Findings Show That End-user Experience Monitoring Key to Effective SLAs, IT
Performance and Cost Control
DETROIT, June 23 /PRNewswire-FirstCall/ -- Compuware Corporation
(Nasdaq: CPWR) today announced the results of a study commissioned by
Compuware and conducted by Forrester Consulting that found while 81 percent
of organizations have adopted formal service level agreements (SLAs), they
only meet these agreements 74 percent of the time on average. Many
companies also report that poor application performance results in
increased costs and lost revenue. In the study, Forrester Consulting
concludes that the primary reason for missing SLAs is that the business
unit has expectations out of the reach of IT.
A key reason given for this mismatch in expectations is the use of
service level metrics that are IT-centric and are not compatible with
business objectives. The Forrester study found that 41 percent of
respondents agreed that their insight into service levels is basic, and
that they don't provide SLA information to executives on a regular basis.
In addition, 40 percent of those surveyed agreed that their service level
reporting lacks information that their executives have requested.
"By relying solely on technology-focused metrics, IT is missing an
opportunity to engage in effective dialogue with the business to move
toward proactive service management," said Steve Tack, Vice President,
ITSM, Compuware.
According to Tack, end-user experience (EUE) monitoring addresses these
challenges by providing IT with visibility into the quality of service from
the end user's perspective. EUE allows IT to communicate more effectively
with the business, establish realistic and shared expectations and
effectively prioritize efforts according to business impact.
According to Jean-Pierre Garbani, Vice President and Principal Analyst
with Forrester Research, "The ultimate judge of IT and business alignment
is the end user: If alignment is viewed as conformity to user expectations
in terms of availability, performance, usability, and accuracy, then
monitoring end user performance is the only way IT knows that it is meeting
these expectations." (The Forrester Wave: Application Based End-User
Experience Monitoring, Q2 2007, Forrester Research, Inc., June 2007).
When asked about the cost of poor application performance, 57 percent
of respondents in the commissioned study stated increased costs to the
business as a result; 48 percent reported that poor performance resulted in
lost revenue. This demonstrates a clear understanding of the potentially
dramatic financial impact resulting from poorly managed IT service. Other
reasons given for financial impact to the business include negative impacts
to external customer satisfaction (48 percent) slows or stops in production
(42 percent) and a negative impact on sales performance.
Compuware Vantage helps organizations effectively monitor service,
prioritize issues according to business impact and quickly resolve problems
through industry-leading end user experience monitoring and application
performance management with the broadest application coverage for both web
and non-web applications.
Forrester Consulting, Inc. conducted the independent online survey of
389 technology decision-makers who are actively involved in service level
management and application performance management. This custom research was
sponsored by Compuware Corporation who had no impact on the results. The
Forrester-authored study with analysis of the results is available at
http://www.compuware.com/slmstudy .
Compuware Corporation
Compuware Corporation makes IT rock around the world by helping CIOs
more effectively manage the business of IT. Compuware solutions accelerate
the development, improve the quality and enhance the performance of
critical business systems while enabling CIOs to align and govern the
entire IT portfolio, increasing efficiency, cost control and employee
productivity throughout the IT organization. Founded in 1973, Compuware
serves the world's leading IT organizations, including more than 90 percent
of the Fortune 100 companies. Learn more about Compuware at
http://www.compuware.com/ .
Press Contact
Sean M. Patrick, Communication Analyst, Compuware Communications and
Investor Relations, 313-227-5594, sean.patrick@compuware.com
For Sales and Marketing Information
Compuware Corporation, One Campus Martius, Detroit, MI 48226,
800-521-9353, http://www.compuware.com
SOURCE Compuware Corporation
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CONTACT:
Press Contact, Sean M. Patrick, Communication
Analyst, Compuware Communications and Investor Relations,
+1-313-227-5594, sean.patrick@compuware.com, or for Sales and
Marketing Information, Compuware Corporation, +1-800-521-9353
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