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BLOG: Bringing IT closer to businesses

Koh Eng Kiong | Oct. 1, 2013
A successful BTM model provides end-to-end visibility and tracing of all distributed transactions, captures deep transaction information, and gives full visibility on all users and their actions, 24/7

The dawn of an application-centric business world has made IT services a force to be reckoned with. Not that it is an obligation, but entrepreneurs see the importance of working closely with a reliable IT service team to help the applications drive business, enhance customer satisfaction and forge partnerships. The change in the business ecosystem has pushed business transaction management (BTM) to gain speedy momentum.

A service where IT is managed to provide a coherent, top-down view of all business transactions from the user, from distributed infrastructure and applications to back-end tiers such as databases and legacy systems, BTM basically tells business owners how their applications are running. It offers information beyond uptime statistics and page views; specifically, entrepreneurs need to know if the applications are meeting service level targets for each customer, how performance is affecting revenue and how marketing campaigns are affecting usage.

An effective BTM model is one that automatically discovers all transactions and transaction flows with no manual definition or modelling. Most importantly, it should provide visibility into each and every tier—including cloud-based services and third-party systems.

The complex nature of BTM has its challenges. Industry insights collated from external end-users reveal that they have very little positive sentiments towards the IT support or service offered by many businesses. Among their dissatisfactions include slow response time from IT to acknowledge the issues that they have encountered and the amount of time it takes for IT to resolute the problem, and some even conclude that IT services are unproductive and appear to be redundant.

Before this becomes a major issue and cause a setback to the business, entrepreneurs need to appease their customers and salvage the situation through a reliable applications performance management (APM) solution. The APM needs to make the system more accessible to bridge the gap between business and IT. Some business transactions such as online retailing, banking and flight bookings require a fast yet seamless system to deliver an integrated digital marketing solutions and services to customers. When this is achieved, customers' browsing experience will be optimised, especially in the form of a speedier response time.

For many of these businesses, their end goal is to obtain insight about their own customers so that they can deliver the information to their IT department. The latter will then turn fine tune the system to optimise application performance and assure stability and scalability.

Specifically, a successful BTM model needs to encompass three important branches:

  • Provide end-to-end visibility and tracing of all distributed transactions The system needs to collect data and information from different paths and tiers, bypass all complexities and navigate challenges
  • Capture deep transaction information The underlying technical transactions executed by the applications is useful to gauge the average response time per end-user and identify a particular business transaction that did not work to immediately rectify the error before it became an issue
  • Give full visibility on all users and their actions, 24/7 This includes who the users are and what they do on the website, along with more intricate details such as why certain transactions failed


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