Oct 8, 2020

Enterprises need a new approach to SAP monitoring

James Harvey
4 min
SAP IT stack
Nearly 80% of all business transactions touch SAP systems. But, explains Cisco AppDynamics’ James Harvey, effective monitoring has become more compli...

2020 has seen almost all enterprise organisations make wide-reaching and fundamental changes to their business operations. The technology priorities have changed within 95 percent of organisations during the pandemic (The Agents of Transformation Report 2020: COVID-19 Special Edition). The response to Covid-19 has forced many businesses to switch to digital-only strategies to deliver services and products and adapt core processes and procedures. As a consequence, the entire IT stack has become more complex and challenging to manage than ever before. Organisations are running on multi-cloud environments and deploying huge numbers of applications to keep up with consumer demand. 

For decades organisations have relied on enterprise resource planning (ERP) software to support the business-critical processes and operations and to ensure resources are deployed efficiently. As the complexity of IT environments has increased, so too ERP providers have needed to adapt and integrate with these new ecosystems. 

At the heart of many enterprises is SAP, 77 percent of all worldwide business transactions touch an SAP system. Through SAP, businesses have the power to bring together data from across functional areas to give them the ability to seamlessly plan, allocate, and deploy valuable resources across complex supply chains and applications. The SAP footprint is large, but the ecosystem it integrates with is even larger – integrating with key functional areas and workflows across the organisation, and outside of it, via customers and vendors. 

Monitoring is critical for avoiding costly application failures and prioritising user and business impact. But effective monitoring of complex SAP environments and their connected ecosystems has become increasingly problematic, leaving many IT teams and businesses exposed. 

Overcoming the hurdles when monitoring SAP

There are three issues which organisations face when monitoring their SAP environments. Firstly, enterprises have built up complex ecosystems of SAP and integrated non-SAP applications that need to communicate with each other. Many existing monitoring tools don’t join the dots between SAP and non-SAP apps. 

Secondly, there are visibility challenges with SAP’s proprietary programming language ABAP (Advanced Business Application Programming). Few monitoring solutions are capable of efficiently analysing and monitoring ABAP-based applications and services, especially in instances where application scope spans multiple systems. 

Lastly, there is an acute need to understand the whole technology stack running SAP and the applications interacting with it. IT teams need to understand how given workloads can affect others from the user and business transaction standpoint to avoid draining resources and getting trapped in war rooms.

To overcome these hurdles IT teams need a dedicated Application Performance Management (APM) solution with both deep visibility into their SAP landscapes and connected applications and services which drive the performance of the entire business. Failure to do this leaves businesses reaching in the dark and at risk of potentially disastrous consequences across customer experience, brand loyalty, and most importantly, revenue. 

Joining the Dots with SAP

The Agents of Transformation survey found that 80 percent of technologists thought “lack of unified visibility and insight into the performance of the technology stack” was a major challenge to delivering high quality digital customer experience during the pandemic. But with the right solution IT teams can achieve deep, end-to-end visibility, proactive and real-time analysis of every facet of SAP and non-SAP apps. IT teams looking for a modern approach to SAP monitoring should focus on the solution that provides unparalleled connection with – and insight into – the health of the business. 

This means real-time monitoring of SAP health metrics alongside critical business KPIs, like transactions, customer user journeys, and more. With this one-to-one connection between the SAP environment, all the services it connects to, and overall business health, IT teams are able to prioritise efforts and deploy the right resources where and when they need them the most.

Navigating Uncertainty

There is no doubt that SAP is a fundamental part of business operations. SAP is at the centre of business operations, from the front end to backend logistics related to research and development, manufacturing, supply chain, procurement, and a range of other business areas.

Its solutions allow for products and services to be delivered with the best possible digital experience and under some of the most challenging circumstances businesses have ever faced. Its software is the backbone for enterprises globally looking to get ahead of the curve. 

However, as application environments continue to become more complex, IT teams must innovate and look for technology solutions which meet their current needs and serve as a strategic and cost-effective foundation for future digital transformation goals.

James Harvey is EMEA CTO at Cisco AppDynamics

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Jul 26, 2021

Five9: the cloud software industry leaders acquired by Zoom

contact centre
Catherine Gray
2 min
Following the announcement of Zoom buying cloud company Five9 for almost $15billion, we take a deeper look into the company’s history and success

Five9 is the leading provider of cloud contact centre software. Driven by a passion for transforming contact centres into customer engagement centres of excellence, Five9 have a deep understanding of the cost and complexity of running a contact centre.

Founded in 2001, Five9 help contact centres of every size create powerful connections. 

The company has over 20 years of cloud contact centre experience, reaches over 2,000 customers worldwide, and annually reaches over 7 billion customer interactions. 

Built on a highly reliable, secure and scalable cloud platform, Five9 makes it easy to rapidly trial and deploy new services. Its software also future proofs businesses by supporting AI and other emerging technologies.

Utilising cloud capabilities for improved customer experience

Offering software that creates more successful customer interactions, Five9’s cloud contact centre software increases contact centre productivity. This is without the capital expense and maintenance costs of premise-based systems.

Built on flexible architecture that adapts to a company’s changing needs, Five9 customers benefit from a secure, reliable and scalable contact centre.

Five9’s cloud contact centre platform also gives customers access to an extensive ecosystem of partners. Its platform can be enhanced with leading customer relationship management, analytics, workforce management, performance management solutions and telephony providers.

By utilising cloud technology, Five9 customers have access to the latest capabilities through no-touch, non-disruptive real-time upgrades.

Five9’s recognition for industry-leading software

As a leading cloud contact centre software provider, Five9 has been recognised by leading industry publications and organisations for its success and innovative solutions.

For the fourth consecutive year, Five9 has ranked as a global leader for The Aragon Research Globe for Intelligent Contact Centres 2021. 

Five9 was also one of only three providers to earn the MetriStar Top Provider award when evaluated as part of Metrigy’s global 2021-2022 Workforce Optimisation and Engagement research study.

Five9: Zoom’s first major acquisition

Zoom Video Communications has agreed to buy Five9 for about $14.7bn, marking the company’s first major acquisition.

This deal with Five9 will help expand the company’s Zoom Phone offering.

“I believe the combination of Zoom and Five9 will be a game-changer. Joining forces will create a transformative opportunity for two strong companies with complementary capabilities and shared values,” said Five9’s CEO, Rowan Trollope.

With Zoom’s reach and brand, the acquisition will help Five9 propel forward and help the company deliver on its goal of significant international expansion

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