IDC: Unified Observability Is Key Driver of IT Productivity and Digital Customer Experience

July 21, 2022

A new survey from IDC revealed that a unified view of digital infrastructure is essential for IT teams that must improve the digital customer experience while boosting overall organizational productivity. IT teams at organizations of all sizes are overwhelmed, short-staffed and require more advanced tools that deliver intelligence and actionable insights to help them troubleshoot issues in real-time.

The new survey revealed that IT teams are struggling to effectively manage highly distributed digital infrastructures and deliver digital experiences that meet increasingly high customer expectations. The survey of 1,400 IT workers across 10 countries uncovered the following:

  • 90% of respondents currently use observability tools yet 60% of them believe those tools are too narrowly focused and fail to provide a complete and unified view of their organization’s operating conditions.
  • 60% said the lack of unified observability restricts the IT organization's ability to meet business requirements, and 59% said it makes their job and the job of their staff/peers more difficult.

According to respondents the need to unify observability across all IT (applications, network infrastructure, cloud, end-user services, smart end drives) is being driven by staff, security, cloud and resiliency. Specifically, the top 5 drivers cited included: improving IT teamwork and productivity across domains; increasing cybersecurity threats; managing hybrid networks; supporting a hybrid/remote workforce; and resolving problems faster or avoiding problems altogether.

Yet, for IT teams already overwhelmed by their current workloads, the struggle with observability solutions has a direct impact on costs and prevents IT leaders from concentrating on strategic business initiatives:

  • In this current IT staffing shortage, 56% of respondents agree their organization struggles to hire and retain highly skilled IT staff.
  • 58% of respondents believe that their most well-trained IT staff spend too much time on tactical responsibilities, and 63% of respondents agree their organization needs to find ways to enable lower-skilled IT staff to find and fix issues.

Despite using multiple observability tools, enterprises are still struggling with data collection and are unable to gain actionable insights that improve decision making:

  • 54% of organizations use six or more discrete tools for IT monitoring and measurement, and 61% said the tool limitations hold back productivity and collaboration.
  • 75% of organizations have difficulty analyzing correlations and deriving actionable insights.

“When IT teams use observability tools that span domains, it fosters teamwork and operational success, which is critical during this period of IT talent scarcity,” said Mike Marks, Riverbed vice president, of product marketing. “The intelligence and insights delivered through Unified Observability allow even more junior-level IT staff to take fast and decisive action without escalating, letting senior IT leaders focus on strategic business initiatives that improve the customer and employee experience.”

As observability becomes the responsibility of C-level technology executives (CIOs, CTOs, CDOs, etc.), companies are also investing more dollars in observability solutions:

  • 50% of respondents say their observability budgets will rise in the next two years, and 30% say their budget will increase more than 25%.

“In order to improve service integrity, staff productivity, and the end-to-end digital experience, organizations are taking a more concerted and proactive approach to managing and securing their digital infrastructures,” said Mark Leary, Research Director, Network Analytics and Automation, IDC. “Unified observability solutions, with their ability to leverage comprehensive and shared intelligence and deliver precise and actionable insights, benefit IT, end users, and the business.”

According to Akshay Sharma, CTO, Kovair Software, and former Gartner Analyst, “We agree with the IDC findings that Unified Observability tools with Workflow Automation solutions, are needed across the entire lifecycle of the systems, as products are being ideated, designed, tested and deployed, leveraging real-time analytics, that are meaningful to the business with actionable tasks, and automated workflows. The current approach of siloed test tools, with APM (Applications Performance Monitoring) solutions doing RCA: Root Cause Analysis, often with reactive Cybersecurity log analysis, is too late. Kovair’s VSMP: Value Stream Management Platform, for DevSecOps, with real-time business metrics applied throughout the entire lifecycle, shift-left testing, orchestration of Cybersecurity Vulnerability solutions, CI/CD solutions, including APM solutions, with complete traceability, and timely launching of newer pipelines for any updates, is needed in the industry.

With Kovair’s solutions, and it’s Cybersecurity and APM partners that are all integrated, the benefits include the following:

• Shift-Left Testing leading to earlier feedback between development and operations

• Secure and Resilient iPaaS (integration Platform as a Service) solutions, like Kovair’s Omnibus, with APM integration enables Increased application resilience with proactive monitoring, with integrated Cybersecurity Vulnerability scanning continuously performed,

• VSDP: Value Stream Delivery Platforms, with process automation and real-time management allows for Improved application supportability and lower operations costs, with Increased productivity— as developers leverage modern solutions like pipeline-as-code, Helm charts, and support for increased workflow automation, with WFH: work from home supported.”

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