The BFSI sectors top 5APM bugbearsA fact finding study by AnuntaTech
Index Methodology #1: The criticality of application uptime in the BFSI sector #2: Measuring application performance from an end user perspective #3: Managing and measuring SLAs #4: Measuring business impact #5: The early adopter conundrum Why Managed Application Delivery makes sense
Methodology What: Anunta Tech commissioned ValueNotes Research to study the state of application performance management, monitoring and measurement in the Indian BFSI Sector with the objective of obtaining qualitative insights into how BFSI companies are currently measuring the productivity and efficiency of their applications. Who: The study polled senior level IT professionals of 34 BFSI organisations each with more than 500 end points (desktops, laptops and other mobile devices). – 61% of the respondents were either IT heads, CTOs or CIOs while the balance consisted of VPs and GMs of IT. – 47% of the respondents were from banks while 26% were from insurance companies. AMCs and brokerages accounted for the rest. How: ValueNotes conducted the survey over a period of 3 weeks through a combination of face-to-face and telephonic interviews.
Respondents agree Application performance isCRITICALBUT…Most organizations have a reactive approach towards applicationperformance with some actually admitting to not measuringperformance at allRespondents that do measure, state various metrics but many do notdefine them too wellQuantification is a major challenge because there is no standard KPI ormatrix for itIn case of outsourced vendors, metrics are not monitored regularly andthe organization interacts with vendors only if critical issues ariseSome common measures of application performance: o Problem tickets logged o Customer complaints registered
Bugbear #2: measuringapplication performancefrom an end userperspective
OF COURSE we measure from an end-userperspectiveBUT… 53% agree that there is no consensus between IT and end user measurement: what is being measured? Only 15% of those polled said that they took a proactive approach to end- user monitoring Most do not measure end-user performance due to unavailability of the right tools Measurement metrics are often weak and un-structured including: o End-user feedback o Resolution of incidents (but not necessarily time to resolution or proactive monitoring) o Ease of use of the application (!) Most efforts to measure are purely reactive Metrics are in no way aligned to business goals
We DO have our technology SLAs in placeBUT… 90% SLAs are generic and 10% are earmarked for specificity Generic SLAs include the likes of: o Server uptime/ downtime o Hardware issues o Data back-up o Data mining Many have an in-house team to monitor application performance but SLAs to monitor those teams are neglected SLA measurement is done selectively and only when a disaster strikes. 84% of respondents claim to have financial penalties in place if there is a breach in SLAs. 8% claim they have not taken any action . 8% move on to next vendor
We do this… sometimes!BUT…56% of respondents said that they do not measure the business impact oflower application performanceThe remaining 44% measured the impact either regularly or sporadicallyMost respondents believe there is no direct co-relation between lowapplication performance and revenue loss.Respondents believe arriving at a revenue loss figure due to underperformingapplications is very difficult.Downtime of few minutes is not considered a big deal or a cause for revenueloss. The loss in revenue is measured only when there is a major problem.
Weve ALWAYS adopted the latest and greatest first!BUT…76% have physical delivery architectures for application delivery and areapprehensive about adopting cloud technologyThere is a high resistance to change and there is complacency with physicaldelivery architectureTraditional physical structure is characterized by dedicated physicalsystems, complex data centers, storage and network switches, and rigidstructures, which ultimately result in long lead times for application deliveryThey still worry about vulnerability of confidential information and securityconcernsThe inability to identify and measure new age performance indicators suchas application delivery leave them in an ambiguous grey area wheretechnology and its efficacy are not necessarily seen together
YES, we do it ALLBUT…Only when disaster strikes… …only if we really have to……only if we have the resources to manage it… …only if we’re losing money (which we are not!)……and only if its not too much trouble too expensive!
Because… Organizations spend millions on their applications… … BUT what use is it if they aren’t accessible to your end-user? They spend added millions on the back-end infrastructure… …BUT it comes to naught if it doesn’t boost your application availability. Applications move enterprises...… BUT when they don’t work, revenue is lost and one unsatisfiedcustomer can send more business away from your company than ten satisfied ones can attract. You need to measure application performance… … BUT from an end-user perspective and bound by actionable and enforceable end-user SLAs.
Who we are and what we doAnunta Tech provides end-to-end management of your application deliveryinfrastructure through a combination of cloud technologies with guaranteedSLAs on application performance from end-user perspective.We deliver unique, elevated end user experience. The result? Enhancedemployee productivity, revenue generation and brand reputation - all topconcerns for the new age CIO who is looking to align more closely with businessgoals.We achieve our results through a combination of – Consulting, RemoteInfrastructure Management, Remote Monitoring and a Multichannel ServiceDesk. Our engagement models provide enterprises with multiple optionsincluding , capex-light, asset light and pay per use so CIOs get a fixed cost of perend point per month. This combined with our pioneering experience in desktopvirtualization allow companies is able to leave its application uptime andperformance to us while focusing their energies on serving the end customer.
Our lineageAnunta Tech is a wholly owned subsidiary of Firstsource Solutions(www.firstsource.com)Led by Sanjiv Dalal, our team has impressive cumulative experience of designingand managing the application delivery architecture for the service factories ofFortune 500 and FTSE 100 companies. We also currently manage over 16,000end points across US, UK, Philippines, India
Contact us Vrinda Walavalkar (Sr. Vice President - Marketing) firstname.lastname@example.org Manvinder Sandhu (Vice President - Sales, India) email@example.com Richard Marsden (Vice President – Sales, Europe) firstname.lastname@example.org------------------------------------------------------------------------------------- INDIA - 91-22-6703-5783 UK - 44-(0)-7557-973463