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PERFORMANCE MANAGEMENT
in Transformational IT Environments
                                                          2012 SURVEY RESULTS
   PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS
More information: www.eginnovations.com




  INTRODUCTION
Transformational IT technologies like desktop and server                      This survey was conducted between
virtualization 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 South
These technologies offer significant operational and cost benefits,
                                                                       America, Europe and Asia Pacific regions.
but at the same time they make management of business services
operating on new, dynamic infrastructures much more complex
and challenging. As a result, performance management practices
and solutions are undergoing a dramatic change as well in order to
deal with these new technologies and challenges.

We invited IT operations professionals to share their experience
with, and requirements for, performance management in this
new environment. The resulting report aims to bring clarity to this
dynamic situation, identify emerging performance management
trends and best practices, and provide actionable guidance for
service owners and IT operations professionals going into 2012.

Specific areas we covered in this survey include the most
critical performance management challenges experienced by IT
operations professionals tasked with managing transformational
IT 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
More information: www.eginnovations.com




Key Findings
IT operations professionals can’t easily find and diagnose root cause problems
This is the #1 performance management challenge with 54% of responses. IT operations staff can’t tell where
the root of the problem is when a user says performance is “slow”: Is it the Network? Server? Database? Virtual
Machine? 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 satisfaction
This is the #1 business impact of poor IT service performance say 53% of respondents. Decreased user
productivity (44%) and an increase of IT operations cost (44%) are of real concern among IT operations
professionals.

IT operations is looking for proactive problem solving techniques
to common performance problems
63% of respondents are looking for performance management solutions that allow them to become more
proactive and find problems before they impact service levels.

The need to monitor virtual and physical machines
53% of respondents are looking for solutions that can monitor both virtual and physical machines, reflecting the
new dynamics and inter-dependencies introduced by virtualization layers in transformational IT environments.




PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS                                   2
More information: www.eginnovations.com




  PERFORMANCE MANAGEMENT TOOLS
  for Transformational IT Environments

We asked IT operations professionals to share their thoughts on          IT environments are becoming
performance management in transformational IT environments                     more complex, dynamic,
to better understand the challenges they face with performance                more interdependent, and
management today, and what changes they want to implement
                                                                                  as a result much more
going forward.
                                                                                 challenging to manage.


Top Performance Management
Challenges Facing IT Operations
IT environments are becoming more complex, dynamic, more
interdependent, and as a result much more challenging to
manage. The responses to the survey question about performance
management challenges reflect this change.

The single most mentioned performance management challenge
with 54% of responses is that IT administrators/IT operations
staff often can’t tell where the root of the problem is when a user
says performance is “slow”: Is it the Network? Server? Database?
Virtual Machine?



PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS                          3
More information: www.eginnovations.com




The inability to proactively identify performance issues before they affect end users (41%) and the time spent
troubleshooting issues (39%) were the next biggest problems. 37% of respondents felt they lack end-to-end
visibility 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
More information: www.eginnovations.com




Business Impact of Poor IT Service Performance
It 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 IT
service performance. Decreased user productivity (44%) and an increase of IT operations cost (44%) round out
the 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
More information: www.eginnovations.com




The Status-Quo
60% of our respondents are using multiple, independent                             Only 30% of respondents
performance monitoring tools – one for the network, another
for the servers, yet another for database, and one more for the
                                                                                 are using tools that provide
virtualization tier.                                                                   visibility into multiple
                                                                                         infrastructure tiers.
However, integrated monitoring across multiple infrastructure tiers
is not common yet. Only 30% of respondents are using at least
one tool that provides visibility into multiple infrastructure tiers. This
is in contrast to over 66% of respondents looking for solutions that
provide an answer to cross-layer performance issues.




PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS                                 6
More information: www.eginnovations.com
                                                                                                          twitter    Linkedin




Virtualization Performance Management Today
We also asked respondents to indicate how they manage the performance of their virtualized IT infrastructures
today. For monitoring virtualization, 47% of our respondents currently use tools provided by the virtualization
platform vendors. 45% of respondents are using third party tools. Significantly, over 33% of respondents felt they
did not have the appropriate tools for managing the virtualization tier. This problem is likely to get even more severe
as 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%                      Other




PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS                                          7
More information: www.eginnovations.com




Focus Areas for Better Performance Management
To better understand the most difficult areas to manage in an IT environment, we asked our survey
respondents 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. The
number three spot is held by monitoring enterprise apps such as SAP or MS Exchange with 36%, closely
followed 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
More information: www.eginnovations.com




How to Improve Performance                                                         67% would like to see
Management Capabilities                                                         solutions that help them
We asked our respondents to identify the one area where they                   determine the real cause
see 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 of
a service slowdown, leading to frustrated end users, impacted
business processes, lengthy repair cycles, and misallocation
of resources. 63% of respondents are looking for performance
management solutions that allow them to become more
proactive and find problems before they impact service levels.
53% of respondents are looking for solutions that can monitor
both virtual and physical machines, reflecting the new dynamics
and inter-dependencies introduced by virtualization layers.




PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS                        9
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 service
issues and identification of the root cause (rather than more specialist type “deep dive” tools).



PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS                                                      10
More information: www.eginnovations.com




Licensing and Delivery Models for Performance Management Tools
We 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 delivery
models are also not popular: only 28% of respondents preferred a SaaS or cloud based delivery model. Most
prefer management software installed on premise (43%), and licensed perpetually or annually (43%). The
growing 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
More information: www.eginnovations.com




Agent 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%) of
respondents want to have both options in a performance monitoring and management solution, so they can
pick 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%                                    Other




PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS                               12
More information: www.eginnovations.com




  TRENDS IN ADOPTION
  of Transformational IT Technologies

The following provides an overview of the environments managed by our survey respondents, in terms of
infrastructure, scale and mix of physical, virtual and cloud technologies. The respondents were asked about their
rate of adoption of transformational IT technologies.



Scale of the Infrastructure
39% of our respondents have less than 50 physical servers,
whereas 28% of our respondents have over 200 physical servers
in their infrastructure. This spread was in line with the profile of
organizations participating in the survey.

Adoption of Virtualization
38% of our respondents have over 50% of their infrastructure
virtualized. Clearly, virtualization is a mainstream technology for
the enterprise. While 55% of respondents indicated that they
are using virtualization for servers only, another 40% are using
virtualization for servers and desktops. Only 5% of respondents
are using virtualization only for their desktops (i.e., not for their
servers).




PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS                                    13
More information: www.eginnovations.com




Adoption of Desktop Virtualization
75% of respondents who are using desktop virtualization indicated
that 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 of
Virtualization 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 joint
second (40%). User experience issues were yet another factor                 13.3%
(32%) holding back more widespread adoption of virtualization
technologies.

Adoption of Cloud Computing
                                                                                                78.6%
81% of respondents have less than 25% of their applications
in cloud environments (public or private), while only 8% of
respondents have over 75% of their applications in cloud
environments. Clearly, while many organizations are looking
at cloud computing technologies, cloud computing is not yet                   Less than 1,000           5,001 to 10,000

mainstream in the enterprise.                                                 1,001 to 5,000            More than 10,000




PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS                                           14
More information: www.eginnovations.com




  PROFILE OF RESPONDENTS

This survey was conducted between November 1, 2011 and
January 20, 2012 and elicited responses from 150 IT operations
professionals in North and South America, Europe and Asia
Pacific regions.

We believe that the responses to this survey are reflective of the
needs of a majority of organizations as the profile of respondents
is a representative sample, including IT operations professionals
working in the finance and banking sector, government, education,
system integrators, service providers, and value-added resellers
of virtualization and management products.

While 40% of our respondents work for enterprises with 1,000
employees or more, about 45% work for organizations with
less than 100 employees. The equal spread across large and
small organizations means that the results of the survey are
representative of the needs of both large and small organizations.




PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS                        15
More information: www.eginnovations.com




  SUMMARY OF FINDINGS

In summary, the enterprise performance management space itself is in                       This situation drives
a 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 performance
2) Increased complexity and dynamics introduced by
   transformational IT technologies.                                                   across the service chain.

Many traditional performance management tools and practices are not
equipped to manage the additional layers of abstraction as they have
not 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 impacted




PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS                                      16
More information: www.eginnovations.com




   eG INNOVATIONS                                                   To request more information on this survey, please
                                                                           contact marketing@eginnovations.com



I hope you enjoyed reading the 2012 edition of the IT Performance Management Report.


Sriniv Ramanathan
     as
Srinivas Ramanathan | President & CEO eG Innovations, Inc.




About eG Innovations
eG 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 across
every layer and every tier - from desktops to applications, and from network to storage. This unique approach
delivers deep, actionable insights into the true causes of cross-domain service performance issues and enables
administrators 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’s
most demanding companies to enable delightful user experiences, keep mission-critical business services at
peak performance, and deliver on the ROI promise of transformational IT investments. Customers include JP
Morgan Chase, Citigroup, Depository Trust and Clearing Corporation, Cathay Bank, AllScripts, Honeywell, Fidelity
Investments, PricewaterhouseCoopers, Samsung, Xerox, Marathon Oil, McKesson and many more.

© All Rights Reserved eG Innovations

PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS                                         17

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Survey Report: Performance Management in Transformational IT Environments

  • 1. PERFORMANCE MANAGEMENT in Transformational IT Environments 2012 SURVEY RESULTS PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS
  • 2. More information: www.eginnovations.com INTRODUCTION Transformational IT technologies like desktop and server This survey was conducted between virtualization 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 South These technologies offer significant operational and cost benefits, America, Europe and Asia Pacific regions. but at the same time they make management of business services operating on new, dynamic infrastructures much more complex and challenging. As a result, performance management practices and solutions are undergoing a dramatic change as well in order to deal with these new technologies and challenges. We invited IT operations professionals to share their experience with, and requirements for, performance management in this new environment. The resulting report aims to bring clarity to this dynamic situation, identify emerging performance management trends and best practices, and provide actionable guidance for service owners and IT operations professionals going into 2012. Specific areas we covered in this survey include the most critical performance management challenges experienced by IT operations professionals tasked with managing transformational IT 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. More information: www.eginnovations.com Key Findings IT operations professionals can’t easily find and diagnose root cause problems This is the #1 performance management challenge with 54% of responses. IT operations staff can’t tell where the root of the problem is when a user says performance is “slow”: Is it the Network? Server? Database? Virtual Machine? 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 satisfaction This is the #1 business impact of poor IT service performance say 53% of respondents. Decreased user productivity (44%) and an increase of IT operations cost (44%) are of real concern among IT operations professionals. IT operations is looking for proactive problem solving techniques to common performance problems 63% of respondents are looking for performance management solutions that allow them to become more proactive and find problems before they impact service levels. The need to monitor virtual and physical machines 53% of respondents are looking for solutions that can monitor both virtual and physical machines, reflecting the new dynamics and inter-dependencies introduced by virtualization layers in transformational IT environments. PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS 2
  • 4. More information: www.eginnovations.com PERFORMANCE MANAGEMENT TOOLS for Transformational IT Environments We asked IT operations professionals to share their thoughts on IT environments are becoming performance management in transformational IT environments more complex, dynamic, to better understand the challenges they face with performance more interdependent, and management today, and what changes they want to implement as a result much more going forward. challenging to manage. Top Performance Management Challenges Facing IT Operations IT environments are becoming more complex, dynamic, more interdependent, and as a result much more challenging to manage. The responses to the survey question about performance management challenges reflect this change. The single most mentioned performance management challenge with 54% of responses is that IT administrators/IT operations staff often can’t tell where the root of the problem is when a user says performance is “slow”: Is it the Network? Server? Database? Virtual Machine? PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS 3
  • 5. More information: www.eginnovations.com The inability to proactively identify performance issues before they affect end users (41%) and the time spent troubleshooting issues (39%) were the next biggest problems. 37% of respondents felt they lack end-to-end visibility 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. More information: www.eginnovations.com Business Impact of Poor IT Service Performance It 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 IT service performance. Decreased user productivity (44%) and an increase of IT operations cost (44%) round out the 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. More information: www.eginnovations.com The Status-Quo 60% of our respondents are using multiple, independent Only 30% of respondents performance monitoring tools – one for the network, another for the servers, yet another for database, and one more for the are using tools that provide virtualization tier. visibility into multiple infrastructure tiers. However, integrated monitoring across multiple infrastructure tiers is not common yet. Only 30% of respondents are using at least one tool that provides visibility into multiple infrastructure tiers. This is in contrast to over 66% of respondents looking for solutions that provide an answer to cross-layer performance issues. PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS 6
  • 8. More information: www.eginnovations.com twitter Linkedin Virtualization Performance Management Today We also asked respondents to indicate how they manage the performance of their virtualized IT infrastructures today. For monitoring virtualization, 47% of our respondents currently use tools provided by the virtualization platform vendors. 45% of respondents are using third party tools. Significantly, over 33% of respondents felt they did not have the appropriate tools for managing the virtualization tier. This problem is likely to get even more severe as 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% Other PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS 7
  • 9. More information: www.eginnovations.com Focus Areas for Better Performance Management To better understand the most difficult areas to manage in an IT environment, we asked our survey respondents 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. The number three spot is held by monitoring enterprise apps such as SAP or MS Exchange with 36%, closely followed 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. More information: www.eginnovations.com How to Improve Performance 67% would like to see Management Capabilities solutions that help them We asked our respondents to identify the one area where they determine the real cause see 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 of a service slowdown, leading to frustrated end users, impacted business processes, lengthy repair cycles, and misallocation of resources. 63% of respondents are looking for performance management solutions that allow them to become more proactive and find problems before they impact service levels. 53% of respondents are looking for solutions that can monitor both virtual and physical machines, reflecting the new dynamics and inter-dependencies introduced by virtualization layers. PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS 9
  • 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 service issues 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. More information: www.eginnovations.com Licensing and Delivery Models for Performance Management Tools We 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 delivery models are also not popular: only 28% of respondents preferred a SaaS or cloud based delivery model. Most prefer management software installed on premise (43%), and licensed perpetually or annually (43%). The growing 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. More information: www.eginnovations.com Agent 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%) of respondents want to have both options in a performance monitoring and management solution, so they can pick 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% Other PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS 12
  • 14. More information: www.eginnovations.com TRENDS IN ADOPTION of Transformational IT Technologies The following provides an overview of the environments managed by our survey respondents, in terms of infrastructure, scale and mix of physical, virtual and cloud technologies. The respondents were asked about their rate of adoption of transformational IT technologies. Scale of the Infrastructure 39% of our respondents have less than 50 physical servers, whereas 28% of our respondents have over 200 physical servers in their infrastructure. This spread was in line with the profile of organizations participating in the survey. Adoption of Virtualization 38% of our respondents have over 50% of their infrastructure virtualized. Clearly, virtualization is a mainstream technology for the enterprise. While 55% of respondents indicated that they are using virtualization for servers only, another 40% are using virtualization for servers and desktops. Only 5% of respondents are using virtualization only for their desktops (i.e., not for their servers). PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS 13
  • 15. More information: www.eginnovations.com Adoption of Desktop Virtualization 75% of respondents who are using desktop virtualization indicated that 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 of Virtualization 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 joint second (40%). User experience issues were yet another factor 13.3% (32%) holding back more widespread adoption of virtualization technologies. Adoption of Cloud Computing 78.6% 81% of respondents have less than 25% of their applications in cloud environments (public or private), while only 8% of respondents have over 75% of their applications in cloud environments. Clearly, while many organizations are looking at cloud computing technologies, cloud computing is not yet Less than 1,000 5,001 to 10,000 mainstream in the enterprise. 1,001 to 5,000 More than 10,000 PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS 14
  • 16. More information: www.eginnovations.com PROFILE OF RESPONDENTS This survey was conducted between November 1, 2011 and January 20, 2012 and elicited responses from 150 IT operations professionals in North and South America, Europe and Asia Pacific regions. We believe that the responses to this survey are reflective of the needs of a majority of organizations as the profile of respondents is a representative sample, including IT operations professionals working in the finance and banking sector, government, education, system integrators, service providers, and value-added resellers of virtualization and management products. While 40% of our respondents work for enterprises with 1,000 employees or more, about 45% work for organizations with less than 100 employees. The equal spread across large and small organizations means that the results of the survey are representative of the needs of both large and small organizations. PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS 15
  • 17. More information: www.eginnovations.com SUMMARY OF FINDINGS In summary, the enterprise performance management space itself is in This situation drives a 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 performance 2) Increased complexity and dynamics introduced by transformational IT technologies. across the service chain. Many traditional performance management tools and practices are not equipped to manage the additional layers of abstraction as they have not 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 impacted PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS 16
  • 18. More information: www.eginnovations.com eG INNOVATIONS To request more information on this survey, please contact marketing@eginnovations.com I hope you enjoyed reading the 2012 edition of the IT Performance Management Report. Sriniv Ramanathan as Srinivas Ramanathan | President & CEO eG Innovations, Inc. About eG Innovations eG 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 across every layer and every tier - from desktops to applications, and from network to storage. This unique approach delivers deep, actionable insights into the true causes of cross-domain service performance issues and enables administrators 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’s most demanding companies to enable delightful user experiences, keep mission-critical business services at peak performance, and deliver on the ROI promise of transformational IT investments. Customers include JP Morgan Chase, Citigroup, Depository Trust and Clearing Corporation, Cathay Bank, AllScripts, Honeywell, Fidelity Investments, PricewaterhouseCoopers, Samsung, Xerox, Marathon Oil, McKesson and many more. © All Rights Reserved eG Innovations PERFORMANCE MANAGEMENT IN TRANSFORMATIONAL IT ENVIRONMENTS | 2012 SURVEY RESULTS 17