5 Secrets to Becoming the Best IT Operations Manager is a two part series that addresses key elements that will help an IT Ops Manager improve the services he/she is providing to the organization. Part 1 is published below. Part 2 is available here.

-1- Add the End-User Perspective

IT operations are typically back-end-centric with strong visibility into servers, switches, storage, etc. The experience end-users are having is generally inferred by what is seen at the back-end. While this can be a good indication, it is not enough.

How many times have you gotten a complaint from end-users while all your NOC indicators were green?


Imagine a critical business application being used in a remote office. Recently, boot times for the application went to 90 minutes. As far as the datacenter is concerned, all lights are green.

Without Endpoint and User Analytics, you are entirely reliant on the users calling the service desk to understand if there is a problem – and we all know that doesn’t always happen.

With the right tools, you can see problems in real-time and take action before the user even knows there is an issue. Endpoint and User IT Analytics gives you an opportunity to be proactive and really WOW your IT customers.

-2- Prevention is Better than a Cure

Solving problems proactively before end-users are impacted is much less costly for IT and for the business as a whole. When you are constantly tackling problems in a reactive manner, is it even possible to be proactive? The answer is, yes!

Add Endpoint and User IT Analytics to see exactly what transpires with every application and every connection in your environment. This visibility allows you to determine what is happening and why it is happening to proactively solve problems before they impact end-user productivity.


If a recent change in a line of business application means users need to be on a specific version of a web browser, users on previous versions are likely to experience a blockage.

Once the problem has been identified and solved for one user, Endpoint and User Analytics provide the service desk with the list of endpoints and users that are in the same situation. Without waiting for the other users to call with the same problem, IT can proactively solve the problem.

-3- Maximize Business Return on IT Investments

IT optimization and cost control isn’t just about cutting costs. It’s about spending more on things that make the business more efficient and competitive and spending less on things that don’t.

Endpoint and User IT Analytics can help you understand more about what gets used in your environment and how often. Armed with real data you can help direct your new IT spend as well as redirect existing assets to maximize business return on IT investment.


Both the consumerization of IT and increasing expectations of C-suite members means the cohesion of CIO and end-user relationships is fundamental. Best-of-breed IT analytics solutions, therefore, are a critical variable in solving the efficiency equation.