The
evolution from reacting to network problems to proactively managing
end-user services requires great insight and dedication. The need
for performance management systems has never been more important
given the influence critical IT systems and applications have on
business results.
IT managers face significant challenges satisfying business and
executive expectations. Performance is measured by the ability to
bring value to the firm through the application of IT that is aligned
to corporate goals and objectives. IT managers must provide the
infrastructure necessary to deliver the services the business depends
most on, set and measure stakeholder expectations, and have the
right combination of people, processes and technology required to
attain advantage for the firm. Even more challenging is the fact
that all this must be achieved under operational and capital budget
constraints.
It is virtually impossible managing end-user services successfully
without first having the capability to monitor the network. Performance
data must be collected to analyse performance levels and trends,
and performance baselines or
service
level agreements must be set before expectations can be meet.