Reduce Blind Spots; the Visibility IT Executives Need to Meet Service Level Agreements

I’m not a gambler. The few risks I do take are pretty calculated. This way I know what to expect and usually have contingency plans in place when things don’t go as planned. However, when something happens out of the blue that I didn’t anticipate or plan for, my palms get a little sweaty and my heart beats a bit faster. I, like many IT Executives I’ve met over the years, certainly don’t like blind spots.


In a recent communication with a Quest Foglight customer, the point was made that applications are quickly becoming the heart of corporate strategy because they are at the center of business process innovation and management. This is an exciting paradigm shift for technology professionals (and a moment of glory for those who have been predicting this for years!) It means that now, more than ever, end user experience and application performance are front and center, in the spotlight and subject to the scrutiny of the business and end users.


To maximize business productivity, not only do business critical applications have to be available and performing, but IT Executives must be able to communicate with the business, in terms the business understands. That means that today’s IT Executive needs visibility into the service levels and the end user experience they are delivering to the business.


If you are an IT Executive, or you work for an IT Executive, tasked with providing business critical services via applications, consider regularly monitoring and reviewing reports that:


  • Track page performance and response-time SLAs delivered to the real users
  • Monitor how well your web sites keep up with traffic demands
  • Measure browser response time by key business functions
  • Identify pages or cities within a website are the worst performers
  • Monitor website performance by time of day or month


Maintaining regular visibility into service level KPIs and user experience metrics not only helps you better serve and communicate with your business partners, but it allows you to minimize those pesky blind spots that are inevitably revealed when delivering a critical service under the watchful eyes of the business and end users.