Hewlett-Packard White Paper Sample

Many IT organizations, despite their investments in infrastructure monitoring, find themselves reactive rather than proactive in responding to customer problems. These organizations are unintentionally using their customers as monitoring devices. Unfortunately, customers are the most expensive monitoring devices you can have. Past approaches such as infrastructure management and URL/ping monitoring have only addressed part of the customer satisfaction challenge.

Infrastructure monitoring is invaluable for understanding the availability of isolated domains such as networks, middleware and servers. However, infrastructure monitoring alone cannot paint a complete picture of what the user is experiencing, especially as composite applications (SOA) and third-party outsourcing becomes more prevalent. URL/ping monitoring cannot capture the full experience either.

It is a lot like knocking on the door and expecting to know who is inside. You can understand the availability of the first step in a business transaction but have no visibility into whether the entire process can complete within an acceptable timeframe or any insight into third-party system performance. For these reasons and more, end-user management—often referred to as customer experience monitoring—is indispensable.

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