IT monitoring is often viewed from an alerting perspective, however reporting, especially to C-Level Managers is also an extremely and often ignored part of the equation.
IT monitoring technologies like Longitude are brought into organizations to address the need to proactively alert to IT infrastructure and applications performance problems. In most cases it is an easy “sell” to the C-level especially when availability is paramount and an ROI can be easily quantified and calculated.
Generating IT Reports for consumption by CxOs should not be overlooked. Ultimately IT organizations need buy-in from CxOs in order to fund technology initiatives, they also may need their support when things go awry.
Buy-in and support from CXOs is much easier when they are kept regularly informed as to how effectively IT resources and personnel are being leveraged.
Performance of the IT Infrastructure and Applications
This is a pretty obvious category. You’re going to want to show how your server, network and applications are performing. You’ll want to be able to clearly show when and where there are any resource depletion issues.
Performance reports should be easy for a C-Level Manager to interpret, meaning you’ll want to group the critical IT infrastructure and application components together based on the business service that they are delivering.
As the word “planning” implies it is about being able to try out different scenarios in order to plan for and adjust to changes in workload. How do you prove what you’ll need and when?
You want to be able to assure CxOs that the IT infrastructure is resilient enough to handle hardware failures as well as increased demand.
Keeping costs in check is especially important to the C-level. IT should not overlook the value that Capacity Planning has in terms of showing the C-level how much of IT infrastructure (i.e. private, hybrid, or public cloud) capacity is being utilized. Ultimately it is about helping CxOs understand how much capacity is available and how it is being used.
Reporting on Alerts
Although CxOs aren’t necessarily interested in the specific details related to IT infrastructure and application problems, as an IT professional you still want to help them understand what is involved in delivering a high level of IT service.
It is about showing the value of IT!
There is quite a bit of activity occurring behind the scenes that upper level management and users simply aren’t aware of. If IT doesn't tout itself who will?
Reporting on alerts helps CxOs better understand how many problems have been identified, as well as how long it took to rectify them. We are all familiar with the analogy of the opening of the refrigerator and the expecting that light to come on – and know full well that IT simply doesn’t work that way.
Service Level Agreement
Perhaps one of the biggest challenges that IT faces is providing reports that objectively show the performance and availability of key applications and the supporting IT infrastructure.
When problems occur, end-users aren’t the most understanding group. Nothing is more frustrating to IT than exaggerated or inaccurate complaints that place them in a bad light.
Service Level Agreement (SLA) reports show the entire technology stack reporting on anomalies that ultimately affect application availability and response time.
The accurate reporting of SLA compliance delivers to CxOs an objective picture of what happened and when. Ultimately, SLA reports demonstrate IT’s value to the organization by showing that the services they are delivering are meeting or perhaps even exceeding agreed upon expectations.
It is not enough to simply generate reports, it also important to sit down with CxOs on a regular basis to review the findings. Longitude provides an annotation capability which is extremely helpful when IT wants to provide some additional context in a report to perhaps better explain what happened or how a problem was resolved.
Generating informative IT reports to C-Level Officers is important because it is perhaps one of the best ways to show the value of IT.
The value of IT Reporting to C-level Officers
It is often when there are problems that IT is placed under heavy scrutiny, this is where reporting to CxOs, even under the most difficult circumstances, can be quite valuable.