The Real Cost of NOT Managing Your ECM Applications - Managing and Monitoring Business-Critical...
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The Real Cost of NOT Managing
Your ECM Applications
Key Survey
Findings
from AIIM
Content systems
are just as critical
to business
operations as
transactional
systems
80% “Managing & Monitoring Business-Critical
Content & Capture Applications”, AIIM White Paper, 2014
How do you feel about the following statements?
“Managing & Monitoring Business-Critical Content & Capture Applications”, AIIM White Paper, 2014
A system outage/slow down would cause
serious disruption within 1 hour
42% “Managing & Monitoring Business-Critical Content &
Capture Applications”, AIIM White Paper, 2014
How long before a system outage or major
slowdown of your most critical content application
would cause serious business disruption?
Less than 15 minutes, 16%
15 minutes to 1 hour, 26%
1 hour to 2 hours, 16%
2 hours to 4 hours, 13%
4 hours to 1 day, 18%
More than 1 day, 10%
“Managing & Monitoring Business-Critical Content & Capture Applications”, AIIM White Paper, 2014
7
$50k+, the
estimated cost
of downtime
in the past
12 months (for those prepared to make an estimate)
46%
“Managing & Monitoring Business-Critical Content & Capture Applications”, AIIM White Paper, 2014
Would you be able to put a total cost on
lost business, lost productivity, overtime
hours, etc. from unplanned downtime in the
last 12 months? (in US dollars)
$1-10k, 16%
$10-50k, 8%
$50-100k, 7%
$100-500k, 10%
$500-1m, 1% Over $1m, 2%
No idea, 55%
“Managing & Monitoring Business-Critical Content & Capture Applications”, AIIM White Paper, 2014
9
Systems with
1000+ users create
60-150 support tickets
per month
“Managing & Monitoring Business-Critical Content & Capture Applications”, AIIM White Paper, 2014
How many FTEs/support-tickets-per-month
do you have on average that are related to
your core content systems?
No of Users 10-100
100-500
500-1,000
1,000-5000
5,000-10,000
10,000+
Average FTEs 2.4 4.4 5.3 5.6 9.5 10.4
FTEs/’000 30.4 14.5 7.1 1.9 1.3 0.9
Tickets/mnth 16 41 40 64 74 151
Tickets/’000 204 137 54 21 10 12
“Managing & Monitoring Business-Critical Content & Capture Applications”, AIIM White Paper, 2014
11 11 “Managing & Monitoring Business-Critical Content & Capture Applications”, AIIM White Paper, 2014
Majority of organizations rely on support calls
or incidents to alert them to system problems
How many FTEs/support-tickets-per-month
do you have on average that are related to
your core content systems?
Monitoring Mechanism
Manual –
triggered by
incidents/supp
ort calls
Manual – a
regular set of
tasks or scripts
Automated - in-
house-
developed
Generic
monitoring
system, eg.
BMC, CA/Wily,
IBM Tivoli, HP
OpenView
Dedicated
content system
monitor, eg.
Reveille
Software
>1,000 users 22% 37% 39% 48% 71%
>1 day to resolve tickets
25% 24% 24% 24% 9%
Meeting 85%+ SLAs
56% 76% 74% 79% 83%
Downtime > 2 hrs
57% 30% 38% 35% 36%
“Managing & Monitoring Business-Critical Content & Capture Applications”, AIIM White Paper, 2014
Specific and measured SLAs for uptime
32%
“Managing & Monitoring Business-Critical Content & Capture Applications”, AIIM White Paper, 2014
Is the operation of your content and ECM
systems subject to SLAs (Service Level
Agreements) between the business users
and IT (or other suppliers/customers)?
No, users just call when it’s
slow or unavailable,
24%
Yes, in theory, but they are not
monitored or formally
reported, 22%
Yes, but in general terms
not specific metrics, 23%
Yes, specific, measured and reported, 32%
“Managing & Monitoring Business-Critical Content & Capture Applications”, AIIM White Paper, 2014
15
Only 29% are in a position to monitor
trends over time against user loading, content
volumes, geographical locations, upgrades…
“Managing & Monitoring Business-Critical Content & Capture Applications”, AIIM White Paper, 2014
Which of the following performance
indicators do you monitor?
0% 20% 40% 60% 80% 100%
Unusual user activity (password fails, accessvolume, out-of-hours, etc.)?
Time to retrieve/view/download a file
Search response
Workflow steps (approvals, etc.)
Capture throughput
Time to login
Capture post-process into repository
Response trends over time against e.g. userloading, content volume, locations, upgrades
Check-in/check-out time
Mobile access and content delivery
Do now Would like to
“Managing & Monitoring Business-Critical Content & Capture Applications”, AIIM White Paper, 2014
Get complete findings at ReveilleSoftware.com/aiim-survey