The BFSI sector's top 5 APM bugbears A fact finding study by Anunta Tech
Index Methodology #1: The criticality of application uptime in the BFSI sector #2: Measuring application performance from an end user perspective #3: Managing and measuring SLAs #4: Measuring business impact #5: The early adopter conundrum Why Managed Application Delivery makes sense
Methodology What: Anunta Tech commissioned ValueNotes Research to study the state of application performance management, monitoring and measurement in the Indian BFSI Sector with the objective of obtaining qualitative insights into how BFSI companies are currently measuring the productivity and efficiency of their applications. Who: The study polled senior level IT professionals of 34 BFSI organisations each with more than 500 end points (desktops, laptops and other mobile devices). 61% of the respondents were either IT heads, CTOs or CIOs while the balance consisted of VPs and GMs of IT. 47% of the respondents were from banks while 26% were from insurance companies. AMCs and brokerages accounted for the rest. How: ValueNotes conducted the survey over a period of 3 weeks through a combination of face-to-face and telephonic interviews.
Bugbear #1: The criticality of application uptime
Respondents agree Application performance is CRITICAL BUT Most organizations have a reactive approach towards application performance with some actually admitting to not measuring performance at all Respondents that do measure, state various metrics but many do not define them too well Quantification is a major challenge because there is no standard KPI or matrix for it In case of outsourced vendors, metrics are not monitored regularly and the organization interacts with vendors only if critical issues arise Some common measures of application performance: o Problem tickets logged o Customer complaints registered
Bugbear #2: measuring application performance from an end user perspective
OF COURSE we measure from an end-user perspective BUT 53% agree that there is no consensus between IT and end user measurement: what is being measured? Only 15% of those polled said that they took a proactive approach to enduser monitoring Most do not measure end-user performance due to unavailability of the right tools Measurement metrics are often weak and un-structured including: o End-user feedback o Resolution of incidents (but not necessarily time to resolution or proactive monitoring) o Ease of use of the application (!) Most efforts to measure are purely reactive Metrics are in no way aligned to business goals
Bugbear #3: Managing and measuring SLAs
We DO have our technology SLAs in place BUT 90% SLAs are generic and 10% are earmarked for specificity Generic SLAs include the likes of: o Server uptime/ downtime o Hardware issues o Data back-up o Data mining Many have an in-house team to monitor application performance but SLAs to monitor those teams are neglected SLA measurement is done selectively and only when a disaster strikes. 84% of respondents claim to have financial penalties in place if there is a breach in SLAs. 8% claim they have not taken any action. 8% move on to next vendor
Bugbear #4: Measuring business impact
We do this sometimes! BUT 56% of respondents said that they do not measure the business impact of lower application performance The remaining 44% measured the impact either regularly or sporadically Most respondents believe there is no direct co-relation between low application performance and revenue loss. Respondents believe arriving at a revenue loss figure due to underperforming applications is very difficult. Downtime of few minutes is not considered a big deal or a cause for revenue loss. The loss in revenue is measured only when there is a major problem.
Bugbear #5: The early adopter conundrum
We've ALWAYS adopted the latest and greatest first! BUT 76% have physical delivery architectures for application delivery and are apprehensive about adopting cloud technology There is a high resistance to change and there is complacency with physical delivery architecture Traditional physical structure is characterized by dedicated physical systems, complex data centers, storage and network switches, and rigid structures, which ultimately result in long lead times for application delivery They still worry about vulnerability of confidential information and security concerns The inability to identify and measure new age performance indicators such as application delivery leave them in an ambiguous grey area where technology and its efficacy are not necessarily seen together
So
YES, we do it ALL BUT Only when disaster strikes only if we really have to only if we have the resources to manage it only if we re losing money (which we are not!) and only if its not too much trouble too expensive!
Why Managed Application Delivery makes sense
Because Organizations spend millions on their applications BUT what use is it if they aren t accessible to your end-user? They spend added millions on the back-end infrastructure BUT it comes to naught if it doesn t boost your application availability. Applications move enterprises... BUT when they don t work, revenue is lost and one unsatisfied customer can send more business away from your company than ten satisfied ones can attract. You need to measure application performance BUT from an end-user perspective and bound by actionable and enforceable end-user SLAs.
About Anunta
Who we are and what we do Anunta Tech provides end-to-end management of your application delivery infrastructure through a combination of cloud technologies with guaranteed SLAs on application performance from end-user perspective. We deliver unique, elevated end user experience. The result? Enhanced employee productivity, revenue generation and brand reputation - all top concerns for the new age CIO who is looking to align more closely with business goals. We achieve our results through a combination of Consulting, Remote Infrastructure Management, Remote Monitoring and a Multichannel Service Desk. Our engagement models provide enterprises with multiple options including, capex-light, asset light and pay per use so CIOs get a fixed cost of per end point per month. This combined with our pioneering experience in desktop virtualization allow companies is able to leave its application uptime and performance to us while focusing their energies on serving the end customer.
Our lineage Anunta Tech is a wholly owned subsidiary of Firstsource Solutions (www.firstsource.com) Led by Sanjiv Dalal, our team has impressive cumulative experience of designing and managing the application delivery architecture for the service factories of Fortune 500 and FTSE 100 companies. We also currently manage over 16,000 end points across US, UK, Philippines, India
Contact us Vrinda Walavalkar (Sr. Vice President - Marketing) vrinda.walavalkar@anuntatech.com Manvinder Sandhu (Vice President - Sales, India) manvinder.sandhu@anuntatech.com Richard Marsden (Vice President Sales, Europe) richard.marsden@anuntatech.com ------------------------------------------------------------------------------------- INDIA - 91-22-6703-5783 UK - 44-(0)-7557-973463
THANK YOU www.anuntatech.com