Each department has a favorite monitoring tool to diagnose an issue when an IT outage happens. If the outage is widespread, multiple IT teams will eventually end up in a war room, trying to solve the issue and derive the root cause. Depending on the outage, it could take days. The challenge is that users and data are more distributed than ever, which makes it difficult to effectively triage an issue.
Ensure end user productivity
Many network operations, end user computing teams, and service desk teams have gone through similar situations. As a head of IT, the last thing you want is a call from the CIO asking for an update, and your answer is, “I need more time.” Each team is still sifting through all the data from multiple dashboards, and nobody has a silver bullet about what happened.
These situations happen far too often, and it boils down to having the right solutions when an outage or disruption occurs. In today's world, IT must keep employees productive across their devices, networks, and applications, regardless of location. From publicly hosted email solutions (Microsoft Outlook) and unified communications (Microsoft Teams, Zoom, WebEx) to privately hosted applications, outages can be a significant source of frustration and lost productivity for organizations.
The challenges many IT teams face is employee productivity, IT support and operational costs, and correlating/maintaining multiple monitoring solutions, all with a limited IT budget.
Employee productivity is a vital aspect of any organization. However, poor application or network performance and downtime can significantly impact your employees' productivity, which results in lost hours, and ultimately affects the organization's bottom line. As such, assessing how much time the organization's employees are losing productivity due to these issues is essential.
IT escalations are expensive
Additionally, IT support and operational costs can also have a significant impact on the organization's expenses. Examining the current mean time-to-resolution (MTTR) for employee-impacting incidents and the costs per incident is crucial. Furthermore, it is essential to consider the impact on these costs concerning escalations from Level 1 to a Level 2 or Level 3 engineer.
No more IT war rooms
Fortunately, network, application, and device performance monitoring tools can help you address these issues. By adopting a comprehensive approach, you can replace multiple-point solutions with overlapping capabilities, thus saving on licensing costs. Moreover, streamlined operations can boost the IT teams' effectiveness, resulting in more efficient and cost-effective IT support. In conclusion, it is essential to prioritize employee productivity and minimize IT support and operational costs.
By adopting a comprehensive approach to device, network, and application performance monitoring, you can simultaneously achieve business and operational goals. With Zscaler Digital Experience (ZDX), you can improve retention rates, help the business grow, increase profitability, and enhance organizational resilience, leading to more than $7 million in cost savings annually and 52% faster MTTR. In this white paper, we outline the costs and benefits associated with implementing ZDX.
Download the white paper "Calculating the Financial Value of Zscaler Digital Experience (ZDX)" to learn more about optimizing your organization's productivity and reducing IT support costs.