These models aim to provide a rigorous structured framework for managing problems, incidents and changes. Some of you may be familiar with the mantra “Don’t blow your nose without submitting a change request”. The decisions of IT departments is made based on data, it therefore follows that the effectiveness of IT departments are dependent on the quality of data available to the engineers, designers, architects and support staff.
In a complex network, with multiple teams with specific areas of expertise, time may be wasted determining the most efficient escalation path to achieve resolution. Or to think of it another way, time can be wasted by skilled engineers proving that their area of responsibility is not the cause of the problem. Often an issue is passed from one team to another, with each team proving that it is innocent, and passing it on to the next. This is known as LTTI
What is needed is a simple unified view of your network and applications. One that allows everyone to see the same information, presented in such a way that allows any one of the observers to drill down to the required level of granularity. This is where NPM and APM comes in. A comprehensive APM and NPM solution gives insights into the performance of your network from the operation of the network to the efficiency of the code developed by your software engineers.
This “single pane of glass” means that all are working from the same information and allows the correct escalation path to be selected early on. As a result, the team best placed to deal with the issue is quickly identified. This ensures that engineers waste less time proving that their team is not responsible. When measured statistically this is often called MTTI
Many performance management systems also perform base-lining of elements in your network, platforms or applications, which not only gives proactive indicators as soon as there is a change in the performance of your network, well before the services are severely impacted, but also provides invaluable information which allows engineers to identify areas of improvement.
The key to performance management is visibility. You can’t fix what you can’t see, and ensuring everyone can see the same rich data increases efficiency of your network and the productivity of your teams.