IT now forms the backbone of all business operations. More than ever, IT Departments are concerned with service delivery and SLAs. Indeed, services are consumed on the fly via mobile devices, demanding constant availability. This creates a tough challenge, because IT is not a single entity. It includes elements such as the network, servers, storage and applications. Managing all these levels in terms of availability and quality poses a problem, as several tools are used for this purpose.

With multiple management tools, it becomes more difficult for CIOs to correlate performance and incident data between all these levels. According to an EMA study, 54% of companies use six or more tools to manage operational tasks, 29% ten or more, and 10% at least twenty. For CIOs, these various tools make it difficult to identify the root cause. The result is longer average resolution times, and ultimately a failure to meet SLAs.