Apr 3, 2018
Guest Author: Robert Waters
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In a new study, Forrester Research surveyed 252 IT and communications infrastructure support professional to determine the extent to which the quality and availability of communications services are impacting customer and employee experience.
Forrester asked how reactive or proactive they are in managing outages, and to what extent they are implementing monitoring, analytics, and other support tools.
The report provides food for thought for IT organizations that are engaged in the everyday battle to determine how healthy their communications infrastructures are. It drills down on how they address regular alerts but also bigger problems such as outages that can cause disruptions in service availability—and therefore impact revenue-generating business services.
The study determined that IT organizations understand that a good communications ecosystem is critical to the overall success of the business. And, diving deeper, respondents see communications capabilities as key drivers of growing revenue, improving customer experience, digital transformation, and improving employee engagement and productivity (Figure 1).
Figure 1.
Many IT organizations are looking for ways to improve the wellness of their communications systems. But Forrester also identified a significant disconnect between organizations knowing they need to implement advanced infrastructure monitoring capabilities and actually implementing them.
When asked how far along they are in implementing or planning systems management initiatives, the study found that only about one-third had already put something in place and another one-third are planning to implement in the next 12 months. More than 40% of the organizations surveyed indicated they are not putting those critical monitoring capabilities in place today (Figure 2.)
Figure 2.
It is clear that IT teams can get ahead of the growing number of communications system incidents with automated analytic capabilities. Ninety-seven percent of IT organizations say communication capabilities are important to overall business success. Additionally, firms who have already moved in a proactive direction are also far more confident in the ability of their communications infrastructure to live up to their customers’ expectations.
IT organizations that have put in place systems management solutions are proactively creating a foundation of wellness for their businesses, leading to improved service quality, improved customer experience, and increased availability.
The report concludes that, as with human wellness, paying close attention to alarms and events, gathering data, and understanding how everyday actions are correlated, can unearth deeper issues that will lead to a healthier ecosystem.
As you set off on your own IT infrastructure wellness journey, consider Managed Services platforms that provide advanced monitoring tools, performance analytics, and automated remediation. To get started, Forrester recommends the following steps:
As the study concludes, when people can connect and communicate seamlessly in a healthy ecosystem, collaboration, innovation, and business success will thrive.
Robert Waters is the senior marketing manager at Optanix, responsible for generating awareness and demand for the company’s IT operations platform and managed service. Prior to Optanix, Robert worked at PAETEC and led marketing for its Allworx, Iperia and PINNACLE subsidiaries.
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