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IT: Business Service Complexity Bogs IT Down With Operational Issues
Day-to-day operational issues continue to bog down a majority of IT departments, distracting them from new initiatives, leaving no time to work on innovation. Most of IT staff effort is devoted towards maintenance, change management and efforts to improve end-user service quality.
A study from Neebula tried to identify how most IT staff members spend their time. IT staff members are typically focused on supporting ‘business services’, where a ‘business service’ is considered to be a set of components like applications, servers, storage space and netowrk that are used to deliver a particular service like ERM, CRM or billing.
In the Neebula survey, 88 percent of the IT groups said that they currently were tracking an average of 30 or more critical or major events related to business services. And when some component of a business service has a problem, most of IT’s time is spent trying to unravel which services are affected, and in turn, which system owners and users need to be notified. The problem becomes ever more challenging as the components in today’s data centers become more inter-connected and complex.
Tools typically used to try to manage business service complexity include transaction tracking tools, application performance management and monitoring software and configuration management software, but these tools often aren’t enough. Neebula and similar vendors have created a technique called ‘service modeling’ that tries to make IT groups more efficient in managing business services and identifying and characterizing the extent of problems. With service modeling, the goal is to improve processes. Techniques employed include root cause analysis, change impact assessment and business continuity planning.
