Who cares about End User Experience?
Recently I was talking to a CIO who said that his users were always screaming about response times, but he said he wasn’t too concerned. As someone who has dedicated their professional career to helping IT professionals deliver fast and reliable applications, I was of course deeply outraged, although I was too polite (read: emotionally repressed) to say anything.
!@#$ ’em.
However it did beg the question, why not just ignore user complaints?
“!@#$ ’em, let ’em wait”, I hear you say.
But there has to be sound commercial reasoning behind Application Performance Management (APM), so I have set out to answer this question for myself. My CIO colleague will act as a convenient straw man, so let us proceed to beat him to death. All aboard!
Now For Some Bullet Points
In quantifiable terms, ROI from APM comes from the following areas:
- Improved conversion rates and customer loyalty (external customers)
- Enhanced end-user productivity (internal users)
- Reduced IT staff time spent on helpdesk and problem management
- Reduced infrastructure spend due to optimisation against performance
- Better alignment of business with IT through the APM discourse
This last one is doubtfully quantifiable, but I snuck it in there because it may be the most important of all.
What’s Next?
In upcoming posts I’ll probably discuss some of these ROI points. Or maybe not. I’m a bit random like that, and I might get some better ideas that can’t wait.
How About You?
If anyone can think of other areas of ROI, I’m all ears. I’ll mention you in the Blog with thanks and praise.