Getting the customer’s digital experience right is paramount to a company’s survival. Between the customers and their apps stand the IT leaders whose teams design, build, and run the apps and infrastructure that enables this digital experience. As the business demand for new capabilities grows so too do expectations for rapid delivery. This is creating new practices within the software-defined enterprise in which changes to complex, distributed apps are deployed in virtual and cloud environments in a continuous fashion. New releases are not big events; they are non-events.
The application performance management (APM) market has grown from first-generation solutions used for monitoring static backend systems into next-generation solutions for monitoring dynamic customer apps. These next-generation solutions are deriving meaningful intelligence directly from the apps they monitor, intelligence that businesses can turn into actionable results that better serve customers and improve business performance. This tight integration of customer, business, and performance data is helping APM solutions become platforms that provide real-time insights into the overall business performance of the software-defined enterprise.
Key findings in this report include:
- Customer experience is driving business performance. Effectively managing the customer’s digital experience requires app data with business context. A new breed of tools analyzes this data for better, faster decision-making.
- Proactively managing this experience requires new methods and tools. New methods and tools are putting real-time analytics directly into the hands of business and technology users and enabling deeper customer insights.
- Solutions require a balance of modernization and the “human element.” In addition to modernizing your infrastructure and introducing new approaches such as agile, DevOps, and lean startup, don’t forget the people. Ensure that a culture of collaboration and communication is part of the transition so teams can embrace the positive aspects of change.
- Analytics is rapidly changing, fueled by the growth of big data. Innovative new approaches to analytics together with new data platforms in the cloud are driving explosive growth in the availability of data for operational performance and customer analytics. These new solutions are helping organizations better understand the correlation between app performance, business performance, and customer experience.