What Do We Mean by Predictable IT Service Delivery? Dependability.
Your IT infrastructure is only as strong as its weakest link.
As a business, you depend on many factors to be successful. You need to have dependable people and, just as importantly, you need to have dependable IT infrastructure to support your service delivery.
Without a dependable IT infrastructure, even the best people you hire can’t enable business success.
A recent Gartner report says customers now manage 85% of their relationship with an enterprise without interacting with a human – and Forrester Research says that 88% of customers are likely to defect from a brand after a bad experience. Clearly IT is under more pressure than ever to deliver, as customers won’t wait around for your IT service levels to catch up with their expectations.
- If you are an enterprise, a predictable IT infrastructure results in increased service quality and a better user experience.
- If you are a service provider, a predictable IT infrastructure results in the ability to consistently deliver to SLAs, resulting in increased customer satisfaction and reduced operational costs. It also provides a reliable backbone that enables rolling out new services rapidly and cost effectively.
The Optanix Platform enables service providers and enterprises to fundamentally shift from a passive IT service delivery model – where IT constantly reacts to a tidal wave of events with multiple tools that just manage symptoms – to an active service delivery model that delivers predictable infrastructure and known state.
With Optanix’s unique predictable IT service delivery platform, companies see the whole picture, focus on what matters most to the business, actively remediate real issues and get better every day with continually improving operational infrastructure.
And with Optanix’s patented technology, millions of unqualified raw IT events are captured and processed to generate a “clean signal” – automatically pinpointing root cause and distilling true business impact into a single event. The clean signal also activates remediation, with a proven 91% first time fix rate for more predictable service performance and availability.
The advantages of predictable IT service delivery extend beyond the infrastructure and create compounding benefits across your organization:
Outcomes. With a predictable infrastructure, positive business outcomes are enabled by increased customer revenue. The ability to show significant service differentiation from the competition, coupled with the rapid deployment of new business services, facilitates digital transformation across the organization. This further drives the organization’s ability to meet strict SLAs.
Economics. A predictable infrastructure results in reduced operational costs. For example, by moving IT infrastructure from a CAPEX to OPEX model, cash flow benefits and reduced total cost of ownership are realized. The efficient utilization of IT personnel and resources brings about predictable cost estimates that reduce financial risk and exposure. The integrated nature of the Optanix Platform effectively replaces the need for a multitude of standalone systems that have significant cost implications.
Availability. High availability is a critical aspect of a predictable IT infrastructure. The reduced downtime is driven by orders of magnitude faster problem identification based on intelligent automation. The Optanix Platform has the proven ability to determine the root cause of problems, resulting in proactive and targeted remediation efforts. Automatic verification of remediation activities results in a “fix once not many times” approach.
Performance. The Optanix Platform provides predictable performance of the IT infrastructure. 91% of incidents are resolved the first time and 54.9% of incidents require only one engineer vs. the industry average of 2%. The Optanix Platform determines the best way to monitor and manage the diagnostic process by taking into account the scope and scale of each device. This reduces the diagnostic churn that adversely impacts performance in competitive approaches.
Governance. Governance workflows are built into the Optanix Platform. Incidents are routed, delivered and assigned automatically to the correct team and escalated as needed. The governance capabilities span both people, in terms of handling incidents in a timely and effective manner, and technology, by understanding the dependencies between infrastructure elements. For example, if a device is taken down for maintenance, the system understands that device’s downstream relationships and automatically puts those devices in dependency failure mode so false alarms won’t be generated. Governance also includes compliance, security and change management.
Assets. All of your data is critical to understanding your IT infrastructure and making it predictable. The Optanix Platform is able to inventory and understand all of the devices and the services they are associated with (e.g., a router is tagged with the service it is offering). This also includes reporting, configuration management, visibility into integrations and software license compliance.
Check out the following video to learn more about the Optanix Platform and its ability to enable a dependable IT infrastructure: