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IT's Finger-pointing Problem ...
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| Feb 12, 2007 - ... may get slapped down. Srinivas Ramanathan, CEO of Singapore-based eG Innovations Pte., says the biggest challenge IT help desks face when end users complain about a pokey or dead application is figuring out where to point the finger of blame. In comparison, actually fixing a technical problem is easy, he claims. Large IT organizations are divided up into “silos of expertise,” and help desk staffers are stuck “setting up the bridge call among the silo experts,” Ramanathan says. Srinivas Ramanathan “But no one wants to admit the problem is in their domain.” Naturally, he claims that if your help desk personnel had a monitoring tool like eG's Enterprise Suite, they could readily isolate the silos in which problems exist, eliminating both bridge calls and finger-pointing. The software uses a universal agent to collect metrics on all manner of IT systems. Enterprise Suite 3.3, which is due at month's end, will include the ability to monitor Microsoft Corp.'s Terminal Services tools. The upgrade will let IT managers see metrics on how users and applications, either individually or in groups, are affecting the performance of Windows terminal servers. That data can be combined with other metrics to pinpoint problems, says Ramanathan. The upgrade also adds the ability to monitor open-source middleware, such as Tomcat and JBoss, as well as Hewlett-Packard Co.'s discontinued Tru64 Unix systems. Pricing starts at $625 per agent. |
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