The State of Monitoring

By Blue Matador on February 5, 2018


While it may sound like a no-brainer, the impact of a solid aws monitoring tool – or lack thereof – cannot be underestimated. The benefits abound: those with a defined monitoring strategy in place find it easier to identify and remediate service disruptions, and those who consider their monitoring process to be strategic are also more likely to build monitoring into code, agree that developers are actively involved in supporting applications, and consider their organization to be agile. 

Alert noise is not getting any quieter

With more tools and more moving parts to keep tabs on, it is perhaps little surprise that alert noise has proven to be such a loud – and painful – problem. More than three quarters of BigPanda's 1500+ respondents stated that reducing alert noise is a challenge, and the number of respondents reporting high alert volumes (100-500, 500-1000, or 1000+ alerts per day) has increased across the board over 2016. This group reports extremely low levels of satisfaction with their ability to respond to alerts, which is reflected in the fact that only 26% are are able to re-mediate the majority (75-100%) within 24 hours.

It all boils down to the customer experience

For two years in a row, customer satisfaction has far outranked all other performance metrics we included in our survey – including some that many might consider “traditional” for IT practitioners. Customer satisfaction was cited as a KPI by a whopping 73% of respondents, while the second most popular metric, SLA compliance, was cited by just 45%.

This vast gap indicates the pivotal role that the digital customer experience plays as a key competitive differentiation. It also signals an important shift in the way that IT performance is valued. Traditional metrics, such as MTTR and incident volume, are too heavily weighted on outcomes not closely associated with business services. Tracking the number of closed tickets or resolved incidents does not directly gauge the quality of the end user experience – and whether they are likely to buy or engage again.

In fact, digital customers have come to expect technical reliability as standard. The difference between “good” and “great” now lies in factors such as usability, personalization, cross-platform support, and customer service.

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