and returns to justify the associated investment.

In this post, let us look at some of the challenges organizations face without advanced IT monitoring and the benefits that can be unlocked by adopting advanced IT monitoring capabilities. The table below breaks down the issues and benefits across business, architecture, IT operations, and development.

Category Challenges faced without advanced IT monitoring Improvements expected with advanced IT monitoring Benefit quantification and examples*
Business   Business applications and services suffer from availability or performance issues, leading to productivity loss for users   Users will face fewer instances of IT disruption and faster incident resolutions, leading to more time being spent on productive activities
  • Productive time lost by users due to IT-related issues: Expect saving 5 to 10 mins per incident*
Disruption to business services creates a negative customer experience, results in brand erosion, and increases the risk of penalties due to breaches in SLAs or regulatory requirements   The more satisfying user experience of using IT-enabled services reduced the risk and occurrence of penalties and SLA breaches
  • Net Promoter Score
  • Number of SLA breaches due to IT issues
  • Value of penalties incurred due to IT issues
Enterprise Architecture There are several tools with IT monitoring capabilities scattered across the business and IT landscape, but none that provides end-to-end visibility Simplified architecture landscape by the consolidation of monitoring capabilities, leading to the reduced total cost of ownership
  • Number of independent monitoring tools in the IT landscape: Expect a 70% reduction* in the monitoring toolset footprint
  • The cost spent for maintaining monitoring tools
IT Operations  

Issues go unnoticed by the IT operations team till reported by internal or end customers  

IT support engineers will be able to identify and mobilize incident response quickly

  • MTTI (Mean Time To identify): Typically reduced by 50-75%*

Incidents long take time to resolve due to the complexity of pinpointing the issue  

IT support engineers will see a reduced occurrence of incidents and will spend less time fixing incidents

  • Number of open incidents being raised: Typically, 30%-40% reduction* in incident calls
  • MTTR (Mean Time To Resolve / Restore): Typically reduced by 45%-70%*

Root cause analysis takes time and effort to identify and fix problems underlying recurring issues  

IT support engineers will spend less time diagnosing and debugging problems

  • MTTR (Mean Time To Resolve) problems is reduced
  • Reduced volume of incidents due to similar problem

Attempts to identify and address underlying problems are not always successful, leading to loss of productive time in multiple cycles of triaging, debugging, and issue resolution  

IT support engineers will find a greater degree of success identifying root causes and fixing the problem

  • Number of problems fixed
  • Total number of outstanding problems
IT Development

Extended development cycle as developers spend time instrumenting their code for monitoring in the future

Faster time to release as developers will spend less time in instrumenting code for monitoring, and more time in enhancing functionality and performance of systems

  • Time spent in instrumenting code for monitoring: Expected reduction of 30%-40%*

* Example improvement metrics are based on Infosys’ experiences and published research. Such benefits can be expected over a 1-to-3-year period by successfully transforming the application landscape for improved visibility. The benefits will range depending on the maturity and scale of implementation. Further published material is available by Forrester Research as part of their Total Economic Impact studies that can help you understand cost savings, business benefits and ROI enabled by advanced IT monitoring capabilities.

While every organization will have its unique drivers and business case, the examples above provide compelling evidence to pursue advanced monitoring capabilities and unlock the associated benefits for your business.

In concluding our 3-part blog series, here are some critical takeaways for executives evaluating the monitoring capabilities of their organizations:

  • Adopt best practices, and find the right technology partner that has a holistic approach and experience in enabling the desired capabilities.
  • Use frameworks for developing monitoring capabilities, visualizations, and organizational maturity to ensure the comprehensiveness and scalability of your solution.
  • Gain sponsorship and commitment by having a clear business case that articulates benefits and returns to justify the required investment.
Gaurav Sharma

Gaurav Sharma

Senior Principal

Gaurav Sharma is an experienced digital consultant with deep skills in business analysis, process improvement, human centred design and Agile delivery. He has advised and enabled utilities, telecom and banking organisations adopt Cloud computing, BI and analytics, process automation, artificial intelligence, mobility and digital channel solutions. 

Prenaven Naidoo

Prenaven Naidoo

Associate Partner

Prenaven Naidoo is a digital enthusiast focused on co-creating outcomes with Infosys Services, Utilities, Resources and Energy clients on their digital journey, by leveraging his extensive experience in Leadership, Digital Strategy, Operating Model Design & Execution of digital initiatives. 

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