65% of enterprises need more than 3 hours to troubleshoot application problems

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Recently conducted research by Enterprise Management Associates and AppDynamics showed that IT organizations are spending extensive amounts of time and resources on application support. This research based on a survey of 302 IT professionals, also suggested that the majority of companies are still trying to manage complex applications using siloed tools and a combination of “all hands on deck” interactive marathons and tribal knowledge.

65% of enterprises need more than 3 hours to troubleshoot application problems

As you can see in the chart below, 65% of enterprises said that it takes them more than 3 hours to determine the root cause of an application-related problem. In fact, it takes more than 6 hours for one-third of enterprises (33%) to isolate an application problem.

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This report also suggested the enterprises are using multiple tools to monitor the application environment with ever growing complexity. These siloed tools also lack common context, and it becomes very difficult, if not impossible, to connect the dots between the troubleshooting information coming out of these disparate tools.

Let’s consider a scenario where an enterprise support team gets multiple customer calls about the checkout process performing slowly. Their Java profiler suggests some JVM performance issue, their database monitoring tools suggest certain issues with queries and their network monitoring tools. However, this disjointed data does not help them conclude if these issues are causing the slowdown of these checkout transactions, or merely a symptom. They need common context and the ability to correlate this disparate information to the checkout transaction so they can quickly isolate the problem and take action to resolve the issue.

77% of enterprises need more than 5 “people-hours” to resolve application problems

The EMA research also suggested that the total number of “people-hours” necessary to solve a single problem is most commonly between 5 and 7 hours (see Figure below). However, in many cases, the process takes much longer. Twenty percent of the time the number is 8-10 hours, and in 8% of cases the process requires more than 20 man-hours.

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Given that enterprises are using multiple siloed tool designed for subject matter experts (SME) in respective areas, it often requires a long interactive war room session where these SMEs can leverage their expertise and tribal knowledge to isolate and resolve the performance issues.

Application slowdown or downtime is very expensive. A critical application failure costs a staggering $500,000 to $1 million per hour according to a recently published research “DevOps and the Cost of Downtime: Fortune 1000 Best Practice Metrics Quantified,” by IDC Vice President Stephen Elliott.

A Unified Monitoring solution, like the one recently announced by AppDynamics, can address theses challenges observed by most of the enterprises in this research by EMA. AppDynamics Unified Monitoring is the industry-first, application-centric solution that traces and monitors transactions from the end-user through the entire application and infrastructure environment, to help quickly and proactively solve performance issues and ensure excellent user experience.

Many AppDynamics customers have replaced their siloed tools with this unified monitoring platform to address some of these challenges discussed in this blog. For example, luxury online fashion retailer, Net-A-Porter adopted the AppDynamics Application Intelligence Platform to help reduce application complexity and improve end-to-end visibility of its applications

According to Hugh Fahy, CIO at the Net-A-Porter Group, “We previously used multiple point-monitoring solutions, which didn’t give us end-to-end visibility. The AppDynamics platform gives us a unified, real-time view of user experience, application performance, and availability. That allows us to optimize the user experience, and it’s hard to imagine our business without it.”

Read the full EMA report on monitoring tools.

Anand Akela

Anand Akela

Anand Akela is Director of Product Marketing for Application Performance Management (APM) at AppDynamics. Prior to his current role, Anand was head of product marketing of APM at CA Technologies. Earlier he worked at Oracle and HP in various product marketing, product management, and engineering roles in the systems management, servers, data center energy efficiency, and enterprise software areas. Anand has more than 20 years of experience in product marketing, product management, strategic planning and software development. Anand received his MBA from The Fuqua School of Business, Duke University and a B.S. in Computer Science from Pune University in India. You can follow Anand on twitter at