Monitoring company Catchpoint today released a managed offering for a unified monitoring platform, which provides both synthetic and real-user monitoring to its customers.
“The simple fact of the matter is that it’s incredibly challenging to run a truly comprehensive digital experience monitoring operation,” said Mehdi Daoudi, the CEO of Catchpoint. “Due to this increasing complexity in IT architecture and digital delivery chains, our customers are often asking for advice and assistance when it comes to planning and managing their full monitoring strategy.”
The company previously provided some professional services, and its new offering is a more expansive version of those services. The platform unifies its two product lines: the first is synthetic — or proactive — monitoring, and the second is passive — or real user monitoring.
Catchpoint set aside a specific Managed Monitoring team to oversee all the tasks required to plan, execute, and manage an enterprise’s monitoring strategy. This includes everything from consultative planning to test set up and maintenance as well as performance optimization strategies and 24/7 alert response and investigation.
Each company will be assigned a customer success engineer that is well versed in a company’s digital architecture. According to Daoudi, that engineer will act as a point person for Catchpoint’s centralized monitoring hub, which is staffed by a team of personnel familiar with all layers of the delivery chain.
By going through the consulting, design, and implementation of this strategy for the enterprises, it accelerates the time to start seeing results. “All told, we can shorten the time to start seeing actual performance improvements from months to as little as a week,” said Daoudi.
Monitoring Needs Management
According to Daoudi and Catchpoint, the need for managed services is increasing as IT departments and monitoring approaches change. “IT departments – particularly enterprise IT departments – have traditionally taken a siloed approach to monitoring,” said Daoudi, noting that there is an application team to monitor the application, a network team to monitor the network, etc. What gets left out is anyone responsible for end-user experience.
“The problem with this approach is that our digital delivery chains are comprised of so many different layers and third-party services that are out of our control, yet still impact the experiences of end users. So when there’s an issue that lies outside of those siloes, the teams end up wasting time investigating and finger pointing,” he said.
Using a managed end-user monitoring service, such as Catchpoint, gives a wider view of the entire architecture — identifying root cause faster, which allows the problem to be escalated to the correct team.
This service is available as a managed service to Catchpoint’s customers, but according to Daoudi the company has worked alongside customer-contracted managed service providers to achieve similar results.