performance management
ICT
#dcsarticle
http://www.dcseurope.info/n/bkgi
Delivering peak
performance through customer insight and engagement
When it comes to realising unbeatable SAN performance for our customers, ensuring our Infrastructure Performance Management [IPM] solutions are aligned with their most intractable data centre issues is a top priority. The insight we gain about the challenges facing our clients shapes the way we work, which is why building relationships with our customers the right way is so important to us. By Nicholas Dimotakis, Director, Services & Presales EMEA, Virtual Instruments.
VENDORS ARE ONLY TOO AWARE of the many obstacles they face when trying to service customers and successfully assist them in achieving their business goals, from point-of-sale right through to support. Cloud, virtualisation, migration and consolidation are driving transformation within today’s data centre, so its very nature and performance is in constant need for adjustment and flux. Conversely, our service offerings need to be agile and match-fit to flow with those changes so we can support our customers in the best possible way. We can summarise the major challenges we face in today’s IT business environment into three main areas: time, prioritisation and engagement:
Delivery timescale
The reality is that, because of the client’s unique requirements, discussions between the potential customer and vendor can often take months. But as soon as the purchase order comes in, the product must be deployed quickly to ensure the client can start extracting value from it as soon as possible. It’s common for an organisation’s decision making process to take a while, but once this has been made, it is often expected that the solution be set up and in working order within just a few weeks. Ensuring datacentre health
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and optimum performance through an unparalleled visibility of the entire network means that detailed metrics must be gleaned from a heterogeneous environment. This situation can become even more radical when we look at very large and complex enterprises.
Backlog management Our team aspires to be best-of-breed and with an on-going accumulation of new orders, so it is critical that we provide the right service to the right customers at the right time. As our IPM solutions helps to reveal costly data bottlenecks and threats to downtime for our customers, we prioritise the delivery of products and services as efficiently and effectively as possible so our customers can make use of our technology with imminent effect.
Expediting our solution deployment means customers’ IT teams can stop reactive troubleshooting and much sooner align infrastructure spend to performance and demonstrate ROI back to leadership. If there are any delays in a project because of one customer for example, we then use that time to allow us to progress with other customer projects and optimise our schedule to the day. So our service goes well beyond simply rapidly installing the solution.
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