PERFORMANCE MANAGEMENTin Transformational IT Environments                                                          2012 SU...
More information: www.eginnovations.com  INTRODUCTIONTransformational IT technologies like desktop and server             ...
More information: www.eginnovations.comKey FindingsIT operations professionals can’t easily find and diagnose root cause p...
More information: www.eginnovations.com  PERFORMANCE MANAGEMENT TOOLS  for Transformational IT EnvironmentsWe asked IT ope...
More information: www.eginnovations.comThe inability to proactively identify performance issues before they affect end use...
More information: www.eginnovations.comBusiness Impact of Poor IT Service PerformanceIt is obvious that service delivery i...
More information: www.eginnovations.comThe Status-Quo60% of our respondents are using multiple, independent               ...
More information: www.eginnovations.com                                                                                   ...
More information: www.eginnovations.comFocus Areas for Better Performance ManagementTo better understand the most difficul...
More information: www.eginnovations.comHow to Improve Performance                                                         ...
More information: www.eginnovations.com        If you were looking to improve the monitoring and performance management   ...
More information: www.eginnovations.comLicensing and Delivery Models for Performance Management ToolsWe asked respondents ...
More information: www.eginnovations.comAgent or No Agent?Respondents were also asked about their preferences for agentless...
More information: www.eginnovations.com  TRENDS IN ADOPTION  of Transformational IT TechnologiesThe following provides an ...
More information: www.eginnovations.comAdoption of Desktop Virtualization75% of respondents who are using desktop virtuali...
More information: www.eginnovations.com  PROFILE OF RESPONDENTSThis survey was conducted between November 1, 2011 andJanua...
More information: www.eginnovations.com  SUMMARY OF FINDINGSIn summary, the enterprise performance management space itself...
More information: www.eginnovations.com   eG INNOVATIONS                                                   To request more...
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Survey Report: Performance Management in Transformational IT Environments

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The survey results show that companies are having a hard time keeping up with the performance management requirements of virtualized IT infrastructures. Transformational IT technologies like virtualization and cloud computing are changing the way IT services are provisioned and delivered.

While these transformational IT technologies offer significant operational and cost benefits, they also make management of business services much more complex and challenging because of the dynamic nature of the infrastructure. IT operations expect that management systems for their virtualized infrastructure be as automated, agile and easy to use as the virtualized infrastructure itself.

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Transcript of "Survey Report: Performance Management in Transformational IT Environments"

  1. 1. PERFORMANCE MANAGEMENTin Transformational IT Environments 2012 SURVEY RESULTS PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS
  2. 2. More information: www.eginnovations.com INTRODUCTIONTransformational IT technologies like desktop and server This survey was conducted betweenvirtualization and cloud computing are changing the way IT services November 1, 2011 and January 20,are provisioned and delivered. 2012 and elicited responses from 150 IT operations professionals in North and SouthThese technologies offer significant operational and cost benefits, America, Europe and Asia Pacific regions.but at the same time they make management of business servicesoperating on new, dynamic infrastructures much more complexand challenging. As a result, performance management practicesand solutions are undergoing a dramatic change as well in order todeal with these new technologies and challenges.We invited IT operations professionals to share their experiencewith, and requirements for, performance management in thisnew environment. The resulting report aims to bring clarity to thisdynamic situation, identify emerging performance managementtrends and best practices, and provide actionable guidance forservice owners and IT operations professionals going into 2012.Specific areas we covered in this survey include the mostcritical performance management challenges experienced by IToperations professionals tasked with managing transformationalIT environments, the business impact of performance issues,requirements for performance management solutions in complex,transformational IT environments.PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS 1
  3. 3. More information: www.eginnovations.comKey FindingsIT operations professionals can’t easily find and diagnose root cause problemsThis is the #1 performance management challenge with 54% of responses. IT operations staff can’t tell wherethe root of the problem is when a user says performance is “slow”: Is it the Network? Server? Database? VirtualMachine? In response, a majority of 67% would like to see solutions that help them determine when a user says“it is slow” where the real cause is.Decreased customer satisfactionThis is the #1 business impact of poor IT service performance say 53% of respondents. Decreased userproductivity (44%) and an increase of IT operations cost (44%) are of real concern among IT operationsprofessionals.IT operations is looking for proactive problem solving techniquesto common performance problems63% of respondents are looking for performance management solutions that allow them to become moreproactive and find problems before they impact service levels.The need to monitor virtual and physical machines53% of respondents are looking for solutions that can monitor both virtual and physical machines, reflecting thenew dynamics and inter-dependencies introduced by virtualization layers in transformational IT environments.PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS 2
  4. 4. More information: www.eginnovations.com PERFORMANCE MANAGEMENT TOOLS for Transformational IT EnvironmentsWe asked IT operations professionals to share their thoughts on IT environments are becomingperformance management in transformational IT environments more complex, dynamic,to better understand the challenges they face with performance more interdependent, andmanagement today, and what changes they want to implement as a result much moregoing forward. challenging to manage.Top Performance ManagementChallenges Facing IT OperationsIT environments are becoming more complex, dynamic, moreinterdependent, and as a result much more challenging tomanage. The responses to the survey question about performancemanagement challenges reflect this change.The single most mentioned performance management challengewith 54% of responses is that IT administrators/IT operationsstaff often can’t tell where the root of the problem is when a usersays performance is “slow”: Is it the Network? Server? Database?Virtual Machine?PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS 3
  5. 5. More information: www.eginnovations.comThe inability to proactively identify performance issues before they affect end users (41%) and the time spenttroubleshooting issues (39%) were the next biggest problems. 37% of respondents felt they lack end-to-endvisibility into service performance. What are your top-3 challenges regarding managing the performance of your critical IT services? Can’t tell when users say performance is “slow” where the problem is – Network? Server? Database? VM? 53.3% Unable to proactively identify performance 40.7% issues before they affect end users Lot of time is spent on troubleshooting 38.7% performance issues Not able to monitor end-to-end 37.3% to see service performance issues Don’t have visibility into 36.7% the performance issues Increased complexity driven by 30.0% virtualization & cloud technologies Have a lot of performance metrics 22.0% but don’t know how to interpret Can’t monitor the performance of 22.0% applications in a virtualized infrastructure Unable to monitor the perfromance 16.7% of applications in the cloud Increased complexity driven by 14.7% endpoint consumerization (BYOD) Other 2.7% 0% 20% 40% 60%PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS 4
  6. 6. More information: www.eginnovations.comBusiness Impact of Poor IT Service PerformanceIt is obvious that service delivery issues have a direct impact on business. But what are the most critical issues?53% of respondents selected decreased customer satisfaction as their number one business impact of poor ITservice performance. Decreased user productivity (44%) and an increase of IT operations cost (44%) round outthe top three. Clearly, the state of performance management is causing IT organizations significant pain. What are the most critical business impacts of poor IT service performance to your organization? Decreased customer 52.8% satisfaction Increase in cost of IT operations 43.8% Decreased user productivity 43.8% Decreased effectiveness 36.1% of IT staff Direct revenue loss 33.3% Decreased business agility 31.9% Damage to brand reputation 31.3% Decline in employee satisfaction/engagement 29.9% SLA penalties paid 20.8% Inability to launch new business services 19.4% Other 1.4% 0% 20% 40% 60%PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS 5
  7. 7. More information: www.eginnovations.comThe Status-Quo60% of our respondents are using multiple, independent Only 30% of respondentsperformance monitoring tools – one for the network, anotherfor the servers, yet another for database, and one more for the are using tools that providevirtualization tier. visibility into multiple infrastructure tiers.However, integrated monitoring across multiple infrastructure tiersis not common yet. Only 30% of respondents are using at leastone tool that provides visibility into multiple infrastructure tiers. Thisis in contrast to over 66% of respondents looking for solutions thatprovide an answer to cross-layer performance issues.PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS 6
  8. 8. More information: www.eginnovations.com twitter LinkedinVirtualization Performance Management TodayWe also asked respondents to indicate how they manage the performance of their virtualized IT infrastructurestoday. For monitoring virtualization, 47% of our respondents currently use tools provided by the virtualizationplatform vendors. 45% of respondents are using third party tools. Significantly, over 33% of respondents felt theydid not have the appropriate tools for managing the virtualization tier. This problem is likely to get even more severeas the adoption of virtualization becomes more widespread. How do you manage virtualization performance today? 28.7% Virtualization vendor tools We don’t have the right tools today 27.0% Third party tools that 33.9% manage both virtual and physical environment Traditional monitoring tools 15.7% Third party tools dedicated to virtualization performance management 47.0% 1.7% OtherPERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS 7
  9. 9. More information: www.eginnovations.comFocus Areas for Better Performance ManagementTo better understand the most difficult areas to manage in an IT environment, we asked our surveyrespondents to select the top “blind spots” for managing service performance.Monitoring of storage (41%) and servers hosted on virtual machines (39%) were the top blind spots. Thenumber three spot is held by monitoring enterprise apps such as SAP or MS Exchange with 36%, closelyfollowed by monitoring virtual desktops with 35%. What are your organization’s “blind spots” for managing service performance? Monitoring storage 41.3% Monitoring virtual servers 39.3% Monitoring database servers 37.3% Monitoring enterprise applications like SAP, R3, Exchange, AD, etc. 36.0% Monitoring virtual desktop infrastructures 35.3% Monitoring Java or .Net applications 30.0% Monitoring Citrix Xen application 26.0% Monitoring applications hosted 24.7% in the public cloud Other 7.3% 0% 10% 20% 30% 40% 50%PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS 8
  10. 10. More information: www.eginnovations.comHow to Improve Performance 67% would like to seeManagement Capabilities solutions that help themWe asked our respondents to identify the one area where they determine the real causesee the most room for improvement in performance management when a user says “it is slow” -capabilities today. A majority of 67% would like to see solutions is it the Network? Database?that help them determine when a user says “it is slow” where Application, VMware, Citrix?the real cause is (Network? Database? Application, VMware,Citrix?).This mirrors the single biggest challenge our respondents listed– 54% of administrators often simply cannot tell the cause ofa service slowdown, leading to frustrated end users, impactedbusiness processes, lengthy repair cycles, and misallocationof resources. 63% of respondents are looking for performancemanagement solutions that allow them to become moreproactive and find problems before they impact service levels.53% of respondents are looking for solutions that can monitorboth virtual and physical machines, reflecting the new dynamicsand inter-dependencies introduced by virtualization layers.PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS 9
  11. 11. More information: www.eginnovations.com If you were looking to improve the monitoring and performance management of your IT infrastructure, you would look for... Solutions that can help you determine when a user says “it’s slow” where the real cause is 66.4% (Network? Database? Application? VMware? Citrix?) Solutions that help you become more proactive and to find problems before they impact your service 63.6% Solutions that can monitor both virtual and physical machines 52.9%Solutions that provide more in-depth metrics into the performance of specific applications or infrastructure components you control 49.3% Solutions that help you monitor parts of the infrastructure you don’t have control over (e.g., monitoring someone 41.4% else’s applications that your application relies on) Other 2.1% 0% 20% 40% 60% 80%When drilling a bit deeper into specific capabilities required for IT service performance monitoring and management,66% of respondents are looking for a “general physician” type of solution that enables quick triage of serviceissues and identification of the root cause (rather than more specialist type “deep dive” tools).PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS 10
  12. 12. More information: www.eginnovations.comLicensing and Delivery Models for Performance Management ToolsWe asked respondents how they preferred to have performance management systems delivered to them.Only 18% are likely to consider an outsourced monitoring and management service. SaaS-based deliverymodels are also not popular: only 28% of respondents preferred a SaaS or cloud based delivery model. Mostprefer management software installed on premise (43%), and licensed perpetually or annually (43%). Thegrowing expectation is also that the management software will be delivered as a virtual appliance (47%),rather than software that is installed on the customer’s servers. I prefer performance monitoring solutions to be delivered as... Virtual appliance 47.4% Licensed software installed on premise 42.9%Software installed on premise and licensed annually 42.9% Hardware appliance 30.8% Software offered from the cloud as a service 27.8% Outsourced monitoring/management service 18.8% Other 2.3% 0% 10% 20% 30% 40% 50%PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS 11
  13. 13. More information: www.eginnovations.comAgent or No Agent?Respondents were also asked about their preferences for agentless vs. agent-based monitoring solutions.Our results indicate that this old “battle” is more marketing hype than reality. The vast majority (77%) ofrespondents want to have both options in a performance monitoring and management solution, so they canpick and choose the monitoring mode to fit the specific requirements of each monitored system and situation. I require performance monitoring solutions that support... 26.3% Allows me to choose whether to use agent-based and agentless monitoring 18.8% Agentless monitoring only Agent-based monitoring only 3.0% 76.7% OtherPERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS 12
  14. 14. More information: www.eginnovations.com TRENDS IN ADOPTION of Transformational IT TechnologiesThe following provides an overview of the environments managed by our survey respondents, in terms ofinfrastructure, scale and mix of physical, virtual and cloud technologies. The respondents were asked about theirrate of adoption of transformational IT technologies.Scale of the Infrastructure39% of our respondents have less than 50 physical servers,whereas 28% of our respondents have over 200 physical serversin their infrastructure. This spread was in line with the profile oforganizations participating in the survey.Adoption of Virtualization38% of our respondents have over 50% of their infrastructurevirtualized. Clearly, virtualization is a mainstream technology forthe enterprise. While 55% of respondents indicated that theyare using virtualization for servers only, another 40% are usingvirtualization for servers and desktops. Only 5% of respondentsare using virtualization only for their desktops (i.e., not for theirservers).PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS 13
  15. 15. More information: www.eginnovations.comAdoption of Desktop Virtualization75% of respondents who are using desktop virtualization indicatedthat they have less than one thousand virtual desktops deployed.5% of respondents have over 10,000 virtual desktops deployed.Clearly, many are testing the utility and ROI of virtual desktops,while a few have adopted desktop virtualization on a very large scale. If you have virtual desktops deployed, how many desktops do you have virtualized?Factors Limiting the Widespread Adoption ofVirtualization Technologies 4.1%The respondents were asked what limited the widespread adoption 4.1%of virtualization technologies. The number one factor was budget(44%). System complexity and performance concerns were jointsecond (40%). User experience issues were yet another factor 13.3%(32%) holding back more widespread adoption of virtualizationtechnologies.Adoption of Cloud Computing 78.6%81% of respondents have less than 25% of their applicationsin cloud environments (public or private), while only 8% ofrespondents have over 75% of their applications in cloudenvironments. Clearly, while many organizations are lookingat cloud computing technologies, cloud computing is not yet Less than 1,000 5,001 to 10,000mainstream in the enterprise. 1,001 to 5,000 More than 10,000PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS 14
  16. 16. More information: www.eginnovations.com PROFILE OF RESPONDENTSThis survey was conducted between November 1, 2011 andJanuary 20, 2012 and elicited responses from 150 IT operationsprofessionals in North and South America, Europe and AsiaPacific regions.We believe that the responses to this survey are reflective of theneeds of a majority of organizations as the profile of respondentsis a representative sample, including IT operations professionalsworking in the finance and banking sector, government, education,system integrators, service providers, and value-added resellersof virtualization and management products.While 40% of our respondents work for enterprises with 1,000employees or more, about 45% work for organizations withless than 100 employees. The equal spread across large andsmall organizations means that the results of the survey arerepresentative of the needs of both large and small organizations.PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS 15
  17. 17. More information: www.eginnovations.com SUMMARY OF FINDINGSIn summary, the enterprise performance management space itself is in This situation drivesa state of transformation. This is a result of two major trends: demand for a new,1) Increased focus on the end user experience and the holistic approach to business process they support, and managing performance2) Increased complexity and dynamics introduced by transformational IT technologies. across the service chain.Many traditional performance management tools and practices are notequipped to manage the additional layers of abstraction as they havenot been designed to handle the new and dynamic nature of inter-dependencies that virtualization technologies introduce.This situation drives demand for a new, holistic approach to managing performance across the service chain that: Provides 360-degree service visibility across Delivers deep, actionable insights into the true every layer and every tier - from desktops to causes of cross-domain service performance applications, and from network to storage issues Supports virtualized environments with Enables administrators to pre-emptively detect, performance correlation across physical, diagnose, and fix root-cause issues before virtual and cloud tiers users are impactedPERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS 16
  18. 18. More information: www.eginnovations.com eG INNOVATIONS To request more information on this survey, please contact marketing@eginnovations.comI hope you enjoyed reading the 2012 edition of the IT Performance Management Report.Sriniv Ramanathan asSrinivas Ramanathan | President & CEO eG Innovations, Inc.About eG InnovationseG Innovations provides intelligent performance management solutions that dramatically accelerate the discovery,diagnosis, and resolution of service performance issues in virtual, cloud, and physical service infrastructures.Only eG Innovations offers 360-degree service visibility with virtualization-aware performance correlation acrossevery layer and every tier - from desktops to applications, and from network to storage. This unique approachdelivers deep, actionable insights into the true causes of cross-domain service performance issues and enablesadministrators to pre-emptively detect, diagnose, and fix root-cause issues - before end users notice.eG Innovations’ award-winning performance management and monitoring solutions are trusted by the world’smost demanding companies to enable delightful user experiences, keep mission-critical business services atpeak performance, and deliver on the ROI promise of transformational IT investments. Customers include JPMorgan Chase, Citigroup, Depository Trust and Clearing Corporation, Cathay Bank, AllScripts, Honeywell, FidelityInvestments, PricewaterhouseCoopers, Samsung, Xerox, Marathon Oil, McKesson and many more.© All Rights Reserved eG InnovationsPERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS 17
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