Performance Management tools Tech

heroApplication performance is essential to the digital enterprise. CA's James Harvey explains why APM is strategic and key to driving customer engagement and loyalty

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In an era of digital interaction, said James Harvey of CA Technologies, proactively managing customer satisfaction should be the focus of application performance management (APM). His APM business unit in Silicon Valley believes that every industry is becoming digital and that applications are "the very heart and soul" of an enterprise. You have only seconds gain your customer's loyalty - or lose it - based on how your apps perform.

The significance of APM to Harvey is strategic: Applications are the first level of contact with the customer, application performance is a customer service issue, and CIO engagement can turn effective APM into a sustainable advantage that drives revenue.

With prior experience at Taleo and Oracle, Harvey started work as General Manager, Application Performance Management at CA Technologies last year. CA is a well-known tech industry player and Fortune 500 enterprise software corporation headquartered in New York.

In March, research firm Ovum named CA Technologies as a market leader in its APM solution Decision Matrix for 2014-15. Ovum wrote in the report that "CA APM has a long history as an enterprise-strength product, one that can exploit CA Technologies' investment in its Service Assurance solutions portfolio" and that its latest 9.5 release "offers enhanced capabilities in analytics, and cloud monitoring, which ensures CA APM's place as a leading APM solution."

Image: CA Technologies

I recently held a Q&A by email with Harvey, which touched on C-suite perspectives on APM, his role at CA, enterprise results and pain points, the current APM marketplace, and trends over the next several years.

Q&A

TechRepublic: What is your definition of application performance management (APM)? Do you think the concept has become diluted?

Harvey: In today's application economy, where apps have become the very heart and soul of your business, you have mere seconds to impress your user. The quality of the applications that the business builds and the performance of those applications are essential to the quality of your customer's digital experience.

APM is the practice of managing the performance and availability of software applications. There are a number of different ways to utilize APM - depending on how important those applications are to your business and reputation. Some organizations proactively manage their applications; others are more reactive in nature. Some apply simple APM monitoring tools just to get a sense of what is happening with their applications; others want a complete end-to-end solution to know exactly what their end user experience is and to have deep insight across their network to diagnose and resolve issues quickly.

The concept of APM hasn't been diluted, but the scope of ways to implement APM varies dramatically. We believe that every industry is becoming a digital industry. With this increased reliance on applications, it's more important than ever that enterprises monitor and manage the end user application experience across all environments: physical, virtual, cloud, and mainframe.


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Q&A

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What are performance management tools used for?

Performance management tools are personal organization methods. Performance management tools are used for organizing anything effectively and efficiently.

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What companies offer Revenue Performance Management tools?

As Carlos mentioned - RPM is enabled by technologies - but requires thought about the processes, transactions and data architecture that go into allowing a company to control their revenue streams to get the most of their scarce sales, product and marketing resources.
I personally hate calling Salesforce a CRM system anymore - it has essentially evolved into a lightweight middleware that lets you integrate several third-party apps and co-ordinate the generated data in a central location.  It's h̶a̶r̶d̶ impossible to do RPM without some form of CRM to maintain customer records centrally.…