CA, Inc., an independent IT management software company, announced the results of a global survey of IT professionals on how businesses view the online customer experience and how they are managing application performance.

 

According to IDG Research Service’s survey, 90 percent of the respondents believe the adoption of an Application Performance Management solution will create an effective process for detecting and resolving performance issues.

 

About 400 technology professionals participated in the survey, with 100 each from the United States, Europe, Asia-Pacific and Latin America. Twenty-one percent of respondents hold C-level titles.

 

The survey shows that 80 percent of respondents agree that understanding the customer experience while attempting to access online services is very important to productivity and revenue.

 

Ninety percent felt that understanding the business impact of poorly performing customer transaction applications is also very important.

 

Some indicate that monitoring and measuring the end-user experience is somewhat important to their companies and out of them, 87 percent say that correlating transactional issues with application components and supporting back-end systems is very important.

 

According to Prabhjot Singh, vice president of marketing for CA’s (News - Alert) Application Performance Management business unit, the survey found that while almost 90 percent of those polled understood the significant business impact of poorly performing customer transactions, only 70 percent believe they resolve these problems more than somewhat effectively. That’s a 20 percent gap that businesses can’t afford, especially in today’s economic climate when customer satisfaction and retention are so important, Singh said.

 

“It’s imperative that CIOs use an APM (News - Alert) solution to understand how their Web applications are performing and be able to quickly identify and resolve performance issues. Lacking this insight can result in lost time, productivity, customer relationships and revenue,” Singh said.

 

In the survey, 60 percent of the respondents most frequently associated Application Performance Management with more effective processes for detecting performance problems and a faster mean time to resolution. More such benefits are, the ability to quickly perform root-cause analysis of application issues (58 percent); increased IT resource productivity because teams can focus on new initiatives rather than root-cause analysis of application issues (55 percent) ; closer alignment between IT and the business because both can communicate with a common language around applications (48 percent).