Business Audits – E.g. Is the business process efficient?
Contact Center Audits – E.g. Where are customers stuck in the call flow?
Application Audits – E.g. Which application is not working as expected?
Server Audits – E.g. Why does this process crash?
Virtualisation Audits – E.g. Is there over CPU commitment?
Database Audits – E.g. Which queries are slow?
Network Audits – E.g. What is causing the Voice Quality loss?
Storage Audits – E.g. Are my processed delayed by disks?
How many menus?
How many announcements?
How many options?
Unclear value from software investments:
Lack of visibility
Cannot measure business impact of changes
Unable to use data to drive innovation
The average customer case is resolved with 3 calls but some customers call up to 46 times
Why does this process hang?
Why does it crash?
How many threads?
How much memory?
CPU MS = 1% x Parellel Calls
Simple formula allows management to estimate scalability and right size the environment
Media Server is roughly 10x oversized hence costs can be reduced substantially