Application Performance Management 

Behind the Curtain

Behind the curtain is where most of the activity happens.

Behind the curtain is where most of the activity happens. In front of the curtain is where most of the talking occurs. These past few months I have explained the value of using a professional services organization to implement or optimize your service assurance solution. The buzzwords are all there: peace of mind, lower risk, on time delivery and under budget, save time, save costs, and the experience to get it done right the first time.

It’s the same reason we call a plumber to fix the leaking toilet or an electrician to handle the light dimming issue, or why we pay extra to get a grill assembled versus doing it ourselves. Just because the professionals make it look easy, doesn’t mean it is easy.

IT organizations face increasing expectations to improve service levels while driving down costs. Budget limitations should command the need to implement solutions even more effectively, not an excuse for mediocre project execution. Even the most seasoned IT staff needs a jumpstart to build its own momentum when faced with budget challenges. Any IT staff can benefit from expert guidance to avoid the pitfalls that often befall service assurance solution engagements.

So what does an IT management software professional services organization do when implementing or optimizing a service assurance solution? Quite simply, it assimilates user experience with the applications and systems with known underlying infrastructure performance and faults.

Overlooking the office

The first step is to inventory your applications, systems, processes and procedures and establish a performance baseline to the underlying infrastructure. This allows the IT staff to begin the engagement with a better focus and strong understanding of what needs to be incorporating with the service assurance solution. It also better defines the project scope and objectives that leads to faster completion.

The next step is to map the underlying infrastructure to application services, systems, processes and procedures. This is where the professional services organization helps familiarize your staff to the solution capabilities and together determine strategies to achieve them. The teams combine best practices and techniques to leverage the existing environment with solution.

From there, the team catalogs how the network behaves with applications, systems, processes, and procedures and the various interdependencies within the IT environment. This correlation of network behavior with the underlying infrastructure allows the services organization to mitigate any potential choke point when implementing the solution.

Once the team has identified what the infrastructure requirements will be for each application, system, process and procedure, it can better understand how the user experience is affected. This assimilation minimizes disruptions to the user and paves the way for a smoother engagement.

After completing the work behind the curtain, the professional services team builds the end-to-end solution incorporating all IT environmental factors. The team adapts the applications, systems, processes and procedures to the solution and tests it against the objectives.

The result is a dynamic service model with a consistent set of tools to eliminate service silos. This holistic approach improves the overall stability of the IT environment and is the impetus for the buzzwords mentioned at the start of the blog.


Armando is senior principle product marketing manager for service providers. He provides marketing leadership to…

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