IT departments often fail when it comes to the user experience and must make more effort to tailor services for user convenience to provide value to the business, according to Duncan Bradford, vice president of EMEA pre-sales at CA Technologies.
Bradford explained at Computing's recent Cloud and Infrastructure Summit how IT needs to understand the "inside out" and the "outside in" views.
He explained that IT needs operational agility to optimise resources in terms of capacity and right-sizing, and to allow innovation.
"To do that you need to track your SLAs and have an end-to-end view of capacity and performance so you can predict the needs of the business. With this perspective you can improve things like mean time to repair, and reduce the user impact of problems," he said.
"Once we have all this under control, you could say we have the ‘inside out' view catered for: the view of everything in our data centre."
But IT also needs to have the ‘outside in' view. "IT needs to move away from just understanding end-to-end visibility to understanding what the user is doing when interacting digitally with the organisation," Bradford explained.
"Then it can improve digital performance and offer the business an understanding of how to improve the design of digital services to further improve that user experience. So look inside out and outside in."
Bradford was questioned about the need for external monitoring tools when services like Amazon Web Services (AWS) offer in-built solutions, and said that this works only if you consume services exclusively from that provider.
"If I only ever used AWS it's fine to just use its Cloud Watch service, but even then there are restrictions in terms of how long it stores that data. But it's a heterogeneous world out there; you don't just use a single platform so you don't get that full end-to-end view [just from AWS]," he said.
"Ultimately you need something which allows you to unify platforms, which can span across them all and have an open perspective to bring in new platforms."
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